Serena & Lily Palm Beach — Local services in Palm Beach

Beautiful furniture, but this store has not so great customer service. I had an appt with a rep, she canceled my appt (w her) on my way there but put me with another sales rep, a total sweetheart. After making a large purchase, I followed through to ask about the color of the couch legs a few days later..(which I was never offered to choose at time of purchase), she told me she picked the color which she believed would be best and stated, "it did not matter because there will be fringe". But it did matter to me at this price level. I did ask if I could change it to what I preferred. She said all sales are final. I requested the leg color change within 3 days of placing my custom order, also a week before I recieved the email that the order was starting production. Just seemed a little unfair considering the amount of money I am spending and it was such a minor detail that I was prompt about requesting. I thought itd be a simple change, consider they didnt even start the production of the item yet. I wanted to redecorate my 2 livings room with Serena and Lily, but I dont feel they're very accommodating. It's unfortunate for both parties :(

Update Aug 9, 2023

The corporate office has reached out and are working on resolving the issue. Iam very thankful for Kylie K's help in customer care.

I suggest to order over the phone. They are very kind...

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...

Update to Review I left below in November 2022. I was contacted by a Senior VP at the company who saw my review and she apologized for the bad experience that we had at the PB store and asked what she could do to make things right for my client. She also said that they were going to implement changes at that store to improve customer experience. I have not had the opportunity to return to the store since then but I truly appreciated the follow up.

I am a member of S&L's trade program and have dealt with staff in their shops in several other locations without issue. The staff at the Palm Beach location was extremely rude, unhelpful and unaccommodating to me and my client, who has spent thousands of dollars with them. I will avoid this location at all costs...