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.
What reviewers say
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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.
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Item was received that was in terrible condition! All seams were sewn crooked, drawer broken, big hole on top. Just overall very low quality Ashley furniture that definitely wasn’t inspected! Or it was a reject! Haven’t heard back from customer service yet….
Edited to add, customer service ended up refunding my order because it was so bad. Upgraded from 1 star to 3 stars for the customer service. Make sure if you get a damaged item to take a photo of it in the packaging.
The customer service was stellar. I had a small issue with our order, I asked for a part replacement and they took me at my word ordered the part, sent it, and then followed up to make sure it was received. Could not be happier with my experience. Jenette was a pleasure to work with.
Exactly what we wanted with great customer service
We searched everywhere for a brass banker's lamp, and finally found the perfect lamp at emmamason. We placed our order online and Niña Lene Mantilla personally emailed us with status updates. The lamp arrived and is just perfect. The quality and look are exactly what we wanted. Niña called me subsequently to make sure we were happy with our purchase. I would definitely purchase from emmamason again!
When date was delayed they refunded $25 plus white glove delivery. Kept in touch when delivery was coming and called 39 minutes before . Good customer service
My husband ordered a $1,400 bedframe from Emma Mason two months ago as a birthday gift for me, and eight weeks later, no one at this company can tell us where the item actually is or give us a concrete delivery date. The customer service experience has been the worst I’ve ever had—Emma Mason hides behind endless email chains instead of picking up the phone to track shipments. I literally had to track down and call their transfer company (Murrows Transfers) myself to do their job for them, and even then, all they could offer was a vague guess that it might be on a truck next week because Emma Mason’s system is so completely broken. When you order paper towels on Amazon, you get an exact delivery date, but when you spend $1,000 at Emma Mason, your money disappears into a black hole with zero accountability. If an order is lost, admit it and fix it,don't string customers along with vague non-answers for two months. We have already submitted a dispute with our credit card company, so save yourself the nightmare and buy your furniture anywhere else.
Update: I requested to just cancel my order because I don’t wanna deal with this Anymore, he then said we will have to talk to accounting and get back to you and there will be a cancellation fee. First off here we go again with the runaround and second I’m not paying a cancellation fee which they told me would be $1,178 and we would get 88 dollars back. Emma Mason really needs to figure this out as they have violated ftc rules. Per the ftc items without an agreed upon ship date must be shipped within 30 days. We placed our order on may 30th and our order was not shipped until July 12th… that’s over 30 days 43 to be exact, and if this is the case they are supposed to reach out and get confirmation that delayed shipping is okay or offer a refund which they did not. Next because none of this was done they cannot charge us a cancellation fee. This is just bad business. I’m done working with this company and I’ll let American Express take care of it. It’s been over 50 days since our order was placed which stated on their website it was in stock and had about a 2 week delivery time. This is false advertising.
Jenny did a great job communicating with us about the ordering and delivery process. I would recommend the EmmaMason company to use and I will not hesitate to contact her for future orders. Thank you Jenny and EmmaMason!
It took longer than expected for delivery. However, at every step of the way, I was able to reach out and email someone who responded promptly. Carl and Jenny assisted me every time I inquired about delivery. Once I received the item, Jenny emailed me to make sure I was happy. The item was in amazing condition. I am grateful that these two assisted me throughout the process. These two havent forgotten about customer service! Employee's of the Year!
Excellent Purchasing Experience and Beautiful Desk!
I am extremely pleased with my recent desk purchase from Emma Mason! From start to finish, the entire ordering process was smooth and seamless. Omar, the Success Manager, provided exceptional customer service by proactively keeping me updated on my order and shipping status throughout the process.
The desk arrived exactly as described and is beautifully made with excellent quality. After realizing that the desk keys were missing, I contacted Omar, and he immediately put my mind at ease. Thanks to his excellent communication and dedication to ensuring I had a positive experience, replacement keys were sent to me promptly.
From the initial order to delivery—and even after the purchase—Omar exemplified what outstanding customer service should be. His professionalism, communication, and commitment to customer satisfaction made this an excellent purchasing experience. I highly recommend Emma Mason and especially appreciate the top-notch service provided by Omar!
Ordered in first trimester, didn't get furniture until after baby was born.
