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Serena Remote-Control Shades
Overall Customer Rating Review Policy
| Rating | ||
|---|---|---|
| 5 star | 35 | |
| 4 star | 0 | |
| 3 star | 3 | |
| 2 star | 1 | |
| 1 star | 1 | |
Customer Reviews
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Good shades, way too expensive
I don't have many complaints about the shades. Everything works well to include using the remote and setting up the smartbridge. But, at the costs these run, I wish I would have explored other options. Just looking at prices today, am 83 inch shade with the basic material and design is $540... drop that down to a 54 inch shade, it's still $520 per shade. If you want to get different material or colors beyond the basics, the prices explode. Overall, the shades are good, but my honest opinion is I regret buying them and wish I had explored other options that are more reasonable with costs. (now I'm stuck deciding to get more, or go to a different maker and/or setup and having them not match in my house.)
Response from Serena:
Thank you for your review and your honest feedback about the quality and pricing of the shades you have purchased. Serena shades are competitively priced for the premium quality, fashion, automation and smart home features they offer. Our pricing allows Lutron to maintain high standards and industry leading technology, which includes the ability to seamlessly integrate with Lutron’s Caséta system. If there is anything we can help you with, please reach out to us at 855-573-7362 or info@serenashades.com. We appreciate your business.
The Serena Shades Specialist Team
Info@serenashades.com
www.SerenaShades.com
855-573-7362
Works great, wonderful customer service
I started converting all the blinds in my house to Serena battery powered shades back in 2015, and I'm just finishing up the last one (13 all together). All have worked fine with no issues. The software is relatively easy to use to schedule events. I accidentally ordered a shade in the wrong size, and Serena allowed me to exchange it at no cost (an expensive proposition for them, I'm sure). Wow! :-)
Very good product
We installed 5 Serena Shades so far. These blinds are great products, but they are not cheap. We would like to do the rest of our house, but might go the Ikea or Hunter-Douglas route unless Lutron has a sale soon. That would definitely be incentive to finish with Serena Shades. The room darkening ones work great and the light filtering are perfect for letting in natural light with great privacy. Overall, I'd purchase again, but only on sale.
Response from Serena:
Dear 63GBPackerfan,Thank you for your enthusiastic endorsement of Serena shades. Our shades are competitively priced for the premium qualities you’ve described, as well as the fashion, automation and smart home features they offer homeowners like yourself. Our pricing allows Lutron to maintain the high standards and industry leading technology that make us a superior choice for your home. We appreciate your business and your positive words about our products and hope to count you as one of our many returning customers.
The Serena Shades Team at Lutron
Very pleased
I ordered shades and put them up in January. Definitely a 2 person job but very do-able. Six months later I had issues with one out of 5. Serena was amazing with dealing with this and really stood behind their product. Highly recommend
Worked well for five years
It's been a roller coaster ride. The first shade we received (December 2012) was returned due to a manufacturing defect. The replacement shade has worked for almost exactly 5 years. When it stopped working I figured it was due to the batteries. I just replaced all six D batteries, and am receiving the same fault code (three pairs of alternating red-green flashes). I pulled the batteries and checked both voltage (1.58V on average) and milliamps (178mA on average -- a bit lower than the nominal 200mA, but definitely serviceable). Unfortunately, that leads me to believe the motors have started to fail. Considering the cost of the blind and its location (in the foyer over the front door with the top height of 18 feet), replacing this will be difficult at best. I would expect better lifespan from a Lutron product.
Response from Serena:
When our customers have this type of experience we work with them to troubleshoot and correct the issue and replace the item when necessary. In this case our support team contacted the customer to apologize for the issues he had and discuss his concerns. We determined a replacement shade was needed and processed an order for a new shade. We also sent him a return label to ship the problem shade back in order that our engineers can analyze the root cause and prevent it in the future. We are pleased to say that we have since confirmed that Jeffrey received and installed his replacement and is very happy with his new shade.
First impressions, 6 honeycombs
Look and work great new but I question the long term durability (motors, shaft and nylon strings). 5 years is not long for this investment. 5 star shipping packaging, don’t think the could be damages. 1 star made in Mexico, I wouldn’t have purchased knowing they weren’t Made in USA. smooth operation. I’d like to see a top down, bottom up option and an option to order future DIY shade changes. Colors styles change. Overall I’m satisified now. Love bedroom blackouts.
Response from Serena:
Thank you for reviewing your Serena Shades purchase on our website. We are pleased that you took the time to let our potential customers know your thoughts about your purchases of 6 battery powered honeycomb shades for your home and we value your opinions. All of our facilities are Lutron owned and operated and all shades are end of line tested with the same quality standards wherever our manufacturing facilities are located. We pride ourselves in the quality and long life of our products and are proud to build everything we sell with a life expectancy greater than 10 years. Lutron’s products and window systems are sold around the world and we have offices throughout North America and Europe.
Exceptional customer service
I purchased 4 of these blinds in early June of last year - I had a couple of problems which were quickly addressed and resolved by Rachel. I always knew that customer satisfaction was her priority (and it made a huge difference). She deserves a bonus for being patient and responsive to my requests!
Based on that, I will be buying more blinds in the near term - they are a premium product, but the service makes it worthwhile.
Finally, the blinds themselves are side by side in my office, so operating in sync with each other is important. After 6 months+ of daily use (multiple times a day), they are still working well.
Based on that, I will be buying more blinds in the near term - they are a premium product, but the service makes it worthwhile.
Finally, the blinds themselves are side by side in my office, so operating in sync with each other is important. After 6 months+ of daily use (multiple times a day), they are still working well.
Plain
Now that I've ordered a whole house full, I don't like them. Customer service is really not that good either.
Response from Serena:
This customer's Serena shades were not purchased from our website. He received a shade in the wrong size and was frustrated by the lack of response he received when he asked for a replacement. We reached out to him when we received this review to clarify his comment about a customer service issue. We apologized for the difficulties he experienced and we replaced the shade in the correct size. We consider all customers who buy Serena to be our #1 priority and appreciate that he submitted his negative feedback and gave us a chance to assist him.
too Plain and too Expensive
The battery operation works well and install was easy enough. BUT, for the expense, they don't look classy at all. They look the same as the previous one that cost 1/10 as much purchased from the local home improvement store which uses cord to open/close. However, I will most likely purchase another one because I need the motorized battery operation since the shade is operated twice daily and the cords can't take that much. I wish there was a motorized plantation blind that was available as they are very nice looking. It is simply too expensive for what it is.