Absolutely the WORST customer service I’ve ever experienced
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.