I cannot express how furious I am with the appalling customer service I’ve received from Emma Mattress. What should have been a straightforward purchase has turned into an absolute nightmare, and I regret ever trusting this company with my order. I placed my order on 30th November, expecting delivery in a reasonable timeframe. On 3rd December, I was told my order had been dispatched. By 12th December, nothing had arrived, so I called customer service. That’s when I learned my order was sitting at a UPS warehouse because of an “incorrect address.” Instead of fixing their own mistake, Emma Mattress told me to contact UPS myself. Seriously? It’s YOUR job to ensure correct delivery, not mine! When I finally got the mattress on 13th December, the pillows and mattress protector were missing. I called again and explained—for the second time—that I needed the items before 18th December because I was going away and couldn’t have parcels sitting on my doorstep for days. I even told them the items were for elderly family members staying with us for Christmas. I was reassured everything would be sorted. Guess what? On 17th December, I got a notification saying the missing items had been delivered. Spoiler alert: NOTHING WAS DELIVERED. I called (again!) and was told the items had been returned to the warehouse because their agent only rerouted the mattress and ignored the rest of my order. What’s worse? They said redelivery would take 3–5 working days—AFTER I had explicitly said I’d be away. When I asked to escalate the issue or speak to a supervisor, I was told there’s “no escalation process.” Are you kidding me? No accountability, no resolution, just a dismissive attitude while I’m left scrambling to fix their incompetence. Because of Emma’s failure to deliver, I had to go out over Christmas and buy new pillows and a mattress protector myself, leaving me out of pocket. The stress, frustration, and sheer hassle they caused are unforgivable. Emma Mattress products may be decent, but the customer service is abysmal. They don’t care about their customers or take responsibility for their mistakes. Save yourself the trouble and buy elsewhere—this company is NOT worth the headache. I will be leaving this review everywhere and sharing my experience widely to warn others. Emma Mattress, I’m still waiting for reimbursement and compensation. Sort yourselves out!