Serena & Lily

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 ordered a garden stool and have been waiting for the delivery for a month. This was not a custom piece. Today a box arrived with a heavy planter instead of the stool. The box was a mess, it's amazing the planter was not broken. The stool I ordered is now out of stock. The customer service person sounded like she was doing me a favor by refunding my money and having fed ex pick up the planter. My mistake I should have learned my lesson, I had pillow cases on order for 6 months and then they were discontinued too. Terrible supply chain management.

Sadly, they did not charge the full amount for an order. The card was lost (teenager error) and by the time they figured it out it was holiday full—tilt. I gave them a different payment by phone…. And they continue to charge the old card… up To 12+ times a day. I have contacted them multiple times a day with images of the charges…. No response. Charging card is on auto pilot… they appear to have no control within their billing department.
Customer service: POOR

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.

I bought my first comforter set in November, and by January it was already tearing! When I contacted the customer service they were not that great for the price, I simply wanted a replacement comforter as I had only washed it a handful of times and they only offered a 20% discount. In my opinion if their product doesn't hold up in the laundry then why would I buy it. Over all style wise 10/10, west and tear 6/10, customer service 8/10.

Purchased $5k worth of furniture including a living room chair. The chair had two options for fabric on the Cushing and Inwas told it couldn't be costumed. The store in Atlanta didn't have this specific chair so I had to buy without ever seen it live. I questioned about return policies and was told it could be returned within 30 days of arrival. I questioned about the delivery fee for returning and was told that as long as I kept the box they would print a return label at the store for me to pick it up and I would be able to ship the item back. When the chair arrived the color does not look like the website so I decided to return. The store said I couldn't return the cushion because it was customer and I had to pay for white glove service of $200 for the delivery(restocking fee). I questioned and they said that nothing could be done for me. The sad part is that I love the store and was planing on keep shopping there for the rest of my house since we are going for the costal style that they do. This review is still good because I went to the store in person and they apologized and allowed me to return the cushion and to send the items with Fedex service without the $200 for white glove that was never requested. For this reason, even though they were hard to deal with at the beginning, they provided good customer service at the end.

I purchased a bed, bedding and lighting from this company and wanted an accent pillow. The Westport, CT store has 3 but won't sell them because they want them on display. Why would you show a product for sale and not allow a customer to buy it? This makes no sense and is actually rude. They have lost my business. Customer service is important and this company is lacking a basic business education.

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.

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.

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.

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!

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.

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.

We splurged on a crib from Serena & Lily and have regretted it ever since. The first arrived with a cracked piece. The replacement (after weeks of chasing down customer service across channels with no response) was chipped AND defective in the same exact piece. We received our third today and began assembling just to find out our elusive piece is also defective (cannot be assembled). We are beyond frustrated and so wish we could wash our hands of the whole thing. Do NOT buy from Serena & Lily. They are overpriced and make a terrible quality product.

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.