Lovely, lovely look of items and very effective design, branding, catalog, etc. I have been considering some wallpaper Id seen in several of their catalogs for my new home. I finally had some time to make plans to go to the store to see it in person. And it is just as lovely as Id hoped.The store staff leaves quite a bit to be desired. Luckily I called in advance and was able to schedule an appointment to come in, which is required. I was greeted by a locked door, followed by an annoyed and unfriendly staff person. I let her know my name and that I scheduled an appointment to come in and look at wallpaper. She pointed to an opening to the right and let me know I could view them over there and that there were drawers with paper also. That was all the assistance I was offered. There were four staff people in the store. I believe they were all designers working on projects, two working at computers. One was kind enough to open the drawer with the wallpaper samples, so I had a better idea of what the other woman was talking about with her vague hand wave.I enjoyed looking around the store, as Id never been in. And was glad to see some of the lighting fixtures in person, as they were much larger than I visualized from the scale in the catalog/online images. I took a sample of the wallpaper I was considering and approached the woman whod let me in to ask about availability. I could see she was working on something so I simply let her know I was finished looking and when she had a moment could I ask her a question about availability. She was clearly annoyed, and yelled to the two other staff people in the other area to ask if someone else could help me. The other woman was very kind, looked it up quickly and let me know it was in fact available.All in all I felt like the negative experience with the one staff person was really unfortunate. I understand everyone has a bad day, but there is never a good reason to be rude and unpleasant.Their costal style is quite nice, and I will be ordering the wallpaper, but Id planned to order a fabric headboard, bedding, lighting perhaps, etc. which I will find elsewhere, as life is too short to waste ones time (& money) dealing with business who act annoyed at assisting you, and like they are doing you a favor by allowing you to purchase from the store.

Terrific customer service! Design advice from Daniel has been invaluable. Love the look and quality. Had an issue with a chair and returns were so easy.

I’m glad I went to the Atlanta store to look at the product quality before I bought. Love the look but it was going to be approx 3k for the bedding and throw pillows I wanted in a king set. I asked the sheet thread count and thought almost $300 for a sheet set in 300 thread count was too pricey. The sales people were very helpful but my sales guy was pushing me toward white which I kept saying I wasn’t interested in, and he didn’t seem like he could put the patterns and textures together that I wanted. Also, very numerous follow up phone calls until I said I purchased elsewhere

Beautiful shop featuring coastal lifestyle living. Not my style and I expect a hard sell to the land locked residents of Atlanta. The staff was friendly and attentive. The prices were ridiculously high as this is essentially a seasonal shopping destination with a short window of selling opportunity.

To remove your name from catalog mailing list, S&L website directs you to one of two 3rd party websites ... to whom you have to provide all of your information. You know, so they can then turn around and sell it. Seriously. Looks like I will have to just go ahead and kill trees instead. Presumably this company wont be in business for long, so hopefully not too many trees will be destroyed.

Ordered bedding for which shipping is not supposed to be charged, but I was charged $33 for shipping. Quilt is light weight (certainly didnt have heft of a $400 item) and not what I was looking for. Trying to return the quilt has been a nightmare. Serena and Lily has abominable customer service. You cant reach a person when you phone (wasted over 60 minutes on hold), you dont receive the return call, I have sent 3 emails that have gone unanswered. BEWARE.

Ive ordered two products from Serena and Lily, my first a rug and my second a set of napkins. Both times shipping was HORRENDOUSLY slow (and EXPENSIVE). I mean really awful. As in, I ordered my napkins, a week later I ordered an item from a different store (not Amazon, not Target, but a small, American made store), received the second, non-Serena and Lily item almost a week before ever receiving my napkins. All that said, not a dealbreaker for me. However, while I adore my rug (the Ryder rug in blue) and feel it was worth every penny, the Brela napkins were way overpriced. Though very pretty they are thin and flimsy, made out of a material that feels just a bit... well, Walmart. Which is fine if I had paid Walmart prices for them. Overall, my experience with Serena and Lily was pretty underwhelming. Not bad, not great, just kind of... meh. I wouldnt NOT recommend them, I just cant really glow about them either.

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

The quality of the product isnt worth the price. Plus shipping is ridiculously expensive. If you on the east coast or the south and youre not pleased with the product, expect to pay $50 plus dollars to return. Not worth losing money!

Host of The Atlanta Food and Wine Festival

A truly wonderful experience working with Cathy Rodts at the Atlanta design center. She is knowledgable, has great design instincts, helpful, responsive, and has a really pleasant personality on top of all that. Thanks much for your time and effort Cathy!

I had a very similar experience to Melissa‘s. Having scheduled an appointment, I showed up on time and yet waited almost 10 minutes at the locked door before someone passing by glanced my way and I waved them over. That person also seemed annoyed despite the fact I had an appointment and had been waiting to come in.I was told to walk to the back of the store to find someone to help me. A lady on a computer was busy, but eventually stopped to help me. I had received several gift cards as wedding gifts (which I had requested) and used all of them plus more on the bedding I had seen in the Catalog.It seems their catalog does a better job than their staff when it comes to selling their products, and I suppose I will continue to make purchases but I am not motivated to promote them on my social media or to my friends in person as I do with other stores where excellent customer service keeps me coming back regularly.