Serena & Lily Pacific Palisades

Alexandra B in the Del Mar boutique delivered a truly exceptional experience of Ritz Carlton service paired with FedEx efficiiency. Kudos to Serena & Lilly for having such a gem on its team

Such great customer service and follow through. I love the quality of the furniture and the the colors. Every experience has been positive for all of the pieces I have purchased. And a special shout out to Brandon for all of his extra work & assistance with changes and selections.

I absolutely love this store! They have the most incredible customer service that goes above and beyond to take care of your design needs. The show room is to die for and I will forever be a loyal customer of Serena & Lily! Thank you for upholding the most prestigious company standards, it is a pleasure doing business with you!

long time customer of Serena and Lily and have spent a lot of money over the years at their stores. Every time I have gone in the store it has notably been with my children. When I ask questions about products it’s met with a brief lack of answer, and a response to basically go online and figure it out myself. They also yelled at my kids for actually sitting on the furniture… Citing that you’re not supposed to actually sit because it is for display only. They stood around and watched me look at stuff with an error of hope that I would soon leave and never offered to help only told me what I could not touch. It’s a shame because it’s a huge opportunity for them, but the least friendly and least helpful store in the Palisades.

Love their design skills. Beautiful furniture and great quality

Great store, knowledgeable helpful people, beautiful things

Be ware!!!!! This specific store kept charging my cc after they received full payment.

Great customer service from Carolyn!

I rarely write reviews, but I feel compelled to share my recent experience due to my disappointment. Just before the holidays, I contacted Serena & Lily customer service regarding defective outdoor couch covers. This is the second time the covers have allowed rain to seep through and damage my white outdoor cushions, which were a significant investment. All that I asked for were new cover's as The two couches (outdoor Serena and Lily white couches) can be cleaned and were very expensive as well. Customer service directed me to contact the store where I made the purchase, only to find that location had permanently closed. I then reached out to another store and was told they could not assist if customer service had already declined to help. I was repeatedly redirected without any resolution, which felt like a waste of time. Unfortunately, Serena & Lily did not stand behind their product or offer a viable solution, and the customer service representative was unhelpful and discourteous. As a result, I will not be purchasing from this company again.

Visiting their Pacific Palisades store. Nice and cozy coastal. Lots of great decor.

Such great customer service and follow through. I love the quality of the furniture and the the colors. Every experience has been positive for all of the pieces I have purchased. And a special shout out to Brandon for all of his extra work & assistance with changes and selections. If you are moving and need assistance with decorating, be certain to talk to the Serena & Lily design assistants.

I live in a state where there are no Serena and Lily stores. I was initially going to order my items from the catalog, but decided to make a design appointment at the beginning of our remodel to help me choose light fixtures. I am so glad I did. Leandra from the Palisades Serena and Lily store is the design advisor who contacted me for my appointment and she is amazing! She suggested different fixtures, keeping in mind the size and style of my home. The outcome was fabulous.Later when I needed to order counter stools and other items she again helped me make the best decisions for our home with her wonderful designer eye and attention to detail. Besides being a design professional, who knows her products,Leandra is the epitome of excellent customer service. She goes the extra mile, she listens and you know that the customer being satisfied is her ultimate goal. I also want to give a raving review for the quality of the items I purchased and how carefully the items were packed. Everything arrived in perfect condition and are very well made. The items are as beautiful in person as shown in the catalog and I love the end result.

In 2021 I believe I bought outdoor couch , living room couch , coffee table , chair , rug & couch for kitchen. Couch for patio is coming apart, couch in living room looks awful , coffee table is falling apart & rug needs the trash can ! Their delivery was even worse. This furniture cost me a fortune. 3 years later I'm replacing everything. Worst worst worst furniture ever! Don't buy from here.!!!

Came here tonight for an event - book signing with The Home Edit! So cool to meet with Clea & Joanna, they are very warm & nice. The store is full of nice decor & furniture, makes you want to buy them - although very expensive! I should visit their Newport Beach location sometime in the future.

I am knee-deep moving into my first house & stormed into Serena & Lily after a stressful week hoping to pick out the final pieces of my furniture hunt! I was immediately greeted by Brandon who somehow managed to get every last thing I needed within minutes, grabbing swatches for tables and upholstery and using his computer to show me all of my different options together so I could visualize and make decisions with ease! The entire staff was lovely and welcoming and even made my 100-lb lab feel at home. I have never had such a pleasant experience on a shopping mission and I am so excited for my new outdoor dining set/dresser/counter stools & mirror to arrive! I will definitely be recommending this location to all my friends & encourage anyone reading this review to go ASAP for the Spring sale!! 20% off EVERYTHING! Thank you Brandon for turning my week around and inspiring a positive humpday!

