Serena & LilyReviews 116

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.

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.

I ordered a stupid expensive bedroom from the Hamptons store in Nov of 2019, to be proactive for a home I was building in Florida. They tried to send it to me numerous times but the house wasnt ready. Charged, not charged, back and for for awhile. Finally 2 weeks prior to move in I ask to get a delivery date. Robin says she is working on it. I called every day for over a week and finally got a "IM doing the best I can". So disappointing, I loved the set but wont give me money to a company who treats me that way. Cancelled the set. Sent letters wrote and email heard zippo back. In this day an age when a retailer can afford to lose a $8200 sale it speaks volumes. DO NOT ORDER A THING FROM THEM THE WORST CUSTOMER SERVICE EVER

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.

Bought these cute chairs because I live by the beach and have a pool. Hoping to leave them by the pool when not at the beach. They haven't left the pool area where they are under an umbrella. No one has even sat in them. Mildew everywhere and cane is already breaking. I've only had them for four weeks. Very disappointing!

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!

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.

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.

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 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.