Serena & Lily Hamptons — Local services in Town of East Hampton

My experience with Robin is what lead to the score. I’m passionate about customer service. She was in a position to turn a mishap (incorrect color chairs were delivered) into a positive outcome. Instead, the conversation escalated. Instead of owning the mistake on behalf of her company and making it right with a simple credit for all shipping costs incurred due to the hassle and inconvenience associated with the error, she told me she didn’t want my business (and subsequently any referrals). The only thing she said she would do is credit my original shipment in full and I’m still waiting after one month for that to happen. Disappointing outcome considering I had a pleasant experience with her staff until then. Best of luck out there. There are always two sides to a story but it boils down to customer value. You get it or you don’t. Let’s lower the...

We ordered an upholstered bed from the East Hampton, NY store. After waiting nearly 6 months for the bed to be manufactured, we got a call to schedule delivery. Unfortunately, the bed was in Florida ready to be delivered to our billing address as opposed to the NYC we had indicated. Sadly, I called several times to confirm that the bed was going to the NYC address, and still, Serena and Lily managed to ship it to Florida. The shop’s products are very pretty, but between the time it takes for something to be made and their bungling sales associates, I will go elsewhere in the future for my furniture needs. By the way, the bungling sales associate is Robin, who failed to take responsibility for...

This is a really well done store. If you like the catalogue you should definitely come here to see their products come to life in a beautiful environment. I love shopping here and always find something nice. The merchandising is great and the prices are reasonable. The products are perfect for the Hamptons and the staff is always helpful. The rugs are a step above the usual sisal and the linens are really nice. I love their furniture too, the art is very cheerful and you can find things for reasonable prices, and the accessories are really nice. It's a great place to shop for house gifts and...