Emma Sleep Canada Reviews 191

Worst company ever, don’t buy from them they run a scam in collaboration with another worst courier company UPS, They let you order when they don’t have things in stock, and then they run their scam as UPS will not deliver mark the package as lost in transit and when you will call for replacement they will actually tell you that it’s not in stock and will take forever to be back in stock. If you ask for refund they don’t honor that either will tell you that they will deduct another 30 percent, rather than feeling sorry for their third class service.
STAY AWAY FROM THESE SCAMMERS ⚠️‼️

I placed my order on August 19 and the materials were received August 27. I could track the delivery process very easily. My experience was great so far. I will write about the mattress after I have had it for a couple of months.

I wish I could select zero stars. Like many have written, it was impossible to get tracking and the mattress arrived late. When opened, it had a hole in the cover. I was told a new one would ship, I'm still waiting and again tracking isn't available. The mattress isn't that great and they won't collect the damaged one, so I'm responsible for the transportation and donation. Would never shop here again or recommend it.

The experience of the customer who ordered July15th was similar to my experience.

July 23rd, 2024: I ordered a mattress with a 3 day shipping promise and 3 days later still no confirmation email that mattress was purchased but my credit card was charged

July 26th: Called customer service. Could not hear the rep at all, kids were screaming in the background. He did not annunciate and was a very low talker so was very difficult to hear.
Was told that order is confirmed and recommended adding a different email address. I did this and he sent the confirmation email immediately. Asked about shipping and was told: "will contact their logistics team but unfortunately couldn't promise how long it would take the carrier to deliver to my address". The rep said he would call the logistics team and send an email update. There was no email update.

July 31st, 2024 - Still no shipping email. Called customer service again. Rep said order was not shipped because I changed my shipping address. This was not true. Then told me it is because I added a new email address. I told him this was the suggestion of the Emma rep and not my suggestion. I asked about shipping and was given the same:
"will contact their logistics team but unfortunately couldn't promise how long it would take the carrier to deliver to my address"

I asked to speak to a manager/supervisor. They said that was not possible.

I asked to cancel the order and the rep seemed more than happy to do this. I received an email cancellation immediately. Will wait to see if it gets refunded on my visa. The only consistent guarantee from this company is that "they can speak to their shipping partners but can't give a shipping estimate"

Can't recommend this company at all for terrible customer service. They are polite but useless.

I ordered a mattress and a week later it still hadn't shipped, not even a shipping label was created yet. Timing was an issue for me. Calls and emails to customer service didn't help, one time I was told the shipping time of three days promised on the Emma website only applies to Ontario, another time that it was because my address was a PO box (not true, shipping address was a regular street address). The one constant was how they would contact their logistics team but unfortunately couldn't promise "how long it would take the carrier to deliver to my address". They never even handed it over to the carrier!
I cancelled my order after about a week of this and at least they refunded my money promptly. Terrible company!
EDIT: So months later they're going through their Trustpilot reviews, wanting "more information" to better understand the experience. What more is there to say! Don't advertise products you don't even have in stock, don't take money for products you don't have in stock. Just about everyone who wrote a poor review here said the same thing.
Ethical business practices seem to be a completely foreign concept for Emma Canada. They will never get my money again.
Edit #2: Also interesting to see that there's a sudden influx of very brief 4 and 5 star reviews just over the last two days ...

Sent me a crappy 'Nest Slumber Quick Lock Bed Frame' instead of the Emma Original Bed I paid for as part of a bundle. It's worth less than half the advertised price. There's no way that was a mistake. Untrustworthy. Avoid.

Original order placed June 23. June 24th Received Canpar tracking number. It doesn't update for a week. I call customer service. Customer service blames Canpar. Please give them 2 business days to "track." July 8. I'm done waiting. I call again. Still no updates for Canpar delivery. I get the June 23rd order cancelled, place new order. By July 11th, I still haven't received an estimate for order. Did I mention my daughter is sleeping on the floor because we're waiting for this mattress? Today's customer service rep finally tells me the truth.

There is no mattress to send me. They will be getting them in the warehouse end of July or beginning of August. I am now furious. I think every person I spoke to before today's rep knew that they were out of stock. But nobody would tell me and the website makes it look like it's going to ship in 1-3 days. TOTAL LIES. They print labels so you "think" it's coming any day, but in fact, they take your money, hold it and hope that you'll wait patiently. I cancelled my "replacement" order over the phone and I sent an email follow up to once again state I wanted the order cancelled. I believe I will likely need this evidence when I call Visa to dispute the transaction. Can I give them zero stars? Worst online company I have ever dealt with.

STAY AWAY.

