9033 Billy the Kid St, El Paso, TX 79907, USA
Not resolved
1.0
Details
Customer service
Exchange, Refund and Cancellation Policy
Product or Service Quality
Warranty
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We purchased a pre-lit 7.5 foot Christmas tree from a major warehouse club in November of 2017. The tree was manufactured by Polygroup.

Documentation with the tree stated that it carried a 3 year warranty. This year, lights began failing as soon as we put the tree up. Out of 700 LED lights, maybe 120 still work. We called the Polygroup customer service number, and after spending an hour on the phone, we have nothing.

We want a new tree. Their response was to offer to ship us some replacement lights that we could “drape over” the tree, that might arrive sometime next year. Hey, guys, there's a reason people buy pre-lit trees – so they don't have to hang 700 lights by hand!

Polygroup's warranty document states that the warranty is, “...limited solely to repair and/or REPLACEMENT of the product.” (emphasis ours) This is a lie. We were told by customer service that they are “a warranty company”, and as such, are not able to replace an entire tree.

Their 3 year warranty claim is a lie.

After being totally frustrated by this experience, we called the store where we purchased the tree and explained what had happened.

We were told to bring the tree back to the store for a full refund, no questions asked. Now THAT'S customer service.

Product or Service Mentioned: Polygroup Christmas Tree.

Reason of review: Warranty issue.

Monetary Loss: $300.

Preferred solution: I want a new tree..

Polygroup Cons: Anything about this company, False warranty, Customer service is a joke.

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