emmamason.comReviews of emmamason.com

The delivery date promised was not kept. They hire a third party delivery service called LE Logistics based in Virginia. They get the furniture from the manufacturer quick and then they hold onto it until it’s convenient for them to make their delivery. Stay away from both of these companies. Pay the little extra and get it from anybody else.

I ordered a piece of furniture in November of 2025. It was initially supposed to come in early spring. Spring became summer and summer became fall. I finally received a notice with an estimated delivery date of October 2026 only to have it pushed yet again to December. Each time, customer service blamed the manufacturer. I finally just cancelled the order. Ive now ordered the same piece from another online retailer and guess what? Its coming this week!!

If I could give Emma Mason 0 stars, I would. Horrible. Horrible. Horrible. Whatever you do, DO NOT order from this company. We ordered a nearly $2,000 desk for our new home and paid an additional $200 for their “Platinum White Glove” delivery service, which is supposed to include bringing the furniture into the room of your choice and assembling it. After waiting OVER A MONTH for the desk to arrive, the delivery company finally showed up — only to discover that the desk had already been fully assembled before delivery. Sounds convenient, right? Except there was one major problem: the fully assembled desk was too large to fit through the doorway of our brand-new home. I asked the delivery crew if they could simply disassemble it the absolute minimum amount necessary to get it through the door and into our office. They made calls to Emma Mason and were specifically told NO — they were not permitted to do that. I explained that we had literally paid an extra $200 for a service that was supposed to include assembling the desk inside our home. Had that happened as advertised, there wouldn’t have been a problem. Didn’t matter. After waiting more than a month, we were left standing there with a $2,000 desk that we couldn’t even get into our house. With no solution being offered, the delivery crew loaded it back onto the truck and I decided to return it. Then came the part that was absolutely unbelievable. I received a call from Nadir in Emma Mason’s “Resolution Department,” who informed me that because the desk wouldn’t fit into our home, they considered this “buyer’s remorse.” Their solution? They were going to charge us approximately $1,300 in restocking and shipping fees. On a roughly $2,000 desk, we were going to receive only about $600 back. Let that sink in. We WANTED the desk. We weren’t unhappy with it. We didn’t change our minds. This was NOT “buyer’s remorse.” The problem was that the desk arrived already assembled and wouldn’t fit through the doorway — and the delivery company was prohibited by Emma Mason from removing even the minimum necessary pieces to get it inside. When I told them that if those were truly our options, then just bring the desk back and we’d hire someone ourselves to partially disassemble it, we were told that would cost us ANOTHER $250. At that point, we’d had enough. The next day, we drove to the freight terminal ourselves, picked up the desk ourselves, brought it home ourselves, and hired an assembler ourselves. And here’s the best part: It took the assembler approximately 15 MINUTES to remove the top, get the desk into our office, and solve the entire problem. Fifteen minutes. That was all it would have taken for Emma Mason to turn this into a positive customer-service experience. Instead, their solution was to either take roughly $1,300 from us for a return or charge us another $250 to bring back a desk we’d already paid to have delivered with “Platinum White Glove” service. I can honestly say this was the worst customer-service experience I have ever had. There was seemingly ZERO effort to find a reasonable solution. ZERO concern for the fact that we wanted to keep the desk. ZERO consideration for the fact that we had already paid extra for white-glove delivery and assembly. Everything seemed to come down to one thing: another charge. So here’s my advice to anyone considering ordering from Emma Mason: STAY AWAY. A company shows you who they really are when something goes wrong. In our experience, Emma Mason had an incredibly easy opportunity to help a customer who had spent thousands of dollars with them — and instead chose policies and additional fees over basic customer service. We ultimately got the desk into our home despite Emma Mason, not because of them. I’ll be sharing my experience anywhere potential customers are looking for reviews because I sincerely wish I had known this before placing our order. Absolutely the worst.

Wouldn't even give it a one star Absolutely horrible customer service. Ordered furniture for my daughter's nursery. "White glove" delivery service added so she wouldn't have to worry about anything. Waited about three months before we finally got a delivery date. She took off work to take delivery. They canceled out of no where with no excuse no reason. Finally got a new date two weeks later and they were a no show. Would not order a frigging thing from them. I know I won't ever again.

After a good 2 months I have finally received my dining room set (table and chairs). What I did not realize is, that apparently not just order 6 chairs, but 12 as these came in a set of 2... When attempting to return or exchange the items I did not need and but in excess by mistake, this is what I received in response to the return: Here's the calculation provided by our accounting team, if returning the items to the manufacturer: "2ctns side chairs CH-380C-WOA-RT $432.74 Tax $28.67 Shipping & Handling -$99.99 Total 2 ctns. Chairs $361.42 Restocking Fee $129.82 Round Trip Shipping Fee $434.00 Total Cancellation Fee $563.82 Amount of Refund $0.00 You were getting free shipping for the whole order but shipping it back would cost you." All of the sudden now the "free shipping" was reversed and charged in addition to more shipping costs and a hefty restock fee, so I would end up paying to return these items, rather than receiving a refund! An exchange or me returning the items to their warehouse / showrooms was also not an offer despite requesting it! So if you order on there, be aware of not being able to return items or when doing so to pay on top! Next to it taking months to receive!

Great friendly people until you get to the resolution department. Just the fact that they have a "resolution" department is a red flag. I'd advise to steer clear of this company and I will not purchase from them again. I was bombarded with emails and texts. My emails say that if your items are damaged to take good pics and call them while the delivery people are still here. This is what I did and I was told not to worry and they would make it right. After the fact, I'm told that the text said I must refuse delivery and because I did not refuse delivery, they have limited options to help me. That text went to my spam folder, by the way, so I never got it. They could have told me to refuse it while the delivery people were still here and I was on the phone with them, but no, they chose to keep that detail to themselves until the next day. The email claims a small discount for damaged goods, it is most definitely small, less than 7.5% and not enough to pay someone to repair it. If you order, expect to wait two months and then refuse it for being damaged and then wait again. It wasn't even in boxes in the truck. This is a child's bed that has gouges in the wood that will cut skin while tucking in sheets and blankets. I ordered two items and both were damaged.

Worst company ever! Do not buy from them. I placed an order for 2 bookcases and paid for white glove delivery. A few days later they reach out to me saying they cannot deliver unless I now have a business address with a loading dock or I pay them more for delivery. What a scam!!! I cancelled the order and will purchase from a reputable company. Please beware.

Placed an order online. Was contacted the next day and informed they did not have the item I ordered. It would take 8-10 weeks for delivery to us. I was also informed the shipping charge paid at checkout was inaccurate. The standard home delivery is unavailable in our area through thier primary carrier. I would have to pay $450 MORE than I already paid to get the cabinet delivered. Complete waste of time.