Emerald Home Furnishings — Local services in Fife

Absolutely worst customer service. I spoke with the customer Service department after receiving a mattress that is disintegrating. Mattress Depot used to carry Emerald Home & they said that I needed to contact Emerald. I sent photos and had them look at everything and never heard back. I contacted again and still didn’t hear back so third times the charm, I asked to speak with a manager, and I finally get someone to help. I spoke with Brenda, who was really great. she got us processed for a refund, which was great! However, she was unable to help me with how to get The refund, Wyatt is not being sent to the Bonney Lake store rather it is going to Bellevue, which is over an hour away from us, and unsure of who the check is made out to. I asked if I could speak with the credit department to see how to figure this part out and she said absolutely they would call me back & took my phone number. I raved about Emerald home to mattress depot into all my friends and told them how great and easy the process was! Five minutes later, the process became extremely uneasy… there was four different phone calls being made to me, No one could figure out the amount or how I was gonna get a check, where the check was going, who it was made out to, etc etc. I asked if I could speak with a manager, and I was told absolutely. I spoke with the manager, Jeanette, who was unbelievably rude. She was so condescending and negative towards me that I had zero patience left at this point of dealing with this for three months and now three hours worth of phone calls.. I asked her to not be so negative and we could come to a resolution, and she continued to interrupt me and tell me that she was not irritated or in a bad mood. However, the tone was severely different. She repeatedly cut me off and interrupted me. Then proceeded to tell me that she could not tell me how much the refund check was for, where it was going, how I would get the refund, nothing of that matter. She told me that they were refunding mattress depot for the full amount, & mattress Depot could decide to give me the refund or not. This is not a warranty. Because mattress Depot could decide to not give me a refund if they don’t want to.. I lost my mind. Absolutely I said “JFC, this is absurd!!” It is unreal that I could pay $1500 + Tax for a mattress then be told “ehh - they decide if they want to refund you, whatever agreement they want” THAT IS NOT A WARRANTY. A warranty would go straight to the customer. All the hoops later, and I have to wait to hear from Matress Depot on when and IF they even get the check. I would be shocked if this manager even decides to send it. I should not have cursed but this company was beyond. I called Mattress Depot back and told them the problem, the manager said he will figure it out once they get the check and we can go from there. Don’t waste your money on this company. Don’t waste your time. Don’t buy into the gimmick of a warranty. Here is to hoping that 3 years after buying my mattress, I get a refund for a new one and didn’t waste my money. But I can assure you, I will make sure everyone knows this company is crooked and not true to their word!

Update: my $1500 mattress refund is now being given to mattress depot since it was marked defective. I was told that I do not get a refund and instead $500 off a new $1500-2000 mattress. What a complete ripoff. Shame on emerald for offering a warranty that they do not uphold.

UPDATE: Jeanette spoke with the general manager of mattress depot who said they will not be issuing us any sort of refund. Emerald home said that they will take care of us as customers on their end. And Jeanette processed the check for our defective mattress and we will have it next week. All the moving parts of this and different stores and managers not chatting with each other to figure it out, Emerald home...

Update: the company still won't fix anything so I took the couch apart to see what was happening and see if I could fix it. What I found was the frame was bent in multiple locations from thin metal and very poor construction quality in the wood and about 50% of screws and bolts were totally loose. See the pictures for yourself.

Original I recommend you avoid this companies furniture unless you are ok with furniture that fails after a few years. Got a 2 couch set in late 2018 and there is only 2 of us that used them. The first one started showing signs of the seat mounding up and failing after 3 years and then we changed the location of the 2 couches so we would use the other one and in 2 years it failed in the seats also and the frame has sagged so bad that it almost hits the ground and when it reclines, the frame hits the motor housing gets caught which you can hear in the video and the sagging is obviously worse if someone is actually sitting on the couch.

Had the furniture company reach out to the manufacturer and they won't do anything. My parents had a couch and chair from them that the seats did the same exact thing too. My parents use their furniture a lot more so I thought they just over used it and they could be ok since they are an American company. Turns out I was completely wrong. We treated the furniture well and I'd say we have light to moderate use of them. You can be the judge based on the pics but id steer absolutely clear of a company that produces poor quality products that fail and the company won't stand behind. For reference the center seat is almost never used and is how they seats...

ABSOLUTELY THE WORST SERVICE! I don't even leave reviews. My girlfriend ordered a swinging egg chair from here and the tried to send it in three parts and the floor piece never came. I tried to contact them because they never gave us a tracking number for the last piece, and the customer rep did not call back with the tracking number for the missing item after she said she would. YOU DO NOT WANT TO ORDER FROM THEM. We ordered this a month and a half ago, now I'm at the point where i'm leaving reviews. This is not a angry review this is an honest review of the company, and customer service.

The seat and the long pole came together, and the spring hook came a month and a half later. still no floor...