“APPALING CUSTOMER SERVICES CONTINUES
I continue to receive absolutely diabolical service from their customer service team. Never respond directly to my queries, ignore my requests for additional info, and always in their emails that they are here to help yet they are the most hopeless and unhelpful customer service team I've ever experienced. SIMPLY PUT IF YOU BUY SOMETHING FROM THEM AND YOU HAVE A PROBLEM WITH THE PRODUCT, YOU ARE DOOMED AS YOU WILL NEVER RESOLVE THE ISSUE WHICH IS WHAT I'M EXPERIENCING NOW WITH THEM.”
“So you can go to Trustpilot and see my reviews there too. I had an issue with my purchase and wanted to get in touch with someone at Emma Sleep. They do NOT have a contact number and their chat service is a joke. After being dismissed on Chat, I put up a Trustpilot review and they immediately replied and said someone would be in touch. 2 weeks go by and no one contacted me. So I tried their chat again and explained this. Still no success. So I left another Trustpilot review and they immediately replied again and said that someone would be in touch. A week goes by and still no one got in touch. So I left another Trustpilot review, since this was the only way it seems that they would respond. Again, they said someone would be in touch and I'm here a week later still waiting for someone to respond.
If you don't care about customer service and after care, then this is the company for you. However, I do care about those things since I had an issue. I would steer clear of this company.”
“DONT BUY THEIR ORIGINAL HYBRID MATTRESS. REALLY BAD QUALITY AND FRANKLY NOT WORTH EVEN £50.
I bought this mattress less than 2 years ago and now is gone so soft that you sink in it when you sleep and its impossible to sleep on it. Had to turn it so often as well. It has become totally unusable. Tried to request a refund from them but they made my life hell and want me to take all sorts of videos and photos and effectively do a product quality check which they should be doing this. What's worse in their terms and condition it does not even stipulate that in case of refund request customers have to go through to many hoops and mountains before they even approve a refund or replacement. Currently as things stand I will be taking them to court and will post online as to the progress on that front so the wider public is aware before buying anything from Emma Sleep.”
“Really atrocious customer service, unclear communications, and huge delays - seriously consider your options before purchasing.
Having heard great things about Emma mattresses, I placed an order in early September 2024. I then waited a few weeks, before receiving an email informing me that they were experiencing some delays and could I wait a little longer.
Almost a fortnight later, when I had heard nothing more, I contacted Emma directly (don't bother emailing - they won't reply - you have to call and wait on hold) to be told by the polite, but very vague, customer service rep that my order had got stuck in the system and wasn't being fulfilled.
After me expressing my consternation and displeasure, the customer service rep assured me he had fast-tracked my order and that it would be expedited to me in the coming days. This was in early October.
Since then I've had to email them 3x, call twice more, and have had a series of cryptic and hugely vague responses, none of which could give me any indication (in days, weeks or months) as to when my order might be fulfilled. These have included:
"As per our conversation, we have coordinated your order with the relevant teams and created a ticket to have the issue fixed" [21 Oct]
"We have raised your delivery concern to our dispatch team to expedite the process. Once your order is dispatch, the courier will notify you about your delivery details for confirmation" [31 Oct]
"After checking the status of your order, we must confirm that it has been further delayed. We sincerely apologize for this situation." [06 Nov]
During this process, I have been promised "compensation" for my order being +14 days delayed, realistically as a hook for me not to cancel, but have been asked to wait until the item is delivered to "calculate the compensation" - leaving me with no idea of any potential financial benefit (which could end up as”
“Purchased a mattress, served us well for 18 months then started developing huge splits in the foam. Emma duly sent a replacement under their 10-year warranty.
Due to house renovations, we didn't open the packaging straight away. When we did the mattress won’t inflate. I contacted Emma again and apparently you are supposed to open the packaging within 4 to 6 weeks and it’s in the "terms and conditions" which they have now forwarded to me.
Whilst this may be true, nowhere on the packaging does it advise of this fact. We are left with an expensive, rock-hard, and useless piece of foam and Emma advise us that's our fault for not reading the small print.
Shocking!”
