Really good products, I was a customer back in Brasil before moving here. Next one is a mattress as soon somo discounts are available.
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See what reviewers are saying
Already for the second time Emma is not keeping the promised delivery time (3-5 days) they announce on their website when buying. Afterwards I received an order confirmation that states a delivery tim... See more
Company replied
The topper is very nice, firm and definitely recommend but only issue is we feel very warm during sleep, may be our body temperature is trapped from bedsheet and topper, we need to think about altern... See more
Company replied
The mattress is awesome. Our sleeping quality has been improved dramatically. It is a life changing experience. The one negative point was the delivery. I asked him to take off his shoes when he... See more
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Company details
Written by the company
Unsere Mission bei Emma – The Sleep Company ist ganz einfach: Menschen dabei zu helfen, durch unsere Produkte eine erholsame Nacht und einen erholten Morgen zu genießen. Wir bieten Dir mithilfe unserer Produkte (bspw. unseren Kissen, Betten, Topper und Matratzen) und dem wissenschaftlichen Engagement unserer Schlafexpert*innen Deine optimale Schlafqualität.
Unser Schlafversprechen
Written by the company
- Bis zu 10 Jahre Garantie
- Wir sind so überzeugt von der Qualität unserer Produkte, dass wir Dir extra Garantie on top geben. Die individuellen Garantien auf unsere Produkte kannst Du in unseren AGB nachlesen.
- Bis zu 100 Nächte Probeschlafen
- Bestell ganz einfach Deine optimalen Schlafprodukte bei uns und probiere sie bis zu 100 Nächte in Deinen eigenen vier Wänden aus.
- Kostenlose Lieferung & Rücksendung
- Unsere Emma ist nicht das richtige Produkt für Dich? Kein Problem! Ganz ohne Widerworte oder Zurückrollen in den Karton holen wir sie kostenlos wieder bei Dir ab.
Über Emma Matratze
Gewählt zum Kundenservice des Jahres 2026
Wir tun unser Bestes um uns stetig weiterzuentwickeln - jetzt wurden wir dafür mit dem Award "Gewählt zum Kundenservice des Jahres 2026" in der DACH-Region ausgezeichnet!
Contact info
Frankfurt am Main, Germany
- https://www.emma-matratze.de/
- emma-matratze.de
BLACK FRIDAY WOCHEN: Bis zu 50% Rabatt
4.0
Great
54k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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See how their reviews and ratings are sourced, scored, and moderated.
Cheap mattresses that don't live up to…
Cheap mattresses that don't live up to their Hype. The handles on the side ripped on the first use. After a year there is a clearly noticeable hollow spot, the sides seem to roll over and it got very soft pretty fast. Regret getting one.
10 June 2025
Unprompted review
Reply from Emma Matratze
Hallo Dominik, wir bedauern das Problem mit Ihrer letzten Bestellung sehr. Unsere Matratzen haben eine 10-jährige Garantie und wir sind bestrebt, Ihnen bestmöglich zu helfen, bis Sie zufrieden sind. Für weitere Hilfe habe ich Ihre Informationen hier auf Trustpilot angefordert. Könnten Sie sie mir zusenden, damit ich Ihre Bestellung verfolgen kann? Viele Grüße, Ihr EMMA-Team.
Reply from Emma Matratze
Hallo Enkelejda, vielen Dank, dass Du Dein Feedback hier gelassen hast. Es tut mir sehr leid, dass Dir die Qualität und der Service, den Du erhalten hast, nicht gefallen, aber ich bin entschlossen, den Eindruck, den Du bei uns hast, zu ändern und ich bin sicher, dass ich Dir helfen und alle Deine Bedenken in der E-Mail lösen kann, die ich Dir gerade geschickt habe. Bitte überprüfe Deinen privaten E-Mail-Posteingang, da ich Dir gerade eine E-Mail geschickt habe. Herzliche Grüße, das Emma-Team!
