I placed an order in October 2017 for a double mattress, it arrived ok and was nice for the first 18 months or so. I then contacted them and received an email saying they had received my ticket, this was back in may 2019, still yet to get a response. I then contacted them again a week ago and still no response. I have tried contacting them by their contact us page and email address. The mattress has become ridiculously uncomfortable. It clearly isn't made to last. I can't get hold of their support at all so i can't even claim on their 10 year warranty. I certainly would not recommend them to anyone at this point. Its a real shame as it was nice an comfy when it arrived. UPADATE 09/03/2020 After posting this review I instantly got a response from EMMA, very strange... They did send me a new mattress, unfortunately this one is not as comfortable as the original one was, I wanted to send it back for a full or partial refund as they are supposed to last 10 years, according to EMMA. Unfortunately they wont take it back and have failed to respond to my last two emails about the issue. I now have two EMMA mattresses both of which are very uncomfortable. I do not recommend this company to anyone, they have very poor customer service in my opinion and I will never use them again. Hopefully this review helps others to save their money and not make the same mistake I did.