Lori K.

I am infuriated right now. Not only at the circumstances of what has happened but by the way I have been treated by a company I have purchased numerous Christmas trees from. Never again! And this is a warning to anyone else who might be considering giving their business to Brylane Homes. Don't do it!
I bought a pop-up tree. When I received it, it was uneven at the bottom. I called customer service to ask if this was typical or not. (the other trees I'd purchased in the past were all gifts for friends and family so I hadn't seen them in person yet) I was told it was not normal and to send it back using the label that came with it. I was told I could purchase a second tree and wait to return the first tree after I get the second, so I am not without a Christmas tree during the entire month of December. So that is what I did. I followed the instructions I was given by the Brylane Homes Customer Service Rep. Fast forward to receiving the replacement tree. I box up the first tree and retrieve the label to put on the box as instructed. But the ink was running out when printed by Brylane Homes so the label isn't usable. I call back and explain I need a replacement label. I'm told I can go online and print a replacement out myself. I go to do that but get a message that my item is not refundable. I call back AGAIN and this is when things really took a nose dive. The attitude I was given and the cockiness was unprecedented. I had MULTIPLE conversations with various customer services associates all who were now saying I am stuck with both trees and neither of them are returnable. They couldn't care less about the information I had been given and how I had followed the instructions I was given. All I kept being told is sorry you are stuck with both trees and that is company policy. Period. I have been trying to return the first tree since before Christmas when the second tree arrived... but without a label I couldn't! And I wasn't about to pay for the return shipping of a big Christmas tree when it was defective! I shouldn't be stuck paying that. I just cannot believe the scam and how they got me to buy a second tree. Do not trust these filthy people! You know when a teenager gets their first job at the mall or something and they get their first taste of being in authority and calling the shots? And how they feel so big and in control because they get to determine the fate of other people? That is how these people act. There is no care in their customer service at all. Scum of the earth. I will submit my complaints to the BBB, file a complaint with my cc company to try and reverse payment, submit a letter to the Corporate HQ of this company... and do all I can to spread the word about this horrific 'business'. Run... don't walk... away from this company's website and anything associated with it. The tree has been boxed up and ready to ship back for weeks now. I'm not going to unbox it just to add a photo of it. There was no dispute that the tree was defective anyway. Just that I was told to get a second tree before returning the first... and now they aren't letting me return either tree.