Very smooth process
Very smooth process, good quality products. The delivery was perfect this time. This is my second order with Emma. I had some problems the first time with the delivery which they solved successfully. I had made some suggestions to Emma to improve the delivery and they followed those suggestions. Very rare a company listens to their customers like that! Thank you
23 May 2025
Unprompted review
Reply from Emma Matratze
Hello Marie-Helene,
thank you very much for taking the time to share your experience with us and for the great review. We're thrilled that you are satisfied with the quality of your products, and our delivery process. I want to assure you that we truly take your feedback and suggestions into consideration as they help us to keep improving our services and products. We wish you sweet dreams and hope that we continue to provide you with the quality and comfort you expect for many years to come. Thank you for your trust in Emma.
Best wishes,
Emma team.
Delivered on time and following the…
Delivered on time and following the instructions I asked to be followed. The mattress was in excellent conditions and so far, the product has accomplished the quality and standard characteristics.
16 May 2025
Reply from Emma Matratze
Hallo Sarahí, vielen Dank für dein positives Feedback! Wir freuen uns, dass deine Lieferung pünktlich erfolgte und die Matratze in einwandfreiem Zustand bei dir ankam. Schön zu wissen, dass sie deinen Qualitätsansprüchen entspricht. Viel Spaß mit deiner neuen Matratze! Viele Grüße, dein EMMA-Team.🤩💖
Unacceptable quality - do not buy
I have purchased Emma Schlafsofa in 2023. The sofa started to fall apart already in 1st year and today, two years later it fall apart. 1200 EUR just for two years of use.
The same happened with Emma Premium Stauraumbett. Half year and bed's lifting system is broken.
Unacceptable quality, cheapest materials are used for the production.
IKEA sofas and beds are much, much better quality!
20 May 2025
Unprompted review
Reply from Emma Matratze
Hello Amelia,
we feel sorry to hear that you have encountered such issues with your Emma Schlafsofa and Emma Premium Stauraumbett. Obviously, this isn't the quality we strive for, and I want to assure you that resolving your problem is our most important goal and that we truly take your feedback into consideration to make sure that we improve our services and products to meet your satisfaction.
So, in order to make sure that you have the best possible support and to make sure that your issue takes the necessary action to be resolved, I have requested more information here on Trustpilot to help you and better understand the issue. Could you please send it to me so that I can track your order?
Best wishes,
Emma team.
This store is not for you if you don’t…
This store is not for you if you don’t speak German. Everything went wrong with our order: first it was delivered too early before the agreed date; then and the delivery company failed to deliver to the right address. A 2nd delivery arrived too late, we allowed for a 9 days delivery window and have to go elsewhere for a mattress.
Since then, we initiated the refund process 5 weeks ago and still no updates.
Standard refund process per email should only be 14 business days.
We have sent multiple follow up emails to all email addresses available (support @ Emma-matratze.de; Emmageschafte.de.support and emmastore-munchen @Emma-sleep.com) and only get auto-replies. We have also tried to call the helpline a few times and hope to speak with someone in English but no one can.
