Seems there is a widespread problem with the supply of 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 Still no refund, but note the elusive "Gerald from Emma" has been replaced by "Paul from Emma".