“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”
“Don’t bother with an Emma mattress
I’ve had my Emma mattress for a few years now. I bought it off their official eBay store, and it’s been great until a few months ago when I noticed the foam had started to collapse and the mattress is no longer as comfortable as it once was.
No worries though, it has a 10 year warranty! Good luck getting Emma to honour it though.
I’ve emailed pictures, explanations and have an email chain of 31 emails going back and forth as they’ve tried everything to try to get out of honouring their warranty.
They have tried referring to terms, but they don’t share historic terms and changes to terms aren’t transparent.
After a month of going back and forth, Emma have now just stopped replying so I’m left with an unsuitable mattress 3 years into a 10 year warranty.
No wonder Emma is being taken to court by the CMA, they aren’t a company worth buying from. Don’t bother, it’s not worth the hassle or your time.
The mattress was from Emma's official ebay store, but their advice is to get customer service from ebay. Brushing their hands when they know they're in the wrong. They absolutely can assist as they sold it through their own eBay store, but instead they're deliberately obtuse.
Update: Emma emailed me today acknowledging they made a mistake and didn't list the mattress had a shorter warranty than the 10 years. But said that although they didn't list that the warranty was different, they still won't honour it. Even though it's their own mistake.”
“Purchased a matress on their website on their best possible deal for 570inc Vat and delivery, one day after delivery, its on QVC for £510 inc del. I thought no problem, I'll just have the conversation and I'm sure they will be fair and refund the difference or send something to resolve.
No. Nothing. Just a brush off.
Going to return the mattress and buy another brand, having had simba before and being more than happy, I'd rather give my money to them.
Incase they say review isn't a customer, Last 4 digits of my order number 48H6 and order was placed 11/6/24”
“Absolutely appalling company. There is no ability to contact or speak to customer services. Promised delivery dates not met and no communications at all. Look at Trustpilot - many many people saying exactly the same thing. This is the worst online retailer I have ever come across.”
