Serena & Lily Reviews 

242
TrustScore 4.5 out of 5

4.7

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Review summary

Created with AI, based on recent reviews

Looking at 162 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the superior quality and beautiful design of the products, from bedding and furniture to decor, noting their durability and timeless appeal. Many highlight the exceptional customer service and helpful staff, who are described as kind, responsive, and going the extra mile to ensure satisfaction. Reviewers also appreciate the ease of ordering online and the efficient, well-packaged delivery of items. However, some customers also noted specific issues with product quality, such as poor workmanship on certain items, rapid degradation of some bedding, or discrepancies between product descriptions and actual materials. Additionally, a few other people also felt that customer service could improve in handling specific order problems, including items not shipping, wrong parts being sent, or a lack of flexibility for exchanges.

What people talk about most

Product

Users consistently express satisfaction with the product quality, often describing items as stunning,... See more

Quality

Reviewers highlight positive aspects of quality, with many consistently praising the exceptional style,... See more

Order

Customers had positive experiences with order, praising the easy ordering process and quick shipping. Many... See more

Customer service

Consumers find customer service to be positive, with many reviewers consistently praising the excellent,... See more

Staff

Customers consistently note positive experiences with staff, highlighting their helpfulness, efficiency, and... See more

Reviews shaping this summary

Rated 5 out of 5 stars

The quality of Serena and Lily’s percale sheets is still unmatched. Even though the patterns have lost some of their original charm since the company changed hands about a decade ago and Serena Dugan... See more

Rated 5 out of 5 stars

The staff at the Bethesda Design shop are amazing! Everyone with whom I have come into contact has been truly exemplary! From the outstanding Design Advisor Emily W. to the miracle working Order Coord... See more

Rated 5 out of 5 stars

I started with Serena & Lily during covid 2020-2021. They were one of the few store who could fill in my order for new furnishings after we sold our Hermosa Beach residence and moved to Valencia CA. A... See more

Rated 5 out of 5 stars

So far I have been pleased with products and delivery I am going for modern traditional with beachy vibes as I live in a Canadian beachside community on Vancouver island . It’s a bit like a Canadian... See more


Company details

  1. Furniture Store
  2. Bedroom Furniture Store
  3. Decoration and Interior Design Store
  4. Living Room Furniture Store

Information provided by various external sources

An inspired home collection. Luxury bedding, furniture, décor, nursery and more.


Contact info

4.7

Excellent

TrustScore 4.5 out of 5

242 reviews

5-star
4-star
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1-star

No history of asking for reviews

This company hasn't invited their customers, so reviews may not be representative

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4.7

All reviews

(242)

144 reviews in the last 12 months

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more

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Rated 5 out of 5 stars

Great experience working with Serena and Lily

Great experience working with Serena and Lily to refresh a guest bedroom. Design advisor Julie Chung was wonderful to work with. She was so helpful in creating mood boards, showing me various design options and recommendations. She promptly responded to any questions, assisted in placing my order and followed up on a delivery. I am very pleased with the items I purchased and received so far. I would definitely recommend and shop here in the future.

December 1, 2025
Unprompted review
Rated 5 out of 5 stars

Customer service at its best

Having doubts about a quick delivery ordering wallpaper on the .com website, I called Serena & Lily in Bethesda. "AJ" pleasantly answered the phone. I explained my concerns to her and she kindly offered to order them for me. Assured me that my choice of wallpaper is popular and in stock. Nine days later the order was in hand. I am especially grateful to "AJ" for her input on my choice and having the order delivered to my home.
Many thanks.

November 28, 2025
Unprompted review
Rated 3 out of 5 stars

Like the Look, disappointed in quality

Found a fan that I like the look of on the Serena & Lily website. It was on sale for 300 less than regular due to Thanksgiving sales. Making it approx 1,000 +- The fans fronds are PAPER. Not actual fabric or bamboo as suggested in description.

November 25, 2025
Unprompted review
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Rated 5 out of 5 stars

I started with Serena & Lily during covid

I started with Serena & Lily during covid 2020-2021. They were one of the few store who could fill in my order for new furnishings after we sold our Hermosa Beach residence and moved to Valencia CA. After you experience the classy and well made furnishings, beddings, throw pillows and rugs you just keep on connecting to the store long after your first purchase.

November 28, 2025
Unprompted review
Rated 5 out of 5 stars

In love with my new dinnerware from Serena & Lily!

I shopped for dinnerware pieces on Serena and Lily, and found a beautiful line of dishes made in Portugal. The pieces were shipped quickly and packaged very securely. They are even prettier in person and look and feel like high quality. They are really special and I love them! They have gone through the dishwasher just fine and are not showing any scratches. I am very happy with my purchase.

October 30, 2025
Unprompted review
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Rated 5 out of 5 stars

Beautiful products

Beautiful products. I have used their wallpaper in several rooms in my home and they are perfect. I also love their fabrics. The orders are delivered with care and are as described.

November 25, 2025
Unprompted review
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Rated 5 out of 5 stars

Most of my throw pillows are Serena and…

Most of my throw pillows are Serena and Lily. Their new seasonal colors always look fresh to me. The inserts can be moved from one pillow cover to another saving space and budget. The pillow covers launder beautifully. I recommend.

November 22, 2025
Unprompted review
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Rated 5 out of 5 stars

Serena & Lily

Serena & Lily
I have been purchasing from them for the last five years and have LOVED every product!! The quality is bar none. You know when you buy from them you will get the best designed, and quality product on the market. Their customer service is the best as well. If you order from them they also send an amazing coupon at least once a year as a thank you. It is a significant reduction--as a thank you for being a customer. Just love the brand!!!

November 22, 2025
Unprompted review
Rated 5 out of 5 stars

I have purchased throw pillows

I have purchased furniture, bedding and throw pillows in the past and was very happy with the quality of the products. I decided to gift some throw pillows to a niece for the holidays.

November 20, 2025
Unprompted review

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