Serena & Lily

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 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.

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 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 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.

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.

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.

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 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.

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.

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.

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.

I needed a new bed an island home, and finding something in stock to deliver fast was hard. I love the Harbour Cane Bed and Harper Denim Rug, it's so nice... I bought it twice for different rooms! Delivery is not easy here but I loved my experience including the assembly. The team was polite and helpful. I also loved the matching nightstands. Great look for a beach house.

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.

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!

Absolutely terrible customer service. I purchased 4 bar stools and the ship date slipped 5x already and pushed out two months from the original date. When I asked why and how they can continually do this to customers they blamed the pandemic and said tough luck. Unbelievably bad customer service and absolutely ZERO credibility. Who knows if I'll ever receive these bar stools.

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!

I was having company and splurged on the Grenada comforters and shams - they were very expensive, more than I would spend for a similar brand (like Ralph Lauren.) the quality was like a Target brand, very puffy filling with minimal stitching on the quilt, and of poor quality. Serena and Lily has a beautiful catalog, but I don't see how they can stay in business with such mediocre products. This was my last purchase.

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.

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.

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.