I had the absolute best experience working with Cindy Koehler at Serena & Lily in Palm Beach! Cindy is a laser-focused professional who truly knows her craft. After months of searching for the perfect end table, she swooped in and found exactly what I had been looking for. When the piece wasn't available in-store, Cindy immediately pivoted -- somehow knowing it was available online -- and walked me through the options seamlessly. She even showed me a comparable end table in-store so I could see and feel the material and craftsmanship firsthand. While that one didn't meet all my requirements, it reflected the same beautiful quality and reasonable price point, which made the decision so much easier. Beyond her expertise, Cindy made the entire experience genuinely fun. She's knowledgeable, intuitive, and an absolute delight to work with. Thanks to her, my living room is beautifully transformed and perfectly coordinated with my other pieces. Thank you, Cindy -- you're amazing! read more

I had been working along a couple of years with Serena & Lily Palm Beach team, especially Andrea K., her kindness, prompt attention, products knowledge and accurate information regarding tracking's are immensely appreciated. Veronica Colchado Hospitality read more

I am so glad that I sought assistance directly from a designer at the Palm Beach Serena and Lily location to order rugs. Zeb Jowers could not have taken better care of me. His warmth, attentive listening and knowledgeable guidance helped me feel confident that I had made the best choices for my new home. We have a big family gathering coming up for which I had hoped to have the new rugs in place. Zeb did all he could to attempt to find a way to make it happen, including inquiring with the national sales center to seek a solution. That definitely exceeded my expectations. I may have met Zeb as a client, but by the time I finished making my purchase, I felt more like a friend. read more

There is no customer service! No one has answered my complaint so buyer beware: I was excited for my towels to arrive and after one or two washes, the "coastal blue" became a grey version of "seafoam". What a waste of money. I only wash in cold water, use a mild soap (no chemicals, smells, or bleach). Other blue items I've washed have not faded this badly. read more

Serena & Lily Palm Beach - Supposed to be Coastal Blue - Home Decor Near Me - Palm Beach, Florida

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Never anyone helps they barely greet you. I walk out every time. After two attempts to go in make a purchase I walked out. Now I buy elsewhere. I did make purchase on their website over a year ago. That's it. Better service at competitors same premium level of price of goods. read more

I've been following Serena & Lily for a while on IG and decided to finally browse the store in person. You are in Palm Beach so the atmosphere is extremely 'posh' the tablescapes are perfect if you need an idea for your dining areas. Beautiful coverlets for bedrooms and I LOVED their candle collection as well. Service was pleasant and non-evasive. BTW the wrapping is adorable as well! Respectfully Reviewed read more

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Beth Kimberling at their Palm Beach store is absolutely amazing... It's when you have an issue which can happen to all of us you have the opportunity to see how a company resolves that issue...... All I can say is WOW .........Beth takes customer service to another level..... Extremely satisfied as a customer and highly recommend to anyone looking for great quality unique products at a great value with amazing customer service read more

Our next family adventure take us to Serena & Lily in west palm beach with style and elegance in their design decoration for home, This chain of stores is found throughout the country with unique designs. When you enter the store you feel calm and your inner energy is recharged since each design is made in a way that you admire every detail. When you enter the store you feel calm and your inner energy is recharged since each design is made in a way that you admire every detail. read more

My husband and I recently visited the Palm Beach store in order to purchase furniture, wallpaper, and bedding for our new home here in Florida. To say that the sales people were not helpful is an understatement. There were three sitting in separate rooms all of whom were on their computers, and barely looked up to acknowledge us., I now order everything through the Los Angeles store . Based on the yelp reviews, I can see that my experience is not unique. I'm about to order a chandelier, a coffee table and headboard and I will continue to do so with the sales associates in Los Angeles. read more

Let me start by staying: The only reason for the 2nd star is because I like your website. Running a retail business by appointment only is insane. Having to call and set up and appointment to see (possible) furnishings is the most awkward and tacky experience imaginable. Having worked in retail, foot traffic is a great way to make even more money. The typical customer isn't basing his/her day around an appointment to look at furniture. Not many customers are buying something as stupid expensive as Serena and Lily without having seen it first. I suggest opening the store to the general public without needing an appointment, especially on Palm Beach Island. Best of luck surviving. read more

Joann is magnificent! We cannot wait to receive our our furniture thank you thank you thank you thank you thank you

Great customer service! The store was amazing displaying everything and beautifully put together! Will definitely be back soon!!

