I am a middle eastern decent and live in America following the American Dream .With a faded American accent, As a matter fact you can tell by the way I am writing this letter. We have bought a floor sample over the phone and is a factory default, and it just starting to chip it’s a cheap painted make look like brass . The manger at the store and all the sells people know about it and didn’t inform us . They scammed us by selling a defected table . Their excuse is that we sign to an agreement on a floor sample . They are right about that but, I trusted their professional opinion and was happy that someone was honest toward an honest customer, they turned out to just want to get the furniture at the house . We have been scammed please don’t do any business with them they will never returned your calls back . We have called customer service because it was floor sample they are not able to help us, and said that it was up to the store mangers, the store manger don’t return our calls back and ignore us at all the time . I guess we are not famous enough for her .

I was finally able to visit Chicago again and I am so sad that I can’t shop here anymore. This is not a customer friendly store.

There is absolutely no reason for this shop to be appointment only. Im not sure how they are still in business.

I love this store!!! Lori and Frannie are amazing! My husband and I visited about a month ago (we live in Missouri) and it was the highlight of our trip. I planned a second visit a month later to finalize our choices and design plans. They are so much fun and have a great sense of style. It’s so nice to be able to work with people that understand the look you’re trying to achieve and have great ideas. I highly recommend both Frannie and Lori and the Chicago store!

Numerous times I have tried to come to this store. No “ appointments available” . Double booked only to find nobody in the store. Do you want to sell anything?

Cool, bright, furniture store, only one in the Midwest. Slants to the “coastal look”, wish they had more case goods for our cooler climates. They need more practical wood dressers, tables, etc. We aren’t Florida or California. Ask for Frannie, she is a delight. Great comfy upholstery, wow, you won’t want to get out of it.

I never write reviews but want to share my experience with Serena and Lily. The low quality of tS&L products do not match the high-end pricing. It’s cheaply made stuff. And worse, the customer service is HORRIBLE. I wasted a minimum of two hours of my life over the course of several days on hold waiting to speak with a customer service person about my furniture deliveries. I was beyond, beyond aggravated. I promised myself I’d write a review to warn potential customers! When I did finally speak with someone, he was helpful but it took too long to get to him! Ugh. Lastly, the shipping company they employ, Ryder, had been ‘storing’ my bed frame in their warehouse for 3 weeks. I had to call them to get a shipment date and not the reverse?!! Seriously, I am never shopping at S&L again. Sorry!!!

I have never written a review before, but the customer service is atrocious. Ive tried calling & wait times are in excess of 30 minutes. If you elect to receive a call back, you wont be called. Ive tried a live chat & there was no response & I have tried emailing three times & I have received no email communication. I have never encountered a retail company like this. How do they stay in business?

Gorgeous showroom full of everything to fall in love with. The upholstery, case goods, rugs, wallpaper and more. I want everything in here! Incredible gracious staff.

This place actually opens at noon on Sunday. We were here at 10 like it says but their door says they open at 11. Tried to go in at 11 and the woman told us it was open at noon. She was not apologetic at all. Very disappointed with the wrong information on this site and the low level of customer service.

One off the coolest collection for ur home needsThe staff is amazing and Coustmer service is so great

This company has horrible customer service. I placed an order weeks ago, all items were in stock and ready to ship. I received an email with shipping confirmation and provided a tracking number. The item did not arrive. I contacted the #serenaandlilyatlanta store and was told by a supervisor my item was in transit and on schedule. I then contacted FedEx and was told they never had my package as a shipping label only was created and to contact Serena and Lily. I left a voicemail at the #serenaandlilyatlanta store for the woman I spoke with. It’s been 3 days and no one from that store bothered to return my call. I called customer service when I was told my package was lost in their warehouse and the item was in stock and would be shipped overnight. I was supposed to receive a call back. 5 hours later I called again only to be told that now the item is not in stock. Meanwhile, this company has over $600 of my money and I have no answers as to why I received a shipping confirmation email and was told 3 different stories and now request answers on how this company plans to make this right for me. I was told a manager would contact me Monday morning, here it is after 2 pm and no one has bothered to call or email me. I have made 6 phone calls to customer service and sent 3 emails. This company is avoiding me and leaving me no options. Major disappointment as I had ordered 4 items and 2 out of 4 items had problems getting shipped to me. I had to call and inquire the whereabouts of that item. There was a mistake there as well. I placed a relatively large first time order with this company because of the reviews and the beautiful photos of their products. I would believe a high end retailer would employ and execute high end service. This has been a nightmare and I’m still out over $600. #serenaandlily #makethisright #whereismyrug #whereismymoney #whoworkshere

Love everything about this store.