ComplaintsforSerena & Lily

• Initial Complaint

  03/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I do not want to receive marketing/promotional mail from Serena & Lily. I have sent letters to the company's main office three times in 2023. I have electronically asked for my address to be removed two times in 2023. However, I am still receiving marketing/promotional mailings. Now, thru BBB, I am again asking this company to stop sending me these mailings.

  Business response

  03/19/2024

  Good afternoon! I want to apologize for this frustrating experience with our mailings. I will work with our internal teams to stop all marketing material from being sent to the address you provided. I look forward to connecting privately via email to ensure we have addressed your needs. Thank you for contacting us. 

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a $2000 rug and was given a reasonable time frame in which it would be delivered. I was told it had shipped (I later learned that this meant it had been sent to *****, which was contracted to deliver it.) I had a computerized call from ***** giving me a choice of days to have it delivered and I chose Thursday August 10. I did not receive any further contact from Ryder or Serena and ****, and the rug did not arrive on August 10. I contacted ***** who said that they not receive the rug from Serena and ****; they said they contacted S&L on August 8 to let them know this. S&L did not contact me. I contacted customer service at S&L. They said they would look into it and contact me by email. To be precise, "***" said "Be on the lookout for a confirmation email by the end of the day" which I suppose suggests that I would receive one but strictly speaking does not say this. I did not receive an email response. Two subsequent email messages to customer service have not been answered. The offices are closed and not answering phone calls.

  Business response

  08/22/2023

  Good evening,
  I first want to say how sorry I am for the inconvenience we have caused with your order(s). There have been multiple missteps with our team and shipping partner. The shipping time frame and execution and communication with you have been unacceptable. These service pillars will be addressed with our team and shipping partner. But first, I want to ensure we find an immediate solution and compensation for this situation. I will work with our carrier partner and logistics team in the morning for concreate next steps. 
  I am happy to give you a call tomorrow to ensure we sort this out. I can not apologize enough, and I look forward to connecting with you soon.
  Kind regards,
  *******
  Serena & **************************

  Customer response

  08/23/2023

   
  Complaint: 20460109
  
  I am rejecting this response because: I would prefer not to close the complaint until after I speak to someone at Serena and ****, and after I receive the rug.
  
  Sincerely,
  
  *************************

  Business response

  08/24/2023

  Good afternoon,
  Thank you for your communication. I completely understand and would feel the same. I am sorry for the delay in my response; I was able to speak with the logistics team regarding your replacement rug. The rug has arrived at ************* today, 8/24, and you should receive a scheduling call tomorrow or Monday at the latest. I would love to follow up with you in 1 hour, 230 PM PST, to discuss this further, and then we can stay in contact until after the rug has been delivered and installed.
  I will use the number that we have on file to give you a call. If that is not correct, I will send an email with my information. Please let me know if 230 p.m. is not convenient or if I should use another number.
  Thank you for working with me, and I am sorry for the inconvenience.
  Best,
  *******
  
  

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sat. April 29, 2023, I purchased a large bird print (Item #ART-21590) from the Serena and **** store at **************************************************, for $1,250 on a ***** At that time, I asked the Sales Rep what the return policy was, to which she said, returns could be made for a full refund minus a $15 delivery fee within 30 days. (This was witnessed by a friend with me at the time.) The print was delivered to me on Sat. May 6, 2023.The print did not work out so I called the store on Fri. May 12, 2023, to start the return process and was told, "All artwork is final sale." This was the first I'd heard (or read) anything about a final sale.My reasons for submitting a complaint and requesting a full refund of $1,250 are as follows:1) Miscommunication by the Sales Rep at the time of purchase about the return policy, addressed to me and witnessed by a friend who was with me in the store. 2) Acknowledgement after the sale (orally and in writing) by the Sales Rep that she had made a mistake. 3) Absence of any notation on the bird print receipt about its being a final sale.4) Absence of any visible notice in the store about the print being a final sale.5) Absence of any communication about a final sale by anyone in the store--until I, as the customer, called the store about returning it.The **************** Manager reached me by phone on Wed. May 17, 2023, saying that she would look into the situation because "There had been a "miscommunication". To date (5.27.23) I have heard nothing back from anyone at the store and fear being stonewalled while the 30-day return policy runs out. (I hope the filing of this complaint with the BBB will take that into account.)I would like to have the print-- in perfect condition with all its wrappings undisturbed--delivered back to Serena and ****, and once done, I would like a full refund of $1,250.P.S. The attachments may not be in a logical order. I apologize.

