“Le 07/01/2024, nous avons passé commande pour un ensemble complet (cadre de lit + tiroirs + sommier à lattes + matelas). Trois mois plus tard, il nous manque toujours le sommier à lattes.
Dès la commande, nous avons eu des soucis car (de l’aveu d’Emma) le site avait un petit bug, qu’ils ont découvert grâce à nous. Nous avons ainsi pu commencer à faire la connaissance du service après-vente d’Emma: au lieu de nous remercier pour avoir signalé le bug et s’excuser, ils ont essayé de nous expliquer que nous devions trouver une solution nous-mêmes en repassant commande une deuxième fois.
Une fois le problème de commande réglé, les délais de livraison ont commencé. Emma annonce sur son site livrer en une dizaine de jours ouvrables, et spécifie dans ses conditions de vente que le délai maximum de livraison est de un mois. Si nous avons bien reçu le matelas en janvier, les tiroirs et le cadre de lit ne nous sont parvenus que le 18/02/2024, et ce après de nombreuses interactions avec le service d’après-vente, à la fois par mail et au telephone.
Depuis, nous attendons toujours le sommier à lattes. Nous les avons contacté, et avons écrit une review sur Trustpilot. Emma ne sont toujours même pas en mesure de nous confirmer une date de livraison prevue. Nous nous estimons volés, car nous avons déjà payé pour ce sommier et ce depuis trois mois. Qui plus est, Emma ment, puisque le délai de livraison affiché sur le site de la compagnie pour un sommier à lattes est toujours de 6 à 10 jours ouvrés. Ne commandez surtout pas chez eux!”
“I can really only tell you that ordering from Emma Austria/Germany was the biggest mistake I made. If you read my review, please follow my advice and look for another website. They are completely unprofessional and unresponsive. I am waiting for my bed, which I have already paid for for 2 months now.
It is unbelievable. I had a minimum of 10 calls and about 30 email exchanges with them. But clearly, their support team needs to support themselves and are not a help at all. Rather a burden, which keeps you up at night.”
“SCHRECKLICHER KUNDENSERVICE!!!
Wenn ich 0 Sterne geben könnte, würde ich das tun...
Ich habe im Februar eine Emma-Memoryschaum-Matratze bestellt, und die voraussichtliche Lieferung wurde mit 3-6 Werktagen angegeben. Nachdem eine Woche vergangen war, beschloss ich, die Sendungsverfolgung der Bestellung zu überprüfen und stellte fest, dass die Lieferung erst Mitte Mai erwartet wurde. Also praktisch 3 Monate! Verrückt!!! Ich setzte mich sofort mit dem Kundendienst in Verbindung, und sie antworteten nur mit dem Äquivalent von "Tut uns leid, wir wissen, dass es ärgerlich ist". Ich bat sie, den Prozess zu beschleunigen, und sie antworteten wieder mit "wir tun unser Bestes".
Daraufhin habe ich mich im April erneut an sie gewandt und um ein Update gebeten, aber es wurde keine Lösung angeboten. Eine Woche später meldete ich mich erneut, und alles, was sie sagten, war: "Wir freuen uns, Ihnen mitteilen zu können, dass es am 22. Mai eintreffen wird", was sogar später als Mitte Mai ist!!! :( Natürlich war ich wütend, also beschwerte ich mich darüber und bat sie zumindest um einen Preisnachlass für die Unannehmlichkeiten, stattdessen stornierten sie meine Bestellung und gaben eine Rückerstattung aus. Ich habe gesagt, dass ich eine Entschädigung verlange und dass ich die Matratze immer noch haben möchte, aber sie sagten, es sei zu spät, sie könnten die Stornierung nicht rückgängig machen und sagten mir, ich solle eine neue Bestellung aufgeben.
Absolut inkompetent und so enttäuschend!!! Ich bin ehrlich gesagt schockiert über ihren völligen Mangel an Kundenbetreuung. Ich würde niemandem raten, diesem Unternehmen zu vertrauen. Wenn ich ganz ehrlich bin, bin ich normalerweise sehr verständnisvoll und beschwere mich nicht so sehr, und ich habe noch nie eine Bewertung wie diese abgegeben. Aber ich dachte, es ist wichtig, jeden zu warnen, der erwägt, ein Produkt von ihnen zu kaufen, dass es vielleicht bessere Konkurrenten gibt!!!”
“Its a scam do not buy at all.emma is a scan.i paid for 6 months twice no delivery.they selling re used once as they dnt have stock.
My brither tried to buy once same story.no stock and then he was send refurbished low quality one.”
“The customer service is absolutely atrocious!
I received a discount code from the EMMA newsletter and inserted it during the ordering process. An error message appeared. Subsequently, the support advised me to proceed with the purchase anyway and submit the discount code via email afterwards to have the invoice adjusted accordingly. Contrary to my hopes, my inquiry remained unanswered. First, I had to chase after customer service and remind them of my support ticket, then I called multiple times and no one was competent enough to assist me. I was brushed off with the motto "We'll email you, please be patient." Nonsense! Two weeks after the phone call, I AGAIN wrote an email with evidence that I received the discount code from EMMA Matratzen. To this day, I have been ignored by the company. And all the while, I remained polite and asked for help.
Never again! I will do my best to spread the word. The whole drama started on February 28, 2024, I waited until the end of March, and now I am writing this review on April 6, 2024.”
“Honestly the worst mattress buying experience ever !
