Terrible service. Currently we have been waiting over 2 weeks and Emma have lost our mattress shipment and have been unable to provide us any update on when the delivery will be. Instead of taking res... See more
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Extremely good service. Delivery was good and return and collection of equally well handled. So would be 5 stars but for the mattress which was described as firm but IMO was nowhere near firm (my wife... See more
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I read a lot of reviews before choosing an Emma mattress and I liked the fact there was a good choice of sizes and types of mattress. Delivery was efficient. I needed a big mattress 1.80m x 2.00m so... See more
Company replied
Bought it in the sales but had already heard a lot about the mattress from someone in the family. The whole process of delivery and unpacking were done perfectly. The mattress, from the first night,... See more
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Company details
About Emma Colchón
Written by the company
¡Despierta lo mejor de ti! En Emma tu descanso es nuestra prioridad.
No es nada nuevo para nosotros, y nuestros Expertos del Sueño llevan años diciéndolo. Estamos orgullosos de los productos que fabricamos. Orgullosos de para quién los hacemos. Y orgullosos de que, en un momento dado, seamos la marca que mejore tu descanso.
Nuestro equipo de Atención al Cliente está a tu disposición, de lunes a viernes de 9:00h a 16:00h. Visita nuestra web Preguntas Frecuentes Contactanos Dónde está mi pedido
Emma Colchón
Written by the company
- El colchón online más vendido de Europa
- ¡Compra tu EMMA hoy y despierta lo mejor de ti! Nuestros colchones utilizan materiales de la más alta calidad que te garantizan el descanso que te mereces. ¡Por algo somos el colchón online más vendido de Europa🏆! Hazte con tu EMMA y disfruta de: - Tecnología e innovación alemana - 100 noches de prueba🌙 - 10 años de garantía⭐️ - Envíos y devoluciones gratis📦
Noches de prueba ¿Quieres saber más?
100 noches de prueba en todos nuestros productos
¿Elegir qué productos mejorarán tu descanso sin poder probarlos antes o haberlo hecho durante apenas 10 minutos en una tienda? En Emma sabemos que se necesita más que eso. Nosotros te damos 100 noches de prueba en todos nuestros productos para que te asegures, en casa, durmiendo, que Emma es realmente para ti.
¿No estás 100% satisfecho con algún producto Emma? Sin problema. Ponte en contacto con nuestro equipo de atención al cliente antes de que finalicen tus 100 noches de prueba, y tramitaremos la devolución de forma gratuita, reembolsándote el 100% del importe de tu pedido.
Contact info
3.5
Average
16k reviews
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reasonable price good delivery and very…
reasonable price good delivery and very comfortable
18 January 2024
Reply from Emma Colchón
Hi Keith! Thank you for sharing your experience, which is very valuable to us.
We are glad that you were satisfied with the price and comfort of our mattress, plus the delivery was good.
Thank you for purchasing our mattress and we hope that you continue to enjoy a great sleeping experience, backed by the quality, comfort and durability that characterizes us.
If you have any questions or need help, we are always here to answer them. We will be happy to assist you through our website https://www.emma-colchon.es/. The orange chat symbol will redirect you to personal support Monday to Friday, 09:00 to 18:00
Have a nice weekend!
Greetings,
Mariamerica from team Emma.
Scammer
They don't deliver and invent all sort of reason not to reimburse you (still waiting after 3 months....)
27 September 2023
Unprompted review
El descanso es total
14 January 2024
Reply from Emma Colchón
¡Hola, Yago! Muchas gracias por compartirnos tu experiencia con Emma.
Nos hace muy felices saber que estás disfrutando de un descanso total gracias a nuestro colchón y esperamos que la calidad de tu sueño siga siendo una experiencia maravillosa.
Queremos asegurarte que estamos atentos a cualquier duda que puedas llegar a tener respecto a nuestros artículos, por lo que te compartimos nuestra página: https://www.emma-colchon.es/ de lunes a viernes entre las 09:00 y las 18:00 horas. Será un placer ayudarte.
