Emma Sleep Canada レビュー 187

Bought an Emma mattress 1.5 years ago, lured by that big shiny 10-year warranty. Fast-forward to this year: I did the unthinkable — I used the built-in handle to slide it a few inches. You know, the handle that's literally sewn on there?
POP. The cover tore open like cheap wrapping paper on Christmas morning. Exposed foam everywhere. EW.
Contacted support. First response: "Not covered — misuse!" After I pushed back: "Sorry, we don't have replacement covers anymore… but here's a mattress protector! 😊"
A protector. On a mattress whose actual cover is now flapping in the breeze like a sad flag of surrender. Because nothing says "10-year guarantee" like slapping a napkin on a leaky foam wound.
Now my bed looks like it survived a bear attack and my sleep is haunted by the constant reminder that "premium mattress" apparently means "good until you breathe on it wrong."
Emma, if your 10-year warranty is this fragile, maybe market it as a "10-minute warranty on the cover." Something that literally could happen to any of you within 10 minutes of placing your mattress on your bed. And by what I have seen re. their 100-day return policy, I would NOT trust that. Would not buy again.

Very poor experience with Emma Sleep.

Our mattress is under 2 years old and still within the 10-year warranty, yet the handle has come apart during normal use. This clearly indicates a defect, not wear and tear.

Despite multiple emails, no repair or real solution was ever offered. I was repeatedly given the same response and offered a mattress protector, which does not fix the issue.

I even offered to arrange a repair myself and asked for support, which was refused. I have now had to pay for the repair independently due to Emma’s failure to provide any proper resolution.

Emma has also confirmed they cannot supply replacement covers, meaning their warranty cannot be fulfilled in practice. The case was then closed without resolving the issue.

I have filed a complaint with Consumer Protection Ontario and am taking this further legally.

One of the worst mattress purchases I’ve ever made. We moved this from the guest room to our main room recently and it has been a nightmare. The edges have no structural integrity and "fold" under any weight. After just a short time using it, I'm dealing with constant back pain. I’m stuck with it now since the trial period has passed, but I wish I could go back and return it. Buyer beware.

Do not fall for Emma Canada’s marketing. They heavily advertise a "100-night risk-free trial" with "hassle-free, free of cost returns." My experience was the exact opposite. Returning a mattress that didn't work for me turned into a weeks-long battle of attrition designed to make me give up.

​If you try to return a mattress, be prepared for their customer service to use every trick in the book to avoid giving you a full refund:

​The "Keep It" Lowball: Instead of processing my return, they immediately offered a 70% partial refund to just keep a mattress I couldn't sleep on.

​Making YOU the Logistics Company: They explicitly state they "do not offer a pickup service" and expect YOU to find a local charity to take it, or pay for disposal yourself. Finding a charity in Calgary that accepts used mattresses is nearly impossible due to health regulations.

​Making Up Fake Rules: One agent actually tried to tell me that the free return policy only applies to "unopened" products. How exactly are you supposed to test a mattress for 100 nights without opening it?

​Running Out the Clock: When they finally arranged a charity pickup after weeks of arguing, the scheduled date was magically after my 100-day trial expired.

​Intimidation Tactics: When I demanded my refund before my legal 100-day window closed, they tried to scare me off by saying that if I initiate a credit card chargeback, it would take "up to 90 days" and they would stop helping me.

​I only got my full refund because I flat-out refused to back down, quoted the Alberta Consumer Protection Act, and formally threatened them with a credit card chargeback.

​If you buy from Emma, know that the "hassle-free return" does not exist. They will fight you for every penny and try to transfer all logistical and financial risks onto you. Save yourself the headache and buy from a company that actually honors its promises.

DO NOT BUY! False advertisment and bad costumer service! Mattress quality is ok but too firm and uncomfortable. We went to return well within the 90 day window for a full refund but they refuse to take the mattress back or refund. After a week of Emma's customer service dodging my emails they try to gaslight me into only taking a half refund "as a convenient and popular option" leaving me with a mattress I still have to get rid of myself.

Easy to order.
Easy to have delivered
Easy to get out of box and unto bed
Comfortable in a different way to other bed coverings.
Only one problem, it’s white .That will not prevent it from being used and enjoyed , a colour would have cut down on getting dirty ore quickly

Belle expérience confortable et moelleux comme j’aime. Il me manque les 2 oreillers le no de ma facture est #47156CA

Fast delivery and great customer service!

