Serena & LilyReviews 116

I know it's Covid Delivery Rules but this episode is ridiculous. Our Interior Decorator and I chose 8 chairs and a new casual dinning room table for a beach Condo. Also in the same order we requested 3 matching counter height stools. Of course since it all comes slow boat from China it took months. No one ever thought to have inventory on hand in the USA like much much cheaper Rooms to Go…? Well part of the order came and goes to some distribution center or point where a contract delivery company takes over. They messed every thing up. This delivery is going to a second home, so we made arraignments to drive 4.5 hours one way to be there. It didn't come because the driver said that his truck was too big for the gated community. I call dispatch and she said that it takes 48 hours to reschedule. They farmed it out to a second delivery group that come in a very large box truck …no problem. We were notified that the last part of the order was on its way to the distribution point. They were to call 4 to 7 days before delivery. No call but it was delivered yesterday. Luckily even though we were 4.5 hours away my daughter's family were on the island. The boxed stools were left on the door step. Do not buy anything unless you enjoy hassles.

I purchased a bed, bedding and lighting from this company and wanted an accent pillow. The Westport, CT store has 3 but won't sell them because they want them on display. Why would you show a product for sale and not allow a customer to buy it? This makes no sense and is actually rude. They have lost my business. Customer service is important and this company is lacking a basic business education.

When I placed my first order for a lamp@ $700, S&L put through a pre-authorization right away even though they didn't have this product. The funds were held from my bank account for 5 days. When product finally shipped, I now have two more deductions for $700! Customer Service rep says "one was a preauthorization and should drop off in 5-7 days". Seriously? What if I had spent $7000?, would my account be held up for $14,000? This practice alone will prevent me from continuing to order from Serena & Lily... and now that I read other reviews about their poor Return policies etc... I just wish I had read these reviews before I did business with them.

My first order and experience w/ customer service was not good but they came through. I t is fun to spend money with Serena and Lily. Their designs are refreshing and they turned a cranky customer into a fan.

We splurged on one of their white washed breakfast tables and 4 of the sunwashed chairs. Within a couple of uses, after doing as directed to care for the table, the finish was coming off in flakes. The wicker on the chairs has already begun to fray, in addition they have got to be some of the most uncomfortable chairs I have ever sat in. When I reached out to customer service, I first called and left a emailed, explained what I could in a quick email as I was on may way out the door. I felt that I needed to explain more so I called and left a voicemail (to which no one ever replied) the original rep emailed me back with some sarcastic answers, and basically said I was responsible for shipping to return and also would not be refunded the original shipping, never asked for photos or anything. I am out nearly $500 for shipping on a table and set of chairs that I would have had better quality expectations from Target. Shame on S&L for spending all their focus on marketing and not enough time and care into their customers. I will NEVER buy from this company again, and secondly as a designer will steer my clients far away from them. Terrible doesn't even cut it.

I splurged on a bench and it ended up not working in my space. The piece was beautiful- no issues... However, the customer service to coordinate the pick up (which they charge you $69 for find that odd as i ordered a table from WEST ELM that didnt work and there was no charge for pick up) was awful. The wait times were over an hour, so i did the call back option and it was hours before they would call. They also only function on west coast time, so you cant call them till 11ish EST. No biggie, however I was surprised they don't have an east coast team to accommodate all time zones. Small stuff

Anyways- the bench got picked up a month and still no refund on my AMEX. When i called, the customer service rep told me he had to process my return and escalate it up to his manager? No idea why it wasn't already being processed? I thought maybe the holidays but it was almost a month later. THEN I get the refund back only to find out they discounted my original amount by 20% and called it "customer accommodation". Now I have to call again and fight to get back my $159... not to mention, since when did companies charge customers when they call in for help?. I should NOT be charged. I will NEVER buy anything from this company again.

I had ordered a set of pillowcases to replace one that never came back from the hospital where my husband unfortunately died of Covid. I waited about 2 months for the delivery and wasn't notified there would be any delay until weeks after I placed my order... also, I do have a store nearby and have avoided in-person shopping but should have just checked with them first... Since I had ordered a rug and other linens from Serena & LilyI did not expect this type of service but would certainly not recommend them to others...

I called in the early part of December if my order would be able to be delivered before Christmas. I was assured by Customer service it would. I placed the order on December 6th--- had no notice of delivery. Called Fed ex--they said contact supplier. I contacted them, they said contact FED EX... told them that doesn't work.
Then I got a notice that it would be delivered by Fed ex on December 18. No delivery.
Called, waited on line 1.5 hours, then pressed the button for call back. Never get call back.
Have no idea if their product will be any good. Wish I would have read these reviews. I would not have purchased from such an expensive, terribly organized company that doesn't give a $#*! about customer service.
Will likely go back to credit card company and contest payment and cancel this terrible mistake.
I hate people who take advantage of others, especially while so many are suffering. We want to give business to those who deserve it---not shams like these.
Barbara Tackitt, Los Angeles, Ca

I ordered chairs ($3000) from Serena and Lily over 2 months ago. I received a delivery confirmation email, however, 4 weeks later the chairs had still not arrived. I then began trying to contact Serena and Lily to figure out what happened. Over a dozen phone calls and emails later (I waited on hold 90 minutes on one call) I have not received a single response. It has been over 2 weeks since my first attempt to contact them. Is this a real company? They took my money, don't deliver product, and then I cannot contact a single live human being. Seems like a con shop.

I ordered 3 Millbrook counter stools from Serena and Lily. Shortly after receiving the counter stools, the seat caning began to pull out of one of the stools and a piece of wood that 'anchored' the cane popped out as well. After waiting an hour for a customer service rep to come on the line S & L arrange for a new chair to be sent. They said a company delivering the new chair would pick up the broken one for return for return to Serena, etc. That did not happen and the defective chair lived in our garage. The new counter stool was delivered and subsequently broke as well. Another 1 hour wait for phone servce, multiple emails, and crickets on the business end was frustrating. After observing how easily those chairs broke and how much they charged ( $798.00 - each!) they should be ashamed of themselves. The wood is so light that I can pick up one of the chairs with 2 fingers. Their catalogs are beautiful but buyer beware. To me it seems that quality is not important to this company but charging the highest price possible is of utmost importance to Serena & Lily. Not enough customer service help within the office so all of this adds up to a feeling of, I have just been ripped off. In addition embedded within their sales agreement is a 30 day return window. I don't care if smoke and mirrors make their stuff LOOK incredible. I will not patronize this business again.

Serena and Lily has beautiful products. The quality of them is on par with RH - but that's where the similarities end. Their customer service is absolutely abominable. Promises upon promises that are never delivered. And it's incredibly difficult to ever get anyone on the phone. They ask you to email to get a faster response - but I sent three emails, every 5 days, with still no response. The delivery company they use is also a joke - scheduling furniture deliveries and then cancelling morning of, only to push the delivery out two more weeks. And just FYI - this hasn't been a one -time occurrence. We've ordered over $20K in merchandise from them over the last 6 months and every time it's the same thing. We keep going back to them because we love the style, but no more. They are a nightmare to work with - especially if you need to return something.

In spite of my order confirmation still saying that my item was due to ship weeks ago and that I would be sent an email once it ships, I have received no confirmation still. I cannot get through to anyone, and no one will call me back. Their email service says it will take ten business days to get back on average. Ten days? I had read the reviews and should have listened. I was nervous making the purchase but decided to go on ahead, and here I am in the same boat as so many others. I wouldn't recommend doing business with them.