“The chemical smell from the mattress when first opened took about 4 days to go. The mattress was firm and supportive for about 10 months. After that it started to deteriorate, losing firmness in the middle. Contacted the seller and was offered a topper. Sent someone out to view and was told this was 'normal'. No refund offered after 11 months use. Very poor.”
“Good mattress at a decent price but the worst customer service I've experienced. Paid £39 to have the old mattress picked up on the same day as the new one was delivered (as advertised). The new mattress arrived a day early, but the old mattress wasn't picked up for a full week after that!! So it sat in the hall the entire time. The whole customer services experience was truely awful. They wouldn't provide clarity about when the old mattress was going to be picked up. Just said I had to wait for a courier to contact me. So frustrating. I had to email them about a dozen times to get any useable info and eventually raised a complaint. Still haven't heard back about the complaint. They even have me a wrong complaints email address!! Lol! If I'd know this before I would have used one of the rivals. Awful experience that is still not resolved. Think twice before buying from Emma!”
“I asked you to help me but you didn't. I went to wowcher they didn't help either. I am now £498.97 taken from my bank and they say I can't get my money back. If this is what you are dealing with I think I will tell the whole world”
“Please please don't buy from Emma!!! They illegally coated my card and sent a mattress i never asked for, and now I cannot get a refund, with the only way to contact being their email, operated somewhere underground. Utterly rubbish and bunch of liars, cannot express my frustration without being angry! Ahead of Christmas, this is what you get from Emma! DO NOT BUY!”
“Avoid avoid avoid, simply put this company turns invisible the minute there is a problem, terrible customer service from a company that fails on its values and doesn't follow-through with the promises they make.”
“A copy of my trust pilot review for clarification..
THIEVES AND LIARS
Would love to be able to write a review for the matress, but as it is still undelivered and I have been lied to and misled from day one, and they are too scared to pick up the phone, I am left with the only option of reviewing their service!. I ordered on the 5th and order states 1-3 days delivery, not despatch delivery. So I emailed them as they have no phone number on the 7th having not heard anything and recieved and email stating it was shipped today (7th) and I should be hearing from their courier within 48 hours (so delivery is minimum 5 days then?! Lie number 1!) I then contact their customer service via chat, the only way to do that is to pretend you are buying a matress btw, it is automated unless you are about to spend money, then it is amazingly quick to speak to someone! The guy though tells me he works in sales but doesn't have access to the orders. It must be the only sales team in the world without access to orders! very clever! I then say I want to speak with a human on the phone but that isnt possible, I try to escalate but I cant get anyone to call me. THEN I GET AN EMAIL STATING THEY ARE HOPING TO SHIP MY ORDER TODAY!!! SO IT WAS'NT SHIPPED ON THE 7th AFTER ALL!!!! LIE NUMBER 2!! And I still havent spoken to anyone, or have any idea when it is coming! AND GUESS WHAT? YES YOU KNOW IT...THEY TOOK MY MONEY ALLREADY!!!!
For anyone reading this, I have provided all the details requested in their reply below, via email and via their chat several times, I have also requested a full refund, still awaiting any action.
Further update 10.23 just received an email to say they have cancelled my order and I will recieve a refund within 3-14 days, no explanation, no apology, total waste of time from a completely useless pack of liars. NEVER USE THIS COMPANY! Look on reviews.co.uk to get a better picture of what to expect if you do.
Further update 10.28 having allready told me the order was cancelled they send me delivery date of the 14th nine days after ordering and for a cancelled order. If they had told me the 14th the day I ordered that would probably have been acceptable, but it has taken hours of agrevation and me cancelling the order to get a delivery date. Needless to say I will shop elsewhere.”
“THIEVES AND LIARS
Would love to be able to write a review for the matress, but as it is still undelivered and I have been lied to and misled from day one, and they are too scared to pick up the phone, I am left with the only option of reviewing their service!. I ordered on the 5th and order states 1-3 days delivery, not despatch delivery. So I emailed them as they have no phone number on the 7th having not heard anything and recieved and email stating it was shipped today (7th) and I should be hearing from their courier within 48 hours (so delivery is minimum 5 days then?! Lie number 1!) I then contact their customer service via chat, the only way to do that is to pretend you are buying a matress btw, it is automated unless you are about to spend money, then it is amazingly quick to speak to someone! The guy though tells me he works in sales but doesn't have access to the orders. It must be the only sales team in the world without access to orders! very clever! I then say I want to speak with a human on the phone but that isnt possible, I try to escalate but I cant get anyone to call me. THEN I GET AN EMAIL STATING THEY ARE HOPING TO SHIP MY ORDER TODAY!!! SO IT WAS'NT SHIPPED ON THE 7th AFTER ALL!!!! LIE NUMBER 2!! And I still havent spoken to anyone, or have any idea when it is coming! AND GUESS WHAT? YES YOU KNOW IT...THEY TOOK MY MONEY ALLREADY!!!! looking on here I can only say shame on TRUSTPILOT for deleting bad reviews of their service!”
