Serena & LilyReviews 116

I've been a fan of theirs online for years, and in a new home, I've been trying to design, on a budget. Their La Jolla baskets went on sale, and I ordered a pair, but they didn't work for the space, especially not at the price (138 onsale, 178 regularly). When I get to the end of the order I notice the shipping -- 35, more than West Elm, CB, CB2, Lulu and Georgia, and literally any other online store. Yikes, OK. Then they arrive, and they just don't work. When immediately processing a return, the customer service rep (Meagan) says that it will be 25 to return. Um, what? Apparently, they are "too small" to offer complimentary returns, which is not the case with any of their similarly sized competitors. It's 9 PM and we're going back and forth over email regarding this absurd upcharge, and then Meagan just... stops responding. No "I'm signing off, talking to my manager, etc" Just stops. I email the next day. Nothing. Finally I have to call, and the customer service rep is bland and unsympathetic, and I still have to pay the 25 shipping-back fee. And, since they don't refund all of the tax on the purchase (seriously, WTF), I end up paying 70 bucks for baskets that don't work and were in my house for a whopping 36 hours. And to top it off, I find a pair at Home Goods that is just as nice, for 50.
Moral of the story: don't go to this wannabe-Instagram influencer place with crappy service. Just go to Home Goods.

I ordered a shower curtain and realized at checkout it would be $15 to ship. $15 seemed a bit exorbitant for a $70 shower curtain but I paid it anyway. I received an order confirmation but almost a week went by and I never got a shipping confirmation. I went to their online chat and asked them to please give me a status for my order. They replied that they would "get back to me via email." WHAT? No, that is not how chat works. Another 2 hours go by with no response via email. I called customer service where they were experience "higher than normal call volume" and was given the option to have a call back by selecting "1". I did that and nothing happened so I continued to hold for another 5 minutes. Finally got someone on the line only to tell me that my order hadn't shipped yet and it was still within their 3-10 day window because they window is weekday only. So now I'm a week past my order date with still no item on it's way to me. Ridiculous. If I ordered from any of their competitors I would have my item by now and would not have paid $15 in shipping. Get with the times, Serena & Lily.

I am writing this review on this site because Serena and Lily does not let you post any reviews. Sadly I now know why.
I purchased a jute and sisal rug with a dark blue navy border in August. I was in love with it until I noticed that loops were pulling out. As the months went on more and more of the fringed loops appeared. I called customer service and sent photos of my rug. Weeks later I called to find out why I had not heard back. I was told the customer rep had been out with strep for the past three weeks. So I resent the pictures. I was told that I could not use a vacuum with a beater brush. I told the sales woman I did not have this type of vacuum. Then I was told that it would be best to sweep it. Seriously? Sweep it? This is is in my den. How do you sweep an indoor rug? I was told that she would talk to a supervisor about it. This morning I received an email reiterating the directions from their website on how to care for my rug:

Rotate every three to six. Annoying but OK. Doable.

Vacuum without using a rotator brush. I had made it clear I did not have a vacuum with a rotator brush!

Do not pull on loose ends. Tuck back. Hmmm. Guess this is big problem if they need to mention it, AGAIN!

It ended with: please let me know if you have any further questions. Have a good weekend.

REALLY? That is all you have to say? Sorry, we sold dud. Live with it! Nice customer service.

I need a rug for my bedroom. Not buying it from Serena and Lily. And neither should you!

I placed an order of about 650.00. During the course of checkout, my promo code came off and I didn't notice until I finished paying. Emailed customer service all info. NO RESPONSE. Called customer service and woman said... nothing I can do. Said there is no way to give any credit or adjustment to a credit card. That's hard for me to believe. I asked to talk to a manager. Was told all managers were busy but she could have one call me. NO CALL BACK. Will never buy from again and do not recommend to anyone.

Placed a large furniture order ($6K+) for all in stock items. It's been weeks past the delivery date and no one at Serena and Lily has been able to locate the furniture, advise on delivery timing, or let me cancel the order. I am 9 months pregnant and have been sleeping on the floor for weeks with no end in sight. NIGHTMARE!

Worst online order, delivery and customer service experience EVER... and I shop online 95% of the time for home and fashion purchases. Oh how I wish I'd read all of the negative reviews about Serena & Lily before wasting a ridiculous amount of money in ordering a linen "summer" robe on May 10! It finally landed on my doorstep on August 27th--DEFECTIVE. I received a linen bathrobe without the all-important BELT. I attempted to reach customer service several times, with very long waits. I finally reached someone on 8/27 after a 20-plus minute wait time. I was assured I would receive a free return email within two business days and did NOT (and still have not). I've sent two emails to this company's customer service address over the last several days and have still received NO RESPONSE. My next stop will be to the Better Business Bureau, on Tuesday--and I would suggest the same to all others who have had such a bad experience with this company. There's been nothing serene about my experience with Serena & Lily.

Update: We have been contacted by customer service and the situation has been rectified. I appreciate the willingness to make this right.

I'll be opening a claim soon since I still haven't received a rug we spent over $1k for. So many calls to change the delivery date. One rep told us they only do deliveries in Texas once a month which is why the wait was so long. Finally the day comes and over an hour into the 4 hour delivery window we get a call that the driver is "sick." Someone will call to reschedule. If it's true they come once a month I am not waiting another 4 weeks. These people are crooks.

I love Serena and Lily products and have purchased many items. My problem is with their online customer service. It has really gone downhill! Had many problems getting credited for items I returned and at the end of it, they took my name off their mailing list. Really? I foolishly ordered more items after that issue, and now am in the process of trying to return a couple of them. No one answers the phone! No one replies to emails! Does anyone even work there? It is appalling. They are currently offering free shipping and free returns on bedding. The catch is, you cannot get anyone to help you with your return.

The review is for S&L pricing only, as I have never purchased from the site. I do a lot of online shopping, and sometimes I see the same merchandise sold by different vendors, at wildly different prices. This is the case with S&L. A Moroccan pouf that they currently sell for $498 is available on Amazon for $169.95. It is the same item, I know, because I bought it from Amazon and I recently saw the S&L one at a consignment shop (the shop notes the source of their consigned goods on the tags). I've suspected this of S&L before, but have not had proof, before now, that they were selling and marking up the exact same goods as other vendors. Now I know It's true. Buyer beware.

I ordered an item on Serena & Lilly. Before ordering, I contacted customer service to make sure the item was still in stock and could ship on the estimated shipping date that was listed on their website. Customer service replied that "yes, of course, we'll ship it on that date". I ordered the item and got a confirmation that they would send a separate email once the item was shipped.

The shipping date came and no word from Serena & Lilly. I sent an email, no reply. Today, I called them "oh... right, looks like the item is out of stock, we'll need to cancel your order"... And they weren't planning on letting us know themselves?

Grmbl! Horrible customer service!