Serena & Lily

I ordered a bed and they delivered the wrong size. It has taken over 7 calls in 10 days to customer service to even get them to respond to the issue (and still waiting) to pick up the bed and send me the right size. In the meantime, I’m pregnant and having to sleep on the floor since the bed is taking up the space where our old bed would go and our mattresses don’t fit the new bed. I even mentioned that to them and they were completely indifferent. So frustrating! At this point all I want is for them just to quickly call the delivery company and pick up the old bed. It’s been 10 days and I’m still waiting. Will not order from here again.

The reviews below hurt my heart so much. I have only ever experienced the staff here going above and beyond consistently. Please don’t be disheartened. Their level of service is phenomenal.

Update: Problem generously resolved by a manager.
This is in reference to an online order. It was placed eight days ago. I still haven’t received a tracking number. I called yesterday and a representative said it would be delivered by Fedex that afternoon. It was not. In a response to an email inquiry, Michele wrote that a replacement order had been placed. No explanation for the need to place a «replacement» order. I called and spoke with Michele. She said that my order had never been shipped. That she had put in the «replacement order» but because while it is clear it never shipped, the company’s «system» didn’t recognize that. Beware.

Serena & Lily is environmentally irresponsible and wasteful. I have asked them 3x to remove me from their catalog mailing list since November 2014. If there’s anything I’m interested in purchasing, I can browse their merchandise online. They continue to send me unsolicited catalogs and this weekend I received a postcard announcing a sale. What a waste of paper and how rude not to honor a customer’s request.

*This a review for their online service*
We had a bit of an issue with an online purchase… Chris with their call center was super helpful, said everything a customer service rep should/​would say and had the issue resolved within minutes.

Couldn’t be more in love with this shop. Been a big fan of the brand for years, and loved stepping into the retail embodiment of that. Not only is the store gorgeous, but the sales people couldn’t be more helpful. The store manager seamlessly guided us through our custom order, and brought what we were originally envisioning to a whole new level. Thank you S&L!

Disclaimer: this is not a comment on the furniture or S&L design, solely the staff at this design shop. I have never encountered a group of more stuck up, unhelpful and outright obnoxious employees. They could not be more condescending in every interaction we have had with them over the last several months of decorating our new home.
My boyfriend and I were considering buying two $ 1500 chairs, and put our credit card on file with S&L design shop while we debated the order and measured for the chairs. Imagine our surprise to see an order confirmation come through (without our consent or authorization). Instead of apologizing, Serena and Lily employees (Kate) flat out denied a mistake was made, or any error whatsoever on their part, nor did they offer to hold the order until we came to a decision. We have had to order a few matching pieces and he literally cannot bring himself to talk to the sales employees there because they are unfailingly obnoxious and make the least helpful comments while acting like you are the one who is an idiot (great customer service) without giving you a clear reply. Needless to say, that was the last order we placed with them. I would *not* recommend giving these trigger happy ladies your credit card info or getting into any situation where you need their assistance.
I don’t know what sorority Serena and Lily is getting these sales women from, but I find their in store customer service absolutely despicable. Really a shame because we love the chairs and had intended to furnish several other rooms with their design offerings…