We bought a super king Emma mattress and divan bed 18 months ago. It was not cheap but we viewed it as an investment. The bed frame and mattress have a 2 year guarantee, any fault in that time with them and Emma mattress claim they will refund. The mattress has sunk to one side and the bed frame is badly cracked on one side. I have sent detailed pictures and videos of the problem as they requested and I get flowery meaningless empty responses often contradicting what's been said in previous emails and requesting further information which I've already provided or they say they'll refund the mattress then claim they need more photos of it, this time with the mattress topper removed, when there is no such thing on the photographed mattress. I have on a few occasions received an email from their customer services in a different language and it is quite clear there's no joined up consistent approach to tackling customer's problems. I've called them and they were full of apologies but nothing is getting done. We really want this sorting out and a refund to be provided as we are entitled to. Sadly after having been a loyal customer to them for some years we will never purchase from them again