Hours
| Friday | 7AM–5:30PM |
| Saturday | 8AM–4PM |
| Sunday | 8AM–4PM |
| Monday | 7AM–5:30PM |
| Tuesday | 7AM–5:30PM |
| Wednesday | 7AM–5:30PM |
| Thursday | 7AM–5:30PM |
Address and Contact Information
Address: 10 Liberty Ship Way, Sausalito, CA 94965 Phone: (866) 597-2742 Website: http://www.serenaandlily.com/
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Review Summary
Michael Hills
Horrible customer service. Original order was never sent until I inquired 10 days later. Futile attempts to contact customer service by phone and email. They were even stupid enough to send a form email response that it takes 10 days to respond to an email. After I returned the items for a refund I had to contact FedEx and PayPal to get them to issue the refund. It took them 8 days after they received the return to issue the refund, but only after I opened a case with PayPal. Would never do business with this company again.
Leila
A week ago I ordered an anniversary present for my husband. It was just a robe nothing big or costly to ship. I tell them in a separate email that it is a gift and can it please go out ASAP to make it here in 8 days. No response. No email saying it went out. So I called after the long weekend, six days after ordering. She unapologetically says hasn’t gone out. I said please can you ship it out today, I need it it’s been days. No not today. It will go out tomorrow. If you want to have it sent two day another $25 dollars on top of what I already paid for shipping. Unfair. They have been sitting on the order for days and already overcharging for shipping, so I said no just send tomorrow. She said you will get an email confirming it shipped. Yesterday no email so I call again, “no it didn’t go out and it won’t until we get to it, we are very behind and aren’t a big company like Pottery Barn that ship things out fast. We are very small! And Fed Ex is not allowing expedited shipping. Really I was offered that option two days ago by another rep. Well I don’t know why. Not an option. A complete lie, I know from other Fed Ex deliveries even with COVID they are doing two day. Then she goes to the old blame the customer and says hasn’t been processed or sent because there was a problem with my credit card and it got figured out yesterday!! Excuse me!!! If there was a problem with my credit card the order would not have gone through or they would have had to contact me. Am I supposed to believe that?? When I explained there was no problem with my credit card and I have had it for years she just starts talking over me, saying they use different technology that doesn’t process credit cards the way others do!! You have got to be kidding me. Says you are looking for expedited shipping and you can’t have it. I said no actually I placed the order over a week ago and have no idea why you haven’t managed to ship it, especially when it weighs about 1 pound and I told you it’s for a special occasion! Says so do you want to cancel? I said yes. I would suggest you stay away from this overpriced, unhelpful, disorganized, inefficient company. And they have prevented reviews in their FB Page and everyplace else they possibly can. And for good reason. Suppression of the truth. To keep up the hokey phony act! The only place you can find related to them directly is if they have a Google Page for address otherwise….
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Good