Emmasleep レビュー 

The mattress itself seems fine, but nothing to write home about. The service, however, is genuinely shocking.

The day after I purchased my mattress it showed that it came with a free mattress protector - I enquired as to whether I could qualify for this and they advised I'd have to send back the used mattress and order a new one to get the free protector - baffling since mattresses are notoriously one of the worst things for the environment.

Other issues included the service to remove old mattresses inexplicably "not being available" so I was left to figure out a solution; my purchase supposedly coming with a £45 voucher they now claim to know nothing about; and staff telling me I was lying about having contacted Emma previously and receiving no response. On which note - they also don't respond to emails. Ever.

DONT BUY THEIR ORIGINAL HYBRID MATTRESS. REALLY BAD QUALITY AND FRANKLY NOT WORTH EVEN £50.

I bought this mattress less than 2 years ago and now is gone so soft that you sink in it when you sleep and its impossible to sleep on it. Had to turn it so often as well. It has become totally unusable. Tried to request a refund from them but they made my life hell and want me to take all sorts of videos and photos and effectively do a product quality check which they should be doing this. What's worse in their terms and condition it does not even stipulate that in case of refund request customers have to go through to many hoops and mountains before they even approve a refund or replacement. Currently as things stand I will be taking them to court and will post online as to the progress on that front so the wider public is aware before buying anything from Emma Sleep.

I ordered a single size premium mattress topper on 23rd September with an expected delivery date of 30/9. Unfortunately the delivery didn't happen after which, another 4 weeks passed with several phone calls to their help line, where I was advised on 2 occasions that my order was in their warehouse, awaiting delivery, but with no valid explanation as to the continued delay. The only good thing about the entire situation, is that having lost all hope of ever receiving my order, I requested its cancellation and did receive a full refund.

Mattress seemed fine for the first year. Then the problems started. Foam layers peeling away, Voids between the springs and outer edge of the mattress, that eventually give way and become a crack down the entire length of the mattress. To top things off, I have been waiting 21 days for a refund and I still don’t have it. Doesn’t help when their customer service phone line is in the Philippines. Avoid this company. Emma mattress are an over rated company with thousands of fake reviews. Don’t fall for them like I did. You’ve been warned!!!

Ordered mattress and paid online, delivery date came and went. Contacting them then proved difficult, ended up contacting .com as well as .UK. No one seemed to know why I hadn't received the mattress. This went on for weeks. So did the process of getting a refund.

My faulty mattress was returned a month ago, was told initially that the refund would take 2 weeks. Waited 2 weeks, contacted them, told to wait another 2 weeks. Now a month since collection, no mattress and no refund.

A bank transfer usually takes 2 hours not two weeks. According to my bank even an international transfer takes 5-7 days maximum, so it appears lots of stalling seems to be taking place.

If I look on Trustpilot I see much of the same thing with people complaining about refunds.

I want to return the mattress as it is uncomfortable and has lost its shape after only 3 months. They do not respond to emails, when I try to return the mattress under the 200 night free trial, the portal they have set up says my order number is incorrect! I have tried to call and I have emailed customers services over 10 times and have not had a response. Shocking service and I wouldn’t waste your money if you are considering buying a mattress from this sham of a company.

Everyone posting on here would be better off posting on the Emma sleep uk pages. Emma UK actually seem to monitor posts on there to the extent that you will at least receive a computer generated auto response to your complaint apologising for your pain and promising to make it all go away...

I am not sure where to start to be honest. Its been a a complete debacle.
I realised there was a fault of my Emma original Mattress in Aug 2024, the mattress ahd started to sink in the middle. I only bought in Dec 2020. After sending the pictures to the Support team they confirmed the fault and said they could do collection and refund only as the original Mattress was no longer in production.
I asked them if they could upgrade me to the next mattress and they said No, even if I paid the difference they said NO.
I could only process the collection and refund once I have a new mattress. So I ordered the Emma Next Gen mattress on 11/09/2024 which was only a £10 difference. The delivery time was 2-3 weeks and was supposed to be delivered on 2/10. There was no communication and after endless emails and back and forth and excuses from the customer support team, I received the mattress today.

To my horror The Emma Next Gen mattress was nothing like what it showed on the website. 3 thin pieces of foam badly put together, not even aligned with bit hanging off and coils with no support or cushioning like on the website, just open coil springs you can put your hand through, and a top layer of foam was missing.

