Reviews

****************!! do NOT order anything from them. we tried to buy 2 full sized beds. called to check on status and they said we ordered 2 twin beds. we dont know if we entered in wrong size or they made an error but they will not cancel the order and want to keep $560 for a service fee. as someone who has spent 6 figures with RH this is outrageous.

Good afternoon,Thank you for reaching out, and we sincerely apologize for the experience you had with your bed order. We want to follow up on this and will contact you privately via email.We are eager to connect with you to ensure your needs are addressed and to discuss the next steps. Rest assured, we are committed to resolving this issue.We are looking forward to speaking with you soon.

I recently purchased an outdoor teak couch and two chairs for $6k. Upon delivery, one of the chairs came with two left arms. I am very understanding and I realize mistakes happen. They assured me that they would rush delivery of the appropriate arm...all good. One week later I received a confirmation order that it would be delivered in Feb 2025 (in 4 1/2 months). I contacted customer service and they said that it was a manufacturing delay but they would see if they could pull an arm out of an existing chair box. Then called back and said that there were none available. I requested a discount and they offered me $70 off of my $6k order. I then found an available identical arm on a piece of furniture on their website and asked if they could send that to me. They then told me that I was previously told a mistake and they cannot pull a piece from an unassembled unit because that unit was still viable to be sold. It is a little insulting to be told that they would rather keep the existing piece because they could sell it to a potential new customer, than provide it to me, the customer who has already paid and they are fine with me waiting a total of 5 1/2 months to receive my completed order. And to only offer approximately 1% credit for the inconvenience. For a "high end" furniture store, they don't act like it. I will definitely go to the competition in the future.

Good afternoon,Thank you for reaching out, and we sincerely apologize for your experience with the replacement order. We want 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.We are looking forward to speaking with you soon.

Stuck with defective product.I purchased two **************************** linen throw pillows covers (among others) for my sofa in February 2023, and the fabric has completely disintegrated with normal use. I wish I could upload photos here because they look so ridiculously bad. Something was defective about the fabric. Each pillow cover retailed for $178.I reached out to customer service and even sent photos. I had to jump through hoops to pursue this because, since my interior designer purchased them for me through a trade account (trade price was $133.50 each), they would only deal with her even though I provided all of the purchase order info etc. Because the pillows were purchased outside of one year, they refused to offer a replacement or refund. I was disappointed to find that **************************** does not stand behind their expensive products. I will not purchase from them again.

Good afternoon,Thank you for reaching out, and we apologize for the issues you've experienced with the product quality and replacement. We would like to address your concerns and will be following up with you privately via email.We look forward to resolving this matter and ensuring that all aspects of your experience are addressed.Thank you for your patience, and well connect with you shortly.Best regards,

Disappointing Quality and ***************************** I purchased the Beach House Extendable Dining Table in ********** Oak for $2,998, and it was delivered on July 16, 2021. It is only three years old, and the finish is already chipping off the top, despite using tablecloths and placemats and cleaning it gently as recommended. For a table at this price point, I expected much better quality and durability.What has been even more frustrating is the complete lack of customer service. I have emailed several times through the website and have not received any reply. Its incredibly disappointing to invest in what should have been a long-lasting piece of furniture, only to be met with poor quality and zero customer support. I regret this purchase and would not recommend this product or company

Your message is thoughtful and sincere. Heres a refined version that aims for clarity and conciseness:Subject: Apologies and Follow-Up on Your ExperienceGood afternoon,First, I want to sincerely apologize for the frustration youve experienced with your order and the support youve received. I would like to follow up with you privately via email to address your concerns, apologize personally, and ensure that we have corrected our mistakes.Ill be reviewing your account to assist you effectively. I apologize again for the delay in our response and look forward to connecting with you shortly.Thank you for your patience.Best regards

Purchased a table linen but it turned out not to be what I thought it would be. Would not be refunded my money, office personnel rude. This happened some time ago but has always bothered me. For a high end company they tout themselves to be, I found them rude and business practice questionable. I will not be back

Good afternoon,I want to sincerely apologize for the frustration you've experienced with the order support you received. I want to follow up with you privately via email to address your concerns, apologize personally, and ensure we have corrected our mistakes.I will review your account to determine how best to assist you. Again, I apologize for the delay in our response.I look forward to connecting with you shortly.

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.