Two words- CUSTOMER SERVICE! Had to get on my sons Facebook to warn everyone. However we bought 2 Xmas trees in March 2018 to replace old trees (not prelit) for the upcoming Xmas December 2018. I purchased a 12ft prelit & 9ft prelit. So needless to say I was excited to unbox & get them up with hopes of saving time on my decorating this year, well WRONG! I Unboxed them yesterday for the first time and after 8 frustrating hours trying to make them light (alone and with Polygroups customer service, POLYGROUP is whom tree warranty is through btw) we were told they would have to send all new lights and we would have to remove all the old ones and restring new ones..... really $700 dollars worth of trees and no option to exchange for new ones or for the company to have us send these back and replace them.. and on top of that their lights are on backorder and may NOT be received by Xmas beyond reduculous! So they advised us to reach out to At Home to see if they would do an even exchange. So I called asked for management and of course they said they can’t do anything even though the tree was not purchased until March this year and never taken out of the box until yesterday (we have original receipts, paperwork, boxes, warranty, etc,.) They claim they don’t do exchanges with Seasonal items ..... well good to know because I will spread the word like fire DO NOT WASTE MONEY @ At Home OR ON POLYGROUP PRODUCTS from anywhere, They do not stand behind them! After a few years I get it but the first year not to light, WOW, I’m still in disbelief! And don’t get me wrong I understand there are sometimes issues with items however a company should stand behind their products and not expect to just sent more lights and have the customer correct the issue. Did I mention I bought prelit trees to avoid stringing lights and save time! But now they’re saying remove all clips,lights, cords etc., and redo it all, ! So disgusted at this complete waste of money and time on these new Prelit trees.
I’m willing to spend some time attempting to contact Owner, CEO, etc., to let them know about their wonderful products and complete waste of time for phone technical service when products are defective!
Trees bought were:
C22 9ft Prelit Stratford Pine Tree &
C30 12ft Prelit Rochester Fir Tree
Product or Service Mentioned: Polygroup Christmas Tree.
Reason of review: Damaged or defective.
Monetary Loss: $230.
Preferred solution: Wish I could select multiple items under unhappy! Just want to return them and get trees that will actually light!.
I liked: Representative was kind but unhelpful due to their policy.
I didn't like: Can not return or exchange defective items, Product warranty does nothing for defective tree, Sending new lights to rewire entire tree laughable.