“waiting for weeks for a mattress and the only way you can get a reply which is via twitter and Emma has deleted their account.
Also, I noticed bad reviews removed from the trust pilot.
Dodgy Dodgy Emma”
“Dangerous Fumes
The production of this mattress, and materials used, produces dangerous fumes that are being constantly released when it is new in your home and lasts thereafter for many month. You sweat at night as your body tries to get rid of the toxins. It is really comfortable and you can sleep for hours but even after airing it for days as soon as it gets heated with the warmth of your body the smells start coming through again. My mattress has two protectors and one old duvet and sheet on top of it. I then lie on top of the sheet but you can still smell the scent of the mattress on the sheets in the morning and the underside of the pillow smells too. its tempting to keep sleeping on it but it cant be safe, not in the long term.”
“I placed an order in October 2017 for a double mattress, it arrived ok and was nice for the first 18 months or so.
I then contacted them and received an email saying they had received my ticket, this was back in may 2019, still yet to get a response. I then contacted them again a week ago and still no response. I have tried contacting them by their contact us page and email address.
The mattress has become ridiculously uncomfortable. It clearly isn't made to last.
I can't get hold of their support at all so i can't even claim on their 10 year warranty.
I certainly would not recommend them to anyone at this point.
Its a real shame as it was nice an comfy when it arrived.
UPADATE 09/03/2020
After posting this review I instantly got a response from EMMA, very strange...
They did send me a new mattress, unfortunately this one is not as comfortable as the original one was, I wanted to send it back for a full or partial refund as they are supposed to last 10 years, according to EMMA. Unfortunately they wont take it back and have failed to respond to my last two emails about the issue. I now have two EMMA mattresses both of which are very uncomfortable.
I do not recommend this company to anyone, they have very poor customer service in my opinion and I will never use them again. Hopefully this review helps others to save their money and not make the same mistake I did.”
“Purchasers of a Renewed Emma Mattress Beware
First of all some context! We opted for a Renewed Emma mattress and we are happy with the mattress itself. I’d say 4 stars out of 5. Firm but comfy if a little on the warm side for my taste.
Primarily then this review is about Emma customer service which I’d give 2 stars out of 5, hence the overall average of 3 stars.
We contacted Emma after our purchase to buy a mattress protector. At the same time I enquired about purchasing a comfort layer.
The comfort layer is an extra added freebie for those who purchase direct from Emma and who feel the mattress is either too hard, or too soft for them. The appropriate comfort layer is sent free of charge.
I knew this before I opted for a renewed mattress and accepted that. It makes sense to give those who bought the new mattress direct a little perk. So my enquiry with customer service was essentially how much will it cost me, as a renewed mattress purchaser, to buy the comfort layer directly?
Turns out that if you buy a renewed mattress from Emma that they will not send you a comfort layer under any circumstances and at any cost! It’s simply not an option to those customers who, like me, are quite prepared to pay extra for it.
Making the comfort layer unavailable to customers who are prepared to pay for it seems like a very odd business decision.
It evidences a complete disregard for the comfort of those who opted for renewed versions. I made my feelings known to Emma customer service but they were unmoved.
What a way to tarnish the overall customer experience. A real shame when the product is so good.”
“No problem with ordering or delivery. Mattress not as good as advertised. Returned on 31st July. Now 13th August and still no refund. Every time phoned up told it was being dealt with and would be a couple of days. Customer service that could care less. Verging on fraudulent trading in my opinion.”
“No mattress, No customer service,
I have been promised a number of delivery days but so far the mattress has not been dispatched, after three days of phone calls I have found out that apart from lying and putting customers off they have no stock and no time scale for my delivery.
If you want a mattress my only advice is to buy elsewhere.”
“Having received the mattress, and comparing to it to the information on the Emma mattress website, in my opinion, the technical claims that they make to get you to buy this product are grossly exaggerated and it is not a British mattress; the company is German and I paid a German company. The mattress looks very different to the 'technical' one shown on their website. I feel like I was conned.”
