Aqua G.
Disappointing Experience
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.