Serena & Lily Reviews

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.

At first customer service let me down but they came through. Design team is lovely to work with.

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.

**AVOID**
HORRENDOUS! Packaging was not adequate enough and my wallpaper arrived creased, plus there was some kind of coding printed on the wallpaper, all in all making it totally unusable. $700 wasted. AVOID AND DONT WASTE YOUR MONEY LIKE I DID

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 purchased two baskets for our nursery. They were very different colors from one another (one of them being an awful greenish tone). I emailed their customer service and received an automatic response that they would reply in 3-5 business days. Never heard back. Emailed again after a week. Never heard back. Awful customer service. So glad I didn't order anything else like our nursery furniture from them. I would have been very upset.

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.

Customer service and order follow through and delivery are the WORST. If it were a one time experience it would be annoying but forgivable... but every experience with this store is appalling.

I ordered a very expensive rug 3.5 months ago and still yet to receive it. They finally got back to me and told me it shipped. Now the estimated arrival date is next month. Very sketchy company for the price they are selling at. Also paid over 100$ for shipping. If it does not arrive next month I'm taking them down for fraud.