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March 2024 by Debbie S.
As I read other reviews of people sitting around and not wanting to help, I can completely say that that was my experience at the Chestnut Hill store. i originally went into the Summit NJ store and was wowed by their personnel (I will write a separate review on them), however I came from NJ to see a piece of furniture in the store in Chestnut Hill, and they were informed. I went in the store, people looked put out. I explained who sent me and that once before we wanted to get in and the door was locked and it was by appointment only. I asked for some measurements on the table, the sales person handed me the measuring tape to measure myself. They just literally, for a high end furniture place, did not seem to care.
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August 2023 by Rizer Fusion Dude
It's very roomy and it's quiet right here and the neighbors are very normal and relaxing!
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July 2023 by Eleazar Mora
Very nice furniture and style. Friendly staff
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June 2023 by Symagada
Gorgeous furniture
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April 2023 by La L.
I would never buy anything from this brand. I am actively looking to buy new living room and dining room furniture with a decent budget to spend. There were literally 4 people sitting around when I walked in the store. Not a single one got out of their seats to ask me if I needed help. The only woman who greeted me was working with another customer. So I basically walked out after being ignored for 5 minutes. They had some decent looking pieces but I will never spend money with a company where the service is poor. It speaks to the quality of the culture and that generally also has an impact of the quality of the product too.
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March 2023 by Diana Vivaldi
Ordered samples and it’s been 2 weeks that they haven’t even shipped it, says processing. Got all orders from other companies already. For their prices - could have been more efficient! Guess their loss since I’m remaking a huge bathroom and kitchen and now will be going with someone else.
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May 2022 by Ginette Gindi
You will never get your item it will be delayed and delayed you will not be able to find out when your item is coming they lie and tell you it’s coming within the week and never shows up do not order from here!!!!!!!!!!! customer service is rude!!!!!!! WORST PLACE EVER!!! Do your self a favor and shop somewhere else
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March 2022 by Jill K.
I just completed a large design project and love all the products I purchased with Serena & Lily in Summit. The store is fabulous and the designers are very friendly and helpful. I had several appointments with Jennifer and appreciated her patience, advice, management of orders and follow -through. I made appointments both by phone and using the website as did my client . The store arranged a return of extra wallpaper without an issue and when one of a pair of upholstered chairs was lost in transit the company did not skip a beat in expediting a replacement - they are gorgeous!! I look forward to working with the Summit design team on future projects!
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February 2022 by Phoebe DeFries
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 the hell away.
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February 2022 by Adam Kant
I came in with my wife today. If I could give their customer service a zero I would!!! Completely unwelcoming and very judgmental. Having just bought our cape cod house on the water in Rumson, NJ, my wife and I were excited to shop here. They forgot our 4pm appointment for today, we had to remind them, then the woman who “greeted” us made us where a mask even though the sign says it’s recommended not mandated…it’s 12 degrees outside and made sure not to unlock the door till i found my mask…Furthermore she was just a witch with a B the entire time. Will try to source elsewhere. Or buy online to make sure Summit, NJ doesn’t receive any profits from us.
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January 2022 by Anastasia Artymenko
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 in the future.
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November 2021 by Z T.
Really disappointed in my experience today. I had an appointment. I approached the locked door and stood there and waived. The associate looked at me and ignored me and walked away with a customer. There were 4 associates in the store and 1 customer. I also tried calling while standing outside and no one picked up. Once they finally opened the door, and I explained my frustration, there was no apology or acknowledgment of the bad experience. I will be calling corporate on Monday. Maybe they can provide sales training 101 to the associates.
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June 2021 by K H
I have never felt less appreciated by a company for my business. I actually felt disdain that i dared to give them my business. I returned the barcart two weeks ago since it never arrived, and still have not received a refund. It’s truly the worst company I have ever dealt with.
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May 2021 by Meg L
Be aware that an appointment is needed to enter the store. The schools have re-opened, restaurants are back at 100% capacity, vaccines are widely available... but Serena & Lily only allows one client in at a time. There are ways to enforce corporate policy without alienating and offending your customers, but these neurotic women have no concept of customer service.This was my worst shopping experience in a long while. I will not be returning. I purchased the lamps I wanted at a small store (Regina Andrews and Ro Sham Beaux are sold by many other retailers) later the same day. I will never be back.
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May 2021 by Meghan L.
Attempted to purchase lamps today....Restaurants are open at 100%. Schools are back in session....but Serena and Lily is open by appointment only. After three phone calls and fifteen minutes standing on the sidewalk (after a 45 minute trip to get there), the ladies agreed to let us stand in the lobby because "the other lovely lady was good enough to make an appointment and we are committed to keeping her safe". Give me a break. One customer in your store at at time? If it's lighting you're looking for, lots of retailers sell Regina Andrews and Ro Sham Beaux. I left, deeply offended at the way we were spoken to and uncomfortable to be treated like COVID patient zero. I purchased my lighting in person today at a smaller store where my business was appreciated. Rude. Neurotic. No customer service skills whatsoever. Good luck.
