“86 days ago, exactly on December 23, we ordered a mattress from Emma and paid for it immediately. Since then there has been silence. The promised delivery period of early to mid-March has passed without us receiving any notification or explanation.
When we asked customer service, we were succinctly offered to cancel without any further help or information. At the same time, you are bombarding the market with advertising for your 50% Easter sale. It's as if you're making fun of your customers. We don't want to hear any more excuses, we want to finally receive the goods we paid for.
Your service is an imposition. It is shameful that customers like us, who show patience and understanding, are let down like this. We are on the verge of taking legal action because obviously nothing else is getting your attention.
It's high time Emma rethought its priorities and started taking its customers seriously. Finally send us our mattress or be prepared for us and many other customers to look elsewhere.”
“Awful customer service, contradictory emails at every stage, have been waiting over five weeks for a replacement mattress under warranty…..scripted apologies but total incompetence on the part of the company to get something from a warehouse to a lorry”
“Deplorable Customer Service
It has been over two months since I reported issue. After numerous emails/photos they agree to send replacement.
I requested they must complete all quality checks before sending replacement, but this was not done because replacement mattress is damaged. I reported this and once again wasn’t believed and demanded evidence. As I lost the trust, I asked for refund which they have refused. Also they refused to replace the mattress with better quality mattress even I offered to pay the difference in price. Now they refused to collect the damage mattress which is no good to us.
Please don’t buy from this company.”
“I am writing to express my concerns regarding the handling of my recent issue and the communication that has taken place thus far.
I regret to inform you that I am hesitant to provide further details to Emma due to a recent incident where I was threatened with further delays in resolving my problem if I voiced my concerns on social media regarding the ongoing delays with my order and the lackluster customer service I have experienced. Despite numerous email exchanges, there has been minimal progress in addressing my issue.
I understand that you are aware of the authenticity of my claim, as I have provided you with my order number for verification. I am disappointed by the possibility of my complaint being taken down on Trust Pilot, as it seems that there may be attempts to portray a facade of prompt assistance while in reality, there is a lack of genuine concern and a tendency to disregard customer grievances.
I feel it is unjust to silence my feedback, especially when the core issue remains unresolved. It is disheartening to feel as though my concerns are being dismissed, and that efforts to seek assistance are met with resistance rather than resolution.
I kindly urge for your understanding and cooperation in addressing this matter promptly and effectively. I remain hopeful for a satisfactory resolution to be reached as soon as possible.”
“Nothing but issues from the start. Delayed delivery, broken parts on arrival, now mattress lost its shape and another base has broken I won't hold my breath on anything been sorted.
Customer service poor and puts it back on the customer emailing Sunday morning saying reposed in 48hrs or they will close the matter. Shocking service and product avoid at all costs.”
“After having spent a few months sending photos etc of both of our mattresses to customer service each time being given another question to answer. They asked for the order number now one is over two years old the other just under.
Now I can't find the order details they now longer reply to emails, they both have same issue they sag in the middle and it wouldn't be that hard for them to check their system.
The product has a guarantee which you would think they would honour it's obviously a manufacturer issue as this seems to be the reason for a lot of the complaints. I am at fault for not keeping the details and they are comfortable when they are not faulty.
I would advise against buying one”
“Worst mattress I’ve ever slept on. I’m a side sleeper. I’ve gotten terrible bank pain and spasms from the mattress. Never had back pain before this.
Also, they don’t allow you to write reviews on their website with only 1 star and they don’t allow you to comment on their social media. they know that their product is horrible and don’t want people finding out the truth, horrible!”
“I ordered a mattress on 28th December 2023. It is now 14th February 2024 - I neither have my mattress, or the refund I have been asking for.
Initial delivery dates were 3-5 days, then by 8th Jan, then between 22nd-25th Jan.
Emma mattress have been stringing me along the entire time telling me to "rest assured" and that everything is being taken care of.
On 8th Feb, they responded to my email to inform me there had been a "technical issue with my order causing a delay in delivery" - how that can occur when my order was supposedly dispatched on 29th December makes no sense to me! They then said as a gesture of goodwill they would dispatch another mattress, but wouldn't charge me any extra. I'm unsure of how that is a gesture of goodwill?!
It took me to request a refund upwards of 4 times for them to agree to processing my refund. Needless to say, they didn't. I chased them as I hadn't received any notification from PayPal to confirm my refund was in process. They have emailed me today to say that yet again, there has now been "some logistical issues with my refund process, causing a delay".
