Emma Colchón Reviews 

NEVER buy from Emma-colchón España store. They're a SCAM!!!
We purchased a bed and had to return it because it didn’t fit in the building. Despite returning it, they never reimbursed us. Also, they customer service is the worst I've ever seen in my life.

The hybrid bed delivered is too hard and bouncy. We have tried to contact Emma for a return for over two weeks with no response whatsoever

On June 29th, I purchased a complete pack from Emma Colchón, including a bed base, a mattress, a mattress protector, and two pillows. The mattress was scheduled for delivery between July 13th and 20th. After several unsuccessful attempts to arrange delivery through their automated WhatsApp system (this from the transportation company, not Emma), it was not possible to receive the items before July 24th, as I was leaving for vacation. I informed Emma Colchones that the delivery would need to take place after August 12th, when I would return.

To my surprise, Emma Colchones contacted me to say that the order had been delivered on July 26th—without notifying me of the delivery date, without me being at home, and without anyone signing for the package. According to the transport company's website, the delivery had been marked as completed on July 16th.

When I returned from vacation, I reached out to Emma Colchones and they informed me that they needed to locate my order, which they eventually found on August 19th in the warehouse—but it was incomplete. They told me the pillows were unavailable and no longer in production, despite the fact that they had initially been part of the complete order ready for delivery.

I tried to understand how a complete order could suddenly become incomplete, but I could not get a logical explanation. Since September 9th, I have been writing and calling repeatedly to have my pack delivered, but I received no response until September 24th, when they told me—astonishingly—that I needed to contact the transport company myself.

After a lengthy conversation, they informed me on September 25th that the order had finally been approved for shipment, with a promised delivery time of 1-3 weeks. However, this delivery never happened. The 21st of October they sent me an email stating that due to unexpected logistical difficulties they were forced to cancel the order (ONE MONTH WAITING TO TELL ME THIS!)

I purchased the pack on June 29th. It is now December 29th, and I still have no trace of the pack or a refund of my money.

This has been a deeply frustrating and unprofessional experience. I strongly advise against purchasing from Emma Colchones, but not only this, To all those who have suffered any type of negligence from Emma, I encourage you to contact the European Consumer Centre in your country and exercise your rights. Moreover, once you complete that claim process, you can always file a claim against Emma for the damages caused (proven damages). Don’t hesitate—stand up for your rights! Make Emma work and repair the harm they have caused!

Whether you like the mattress is a matter of personal preference. I did not. However, don't be fooled by their "easy return policy". There is nothing easy about it. It takes them weeks to get back to you and it's all "automated" so you don't really have anyone to talk to. I initiated my return process weeks ago and am still waiting. Regardless fo the ultimate result (fortunately I still have some time on my trail period) it's important to know that if you don't like the product you will be stuck fighting with a bot for a while!

EDIT Feb 11: Another month gone by. Emma still hasn't returned the stolen money. This is a scam. I recommend you save yourself a lot of pain and suffering and just buy a mattress from a different company.

EDIT: DO NOT BE FOOLED BY THE REPLIES FROM EMMA TO THESE REVIEWS. I will continue to update this review as our case progresses. Despite the reply from Emma on December 26th assuring us that they would handle our case promptly (see below), the stolen money has not been returned. The prompt replies from Emma on trustpilot.com don't actually seem to represent any real intent to address customer complaints - my assumption is that it's just a scheme to fool readers of this site into believing Emma is an honest, responsive business.

To all who are considering buying a mattress from Emma, beware: they took our mattress and our money. That is, we returned the mattress, but they never returned the money. If, by some miracle, they ever return the money they stole from us, it will have been after months of begging and enormous amounts of frustration and wasted time. The money won't even begin to cover the hassle. Do you really want to go through this? My recommendation: buy a different mattress!

Details:
We spent what, for us, was a significant amount of money on a mattress and bed frame subject to their 100-day, no-questions-asked return policy. First, the mattress arrived. It was good. A while later, they attempted to deliver the frame. When the delivery workers realized they couldn't fit it through the stairwell, they took it back with them. Emma offered no alternative, and in fact never contacted us. It seems that as far as they were concerned, the case ended there - that is, Emma imagined we would sleep on the floor, and that they could keep the money we spent on the frame, even though we never laid eyes on it.

Obviously, we decided to return the mattress. This was the single most difficult and painstaking customer service experience we have ever experienced. After many ignored calls, emails, and an in-person visit to the store, they agreed to take it back, and eventually they sent employees to pick it up. "Mattress is gone, and problem is finally solved. Now that Emma has the mattress, we'll get our money back any day now."

