emmamason.com Recenzje 361

Harris was polite and competent. I appreciate the expediency of placing the order and the assurance that it would be delivered and set up in our home!

Terrible experience dealing with this furniture company! Save your time and money and go elsewhere, you will never get your furniture for the advertised price they do a lot of Bait & Switch!

I placed an order for a sofa that was advertised on the website as In Stock 2 1/2 months ago and have yet to receive it!! Not only is the have I had to wait a ridiculous amount of time, they refuse to offer any credit or compensation for the unexplained delay. I will never order anything from this company again!

This has been by far the worst furniture purchasing experience I’ve ever had.

I ordered a bedroom set that was supposed to be delivered in September, but the order arrived partially and with missing items. The pieces that did arrive had scratches and dents, and during delivery the delivery crew scratched my floors. Unfortunately, I noticed the damage only after they left (and after I had tipped them).

What followed was months of frustration. After waiting over a month for replacements, the next shipment arrived damaged again and with the wrong item. Another long wait followed, and the order was still incomplete — the nightstand was missing.

Eventually the nightstand arrived completely damaged, so we sent it back. The company assured us a replacement would arrive within a couple of weeks, but after waiting another month nothing happened.

At that point I opened a credit card dispute, and only then did the company reach out saying they couldn’t send the replacement unless I closed the dispute — which suggests they hadn’t even reordered the item yet after all that time.

The worst part is the countless hours of emails and back-and-forth I had to spend dealing with this mess. It has been an incredible waste of time and energy.

I closed the dispute three weeks ago, but the company still has not issued a refund and the order remains unresolved after many months.

This is my first escalation, and if the issue is not resolved soon I will pursue legal action.

I strongly recommend avoiding this company unless you want to wait months, receive damaged furniture, and spend endless time chasing customer service.

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.

I just received the bed I ordered. It is beautiful! It is really well made and the customer service manager stayed in touch letting me know the status. The only problem I had was that it took six months to receive. I had also ordered two nightstands but I received them after four months. The customer service managers were so often that I can overlook the time to get them. I paid for the top delivery and I’m so glad I did. The guys were very professional but it still took a while to put the bed together. The bed would have probably been all scratched if we had tried to put it together ourselves.

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.

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.

I ordered four chairs at the end of September 2025. A few weeks later they told me that they wouldn't be shipped until after Thanksgiving. I was not happy with this, but agreed to wait as long as I would have the chairs for Christmas. They promised I would have them before Christmas. Right before Christmas they told me that they hadn't even shipped yet. I told them I wanted the order canceled, and suddenly they emailed me and told me that they shipped and if I wanted it canceled I would have to pay restocking fees and also shipping fees. They reached out to me again on December 17th and told me that I would hear from the shipping company within the next two weeks. I has now been two weeks, and still no contact and no shipping date. I have filed a complaint with the Better Business Bureau, I'm a filing a complaint with the Attorney General's, and I just disputed the charges on my credit card. I would definitely recommend that you do not do business with this company. They cannot give you a ship date. After three months, they should be able to confirm a ship date with their customer, especially since they've had my money for 3 past months.

Title: Terrible Service – A Christmas Ruined by Emma Mason Furniture

Emma Mason Furniture has been an absolute nightmare. My parents ordered two couches over a month ago, paid over $2,000, and still haven’t received them. Instead of taking responsibility, the manager had the audacity to call and suggest they accept a damaged couch as if that’s an acceptable “solution.”

Because of this company’s incompetence and blatant disregard for customers, my parents spent Christmas without the furniture they paid for. This is beyond unprofessional—it’s insulting, disrespectful, and completely unacceptable.

Emma Mason Furniture has lost all trust and should immediately refund the $2,000 or deliver the couches they promised. They have treated paying customers horribly, and I strongly urge anyone considering them to run in the opposite direction.

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