I ordered a mattress on 28th December 2023. It is now 14th February 2024 - I neither have my mattress, or the refund I have been asking for. Initial delivery dates were 3-5 days, then by 8th Jan, then between 22nd-25th Jan. Emma mattress have been stringing me along the entire time telling me to "rest assured" and that everything is being taken care of. On 8th Feb, they responded to my email to inform me there had been a "technical issue with my order causing a delay in delivery" - how that can occur when my order was supposedly dispatched on 29th December makes no sense to me! They then said as a gesture of goodwill they would dispatch another mattress, but wouldn't charge me any extra. I'm unsure of how that is a gesture of goodwill?! It took me to request a refund upwards of 4 times for them to agree to processing my refund. Needless to say, they didn't. I chased them as I hadn't received any notification from PayPal to confirm my refund was in process. They have emailed me today to say that yet again, there has now been "some logistical issues with my refund process, causing a delay". 7 weeks on from the date of order, my issue is still ongoing. I have now had to raise a dispute with PayPal to try and get my money back. I have never experience such awful customer service in all my life and cannot recommend avoiding this company enough.