Lots of other companies with mattresses. Emma seems like the cheapest/best deal, but it's cheap for a reason. They don't actually have mattresses to sell you. I have wasted so much time on this and gotten upset with so many customer service reps. They should be investigated for shady business practices. So

Edited Oct 25. They said they “tried to reach out” but I “did not reply” which is yet another lie. I did reply. They replied with an automated email saying my refund had already been processed. This was not even my issue. Lies and poor customer service were my issues. This company is awful.

Failure to deliver as promised. I ordered a mattress, bedframe. Instead of getting all delivered, I have gotten part of the bedframe. No mattress or other part of the bed frame. They do not come close to meeting their delivery promises. Had to cancel. Tied up my money for over a month for nothing. Now I have to find a way to dispose of half a bed frame. Still have to get a bed. Never buy from Emma.

I ordered the a mattress 2 weeks ago, and still have not received the mattress yet.

I asked the CS of Emma, and they said it was handed to the shipping company, while the shipping company said they had not received it. I could see how bad the communication and the cooperation between Emma and shipping is.

I kept asking for updating from Emma CS and they just said they have already followed up with the logistic team but got no response, almost for a week. How comes?I have no idea where my mattress is and the reason why it takes so long to give me an update.

If you do not want to wait, I guess other brand or other mattress might be a good choice to you.

If there's a zero star, that's the one I will choose for the very bad experience that I have. Emma and Frontier (courier co.) are not coordinating, and both companies cannot confirm the date and time of delivery. I wasted my whole day waiting for the date mentioned by Emma via email notification to me, but Frontier, says that's there'll be 2 days delayed from the estimated date via tracking notes. Then why telling costumers about the estimated date, if they are not sure that it will deliver on that day, I'd rather be told that the arrival of my package is 2 days on the estimated date, than telling me that the package will arrive on the estimated date. I wasted the whole day waiting for nothing, it's a loss of money because I missed work on that day. Frontier said that the package is in Edmonton, Alberta warehouse and out for delivery but Emma says the package is still in Winnipeg, Manitoba. I cannot recommend this company even their product is very good or top of the line. The service dealing is the most important factor in business dealing. I cannot recommend Frontier too, they are not punctual, they're cannot deliver on time. Totality, I'm very disappointed.

Emma sleep keeps taking order even they don't have item in stock. I ordered a mattress two weeks ago and I still haven't received my mattress. After calling to thier customer support I was told that the item is not in stock and they don't know when they will get it in stock. I mean if you don't have products in stock, then you shouldn't take more orders.

I never had an opportunity to use the product, The add is misleading as they offer delivery in Ontario in 2 to 4 business days.
I contacted them 3 times asking for a delivery time, in the first 2 calls they said it was delayed. In the third call after I requested to speak with a manager I was transferred to Jessie (manager) who told me they were out of stock and could not make a commitment of a delivery date. He offered a different size of product!!...I have already a bed and cannot accept a different mattress size. I had to request the cancellation of my order. Cancellation was processed immediately, however, I was told the refund may take up to 15 days!!!....they took my money at the very same moment I placed the order, but the refund may take this long!!!....the people I spoke with were very nice, but they do not have the resources to solve a problem.....Cannot trust a company that accepts money and then after three calls they recognize they do not have the product on stock.

Mattress quality is so far good.

Ultra fast delivery.
the mattress is perfectly has expected!
i recommend!

Horrible customer service - never available, slow to respond and manage orders. I had to prod the company to get a shipping / tracking number for a mattress after no information had been provided to me, the delivery was incredibly late and was missing one of two packages. Trying to get a hold of them was nearly impossible. I would get a mattress elsewhere... so much easier and more reliable.

We ordered the top of the line mattress from Emma, the delivery was quick and good. I like the comfort level, however the off-gassing smell as they describe it is unbearable. We placed the mattress in a bedroom with the windows open for 3 days now ( mid winter) and it still smells like a toxic concrete sealant. How this can be normal and ok health wise is not believable, We may have to return it. Four nights and cannot use it.

I ordered a sleep bundle. I only received pillows. But no mattress. I have been emailing with support for the past 3 weeks. But have not received an adequate response. The customer support is awful. Have to request a refund. I expect it will go as "smoothly" as the mattress delivery. The pillows are comfy though.

Love my new mattress, it's so comfy!!! :)
And the customer service is really helpful, I had some questions and they answer me asap.

Just received my Emma original, after just 3 days of placing the order, as promised. I was able to track the order, and I was being notified on my order status.

About the mattress, its both soft and hard at the same time, I was able to sleep comfortably my first night.

Will keep testing, but so far, the quality of the mattress, and the delivery process were nice.