Emma Mattresses

Amazing mattress!

I bought the diamond mattress and it's turned out to be borderline acceptable. It's really quite firm, so only buy it if you want a firm, or arguably hard mattress.

Re, comments about not recieving a tax invoice, I recived one after two weeks of weeks of asking and waiting. Following this, they offered a soft layer which would take a year to arrive. The long wait time allows them to avoid the refund/return time frame. Again, be weary.

I can’t comment on the product, because the mattress was eventually returned because it was damaged.
But getting it returned and collected was a nightmare. This company has a 2 tier customer service, one is by phone but only if you buy their product from Emma direct, the other is through email if you buy from retail outlets like Argos.
It was done, eventually, but only after 25 emails and an intervention by Argos and their customer service ctr.
This company is an absolute disgrace, once they have your order and it’s delivered, they wash their hands of you.
We now have a Silent Night mattress with a top layer of memory foam, and as always their products and company are perfect.
I will never recommend, or use Emma as a company to be trusted or to treat their customers fairly.

I purchased 3 Emma mattresses on January 28, 2024, expecting delivery within the promised timeframe of 7 business days. However, as of today, the mattresses have yet to arrive. Despite multiple emails to their customer service, I've only received vague responses indicating a delay without any estimated delivery date. This lack of commitment to delivery times and the absence of clear communication is disappointing. I cannot recommend Emma due to their failure to meet delivery promises and their inadequate customer support response

DO NOT BUY FROM THIS COMPANY! We have been waiting 5 weeks for our mattresses and now we’ve been told they won’t be ready for a further 3-4 weeks! I’m now fighting for a refund so we can buy mattresses from a reputable company instead! YOU HAVE BEEN WARNED!

Agree with many other comments on here, just wish I had seen this before handing over nearly £1000 for a mattress that has not turned up. Their customer service seems to be well trained in fobbing off the customers that should serve. Terrible company.

I ordered a bed frame nearly a month ago. The tracking number has been available for over 3 weeks and says it has been shipped but no information or delivery date. The support staff answer emails but have no information for me. Is the bed frame even available?

The most appalling service I have ever received from a company. I ordered a sofa bed on 7th April, as my family had all had great experiences with their mattresses. First, my order got cancelled without me being notified. I re-ordered and then the wrong colour was delivered. Took a month for them to arrange collection, then another month to deliver the mattress part of the order, and another month later I still hadn’t received the sofa! I finally cancelled and asked for a refund on 3rd August.

There is no way to contact them by phone and emails are replied to but with a load of waffle and “we understand”, but no actual action. Even when they called me, nothing was actually done. I have cried several times over the stress this company have caused me and now been without a sofa for 4 months, which has really disrupted my family life. Avoid at all costs!

Aweful service. Wrong orders, no number to call, no humans, emails get answered in 2-7 working days! Bad tracking service that doesnt show you when to expect order. So many better companies will never order from Emma again. Lesson learnt.

DEFICIENT, MEDIOCRE and DISAPPOINTING SERVICE PROVIDED.

The customer service were not entirely ok and the problem I had was with the service provided.
First of all, Emma forgot to send my order altogether. When I contacted the customer service 2 weeks after the original delivery date, they said my order might have been missed, but eventually they solved it. However, the incorrect mattress was sent (queen size instead of king size), this being the second problem. Therefore I had to take some time off to not only arrange for the delivery of the incorrect mattress, but to arrange for the delivery of the correct mattress AND for the collection of the incorrect mattress that was delivered in the first place.
Emmas made me arrange everything instead of solving their our issues by themselves. Where are the quality standards of the company?

In my experience, Customer service were deficient, mediocre, disappointing, poor and regrettable.

I would love thinking about that there will be any kind of compensation because they wasted 2-3 weeks of my time AND while dealing with this, I was sleeping on the ground :)

HORRENDOUS Delivery drivers!!! They use sub contractors who are terrible. Refused to take the mattress even when paid 50 quid! Left it outside after multiple calls to customer service who were morons they came back after 5 days and again wouldnt take it as now damp. DO NOT USE!! When we called customer service they didn't even know the bed had been sent!! All damaged on arrival.

AVOID THIS COMPANY AT ALL COSTS, YOU HAVE BEEN WARNED!

I had such high hopes. Delivery was only half the product, so they left me without a bed for 7 days as I'd removed my bed on the day of delivery.

The product which was finally delivered is broken, the draw runner wheels are snapped on 2 of the drawers so they do not close. Poor experience considering £1.5k spent on this item, you can get better quality products and a better service elsewhere.

