emmamason.comReviews of emmamason.com

I ordered a desk about two and a half months ago. The delivery date was set and I waited all day at home for the desk to arrive. I moved my current desk out of my office to make room for the delivery. Around 6pm (about 3 hours after the scheduled delivery window) I received a call that the shipment needed to be reviewed first and they couldn’t deliver. It has now been 3 weeks and nothing from them. I’ve contacted them this morning and they have no idea when my desk will be ready for delivery.

Given the horrible experience I am having with this company, I am very surprised to see a overall high rating. I have dealt with two people, Mobi and Greg. After I placed my order for a reclining sofa and two matching reclining chairs, I reached out again to CS for a delivery date which they didn't have. Then, I got an email stating that their local delivery partner had changed, and they would be charging an additional $80 to delivery - after they had already processed my order and payment. I told them that in the State of Texas, where I am - the purchase constituted a binding contract, and I would contact the State Attorney General of Texas if they continued to insist on changing the order and upcharging. Then, I got an e mail telling me that they had cancelled my order - even though I hadn't requested that it be cancelled. I was willing to pay the $80, then file the complaint with the Attorney General for deceptive practices and failure to adhere to a contract - but I did not EVER cancel the order, or ask anyone else to. Beware, if you buy from this company, they can and do come back AFTER the order has been placed and add additional charges. Even after communicating with 2 different representatives, there was no effort made to resolve the issue, my order was just cancelled without my permission or request. Terrible customer service, hopefully mine is an isolated experience

Furniture company is great. Customer service is great. Furnishings quality fantastic. Loved dealing with company, H o w e v e r….. their delivery services were terrible. Said dlvry at 5:30 pm but forced to deliver at an inconvenient time (2pm)causing enormous stress bc no one home to receive the furniture. The dlvry person did nothing to assist. I had to ask a neighbor to stop what she was doing to open my house. It’s not my fault they were ahead of schedule and decided to make up your own delivery time. Unfortunately where I live there are limited dlvry resources. I would love to purchase more furniture from Emma Mason but afraid of similar dlvry situation.

We ordered a bed and dresser. Shipping was advertised as $99 and that is what were charged when we submitted our order (including our address). Later, an Emma Mason representative contacted us and said that their provider could not ship at that price and it would be another $100 or the order would be canceled. This is poor business practice. If you accept a certain order at a certain price, you should honor that price. It is the responsibility of Emma Mason to pay the extra $100 if their own shipping algorithm made a mistake. This is a bait and switch operation to try to appear to be the lowest price provider for a product and then charge more when the customer is already "captive" and in the system. They have also taken over a week to get us an estimated shipping date -- we still do not have one. I am giving 2 stars, not 1, because real people seem to be answering my emails and after A LOT of back and forth, I was able to get the order canceled with a full refund before it shipped.

The first dresser was damaged during shipping and also had flaws in construction. The second dresser had been repaired but was not that noticeable so I accepted. However, the second dresser had the same flaw as the first, which was an extra saw cut in the top support. It had been partially filled with putty. The dresser rocks back and forth and one drawer doesn't stay completely closed.

The item itself, obsidion green hutch, was lovely. The "instock" availability on the site was misleading as I got the hutch more than 3 months after ordering it. I believe much of the delay was due to the 3rd party " white glove service" which shifted out my delivery multiple times and then did not provide delivery options as told we would and then delivery time changed by a FULL DAY. I would not recommend Emma Mason and I would not recommend Diverse Logistics. You can not leave a review on their site which makes me question integrity of the reviews they show.

We purchased a sectional from Emma Mason last fall, and the experience has been frustrating. When the loveseat portion of the sectional first arrived, it had dings from the movers. We sent it back, only to be told it would take six months to get a replacement. Not wanting to wait that long, we agreed to accept the damaged loveseat for a small discount. Within just one month, the material began peeling so badly that we were picking up chunks of it off the floor daily. We had no idea that by accepting the returned piece, we were also agreeing to live with serious manufacturing defects. Emma Mason acknowledged the issue and sent replacement parts for a technician to fix it—except they sent the wrong part for the loveseat. Now, despite admitting the damage was bad enough to warrant a repair, they claim there’s nothing more they can do. Their “solution”? A $100 discount on future orders over $2,000—completely useless for replacing the loveseat we already bought. This has been an expensive, time-consuming, and disappointing experience. I cannot recommend Emma Mason based on their product quality or their customer service.

I placed a sizable order and Samantha handled this quite well. Then everything went wrong. The accounting team took forever to take my money out of the bank. Three weeks later, nothing has happened, and Emma Mason reaches back out to me for additional money due to the fact that, their shipping partner no longer delivers to my area.. So now I have to pay additional money in order to get my furniture. Now the accounting a team is once again having trouble. Yet suspiciously my bank says nobody has tried to take any money. I don’t know if we’re buying time, just not doing our job, or whatever it is, but there are certainly a lot of lying going on. I assure you it will be four weeks before they ever even ship my order. What started out as a decent experience immediately turned all wrong and has been bad ever since.