Business ProfileforSerena & Lily

Thanks in advance for an apology for a "frustrating experience". That seems to be their blanket response to everything.I would really love to leave a product review on Serena & Lily's website, but there's not an option for that. I purchased a rattan chair for outdoors. It was recommended/ordered through my decorator. The chair was in absolutely horrible condition after only a couple of years. When I purchased it, I don't think Serena & Lily offered an indoor vs outdoor version. They do now. S&L customer service would not help at all since the order was placed through my decorator. I contacted my decorator and received a brand new OUTDOOR version. Apparently the rope is still not outdoor friendly. The chair is pretty and although no one sits in it, the rope is still shredded and deteriorated. I think the rope lasted maybe 2 years.So again, I contacted S&L, this time asking for a new rope. They will provide ZERO assistance if your order was not direct through them. You can have all the paperwork in the world and they will NOT help you. Extremely frustrating. The original order/orders were shipped to my address. Why can't you just send a replacement rope to the same address? Also, my outdoor "mold/mildew resistant" chair is covered in both mold and mildew. The directions say that you should only clean with a dry cloth...nothing else. Do you know what that does? Nothing. It needs some sort of cleaning solution, scrub brush, etc. I can't simply dust my outdoor chair!To sum it up, don't buy any "outdoor" items from S&L. Their products DO NOT hold up. My chair is under a covered patio. It gets a little sun and little rain mist, but it's still covered. So if you're buying anything for an outdoor area that is uncovered, imagine how fast that is going to go wrong.Way too expensive for the quality of items being sold. This isn't my only S&L purchase. But, it is 100% my last.

Good morning,
Thank you for your feedback, and I am very sorry for your experience. To ensure that I am detailed with my support, I do like to connect privately with our customers, and I would love to connect with you at your earliest convenience. I will send you a private message to the email on file to find an appropriate time and method of communication. Again, I am very sorry for your experience and would like to help ensure we have a sustainable solution for the replacement rope and any other needs. 
I hope you have a wonderful weekend.