¡Que tengas un excelente día!
Un saludo,
Diego del equipo de Emma.
Reply from Emma Colchón
¡Hola, Sandra! Muchas gracias por compartir tu experiencia con Emma.
Nos complace saber que estás cómoda con tu orden, que cumpla con tus expectativas mejorando tu descanso.
En Emma la satisfacción de nuestros clientes es lo primordial, cada opinión nos ayuda a mejorar nuestros estándares de calidad.
No dudes en contactarnos para lo que necesites, puedes hacerlo a través de nuestra página:
https: //www.emma-colchon.es/contacts/ quedamos a tu disposición de lunes a viernes de 9:00 a 18:00 horas, estaremos encantados de apoyarte en todo lo que necesites.
¡Te deseamos que tengas un excelente día!
Saludos,
Ana del equipo Emma.
This company is a joke. Do not buy anything here
This company is a joke. Do not buy a mattress here.
I ordered a mattress on 21/11. The confirmation email said that the mattress would arrive between 21/12 and 02/01. A bit long of a wait but ok....
The mattress did not arrive on 01/02 and I got no communication about the delay.
I contacted Emma on their online chat. After a while I'm able to chat with a real person who tells me that they don't know when the mattress will arrive due to a stock problem. They don't offer any compensation for the delay.
I decide to cancel the order. They tell me that the order is cancelled and that I'll receive the confirmation email soon. After 2 days I have not received the confirmation email so I reached out again. After talking to 3 different people a person sends me an email saying that I'll receive the cancelation confirmation email in 3-4 weeks!
So basically they are going to keep my money for 3 months without delivering the product.
4 January 2024
Reply from Emma Colchón
Hello Raul! I want to thank you for sharing your experience with us, and also apologize for the delay in responding.
We regret the delay in the delivery of your order and the inconvenience that led to the cancellation, and that your experience with us has not been satisfactory.
By not receiving a response to our request for information by this means, we ask for your support by contacting us through our contact methods so that we can help you in the best way possible and ensure that you have the experience you deserve.
Contact us through our website: https://www.emma-colchon.es/ from 09:00 to 18:00 from Monday to Friday. You can use our orange chat icon to be redirected to personalized service.
Have a great day!
All the best,
Mariamerica from team Emma
Emma Hybrid Premium Mattress
My recent buy of an Emma Hybrid Premium mattress has been excellent. The mattress offers just the support I need for my back. After a fortnight of using the mattress, I wake up without a backache. Price, communication and delivery, again, excellent.
24 November 2023
Unprompted review
Reply from Emma Colchón
¡Hola, Ann! Muchas gracias por tu comentario tan positivo.
Nos alegramos saber que tus dolores de espalda han mejorado con nuestro colchón, es un gusto saber que nuestros clientes quedan tan satisfechos con los productos.
Quedamos a tu disposición para lo que necesites posteriormente, envíanos mensaje privado y estaremos resolviendo tus dudas de lunes a viernes de 9:00 a 18:00 horas.
¡Desde Emma te deseamos dulces sueños!
Saludos,
Ana del equipo Emma
Perfecto!!
28 December 2023
Reply from Emma Colchón
¡Hola, Marta! Muchas gracias por compartir tu experiencia con Emma. Te pedimos una disculpa por la tardanza en nuestra contestación.
Nos hace muy felices saber que haz disfrutando de la experiencia que te hemos brindado.
En caso que necesites ayuda o tengas alguna pregunta extra a la hora de querer adquirir otro de nuestros productos, no dudes en comunicarte de 09:00 a 16:00 en cualquiera de nuestros canales de servicio a cliente indicados en nuestra pagina web https://www.emma-colchon.es/
¡Gracias por confiar en nosotros para mejorar la calidad de tu descanso!
