Serenelife Recensioni 

I would not recommend buying from this company.

I placed my order over 20 days ago, and it still has not been dispatched. I was initially told that the parcel was waiting to be collected by DPD, but there has been no progress since then.

What is most disappointing is the complete lack of communication. Their phone line is unreachable, and despite sending multiple follow-up emails, I have received no response.

I’ve also noticed that other customers who ordered around the same time have already received their items, yet no one has been able to explain why my order has been left unresolved.

If the item was out of stock, I would have appreciated an honest update or a refund so I could purchase it elsewhere. Instead, I’ve been left waiting with no information.

I am now forced to contact my bank to dispute the transaction. Very disappointing experience.

Ordered 3 AC units on July 3rd. Weeks of radio silence followed, with generic we’re busy, appreciate your patience replies. Meanwhile, looking at other reviews and forums, people who ordered after me were getting their deliveries.

When they finally replied, they blamed the courier for "losing" three large air conditioner units, though I suspect they were never even sent. When I told them I’d rather wait than get a refund, they completely ignored my email and forced a refund through anyway.

They don't care about their customers, they can't manage their stock, and their communication is shocking.

A complete waste of time.

Ordered a 9,000 BTU portable air conitioner on Saturday 4th. I immediately got the DPD tracking everyone is complaining about "we're waiting to receive your parcel". Looked a bit fishy, it didn't update for 3 days, and I read the poor reviews on here. I wasn't worried though, I got it on Klarna pay-in-3. Figured I was covered by Klarna, so I thought I would wait to see what happens.

Then DPD did update the tracking, and I received it on Friday 10th, 6 days after ordering.

The unit was brand new and undamaged, in all the original packaging.

The manufacturer sent me a 10,000 BTU model, when I only ordered the 9,000, which I got on a massive discount for £170.00 (wondering if I received someone else's A/C that they cancelled due thinking it's a scam and not waiting!!).

19/07/2026:
I've been using this air con for over a week now. It's awesome. I have the exhaust hose rigged up to an air vent on our living room wall. It drops the temperature of our living room by about 6-7 degrees C within about 10-15 minutes, but during that time it also blasts ice cold air across the room, so it feels colder instantly. I have an open plan living room with the stairs to upstairs right inside the living room - no way to seal off those stairs, so it would get colder if this unit was placed inside a sealed room.

I did try it in our bedroom, and the room got VERY cold very quickly, during the 30 degree C heatwave. I didn't even use the window kit (it won't fit our window), I just chucked the hose far outside our bedroom window and pulled the curtains closed around it.

It's also not that loud - I've seen people complaining that its louder than a hoover / vacuum cleaner. It isn't, it doesn't have that vacuum jet engine sound. It's more of like a large fan sound, like a deep "whoosh", the sound of blowing air, with a low hum that sounds a bit like a fridge-freezer working. I was sleeping right next to it on the sofa for days with no problem.

It has a sleep timer, so I have been setting it to continue cooling for 1 hour while I fall asleep, then it automatically turns itself off.

It has a night mode which significantly reduces the fan noise.

The only downsides:

The unit is very heavy, and you have to try and keep it completely upright because of the refrigerant gases, so carrying it up and down the stairs isn't great, it's very hard to carry, but it does have some little grooves on the sides near the top to get your fingers into, to lift it up. But it is SO heavy. It does come with wheels though.

The castor wheels do not come off. I wanted to place the unit higher up, on top of a cabinet, so the hose would reach an air vent on our wall, but those wheels don't come off. So I've had to fashion a little barrier on the cabinet to ensure it doesn't roll off.

I put an order through for an air con unit and received the confirmation email with my order number. My money was ear marked and pending as with all transactions. The next day I received an email from Serenelife cancelling my order, advising they didn't have enough units to fulfil orders and advised I would be issued a refund. At this stage, my money was still pending, so I would have expected it to fall from pending and go back into my account. Instead, 2 days later they took the funds, despite cancelling my order!

