Serena & LilyReviews of serenaandlily.com

Ridiculously SLOWW shipping. Order placed eight days ago and is just now shipping. Plus another week to get here. TWO WEEKS to get a pillow sham is unacceptable.

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.

Their All Weather Resin - or plastic wicker - started cracking and fell apart within two years. The furniture was never exposed to frost or even much rain - it was in a covered, sunny spot. Serena & Lily refused to replaced this expensive piece because it was past the 1 year warranty. This is NOT wear and tear - this is deceptive marketing. All weather furniture should last much longer.

Spent $9k on an outdoor sofa with sunbrella fabric, 2 years exactly the fabric is yellowed and ugly and CS won’t do anything about it, except sell me new cushions. Disappointing. I have spent probably $50k in other furniture and bedding items there in the past 10 years, and have been really happy. Beds, bedding, tables, chairs, lamps, rugs, clothing, tableware, baby stuff - I think I’ve hit every department. The outdoor stuff- however- is a real let down. The reason I spent more on this outdoor set was because of my past experience and the quality we have enjoyed and appreciated.

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!!!!

Once again the answer to why my single dining chair is taking six weeks longer is a rote “supply chain/Covid/nothing we can do” answer. No follow up email that it was six weeks delayed I had to call the shop to find this out. If you’re going to have delays like this the least you can do is keep customer updated. Could have gotten this chair anywhere. Nothing special. Suggestion: go elsewhere, pay less get better customer service.