Un saludo,
Alexis del equipo de Emma
The mattress is harder than I expected…
The mattress is harder than I expected it to be and would be better if it was softer
14 December 2023
Reply from Emma Colchón
Hi, Linda! We appreciate your comment and sincerely apologize for the delay in response.
We are very sorry that the mattress you received did not meet your expectations in terms of firmness.
We strive to offer a wide range of products to meet different needs and preferences. Therefore, we highly value your opinion and we are constantly working to improve our products.
If you have any questions, we will gladly assist you through our website: https://www.emma-colchon.es/. In the orange chat icon you will be redirected for personalized attention from Monday to Friday from 09:00
at 18:00.
Thanks for trusting us!
Regards,
Mariamerica from team Emma.
Horrible servicio, nunca recomendaría a nadie tratar con ellos.
Nadie me da información ni por chat ni por teléfono. Es una vergüenza. Hice el pedido el 20 de noviembre, me llegó el mensaje de que el colchón llegaría el día 4 y nada, el pedido sigue en el mismo estado en la web. Mi mujer está embarazada y tenemos que dormir en el suelo por vuestra culpa y está afectando a nuestra salud.
Horrible servicio, nunca recomendaría a nadie tratar con ellos.
---------------------------------
Nobody gives me any information via chat or phone. It's a shame. I placed the order on 20 November, I got the message that the mattress would arrive on the 4th and nothing, the order is still in the same state on the website. My wife is pregnant, and we have to sleep on the floor because of you and it is affecting our health.
Horrible service, would never recommend to anyone to deal with them.
20 November 2023
Unprompted review
Reply from Emma Colchón
¡Hola, Denis! Gracias por compartirnos tu experiencia. Lamentamos la demora en responder.
Reconocemos la importancia de recibir tu colchón en el tiempo estimado. Te aseguramos que estamos trabajando constantemente para mejorar nuestros tiempos de envio.
Vamos a revisar tu pedido y a tomar las medidas necesarias para poder solucionar tu situación, de igual forma, en un plazo de 24 a 72 horas, estarás recibiendo un mail con información acerca de nuestras acciones tomadas. Ante cualquier otra duda comunícate con nosotros a través de nuestra página: https://www.emma-colchon.es/ de 09:00 a.m. a 18:00. Será un placer apoyarte.
¡Que tengas un excelente día!
Saludos cordiales,
Diego del equipo de Emma.
even i got following message from Emma…
even i got following message from Emma colchon as expected nothing happend, no action no email no phone call
here is emma’s message
Respuesta de Emma Colchón
Hace 2 días
Hi, Chres! Thank you for taking the time to share your experience with us. We apologize for the delay in our response.
We are sorry to hear that your bed arrived without a screw. We want you to know that we are interested in your situation, so you will receive an email to follow up in the next 48 hours.
Please, if there is anything else we can do for you, please contact us through our website We will be happy to help you.
Have a nice day!
Diego from Emma's team.
28 November 2023
Unprompted review
Reply from Emma Colchón
Hi, Chres! We appreciate your feedback and apologize for the delay in responding.
We understand how important it is for you to have your bed complete and how important it is to follow up properly.
We want you to know that we have sent you a follow up email. We assure you that we will find a solution to your situation. If you have any other questions or concerns, please do not hesitate to contact us through our website: https://www.emma-colchon.es/.
Have a great day!
Best regards,
Diego from Emma's team.
Garbage
I've had the mattress since March 2023, and within 4 months the zip had broken and mattress protector zip peals off.
Cannot recommend nor will I ever purchase this mattress again.
1 November 2023
Reply from Emma Colchón
Hi Henry! Thank you for sharing your experience in such detail. We apologize for the delay answer.
We recognize the importance of getting a good night's sleep and we are sad to hear about the mattress protector zipper coming unglued.
We would love to find a solution to your situation and improve your experience with us. Our products are backed by a 10-year warranty and we are happy to help you if you still have the mattress.
Have a great day!
Best regards,
Diego from Emma's team.
