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.
Examples from available reviews (Dec 2021 – Feb 2026).
Customer was charged extra and not provided promised installation.
“they will install while in reality they did not”
Sheets and duvet emitted chemical smell and remained very wrinkled.
“The items came with such a strong chemical smell”
Shopping experience has been consistently top-notch with quality service.
“Shopping with Serena & Lily has always been a top notch experience for me.”
Merchandise is high quality and website is user-friendly.
“High quality merchandise with a user friendly website.”
Many reviews praise helpful customer service and reliable, on‑time delivery; one detailed complaint describes unexpected installation fees and poor follow-up.
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.
Customers report a user-friendly website and easy ordering; free fabric samples are appreciated. Small number of reviews mention this theme, so interpret cautiously.
Most reviewers describe high-quality, stylish furniture and bedding; isolated complaints report issues like strong chemical odor and persistent wrinkling on linens.
Delivery and ordering messages are often described as smooth and first-rate; one review reports inconsistent calls and sudden extra‑charge notices.
A majority report repeat purchases, satisfaction and recommendations; a minority describe disappointing orders or frustrating customer interactions.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
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!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of 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.