Serena & Lily Summit — Local services in Summit

If I could give a 0 star review, I would. I ordered a chandelier in October 2021. I was super excited to receive the item till I opened the box and found it broken (not a big deal since I can return or receive a replacement). I spoke to a representative to get an exchange (which took about 2 weeks of going back to back emails, Serena & Lily taking 3 days to answer me back each time). But then after 2 weeks of frustration of trying to get an exchange I just wanted my money back. The hassle to return something here is ridiculous. At first I spoke to customer service on the phone since emailing was taking so long. Of many red flags in this horrible customer service, I could barely hear the representative due to the loud background noises. Me screaming at my phone so the women can hear me, she agreed to send me an email confirming my return and how it would take 2-3 weeks for them to pick it up. Waiting after a month, I expected a phone call or a follow up email regarding to the return. Nothing. Then up till December 18, 2021 they called me regarding the damaged item pickup. As I called back and spoke to another women in a loud scene, turns out my return was never filed or documented prior in November when I spoke to them on phone and email. Now I have to wait possibly another month to get rid of this chandelier. For one chandelier, I have waited 3 months for something to happen with regarding getting my $1500 back. So in short, for a "high end retailer", customer service is AWFUL, not helpful and stress causing. Hope they figure it out to receive better reviews...

This has been the single handedly worst experience I have ever had with a retail or furniture store. I ordered several thousand dollars worth of chairs for a client A YEAR AGO. We had everything set up to be shipped to her FL house for move in weekend with lots of prior notice, we got to FL... no chairs. The delivery service claimed they called me to reschedule.. no call/voicemail. My client had to come back TWICE to FL for promised deliveries.. and once we assumed everything was there, we unpacked it to see that they sent us incorrect chairs.. and NIGHSTANDS instead of chairs?! I can go on. S+L also said they'd pick up the incorrect items... it took about 6 months to do and my client had to pay rental fees to a storage warehouse the whole time because of it. We are now a year later and I still have not received the whole order. Laure is probably the worst customer service person I have ever had to deal with. She would not get back to me, could not give me straight answers and is it clear she has no idea what she is doing. I went above her to corporate because at this point this company is stealing money for a year if they won't give us the product. Corporate posed as being helpful and pacifying the situation. Said they would reimburse the numerous flights my client had to go on on behalf of S+L as well as make sure we got our whole order. I last heard from them in JULY. They are now ignoring my emails, we never got the promised check and we still do not have a chair. Worst retail furniture store out there.. stay...

My husband and I highly recommend Serena & Lily Summit Design Shop. We have been working primarily with Kathleen Herring, a Design Advisor, and with the additional help of Bob Carroll who helps coordinates orders (and more) and the Store Manager Charissa. However, all the design advisors jump in and help each other with the client's satisfaction as their top priority They have helped us create and furnish our dream house in Florida. We came to them in September 2022 when we first initiated a build. Given the pandemic, it came with some challenges but they made it seamless and perfect. I trust their judgment implicitly. They go above and beyond to make the entire experience so pleasant and exciting! We are on round 2 as we continue to furnish additional rooms and add lighting, decor, rugs, pillows and accents. I'm so grateful to them all and highly suggest you visit the Shop soon! It's...