Emma Mason — Local services in New York

(9/25 second Update at the bottom) DO NOT BUY FROM THIS COMPANY. I think this might be the first review I have ever cared enough to write about - that’s how bad this experience truly was and continues to be.

I could not recommend this service less. I’m not sure if this is a recent issue or not (the recent reviews would suggest they are having real problems) - the issues I encountered:

their delivery times are complete fiction. Mine was 2-3 weeks for a desk. Delivery took over 2 months.

they sent me the complete wrong desk. And have gone dark on replacing despite assuring us they would be in touch.

they use very sketchy delivery teams. I should have known something was up when Emma Mason called me multiple times in advance of delivery to “MAKE SURE” I don’t allow the delivery team to leave until I’ve inspected every inch of the desk. And to refuse delivery if there are issues. They also try to scam you into basically signing a contract that if, after it’s delivered, you find an issue you are effectively completely liable and they are absolved of all issues. They clearly are aware of these delivery issues because they directly tell you that the delivery people will “try to rush you” as much as possible during the inspection but to “not let them”. Truly one of the most bizarre disclaimers I’ve ever come across in my history of getting things delivered to my house.

But fine, maybe I could get passed all of that because the price. We schedule the delivery for Thursday of last week after finally getting on their calendar after months. Wednesday afternoon their delivery service calls me and says they want to deliver the desk in the next 15 minutes because they “want to go home to North Carolina” (?) and if we didn’t take delivery a day early they were bringing it back with them. At this point, my wife rushes home to get back to the house to take receipt. True to form, they rush her through the entire process and say she needs to sign so they can get out of there. Rushed her to a signature, they take off, and it ends up being a the wrong desk entirely.

I’ve raised this issue to Emma Mason now multiple times. Instead of having someone who can immediately handle these issues they pass you off from team to team saying the next person will “look into it”.

I promise you, you might be looking at some of these other reviews and thinking “well it can’t be that bad” - I assure you it’s worse. It is very clear Emma Mason is simply sourcing these furniture units from wherever they can find them and not checking (or caring about) quality or logistics whatsoever. They put all of that burden on the customer.

I could not recommend this service less.

1st UPDATE: You truly can’t make this up but the first response I’ve received from Emma Mason asking for some sort of resolution here was from (now) the 3rd team at the company I’ve been Passed on to at this point who is now providing the update that they are waiting for an update on what happened from the manufacturer (I can answer this for all parties involved: they sent the wrong desk after 2 months of delays and delivered it when I wasn’t home). At this point this process is so comical I might actually miss it when it’s gone. These people are thieves.

2nd UPDATE: This company is truly a scam. I really do implore all of you to find the furniture you are looking for elsewhere. As an update, after finally getting in touch with someone in customer service who was aware of my situation, I talked to one guy who for over a week assured me that they had made a mistake and that the unit I received was incorrect. Weeks go by with no answer after that until I threaten legal action (what other choice do I have; as much as that makes me sound like a Karen) — which finally gets their attention. Their final offer? They’ll take the WRONG desk back for a 30% restocking fee and won’t replace it. I seriously need an opinion from all of you — am I going insane here? At this point I’m taking them to small claims court simply because of how ridiculous this...

I ordered a bedroom set. The bed collapsed less than 2 weeks after receipt. Contacted Emma Mason the next business day and was given a two week estimate for the replacement parts to be delivered and techs to come out and fix it. It has now been over 6 weeks, and while the parts have arrived, the techs have not contacted me despite numerous emails exchanged regarding the situation. Mervin, who I am working with, has provided an out-of-service phone extension in his email signature, so I can't get him on the phone; and I'm very tired if weeks of platitudes and "ASAP" and "24 to 48 hours" in his emails, only for the techs to never contact me. I understand it's the holidays and some delays are reasonable, but it has been over 6 weeks. I'm just lucky I wasn't hurt when the bed collapsed out of the blue - but after this much time sleeping on my couch due to lack of a bed, I actually am in a good amount of pain on a daily basis. My most recent email to Mervin, I asked him to copy his supervisor on a future correspondence. Maybe SOMEONE at this company will make the techs do their jobs and reach out to schedule - but I'm about ready to wash my hands of them and start the refund process (which, judging from other reviews here, looks like it will be another long drawn out PITA).