Emma sleep's team is just amazing! The shipping is very fast and directly to your door. Very convenient! I was able to unwrap the matress by myself.

Great quality. Good fabric. 100% would recommend.

Easy to deal with, zero smell when opening the mattress, set up is simple and straight forward. Love how quickly the mattress is ready for use!! It's the perfect firmness where you don't sink in, but feel supported and cozy.

DO NOT BUY THEIR MATTRESS AS THEY DO NOT HONOR THEIR 100 NIGHT SLEEP TRIAL

THEIR RESPONSE JUST PROVES MY POINT!!!

After a very long wait for delivery that required me to contact them several times. Once I began using the mattress, I found it very hard and uncomfortable I experienced pain and discomfort and decided to return it within the 100-Night Trial period.

When I contacted Emma to initiate a return, they refused to arrange pickup because the mattress had been unpacked. HOW CAN I TRY IT UNLESS IT IS UNPACKED!!!Instead, they informed me that I was required to donate or dispose of the mattress myself and provide proof in order to receive a refund. This requirement was not clearly disclosed in their advertising of a “hassle-free” trial at the time of purchase.

I explained that I did not believe it was reasonable for a consumer to be required to independently arrange donation or disposal of a large item in order to receive a refund for a product returned within the trial period.

Emma maintained their position and further advised that if I was unwilling or unable to donate the mattress, they would only offer a 70% refund. I believe this amounts to pressure to accept a reduced refund despite returning the product within the trial window.

In an effort to comply, I contacted 1-800-GOT-JUNK to ask about donation options. I was informed that charities do not accept used mattresses due to bed bug and health concerns. They confirmed that while they can remove a mattress for disposal, this service is fee-based and no charity receipt or donation confirmation would be provided, as the mattress cannot be donated.

The representative also indicated that other mattress-in-a-box companies arrange and pay for removal services in similar situations, though 1-800-GOT-JUNK does not provide donation certificates for mattresses.

I relayed this information to Emma and asked whether they could arrange and pay for removal, given that donation was not possible. Emma refused and continued to insist that I must personally donate or dispose of the mattress to qualify for a refund.

I also asked whether I could give the mattress away for free to an individual via Facebook Marketplace so it could still be reused. Emma explicitly refused, stating that donations to individuals are not permitted and that only donations to registered charities, organizations, or churches are acceptable — despite the fact that such organizations do not accept mattresses.

At this point, there have been 23 email exchanges with Emma, and the issue remains unresolved. I stopped using the mattress due to discomfort and now have a large mattress that I must store in my home while Emma continues to deny a full refund unless I meet conditions that are not realistically achievable.

I believe Emma’s return process is misleading. Their advertising of a “100-Night Trial” and “hassle-free returns” does not clearly disclose that consumers may be required to personally arrange and pay for disposal or accept a reduced refund if donation is not possible. This places an unreasonable burden on the consumer and effectively undermines the trial guarantee.

I am a back sleeper. and I have found the pillow which is of medium firm and medium loft comfortable. The adjustable fill which allows for personalized height is an extra bonus. I bought 4 at a discounted price, and am happy with my purchase.

Great product and Service, but delivery took longer than outlined when purchased.

Great bed, firm, doesn't move, comfortable. Cheaper than most mattresses in same category. Delivery on time. I recommend it.

The service was fast and the assistance was immediate. From the moment I placed my order, everything went smoothly. The product is excellent quality, and I can truly feel the difference. Since using my Emma mattress, I sleep much better and wake up more rested. I highly recommend it for anyone looking to improve their sleep

La livraison a été rapide et tout était bien emballé. Le matelas n'est ni trop ferme ni trop mou, mais nous avons eu besoin d'une période d'adaptation. Mon conjoint avait mal au dos dans le premier mois du changement.

i still didnt receive my order .since Jan the 6th we ordered but still didnt have our mattress .i would NOT going back to this company ever again
My kids still sleeping on the blanket.im so mad and helpless since customer service so horrible order number 46925CA i only can chat with the no soul AI so mad

This is our second Emma mattress very comfortable good support. Came in about a week. Bought it on a Black Friday sale and saved $200.