Serena & LilyReviews of serenaandlily.com

Don’t order from here!!! I would give them a zero if I could. After 30 days of not receiving a duvet cover I ordered and multiple emails and calls, I was told they messed up and didn’t ship it (even though I was told it shipped by customer service and an email) and it is now sold out and discontinued. They didn’t offer a replacement at their cost or refund for the shams that are now useless. Save your money and time and shop somewhere that cares. This business is a scam

Worst customer service EVER! I ordered fabric at the beginning of January and it showed as in stock. Today, 6/17, I'm still waiting for it and they cannot give me a definite answer on when it will ship. I also ordered wallpaper and was told that I would definitely receive it before my wallpaper installer was scheduled (3 weeks from day or order), STILL DON'T HAVE IT!

Worst customer service at Serena and Lily outlet in Rehoboth Beach. I went in specifically to buy a set of Queen size sheets. The sheets are in individual labeled bins. What I thought were sheets turned out to be a duvet cover. As soon as I realized the mistake I immediately went back to the store to make an exchange. I was met by the rudest sales person I have ever dealt with. I explained the situation and was told all sales are final. Lexi went on to lie and say she told me at checkout what I was purchasing stating it is their policy to do so. There were 2 of us checking out, my daughter in law and I both heard Lexi say “These are standard size pillow cases, are you aware of that?” To which we both replied yes. She never mentioned the duvet, had she done so we would have realized the error immediately. The duvet was in the bin labeled Queen size SHEETS. It was an honest mistake. I was not asking for a refund, just a simple exchange. I have been buying S&L since 2009 but am sad to say they lost a good customer. Will never shop at any Serena and Lily store/outlet/online again. I reached out to Manager and customer support with no luck. The lack of respect for loyal customers begins with their corporate team and ends with local store managers.

Although the products look well-designed, they are generally of very poor quality and don’t match their online pictures or the price. Have ordered a number of things and have been disappointing. Their return policy is cumbersome. Won’t be shopping there anymore.

I had a very disappointing experience with a bed purchase from Serena & Lily. This issue started with a lack of follow up by the salesperson. I got tired of calling the store so I started contacting the main office but that wasn’t helpful either. There seems to be a lack of communication between the store, the corporate office as well as the employees within the main office. When the bed finally arrived much later than promised, they made and delivered the wrong bed. I called the store manager in Dallas to let her know. I told her I wanted them to schedule a pick up and process a refund. Initially, I was told that I could not return the bed because it was custom. I did end up getting a refund but no one ever really apologized or took responsibility for what happened. It is sad that a store with such pretty decor and furnishings doesn’t have friendly employees that practice better customer service. I have been in several S &L stores over the years and I have never really felt welcomed when I walked through the door yet still purchased items. Employees seem to be talking amongst themselves or staring at a laptop. This review is really for the corporate office to see so they know what is going on at the store level. I don’t plan on shopping at Serena and Lily again.

Purchased 6 indoor pillow inserts for 6 Serena & lily pillows ( old inserts lasted many years). The new inserts are terrible. Too small for the pillow covers (but are advertised as the correct size) and are not filled enough thus the pillows are not supportive and are floppy. The Feathers in the inserts are already poking through the pillow covers. Very poor quality.

I purchased several items for my outdoor lanai. The lanai is covered, never exposed to weather. After two years the coffee table which was white resin wicker look, has completely come unraveled and split in numerous places. I sent pictures and letters to customer service with their response being they only have a 1 year warranty on their items. It was a $1500 table. I called customer service with one final attempt at helping them to realize that this product is defective. My attempts were in vain, they said the only thing they could do is offer me 25% off a new one. There is no way I would ever buy another product from them!!

I purchased a duvet cover, a comforter, a sheet set and shams all of one particular pattern. These are without a doubt the worst sheets I’ve ever owned in my 69 year life. I ordered King sized and end up getting two standard pillowcases after I ordered kings the fabric is so thin you can see through it in the dark, the stitching is suspect and there are no crisp corners on anything. The elastic on the fitted sheets is an absolute joke. I don’t know why they bothered. For $2,000 I would have thought you would have got at least one piece of the ensemble that was Quality made, but there is nothing about anything I purchased from them that is worth speaking positively about. Beyond disappointed.