Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.
  
  
  
  Sincerely,
  
  
  
  Dale L***********e afraid that any items for which a Keep As Is refund is accepted are final sale. Additionally, as the order is from 2022, it falls out of our standard policy.
  We sincerely apologize for any inconvenience this may cause.
  Please let us know if we can assist you with anything else.
  Best,
  ***** *, Customer Care Specialist
  SERENA&LILY
  ******************************
  ********************* | ************
  This is ridiculous.I now have a fifth chair I cannot use as it is broken near where the seat is attached.It feels unstable and looks awful.
  This is a defective chair and should be replaced. At the price point we paid, this company should stand behind its product.
  Can you please help me?
  Thank you,
  Dale L***********
  ************

  Business Response

  Date: 05/19/2025

  Good afternoon,
  
  Thank you for reaching out, and we sincerely apologize for your experience with your ****** chair(s) and the communication.  We would like 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.
  
  Looking forward to speaking with you soon.
  

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased a sofa and ottoman on 11/29/24 from Serena & Lily online. I purchased the sofa online after reading the description of its comfort, the sofa’s construction, filling, and seat height. I chose an ottoman to match it. I expected, based on the description and the salesperson’s claim that the sofa was made by talented furniture makers in North Carolina. I also saw the sofa in their showroom and it was drastically better quality and much more comfortable.
  Months later when the sofa arrived, I was shocked by the poor quality. The seat and back cushions arrived with cheap poly filling that was lumpy/unsightly, without the ability to fluff out the ugly lumps. The fabric was sewn loosely, there is no springs in the cushion as claimed, the seat is saggy and looks like someone has been sitting on it for 10 years. In addition, the seat height is 2.5” taller than advertised, which makes it look awkwardly tall and too tall to use with my furniture and the ottoman which I also purchased from Serena & Lily. The fabric is bunched up on the seat and the seat depth is shallower than advertised.
  I have sent photos and descriptions to Serena & Lily and they will only offer a minor discount on the item which is unacceptable. I cannot use this sofa in this condition and I shouldn’t pay for a falsely advertised product. They then offered to replace it with another one, which will take months (that I don't have time for) and I still end up with the same sofa. Let’s be honest- they aren’t changing how this sofa is manufactured just for me. I will simply receive the same thing again.
  
  I am also stuck with an ottoman that is now too short for the incorrectly sized sofa and was purchased to be used as a set. They are not offering any discount or refund on it.
  
  I spent $7,235.56 on two items. This is not a small amount of money and the quality should be as advertised both online and in their store. This is a scam and unethical. I am seeking a full refund on both products.

  Business Response

  Date: 02/19/2025

  Good evening,
  
  Thank you for reaching out, and we sincerely apologize for your experience with your custom upholstery order. We would like 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.
  
  Looking forward to speaking with you soon.

• Initial Complaint

  Date:12/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These chairs were bought from Serena and Lily several months ago and honestly have been nothing but a disaster. I have had 3 chairs now fall apart due to the rattan weaving. I have tried glueing the pieces back together only to have them keep falling apart. The link to the chairs is here: ************************************************************************************
  
  I would never recommend buying this chair to anyone. I spent over $2000 on these chairs and regret this decision.

  Business Response

  Date: 01/02/2025

  Good afternoon,
  Thank you so much for reaching out. We sincerely apologize for the frustrating experience with your product.
  Thank you for working with me over email. My goal is to ensure your needs are fully addressed and to confirm that you are satisfied and happy with all of your products.
  We look forward to connecting with you soon.
  Best regards, 

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.
  
  
  
  Sincerely,
  
  
  
  Myra Z****

  Business Response

  Date: 10/22/2024

  Good morning,
  Thank you for reaching out. We sincerely apologize for the issues you’ve experienced with your replacement order and post-delivery service.
  We are eager to connect with you to address your concerns and discuss the next steps. I’m confident we can find a solution that ensures your stools are free of any issues.
  We will follow up with you privately to continue this conversation.
  Looking forward to speaking with you soon!
  Best regards, Client Service 

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. July 1st during the 4th of July Sale, I was incentivized to buy today (meaning July 1st) to get 20% off the chairs & to have them BOTH delivered before July 9th. I paid a total of: $2,134.53. Order: 2 Outdoor Chairs + Chair Covers. 2. On July 10th, I received both chair covers. 3. On July 11th, I received ONE of the chairs, though I paid for BOTH.4. On July 15th, I called to track the second chair. It was confirmed the chair was lost, did not have a working tracking number, was never in picture at delivery, and a replacement was put in. 5. On July 22nd, I emailed Serena & Lily after a week with NO chair delivered.6. On July 23rd, I called Serena & Lily and was told there were NO more chairs available and the next production would be around August 28th- September?7. On July 23rd, I was offered a 10% discount to the chair not yet delivered OR to return the one I already have. EXTREMELY displeased, I chose the discount.8. On July 24th, I call back explaining how displeased I am that they would offer 15% discount to newcomers but could not offer a better resolution for wrongly advertised delivery/inventory for loyal customers & would RATHER have me return the chair I DO HAVE & lose out on ALL my given money? I was told that I was being emotional over MY MONEY given with the promise of a delivery date & stocked inventory. I explained this would be like buying a pair of shoes at 20% discount day of in order to get them that week but after the customer pays for the shoes, the store gives the box & says thanks for your money, however, you can only get one ********* do not actually have both shoes in stock for your delivery date that was marketed & paid for.9. July 25th, I call back & decide to return the chair I have & have a refund on the other chair. I cannot find a box big enough to fit this custom sized ********* was told local stores would have them. They do not. I am now asking that Serena and **** sends a box for this *********** label.

