emmamason.comReviews of emmamason.com

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…

We ordered two shelf units in Linen White two months ago. They finally got delivered today, and they are a sage green, not anywhere close to linen white. We ordered the shelves with white glove delivery, because we were told we could reject the product for any reason. Upon delivery we rejected the shelves due to the color, and were told we would have to pay for the delivery and a restocking fee. Be forewarned - if you don't like what you get, you'll pay for it with Emma Mason!

Would not provide a deliver date for over 30 days. Then they informed me I'd have to pay an additional $250 for shipping. Then they canceled the order once a delivery date was scheduled. Refunded the cost of the item but not the additional $250 for shipping. Customer service has been awful.

Charge $250 to ship 1 light fixture

Don’t purchase anything from this company!! We purchased a piece of furniture. The furniture was delivered at 10pm. Upon checking it we found the drawers to be defective. The delivery team stated they could take it back. We agreed an no video was required and no papers signed. Emma Mason was contacted. We were informed that there would be a return charge (delivery and restocking fee of 70%!!!!) We asked them to contact the furniture manufacturer and request a replacement, or a full refund. They refused. We contacted our credit card company and they challenged them as well. EM stated it was in their policy and no further action would be taken. So for a delivered defective product that we only saw in person at 10 pm we got a 30 % refund on the purchase. Multiple personal conversations with their customer service department was only met with one lame excuse after another. This company knows we can take legal action or report them to the Federal Trade Commission. This doesn’t intimidate them. They are running a modified scam operation and all reading this needs to take note

Don’t buy from Emma Mason. I had a terrible experience with this company. First order I placed for two chairs was not filled because the chairs were discontinued even though they were “in stock” online. I ordered a second set of chairs only to be told days later that they could not deliver to my area unless I was willing to pay $200 more for delivery (in addition to the $100 I was already paying). Awful service and inaccurate information when placing orders.

Update 9/30: after waiting excitedly for weeks, I discovered that the pictures/descriptions/titles on web pages are not necessarily indicative of an actual item. I was so disappointed to receive something other than what I saw on the site. ‘Kick rocks; you should’ve known’ that it wasn’t really a desk even though the word is definitely used in the description and that’s definitely how it is portrayed in the pictures. The item I ordered is not accurately represented and I got something I wouldn’t have purchased at all. LESS THAN ZERO FOR CUSTOMER SERVICE.