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.I am very pleased with my purchase from Emma Mason and am honestly blown away by the level of service and communication on the delivery of the order. I have not had this good of an experience with a company in a long time. Huge shout out to Jenny. The quality of the product itself and the overall experience was amazing.
Furniture is of terrific quality. The delivery was smooth. And Jenny is a customer service gem.
Very happy with our experience. The piece we ordered was not in stock so it we had to wait initially but we worked with Emely who kept us updated regularly and was a pleasure to work with. Shipping was on time, super convenient, they unboxed everything set it up for me and took all the trash away. We love the pieces and will be ordering more
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.
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!
This was overall a great experience. The furniture came in great condition. Delivery team did great and were professional! Throughout the process, I had support from Emely who was terrific. Her communication was thorough and extremely helpful. I would highly recommend Emma Mason to other people for high-end furniture delivery! Terrific product & service!
Nina was amazing with keeping me updated on the progress of my order and delivery. The delivery team was very respectful and efficient with the delivery and setup of my bed.
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.
We purchased beautiful office furniture from this company very well-made. Had a little bit of an issue with the color when delivered. Got in contact with the company, customer service directed us to the manager Niña Lene who was absolutely amazing with helping us work through the situation!! We were very pleased with the outcome on how they handled our issue and would definitely recommend this company very professional and well-made quality furniture!
Four reasons to purchase your furniture from Emma Mason. 1. The quality of the furniture. We love the Cocktail and End Tables. Very well made. 2. The ease of purchasing the furniture online. 3. The price. We found Emma Mason to be the most competitive for the pieces we purchased. 4. The delivery service was very professional. The pieces were delivered timely without any issues. Overall: Five stars!
First timer with purchasing furniture online and I am happy I chose this company. The service received, all the way down to the delivery was impeccable. Success Manager Jenny made sure to update me from start to finish, without me having to reach out first, so that I didn't have any worries. She explained the entire process in detail, provided updates as to when items will be shipped, etc. leaving me with nothing to question. I am extremely impressed and satisfied with the furniture itself, delivery, and the customer service.
I saw the couch I wanted at Ashley Furniture and then came home to search for better prices. I found the same couch through EmmaMason. I called and did my due diligence. It was the same couch and also direct from Ashley’s warehouse. I placed my order with Jade and she stayed connected with me all through the process (she was great) with order and delivery updates. Everything was perfect and I saved a ton compared to showroom prices. I will use EmmaMason again.
I purchased a vase. I received an email confirmation with my order number. One week to the date I was told the item was no longer available. I checked the website, it was not there. Less than 1 hour later it was back on their site. Double the price. And their retail price crossed out is higher than Bloomingdales and the manufacturers website. No one called me that my order was canceled. I had to call……a lot. They lied to me…lied it was not available…..lied about the retail price…..lied the day of the order that I was all set…until a week later I was not. Be very careful of their pricing……when Bloomingdales is the same or less that tells me something. Google prices before you purchase, and an email with a confirmation does not guarantee the purchase. Buyer Beware! I find it rather odd...that once I wrote my honest and bad review suddenly there are numerous great reviews shortly after.....coincidence???? I think not!!!
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.
This was the absolute WORST EXPERIENCE we have ever had with a company. In May we ordered Martin Furniture bookcases. We were told by "Sean" that they would ship on 5/30 from California. After we placed the order, we were informed they would ship on 6/98 from NC. Once 6/8 rolled around, we got nothing but runaround from this company. We were constantly being told by "Carl" and "Ivan" there was a delay - giving various and inconsistent excuses. After weeks of excuses and "we appreciate your patience" emails, we finally asked for a refund. We continued to get the runaround for the refund. Finally, we had to dispute the charge with our credit card company. THEN the company asked us to dismiss the dispute so they could give us a refund. Obviously we didn't do that. This is the shadiest company we have ever dealt with. We wasted so much time with this company. It was frustrating and upsetting since we paid so much money for our items. WORST CUSTOMER SERVICE EVER. If there is a more reputable company that stocks your item, even if it's more expensive, please consider paying the extra money. We did and ended up getting the items in two weeks. We will never forget this consumer experience.
Had high quality bookshelves at a good price. Easy to order and delivery was timely, efficient and courteous. Entire process was smooth. Good support from Nina Lene.
From start to finish this was a first class service and product operation! After I ordered my couch, I received frequent updates about my order. Once the order shipped, I was contacted about a date and sent text messages keeping me informed about the delivery. I could even track the delivery guy via the link I was sent to see him on the map as he navigated his way here. Once here, they were very professional and carefully unwrapped and placed my couch where I had wanted. Very nice guys! Afterwards, I received texts about the delivery service and if I was satisfied with my couch. Then I received an email from customer service, just checking to see if I was satisfied with couch. The couch looked EXACTLY as it was on the website, dimensions were spot on. Quality is great! I think I have the prettiest couch in town, maybe the the State. :) Anyhow, I'll be back to do business again. So very very impressed with this company, they do it right from start to finish!
This was my first time ordering from this company, and I must say I am very, very impressed and satisfied the three men that came here and delivered. The furniture were so polite and respectful, and the woman named Jenny that I been communicating with was awesome. The whole experience has been great and I will definitely buy from you again and tell my family and friends. I bought a bedroom set and it is so heavy and sturdy. I am very very pleased.
Communication was great. Omar responded right away to all the questions I had and was helpful. Hassle free experience.
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