Serena & LilyReviews 115

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!

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.

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.

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 am very disappointed and wonder if the company has undergone new ownership. I have purchased items previously and loved them and had fast delivery to Canada. This time I ordered two items - a Capiz flush mount light and a carpet. The light had several defects and after a back and forth with customer service, who would not pay for my shipping for an exchange or reimburse the customs, they offered a modest 10% discount- which I found insulting. Further, the rug was shipped and reportedly delivered to my door but after further inquiry, the 'paperwork' had an error and ended up back in their warehouse. Now it is out of stock and won't ship for 6 months! After asking for a refund they informed me they couldn't refund the shipping and customs (almost $300). The icing on the cake is that I also got a bill from FEDEX for $108 for customs. Do they not send proper labelling stating that customs and shipping has been paid? Again, customer service was completely unhelpful and not willing to discuss with fedex. This whole process was extremely expensive and disappointing. I won't be shopping here again.

Washed flannel pajamas once & a button broke in half. So far the company has been useless trying to resolve the inferior quality.

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!

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

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.

We paid for white glove delivery and did not get them. Some guy just dropped it off and did not help set it up like white glove does. Now we have to get help from someone who is strong enough to help us.

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.

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.

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.

Purchased in 2021 and it has been very sparingly used. After 2 years, the slat cracked and the bed caved in. Please don't buy this bed since the construction is not strong enough.

Hi. Have purchased purchased countless items from Serena and Lily from furniture, to counter stools and chairs, lightening, hanging chairs, linens, etc. I have furnished two homes with many items from Serena & Lily. While some things are great (counter stools for one) others have had many issues (chairs with different sized legs, shipping issues, etc.). They are good at replacing broken items if you can get them on the phone but the problem is that there are too many quality control issues. Most recently, I contacted them about an outdoor pendant I purchased 4 years ago. Yes, I purchased it a while ago but it has been disintegrating for over a year now. I contacted customer service and they said that because it was over a year old and in the sunlight it is expected. I have many rattan pieces of furniture with it that are older. Not one of them has disintegrated like this one. Their description even says that it is for outdoor all weather use. Wish they would stand by their products. I now only purchase a few tried and true items from them.

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.

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.

I ordered a coffee table March 24th. I received an email that it shipped March 29th and I expected it to be delivered in plenty of time for my event mid-May. I did not hear from the transportation company Metropolitan Warehouse and Delivery for several weeks. Once I heard from them, delivery was set for May 9th. I waited at home all day for a delivery which did not happen with no phone call. When I still had not received the product on May 20th, I contacted Serena and Lily to cancel my order. Metropolitan then dropped the table in my driveway on May 22 WITHOUT signature and damaged the packing material. I have been trying every since to return this table without success. Their product might be good but getting it is a huge hassle. I live in my state capital - a major metopolitan area - not out in the country or in a remote area. To add to my frustration - Serena and Lily is charging me for the freight to return the table.

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.