Serena & LilyReviews of serenaandlily.com

We purchased 5 Serena and Lily Riviera Rattan counter stools while we our kitchen extension was being done. Once we opened them, within a week one chair had chipped rattan on the back part and then within the next few months, 4 chairs were falling apart due to the rattan breaking. We called customer service with the 1st chair and they replaced it. They first sent it to some other random house by mistake so had to keep following up with them. Then we waited and by the time the 4th chair was damaged we called again and they said it was out of the one year warranty and there was nothing they could do. Technically they had been in a box for some of the year and were not even being used. They didn’t care that in under a year of use 4 out of 5 of the counter stools were falling apart. I asked if we could switch for a better quality stool and they said there was nothing they could do other than give 25% off a full priced item. Even they were aware of the poor quantity but couldn’t do anything about it.

I am extremely disappointed with Serena and Lily. We spent thousands of dollars on a bed frame with the expectation of receiving white glove delivery, which includes setup. However, their team failed to set up the bed. When we reached out for assistance, they falsely assured us the issue was resolved. We were then promised that the team would return to assemble the bed the following Wednesday, but this turned out to be a lie. Despite numerous attempts to contact customer service and spending hours on follow-ups, we've received no substantial response. We are now left waiting an additional two weeks for setup while sleeping on the floor. The lack of communication and accountability has been incredibly frustrating and unacceptable.

Worst company EVER! A client bought over 100k of furniture and the amount of screw ups was ridiculous! Shipping and delivery is terrible and they tell you when they are delivering instead of asking when convenient. Quality is awful! Believe they are growing too fast and the quality is going down. No quality control waist so ever! Even tried contacting the CEO to get some help with all the orders as a last resort and she passed the info on to the head of customer service which carried on for months. Never an apology from her or her office. As a finale, they sent my client flowers and they never asked when she would be home and when she finally arrived at her house, she found dead flowers on her doorstep. Joke! Can’t make this up. Par for the course! They did give her a bed frame and promised to give me something for all my wasted time but never did. It’s ok because I don’t want their poorly made products or dead flowers. Take your business elsewhere! Only writing this now after a year as Ive just given up on hearing from them and fulfilling their promises.

My very expensive outdoor wicker furniture from them pretty much disintegrated. Unusable. Very disappointed and out lots of money.

I purchased an expensive side table. I never even opened the box. They won't take it back. You can't get anyone on the phone. They know nothing about customer service.

Inquired for a swatch item number that was unlisted on their website. 3 days of back and forth incl me sending multiple links to their customer svc team ended with 0 answers. When brought to second level of customer svc, was ignored. So grateful I didn’t already spend $$$$$ with this company and feel sorry for those who did

Purchased Bar Island Coffee table on sale Feb 25 2023. Delivers broken with pencil note on side of box dated “Dec 22 2022 box damaged” on March 7 and I reported with photos same day. Received auto reply for replacement from Sandra of customer service. No lead time or info of replacement logistics included. I replied with questions. Vague replies regarding tracking etc. No direct answers to my questions. Meanwhile the table is so heavy it is impossible for me to move! It is still sitting and blocking use of my garage April 3! I explained this via email and the service person Sandra said I would receive contact from delivery to arrange pick up and drop off of replacement. Along with that reply in response to my frustration Sandra signs off with a very passive aggressive reply: Sandra (Serena & Lily) Mar 15, 2023, 10:20 PDT Amy, Sandra: See answers to your questions below: Me: Ok. It says on your notice 2-4 weeks to deliver is that accurate or will you set up sooner? Sandra “Not the estimated time is 2-4 weeks for delivery - you can schedule the delivery at your convenience when the local hub contacts you…….” (THIS NEVER HAPPENED) Me: “That is the answer I am seeking. I will be traveling and I have plans. I need to know more than it has shipped so I can make arrangements. From where has it shipped. How long at receiver? When will I see it deliver? Basic info. Sandra:”All this is an estimate as you would know the logistic of these types of shipments has many variables. You have an AMAZING day, seems you need that.!” (My feeling: YOU BET I NEED THAT AFTER THIS PASSIVE AGGRESSIVE ATTITUDE AND VAGUENESS! So unprofessional). Still nothing! Horrible communication and down right contempt. Sorry Serena great looking stuff but you need to look at your help and process.

I ordered "family friendly" (and expensive) counter stools. Within a day they were stained. I struggled to get a straightforward answer from customer service and once they gave me one I found out that family friendly = water resistant and not stain resistant. It also took MULTIPLE attempts to get the shipping right.