Serena & Lily

Disappointed with the quality. The beautiful looking Rosecliff chandelier hand rubbed finish had scratches from the coarse finishing. Returned it immediately.

We splurged on one of their white washed breakfast tables and 4 of the sunwashed chairs. Within a couple of uses, after doing as directed to care for the table, the finish was coming off in flakes. The wicker on the chairs has already begun to fray, in addition they have got to be some of the most uncomfortable chairs I have ever sat in. When I reached out to customer service, I first called and left a emailed, explained what I could in a quick email as I was on may way out the door. I felt that I needed to explain more so I called and left a voicemail (to which no one ever replied) the original rep emailed me back with some sarcastic answers, and basically said I was responsible for shipping to return and also would not be refunded the original shipping, never asked for photos or anything. I am out nearly $500 for shipping on a table and set of chairs that I would have had better quality expectations from Target. Shame on S&L for spending all their focus on marketing and not enough time and care into their customers. I will NEVER buy from this company again, and secondly as a designer will steer my clients far away from them. Terrible doesn't even cut it.

I am writing this review on this site because Serena and Lily does not let you post any reviews. Sadly I now know why.
I purchased a jute and sisal rug with a dark blue navy border in August. I was in love with it until I noticed that loops were pulling out. As the months went on more and more of the fringed loops appeared. I called customer service and sent photos of my rug. Weeks later I called to find out why I had not heard back. I was told the customer rep had been out with strep for the past three weeks. So I resent the pictures. I was told that I could not use a vacuum with a beater brush. I told the sales woman I did not have this type of vacuum. Then I was told that it would be best to sweep it. Seriously? Sweep it? This is is in my den. How do you sweep an indoor rug? I was told that she would talk to a supervisor about it. This morning I received an email reiterating the directions from their website on how to care for my rug:

Rotate every three to six. Annoying but OK. Doable.

Vacuum without using a rotator brush. I had made it clear I did not have a vacuum with a rotator brush!

Do not pull on loose ends. Tuck back. Hmmm. Guess this is big problem if they need to mention it, AGAIN!

It ended with: please let me know if you have any further questions. Have a good weekend.

REALLY? That is all you have to say? Sorry, we sold dud. Live with it! Nice customer service.

I need a rug for my bedroom. Not buying it from Serena and Lily. And neither should you!

Terrible client service. Sell you on products with the "design center" then refuse to take anything back if it isn't as advertised. Very disappointing for what seemed like a good company.

I know it's Covid Delivery Rules but this episode is ridiculous. Our Interior Decorator and I chose 8 chairs and a new casual dinning room table for a beach Condo. Also in the same order we requested 3 matching counter height stools. Of course since it all comes slow boat from China it took months. No one ever thought to have inventory on hand in the USA like much much cheaper Rooms to Go…? Well part of the order came and goes to some distribution center or point where a contract delivery company takes over. They messed every thing up. This delivery is going to a second home, so we made arraignments to drive 4.5 hours one way to be there. It didn't come because the driver said that his truck was too big for the gated community. I call dispatch and she said that it takes 48 hours to reschedule. They farmed it out to a second delivery group that come in a very large box truck …no problem. We were notified that the last part of the order was on its way to the distribution point. They were to call 4 to 7 days before delivery. No call but it was delivered yesterday. Luckily even though we were 4.5 hours away my daughter's family were on the island. The boxed stools were left on the door step. Do not buy anything unless you enjoy hassles.

I splurged on a bench and it ended up not working in my space. The piece was beautiful- no issues... However, the customer service to coordinate the pick up (which they charge you $69 for find that odd as i ordered a table from WEST ELM that didnt work and there was no charge for pick up) was awful. The wait times were over an hour, so i did the call back option and it was hours before they would call. They also only function on west coast time, so you cant call them till 11ish EST. No biggie, however I was surprised they don't have an east coast team to accommodate all time zones. Small stuff

Anyways- the bench got picked up a month and still no refund on my AMEX. When i called, the customer service rep told me he had to process my return and escalate it up to his manager? No idea why it wasn't already being processed? I thought maybe the holidays but it was almost a month later. THEN I get the refund back only to find out they discounted my original amount by 20% and called it "customer accommodation". Now I have to call again and fight to get back my $159... not to mention, since when did companies charge customers when they call in for help?. I should NOT be charged. I will NEVER buy anything from this company again.

I ordered bath rugs 2 days ago. Was on site looking at something else and saw rugs on sale today. Called no price adjustment. Bad customer service will never buy from SERENA & LILLY AGAIN!

I received my table so quickly and absolutely love it! It is the centerpiece of my living room. The packaging kept the product in great shape when shipping

I purchased 4 Avalon Bar Stools from the Serena and Lily outlet. I was told that these bar stools were in perfect condition by the manager of the outlet. At the time, no damage was visible. After a few years of use, we noticed that all the seats were developing holes in them. These holes were coming from the nails used to secure the seats to the base. The Avalon stools are made of wicker. When I contacted both the outlet and the retail store, I was told that they would not replace them since I'd purchased the stools at an outlet. I was confused and so disappointed. Both store managers reassured me that the stools purchased at the outlet were exactly the same as stools purchased from the store but since they were purchased at an outlet, they wouldn't replace them. Could you imagine paying full price ($650) for stools that wouldn't last for more than a few years? I was grateful that I had not paid that much for each stool, but unhappy that a company as large as Serena and Lily wouldn't stand by the quality of their product.

I've been a fan of theirs online for years, and in a new home, I've been trying to design, on a budget. Their La Jolla baskets went on sale, and I ordered a pair, but they didn't work for the space, especially not at the price (138 onsale, 178 regularly). When I get to the end of the order I notice the shipping -- 35, more than West Elm, CB, CB2, Lulu and Georgia, and literally any other online store. Yikes, OK. Then they arrive, and they just don't work. When immediately processing a return, the customer service rep (Meagan) says that it will be 25 to return. Um, what? Apparently, they are "too small" to offer complimentary returns, which is not the case with any of their similarly sized competitors. It's 9 PM and we're going back and forth over email regarding this absurd upcharge, and then Meagan just... stops responding. No "I'm signing off, talking to my manager, etc" Just stops. I email the next day. Nothing. Finally I have to call, and the customer service rep is bland and unsympathetic, and I still have to pay the 25 shipping-back fee. And, since they don't refund all of the tax on the purchase (seriously, WTF), I end up paying 70 bucks for baskets that don't work and were in my house for a whopping 36 hours. And to top it off, I find a pair at Home Goods that is just as nice, for 50.
Moral of the story: don't go to this wannabe-Instagram influencer place with crappy service. Just go to Home Goods.

Worst online order, delivery and customer service experience EVER... and I shop online 95% of the time for home and fashion purchases. Oh how I wish I'd read all of the negative reviews about Serena & Lily before wasting a ridiculous amount of money in ordering a linen "summer" robe on May 10! It finally landed on my doorstep on August 27th--DEFECTIVE. I received a linen bathrobe without the all-important BELT. I attempted to reach customer service several times, with very long waits. I finally reached someone on 8/27 after a 20-plus minute wait time. I was assured I would receive a free return email within two business days and did NOT (and still have not). I've sent two emails to this company's customer service address over the last several days and have still received NO RESPONSE. My next stop will be to the Better Business Bureau, on Tuesday--and I would suggest the same to all others who have had such a bad experience with this company. There's been nothing serene about my experience with Serena & Lily.

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.