My bank has assured me they will get my money back, but in the meantime, I wanted to flag, give this company a wide birth!!

I ordered directly from the supplier as amazon were out of stock. I kept my eyes on the website as it suggested more stock was due. I ordered last Friday and like other people had a DPD label notification but no actual shipment. Further investigation on serenelife made me concerned but I had the backup of section 75 recovery so decided to wait a week or so.
Suddenly this morning (Friday) I had a notification from DPD saying it was delivering in an hour, so 5 working days!
It arrived in perfect, unopened condition. After settling time, I powered it up, venting as required with the supplied window kit. In 20 minutes the midsized room was 2 degrees cooler.
I only dropped one star because they could have notified me that they were delayed.
I'm genuinely happy this went better than it could have.

Adding a review to help redress the balance. I experienced the same time delay between the DPD order being placed and the delivery status being updated, so I too contacted my card company. However, my air conditioner did arrive and is working, so I am happy.

I have edited my review from the 1 star because it finally arrived today but can not score more than 3 simply because there is zero customer service or contact....or reply at all. Phone, email or live chat.

Also for some reason this 9k btu is not as cold as my 7k btu serenelife model...the more fancier looking one with screen on remote.

And this 9k goes down to 16 compared to 18 of my other.

But for the price more so with the pricing thats being happening it will do

But the customer service is zero and my stress level is high

Update* - ordered 27th of June, as if today 12th July, had a generic copy/paste response stating it would be sent shortly, that was nearly a week ago now and still nothing. Thankfully my bank and Klarna are investing this and have refunded me whilst they look into this fraudulent company, I notice since the 100% negative genuine reviews a lot of 5 stars have appeared out of no where getting their AC units within 2-3 days. I'd suspect the scamming website using bots to fool more people. Stay vigilant and I still repeat, do NOT order from this website they will rob you and never reply with anything but a copied generic phrase.

Unfortunately another victim of this disgusting scam website.

Purchased from what appeared to be a legitimate website however there's a completely different support email when you click on "contact us" which they also do not respond to. The support number is a redirected automated message saying to leave a message which they will not reply to also.

All air conditioners have been wiped from the website.

This has been reported to the bank as a fraud/scam and hoping one looks into the many people also falling for these vile people's scam will be resolved quickly.

DO NOT BUY FROM THIS WEBSITE

Edit: 8 July
Both air conditioners arrived. I did check with the USA SerenLife website to see if the UK was legitimate and they confirmed it IS official, so that was reassuring - but the lack of any response from customer service is very concerning - especially as one of the air conditioners appears to have been damaged in transit. One of the boxes was damaged when it arrived, and after removing the packaging, there's a big dent in the front of the aircon unit where the damage is on the box, and one of the flat window slider kit pieces is damaged too - split and bent. That part should still work, though as long as I don't need to extend the slider too far.

Will just need to check the aircon unit itself works.
Glad they've arrived - disappointed one is damaged on delivery but that's probably been done in transit.

I'm hoping both units work properly with no internal damage, because I'm worried about having no response from customer service if the one unit is damaged.

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Ordered a portrable air conditioning unit on 25 June. Website listed it as in stock, with 3-8 day shipping.
Item still hasn't been shipped as of 6 July - despite DPD Tracking info being provided on 25 June, but item hasn't been passed to DPD yet.
My wife ordered an identical one, same day and after not receiving it on time contacted them via their website. I've also emailed, asking for an ETA (I appreciate it's a busy time for aircon units) but neither of us have had any reply.
The model we ordered went up by about £70 the day after we ordered it, and was then removed from their website.
Now ALL units have been removed from their website, but still no news about the ones we ordered.
Credit card has also been charged, straight away.

I could understand supply issues but these were listed as "in stock", and the lack of response to emails is very concerning.

Will adjust review if/when we receive item and/or reply.