2 May 2025
Reply from Emma Matratze
<p dir="auto" style="margin: 0;">Hi Awaiting responses,</p>
<p dir="auto" style="margin: 0;"> </p>
<p dir="auto" style="margin: 0;">Vielen Dank, dass du Emma Sleep kontaktiert hast! Wir haben deine E-Mail erhalten und werden deine Anfrage in Kürze prüfen.</p>
<p dir="auto" style="margin: 0;"> </p>
<p dir="auto" style="margin: 0;">Die physischen Geschäfte von Emma bieten einen anderen Kundenservice als der Online-Shop von Emma. Wenn du Hilfe oder zusätzliche Informationen zu deiner Bestellung benötigst, wende dich bitte per E-Mail an: emmageschafte.de.support@emma-sleep.com . </p>
<p dir="auto" style="margin: 0;"> </p>
<p dir="auto" style="margin: 0;">Für weitere Hilfe kannst du auch die Seite <a href="https://shop-bestellung.emma-matratze.de/orderstatus/cos/ " target="_blank" rel="noopener">„Bestellstatus“</a> aufrufen.</p>
<p dir="auto" style="margin: 0;"> </p>
<p dir="auto" style="margin: 0;">Wir danken dir für dein Verständnis und freuen uns, dir bald behilflich sein zu können. </p>
<p dir="auto" style="margin: 0;"> </p>
<p dir="auto" style="margin: 0;">Beste Grüße,
Das Emma Team </p>
Very good quality
5 May 2025
Reply from Emma Matratze
Hallo Adela, vielen Dank, dass Du Dir die Zeit genommen hast, Dein wunderbares Feedback zu teilen! Es freut uns wirklich zu hören, dass Du mit der Qualität zufrieden warst, sie bedeutet uns sehr viel. Deine Zufriedenheit hat für uns oberste Priorität und zu wissen, dass wir Deine Erwartungen erfüllt haben, motiviert uns, weiterhin die bestmögliche Erfahrung zu bieten. Wir wünschen Dir viele erholsame und gemütliche Nächte! 💙🛏️Herzliche Grüße, Emma-Team🌹
I was sold a used, stained, and smelly mattress as NEW!
A nightmare that began over three months ago is still ongoing, with no resolution in sight.
I placed an order for a mattress at the beginning of February 2025. Initially, the payment didn’t go through. After numerous emails and no clear communication, my order was abruptly cancelled without any notice.
In hindsight, I wish I had accepted the cancellation. Instead, I chose to have the order reinstated, transferred the payment again—and was then sent a used mattress, packaged as if it were new. It had visible signs of use and even a stain. I have photos to prove this. Naturally, I arranged for it to be returned.
To make matters worse, only one person was sent to collect a 40 kg, 180x200 cm mattress. Unsurprisingly, he couldn’t manage it alone, and we had to assist him.
Some additional items from the same order arrived over two months late, and I’m still waiting for proper instructions and return documentation. At this point, I have no idea if—or when—I’ll receive a refund.
This has been, without question, the most unprofessional and frustrating experience I’ve ever had with a company.
13 March 2025
Unprompted review
Reply from Emma Matratze
Hallo Attila, vielen Dank, dass Du Dir die Zeit genommen hast, uns Deine Erfahrungen mitzuteilen. Es tut uns wirklich leid, von den Schwierigkeiten zu hören, die Du mit Deiner Bestellung hattest. Wir verstehen sehr gut, wie frustrierend es war, mit Verzögerungen, unklarer Kommunikation und der Enttäuschung darüber umzugehen, einen Artikel zu erhalten, der nicht Deinen Erwartungen entsprochen hat, vor allem mit etwas so Wichtigem wie einer Matratze. Bitte beachte, dass wir Dein Feedback ernst nehmen, um unseren Service zu verbessern und zu verhindern, dass dies noch einmal vorkommt. Von den Zahlungsproblemen bis zur Bearbeitung Deiner Rücksendung und der Lieferunterstützung, die zu kurz kam. Jeder Teil Deiner Erfahrung ist uns wichtig, und wir wollen die Dinge in Ordnung bringen. Ich habe Deine Informationen hier auf Trustpilot angefordert. Könntest Du es bitte an mich schicken, damit ich Deine Bestellung verfolgen und Dir helfen kann? Herzliche Grüße, Emma-Team.
Worst customer service
I have never experienced such bad customer service. It has taken 2 months for my order to be fulfilled with no communication. It has eventually arrived after me chasing numerous times. Lets hope when I unbox everything it is all there and suitable otherwise I know I will have a nightmare getting any issues resolved. I was told I would be entitled to compensation for the length of delay but this has not materialised yet even though I have again chased it 3 times.
1 May 2025
Unprompted review
Reply from Emma Matratze
Hello Hayley, thank you for taking the time to share your experience with us. We are very sorry to hear about the difficulties you experienced with your order. Please excuse the lack of communication and the extended wait time. This is far from our standard of customer service, and I fully understand your situation, especially after repeated inquiries.