I have NEVER experienced the unbelievable rudeness and disrespect from customer service people and top managers at Serena & Lily, Pacific Palisades, in my entire life! I spent approx. $15,000 on custom made furniture, coffee table, bedroom bench and wallpapers. One piece of the custom furniture was defective and was delivered with a sharp piece of black plastic hanging down and the leg color of the wood was noticeably yellow - not at all like the color I had ordered. This piece of furniture was replaced and was delivered with the exact same issues! I called S&L with the delivery men still in my home and was told to keep the second piece and they would resolve the problem. My emails were unanswered for a week and then one of the top managers called me in a very rude, abrasive, condescending manner informing me that what I ordered was what I received and if I wanted to return it I would need to pay a 15% re-stocking fee! I informed this woman that I was very annoyed with the way I was being treated and essentially being blamed for a problem S&L created. She became even more obnoxious and abruptly hung up. The second piece of custom furniture also had issues with the wood finish and wrong color and I ended up spending more of my own money to refinish the wood to the color that was shown on-line. I was treated as if I had no right to complain about my defective pieces and that I had to live with what was delivered- like it or not! I have shopped at all of the higher end luxury stores - Arhaus, Restoration Hardware, Ralph Lauren and others and never have I ever been subjected to the level of disrespect and rudeness that I have received from Serena & Lily. I will NOT be spending another dime there!

I came to this location to return some items I had bought online, and upon arrival found out they cannot accept returns in store due to COVID-19. I had booked an appointment and apparently they had called me earlier in the day to let me know this but my phone was off. Regardless, when they informed that they couldn't take my packages, they offered to print off return labels for me and ended up fully packaging and labeling the boxes for me, making my UPS drop off easy. Thank you for going the extra step to turn what would have otherwise been an annoyance into an excellent customer service experience!

Dream come true from the very first moment I walked into Serena & Lily Pacific Palisades. The architecture of the building itself is stunning - white, light and airy, high beam ceiling, oak flooring, bright windows and that Dutch Door entrance - the perfect palette for this coastal vibe design shop. But it's the beautiful treasures inside - and the attentive, friendly staff - that truly make shopping here such a joy. I have worked with Brandon Enriquez for the entire process of renovating and refurbishing my classic beach bungalow. He has been a star from the beginning - listening to my vision and helping bring it to life. He kept notes, suggested specific pieces, stayed in touch regularly with sale and promotional updates, answered every phone call, email, text - always with a calm, focused manner and very friendly smile! From the wallpaper to the sconces (both indoor and out), to the rugs, the beds, the linens, vases, pillows, chairs, to the patio furniture - Brandon has guided me every step of the way and I could not be happier. LOVE this shopping experience - highly recommend!

I really love the catalog so much and unfortunately, there is only one person in this store that is nice and helpful. His name is Jose. Otherwise, I think the other people are not well informed to help especially in the "design area", so you just can go in and look but might be better to just order online. The customer service isn't good for returning items. They never answer the phone, so you need to use email and wait a few days for a response. You can't drop stuff off in the store for returns. I have ordered about 10 items - from carpets to pillows and 3 have shown up damaged (two lamp shades and a bench) and I had to return. The bench took forever!

I LOVE, LOVE, LOVE Serena & Lily, and this is a really beautiful store--far prettier than their big store in Chicago. It's so airy and light, and shows off their furniture and accessories perfectly. I'm madly in love with their wallpaper, and getting ready to order some for a bathroom remodel I'm doing, so it was nice to be able to come in and see it in person. They also have free samples of the wallpaper (vs. paying $5 to order the sample online).

Incredibly rude store. Came in with my young children to look and wanted to inquire about design services but the older sales woman made it clear that we were not welcome in their store. The first and only thing she said to me was a snide "be careful." I was shocked by the rudeness so I immediately told my husband that we weren't welcome there. Not sure if her issue is with children in general or mixed race families. She continued to glare at us as we walked out the door. Dumb move, we're in the middle of a major remodel and it's a lot of money that you just lost.

As a design source, Serena & Lilly is a great option. As a customer service oriented company, they lack so severely in tending to the client that they are not a great option - particularly the Pacific Palisades boutique. The staff and management are not detail oriented, send items to incorrect locations (despite their getting delivery addresses in writing / email / by phone), obtaining tracking info or setting up a return requires constant follow up by the client. Our most recent purchase was sent to the wrong location (again, they were given the address in writing and by phone). When asked to remedy the issue, no one called back. Had to follow up with the manager at the store who didn't call back, advise of action to fix the issue and do not respond to an email asking for assistance. Called their corp number and they were equally ineffective. Having a good product can only go so far. If customer service is poor (as is the case here), people will find alternative options.

Made an appointment, came in and bought 2 rugs after a really great consultation with Joseph Billings. Joseph had such a kind demeanor and made me and my two toddlers feel so comfortable. After discussing my ideas, he offered up some great suggestions that I ended up going with. It was such an easy and shockingly fun process with two kids! Ask for Joseph, he's the best!

Very poor customer service and overpriced!! Both the showroom and online customer service are terrible. They could care less about their customers. They never answer the phone or return emails. Pretty unimpressed for these prices.

Hi there - were at your store in the palisades and you're closed? Your hours on yelp, your site and google say you're open until 8. We drove all the way out here. No one is answering and gate is locked. Such a bummer. Three stars bc I love your products but yikes!