Serena & LilyReviews of serenaandlily.com

I love the clean crisp style.

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 absolutely love the design of the Serena and Lily products but the shipping!!! Com'on ya'll! I paid $200 to wait WEEKS from my items. Not reasonable at all.

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!!

The bedding can be hit or miss. I've found the sheets to be okay quality. Quilts are much better. Unfortunately, quality control just isn't there on the customer side. I ordered a king sized, blue quilt. I received a full/queen pink quilt. They are going to send the correct order, but I have to repackage the wrong item and drive to Fedex to return it. In freezing cold weather. No consideration was given for this inconvenience due to S&L's error- no discount etc. They said they would "try" to expedite shipping on the quilt I ordered, but expected arrival is still over 1 week away. Not great customer service at all.

I spent over $1500 on two Balboa armchairs for my dining room. They looked nice, and although the rattan unravels quickly I was willing to deal with that myself. However, after four years one chair leg simply cracked in half for no reason, nobody was even sitting on it when we noticed, and the chair became unusable. I contacted customer service and they were incredibly rude. They said there is only a one-year warranty and so they will do nothing about a product after one year. I was shocked that Serena & Lily, which advertises itself as high quality designer furniture, designed to "last a lifetime", won't even address customer concerns after one year. You can have a one year warranty and still stand behind the quality of your furniture. IKEA has better customer service. Direct quote from their website: "Are Serena & Lily products good quality? At Serena & Lily, high quality and longevity are central to our product design. We pride ourselves on our coastally inspired, luxury furniture and home decor collection, designed to inspire and last a lifetime." After looking at more reviews I do not think this description is accurate. As it stands now I would never recommend this company to anyone despite how pretty the furniture is. I hope someone higher up in customer service will change my mind by addressing the issue, and that they will improve their customer service training - and their manufacturing process if breakage is a common occurrence.

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.

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.