Please be assured that we take your feedback very seriously. Your review will be forwarded promptly to the relevant team so that appropriate measures can be taken to prevent similar situations in the future. We hope your experience with us will be much more positive in the future and wish you many restful nights. Best regards, EMMA Team.
I’m really satisfied with the Emma…
I’m really satisfied with the Emma Mattress. It provides a very comfortable sleep from which I wake up fresh and energetic!
23 April 2025
Reply from Emma Matratze
Hello Abhey, thank you for your review. We are glad to hear that the quality of your sleep has improved with our products, and we wish you sweet dreams, best regards from your Emma team.
Reply from Emma Matratze
Hallo Annika, wir freuen uns sehr, dass Du gut schlafen kannst. Wir verstehen, wie wichtig es ist, gut zu schlafen und wie sehr es Deine Gesundheit und Produktivität beeinflusst, und das ist unser Hauptziel bei Emma! Wir wünschen Dir eine Woche voller Ruhe und Ruhe! Herzliche Grüße, Emma-Team!😍
Not so good 6-month review
After around 6 months of use, we are quite disappointed. We bought our mattress having very high hopes in terms of quality and after almost 6 months, we are not that happy. The mattress has very high deformation to the body shape. While this feature it's understandable to a degree, it's that much that it is even uncomfortable now. I wake up every morning with very bad neck pain (and yes, I also have an Emma pillow..).
In addition, the mattress is supposed to help cooling overnight. While I don't expect this to be a game changer, I don't feel any difference to my previous mattress. All in all, while the mattress feels high quality, in practice, it's not what we expected.
24 November 2024
Reply from Emma Matratze
Hello Erick, My name is Hayam, and I'm part of the customer service team. Thank you for taking the time to share your experience with us, and we are really sorry that our mattress didn't meet your expectations as you expected.
To better assist you, I've sent you an email with more information. Please check your inbox and, if necessary, your spam or junk folder in case the message was filtered there.
Quality and stability
Quick delivery and product is of top quality. Service and guarantee is a plus point to customer satisfaction!!👍🏻
17 April 2025
Reply from Emma Matratze
Hallo Scott, ich hoffe, es geht dir gut. Vielen Dank, dass du deine Erfahrungen mit Emma bezüglich unserer Prozesse und Produkte geteilt hast. Wir freuen uns, dass dir unsere Produkte gefallen und hoffen, dass dir das noch viele Jahre so gut gefällt. Vielen Dank für dein Vertrauen in Emma! Viele Grüße, dein Emma-Team.😊
Good mattress but delivery service needs improvement
Good mattress. The delivery leaves the mattress on the ground floor, and I have to carry it to my apartment myself.
2 April 2025
Reply from Emma Matratze
Hello,
Thank you very much for your great feedback.
I am pleased that you are happy with the mattress. I'm really sorry about the delivery - something like that shouldn't happen.
I wish you continued restful sleep with your Emma products.
Best regards,
Pascal from your Emma Germany team
Reply from Emma Matratze
Hello Neil,
Thank you very much for your kind feedback!
I am delighted to hear that you are so happy with the delivery and quality of your order. I wish you continued restful sleep on your new product.
If you have any questions or concerns, please feel free to contact us at any time.
With best regards,
Bruno from the Emma Germany team
I am still waiting for a refund of £60…
I am still waiting for a refund of £60 for a pillow which was returned mid-December and acknowledged as received in your warehouse. Every time I get in touch with customer service they say it will be resolved and here I am over 3 months later still waiting for my refund. Diabolical customer service from the start. Anyone from Emma fancy sorting this out?
18 December 2024
Unprompted review
Reply from Emma Matratze
Hello Catherine,
Thank you for your feedback.
I am sorry to hear that you had a negative experience and have not yet received your refund. I need to ask you to report via the correct market on Trustpilot. You are currently reporting via the German market.
We appreciate your understanding, and have a nice day.
