emmamason.com (emmamason.com) has a 4.2 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Home & Garden and its reputation is good. 80% of reviews are 4 stars or higher and 16% are 1 star; The business has not yet replied to negative reviews; Reviews mostly discuss Product, Customer service. Last updated 2026-09-03.
Reviewers had a great experience with this company. Consumers consistently state that the exceptional quality of the furniture and lighting items, noting that everything matches their aesthetic expectations and fits their home spaces perfectly. Furthermore, buyers frequently praise the dedicated support team for being extremely attentive, highly responsive, and communicative from the initial order placement all the way through the final delivery. Some reviewers were not happy with unexpected extra shipping charges, unusually long waiting periods, and severe delivery schedule delays over several months. A few people also described receiving damaged merchandise and experiencing frustrating communication issues when trying to coordinate necessary replacements with customer service agents.
Auto-generated from all reviews of this business. For reference only.A great experience! Jade constantly kept us informed regarding the delivery of our credenza. She also gave us information on inspection upon arrival. Shipping company was on-time and careful with the delivery. We would certainly purchase from them again. It would be nice if all companies provided exemplary service like this. Good price, good customer service.
We were beyond impressed with our experience ordering from EmmaMason.com. The delivery company they use was fantastic, communication was excellent, delivery was scheduled and confirmed multiple times, and the delivery team was courteous, professional, and extremely careful with our furniture. No damage whatsoever! We'd highly recommend them and would use them again. The only downside was the wait, about 3 months from order to delivery, which felt long but we are in NW Montana. It was worth it, and Emely Lamosao's follow-up and customer service made the whole process feel personal and cared-for. Thank you, Emely and team!
This was the first time I had ordered from EmmaMason. They said it would take 14-18 weeks for the item to come and they were correct, but they kept me informed the whole time as to progress. It arrived with white glove treatment and everything was in order in the correct time period.
I really want to thank Niña Lene and everyone else there at Emma Mason that I spoke with for all of the help they provided in ensuring a smooth order and delivery process. I am very greatly to Niña for the assistance she provided with updates on stock availability, shipping coordination, and reaching out to the delivery company. She followed up with me through every step of the process. My daughter was very excited when she arrived home from school and saw her new bedroom furniture. She said, “It’s so beautiful!” This was my first time shopping with Emma Mason, but I only found the store after another furniture company I had ordered from several times in the past failed to deliver the exact same furniture items after an extended delivery time. I was very impressed with Niña’s ability to communicate and obtain information from the furniture manufacturer, the shipping company, and the delivery company. Emma Mason will be my first stop the next time I am looking for furniture.
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.
Excellent product. Excellent customer service, especially Emely who kept me updated along the way. Would highly recommend.
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.
Ivan, my coordinator, was very helpful and accommodating with assisting me with the delivery of my purchase. He followed up and followed through with communication making my purchase and delivery a great experience.
Omar emailed me multiple times while waiting for the chair. Excellent job. The way things are supposed to go
Perfect delivery, good communication
I was able to buy some nice items from the online retailer at a discount and the furniture is 5 stars. But I must be honest about my overall experience when there was a problem. I ordered three items and chose white glove delivery. Only two were delivered but no issues with the delivery service. I had to reach back out to Carl about my order and the whereabouts of the third piece. He said it would arrive via FedEx but that is not what I was expecting. 3 weeks later a very large mirror was delivered via UPS and arrived shattered. I notified them and there was no apology. Just said noted and they would contact the manufacturer. Then waited an additional month with several emails to Jenette the resolution manager, who each time said she would follow up with the manufacturer but never gave me an update. I was randomly texted by a shipping company to schedule delivery and agreed on a date next week. Today my mirror arrived with no advance notice. Thankfully I was home. They used a professional delivery service and the mirror is beautiful and arrived in perfect condition. However, no one from Emma Mason ever reached out to say it was on the way. I’m glad everything is over and I love the items but would be hesitant to use the service again due to the long wait times and lack of communication.
Emely gave incredible customer service. I will absolutely purchase from Emma Mason again. I absolutely love my bedroom furniture set. Everything from the purchase to the delivery was top-notch.
I just made an amazing purchase with Shawn at Emma Mason.. I had the most wonderful customer set ice and was treated beautifully. As far as my needs and my purchase, I just could not rate this place with stars.. it would have to be galaxies. Thank you Shawn for extending me with such a wonderful customer service.
We furnished our Airbnb condo with Emma Mason furniture. The pricing is extremely competitive and the staff is amazing to work with. They constantly followed up to make sure our questions were answered, helped coordinate delivery, made sure the delivery went well and more. Jade Tecson, Customer Service Success Manager, was particularly outstanding! We highly recommend Emma Mason.
Emma Mason has an excellent website with lots of furniture choices and very good prices. We ordered four items for the living room. They were delivered in a relatively short time. One minor problem with the new TV console was quickly resolved by the resolution team - Jennette. We are very happy with our purchase!
Excellent service and beautiful furniture. I couldn’t be happier with my Aspen Hill office furniture! It’s lovely and worth the money!
Ivan was helpful in communicating with me about my order status and letting me know to reach out if there were any issues. Luckily, everything went very smoothly and I’m happy with my new furniture! Thank you.
The customer service was outstanding. Jenny Rose kept me informed during the process including when the piece arrived at the local shipper. I wish every company was as hands on. Thank you, Jenny, for your assistance. It was appreciated
Awesome experience and Ivan was great. My new couch and recliner arrived in perfect condition and were delivered inside my apartment. I will definitely be a return customer
We ordered the Liberty Brayton Manor Jr. Executive Credenza and Hutch in cognac. Communication with Emely on the status of my order with Emmamason.com was ongoing from the day I ordered to the day it was delivered. Delivery was flawless, and I received updates from the delivery team leading up to and day of delivery. The delivery team was professional and courteous. They placed the desk in the room and completed assembly. This desk and hutch is beautiful! I would purchase from Emmamason.com in the future.
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