Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased a sofa and ottoman on 11/29/24 from Serena & Lily online. I purchased the sofa online after reading the description of its comfort, the sofa’s construction, filling, and seat height. I chose an ottoman to match it. I expected, based on the description and the salesperson’s claim that the sofa was made by talented furniture makers in North Carolina. I also saw the sofa in their showroom and it was drastically better quality and much more comfortable. Months later when the sofa arrived, I was shocked by the poor quality. The seat and back cushions arrived with cheap poly filling that was lumpy/unsightly, without the ability to fluff out the ugly lumps. The fabric was sewn loosely, there is no springs in the cushion as claimed, the seat is saggy and looks like someone has been sitting on it for 10 years. In addition, the seat height is 2.5” taller than advertised, which makes it look awkwardly tall and too tall to use with my furniture and the ottoman which I also purchased from Serena & Lily. The fabric is bunched up on the seat and the seat depth is shallower than advertised. I have sent photos and descriptions to Serena & Lily and they will only offer a minor discount on the item which is unacceptable. I cannot use this sofa in this condition and I shouldn’t pay for a falsely advertised product. They then offered to replace it with another one, which will take months (that I don't have time for) and I still end up with the same sofa. Let’s be honest- they aren’t changing how this sofa is manufactured just for me. I will simply receive the same thing again. I am also stuck with an ottoman that is now too short for the incorrectly sized sofa and was purchased to be used as a set. They are not offering any discount or refund on it. I spent $7,235.56 on two items. This is not a small amount of money and the quality should be as advertised both online and in their store. This is a scam and unethical. I am seeking a full refund on both products.

  Business Response

  Date: 02/19/2025

  Good evening,
  
  Thank you for reaching out, and we sincerely apologize for your experience with your custom upholstery order. We would like to follow up on this and will be emailing you privately.
  
  We are eager to connect with you to ensure your needs are addressed and to discuss the next steps.
  
  Looking forward to speaking with you soon.

• Initial Complaint

  Date:12/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These chairs were bought from Serena and Lily several months ago and honestly have been nothing but a disaster. I have had 3 chairs now fall apart due to the rattan weaving. I have tried glueing the pieces back together only to have them keep falling apart. The link to the chairs is here: ************************************************************************************ I would never recommend buying this chair to anyone. I spent over $2000 on these chairs and regret this decision.

  Business Response

  Date: 01/02/2025

  Good afternoon,
  Thank you so much for reaching out. We sincerely apologize for the frustrating experience with your product.
  Thank you for working with me over email. My goal is to ensure your needs are fully addressed and to confirm that you are satisfied and happy with all of your products.
  We look forward to connecting with you soon.
  Best regards, 

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2021, I purchased three stools from this store for $748.00 each. The stools are made from ******-type material. About a year ago, two of the three stools began to unravel and have continued to do so. When I called the company today, I was informed that other customers with similar issues have used ******* **** to fix the unraveling. I requested professional repair services but was told that none would be provided. Given the cost of these stools, I expected them to last longer than just two and a half years without such significant issues. The fact that *****, the representative I spoke with, mentioned that this has happened to other customers as well suggests a defect in the design of these stools. I am requesting a professional repair or a refund if a repair is not possible.

  Business Response

  Date: 10/22/2024

  Good morning,
  Thank you for reaching out. We sincerely apologize for the issues you’ve experienced with your replacement order and post-delivery service.
  We are eager to connect with you to address your concerns and discuss the next steps. I’m confident we can find a solution that ensures your stools are free of any issues.
  We will follow up with you privately to continue this conversation.
  Looking forward to speaking with you soon!
  Best regards, Client Service 

  Customer Answer

  Date: 10/24/2024

  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,
  
  Myra Z****

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. July 1st during the 4th of July Sale, I was incentivized to buy today (meaning July 1st) to get 20% off the chairs & to have them BOTH delivered before July 9th. I paid a total of: $2,134.53. Order: 2 Outdoor Chairs + Chair Covers. 2. On July 10th, I received both chair covers. 3. On July 11th, I received ONE of the chairs, though I paid for BOTH.4. On July 15th, I called to track the second chair. It was confirmed the chair was lost, did not have a working tracking number, was never in picture at delivery, and a replacement was put in. 5. On July 22nd, I emailed Serena & Lily after a week with NO chair delivered.6. On July 23rd, I called Serena & Lily and was told there were NO more chairs available and the next production would be around August 28th- September?7. On July 23rd, I was offered a 10% discount to the chair not yet delivered OR to return the one I already have. EXTREMELY displeased, I chose the discount.8. On July 24th, I call back explaining how displeased I am that they would offer 15% discount to newcomers but could not offer a better resolution for wrongly advertised delivery/inventory for loyal customers & would RATHER have me return the chair I DO HAVE & lose out on ALL my given money? I was told that I was being emotional over MY MONEY given with the promise of a delivery date & stocked inventory. I explained this would be like buying a pair of shoes at 20% discount day of in order to get them that week but after the customer pays for the shoes, the store gives the box & says thanks for your money, however, you can only get one ********* do not actually have both shoes in stock for your delivery date that was marketed & paid for.9. July 25th, I call back & decide to return the chair I have & have a refund on the other chair. I cannot find a box big enough to fit this custom sized ********* was told local stores would have them. They do not. I am now asking that Serena and **** sends a box for this *********** label.

  Business Response

  Date: 08/07/2024

  Good morning,
  Thank you so much for reaching out. We apologize for the frustrating delivery and overall experience youve had.
  We would love to follow up on this matter and will contact you privately via email. Our goal is to ensure that your needs are addressed, and that your return and refund have been processed correctly. Alternatively, we can explore other options to rectify the situation.
  We look forward to connecting with you soon.

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have tried three times to stop unnecessary solicitation catalogs. I’ve tried two large catalog vendors sites to remove and I’ve called and I can’t get help I want them to remove my name from their mailing address and every single bender they’ve sold my or given my address too. This is a catalog I would never ever purchase from so I don’t know why I’m getting it and getting so many of them. They are overpriced with ridiculously silly products, and I am not interested in destroying more trees over this overpriced catalog.

  Business Response

  Date: 07/30/2024

  Good afternoon!

  Thank you so much for reaching out, and we apologize for this frustrating return experience. We would love to follow up on this; we will follow up with you privately via email today. We look forward to connecting with you to ensure we have addressed your needs and that your request have been processed correctly and to ensure you have a direct point of contact for any further needs.

• Initial Complaint

  Date:03/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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