Emma Mattress Reviews 20

Mattress didn't fully expand to corners so requested a replacement. It was delivered November but 2/3rd the size of the first. Requested both to be returned and refunded. Still waiting for a courier to call 2 months later. Email every day and get same excuses and apologies. Absolute charlatans. Don't go anywhere near this company.

Upon purchasing through a a friend's recommendation we went for one how ever they began to have issues after we said we have had back issues they was able to return there's as they still was in the return period but our one has run out so we are stuck with a mattress that gives a back pains 😢 😭 this has got me and my wife down and are looking to sell half price and get new one.

From the time I ordered a mattress, it was disaster. You would think after spending £500 on a mattress that the least they could do is to actually tell you when it will be delivered. They just turned up on a random day and even that after I had to chase them for delivery. The mattress sagged after a short time and getting a refund was another drama and took weeks. Would never order from Emma again

Purchased a Emma Hybrid Premium Cooling Mattress , find it extremely uncomfortable and have a restless nights sleep every night it’s like sleeping on concrete
I know wake up very sore and very tired

Contacted Emma and there customer service is appalling not interested so their 200 day policy is just rubbish and stands for nothing

Really disappointed and would not recommend or buy again from this company

Wish I had done my research as an expensive mistake

ZERO STARS if possible.
I ordered a mattress and didn't receive a delivery date (was supposed to be within a few days). When I chased it I was told there was "a system problem" preventing my order being processed. It was suggested that I should cancel and re-order, to somehow magically fix their internal problem.

When I looked closer, I saw that there had been a pricing error. The cost of the product has more than doubled!! So I feel like they were trying to trick me, and I refused to re-order.

That was 3 weeks ago.

They're sticking to their "system problem" excuse.
I'm sticking to the original price - for which they have taken payment.

Absolutely disgusting customer service, ordered a topper fist card didn't go through we had an email to confirm, ordered from another card order completed, then discovered the first payment had been taken , contacted them within the hour and they refused to cancel 1 of the orders, so have to have 2 orders being delivered, never ordered from them ans WILL DEFINITELY NOT again . We now have to wait because of Emma mistake disgusting 🫣

I order a double mattress and they sent me a single mattress.
Try to contact customer service is a joke. I would give them 0 star really.

If I could give 0 stars for this company then I would because they are appalling. Absolute definition of a company that takes your money for inferior products then uses all manner of delay, time wasting and frustration techniques to get you to hopefully lose interest in resolving the issues you have with there inferior products. My partner bought a mattress from them which has sagged after a months use, and is now not fit for purpose.
Considering she bought it to alleviate pains in her hips and back caused by her long hours in the care industry only to find it now causes the pain in her hips and back it's an absolute disgrace.

We wouldn't let the dog sleep on the mattress its that lumpy.

Customer service response has been to be employ as many time wasting and stalling tactics as possible. These have included

Ignoring us
Asking for information already provided
Passing us between agents
Repeating previous statements

And others in an effort to get us to give up trying to get our money back

I am now that annoyed at their blatant attempts to get us to quit that I'm actually going to devote some time to making sure they lose customers by posting this daily on all their platforms

Don't give this company your money they are thieves

After receiving a faulty mattress, I promptly returned the second one. Despite contacting numerous customer service representatives via live chat, I was informed that the refund had been processed on December 12th. However, I am still awaiting the refund, which is unacceptable. I will never purchase from this company again.

The mattress arrived on time. It took 5 days. Excellent service. I’ve got updated on a daly basis. Nothing to complain.
Thank you!

Below 1 star - DO NOT BUY FROM THESE - almost fraudulent - 2 weeks on and my long promised delivery still hasn't arrived. Tracking claims it has been delivered! I am not allowed to speak to a manager, the Escalation Team who promised me a call back (they refuse to accept calls) within 3 days still haven't called a week later. Don't believe the 'Which' banner - this is a terrible company. I have 2 of these mattresses from the past but will NEVER buy from them again - the quality of product has decreased dramatically and the customer service is insulting and non existent. I am now cancelling my order and getting a refund.

I ordered one of their refurbished mattresses and given a delivery date and link to track. I regularly checked the link and hadn't progressed further than it was 'processing'. This was the case for three months and me emailing every week. I have now cancelled the order. I can't comment on actual mattress but their customer service is shocking!

I've had my mattress about 2 years and it was the worst mattress I ever had the company didn't do anything about it when I contacted them plus they had to replace my 1st one because it came apart

I got the worst sciatica of my life in my neck and down both arms...

I went for vigorous medical testing to find out why I had severe muscle weakness, numbness in my fingers and severe pain in my neck and arms.

Slept on the couch for a week, I got better. Went back to sleeping on the mattress, it came back.

Do not buy from this company; not only does their product look noting at all like the photos on their website, but their website is designed to be deceptive as well.

I purchased an Emma Diamond pillow, based on the belief that I would be able to return the pillow within 100 days if it was not suitable. The 100 Day Guarantee shows clearly on the pillow sub domain.

When the pillow arrived, it looked noting at all like the quality pillow on their web site; it was embarrassingly different, so much so, I complained to the customer service WhatsApp.... Only to be told that it was in fact the pillow as described..

I decided that I would give the pillow a try and found it to be the most uncomfortable foam pillow I have ever experienced. When following up to return the pillow, I was in formed that they would not refund the pillow

This place is a scam, so be aware that service will be poor, you will not get what you think you're getting and you will be just giving away your money to a company that is well aware that they sell garbage product

Ordered an Emma mattress for my daughter in November for Christmas. It has still not arrived. We have had no emails explaining to us about the delay. I have spent hours trying to sort it out with emails and phone calls to customer services. Very difficult to get through and then given no information. So, over a month later I am still without a mattress and have no idea what is going on. I have now asked for a refund but am doubtful that this will happen without further phone calls and emails. Absolutely terrible service.

So disappointed! Part of our order was a new mattress for our son to go on his new bed frame we were giving him for Christmas. Delivery was scheduled for second week of December. No delivery ever arrived, multiple emails later & we are still non the wiser. Apparently a third party has now been involved to deal with outstanding orders however the details around this remain vague to say the least. Have had email responses but nothing that makes any logical sense! Had a great experience last year which is why we returned….so disappointed in the complete lack of customer care.

It is not even worth one star but to put a review I have to star. On November 12 th I purchased online a new mattress and two pillows. They took payment immediately of £707.00. I got email from them the one and only correspondence I have although I have filled in complaints form 4 times. You cannot physically speak to anyone they do not answer the phone. I have now lost patience and cancelled my order asking them to refund my money immediately as they took it so. I will not hold my breath, I think Dorset trading standards will be informed. CAN I ADVISE DO NOT DO BUSINESS WITH THIS COMPANY

Ordered mattress. It sunk where we lay. Mattress was replaced again same thing happened. The mattress was also giving us back and neck ache. Ask for our money back as the mattress was faulty. They refused and said we had to have two replacement mattresses before we would receive a refund.

Our Emma mattress was ok for the first 6 months then it sagged badly on both sides. Me and my partner are of a slim build yet there was no support in the mattress at all. It was too late to send it back by the time it deteriorated: Definitely wouldn’t recommend.