“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.”
