“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.”
“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.”
“2 x mattresses ordered and money taken on 25 Nov 2023 via Wowcher.
Delivery promised on or by 11 Dec 2023.
No sign of them.
Have emailed repeatedly and tried the online chat (there is no number to call - red flag!).
The company will not give an answer on when the products will be delivered.
I'm unsure as to my next step.”
“On August 4th I ordered a Premium bed kit from them, paying 1340 euro. To date, neither the products nor the refund that I have asked for so many times have arrived. Customer service is a joke, every time you call they tell you new lies. I have already reported it to the police and consumer protection, I hope that I will receive my money soon.”
“It was really very bad experience, the order didn’t come for 8 weeks , the delivery guy was so rude and left the parcel at door steps even thou we booked premier service , he was arguing and yelling at us”
“I paid them on 20/9. I have not received any updates or any mattress. They don’t respond to emails. No phone number works. They refuse to respond on social media. There is no message centre.”
“. If you are disabled or have limited upper body strength, do not under any circumstance buy their mattress. Though market as a no turn mattress, it will develop a sag after 200 days (another clever marketing piece of disinformation). This is a known fault in this substandard product. Emma then recommends turning every month for the first 6 months then every 3 months thereafter. Unless you have the strength or help to do this it is not suitable for disabled people. Additionally they will only replace the mattress like-for-like so never ending cycle of faulty products not fit for use.”
“Lieferung 0/5
Kundenservice System 0/5
Die Matratze kam nicht,
ohne Information, ohne Rückmeldung einfach stoniert.
Man hat umsonst 2 Monaten gewartet und Rückenschmerzen gekriegt.
Bestelldatum 07.08.23
Heute die letzte Situation : 26.09
Die Bestellung kam seit 2 Monaten nicht. Dazwischen haben die mir keine weitere Information gegeben. Deswegen musste ich immer selber da anrufen und immer über 20 min warten, um erstmal überhaupt mit dem Kundenservice zu telefonieren.
Die haben mir erst vor kurzem (nachdem ich schon 1,5 2 Monaten gewartet habe) versprochen, dass die Matratze unbedingt am Anfang Oktober kommt und das Entschädigungsgeld zum Entschuldigung bezahlt wird, da es zu lang war.
Und plötzlich wurde die Bestellung ohne irgendwelche Rückmeldung stoniert. Das habe ich erst durch "klarna" erfahren. Ich habe da nochmal selber angerufen.
Die Bestellung wurde wirklich stoniert und es gibt kein Entschädigungsgeld, da die Matratze nicht gekommen ist.”
“We have had our mattress for two months, it has a smell that is sickly sour and it persists. It can’t be tolerated. Don’t even waste your time trying to get your money back on the 100 day guarantee, it’s not gonna happen. Emma doesn’t give a fig. Once they have your money, you’re not getting it back. End of story.”
“Ordered mattresses in June and had to get PayPal to manage a dispute to get my money refunded as I received no information after 6 weeks, it is like they are taking orders and have no stock to send, very stressful experience during a house move and would never consider this company again.”
“EVERYONE CHECK YOU HAVE ALL THE FOAM IN THE HYBRID NEXT GEN!!!! I received two in a row. 1 as a replacement because the base layer of foam as advertised was not on the matress. Sent a replacement and it's exactly the same. They have a serious manufacturing issue going on or they are lying and purposely selling mattresses with less foam layers as advertised. Takes ages for a response as well so still waiting for a resolution to this.”
“I am experiencing the same as all of the other recent reviews. Absolutely appalling company. There is literally zero customer service. I ordered a mattress that was apparently 'in stock' A MONTH AGO, and have heard nothing, despite chasing them numerous times.
They took my money quick enough, and I have nothing to show for it. Just like a complete scam company that takes your money and disappears. Don't even consider using them, just look at the recent reviews and go elsewhere.”
“We are still waiting for our mattress to be delivered - ordered April 21st -m. promised 2-7 day delivery its now the 5th May and still not arrived despite several emails [ you cant contact them via a telephone ] and still nothing !!!!
Just to top it off we made them aware [ proof via Hospital admission document ] that my Husband has arrived home the 1st May from heart surgery to no bed ! [ we arranged disposal of our old mattress 29th - 8 days after the new one was supposed to arrive ! We have been sleeping on the sofa for over a week now and advised Emma - via email - you cant speak on the phone! of our predicament and still nothing - the company is a disgrace - customer service is none- existent - we even spoke on there chat with a sales agent and they still would not give us a contact number to discuss our order ! You have been warned - caveat emptor !!!!!”