7 weeks on from the date of order, my issue is still ongoing. I have now had to raise a dispute with PayPal to try and get my money back.
I have never experience such awful customer service in all my life and cannot recommend avoiding this company enough.”
“I returned the mattress in very good condition. It was too hard and not comfortable for us. They are not giving me my refund. They keep saying it has been processed but it hasn’t.
I wished I had never used this company. It is a big con.”
“You gave a delivery date of 10/17 December nothing arrived so I contacted you with little response then I was told it’s with ups then I was sent a message it was delivered no it wasn’t then you said it’s not been sent to ups so I cancelled”
“My experience with the Emma mattress was disappointingly bitter
Dear All,
Myself Manuvel Vincent From India.
My experience with the Emma mattress was disappointingly bitter. While the advertised features sounded promising, the reality fell short of expectations. The comfort level touted in their marketing was simply not there.
Initially, the mattress seemed promising with its claims of superior support and comfort. However, after a few weeks of use, it became apparent that the mattress didn't live up to these promises. The Backpain due to this is severe everday and 100 Days trail is a fake. They won't schedule a pick up even we request them. Such a nasty product”
“Terrible customer service. It’s two months late! I’ve explained to them I ordered this for my third trimester of pregnancy so please could they hurry and and deliver it, I keep getting the same run around that it’s on its way. Please avoid, this has all the hallmarks of a company on financial turmoil so don’t be left without a matress have having spent £100s when they eventually collapse.”
“2 x mattresses ordered and money taken on 25 Nov 2023 via Wowcher.
Delivery promised on or by 11 Dec 2023.
No sign of them.
Have emailed repeatedly and tried the online chat (there is no number to call - red flag!).
The company will not give an answer on when the products will be delivered.
I'm unsure as to my next step.”
“On August 4th I ordered a Premium bed kit from them, paying 1340 euro. To date, neither the products nor the refund that I have asked for so many times have arrived. Customer service is a joke, every time you call they tell you new lies. I have already reported it to the police and consumer protection, I hope that I will receive my money soon.”
“It was really very bad experience, the order didn’t come for 8 weeks , the delivery guy was so rude and left the parcel at door steps even thou we booked premier service , he was arguing and yelling at us”
“I paid them on 20/9. I have not received any updates or any mattress. They don’t respond to emails. No phone number works. They refuse to respond on social media. There is no message centre.”
“. If you are disabled or have limited upper body strength, do not under any circumstance buy their mattress. Though market as a no turn mattress, it will develop a sag after 200 days (another clever marketing piece of disinformation). This is a known fault in this substandard product. Emma then recommends turning every month for the first 6 months then every 3 months thereafter. Unless you have the strength or help to do this it is not suitable for disabled people. Additionally they will only replace the mattress like-for-like so never ending cycle of faulty products not fit for use.”
“Lieferung 0/5
Kundenservice System 0/5
Die Matratze kam nicht,
ohne Information, ohne Rückmeldung einfach stoniert.
Man hat umsonst 2 Monaten gewartet und Rückenschmerzen gekriegt.
Bestelldatum 07.08.23
Heute die letzte Situation : 26.09
Die Bestellung kam seit 2 Monaten nicht. Dazwischen haben die mir keine weitere Information gegeben. Deswegen musste ich immer selber da anrufen und immer über 20 min warten, um erstmal überhaupt mit dem Kundenservice zu telefonieren.
Die haben mir erst vor kurzem (nachdem ich schon 1,5 2 Monaten gewartet habe) versprochen, dass die Matratze unbedingt am Anfang Oktober kommt und das Entschädigungsgeld zum Entschuldigung bezahlt wird, da es zu lang war.
Und plötzlich wurde die Bestellung ohne irgendwelche Rückmeldung stoniert. Das habe ich erst durch "klarna" erfahren. Ich habe da nochmal selber angerufen.
Die Bestellung wurde wirklich stoniert und es gibt kein Entschädigungsgeld, da die Matratze nicht gekommen ist.”
“We have had our mattress for two months, it has a smell that is sickly sour and it persists. It can’t be tolerated. Don’t even waste your time trying to get your money back on the 100 day guarantee, it’s not gonna happen. Emma doesn’t give a fig. Once they have your money, you’re not getting it back. End of story.”