First trimester. I ordered a complete nursery set from EmmaMason.com on January 29, 2026. Crib, conversion rails, nightstand, chest of drawers, bookcase, chifferobe. I actually called and spoke to someone to verify that it was in stock and was told that it would ship within two weeks. Then I got an email saying my estimated ship date would be May 4, 2026. Ok. I can deal with that. I got an email every other week about my May 4 ship date. On April 30, that ship date changed to "around the middle of June." Wow! Talk about cutting it close to the baby's due date. Two weeks later, estimated shipping date of June 19, 2026. June 12, I get an email saying they expect the furniture to ship during the week of June 23. What? June 19 I'm told that it has been shipped and should arrive to the delivery company within 1-2 weeks. BABY IS BORN ON JULY 2! July 3, they say it's at the local delivery company. I hunt for the local delivery company's contact info and call them on July 14 since I still haven't heard anything. Explained why I was calling. The local delivery company was incredible, but explained that when they opened the shipping boxes, three of the items were damaged so the entire shipment was refused. The guy was so nice, trying to explain to me that it had nothing to do with their company. I understood that completely. He said that they were expecting the replacement furniture in that week. He called me on July 15 to let me know that the furniture had been delivered and they would have it to us on July 18. They were amazing. Delivery guys brought it all into the house for us, and the furniture is high quality so I'm happy with that. Of course, once I opened the box with the crib, there is a broken piece, but I'm having that repaired locally because I do not want to ever deal with Emma Mason again. It may be good furniture but if it takes six months to get it? No thank you.
Purchase and delivery went very smoothly. Omar kept in contact with me during the process. The shipping times were a bit long, but if you are not in any hurry, you can't beat the price and customer service. Omar made sure I knew exactly what to do if I had any issues and gave me a number to call if anything came up during the delivery.
My experience with EmmaMason was excellent. My success manager, Emely Lamosao, was very responsive throughout the process of waiting for the delivery. Once the delivery was confirmed, she sent me an excellent checklist to use prior to accepting the delivery. Thankfully, the white glove delivery from Diverse Logistics, lived up to its title. The delivery and assembly was fast and flawless. Overall it was great buying experience.
We were in need of new furniture and were in awe of prices we saw locally ao we decided to shop online. EmmaMason was suggested in several sites when looking for a recommendation. The prices were great on brands we saw in local stores, so we ordered. Delivery was several weeks out- ordered mid May, received mid July. That was our only "complaint". However we moved mid waiting on furniture so I had to reach out to customer service. We spoke to Emely who generously reached out to the final delivery company about changing our delivery address, which they did with no issue. The delivery service they used was PHENOMENAL! We received white glove delivery with the order (stated as the company will open boxes and check things then deliver boxes into first dry room for you to assemble), however the delivery company fully assembled the furniture, placed it exactly where we wanted it, and took the garbage. It was a fantastic experience. Will definitely use this site again when we need more furniture.
Jenette has done an excellent job of helping me out with all of my issues. All of them have been resolved and I will definitely continue to purchase other products from Emma Mason.
I placed an order for two bookshelves 2 weeks ago. Listed as in stock, paid through checkout, clearly marked timeframe for delivery. So far, so good.
Reach out a couple days later after seeing my payment was marked as still needing to clear for eCheck. Odd to be sure, and I was told it would take 5-7 business days to clear. When asked why, I was told the accounting team would need to be consulted and they would reach out with an explanation. Multiple days and a couple checkins later, I have been promised callbacks that did not occur.
By this point, 8 business days from the order placement, things have cleared. But oops, I get an email stating they need an extra $50 to ship because their courier no longer delivers to my area. Why am I only hearing about this now? I push back because this is something that should have been disclosed long ahead of now. They decline to do anything about it after stringing me along for another 5 days and multiple broken promises about updates.
Fast forward and now we're 2 weeks past the date I ordered. I am told only one of my two shelves is available, then none, then one again. No attempt to make anything right other than a promise to speak with the sales team and look into alternatives, but if any alternative costs more than what I paid, I'm out of pocket for it.
Any of these requests would have been reasonable up front. But the lies, the drip feeding of information, and the lack of accountability or explanation is inexcusable. Don't buy furniture from this company - they do not at all deserve your business.
Nina Lene was very helpful through out our whole process from ordering to delivery! Keeping us updated all along the way which was very nice to know they were working on our order and when we could expect delivery!
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