Serena & LilyReviews of serenaandlily.com

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.

Be very careful before ordering from S&L. Their shipping and delivery process has serious problems. We all know that many companies are having “supply chain” issues. Unfortunately, S&L gives reasonable ship/delivery estimates at the time of purchase and then JUST DOESN’T SHIP THE ITEMS. I’ve called twice about counter stools I ordered that didn’t even ship from the warehouse by the date I was told they would arrive at my house. They “escalated” the shipment after my call … three days later they still haven’t shipped. I called again today and they have “escalated” it yet again. And these are in stock items, supposedly. Throughout all of this S&L never contacted me to provide updates … in fact when I check my order status online it still cites an arrival date of three days ago. Don’t buy from them with ANY expectation of reasonable/accurate shipping times or ANY expectation of honest communication.

We ordered 3 outdoor Riviera barstools, the ones that are white and swivel. Awesome experience with placing the order. Shipped really quickly. One chair was broken and not wanting to swivel properly. I called the customer service line and was prompted to send an email with pictures. After that, I called again and the customer service team was able to schedule pick up of the chair from my house. 10/10. I was skeptical with 3rd party reviews but honestly didn't have any problems and would order from them again. I'm also based in the ATL region so not sure if the stores closest to me have something to do with my experience.

I placed and order 2 days ago. Was online looking at something else. My order is on sale. Called to ask for price adjustment. Was told they don’t do that! Will never buy from SERENA & LILLY AGAIN BAD CUSTOMER SERVICE

Although the wallpaper was gorgeous, the black marks all over it were not. This paper is not super thick and you can’t wipe it down. Unfortunately my wall now has a beautiful pattern on it but also tons of black marks. Don’t worry about contacting the company though because they don’t seem to care. I’m now left to remove an entire wall of wallpaper and repay to get new applied! Thanks Serena & Lily. Never again!!!!

Customer service constantly disappoints, confused about orders and not helpful at resolving their own shipping and refund issues.

The customer service was always helpful, the chairs are nicely designed but that's all. They are not dining room table height and the seating area is cheaply woven and cheap material. They sag the first time you sit in them. I wouldn't recommend them to anyone who might be slightly larger in size. These chairs are also lightweight so they don't have good support. I'm sorry I can't recommend them.