I visited the Palm Beach store 3 times this week to select furniture, get samples, and consult with my designer Hayley. She was wonderful. She gave me great ideas and excellent feedback as I went through the buying process. I made two appointments and my 3rd was a walk-in. I know I got lucky to walk-in and have Hayley be available, but I would have waited. She's very patient and calm. That's how I like my shopping experience to be. Serena and Lily has so many beautiful things to choose from and I needed the help of an expert to bring all my rooms together. I'm so excited and looking forward to the delivery. Thank you Hayley! read more

Danielle Brown was awesome. so helpful and kind. She has a great eye and I loved working with her.

My wife Jo-Ann spent two hours with JoAnn Manousos and gave her excellent ideas and her undivided attention. She represented Serena and Lily is a very professional manner and was a pleasure to work with. The two of them were able to connect on the vision for our place and JM put a great plan together for us. read more

Another review to update on continued business with this location. Again Serena & Lily has exceeded my expectations! Michelle at the Palm Beach store is an absolute treasure! She was so patient, and helpful when I visited the store for the first time. I really thought I would be in and out but it was an experience like no other. When you walk in everything is perfectly placed and the staff is very helpful. I spent almost 2 hours browsing. This was so nice to see lots in person. Even though I ordered sight unseen with most of my furniture visiting the store helps to really get an idea for the quality this brand provides. So the update is I got all my furniture delivered (white glove was amazing as well) I am so happy with everything, not seeing or feeling anything in person I'm overjoyed we spent the extra money went out on a limb and went with S&L. Everything is top quality and extremely comfortable!!! If you're on the fence because you can't see it in person - JUST GO FOR IT, you will not be disappointed. THANK YOU S&L read more

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Was visiting palm beach with my husband. We just moved to FL and were looking to purchase a dining set and barstools. We were the only customers present and 6-8 employees were in the store at the time (hiding in a side room). No one welcomed us, offered to help, or even spoke to us. My husband and I looked at the chairs ourselves and decided to order online as no one working seemed to take any interest in us. For their price range they should not be ignoring their customers. The atmosphere was very snobby and they did not seem to care for our business at all. Not impressed with the store or employees. read more

While I love Serena and Lily Products the sales and service aspect needs much improvement. When we placed our order in October 21, our sales person told us they would order everything and then hold it for us until we closed on our home. Once we were in the house they said they would deliver everything. However what actually happened is they took our money and didn't place the actual order until we were in our house. So all of the big items we purchased are now on back order and they are also being delivered with white glove delivery which will add another 3-4 weeks once shipped. It's a bit frustrating when you expect one thing and then something completely different happens. We've also ordered other things directly off the website such as rugs, which must be delivered via white glove delivery. One of the rugs has arrived to the last mile vendor but they won't deliver it until the other rugs are in, even though I paid for white glove delivery for each rug. I've asked the Serena and Lily team about this but since I didn't order through the store front they said they can't help. I will still remain a Serena and lily customer because I like the final product. This review is mainly to set expectations on how the processes actually works despite what your sales person says or what it says online. read more

If you're lucky enough to get inside, after making an appointment and waiting outside in the hot sun for about 20 minutes before they actually let you in for your appointment, they have some cute stuff. BUT it's exorbitantly overpriced. I never thought I would say restoration hardware is a good value, but after shopping here that's exactly what I thought. I will be taking my business elsewhere read more

Dear Michelle! (Molnar) It was such a pleasure working with you. Our styles just "clicked." You are so extremely talented and have such impeccable taste. If you recommend it, I feel like I can't go wrong! Your architect background is invaluable for scale and spatial planning. Loved loved loved your advice! Thank you for all your help!!! Best, Marla read more

They are currently operating by appointment only. We called yesterday to make an appointment for this afternoon and arrived at the store to be told they did not have our appointment. One rude associate said she had another appointment she had to attend to and could not help us and we would have to leave the store. Was quickly rushed through the store with one of the associates pointing out random items, given under 5 minutes before we were thrown back out on the street. Disappointed in the lack of customer service. read more

