Serena Remote-Control Shades

Overall Customer Rating Review Policy

Rating
5 star
89%
33
4 star
0%
0
3 star
5%
2
2 star
3%
1
1 star
3%
1

Customer Reviews

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Jeffrey
June 17, 2018
Rating
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.
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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.
Willie
March 19, 2018
Rating
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.
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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.
Bret
February 7, 2018
Rating
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.
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DC
October 17, 2017
Rating
Plain
Now that I've ordered a whole house full, I don't like them. Customer service is really not that good either.
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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.
Phyllis
September 10, 2017
Rating
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.
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Ben
July 25, 2017
Rating
Fantastic with Home Automation
I use these shades all over my house and integrate them with Wink Hub and Alexa. They work flawlessly.
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Eric
July 8, 2017
Rating
Awesome addition to any home!
We love our Serena battery powered shades. We started off with one for our living room, as a test. With their 100% money back guarantee at the time, there was no risk for us. Our 8' x 5' shade was installed and operational within 15 minutes. It was so easy we decided to do 2 more for our French doors in the kitchen. Again, super impressed. As an AV integrator, these are some of the best I've come across anywhere!
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Scott
July 7, 2017
Rating
Great solutions! Easily installed. Operates perfectly.
I purchased three shades, mounted them myself, and added them to my Caseta smart home system. Spouse loves them! Everyone's happy.
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AMJAD
March 26, 2017
Rating
Excellent shades
Last year I bought 4 roller shades, these shades are good looking, work flawlessly with a remote and my Lutron App. I wish I could afford to buy for the whole house. Excellent customer service .
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Duane
July 21, 2016
Rating
I <3 my Serena Shades, wholehearted endorse
The entire order process was a pleasure. Taylor was friendly and knowledgeable. The shades arrived on schedule The design is lightweight, silent and elegant. The featureset is of HomeKit and Nest integration was the main reason for purchase and has not disappointed, in the slightest.. tho set up was a little tricky at first.

P.S. I only wish I knew that battery lifespan was almost 3 years or I may have selected that instead of plugin. or a design that supported either.
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