  Business Response

  Date: 08/07/2024

  Good morning,
  Thank you so much for reaching out. We apologize for the frustrating delivery and overall experience youve had.
  We would love to follow up on this matter and will contact you privately via email. Our goal is to ensure that your needs are addressed, and that your return and refund have been processed correctly. Alternatively, we can explore other options to rectify the situation.
  We look forward to connecting with you soon.

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have tried three times to stop unnecessary solicitation catalogs. I’ve tried two large catalog vendors sites to remove and I’ve called and I can’t get help
  
  I want them to remove my name from their mailing address and every single bender they’ve sold my or given my address too. This is a catalog I would never ever purchase from so I don’t know why I’m getting it and getting so many of them. They are overpriced with ridiculously silly products, and I am not interested in destroying more trees over this overpriced catalog.

  Business Response

  Date: 07/30/2024

  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 today. We look forward to connecting with you to ensure we have addressed your needs and that your request have been processed correctly and to ensure you have a direct point of contact for any further needs.

• Initial Complaint

  Date:03/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/19/2024

  Good afternoon! I want to apologize for this frustrating experience with our mailings. I will work with our internal teams to stop all marketing material from being sent to the address you provided. I look forward to connecting privately via email to ensure we have addressed your needs. Thank you for contacting us. 

• Initial Complaint

  Date:08/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20460109
  
  I am rejecting this response because: I would prefer not to close the complaint until after I speak to someone at Serena and ****, and after I receive the rug.
  
  Sincerely,
  
  ************************* The offices are closed and not answering phone calls.

  Business Response

  Date: 08/22/2023

  Good evening,
  I first want to say how sorry I am for the inconvenience we have caused with your order(s). There have been multiple missteps with our team and shipping partner. The shipping time frame and execution and communication with you have been unacceptable. These service pillars will be addressed with our team and shipping partner. But first, I want to ensure we find an immediate solution and compensation for this situation. I will work with our carrier partner and logistics team in the morning for concreate next steps. 
  I am 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,
  *******
  Serena & **************************

  Business Response

  Date: 08/24/2023

  Good afternoon,
  Thank you for your communication. I completely understand and would feel the same. I am sorry for the delay in my response; I was able to speak with the logistics team regarding your replacement rug. The rug has arrived at ************* today, 8/24, and you should receive a scheduling call tomorrow or Monday at the latest. I would love to follow up with you in 1 hour, 230 PM PST, to discuss this further, and then we can stay in contact until after the rug has been delivered and installed.
  I will use the number that we have on file to give you a call. If that is not correct, I will send an email with my information. Please let me know if 230 p.m. is not convenient or if I should use another number.
  Thank you for working with me, and I am sorry for the inconvenience.
  Best,
  *******
  
  

  Customer Answer

  Date: 08/24/2023

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20114441
  
  I am rejecting this response because no label for return and full refund of the print has ever appeared, despite ample time for Serena & **** to have sent it. Nor  have there been any responses to emails or calls to Serena & **** about the matter.  Without the label, the print can't be returned and a full refund issued.  

  This matter is now in the hands of **** as a disputed charge. They will see it through.

  
  Sincerely,
  
  ******* ("dee") *********ade a mistake. 3) Absence of any notation on the bird print receipt about its being a final sale.4) Absence of any visible notice in the store about the print being a final sale.5) Absence of any communication about a final sale by anyone in the store--until I, as the customer, called the store about returning it.The **************** Manager reached me by phone on Wed. May 17, 2023, saying that she would look into the situation because "There had been a "miscommunication". To date (5.27.23) I have heard nothing back from anyone at the store and fear being stonewalled while the 30-day return policy runs out. (I hope the filing of this complaint with the BBB will take that into account.)I would like to have the print-- in perfect condition with all its wrappings undisturbed--delivered back to Serena and ****, and once done, I would like a full refund of $1,250.P.S. The attachments may not be in a logical order. I apologize.

  Business Response

  Date: 06/14/2023

  
  
  Good afternoon!
  Thank you so much for reaching out. We apologize for this frustrating experience with your order, and the communication with our teams. I will be following up on the facilitation of the next steps and will follow up with you privately via email.
  I look forward to connecting with you to ensure we have addressed your needs.
  Have a wonderful day.