Serena & LilyReviews 116

The worst customer service ever. Random, unexplained charges showing up on my credit card that are impossible to track. I have asked for a documentation of charges multiple times to no avail. I am 61 and this is the 2nd time in my life that I have taken the time to write a review. I could go on and on but it's been so exhausting. My experience was SO terrible that I even wrote to the CEO weeks ago and have not received a response.

I bought my first comforter set in November, and by January it was already tearing! When I contacted the customer service they were not that great for the price, I simply wanted a replacement comforter as I had only washed it a handful of times and they only offered a 20% discount. In my opinion if their product doesn't hold up in the laundry then why would I buy it. Over all style wise 10/10, west and tear 6/10, customer service 8/10.

We've ordered over $60,000 of furniture over the years and I am done. Every time we order we have problems. The first time I was pregnant and ordered a bed through a decorator. The bed was missing a part and she called them and they kept insisting it was our error. Finally, after 3 months, they sent a professional out - and he confirmed that we were missing a part. During this time, we called them over a dozen times and I was sleeping on a mattress on the floor with a newborn.

More recently we purchased three rooms of furniture and lighting. It was all months late, came in separate deliveries, and damaged! In addition, I had to email them several times to follow up and they would tell me it was shipping this week. But we didn't receive it for months.

I like the look of the furniture - but it is just terrible quality and customer service.

I ordered a garden stool and have been waiting for the delivery for a month. This was not a custom piece. Today a box arrived with a heavy planter instead of the stool. The box was a mess, it's amazing the planter was not broken. The stool I ordered is now out of stock. The customer service person sounded like she was doing me a favor by refunding my money and having fed ex pick up the planter. My mistake I should have learned my lesson, I had pillow cases on order for 6 months and then they were discontinued too. Terrible supply chain management.

Sadly, they did not charge the full amount for an order. The card was lost (teenager error) and by the time they figured it out it was holiday full—tilt. I gave them a different payment by phone…. And they continue to charge the old card… up To 12+ times a day. I have contacted them multiple times a day with images of the charges…. No response. Charging card is on auto pilot… they appear to have no control within their billing department.
Customer service: POOR

Disappointed with the quality. The beautiful looking Rosecliff chandelier hand rubbed finish had scratches from the coarse finishing. Returned it immediately.

Beware of shipping charges for Serena and Lily furniture. I wanted to order a rattan bench that was on sale and found that the shipping charge on the bench was $299 (with the sale price, that made the shipping charge over 40% of the cost of the bench! I called my local store to see if they had the item in stock and was told they only had a floor model. I was told the store would have to order it for me and they could not have it shipped to the store and would have to still charge me the $299 charge. I will not be buying anything from S & L until they resolve their shipping issues.

I purchased 4 Avalon Bar Stools from the Serena and Lily outlet. I was told that these bar stools were in perfect condition by the manager of the outlet. At the time, no damage was visible. After a few years of use, we noticed that all the seats were developing holes in them. These holes were coming from the nails used to secure the seats to the base. The Avalon stools are made of wicker. When I contacted both the outlet and the retail store, I was told that they would not replace them since I'd purchased the stools at an outlet. I was confused and so disappointed. Both store managers reassured me that the stools purchased at the outlet were exactly the same as stools purchased from the store but since they were purchased at an outlet, they wouldn't replace them. Could you imagine paying full price ($650) for stools that wouldn't last for more than a few years? I was grateful that I had not paid that much for each stool, but unhappy that a company as large as Serena and Lily wouldn't stand by the quality of their product.

I ordered bath rugs 2 days ago. Was on site looking at something else and saw rugs on sale today. Called no price adjustment. Bad customer service will never buy from SERENA & LILLY AGAIN!

I'll start with the positive- their bistro stools are amazing. Very high quality and they are perfect for families as they clean up easily.

Now the bad- their shipping is a joke. Not only did I need to spend $100 to ship 3 12 pound stools, they basically sent them using FedEx's cheapest option. It's taken OVER A WEEK for them to get here. What year is it?

Oh and the kicker on this- there's a Serena and Lily store in my town, but they don't carry inventory! What a joke!

Absolutely terrible customer service. I purchased 4 bar stools and the ship date slipped 5x already and pushed out two months from the original date. When I asked why and how they can continually do this to customers they blamed the pandemic and said tough luck. Unbelievably bad customer service and absolutely ZERO credibility. Who knows if I'll ever receive these bar stools.

I was having company and splurged on the Grenada comforters and shams - they were very expensive, more than I would spend for a similar brand (like Ralph Lauren.) the quality was like a Target brand, very puffy filling with minimal stitching on the quilt, and of poor quality. Serena and Lily has a beautiful catalog, but I don't see how they can stay in business with such mediocre products. This was my last purchase.

Besides waiting five months for the bench, the craftsmanship is poor despite of the thousand dollar price tag! Sitting upon the bench, it is rickety, definitely not a solid experience.

I needed a new bed an island home, and finding something in stock to deliver fast was hard. I love the Harbour Cane Bed and Harper Denim Rug, it's so nice... I bought it twice for different rooms! Delivery is not easy here but I loved my experience including the assembly. The team was polite and helpful. I also loved the matching nightstands. Great look for a beach house.

We ordered a banquet about 1 year ago. They took the order and sat on it and then months later said they couldn't get the fabric we wanted. The said they would get it. Months later they missed the next deadline and said we had to pick a new fabric. We did. They missed three more delivery dates. And NEVER called us once. We had to reach back to them each time and ask them what was going on. While we are waiting on the last delivery date they put our banquet on sale for $1000 off. They refused to honor the sale price. We argued and complained, and again no oneever called us back. Finally, we had to take a 15% off discount or refuse the order and pay a penalty. Never again would we deal with this company. Horrible service, so integrity or ethics, and not at all in command of their operations. Now that we have the furniture, our enjoyment of it is tainted by the horrible experience we received from them. Go elsewhere even if you have to pay more. It would be worth it.

I ordered a pillow cover in March. They gave me an estimated shipping date of 3 weeks out. From there the arrival date was extended about 5 times. It eventually arrived end of June. Being just a pillow cover there was no sense of urgency but this is very misleading. The rep explained the items come from India or Istanbul. Honestly for what you pay I was disappointed in the material.
Please read Terms and Conditions for there is a $15 restocking fee for returned items. I will stick w/ Frontgate or Ballard. They are honest about ship date and I assure you, they don't charge $15 if you have a return.
Best of luck maintaining a customer base.

Serena & Lily's customer service was top notch. Their design consultants did an amazing job in assisting myself and my family in getting our home to the place it deserves to be!

I am so happy with the products I've purchased from Serena & Lily, they give my home an instant facelift. It's like I've hired an interior designer for a fraction of the cost. I've purchased many textiles, pillows, bedding, towels, wallpaper etc. It has dramatically changed the look of our home, making it much more welcoming and cohesive. Additionally, I've purchased counter stools, dining chairs, a dining table, coffee & side tables, and consoles that add the perfect coastal look & exceptional quality. The delivery process was seamless and ordering at their stores was a wonderful experience. Working with their talented sales people was helpful in making selections. Very happy customer!