Tried calling the store. Message on the phone says to go online. When you go online it says call the store to make an appointment. Called the store again but their mailbox is FULL. That's shoddy organization. People are still moving house. Beautiful products online but I want to see and touch before I order for these prices. Plus they're tempting us online by asking us to look at their flagship store for room design ideas ‍ read more

Since it's appointment only, we called to see if they had the gray bone inlay mirror in store so we could see it. They said no but had the blue version. So we made an appointment. Went in and in fact they do not have the mirror in blue? They had a stool? Which was not helpful. I would have thought maybe they'd offer to pull it up on the website, show it to us, anything to give any kind of service, but no. Salesperson just walked us to the door! Question is, do I still by two of these mirrors from their website, or take my business elsewhere read more

Staff was very accommodating setting an appointment. Doing such creates a perfect environment for discussion, display - you have the designers uninterrupted attention. Michelle was terrific, listens very well, asked for details in advance to enhance our visit. We're very pleased with our choices for our bedroom wallpaper, bedding in our beachside condo - creates an entire new look! Beth handled delivery coordination, kept us informed through supply chain challenges typical through the pandemic. Was a great experience! Tim & Becky Marco Island read more

Beautiful store, however only one customer care specialist in the floor and fully occupied with a client. I had a small purchase and noticed several team members in a back room. I asked if one would be able to assist with my purchase. While they agreed I waited several more minutes and finally gave up and left. I'll order the item from a different purveyor, already in my online basket. read more

Unfortunately this store lives up to it's sad reviews. It is neither a store or design studio. I had a noon appointment for 1 hour today and arrived on time with my mother. The sales women was 30 minutes late then told us that they are closed for lunch from 1 - 2 pm. The saleswoman kicked us out right at 1 pm. We are redoing 3 rooms in our relatively large house which the sales women knew. This company/ branch/ sales people just do not care. We are no longer using this company. read more

I really wanted to love S&L but after $35,000+ of purchases, I will never order from them again. The majority of my order was placed in November using the in-store consultation and design service. The designer I worked with was lovely, extremely knowledgeable, and had a good eye for detail. Unfortunately, she left just after I placed the order. I was told to work with the store manager and customer service on issues. As pieces arrive there has been a consistent pattern of shoddy workmanship and issues. "Custom" made king linen-wrapped canopy bed came with black lining sticking up from all four posts (several inches, visible from simply walking in the room). There was also a large hole in the linen on one of the side boards. The way S&L made this "right" for me was to initially offer a $100.00 gift certificate. That was later bumped up to $300 when it became obvious there was no real way to fix the hole aside from replacing the entire sideboard on the bed. I used the certificate to purchase a decorative duvet that I lay over that part of the bed to cover the hole. The lining was fixed by sending a guy out with a staple gun who climbed up on my ladder (he came without one) and haphazardly snipped way at the lining and then stapled what was left down to the other finished linen pieces. The linen-wrapped furnishings were also white-glove delivered with drawers that would not open and a large stain on the top of the console dresser. The same man who was sent to fix the bed readjusted the drawers. Nothing could be done about the discolored spot on the top of the console. The Dominica Abaca Rug 11X14 arrived damp and horribly smelly. I tried to reject the rug but the delivery person said to keep it and call the store to resolve it. Because the bed arrived before the rug (so much for their free designer service who should know better to coordinate the delivery in a systematic fashion, rug/foundation first, furnishing second), the delivery team asked me and my husband to help them move the bed. A side note had my husband not been available to help there was no way for the three of them to move the bed. We lifted the mattress to lighten the weight and in doing so, discovered that the delivery team who came with the bed a month earlier failed to assemble the frame properly and the only thing keeping the frame stable was the mattress. When the mattress was removed we found that only the top nut and bolt system on each corner of the frame was tightened. The bottom ones were simply put in place, with no washer, and not tightened. My husband went to ACE and retrieved said washer and spent a good hour reassembling the entire frame correctly. At this point, the solution given for the rug is a replacement. However, I have to sit with the odor coming from the existing rug for approximately a week or so. My husband and I are unable to lift the bed to get the rug out on our own as it took both of us and three delivery people to move it the first time. We are unable to sleep in the room and the smell is emitting to other parts of our home. While both the customer service agent, Beth, and the store manager, An, have been helpful, the company as a whole fails terribly. The employees are the only positive attributes I've encountered at S&L. Having held four businesses, one internationally, with my husband for 15+ years, I'm well aware this is not how you treat customers if you expect to get repeat business and referrals. The lack of attention to product detail and the absolutely disgusting condition of the products is a deal-breaker for me. Ironically, my other local orders from Hive and Ethan Allen came in on time, in impeccable condition, and reflect the quality expected from a semi-custom retailer. I also ordered full custom pieces through a former designer in Chicago who contracted with BLH in CA. Again, impeccable condition and white glove delivery was just that, the delivery team literally had on clean surgical gloves and put the piece in place without one blemish. As most of the furniture is light this was an exceptional customer service attribute from BLH. I will, however, endorse the bedding and pillows. I ordered several pieces of both and love them. They wash nicely and keep their shape, texture, and color. S&L was highly recommended by Palm Beach Lately which is a local sister team who runs the blog. Unfortunately what they portrayed in their posts is far from what I experienced. My recommendation is to look past the style and drill down on the quality. Many other design houses are able to replicate the look of S&L and some at a much better price point with better quality materials. Sincerely sad former S&L customer, Julianne read more

