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I bought the hand-tied wool rug for more than $4000.00. After several WEEKS the wool strands began to come out of the backing, all over the rug. When I contacted S&L about this, I was told to tuck the strands back in and retie them. My rug is a 11' x 14' size. Obviously, this is impossible and such poor customer service that I will continue to post reviews at every possible location. After much anger with Serena and Lily, they did offer me a 15% refund if I agreed to accept the rug "as-is". What choice did I have? If I can prevent another person from purchasing from Serena and Lily, I will feel better. Would love to post a photo of ALL the loose ends, but rug strands are nearly impossible to take a picture of.
Tip for consumers:
If they had been professional and offered to replace my rug (perhaps mine was a manufacturer's fluke) I would have been glad. If they felt the manufacturer was a cheap, poor-quality business and offered to replace my full refund, I would have been happy. But to be told to snip the looses threads, tuck them back and tie the ends is ludicrous.
Products used:
I've bought other things from Serena and Lily, but the rug was a huge disappointment.
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