Buyer beware
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.