Best regards
Marina from your Emma Germany team
Products don’t match their description on website
We ordered the "Emma Flip 25+" mattress and two "Emma Premium Flauschkissen v2". The ordering process was simple, and the pillows arrived quickly within two days via DPD. The mattress, however, was delivered by GLS. While the first attempt was fast, they failed to deliver it four times and then refused to send it again. We had to collect it ourselves from their warehouse, 20 km from our apartment. GLS was a complete disaster.
That said, this review is about Emma Matratzen, not GLS.
The mattress is of decent quality but feels too firm for our preference. It is not 25 cm height as advertised but 22.5 cm. There is a design issue— instead of the shoulder area sinking in, the head and pillow area sink, which makes it uncomfortable. It still has a strong chemical smell, which is quite unpleasant.
The pillows are very disappointing. In the website pictures, they appear fluffy and full, but in reality, they look empty. They are far too soft and not dense enough, making them practically unusable. I checked the weight - they claim that they should weigh around 1.5 kg, but ours are 1.1 kg. The cover composition is also not as advertised - was supposed to contain 2% elastane, but it is 100% polyester. It feels like we may have received the Classic pillows instead of the Premium one, which fits more what we actually received. There was no information in the package.
The product descriptions are misleading, and we did not receive what we paid for. Emma Matratzen needs to ensure their products match the descriptions and improve transparency. Maybe it’s another case of shrinkflation?
Would not recommend.
21 February 2025
Unprompted review
Reply from Emma Matratze
Hi Itai,
thank you for sharing your detailed feedback.
It sounds like you’ve had quite a frustrating experience, especially with the delivery issues and the discrepancies between expectations and reality – that’s definitely not how it should be.
Regarding the chemical smell, that’s actually quite common with new mattresses and pillows, but it usually fades after a few days once they’ve had time to air out properly. We completely understand how unpleasant that can be at first.
If the firmness of the mattress or the quality of the pillows doesn’t meet your expectations, don’t forget that you can return them within their respective trial periods. Your satisfaction is important, and it’s always worth reaching out to the support team to find a solution that works for you.
We really appreciate you taking the time to share your experience – honest feedback like yours helps highlight areas that need improvement!
I have already seen, that you have reached out to us regarding your return for one item.
I have just e-mailed you with further information about your order.
Best regards,
Conrad from your Emma Germany team
Good product
Quick delivery
Nice website
Appreciate the possibility to test and change the mattress within 100 days
7 March 2025
Reply from Emma Matratze
Hello Diego,
thank you very much for your great feedback.
I am very pleased that you are satisfied with the fast delivery and our website. We hope you can take full advantage of the trial period and that you find the right product for you!
I wish you restful nights!
Best regards,
Moritz from your Emma Germany team
Very poor customer service and rubbish delivery company.
The mattress topper I ordered online was dispatched relatively promptly, but the courier they use (Hermes/EVRI) promptly lost it in transit. I received multiple delivery notifications, followed pretty much instantly by 'delayed in transit' notifications. The real problem is that you have to speak to a foreign call centre (somewhere in South East Asia I suspect) who don't speak very good English and they seem unable to contact their own courier company. It all became very stressful and I wouldn't recommend EMMA. Hoping for a rest now and a good nights' sleep.
9 March 2025
Unprompted review
Reply from Emma Matratze
Hello!
Thank you for your comment. On behalf of Emma, we would like to sincerely apologize for the inconvenience and frustration caused.
As this is Trustpilot for Emma Germany, you will need to go to Trustpilot United Kingdom for orders placed in the United Kingdom so that they can help you. You will receive an email from us asking you to change the market to Portuguese.
Once again, we're sorry that your experience with Emma wasn't up to our standards. We'd also like to thank you for your patience. We take your comments seriously and strive to resolve them. Please don't hesitate to contact us if you have any further questions.
We are available from Monday to Friday, from 9 a.m. to 6 p.m., by email or chat.
Reply from Emma Matratze
Hi Sarah,
I’m really sorry to hear about the issues you’ve been experiencing with both the mattress and the customer service. That’s definitely not the experience we want to provide.
Looking forward to resolving this for you.
Best regards,
Bruno from Emma Deutschland Team
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