ComplaintsforSerena & Lily

• 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,
  
  *******************************

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/6/22, I ordered a king sized bed, dining table and dining bench from Serena and ***** The amount was for $6,742.70 and order number is W03347468. On 2/11/22, a shipment for my items was created. On 2/18/22, the shipment dispatched from *********, **. At 2:40 pm on 2/24/22, the shipment made it to the local delivery location in *******, **. I was called to scheduled my delivery appointment. I scheduled to receive my items on 3/4/22. The morning of delivery around 8 a.m. I found it odd Id not heard anyone about a time. I logged into my Serena and **** account to find my shipment had been cancelled on 3/2/22. No one called to inform me. I called their customer service and they made me wait around my house for an hour before calling back to tell me that they lost the items. They told me that theyd do a dock search that day and if the items were found deliver them. I was told by Paloma a dock search normally takes ***** hours. After repeatedly getting the run around the last few days about where my items are I asked to cancel and get a full refund. ******************* then sent me an cash refund invoice for $6,187.48 and told me that they dont pay shipping. This is outrageous! They dont even know where my items are but theyre trying to charge me shipping. I want a full refund. In addition to these pieces, prior to this order going sour I purchased 2 nightstands order # W03347468. Theyre holding $4,275.72 in additional money until they re-route the order to their distribution center. Problem is, if they routinely lose items how am I suppose to feel confident these nightstands will ever arrive at their location. I want a full refund immediately for the amount of the two orders. Lastly, the dining chairs I purchased to go with the table they lost I was told would be picked up via white glove if they couldnt find my order. Now theyre telling me I need to re-package those chairs and send them back. This is unacceptable! I want the chairs picked up by white glove.

  Business response

  03/16/2022

  Good evening,

  
  I first want to say how sorry I am for the inconvenience we have caused with your order(s). Our team, company, and our shipping partner have made multiple missteps. I agree this time frame and communication are unacceptable to us and need to be addressed on many levels with our team and our shipping partner. I want to ensure that I find the proper immediate refund for the orders that have been returned and are being returned plus shipping (of course).
  I see that we have made refunds to your account, but I want to double-check to ensure that everything is accurate; I also know that we had an appointment for today, 3/16, to pick up the three chairs as part of the return. I want to make sure that this service happened correctly.
  
  I would be more than 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,
  Customer Care
  

  
  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a "Fairmont Chandelier" from the company Serena & Lily.I received a "Go Lightly" chandelier from Visual Comfort.The box is from Visual Comfort, and the packing slip printed with Serena & Lily header says "Go Lightly Chandelier."They now say that their vendor product name is different from theirs, but their listing is $139 higher. It is the exact same product, with a name change, fulfilled through the original vendor. They clearly change the name just so it can't be found easily elsewhere.This is an extremely deceptive way of doing business, and I now question their entire catalogue of goods as actual Serena & Lily products. I have communicated with **************** over chat and email; they refuse to even do a price match so I don't have to go through the effort of returning the chandelier and buying elsewhere.The bottom line is I did not receive the product I ordered, from the company I ordered it from.

  Business response

  03/04/2022

  Good evening,
  First, I would like to say that I am very sorry about the experience with the ************* team and ************* Chandelier. My goal is to ensure that you have a positive experience with Serena & **** and speak about how we source our products. We strive to offer luxury customer service with product guarantees far above the vendor when you purchase through Serena & ****. We would love to connect with you next week at a convenient time to continue this discussion and offer options to find a positive resolution. 
  We hope that you have a wonderful weekend.
  ************* 
  ******************** & **** 

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought the Breton flushmount ceiling light from the Serena lily ********* outlets store on February 1st ,since the light is still in return box so I didnt open box and check .But yesterday on February 17th ,when I ask handyman to install it for me, we found that the light missing 3 screws that joint the two part of the light together.It should have 4 screws.I brought the light back to the store to see if they can do exchange or return ,but the lady work there ask me to buy screws in home depot.Since the flushmount light is in antique brass color and it was hard to find the exactly the same s**** that matches

  Business response

  03/08/2022

  Good morning,
  I am very sorry to hear that the lighting piece, the Breton flush mount ceiling light you purchased from our outlet, was missing the hardware. Our outlet sells the beautiful pieces from Serena & **** in an "as is" state that we have noted at each outlet. I have tried to locate replacement hardware at our home office, and I will certainly try to help continue to find the hardware by contacting the vendor. I am also happy to work with our outlet to see if they have a solution to find the correct hardware. I will also be glad to keep you updated this week.
  We look forward to keeping in touch. 
  Warm regards,
  Customer Care 

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did request many times to stop receiving paper advertisements from this company, using many different ways.No results From now I will request $100 + attorney fees for each mail coming from this company.We will request $100 000 + attorney fee if we find out that this company sold or share our private information like name, email, mailing address, phone number, with any other company.Thank you for listening ****** --------------------

  Business response

  02/15/2022

  Good afternoon,
  I am very sorry that you have had an unsuccessful experience removing your information from our records to avoid any marketing materials being sent to your home. I will add in our leadership team and partners to ensure that you do not receive mailings from our company.
  I am happy to follow up with you via phone as this request could take a mailing cycle to compete.
  I want to make sure that we honor your wishes to have your information removed.
  I am sorry that this has been so frustrating; I will contact you to ensure that we complete this task!
  Thank you for letting us know,
  Customer Care 

*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. ↩