  Business response

  06/14/2023

  
  
  Good afternoon!
  Thank you so much for reaching out. We apologize for this frustrating experience with your order, and the communication with our teams. I will be following up on the facilitation of the next steps and will follow up with you privately via email.
  I look forward to connecting with you to ensure we have addressed your needs.
  Have a wonderful day.
  
  

  Customer response

  06/15/2023

   
  Complaint: 20114441
  
  I am rejecting this response because no label for return and full refund of the print has ever appeared, despite ample time for Serena & **** to have sent it. Nor  have there been any responses to emails or calls to Serena & **** about the matter.  Without the label, the print can't be returned and a full refund issued.  

  This matter is now in the hands of **** as a disputed charge. They will see it through.

  
  Sincerely,
  
  ******* ("dee") *********

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a rug on Serena & Lily over a month ago around November 15, 2022. It has yet to arrive. I have emailed **************** over 10x in the past 2 weeks and they never respond to my emails. Clearly the package is LOST. I called **************** today to ask for them to replace the lost rug. I was told within a few hours I would get a new email confirmation with a new order # for the replacement. I have not received any emails from Serena & Lily.Order: W03690844 DID NOT RECEIVE THE MOOREA RUG

  Business response

  12/07/2022

  Good evening,
  I have just responded to your original email. I have checked on your replacement order and made a few adjustments. I have upgraded the order priority and shipping service level to express. I am also providing the compensation I mentioned in my previous email. I will send an email confirmation of the adjustment to your order. I would love the opportunity to connect with you tomorrow to apologize in person to ensure that I have made the proper adjustment to your replacement order to ensure success. I will, of course, watch the order until you receive your complete order. Please let me know if there is an excellent time to contact you via phone.
  Again, I am very sorry for the inconvenience that we have caused.
  Happy Holidays
  ************;

  Customer response

  12/07/2022

   
  Complaint: 18529774
  
  I am rejecting this response because:  I do not see any email from you with any compensation noted; and also received an email today that it will take 2 weeks (vs the original one week) to receive my order. This is hardly "express/priority" shipping.
  
  Sincerely,
  
  *****************************

  Business response

  12/07/2022

  
  Good evening,
  Thank you for your feedback. I apologize if I have caused more confusion with my statements without action or further explanation. I wanted to add the refund receipt that was processed for the inconvenience and misinformation on your order. I also wanted to attach the replacement order with Fed Ex 2-day express shipping. I have also added a priority to the order to fulfill as soon as possible. I am watching the fulfillment process with our distribution center closely, as the email you received was a general information email sent out for a slight delay to all orders we have pending shipping. I apologize for the confusion. I am happy to follow up with you again tomorrow with an update. 

  Happy Holidays,

  *******

   

  Customer response

  12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, I do not see any refund receipt attached. Can you please email it to me at ******************

  I greatly appreciate the refund offer as I do feel it's the right thing to do in this case, given the delay and frustration I experienced.
  
  Sincerely,
  
  *****************************

  Business response

  12/14/2022

  Thank you for working with me through another email thread. Please let me know if you need anything at all.

  Happy Holidays to you and your family.