EDIT 2 (21/06/2023): Following my negative review, EMMA reached out to replace the entire bottom section of the bed. I reluctantly agreed (after explaining to them that it's easier to send me some new drawer runners than sending an entire bed). They sent me the wrong half of the bed, I now have 2 top pieces of a divan bed which do not fit together properly. They have messed up the delivery 3 times now. They offered me £70 for the inconvenience of missing 2 days work, and having to transport beds up and down the stairs on three separate occasions. I have rejected this insulting proposal as there is no way they would get the delivery right (they've had 3 attempts already).

Ironically my neighbour ordered a mattress from them last week (wish I would have known, I'd have told them to avoid) but were sent 2 pillows instead of a mattress, leaving them with no bed to sleep on when they returned from holiday (I accepted the delivery whilst they were away).

Overall, this company is their own worst enemy, they have poor communication between departments, blame one another for their mistakes, and then expect the customer to be inconvenienced and pick up the pieces. Awful customer service, who are very economical with the truth.

You'd think when trying to appease a disgruntled customer that they would not further anger and inconvenience them.

I bought my mattress 2 weeks ago, got a message from ups saying a delivery date and time that came and went, no mattress, no response to emails, the kicker is, I live right next door! You can see my house in this photo! It's terrible that there is no number and the 'chat, window doesn't work!

Great mattress, just don't expect any sensible support after passing your sleep trial thing ..their "customer service" dept are unbelievably rigid with non sensical rules that prevent you from claiming on their warranty. Namely, if you can't provide an image of a faulty part....you can't claim that bit replaced....nor can you buy it with actual money....even though the part is evidently available as a seperate item. Advised to go elsewhere (maybe Simba??) To buy the part you need....that they could supply.....in exchange for a picture....I have pictures with the queen's head on....these aren't good enough....just a picture that no one will look at of a part of a mattress that I threw away....genius. 🙄

I bought a cloud duvet for £149 please don’t make the same mistake as me as it is not worth the money, having purchased it less than a year ago I already feel the need to replace it as it feels more like a sheet with no warmth.
I also bought a mattress which is ok but not as comfy as other brands I’ve had in the past.

why is it that Emma customer service consistently refuse to act upon customer's requests? Why is the same question being ask multiple times despite acknowledging our previous answers were received? Why are the faults from the company being taken as a joke by the same company? Actions are missing, resolutions are missing, proper direct communication path is missing...... why is an UK company (or claims to be) treat their customer and their brand with such shameful manner?

A terrible experience with Emma Mattress — an absolutely horrific customer service. Initiated the return procedure for a mattress two weeks ago, had to chase their customer service EVER DAY first via chat then over email - no phone contact details of course - every time they would email me back saying that I would be contacted in 1-2 days by their courier but the stupid mattress is still sitting in my flat.
Posted a nasty review on TrustPilot and now got a call back, still saying 1-2 days after 14 days. The gall.
Avoid this company — abysmal service and the mattress really ain’t that great either.

The foam loses all support over a short time and the mattress causes pain in the lower back and hips because of this. Terrible company to deal with.

Don't believe the Emma hype. They fiddle their reviews. They complain to Trustpilot about 83% of their negative reviews to try to get them removed. From my experience, they don't post negative reviews submitted to their website. They delete negative comments on social media and block those who comment. Their founder, Max Laarmann, has been in trouble for creating fake review sites that push Emma products. I don't think that they can delete this Google review though!

Be aware that they're based in Germany, so you'll have less customer support from them once Brexit is complete. Something their customer service team was gloatingly keen to tell me.

Customer services are terrible to deal with and won't do anything to resolve an issue. They ignored official EU online resolution and refused direct mitigation via the EU Consumer Centre. The ECC has advised they believe Emma Mattresses to be acting outside of consumer law, so small claims court proceedings have been initiated against them.

The mattresses are made in Castle Donington by a factory that makes memory foam mattresses for IKEA, Simba, Nectar and Eve.

Just be careful.

Really poor service
Slow delivery
Would not buy from them regardless of the mattress.
Avoid!

Have bought an Emma mattress, so far so good, but totally HORRIFIED that their delivery drivers entered my house with no PPE, no masks, no gloves during Tier 4 - I have advised my friends that the mattress is fine, but def do not risk getting COVID by Emma's extremely irresponsible handling of deliveries. I should have sent them away on the spot! But they were already in the house and I would have been left with no mattress to sleep on over Christmas. Pretty shocking. I would check their COVID policy if you are looking for a mattress from them anytime soon.