I brought a mattress which was the wrong size and they were happy to pick up collect and offer a refund. The bed had not been touched and was even unopened. I have been waiting 10 weeks for a refund now which is still “ being processed “ and being sorted by the finance team.
I cannot keep going back and forward waiting for a refund ! Every time I ring or email I get the same response ! I cannot stress enough please do not order from here”
“Very poor service
I have ordered the original mattress and it's recieved as a damaged item.
When I raised it they said it cot and mattress size is not the same no proper response from them.
Customer service in India is poor
Product quality is poor.
Total waste really regret for buying emma mattress”
“86 days ago, exactly on December 23, we ordered a mattress from Emma and paid for it immediately. Since then there has been silence. The promised delivery period of early to mid-March has passed without us receiving any notification or explanation.
When we asked customer service, we were succinctly offered to cancel without any further help or information. At the same time, you are bombarding the market with advertising for your 50% Easter sale. It's as if you're making fun of your customers. We don't want to hear any more excuses, we want to finally receive the goods we paid for.
Your service is an imposition. It is shameful that customers like us, who show patience and understanding, are let down like this. We are on the verge of taking legal action because obviously nothing else is getting your attention.
It's high time Emma rethought its priorities and started taking its customers seriously. Finally send us our mattress or be prepared for us and many other customers to look elsewhere.”
“Awful customer service, contradictory emails at every stage, have been waiting over five weeks for a replacement mattress under warranty…..scripted apologies but total incompetence on the part of the company to get something from a warehouse to a lorry”
“Deplorable Customer Service
It has been over two months since I reported issue. After numerous emails/photos they agree to send replacement.
I requested they must complete all quality checks before sending replacement, but this was not done because replacement mattress is damaged. I reported this and once again wasn’t believed and demanded evidence. As I lost the trust, I asked for refund which they have refused. Also they refused to replace the mattress with better quality mattress even I offered to pay the difference in price. Now they refused to collect the damage mattress which is no good to us.
Please don’t buy from this company.”
“I am writing to express my concerns regarding the handling of my recent issue and the communication that has taken place thus far.
I regret to inform you that I am hesitant to provide further details to Emma due to a recent incident where I was threatened with further delays in resolving my problem if I voiced my concerns on social media regarding the ongoing delays with my order and the lackluster customer service I have experienced. Despite numerous email exchanges, there has been minimal progress in addressing my issue.
I understand that you are aware of the authenticity of my claim, as I have provided you with my order number for verification. I am disappointed by the possibility of my complaint being taken down on Trust Pilot, as it seems that there may be attempts to portray a facade of prompt assistance while in reality, there is a lack of genuine concern and a tendency to disregard customer grievances.
I feel it is unjust to silence my feedback, especially when the core issue remains unresolved. It is disheartening to feel as though my concerns are being dismissed, and that efforts to seek assistance are met with resistance rather than resolution.
I kindly urge for your understanding and cooperation in addressing this matter promptly and effectively. I remain hopeful for a satisfactory resolution to be reached as soon as possible.”
“Nothing but issues from the start. Delayed delivery, broken parts on arrival, now mattress lost its shape and another base has broken I won't hold my breath on anything been sorted.
Customer service poor and puts it back on the customer emailing Sunday morning saying reposed in 48hrs or they will close the matter. Shocking service and product avoid at all costs.”
“After having spent a few months sending photos etc of both of our mattresses to customer service each time being given another question to answer. They asked for the order number now one is over two years old the other just under.
Now I can't find the order details they now longer reply to emails, they both have same issue they sag in the middle and it wouldn't be that hard for them to check their system.
The product has a guarantee which you would think they would honour it's obviously a manufacturer issue as this seems to be the reason for a lot of the complaints. I am at fault for not keeping the details and they are comfortable when they are not faulty.
I would advise against buying one”
“Worst mattress I’ve ever slept on. I’m a side sleeper. I’ve gotten terrible bank pain and spasms from the mattress. Never had back pain before this.
Also, they don’t allow you to write reviews on their website with only 1 star and they don’t allow you to comment on their social media. they know that their product is horrible and don’t want people finding out the truth, horrible!”
“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.”
“I returned the mattress in very good condition. It was too hard and not comfortable for us. They are not giving me my refund. They keep saying it has been processed but it hasn’t.
I wished I had never used this company. It is a big con.”
“You gave a delivery date of 10/17 December nothing arrived so I contacted you with little response then I was told it’s with ups then I was sent a message it was delivered no it wasn’t then you said it’s not been sent to ups so I cancelled”
“My experience with the Emma mattress was disappointingly bitter
Dear All,
Myself Manuvel Vincent From India.
My experience with the Emma mattress was disappointingly bitter. While the advertised features sounded promising, the reality fell short of expectations. The comfort level touted in their marketing was simply not there.
Initially, the mattress seemed promising with its claims of superior support and comfort. However, after a few weeks of use, it became apparent that the mattress didn't live up to these promises. The Backpain due to this is severe everday and 100 Days trail is a fake. They won't schedule a pick up even we request them. Such a nasty product”
“Terrible customer service. It’s two months late! I’ve explained to them I ordered this for my third trimester of pregnancy so please could they hurry and and deliver it, I keep getting the same run around that it’s on its way. Please avoid, this has all the hallmarks of a company on financial turmoil so don’t be left without a matress have having spent £100s when they eventually collapse.”