This place is ridiculous. It's a store, but you have to make an appointment to even go in... And they are closed Every Day from 12-1:00, so good luck! The prices are high but the quality of the furniture is not great; much of it seems smaller than it should be. The online product I ordered took 4 months to arrive and I had pretty much forgotten we'd even ordered it. We found something else in the meantime and the store won't take returns. Could they be any more annoying?! read more

The Palm Beach store sales representatives are rude and arrogant. Unlike the staff in their South Hampton and Newport Beach stores. I have purchased several items through various locations and PB store is awful. read more

This was one of the highlights of our year. Making an appointment with this store exceeded all of our expectations and more. Michelle was beyond wonderful and we were so grateful to be cared for by her after driving from St Augustine. Absolute incredible experience all the way around. So blessed. read more

Do not shop here. We bought a crib and glider for my son's nursery. Our glider was delayed weeks beyond its estimate and nothing was done. The delivery company they use is horrible and does not stick to their delivery windows or handle the furniture with care. The crib came damaged and had to be swapped. He's been sleeping in the new one for one month and it's already chipping. I let Serena and Lily know and they sent me a link to a furniture medic but said they would not cover the cost of it. I understand that delays are everywhere with furniture now but to not stand by the quality of your product is unacceptable. I will never buy anything from Serena and Lily. It's not worth the price point and the customer service is disgraceful! Furniture companies that have lower price points have customer service that is 10 times better (like Crate Kids for example). Such a waste of time and money and such a disappointment. read more

If I could give zero stars I would. I placed a very large order ( everything for a 2 bedroom condo) in the Palm Beach store. They lied to me over and over again about delivery turn around time. My salesperson forgot to place part of the order, delivered only a portion, ordered the wrong size bed, shipped half a 2k bed by mail when it should have been white glove delivery and I received a stained console. I still have the half bed in my condo they refunded the money but won't pick it up. Pretty much everything that could have gone wrong went wrong. They were slow to answer calls and emails and refused to give me a number for someone to speak with at corporate. They take your money and then hope you will give up expecting them to give you a straight answer. I have also heard of other people who are experiencing problems with Serena and Lily. I would not recommend the Palm beach store to anyone don't get sucked in by the pretty appearance. read more

Sincerely, the BEST company and location (Palm Beach!) to buy furniture from EVER. If you can - ask for Lori McInerney (although everyone on her team has been so helpful!!). She is an angel. We just moved to Florida from MN and had to furnish an empty house entirely. I felt so frustrated by the sales people at RH and Pottery Barn, who never followed-up and made me feel BAD if I didn't buy everything from them. When I met Lori at S&L for my initial appt- she was patient, understood my style and gave me many (but not too many) design options, and has helped me pick the PERFECT most gorgeous pieces for our new home. If you want an absolutely fabulous and stress-free time picking furniture - go here. The showroom is breathtaking and will make you swoon. Lori has always followed-up on any requests quickly and with a smile. Not to mention - Shipping has been SO fast on all items (where I am seeing MAJOR delays with other companies!). Thank you thank you!! I can't say enough!! I am a customer forever. read more