Great service
2 August 2023
Perfect product
16 November 2023
Reply from Emma Colchón
¡Hola, Andrew! Muchas gracias por compartir tu experiencia con Emma.
Nos alegra saber que nuestros productos te parecieron perfectos.
Esperamos que sigas disfrutando de nuestros productos por muchos años más.
En Emma la satisfacción de nuestros clientes es lo primordial, cada opinión nos ayuda a mejorar nuestros estándares de calidad.
No dudes en contactarnos para lo que necesites, puedes hacerlo a través de nuestra página:
https: //www.emma-colchon.es/contacts/ quedamos a tu disposición, estaremos encantados de apoyarte en todo.
¡Te deseamos que tengas dulces sueños!
Saludos,
Ana del equipo Emma.
Incredibly bad customer service
Incredibly bad customer service. I am waiting for my bed for more than a month. I have no alternative, because I’m moving to a new house this week. I ordered way in advance for a reason, but they still don’t manage to deliver.
I called with them, not exaggerated, 10-15 times. And they keep giving me different stories and answers. They’re basically lying to keep me quiet. Unacceptable. I literally don’t know what to do know, because I already paid my 1100 euros.
The quality of their mattresses is good, I had one before. However, their service is incredibly amateurish. Customer service open until 18.00? A mature company is open until at least 20.00 to serve their customers after office hours.
Tip: be honest to your customers. If you have no idea where an order is (Lost? Warehouse? On the way? I heard everything) don’t be afraid to tell your customer and fix the problem. We all make mistakes, the art of fixing the problem is what you should focus on.
14 November 2023
Doesn’t even worth 1 star!
Absolute scammers with the worst customer support in the world!!!! We are moving countries and the first thing we did is order their mattress with pillows and mattress cover. Main reason for choosing them was fast delivery. After confirming the order we booked our flight tickets.
Let me tell you, 3-7 business days delivery is an absolute lie! It’s been two weeks and still no update, we have to sleep on a blow up mattress with our 9 months old baby. We are contacting customer support daily but those donkeys are absolutely useless.
At this point, I don’t even care about the quality of the mattress. They have completely ruined it for us and I DO NOT recommend ordering anything from them.
14 November 2023
Unprompted review
We had to order twice the sommier…
We had to order twice the sommier (cama) without getting what we asked for. First, it arrived in the wrong dimensions, and then it arrived broken.
Every time it took at least 2-3 weeks to return it and various days to get replies from customer support for the next steps by email.
We can' complain about the mattress but after sleeping for 1.5 months on our sofa because of mistakes made by Emma or the transportation company, we were expecting some commercial gesture. It didn't happen and after all this back and fourth we opted for a reimbursement and bougt our bed structure at another company and couldn't be happier.
30 September 2023
Extremely poor (nonexistent)…
Extremely poor (nonexistent) communication. They don’t respond to emails; WhatsApp’s or have any other way to contact them. The shipper delivers when it feels like it with no tracking information and also nonexistent customer support. Study Amazon and learn how to treat clients
5 October 2023
Duresa adequada y confortable
20 October 2023
Reply from Emma Colchón
¡Hola, Josep! Muchas gracias por tomarte el tiempo de compartirnos tu experiencia con Emma. Te pedimos una disculpa por nuestra demora en responder.
Nos hace muy felices saber que estés disfrutando de la firmeza y confort de nuestro colchón y esperamos que la calidad de tu sueño siga siendo una experiencia increíble.
Queremos asegurarte que estamos atentos a cualquier duda que puedas llegar a tener respecto a nuestros artículos, por lo que te compartimos nuestros canales de contacto de servicio a cliente, correo electrónico servicio@emma-colchon.es o a nuestro numero +34 919 016 816.
¡Te agradecemos por ser tu elección cuando de dormir se trata!
Diego del equipo de Emma.
It’s a little hard thought it would be…
It’s a little hard thought it would be more comfortable or softer
9 November 2022
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