Serena & Lily

I ordered a pillow cover in March. They gave me an estimated shipping date of 3 weeks out. From there the arrival date was extended about 5 times. It eventually arrived end of June. Being just a pillow cover there was no sense of urgency but this is very misleading. The rep explained the items come from India or Istanbul. Honestly for what you pay I was disappointed in the material.
Please read Terms and Conditions for there is a $15 restocking fee for returned items. I will stick w/ Frontgate or Ballard. They are honest about ship date and I assure you, they don't charge $15 if you have a return.
Best of luck maintaining a customer base.

I ordered chairs ($3000) from Serena and Lily over 2 months ago. I received a delivery confirmation email, however, 4 weeks later the chairs had still not arrived. I then began trying to contact Serena and Lily to figure out what happened. Over a dozen phone calls and emails later (I waited on hold 90 minutes on one call) I have not received a single response. It has been over 2 weeks since my first attempt to contact them. Is this a real company? They took my money, don't deliver product, and then I cannot contact a single live human being. Seems like a con shop.

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 agonised for months about some white curtains with tassels - they were so expensive at around $70 per curtain (ie you would need two for a single window) but finally they went on mega sale and I bought three pairs. But when they arrived I was shocked. Not only are they just a VERY thin piece of totally plain white fabric, but the tassels are just on one side of the curtain, and they look cheap. I cannot believe these would sell for over $70 for a single piece. I would never buy another thing from them - the prices are insane.

Beautiful umbrellas. At $1000 each, you would expect that I sent you the bolts to screw into the bases.

Called Customer Service over a month ago still haven't received the few dollars worth of bolts to make one of the umbrellas functional. After a few weeks got tired and went to Home Depot and found the bolts myself and made it work. Silly that a company charges you $3000 from products and can't get the Customer Service to take care of a few dollars issue. Please be aware that as long as you don't need customer service it's fine to do business with this company. If you have any problems, you're on your own.

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 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.

When I placed my first order for a lamp@ $700, S&L put through a pre-authorization right away even though they didn't have this product. The funds were held from my bank account for 5 days. When product finally shipped, I now have two more deductions for $700! Customer Service rep says "one was a preauthorization and should drop off in 5-7 days". Seriously? What if I had spent $7000?, would my account be held up for $14,000? This practice alone will prevent me from continuing to order from Serena & Lily... and now that I read other reviews about their poor Return policies etc... I just wish I had read these reviews before I did business with them.

Update: We have been contacted by customer service and the situation has been rectified. I appreciate the willingness to make this right.

I'll be opening a claim soon since I still haven't received a rug we spent over $1k for. So many calls to change the delivery date. One rep told us they only do deliveries in Texas once a month which is why the wait was so long. Finally the day comes and over an hour into the 4 hour delivery window we get a call that the driver is "sick." Someone will call to reschedule. If it's true they come once a month I am not waiting another 4 weeks. These people are crooks.

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.

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.

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.