Serena & Lily

As a reputable designer in the Michigan area, I visited the Birmingham Design location. Initially was in awe of the overall aesthetic of the brand and ready to engage with the associates. Everyone was sitting staring at their laptops and phones, No greeting, another associate was drinking coffee and talking on her cell phone and this was a manager?! Noticed several business vacancies in the area and extremely disappointed to see that this location will not make it either. Very disappointing and walked with my client to a competitor who was thrilled to see us!

Agonized over this purchase, and I watched the price go oddly up and down over several weeks. When it went back down a bit, I ordered two. They are mismatched, with one being almost 4 " deeper than the other. You can't line up the feet without seeing one's back way behind the other; you can't line up the backs without the other's feet being 4" behind the other. Delivery via FedEx was also a problem, as the 2 huge boxes were left in my front yard, upside down. Not a good experience for such an expensive purchase!

I ordered sheets, extra pillow cases, and Euro shams. The workmanship is so poor. The corners are not square. I attempt to try to square corners but seam prevents ability to do this. In addition, S&L charges tax on shipping charges. For the price charged there have to be companies that have better products.

As a designer myself, I wanted to take advantage of an actual retail experience near my Michigan home. Luckily my daughter was able to join me for our day trip to design her bedroom. We were not greeted although several workers were huddled on the furniture. One of the gals told us she was the mother/daughter expert in design, interesting concept since she was not knowledgeable on product or any familiarity with luxury designers. Overall, would rather work with another location. I later phoned the store I visited to speak to management and told leaders were gone for the day.

Serena and Lily market themselves as a high end furniture store. They are not. If you have any issue with
An order you will not be able to get anyone on the phone. They are rude and know nothing about customer service.

I bought the hand-tied wool rug for more than $4000.00. After several WEEKS the wool strands began to come out of the backing, all over the rug. When I contacted S&L about this, I was told to tuck the strands back in and retie them. My rug is a 11' x 14' size. Obviously, this is impossible and such poor customer service that I will continue to post reviews at every possible location. After much anger with Serena and Lily, they did offer me a 15% refund if I agreed to accept the rug "as-is". What choice did I have? If I can prevent another person from purchasing from Serena and Lily, I will feel better. Would love to post a photo of ALL the loose ends, but rug strands are nearly impossible to take a picture of.

I had the harbor cane bed delivered a month ago for our beach house and after sleeping in the bed for less than a dozen nights, I noticed that the rattan is chipping off in about 30 spots. It is very visible. After initially offering me a 15% discount which I was not interested in, Serena and Lily customer service subsequently offered me the option of a replacement of the same bed or a return for a refund. I opted for a replacement but if it happens again, I have the option to return. Hoping the issue was due to faulty caning material on my particular bed. Customer service was very responsive.

I bought 2 rattan bistro chairs to use in my kitchen. One had a problem and they replaced it. The same chair is coming apart and they will do nothing to repair or replace it because it is 2 months old.

My wife and I bought two bar chairs for nearly $1,000. When they arrived, the quality was so bad that after opening the first one we refused shipment from the carrier and sent both of them back. No way would anyone pay $1,000 for the chairs we received. Once returned, Serena & Lily issued credit for the product only. Billed us $160 in freight for receiving and returning product they should be embarrassed to sell. We have purchased other items from S&L, and we are NOT customers who buy items and ship them back for no reason. Regardless, we spent $160 to learn that we shouldn't buy from Serena & Lily in the future.

I ordered a bed and foundation from Serena Lily. The foundation came and would not fit through the doorway up the stairs. I refused the shipment. Serena Lily had charged a deposit. When I asked about refunding the deposit they said they would not return it. Who designs a foundation for a bed that does not fit through a door way?
There are alot of other good companies out there. I would definitely think twice about doing business with Serena Lily.
Garnet Hill would have been a much better company to order the bed from with great customer service. I believe Evelyn was the customer service contact at Serena Lily.

Yesterday I received an email from Serena & Lily stating that as a thank you for my business, please enjoy free shipping on everything… good for a week. There were no stipulations and no fine print. When trying to use the code on a sale item, the code did not work. After contacting customer service, I was told free shipping could not be used on sale items. No where was the exclusion of sale items stated in the email. A few weeks ago, I ordered a sale item during a site wide free shipping event and the item was, indeed, sent with no charge for shipping so I know it is possible for S&L sale items to be eligible for free shipping promotions. If the email states free shipping for everything, and no exceptions are indicated in the email, the company should honor the promotion. I am very disappointed with Serena and Lily.

My order took 4 weeks and arrived on a box broken and re taped when I called them I waited 30 minutes each time I call and when after 3 phone calls they answer they said " well the items were in the box so" unacceptable service for the prices they have

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.

This is the second time that I ordered an item that was listed as "in stock". I ordered one late during the pandemic but after several months, the item never came. I gave the company some grace because of covid shipping delays. This summer, May 15, I ordered a quilt that was supposed to arrive in 10 days. Now it is August 19th and the quilt is not here. I don't mind waiting if I'm given a reasonably accurate time frame but this company doesn't offer any updates.

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!

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!

I'm a professional wallpaper installer and in all my years I've never seen pattern run off this bad. In the directions S+L are basically acknowledging this issue. "Line up pattern at eye level" Yes and then the entire rest of the seam runs off. Do not but thier products. Customer service brushed us off as well.

Bought these cute chairs because I live by the beach and have a pool. Hoping to leave them by the pool when not at the beach. They haven't left the pool area where they are under an umbrella. No one has even sat in them. Mildew everywhere and cane is already breaking. I've only had them for four weeks. Very disappointing!

I ordered the Riviera side chairs and when I receive them I thought they must've been for kids. I'm not a large person by any means and don't have a wide load, if you know what I mean. My rear hit the side of these chairs and that is not comfortable! Then they charged me $214 to return. That's my last order!