Customer ReviewsforSerena & Lily

Thanks in advance for an apology for a "frustrating experience". That seems to be their blanket response to everything.I would really love to leave a product review on Serena & Lily's website, but there's not an option for that. I purchased a rattan chair for outdoors. It was recommended/ordered through my decorator. The chair was in absolutely horrible condition after only a couple of years. When I purchased it, I don't think Serena & Lily offered an indoor vs outdoor version. They do now. S&L customer service would not help at all since the order was placed through my decorator. I contacted my decorator and received a brand new OUTDOOR version. Apparently the rope is still not outdoor friendly. The chair is pretty and although no one sits in it, the rope is still shredded and deteriorated. I think the rope lasted maybe 2 years.So again, I contacted S&L, this time asking for a new rope. They will provide ZERO assistance if your order was not direct through them. You can have all the paperwork in the world and they will NOT help you. Extremely frustrating. The original order/orders were shipped to my address. Why can't you just send a replacement rope to the same address? Also, my outdoor "mold/mildew resistant" chair is covered in both mold and mildew. The directions say that you should only clean with a dry cloth...nothing else. Do you know what that does? Nothing. It needs some sort of cleaning solution, scrub brush, etc. I can't simply dust my outdoor chair!To sum it up, don't buy any "outdoor" items from S&L. Their products DO NOT hold up. My chair is under a covered patio. It gets a little sun and little rain mist, but it's still covered. So if you're buying anything for an outdoor area that is uncovered, imagine how fast that is going to go wrong.Way too expensive for the quality of items being sold. This isn't my only S&L purchase. But, it is 100% my last.

Good morning,
Thank you for your feedback, and I am very sorry for your experience. To ensure that I am detailed with my support, I do like to connect privately with our customers, and I would love to connect with you at your earliest convenience. I will send you a private message to the email on file to find an appropriate time and method of communication. Again, I am very sorry for your experience and would like to help ensure we have a sustainable solution for the replacement rope and any other needs. 
I hope you have a wonderful weekend.

Terrible quality for expensive prices. I purchased Lakewood Rug for over 3k. After a year the rug looks old and tattered, very low quality. I wrote in with pictures and their response was no. The company doesnt stand behind their products or post any reviews for buyers to discern whether or not to buy. I will never buy anything more from them. I will also tell everyone I can about the poor quality of items.

Good morning! First, I apologize for the delay in this email and the frustrating product and service experience. I would love to follow up privately via email regarding the product quality, obtain more details, and apologize. I want to ensure we have the proper corrective steps in place.
I look forward to connecting with you shortly.

I would give zero stars if I could. Serena and Lily ******** service is the absolute worst. There is essentially no ******** service. My husband and I ordered a nearly $7,000 couch. When it arrived, the delivery drivers left the cushions outside on the ground in the pouring rain. They tried to deliver it through our front door and were unable to, so they put it back on the truck and left. They didn't try our back door or through our balcony. They refused. We immediately contacted ******** service, and they said there was nothing that they could do and are only offering a $2700 store credit. That is UNACCEPTABLE. They won't redeliver the couch to try the other areas. We were even willing to accept a complete store credit, and they said it wasn't an option. Serena & Lily is essentially stealing our money by refusing to correct THEIR mistakes. Run far away from this company!

Good afternoon! Thank you so much for reaching out; I apologize for this frustrating delivery experience. I would love to follow up on this; we will follow up with you privately via email.
I look forward to connecting with you to ensure we have addressed all of your needs and take the proper next steps. 

My husband and I live in *******. We lost out home.. and everything in it during hurricane *******We rented a very small apt for a year while trying to figure out what to do. And it took a year.During that time we were purchasing some furniture so we would have some things when we were able to move. One of those things was a side table from Serena & Lily. We never opened the box. We put it in an air-conditioned storage unit in the building we were living in. When we finally moved, we realized that the side table wouldn't work. It's been less than 90 days and they won't refund to the original form of payment. This is extremely disturbing as I've shopped there in the past. I will never shop there again. They have no understanding or empathy for anyone.

