emmamason.comReviews of emmamason.com

We ordered a chifforobe for our new-born twins. It took over six months to arrive and when it did come, it was broken and had to be sent back. We then waited another five months for a replacement. We were told it had also received heavy damage. Communication is horrible as is Customer Service. Do not do business with this company.

Worst online buying experience I’ve ever had. I made a purchase for over $1500 in March 2025. In July they tried to deliver a broken piece of furniture. A new piece was finally scheduled to be delivered Dec.2nd so we waited at home all day & it never showed up. No phone call or explanation. On Dec. 16th after reaching out to the company on my own accord multiple times. I’m told the item set for delivery was also broken… They said I could have the extremely broken item for a discount or wait until April for an undamaged item. I ordered this for my newborn twins when I was 18 weeks pregnant and my twins are now 5 months old and still no furniture.. They really expect people to wait 13+ months on furniture. I ordered matching pieces that were delivered after 4-5 months so now my set is incomplete..

We have recently had a very disappointing experience with Emma Mason. Upon delivery of a very expensive piece of living room furniture, we noticed a large crack in the back of the item. We were not present at the time of delivery but identified and reported the issue upon discovery two days after delivery. We have received no cooperation from the company to replace the item, only a perfunctory minimal credit offer, which is completely unacceptable. We expected much more from an organization than is known to be reputable. In this case, they have fallen well short of our expectations. We strongly suggest steering clear of this group or risk experiencing the same fate. Entirely unacceptable customer service!

I placed an order on 11/27/25 and on 12/7/25, I was told I needed to pay an additional $220 for shipping because they lost their shipping partner. I explained that, as hard as that is for them, it is not the customer's problem. Followed up with a "manager" who said she would cancel the order if I didn't agree to pay the extra charges. Terrible customer service

Personally, I don’t think this site is trustworthy. I went to purchase a table for $350 and two bookshelves for $1,000 with $160 shipping. Glad I double checked before hitting submit because they changed the table price in my cart to over $700 and increased shipping to over $200. Sent in a chat to ask and they said the cost was never that low, but I have a screenshot and the link from sending it to my husband so I’m sure I didn’t just misread it.

Vincent, their annoying AI, keeps harassing me with repetitive emails. Meanwhile my order has not shipped after waiting weeks.

Beware of the customer service you are dealing with when purchasing from Emma Mason! I placed three different orders with them, totaling $5,400, in November, prior to Thanksgiving. I noticed that they dropped the price on two of the items at Thanksgiving, so asked if they would honor that price and refund me the difference. They refused to do so, even though none of the furniture had even been delivered yet! A good company would have honored their own price, especially for a customer that had spent a substantial amount of money with them- corporate greed at its best. Hoping the quality of the furniture is a lot better than the company itself.

I purchased 2 couches on 11/1/25 and the then company called me on 11/18 and said the couches were in, I took from 9-12 off on 11/25 and paid for the white glove delivery (full service) The day before they sent you a real map from the delivery company, at 11:30 I saw they were still 2 hours away so at that point I called the company and they stated they were an hour delayed. I waited an hour called again, they said they can’t get a hold of the driver, they called my husband at 3:45 pm and stated they didn’t have a 2nd guy to help bring my furniture to me and asked if they could come Wednesday 11/26 I had missed an entire day of work, so my husband told them it had to be by 8 am, it was 7:45 and I called and they got a hold of the driver, and they said they would be at my location by 8:30. It took the drivers almost 2 hours to bring 2 couches upstairs. They were already assembled. My husband then was late to work. Wednesday night we sat on our new couches, and my son had an allegric reaction, and we now have to get rid of them, I contacted Emma mason and they said round trip is $595 and restocking fee is 30% of purchase. So my refund would have been $300. What a rip off, they don’t care about their customers…