If you like furniture that doesn't collapse unexpectedly, or at least companies that actually fix their defective products in a timely manner, I'd shop elsewhere. A shame, because the bedroom set is beautiful - but I expect to be able to actually sleep on my bed, not just look at it.

Edit: Mervin finally got an outside contractor out to fix the bed. Unfortunately, after the long wait, it turned out that Emma Mason provided the incorrect parts, and the bed could not be safely repaired. If I could leave zero or negative stars, I would.

FINAL EDIT: Nearly 4 months after the bed broke, my credit card company issued me a a chargeback after I disputed the charge since the product was faulty, Emma Mason could not get someone out to repair it, and the company did not send the correct parts. I think it is telling that the company submitted nothing to dispute the dispute, so to speak. I should have issued the chargeback earlier and saved myself a giant headache (and back ache) as soon as I started to suspect this company was scummy, rather than giving them chance after chance.

I tried escalating the issue to Mervin's manager, Jessie; she openly admitted she did not read the emails she was copied on, openly admitted she was not available during all business hours, and repeatedly tried to assign the issue back to Mervin even though I had asked to escalate the issue. I'm generally not a "let me speak to your manager" sort of person most of the time, but after months of being jerked around I thought the situation warranted it; however, I'm not even sure there is a point in speaking to management at this company, as management doesn't actually read their emails or do any work on escalated tickets. This was all provided in writing (aside from Jessie's admission that she doesn't read her emails; that was via phone). I have to assume upper management, if it exists, does not care.

Emma Mason told me that even though the bed was defective they would not refund it under any circumstances even if I sent it back. This is after the bed collapsed, and a professional not affiliated with the company assessed the bed and determined that it was missing parts and the parts sent were not correct for the bed (which Emma Mason denied). Therefore, I went the chargeback route, which I had not even known was an option as I am not in the habit of trying to return products unless something is grievously wrong. I highly recommend that anyone who has issues with Emma Mason's furniture save yourselves the headache and don't try to get a refund; just issue a chargeback. They are scammers and their policies do not allow refunds even when the product is...

Buyers beware! This company has ZERO customer service. *An update to my review below. We decided to keep the chairs because Emma Mason gave us no other choice except to lose $1500 or keep them. FOUR WEEKS have passed and although we have contacted Emma Mason customer service (Nadir) multiple times, they have still not delivered our chairs. Nadir blames the delivery company, and the delivery company says they are waiting for approval from Emma Mason. What a disaster. We will never buy again from Emma Mason. It appears they undercut the prices of other companies but then offer ZERO solutions if customers need to make changes. BE CAREFUL!!

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We are very disappointed with the customer service at Emma Mason. We purchased what appeared to be two beautiful chairs and they were delivered to our home. The movers unboxed them and placed them in our living room. When my partner sat in one, we were shocked to find out that the chairs lean way back, like belly to the ceiling. Yes, this is a risk of buying online.. but the chairs are unusable if one wants to have a conversation with someone in the same room. We tried various pillows to no avail. Luckily the movers were still there and we asked them to re-box the chairs, assuming that we could decline the order. Meanwhile we called Emma Mason to let them know we were sending them back unused with the delivery company. Customer service was completely inflexible about our return, telling us that we will incur a 30% restocking fee (with no gray area) while also claiming that any returned furniture is now unusable and will likely be donated by them. Restocking donated furniture? Does this make sense? It doesn’t seem like a responsible business policy to donate $1600 brand-new chairs but that’s their claim.

So.. they left us with two choices. Have the chairs re-delivered to our home (and pay again for delivery) - or - return them - and after all the fees we would be paying an amount almost equal to one of the chairs ($1,500) and getting nothing. They did not offer any flexibility on anything. We will never buy from this company again, especially when I see the same chairs online being sold by other companies with a 30-day guarantee and/or much lower restocking fees. Read the fine print and expect zero customer service from Emma Mason. If your item isn’t what you hope for, for any reason, you are left with no...