emmamason.comReviews of emmamason.com

I purchased 2 bookcases and a combo file cabinet for right at $3000. After waiting 49 days to receive my furninture, ALL THREE PIECES came in with scratches and damages. They offered me $100 and refuse to do more about it. I am very dissappointed.

My experience with Emma Mason has been outrageous. My order was never delivered within the promised timeframe or within the 30-day period required under federal law. I was not given proper notice of delay or the option to cancel for a full refund. I gave them additional time in good faith, and the order still went unfulfilled. Not just one representative — but leadership and multiple team members — ignored my repeated messages. Instead of taking responsibility, they hid behind internal policies and tried to impose massive cancellation fees after failing to deliver. In my opinion, this feels like a scam. I paid thousands for merchandise I never received and was met with silence and policy excuses instead of accountability. I asked for a full refund and a simple apology. I was ignored. Buyers beware.

What follows is a cautionary tale. 2 men arrived to fix the nicks and dents of the furniture received. I was there in the room with them. They seemed like descent people. I expect they would be if Emma Mason hired them to come into my home. Everything was on the dresser as usual, including my jewelry. I had to leave for work and called my husband to come back home since he works close by. I didn't move anything from the dresser because it would have been offensive with them already in the room. I left, and my husband arrived a few minutes later. Two days later, I went to put on a ring I had for about 30 years, and it was gone. I wore it on Thanksgiving 11/27/25, they came on 12/5/25, and two days after, I discovered the ring was gone. I ripped the house apart from top to bottom, because I simply couldn't believe the ring was gone. I checked the Ring camera from 11/27/25 to 12/5/25, and they were the only new people to enter the house. The delivery company and Emma Mason have played crazy, but this is not something I need to make up. I was very disappointed with the way they handled the situation. They did nothing and offered nothing to even try to make a bad situation better. My initial contact with Emma Mason was fantastic. We thought we had found a company we could use in the future. The guy that helped me with the order was great, and there was lots of contact while the furniture was on its way to South Florida. Unfortunately, it took longer than they promised, but it ultimately arrived. Scheduling the delivery took some work, but at least they seem to have a system, and the bedroom furniture arrived. It was Good for the price, but it had some nicks, etc. It took a while to get someone to come out and fix them, but they also have a system for that. But as you read, what happened with that has left a very bad taste in our mouths. We have moved several times; we just moved back into our home after a major renovation; we have had people working in our home too many times to count; and we have never had a single thing stolen. Had this not happened and/or had it been handled differently, we would have been happy to do business with them again. But never again. Be careful.

The delivery company Emma Mason chooses to partner with is totally unreliable. I took a day off work to accept the sofa and love seat I ordered and at ten that morning, they called and said they had pushed it back a day. Then, I waited a SECOND day and it never showed. Finally it arrived after a THIRD attempt, but with a scratched leg. EM finally offered me $300 in compensation , but only after weeks of arguing with them. I hope you have a better experience if you decide to use this company!

I received the incorrect furniture item. I opened the packaging only to verify the contents and immediately contacted the company once I realized their mistake. The item was taken away right after. Despite this being their error, I was told I would have to pay 30% plus shipping both ways because the item was now considered “used.” Opening packaging to identify a shipping mistake does not make an item used. Very disappointing customer service and lack of accountability. Buyers should be cautious. It is a very underhanded approach

placed my original order on July 4, 2025, and my credit card was charged immediately for the full amount of $1,765. After waiting three months, I was told in October that the manufacturer was still waiting on components and my order was delayed. Instead of refunding me at that point, customer support persuaded me to place a new order on October 9, promising they would “speed it up” and offering a delivery upgrade to keep my business. I trusted them and agreed. That promise was not honored. I received repeated automated notifications pushing the delivery date further and further out—eventually to February 2026. Then, on January 8, 2026, more than six months after they took my payment, I was informed that the manufacturer had discontinued the product. The order was cancelled and a refund was issued. This company held my money for over half a year, made assurances they couldn’t keep, and ultimately delivered nothing. After six months, I was left with no furniture and a lot of wasted time. I would strongly recommend avoiding this company.

They won't back up the products they sell. If it breaks after a couple days they'll blame you and offer you nothing in return.

Seemed like a scam. Multiple emails and texts confirming I still wanted the furniture, then a week after the purchase tried to charge $450 more for shipping. Price gouging, cancelled without good cause, terrible company.