Serena & Lily Newport Beach at Lido Marina Beach

I put in a 6000 order in March and I am still waiting for my 3000 table. Every time I check on status, the date gets pushed back. I tried getting store manager’s help to get compensated since i missed the 25% sale but she said she has no authority. I emailed customer service. Cute stuff, but not worth the wait. Every thing is sent out piecemeal. I am stuck because the table goes with the chairs that i have had for awhile and i cannot return them. What the sales person says on delivery date is absolutely false! I will update this if i get a response with my email complaint to customer service. Go to Pottery Barn or Restoration Hardware, better customer service and estimated delivery dates are more accurate. **Update - manager intervened and a credit was issued of the difference of sale price/ my perfect table finally arrived. It was worth the wait since the dimensions work well with my kitchen.

Rude.

Asked for help pulling together a housewarming gift. They asked me to go online.

Geez, all these horrible reviews with lowsy customer service, horribly long wait times, receiving wrong products, and extensive shipping costs. There's a place in La Habra that'll custome make your furniture for half the price and much better quality, faster, and free delivery. Foam & Fabrics (something like that)

Absolutely the most pretentious, self-satisfied, customer unfriendly experience on the planet.

WARNING if ordering online please review return policy before purchasing because it can be costly. They charge you for inbound and outbound shipping costs and you may not be refunded the full tax due to inbound and outbound tax fees. This being said when ordering online be sure it will be items you intend on keeping. Lessoned learned. On a positive note though, the customer service was extremely nice and helpful and they do have beautiful quality products.

I don't understand why it's the only place in Newport beach where you can't shop inside.
It's almost like they force you to shop online and pay ridiculous shipping cost

I had an appointment at the store and choose the chairs I wanted. Everything was in stock. I received the four balboa arm chairs and cushions in 10 days! Excellent delivery experience as well as product. Will definitely order again

Because of Covid, You are not allowed to shop during business hours, it is by appointment only. OK, fine, I took the afternoon off work, made an appointment for today, arrived early to be greeted by someone, RUDE.   (didn't catch her name). Per their policy, you must wear a mask, which I did.  Apparently she didn't like my mask, and after I arrived asked me to change into a different one.  Above my nose and all. ARE YOU JOKING ME!? ! I am literally going out of my way to patronage your business, wore a mask, made an appointment and you greet me like that?  I have claustrophobia issues, which a.are none of you business but b. Did what your store policy asked regardless and that was the welcoming I get?  I will not double mask to shop in your store and give you my money. Not that it should matter bc all should be treated equal but I was literally ready to spend several thousand dollars.  I told her I was not going to double mask or change my mask and she told me to leave.  SO.don't waste your time unless you wanted to be treated like a walking disease.  I'm disgusted with how you treat your customers and disappointed I wasted the time and energy on S&L.

Had a little glitch with an item that I purchased and the team at Serena and Lily really stepped up to the plate to help me resolve it. They were attentive and responsive to my questions and their follow-up was excellent. Thank you Susan for your help! I really appreciate it. It's great to know that Serena and Lily stands behind their products!

Do not order from this company anything custom upholstered - or large delivered through their white glove service in CA. I’ve spent thousands and had too many delays, lost furniture and hours waiting on hold to get any costumer service. Very disappointing. Pillows and in stock small items come quickly though.

Tall Broderick Shelter Bed-The worst furniture experience on my life! We ordered a special order bed that took three months to finally receive and was delivered with the wrong slats for the bed. We had to sleep on it with the mattress sinking through on the left side for two months during quarantine and realized the fabric on the side of the bed was fraying. They sent us the wrong slats twice, so I had three sets of the wrong slats in my garage. They finally were able to pick up the bed and one month later.still no refund!

Worst customer service. I purchased two chairs here and was told it would be ok to dry clean them. I dry cleaned them and it destroyed the lining of the chair. When I called the store they were very rude and said a store manager would call me. The manager never called and I had called them 3x. Very disappointed in the service.

I haven't received the sheets yet, but the customer service has been outstanding. I will be purchasing several more items in the near future. I only wish the store was closer to me, but thankfully, there is shipping.)