That was 4 MONTHS AGO! Still no money. Pestering and begging Emma to return stolen money is essentially a full time job. We've written many emails, and tried calling. Nothing works. The last excuse they made was straight out of the movie Brazil: "We won't return the money unless you can provide proof that the mattress was picked up." The proof is that WE DON'T HAVE THE MATTRESS, YOU DO! We don't know what to do. There's not much to do, other than pray that Emma eventually decides to return the money that was stolen from us. But more importantly, even if they return the money, we will never be compensated for the hours of work and frustration. Under the very best of circumstances, we will regret this purchase.

Future customers: Do you want to go through this? There is a significant probability that you will regret it.

Fantastic mattress - so easy to open and install

Reference 4466118

Hello,
It seems that the only way to get a response is by giving a poor review as emails don’t seem to attract the same attention.
Last week I asked you for the name of the company that will collect the mattress for return and refund, you did not respond!
I also got a phone call and then a WhatsApp from someone called Camilo Cortes who said that they would collect the return on Monday 16th, between 10.00am and 4 pm, I stayed at home all day and no one has been to collect!
Please contact the company urgently and find out why they did not collect and tell them to contact me again by WhatsApp to arrange a new appointment. You seriously need to get your act together regarding customer service, so far my experience has been appalling!

I ordered a matrass but I really felt the matrass too hard. I asked for the return and that is noted but nobody contacts me to pick up the matrass. Calling, emailing, messaging... and still no possibility to return!!

We ordered a bed frame and mattress from Emma Colchon more than a months ago. A day later I received an email that the package has left the warehouse and are on their way via a logistics company called XPO. When ordering the expected delivery time was 2 - 4 weeks. Now more than 4 weeks later I reached out to XPO and the tracking link does not exist. I reached out to Emma Colchon a couple of times for clarity and nobody got back to me. It feels like a major scam.

Update 22 January 2024:
After having blamed the logistics company for all issues that arised I was now informed that the bed was delivered which is simply not true. I will now request a refund which I assume will be a painful process given the past experience.

Stay away from this company!

I think there is something seriously wrong with this company. I don’t blame customer service, it must be decisions by management.

I bought an Emma Hybrid Premium+ in June 2024. Today (10th December 2024) a mattress was finally delivered. However, it is a kikobands mattress. I have seen online that many people have complained about receiving a different mattress to what they ordered. Can you send me what I ordered months ago?

My order number is 0012-V5AYQ6. My contact details are connected to the order, so please don’t ask me to contact you, you should be able to find your customers and contact them directly.

I’ve had vague responses for months, such as blaming “logistics”. Replies are always so slow. It seems the company is overwhelmed but you cannot take peoples’ hard earned money and send them a product they did not purchase.

Please contact me to resolve this situation as I’ve tried other routes and not had success.

pésimo servicio

Edito: NO llamaron as expected

I have tried on several occasions to complain that I have received the incorrect mattress, and as of yet have had no reply. It had now been weeks and nothing but an automated email telling me I'm important. I don't feel it. (Although I have the message below, I still have had no contact via email, update 8th Dec 2024)
- 12/12/2024 - Another email sent to servicioatemma-colchon.es, another customer support reference issued with an automated email. This is painful.
- 19/12/2024 - Having received a message informing me the mattress is correct (different name on the box, my bad) I'm still waiting for a response regarding my sizing. (150cm mattress only expanded to 145cm). issue.

But of a hiccup with delivery and communication but mattress is lovely

Quick delivery and the mattress is very comfortable. It has only been 3 weeks but so far no complaints. Thank you

Great delivery - they even set it up for us. The Hybrid mattress is excellent quality, so far, we are very happy.

The 10 year warranty is a lie. 800 euros wasted on a bad mattress. The mattress changed completely after the trial period ended. They store stopped answering calls right even before the trial period ended, which prevented us from returning the mattress in the trial period. After loads of emails and calls the online department basically tolds us it's our fault that we bought from the store, because they don't have access to the store records.
After other loads of emails they tolds to just accept it because the trial period ended. They refuse to acknowledge that the change is a fault and thus is not under the warranty. The 10 year warranty is a scam.

Update: Order #1931

Fantastic mattress. Perfect service. Nothing to complain about.

0 star Warning, don't buy here. They are scammers. Emma refuses to take the item back and refund my money, you have been warned.