Reviews Analyzed
21
We Collect & Analyze Reviews
Serena and Lily
Experiences & Reviews
Serena and Lily is a U.S. home furnishings brand and retailer selling furniture, bedding, rugs, lighting and decorative accessories through an online store and physical retail locations. The brand is commonly searched for furniture, bedding and home decor items and often considered by consumers comparing quality, style and customer service.
Overview & Key Metrics
Positive Sentiment
95%
Latest Review
15d
Overall Rating
4.8
Our Analysis
🎯
Service quality
Many reviews praise helpful customer service and reliable, on‑time delivery; one detailed complaint describes unexpected installation fees and poor follow-up.
Share of mentions
Strong
15%
💰
Value for money
Several shoppers note good value or timely sale prices, while a smaller set of reviews call prices high or say they felt overcharged on orders.
Share of mentions
Mixed
11%
⚡
User experience
Customers report a user-friendly website and easy ordering; free fabric samples are appreciated. Small number of reviews mention this theme, so interpret cautiously.
Share of mentions
Mixed
9%
🔧
Product quality
Most reviewers describe high-quality, stylish furniture and bedding; isolated complaints report issues like strong chemical odor and persistent wrinkling on linens.
Share of mentions
Strong
34%
📞
Communication
Delivery and ordering messages are often described as smooth and first-rate; one review reports inconsistent calls and sudden extra‑charge notices.
Share of mentions
Mixed
6%
⭐
Overall experience
A majority report repeat purchases, satisfaction and recommendations; a minority describe disappointing orders or frustrating customer interactions.
Share of mentions
Strong
25%
Our Independent Methodology
How we analyze customer reviews without bias
Data Collection
We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2021 – October 2025).
Kitchen rugs
"I was advised a waiter to buy kitchen rugs from this company. I went and checked their latest designs which aligned with my interior. I decided to purchase the rugs even though it was expensive without getting a quote from other companies. My interiors and color scheme changed four days before the delivery date, i called to enquire about the new design changes, i got told that the materials would be delivered on the date agreed, then suddenly i get a call about changing the fabrics to what i have just mentioned above at an extra cost of 35% of the original purchase price. Apparently they install your design and if you want to change you have to pay all over again. They delivered me a quote showing me how much they charge me for materials and how much they charge me for labor, I ended up paying more than that so they will install while in reality they did not, who are these rip off artists? They need to come clean now!"
Amelia
Collected.reviews
Dec 17, 2021
Featured for: Complaint: extra fees, installation not performed
Disappointing and frustrating - not good quality
"Ordered Castine Duvet and sheet set for a guest bed. The items came with such a strong chemical smell that it had to be laundered. After laundering ex..."
Susan
Trustpilot
Oct 01, 2025
Featured for: Product complaint: chemical smell, wrinkles
Outstanding Quality
"Shopping with Serena & Lily has always been a top notch exper..."
CT
Trustpilot
Oct 01, 2025
Featured for: Mentions quality and customer service
It Was On Sale !!!
"High quality merchandise wi..."
Anne
Trustpilot
Oct 01, 2025
Featured for: Notes sale and user-friendly website
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025
C
Customer
trustpilot.com
Oct 01, 2025
Serena and Lily represent excellent…
Serena and Lily represent excellent quality of inventory and their customer service is undeniably the best. I have loved all of t...
J
Jeff R.
trustpilot.com
Oct 01, 2025
Fresh. Clean. Simple.
Fresh, clean and simple. Solid value for furniture, wallpaper, decor...have b...
m
mr
trustpilot.com
Oct 01, 2025
Nice purchase
...
S
Sharon
trustpilot.com
Oct 01, 2025
Luxury and quality and timeless style…
Luxury and quality and timeless style all in one! Lov...
A
Anne
trustpilot.com
Oct 01, 2025
It Was On Sale !!!
High quality merchandise wi...
S
Susan
trustpilot.com
Oct 01, 2025
Disappointing and frustrating - not good quality
Ordered Castine Duvet and sheet set for a guest bed. The items came with such a strong chemical smell that it had to be laundered. After laundering ex...
M
Margaret
trustpilot.com
Oct 01, 2025
Free fabric sample
Offering free fabric samples mak...
C
CT
trustpilot.com
Oct 01, 2025
Outstanding Quality
Shopping with Serena & Lily has always been a top notch exper...
P
Pat Carleton
trustpilot.com
Oct 01, 2025
Fabulous service and delivery!
I am so pleased to have discovered this wonderful interior design and furniture business through their tasteful, elegant and beautifu...
C
CATHY LOWERY
trustpilot.com
Oct 01, 2025
I absolutely LOVE Serena and Lilly!!!!
I absolutely LOVE Serena and Lilly!!!!! Love their style- makes me HAPPY!!!!!!! I am very blessed and have 3 homes and am incorporating Ser...
M
Marcela Payan
trustpilot.com
Oct 01, 2025
Excepcional quality!!
...
N
Nicole M
trustpilot.com
Oct 01, 2025
Great pieces!
...
L
Linda DiOrio
trustpilot.com
Oct 01, 2025
Finding exactly what I was looking for
Finding exactly wha...
S
Sheri Maffia
trustpilot.com
Oct 01, 2025
Great Company
I have been ordering from this company about 20 years now. Every single shipment has been on time...
S
Susan Cha
trustpilot.com
Oct 01, 2025
Always a pleasure with Serena and lily!
Always a pleasure w...
K
Kimberly
trustpilot.com
Oct 01, 2025
Exquisite products
The products are always excellent...
D
Debbie
trustpilot.com
Oct 01, 2025
Beautiful designs !!!…
Serena & Lily have the most beautiful house hold items !! Always gre...
V
VB
trustpilot.com
Oct 01, 2025
Beautiful products
Easy to buy, bea...
K
Kathie R
trustpilot.com
Oct 01, 2025
Great website and style-perfect for…
Great website and sty...
J
Joe and Nina
trustpilot.com
Oct 01, 2025
Love your style:-)...I am re-decorating…
Love your style:-)...I am re-decorating our primary bath and wanted soft and lovely. The Biscayne Chandelier made out of coco shell slivers was the pe...
Conclusion
Reviews show that many customers find Serena and Lily’s products stylish and of high quality, with repeated praise for customer service and timely delivery. Several shoppers highlight a user-friendly website and useful options such as free fabric samples. Reported issues are limited but include a few product complaints (notably a chemical smell and severe wrinkling on one linen order) and isolated service disputes over unexpected charges and installation. If you are considering a purchase, check item-specific reviews, request fabric samples when available, and review shipping/installation fees and return policies before ordering.