“Hadn’t tested out,in a shop as bought online, but am really pleased, comfortable and a good nights sleep had so far, and had a month now. They offer a good return service if not fully satisfied, but I’m happy with my purchase.
Delivery was reasonable too just a few days, they do offer interest free payments too if required.”
“Purchasers of a Renewed Emma Mattress Beware
First of all some context! We opted for a Renewed Emma mattress and we are happy with the mattress itself. I’d say 4 stars out of 5. Firm but comfy if a little on the warm side for my taste.
Primarily then this review is about Emma customer service which I’d give 2 stars out of 5, hence the overall average of 3 stars.
We contacted Emma after our purchase to buy a mattress protector. At the same time I enquired about purchasing a comfort layer.
The comfort layer is an extra added freebie for those who purchase direct from Emma and who feel the mattress is either too hard, or too soft for them. The appropriate comfort layer is sent free of charge.
I knew this before I opted for a renewed mattress and accepted that. It makes sense to give those who bought the new mattress direct a little perk. So my enquiry with customer service was essentially how much will it cost me, as a renewed mattress purchaser, to buy the comfort layer directly?
Turns out that if you buy a renewed mattress from Emma that they will not send you a comfort layer under any circumstances and at any cost! It’s simply not an option to those customers who, like me, are quite prepared to pay extra for it.
Making the comfort layer unavailable to customers who are prepared to pay for it seems like a very odd business decision.
It evidences a complete disregard for the comfort of those who opted for renewed versions. I made my feelings known to Emma customer service but they were unmoved.
What a way to tarnish the overall customer experience. A real shame when the product is so good.”
“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”
“Despite the chemical smell was a comfortable mattress for about 10 months. After this it started to dip in the middle and became uncomfortable. Contacted supplier, unable to return and no refund offered despite this occurring in first year of use. Got offered the 'matress topper' reminded me of foam from my local market and did not remedy the issue. Poor company, spend your money elsewhere.”
“The chemical smell from the mattress when first opened took about 4 days to go. The mattress was firm and supportive for about 10 months. After that it started to deteriorate, losing firmness in the middle. Contacted the seller and was offered a topper. Sent someone out to view and was told this was 'normal'. No refund offered after 11 months use. Very poor.”
“Having received the mattress, and comparing to it to the information on the Emma mattress website, in my opinion, the technical claims that they make to get you to buy this product are grossly exaggerated and it is not a British mattress; the company is German and I paid a German company. The mattress looks very different to the 'technical' one shown on their website. I feel like I was conned.”
“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.”
