Serena & LilyReviews of serenaandlily.com

⭐ 1 Star — Extremely Disappointing Customer Service! I have never been so disappointed in a company that promotes itself as a luxury brand! While Serena & Lily’s towels are absolutely wonderful, their customer service is among the poorest I have ever experienced. I fully understood when placing my order that delivery would take several weeks. What I did NOT expect was for the delivery date to be repeatedly postponed, with absolutely no explanation or communication as to why! When customers are paying premium prices for luxury products, they should expect exceptional customer service. Unfortunately, Serena & Lily falls terribly short. Beautiful products mean very little when a company fails to respect its customers or communicate honestly about their orders. I am extremely disappointed, and despite loving the quality of their towels, I WILL NEVER ORDER FROM SERENA & LILY AGAIN! For a company in this price category, this level of customer service is simply unacce

I have ordered a bed frame twice now, and both times it was delivered broken. The stitching was practically falling apart. This is very disappointing and their customer service is horrible. If you buy from this company, I’d find a brick and mortar location. Do not trust the online system.

SL advertised (and still do?) that their very expensive outdoor Lanarca furniture is made from aluminum--its NOT! Its held together with steel and it all rusted away and fell apart. Serena & Lilly acknowledged the misrepresentation and offered NOTHING???

I spent $1000 in lamps. The shades were filthy. Serena and Lily returned them and sent them again. The shades are still filthy. This time, I give up. They can have them back and I'll go elsewhere. I ordered over $10,000 in furniture with White Glove Delivery. The delivery folks dropped it off on my son's front porch and said, "here you go" and left. Is this for real? What is happening? Never ever again.

Do NOT purchase wallpaper. Traditional or peel and stick . Horrible quality !!!!!

DO NOT ORDER FROM HERE if you are a professional business owner or need furnishing on a timeline. Terrible workmanship on daybed - screws did not align to holes so unable to build daybed and had to send back after being weeks late from wherehouse after promised delivery date. The absolute worst most rude last minute date/time changing white glove delivery (Metropolitan). Showed up 45 minutes after already later than scheduled time.

I recently ordered a chandelier from Serena & Lily and while the product quality itself is nice, the customer service and shipping experience left much to be desired. Unfortunately, the wrong chain was included with my order. When I reached out, I explained that my electrician was on a strict deadline and requested overnight shipping for the correct part. I was told the best they could do was two-day shipping even when I offered to pay for next day air shipping. Despite multiple assurances, the item was not shipped promptly—it was held for several days and then sent out on a Friday, meaning it will arrive the day after I specifically stated I needed it. This delay has caused unnecessary frustration and expense, and what’s most disappointing is that no resolution or accommodation was offered for the repeated mistakes on their end. For a brand at this price point, I expected a far higher standard of professionalism and service. While their products may be beautiful, my experience has made me very hesitant to order from Serena & Lily again.

Ordered Castine Duvet and sheet set for a guest bed. The items came with such a strong chemical smell that it had to be laundered. After laundering exactly as instructed the items are so wrinkled and steaming and ironing did not remove many of the wrinkles. No way can this be used on a guest bed. Very disappointing based upon the price point.