“Seems there is a widespread problem with the supply of Emma Mattresses at the moment. Like others we ordered our mattress weeks ago (August). Still no Mattress, useless to non existent support. Wish I had read these reviews. Save yourself the hassle and avoid!!!
After many calls, with the same unhelpful responses and no clear indication that we would ever see the mattress we ordered, we decided to cancel the order.
The cancellation process apparently takes 5 days!!!
Avoid, Avoid, Avoid!!
Update. 7 days has elapsed since we requested a refund. I have just contacted "Emma" who told me "The order is still being processed and has not been cancelled". I was told the same as last time, the cancellation would have to be processed through the warehouse and could now take 7-14 days for my refund of around £800.
Take my advice, Never Ever deal with Emma Mattresses.
Today is 27th September. The advisor yesterday said she would contact us today to update us. No surprise, we never got a call.
I phoned today to learn, there is a "cancellation process" then there is a separate "repayment process" which takes a further 14 days!! What an absolute farce.
Also, predictably, I am still waiting for a reply from "Gerald" who responded to my first feedback with offers to sort it out.
It is now the 30th September. Still no refund, but note the elusive "Gerald from Emma" has been replaced by "Paul from Emma".”
“Do not buy from this Emma Sleep UK! !they are nothing but a scam!!!!! I purchased a duvet and duvet cover, They took my money and I have not received my items. Absolutely no contact from them despite several emails and using their so call chat system! My order number is 0006-ZSE8BP. Let’s see if they get in touch as I will be using all social media platform to ensure other people are not being scammed by them!”
“Products have been good, But over the last 12 months I've put 3 separate orders in for beds and their estimated delivery time of 1-3 weeks on their website has always been a total joke. One bed was two and a half months late on delivery. When you try engaging with their customer services you might as well forget it - they're absolutely rubbish. They are very happy to take your money and sit on your order for months and months without any update. Currently I have been on an airbed for three weeks now with not a word of update. They don't give a cr*p!”
“Ordered £3k of beds on 30 April for guests due 23 July. Each time I chased was told someone would call me back. They never did - either from the delivery company or Emma. Their delay has caused our business loss and damage and we shall be pursuing them for these losses.”
“we ordered a mattress for our son to be part of a room refurb for his 10th birthday. Order placed on the 8th May for a June 2nd birthday.
when I called up to ask where the mattress was on the 22nd May I was told there was an error with their system and the order hadn't made its way to the warehouse team. I was told this would be processed and all would be good.
When I checked in again on the 30th May I was told again that the 2nd order placed with their warehouse team had also failed. I urged them to start a new internal order and expedite this ASAP. We are now on the 10th June.
My son asks me each day if the mattress is coming tomorrow. My personal feeling is that the mattress I have ordered is out of stock and not being processed as a result, but I am assured that is not the case.
Processing an order and acting swiftly when a customer is upset is such an important part of a business like this and Emma simply doesn't have the systems in place to deal with this.
I rarely write reviews, but am trying anything to have an employee at Emma hear my issue and have the capacity to resolve it, so far none of the call centre employees seems to be equiped to help .”
“Completely useless company. I've ordered 3 times through them. Three times now they've lost the items. The customer service is appalling, It took over two weeks to even get a phone call with someone who has the authority to do anything. All in all the worst experience I've ever had with any company.
Avoid at all costs”
“I am not sure how the mattress is but the customer service is the most uncouth and inefficient.
After selecting the mattress, I followed up on their WhatsApp number for 3 days continuously regarding customisation of size. Simply, no response. And when they finally sent out one after 3 working days, they made the conversation go offline because I did not respond within 5 minutes. Imagine how their customer service would be after the purchase. Extremely disappointing.”
“I have been very patient, but this company lies.
I contact them so many times by email and phones but not helpful always lies
I have been waiting for the delivery since 14/04/2024 until today (14/05/2024) I HAVE NOT RECEIVED the mattress the warehouse creates the label for the courier (DPD) but they didn’t dispatch the mattress it’s a joke / unprofessional
Extremely very Bad service and very bad management
Just don't bother - go to Simba instead”
“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”
