Verified Company
Wow!! What a wonderful experience in finding my new furniture! The ordering was easy, with knowledgeable Emma Mason staff to answer questions. Jade coordinated with me on the delivery steps, double checking with the logistics vendor and with me to make delivery a smooth process. Thanks so very much!!!
Samantha did a wonderful job taking our order. We originally communicated via chat on the website. She called me back right away after I called her to discuss the order via telephone. She was also able to provide a discount for white glove service being this is shipped out of state. I only hope our furniture arrives in the same manner as my communication with Samantha, which was excellent.
Emma Mason was incredible to work with. From the ease of ordering to the delivery process, the communication via email and text messages from Drichsen made the wait for my new furniture a pleasure. Even the local delivery service had great communication with me. My furniture is amazing! Enjoying every minute we sit on it. I will definitely order from Emma Mason again.
We ordered an expensive couch. One week later we were called and told that their delivery costs have increased and they needed us to pay an additional fee in order to deliver our couch, and that they were requiring we upgrade to white glove service. We contacted customer support and articulated that we believe the increase in their shipping costs is information they needed to provide us at the point of transaction so that we could determine whether their service was right for us, and expressed concern that they were passing that fee onto us despite our contract of sale being solidified. We were told a manager would contact us within 24 hours to discuss our concern. Rather than receiving a call we received a text that states our order was canceled. We had thousands of dollars tied into our purchase that now has been tied up in their terrible management, which feels gross. There was no effort to rectify the situation or provide customer service. We will never attempt to do business with them again and are sure to share our horrible experience with friends, family, and community. Disappointing, upsetting, and an example of degenerating corporate values to serving customers with respect and care.