I am just appalled at the level of service and product.

The customer service team are unable to do anything and the management don't listen and do anything.

At this stage I am lost for words.

DO NOT BUY ONE!

I honestly believe I would get more comfort sleeping on my drive. We purchased the Emma Original 2 years ago. We complained well before our trial expired and were fobbed off with a free soft topper, in fact they sent 2 and we were told we had to be patient and it would soften. It never has and still remains like concrete. The customer service is shocking, the time delay in correspondence means nothing at all happens quickly and by phoning you are in an automated system forever. I have a terminal illness and comfort is paramount. I wake up with more pains and aches and stiffness than the cancer gives me after a night on an Emma and have done since the day it arrived. Nobody at Emma was interested or empathetic. Give it time Madam.... Time has changed nothing, toppers have changed nothing and it remains like concrete 2 years later. DO NOT buy one. I am lucky to be alive, although my back and neck would not call themselves lucky. The stiffness and suffering of both myself and my partner is shameful. Just constantly told be patient it will soften. Trial period makes no difference as they do anything not to satisfy the customer regardless.

Worst experience ever. Got delivered the wrong items multiple times (got 2x the same part of a bed, 2x a mattress where I ordered bed slats). Pickups did not come in time. These mattresses were in our hallway disturbing our neighbors for far too long. Customer support (although friendly) was not able to address this correctly. After asking for refunds to make sure this was all behind me it still took them weeks to resolve the issues. Overall I lost a lot of energy on this and as a pregnant women I have been sleeping on the floor for far too long.

On 06/09/24 I ordered an Emma Original mattress in size 140 x 200. I have since received emails saying the delivery would be a little bit delayed to production issues, then an email saying it was with the courier, with a tracker. As there was no progress, on 16/09/24 I sent Emma support an email asking whether this was a scam. They said the mail was genuine but they are no longer producing this mattress and I would be reimbursed within 7 to 14 days. By now, 14/10/24, I still haven't received my refund and when I asked why the Emma original is still on the website if it isn't being produced anymore, I was told they were going to change this. 5 weeks later it's still there! This feels like a scam company, not like a genuine company. They have had my money for 6 weeks, despite knowing that they were never going to deliver the mattress. On 02/10/24, I received an invoice, which seems to point to this order not having been cancelled and still making its way through the system despite Emma knowing they were NEVER going to deliver this mattress as it has been discontinued. This is not acceptable. I lodged an official complaint with Emma. Again, very polished answer but no money back. Be very careful with this company!!!

I bought an Emma mattress 2 years ago and didn't have any issues with delivery like most of the reviews on here however I am now looking for another as the divots from where we have been lying are now permanent meaning I no longer sleep well and have constant back ache. For the amount of money spent I expected a better longer lasting product. I certainly won't be buying another Emma mattress.

Ordered 3 weeks ago still no sign of delivery they even don’t know when the mattress will be delivered very disappointing experience never buy from them they will sell your product then forget about it

The mattress you gave me is clearly an old mattress that was organised and sent when I wished for a refund after waiting over 1.5 months! After sending the email wishing for a refund, I got an email saying the mattress was ready to be dispatched! Coincidence? I think not! Instead what we received, after waiting for over a month, was a mattress with a massive rip from a blade and stains all over the mattress. Like a crack head lived on the mattress before sending it to me. I love the quality control prior to sending these products. It felt very personal and heart warming that Emma cares this much, instead of issuing a refund from the beginning. Normal retailers would refund straight away when the customer is unhappy and offer a discount to encourage them to repurchase from them. However, Emma has gone that step further to make sure customers understand they represent terrible quality of product and even worse customer service.

For that reason, I wish this collection is successful and the refund is processed ASAP. And I hope I never have to talk to you ever again. I will definitely be sharing this wonderful experience to every person I know within my neighbourhood, community and social media. Thank you for this life experience, and I think you have mastered the worst customer service and product of all time and that is definitely something you can be proud and keep on your notice board and all review platforms.

I look forward to getting my money back.