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.We look forward to connecting with you to ensure we have addressed your needs and if there are any more comments or concerns that I have help with.

I returned 4 ****** chairs because they are laughably small, almost like a child-size chair. I was told and emailed by customer service that tgey refunded me, but did not receive credit in my account. **************** said, Oh yes, this happens. Call your bank and that always resolves it. This implies it happens often that customers have to chase down a refund. If I wasnt paying attention to my accounts, theyd have kept my money. And Serena and **** have dove nothing to help or offer an apology. Well, *** had to file a claim for my bank to chase down the refund, now 3 weeks already past my return.

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.
We look forward to connecting with you to ensure we have addressed your needs and if there are any more comments or concerns that I have help with.

Same experience as ********s below with outdoor chairs. Bought four ******** chairs for almost $2,000 in March of 2021. Now, two years later, the "outdoor wicker" is cracking apart and unraveling. I will be unable to sit in these chairs - they are falling apart. Serena and Lily ******** service is calling it "normal wear and tear" - when they have been under a covered patio this whole time. I could have bought better quality from target for 1/4 the price! **************** offered me a standard discount to repurchase new chairs. BBB please do something!

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.
We look forward to connecting with you to ensure we have addressed your needs and if there are any more comments or concerns that I have help with.

In May of 2020 I purchased 4 portside chairs and 4 portside bar stools for our new home. Although only two adults live in the home and the bar stools are rarely used, 3 of the woven seats have frayed and broken. When the first one broke a year ago I contacted customer service and was told that the warranty expired so all they could do was give me a discount on repurchasing the bar stools. Why would anyone want to repurchase defective chairs? Terrible quality products and the company does not stand behind their pricey products.

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.
We look forward to connecting with you to ensure we have addressed your needs and if there are any more comments or concerns that I have help with.

This place is an absolute fraud. They sent me a chair that was DAMP! The chair cost over $2800. I tried to give it time to see if it was the weather or just something strange, but it was the fabric and stuffing/cushion. I called Serena and **** 5-6 times, played their games of send pictures, we will call you at 3:30, oh-the manager just left the shift over and over. It has been over 3 weeks now and they are playing games, lying, and ignoring me. They have kept me hold in a game of transfer, and made excuse after excuse that no one is there. Each time you call, the person will say- the same story. Who sends a customer a DAMP chair and expects them to keep it? Not one single person has been able to sit on it. Their managers have been rude on the phone and in emails. I believe they are fraudulent- going around selling defective items and then not resolving it with the customer. Unacceptable. A $2800 damp chair that probably has mildew you can not sit on-and they wont come pick up and issue a refund. Im disgusted.

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.
We look forward to connecting with you to ensure we have addressed your needs and if there are any more comments or concerns that I have help with.

I would give less than a 1 if I could, based on a recent experience. I purchased outdoor chairs for a client that are brought indoors during inclement weather, yet the outdoor rattan has come completely un weaved and look like they are falling apart after just a couple ******* use, yet Serena and **** refuse to help resolve. Ive bought chairs from Target and ******* that have lasted longer and those companies customer service is much better. I wish I could post an image because the picture says it all. My recommendation is to avoid this company at this time.

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.
We look forward to connecting with you to ensure we have addressed your needs and if there are any more comments or concerns that I have help with.

Placed a large furniture order ($6K+) for all in stock items. It's been weeks past the delivery date and no one at Serena and **** has been able to locate the furniture, advise on delivery timing, or let me cancel the order. I am 9 months pregnant and have been sleeping on the floor for weeks with no end in sight. NIGHTMARE!!!!

Good morning! First, I want to apologize for this frustrating ordering and delivery experience. I would love to follow up privately via email regarding your experience to apologize and ensure we have corrected your order and delivery missteps. I look forward to connecting with you shortly.