  Best,

  *******

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with SL recently (W03690844) and only received one item in my order. I received the Metallic Hemp rug, but did not receive the Moorea Rug Tracking shows in transit for weeks. I did not receive it: ************ No response from **************** yet.Thank you,

  Business response

  12/07/2022

  Good evening,
  I wanted to follow up with you today, and I am very sorry for the late email. First, I need to apologize for the lack of communication on the shipment of your rugs. I see we have placed a new order (12/5) for the rug that had yet to move in shipment. I completely understand your frustration with the order. I want to provide compensation as this was not the experience we want our customers to have and the service we pride ourselves on. I would love the opportunity to connect with you tomorrow to apologize in person. Please let me know if there is an excellent time to contact you via phone.
  Again, I am very sorry for the inconvenience that we have caused.
  Happy Holidays
  
  

• Initial Complaint

  10/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order mid September, their website said the ship date would be latest sept 27th. As promised I had a delivery scheduled for Sept 26. Unfortunately on Friday the 23rd I received a call from their delivery team saying the delivery was scheduled prematurely and they do not have the item. They said they would call me Monday to reschedule the delivery. Monday came and went, I ended up calling myself on Wednesday asking for an update, the Serena and **** employee had no idea where my merchandise was and said she would call me the next day. When she did call the following day she still had no news and said she will keep looking into it. I ended up calling again on Saturday afternoon and asked for a refund, ** expecting my baby any day and cannot keep waiting for an update to then wait another week for delivery. The representative told me I will have to pay a restocking fee of 15% and also sent me an email saying the same, I read their return policy and it clearly states the item must be picked up from your home to be subject to this fee, they are trying to take advantage of their customers and not being held accountable for their internal mistakes. This is unacceptable and I had to file this complaint so others are aware of this treatment. This was my first order with this company and it will be my last.

  Business response

  10/10/2022

  Good morning,
  I wanted to follow up with you today and I am very sorry for the delayed email. First, I would like to congratulate you on your new arrival. I need to sincerely apologize for the terrible experience that you had with your order.
  
  I have looked over your order and will be addressing the mis steps by our team and our partners. I am very sorry that this order caused such inconvenience especially in a very busy time of your life. I will ensure that you are refunded properly for your ******* Crib order as this was not the experience that we want our customers to have and the service that we pride ourselves on.
  
  I would love the opportunity to apologize in person, but I completely understand. Please let me know if there is a good time to contact you via phone.
  Again, I am very sorry for the inconvenience that we have caused.
  Sincerely,
  Customer Care
  

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has no right to send me junk mail. I never requested their junk and Im not interested. Stop sending a catalog when I never requested it bums

  Business response

  05/16/2022

  Good afternoon,
  Thank you for your feedback. I am very sorry that we have created an inconvenience with our catalog and other mailings, and this is not the type of experience we want to make for anyone. We will certainly remove your address from our records, and I will also remove your email address just in case; due to the inconvenience, we do have the option to delete all of your information from our records. Please let me know if you would like to make a start the deletion processed well.
  Again I am very sorry that we caused an inconvenience.
  Kind regards,
  Customer Care 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Serena and **** sold me something that hasn't even been delivered yet. Yet, the price is cheaper today than when I purchased. This is a high end company, offering customer satisfaction. When I called them, I got a one line response. I either want to cancel the order, or a reduction in price. Order #********

  Business response

  04/30/2022

  Good morning,
  Thank you for ordering the beautiful **************** Table. I am very sorry for any confusion with the price adjustment request, and I see that two separate team members emailed the request to have the order adjusted to the new price on April 18th and April 21st. I will ensure that this is completed on the next business day and that we email you a detailed receipt of the refund. We will undoubtedly investigate the call you had with our team and are happy to follow up with you directly.
  Sincerely,
  Customer Care 

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On three separate occasions, I have emailed this company requesting removal from their mailing list. I have also asked for my data to be deleted and not sold or shared with any companies pursuant to the California Consumer Privacy Act (CCPA). However, this company continues to send me catalogs of which I do not want nor did not ask for. I have never heard of this company and have never done business with them.

