Nicolas B.
UPDATE – Issues Resolved and Excellent Follow-Up From Bella
FINAL UPDATE: I’m happy to say that SeeHill has now followed through and resolved the outstanding issues. All 8 chairs from my original order were eventually delivered. As mentioned in my previous update, there were several quality issues: a damaged cushion, an incorrectly drilled seat, an assembly defect, and chipped/rough paint on one chair. After Bella from SeeHill contacted me, she listened carefully to all my concerns, was extremely understanding and kind, and genuinely worked to find a solution. SeeHill has now sent me an additional set of 2 chairs so that I can replace the parts affected by the defects. I had also expressed my disappointment with the thickness and comfort of the seat cushions, which are approximately 1.5" thick and, in my opinion, do not quite match the website's description of "ultra-thick high-resilience foam cushions." Since SeeHill did not have alternative seat cushions available, Bella offered another solution. As a customer-service gesture, SeeHill sent me 8 Sunbrella outdoor pillows of my choice from their website, which I have now received. I particularly want to recognize Bella's customer service. She was very helpful, patient and kind, listened carefully to the problems rather than dismissing them, and followed through with the solutions she discussed with me. I really appreciated the way she handled the situation. My initial experience trying to reach customer service was frustrating — I had sent four unanswered emails and had difficulty reaching anyone by phone — and the original order did have several quality-control issues. However, once Bella took over the matter, the experience changed completely. SeeHill ultimately stood behind the purchase, sent replacement chairs for the defective parts and provided the 8 Sunbrella pillows as compensation for the cushion issue. Problems can happen with any order; what matters is how a company handles them. In this case, Bella and SeeHill ultimately made a genuine effort to put things right, and I appreciate that very much.