Serena & Lily

Ordered a robe for my wife from here. Charged us $130 including $19 shipping.

When it came is wasn't as she expected.

We returned the robe and they only credited us $75. $19 shipping and $15 return shipping. That's a lot of shipping and handling for a robe!

Plus I have no idea what the $17.48 discount on the return amount is for. There is no mention on their return policy.

Will never purchase from there again!

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.

In spite of my order confirmation still saying that my item was due to ship weeks ago and that I would be sent an email once it ships, I have received no confirmation still. I cannot get through to anyone, and no one will call me back. Their email service says it will take ten business days to get back on average. Ten days? I had read the reviews and should have listened. I was nervous making the purchase but decided to go on ahead, and here I am in the same boat as so many others. I wouldn't recommend doing business with them.

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.

We bought 8 side chars and 2 arm chairs plus 2 counter height chairs and a bench to match that were very expensive. We have have to return 6 of them and still have 2 that are coming apart now and we have had them less than 2 months. They are barely used. What a disappointment that these are all poor quality and they don't back the product. I cut my arm on one reed that was sharp as a knife and they finally replaced that chair and now it's falling apart. Does anyone know what can be done to have them replace the defective merchandise? I only wish I had read the reviews before ordering.

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.

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

Serena and Lily has beautiful products. The quality of them is on par with RH - but that's where the similarities end. Their customer service is absolutely abominable. Promises upon promises that are never delivered. And it's incredibly difficult to ever get anyone on the phone. They ask you to email to get a faster response - but I sent three emails, every 5 days, with still no response. The delivery company they use is also a joke - scheduling furniture deliveries and then cancelling morning of, only to push the delivery out two more weeks. And just FYI - this hasn't been a one -time occurrence. We've ordered over $20K in merchandise from them over the last 6 months and every time it's the same thing. We keep going back to them because we love the style, but no more. They are a nightmare to work with - especially if you need to return something.

I am going to agree with most reviews, I am very disappointed with the customer service. We have a store a mile from our house and I was hoping that I could pick an item up at the store to avoid the shipping charges. I learned that all items ship from one central location so you pretty much have to pay for shipping for everything. I was then told I would get 2-day shipping only to find out that was incorrect information. My item is taking over 3 weeks to get to me. I love how Serena and Lily merchandises their products, but think going forward I would try to copy the style but make my purchases from somewhere else. I have never been as disappointed with customer service as I am with Serena and Lily, especially for the prices you pay for their merchandise.

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.

The review is for S&L pricing only, as I have never purchased from the site. I do a lot of online shopping, and sometimes I see the same merchandise sold by different vendors, at wildly different prices. This is the case with S&L. A Moroccan pouf that they currently sell for $498 is available on Amazon for $169.95. It is the same item, I know, because I bought it from Amazon and I recently saw the S&L one at a consignment shop (the shop notes the source of their consigned goods on the tags). I've suspected this of S&L before, but have not had proof, before now, that they were selling and marking up the exact same goods as other vendors. Now I know It's true. Buyer beware.

We've ordered over $60,000 of furniture over the years and I am done. Every time we order we have problems. The first time I was pregnant and ordered a bed through a decorator. The bed was missing a part and she called them and they kept insisting it was our error. Finally, after 3 months, they sent a professional out - and he confirmed that we were missing a part. During this time, we called them over a dozen times and I was sleeping on a mattress on the floor with a newborn.

More recently we purchased three rooms of furniture and lighting. It was all months late, came in separate deliveries, and damaged! In addition, I had to email them several times to follow up and they would tell me it was shipping this week. But we didn't receive it for months.

I like the look of the furniture - but it is just terrible quality and customer service.

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?!

Beware of shipping charges for Serena and Lily furniture. I wanted to order a rattan bench that was on sale and found that the shipping charge on the bench was $299 (with the sale price, that made the shipping charge over 40% of the cost of the bench! I called my local store to see if they had the item in stock and was told they only had a floor model. I was told the store would have to order it for me and they could not have it shipped to the store and would have to still charge me the $299 charge. I will not be buying anything from S & L until they resolve their shipping issues.

I ordered an item on Serena & Lilly. Before ordering, I contacted customer service to make sure the item was still in stock and could ship on the estimated shipping date that was listed on their website. Customer service replied that "yes, of course, we'll ship it on that date". I ordered the item and got a confirmation that they would send a separate email once the item was shipped.

The shipping date came and no word from Serena & Lilly. I sent an email, no reply. Today, I called them "oh... right, looks like the item is out of stock, we'll need to cancel your order"... And they weren't planning on letting us know themselves?

Grmbl! Horrible customer service!

I thought Serena & Lily was a customer based company but THEY ARE NOT! I know Covid is wreaking havoc on order deliveries, but I placed an order on August 27 and did not hear ONE thing from them Until September 23 when I had to initiate the contact. Even then, they didn't know what was happening. Finally, someone looked into it and said it was shipping last week. It never shipped and the person I talked to said there's no way of knowing. I cancelled my order. Will never shop here again.