  Business response

  04/06/2022

  Good evening,
  I first want to say how sorry I am for the inconvenience we have caused with the unwanted mailings and catalogs from Serena & Lily.
  We will be happy to ensure that your information is deleted immediately from our system and not shared with any companies as you have requested. I want to ensure that we have the proper systems to honor these requests while providing transparency on when the removal action will be complete.
  I would be more than happy to follow up to provide confirmation when your information has been removed- if you wish. I can not apologize enough, and I look forward to connecting with you soon.

  Regards,
  Customer Care

  Customer response

  04/07/2022

   
  Complaint: 16957178
  
  I am rejecting this response because:    I would like a follow up to provide confirmation when my information has been removed, which does not take 3 mailings and a complaint to be done. 

  It does not take 45 days for you to update my account as indicated by your representative *******, when I received emailed from ****************************************** and my account should not exist, because I never created one! 

  "Hello,
  
  As we requested please allow 45 days for us to update your account. Your request to be removed was submitted on 2/23/22. 
  
  Best,
  
  *******"

   

  I do not want my information in your database. 

  I do not want your mailings 

  I have never contacted you 

  
  Sincerely,
  
  *********************************

  Business response

  05/04/2022

  I hope that this email finds you well.

  I wanted to follow up on this complaint.

  I had also emailed the customer directly and did not hear back so that we could continue to stay in contact to correct issues that might arise.

  I did not see the place where I could respond on the site. But our leadership has confirmed that the service bureau has confirmed that the customer's name is off the mailing list, and we are processing a complete deletion of information following the **** guidelines.

  Please let me know if you need any further information.

  Happy to help!

  Thank you,

  *******

  Customer response

  05/06/2022

   
  Complaint: 16957178
  
  I am rejecting this response because: Today, Friday, May 6, 2022 - I yet again - after multiple requests to be removed from the mailing list, to be deleted from their from their mailing list, received another catalog. 

  Again, I have NEVER asked, NEVER contacted, NEVER bought, NEVER sold, NEVER visited (both physical and virtual) stores, continue to receive their catalog.  Pictures of the May / June 2022 front and back are attached. 

  This Business harvested my mailing address and despite MULTIPLE requests MULTIPLE "Apologies" still received a catalog. 

  Keep your apologies to yourself and your catalog - TAKE ME OFF YOUR MAILING LIST, DELETE ME FROM YOUR SERVER 

  I am a California Resident and accordance to the ***** please delete me from your database. 

  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Follow up on Complaint *********** with refund required.After dozens of emails with customer service, I decided to return the product because it was simply not what I ordered. To reiterate: I ordered a Fairmont Chandelier from Serena & Lily, but received at Go Lightly Chandelier from ****************** It shipped from Visual Comfort's location in TX, in their box, and the invoice was labeled "Go Lightly Chandelier", not "Fairmont." By any consumer measure, I did not receive the product I ordered. During the return process, **************** rep. ********************* stated "I would be happy to waive our normal shipping return fee" (screenshot attached), which I accepted - returning a product I did not order should be no-cost. However, once I received my refund, they had subtracted $128.22 for shipping. They now claim what they waived was simply the $15 return fee, which is an absurd statement. There is no acceptable defense that his statement did not exclude all costs for a return OF A PRODUCT I DID NOT ORDER. They refuse to even entertain the idea that they are in the wrong and to return the $128.22. Please assist, as S&L has persisted in extremely misleading and deceptive sales and customer service conduct. They also need to stop falsely advertising other vendor's products as their own, with a switched name, at a higher price. Thank you.

  Business response

  03/24/2022

  Good afternoon,
  Thank you for sending in your comments; I am very sorry that we have upset you with the confusion with our product shipping directly from the vendor. 
  We have curated these beautiful items for our customers, and we strive to offer luxury customer service along with these beautiful items. I will refund you the remaining shipping balance, as that should have been provided from the beginning. I will also bring your experience to our leadership team to see how we can best communicate with our customers.
  We can also touch base this week if you would like to see how else I can assist you.
  Warm regards,
  Customer Care  
  
  

  Customer response

  03/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you! This was a very long process. We love S&L overall, are big customers, and are glad it all worked out. 
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