Serena & LilyReviews 115

I had recently purchased and installed S&L wallpaper in my bathroom only to make a mistake with the final panel. When I went looking for a replacement to finish the job, the style was sold out. I looked everywhere, online, stores outside my area, but could not find it anywhere! I called and spoke with an associate in the Westport, CT store that said she would try to help, and a few days later I got a phone call saying they located some extra material with my same style in a sample section of a store 5 states away and that they were overnighting it to me free of charge! Now my bathroom looks wonderful! Great customer service and follow up! Thank you!

Worst shipping ever. In this day and age of one day shipping, I don't understand how they can be sooo slow when things are in stock. Went into their Westport Store and the designers were all busy with their Westport Housewives, but pretty much have very little displayed and forget about buying anything off the shelf. Honestly, I just don't have the time to deal with them. Ballard Designs has a lot of similar colors and if you have any design sense whatsoever, it's very easy to source similar items elsewhere for a lot les money and less aggravation.

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.

Serena and Lily is the WORST. They authorized a return, and fed ex confirms they received it. Now, mysteriously, they fail to give me the credit, refund, and simply stopped answering my emails. Had to resort to stopping the original payment thru my AMEX.
Reading these reviews is proof of how bad they are.

I purchased 3 Balboa kitchen stools. Noted poor quality and tears in the rattan. Could not reach customer service by phone so sent email. Did not receive any response. Buyer beware!

Looks beautiful but the rattan has not held up I have 4 of them at my kitchen island and use them daily for my family of 4, all adults. We are average size people, we are gentle on them. The rattan has broken away and has caused the middle of the seat to cave. In fact I have used shipping tape to hold the seat together so it doesn't continue to break.
The seat should have been reinforced in the mfg process Buyer beware

Please make sure you read their terms and conditions. They don't do price adjustments. I hadn't even received my item yet and they wouldn't do a price adjustment. If you think you can return and reorder, think again, there is a 15% restocking fee. They weren't interested in keeping me as a customer.

I had some issues with Serena and Lily's delivery partner (Ryder - Maryland). When I called them to resolve the issue, they basically didn't listen and kept repeating the same line. I called Serena andLily customer support and they said they would look into it but they never followed up. Horrible customer service especially for the price point - the service I received is what you expect from overstock.com or similar website. I regret that I didn't go to my local home furnishing store where I bought most of my furniture and custom window treatments.

Terrible client service. Sell you on products with the "design center" then refuse to take anything back if it isn't as advertised. Very disappointing for what seemed like a good company.

Here we are 12/24 and no lanai mirror that was ordered in August. Received email that it was sent out on 12/7 w Ryder trucking. Never received and they are saying its lost. How do you lose a large mirror. This was to be a Christmas present. Very disappointing.

I was very excited to order Serena and Lily... thought the cost was worth the quality. Unfortunately the paper had a recurring flaw in one roll that wasn't really noticeable until installed and dried. I called Customer Service, who was very nice, but didn't know about wallpapers, whether I needed to replace all rolls, when new paper would be delivered, no compensation for my lost materials, time, etc. I then had to strip out what was already done and start over with re-priming the walls.

They showed things on the site that they didn't actually have, and I ordered on Black Friday. Then they let me know they don't have what I need, and I missed out on buying at other sites on Black Friday! I missed all the deals! They then did not even refund me for the shipping or compensate me in any way. The customer service is terrible and they completely overcharge for shipping. Who the heck still charges so much in shipping?!

I bought a throw pillow from Serena&Lily on line. It looked so beautiful in the pictures. It was very expensive. It was to be the highlight of my decor. Waited 4 months for it. When I got it I was so disappointed. The pillow was burlap and it was picked. The embroidery was faded and not done very well. The entire pillow was wrinkly and faded. I will NEVER buy from this place again. I bought a pillow from Citizenery and it is SO beautiful and it was cheaper.

I paid over $500 for a beautiful lamp. At almost a year, it has tarnished and pitted on all the metal trim. It looks old and cheap. I started contacting customer service August 30. I sent photos and upon reviewing them the representative wrote back and said they would provide store credit. I have my credit card receipt that was for only this item ordered online. Now, they want the order number that is only available on the original receipt. When I couldn't provide it, they didn't get back to me. Products usually don't fail right away especially furnishings. They have no intention of guaranteeing their product. I'll never do business again with them. They purport to be a high end store but the quality of the merchandise is sub-par at best. They are selling expensive junk.

Ordered 4 chairs in February (it's now august). Got an email in April saying that 2 of our 4 chairs would be delivered in May. Those 2 chairs were not delivered. I contacted customer service and they looked into it and found out that the chairs were "lost." No explanation. No apology or signs of regret. No attempt to rectify the situation. After 5 or 6 more customer service calls, I finally got someone who could help me get those first two chairs delivered. After 8 or 9 calls, I was able to find out that a new shipment of our "back ordered chairs" would be arriving at the company on July 1st and we would be "at the front of the line" to receive our remaining 2 chairs. Later found out that all those chairs went to other customers. Apparently, we weren't even in the line, let alone "at the front." After another call and several emails, I have been told that we will be getting our 2 chairs from the shipment that arrived at the company on July 30th. We've already received an email saying that our delivery has been pushed back to middle of august. Still waiting to see if we actually receive anything this month. I don't know how this company is still in business. Do not waste your time and energy. There are plenty of other companies that make nice furniture and actually care about customers.

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!

I placed an order in March for items that were on a 3 month back order. Two weeks before my order was estimated to ship, my credit card was closed due to fraudulent activity - not realizing at the time that the shipping date on the items was approaching given the long wait time. The "customer service" group apparently sent emails letting me know I needed to update my payment information in order to finish processing the order right before my ship date that I later found in my spam box after calling them. No attempt to reach out via phone was ever made and my order was cancelled 5 days before it was supposed to ship. When I called to update my payment information before the ship date, the representative was very unhelpful and of course there was no manager available to discuss the issue with after asking several times. The best they could do was reprocess my order and put me to the back of the line for the items that were once again on a 3+ month backorder. I am sure that the unhelpful, unsympathetic customer service department stems from the fact that the company's items are unfortunately in high demand and they can get away with operating that way. I will not give them repeat business and will do my best to give my money to companies who treat their customers better. I wish I would have researched the company a little bit better before I fell into the trap of needing to having their trendy furniture. It seems as though others have had bad customer service experiences as well.

It's super unfortunate because I like their catalog, but the customer service is terrible. My mother is an interior designer and she warned me about the awful customer service and experience she had with the company. To prevent the same, I called the company in advance of placing my order and was assured that the items were in stock and would be delivered. The rep was lovely, but that's where it ended. I placed my order which included multiple items (both furniture and bedding) and when it was scheduled to arrive, the delay emails started to arrive. The customer service teams only response was "do you want to cancel?". I stuck it out through a few delays, and 2 months later, reached out to them, only to learn ALL items were on backorder for another month. I canceled my order. Again, no explanation. No elevation. No trying to retain me as a customer. The service is going to be the death of what could be a good brand, but honestly, you can find everything elsewhere for less expensive.

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.