Guys this is a joke really
Its just a sponge it doesnt even cost 20£ I opened it from inside i was shocked how cheap you are
You dont even bother to spend a little bit more i understand SCAM but this is KILLING not scamming you deserve the rope around the neck because you do t belong in this world

Same issues like many others. No delivery at all. Looks like a common problem and scam

The mattresses are very cheaply made and do not hold their shape at all. Within a week you'll start to feel an indentation where you have been sleeping previously. This gets worse over time. Both me and my wife started to experience back pain after a few weeks, which we have otherwise never had. This is from where you sink into the mattress. (I'm 6ft, 11st 5 and my wife is 5ft and weighs next to nothing!) After 60 nights we decided we wanted to return for a refund...

The returns request is supposed to be easy... "if for whatever reason you're not 100% happy, you can send it back for free - no questions asked. All you need to do is write an email to our Customer Service"

I initiated the return on the website and emailed customer services. Just to be certain, I also called customer services and was told to wait for 5 days. (There is supposed to be a link in the email to arrange the return, but this does not work as it has been disabled).

After a week of hearing nothing, I called again and this time was asked a lot of questions about why I wanted to return and was initially told only an exchange would be made. I had to insist on a return and a refund, and I've been told again to wait again another 5 days for someone to be in touch about my return...

On querying the process, I have learned that Emma wont automatically issue a refund either, but you have to call again to request a refund when you think Emma have had sufficient time to acknowledge the returned item has been received at their warehouse! This makes no sense, and is simply to frustrate the returns process and withhold money from the customer for as long as possible.

There is no way Emma is legitimately winning awards for its mattresses. I ignored TrustPilot reviews when making my initial purchase and wished I hadn't.

When the courier drivers delivered my mattress, they had a few ratcheted inside their van. They advised they collect as many as they deliver...

Please be warned.

Seems there is a serious problem with Emma Mattresses at the moment. Like others we ordered our mattress weeks ago (August). Still no Mattress, useless to non existent support. Wish I had read these reviews. Save yourself the hassle and avoid!!!
After many calls, with the same unhelpful responses and no clear indication that we would ever see the mattress we ordered, we decided to cancel the order.
The cancellation process apparently takes 5 days!!!
Avoid, Avoid, Avoid!!
Update. 7 days has elapsed since we requested a refund. I have just contacted "Emma" who told me "The order is still being processed and has not been cancelled". I was told the same as last time, the cancellation would have to be processed through the warehouse and could now take 7-14 days for my refund of around £800.
Take my advice, Never Ever deal with Emma Mattresses.
Today is 27th September. The advisor yesterday said she would contact us today to update us. No surprise, we never got a call.
I phoned today to learn, there is a "cancellation process" then there is a separate "repayment process" which takes a further 14 days!! What an absolute farce.
Also, predictably, I am still waiting for a reply from "Gerald" who responded to my first feedback with offers to sort it out.
It is now the 30th September. Still no refund, but note the elusive "Gerald from Emma" has been replaced by "Paul from Emma".

Update 7th October. Now breathing again! Received refund from "Emma"
Contrary to Gerald's message, I emailed his account with full details. Anyway, I learnt a good lesson, "Don't buy a mattress from Emma!"
Case Closed!

Date of experience: 18 September 2024

Vi vill starkt avråda alla från att handla från företaget Emma. Vi beställde en madrass via deras webbshop som aldrig levererades. Under hela processen har vi mötts av total tystnad – ingen kommunikation, inga besked, inget stöd. När vi till slut avbeställde madrassen har vi fortfarande inte fått tillbaka våra pengar, trots flera påminnelser. Detta är inte bara dålig kundservice, det är oacceptabelt. Vi kan inte rekommendera någon att göra affärer med ett företag som beter sig så här. Det är också oroande att ett företag som inte klarar av grundläggande kundansvar kanske är på väg mot allvarliga ekonomiska problem, om inte värre. Handla med försiktighet.

We strongly advise against purchasing from the company Emma. We ordered a mattress through their webshop that was never delivered. Throughout the process, we were met with complete silence – no communication, no updates, no support. When we finally canceled the order, we still haven’t received a refund, despite multiple reminders. This isn’t just poor customer service, it’s unacceptable. We cannot recommend doing business with a company that behaves in this manner. It’s also concerning that a company unable to manage basic customer responsibilities might be heading toward serious financial trouble, if not worse. Proceed with caution.