The mattress itself is great. The service online ordering, simple and straight forward. The delivery of the product, wow. I was made to feel like a problem because I purchased the collection of my pre... See more
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First of all, the mattress is really comfy and if it lasts as long as it says it should then it'll be good value. There is one annoying design flaw I think. The corners! When the mattress has nothin... See more
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After some consultation with the Emma Team I decided to buy the Adapt Cooling Pillow as i was informed it was firm and it was cooling.. The pillow itself is fine but after coming down from three pi... See more
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The Emma Comfort Cooling Pillows are very good if a little pricey. Very comfortable and well made. I also have the hybrid matress that is very good. The site was easy to navigate with good custome... See more
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Company details
- #86 of 86 best companies in Mattress Shop
- #220 of 227 best companies in Bedroom furniture shop
About Emma Sleep UK
Written by the company
Check Out Our Sales Frequently ASked Questions Contact us Order status
Emma – The Sleep Company – the UK's most trusted mattress-in-a-box brand, is dedicated to enhancing your life through the power of a great night's sleep. With their unrivaled sleep expertise, Emma is on a mission to awaken the very best in consumers, helping them embrace each day with renewed energy and vitality.
They go beyond offering an award-winning product portfolio including mattresses, beds, pillows and accessories – they deliver an exceptional sleep experience crafted with precision and care.
Harnessing their sleep expertise, Emma has revolutionized the way we approach sleep. Using the finest quality materials, advanced technology and an in-house team of sleep experts to understand sleep needs and pain points like nobody else, Emma creates excellent products that are suitable for everyone and every sleeping position imaginable.
They go beyond offering an award-winning product portfolio including mattresses, beds, pillows and accessories – they deliver an exceptional sleep experience crafted with precision and care.
Harnessing their sleep expertise, Emma has revolutionized the way we approach sleep. Using the finest quality materials, advanced technology and an in-house team of sleep experts to understand sleep needs and pain points like nobody else, Emma creates excellent products that are suitable for everyone and every sleeping position imaginable.
Emma - The Sleep Company: UK's Most Trusted Mattress In a Box Brand
Written by the company
- 200-Night Trial
- Test the 'Emma Mattress' risk-free at home for 200 nights with no hidden charges to ensure the right fit for you.
- Free Delivery & Returns
- 'Emma Mattress' provides fast, free delivery and hassle-free returns if it's not the right fit for you.
- 10 Year Guarantee
- 'Emma Mattress' provides a warranty for structural issues, guaranteeing a replacement if durability or stability problems arise.
Contact info
United Kingdom
- https://www.emma-sleep.co.uk/
- emma-sleep.co.uk
3.2
Average
53k reviews
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We bought an Emma sofa bed and within 6…
We bought an Emma sofa bed and within 6 months it has started to fall apart under normal use. The frame was not nearly strong enough, and it finally gave up and broke at one of the welds. Never in my life have I seen a sofa so badly made. Customer service we're not interested, it even took them 3 months to reply to my original email.
21 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Tom,
Thank you very much for taking the time to share this review.
Your effort to bring these specific details to light is truly valued, and the opportunity to address your situation directly is highly appreciated. It is completely understandable how difficult it is to experience a frame breaking at the welds under normal use after only six months. Noticing structural changes on a new item naturally causes unexpected stress, and waiting three months for an email reply makes it perfectly clear why a faster solution is needed now. We want to say sorry for the delay and for the initial care not meeting your expectations. The primary focus is always to ensure a supportive experience, and it is a true pity that this situation caused such an impact.
To investigate this thoroughly, it helps to note that a sofa bed is not currently on the active lineup on the website. To look into this specific item and your previous emails right away, more information has already been requested. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received.
Your patience throughout this process means a great deal. This team is fully dedicated to helping you find a clear path forward.
Wishing you a very bright, calm, and wonderful rest of your day.
Warm regards,
Bryle From Emma
Emma mattress is confirmed to be the…
Emma mattress is confirmed to be the best. The response to customer request is also great.
18 June 2026
Reply from Emma Sleep UK
Dear Tope,
Thank you so much for taking the time to share your wonderful feedback with us.
Your effort is truly valued, and your lovely five-star rating brings a massive smile to our entire team here. We are absolutely thrilled to read your kind words about your experience. It is so wonderful to hear that your Emma mattress is confirmed to be the best for you. Knowing that you also find the response to customer requests to be great is the best news ever, as we always aim to make your journey to a good rest as simple and smooth as possible. Your positive experience means the world to us, and we are so grateful for your amazing support.
Thank you once again for your kindness and for choosing us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you a truly beautiful, bright, and peaceful rest of your day ahead, along with many more nights of wonderful, comfortable sleep.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Colin,
Thank you so much for taking the time to leave us a review.
Your effort is truly valued, and your wonderful rating brings a lot of joy to our whole team here. We see that you have not tried it out just yet, but we are already so glad and excited to have you with us. It is our biggest hope that your new product gives you the absolute best comfort and rest once you finally get the chance to set it up and test it for yourself. Your early support and kindness mean a lot to us, and we are so happy to welcome you to the Emma family.
Thank you once again for your bright rating and for choosing us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you a truly lovely, beautiful, and wonderful rest of your day ahead, and we hope you have many peaceful nights of good sleep when you start using it.
Warm regards,
Bryle From Emma
Order placed for delivery and collection
Order placed for delivery and collection. Delivery window 29th May to 5th June....1st phone call was 8th June!!!!!! "Rhenus" confirmed as carrier.. but no: passed to DX then to M&H Aberdeen. Got a call to tell me I would get a phone call about an hour prior to delivery. No call, just a ticket through. Called M&H " oh we cant contact our driver to return, as his phone is off or broken". Absolutely pathetic. Rearranged for 2 days later...then the phone call" oh our driver is off sick today"..cancelled order, as no-one is prepared to sit at home waiting for nothing to appear. Refund was short of delivery charge...why? The only thing they delivered was the worst service and lack of customer service I have ever experienced.
Update: 25/06/2026.
Thanks to Emma for looking into the details and agreeing to refund the delivery/collection charge.
5 May 2026
Unprompted review
Reply from Emma Sleep UK
Dear Kenny,
Thank you very much for sharing your review with us.
It is incredibly important to hear about your experience with the delivery and collection process, and your time taken to highlight these details is truly appreciated. It is completely understandable how tiring it is to stay at home waiting for an arrival without receiving the promised phone calls or when sudden cancellations happen due to a driver being unwell. Experiencing multiple carrier handovers and noticing a delivery charge variation on a refund naturally raises valid questions, and it is easy to see why clarity is needed on these points. We want to say sorry for the friction this situation has caused. The goal is always to provide smooth, high-quality care, and it is truly a pity that your experience did not match those expectations.
To help clarify how this happened, the partner courier systems operate as independent delivery companies rather than directly under our own brand. Because they manage their own distribution centers, truck routes, and daily schedules, there is no direct control over their specific routes or priorities. For example, if a courier vehicle encounters unexpected traffic, local vehicle issues, or sudden scheduling shifts like a driver calling in sick within their specific network, those operational changes happen entirely on their side. This can unfortunately lead to tracking updates, missed calls, or sudden changes that occur outside our internal systems.
We want to make this completely right for you and look into the delivery charge query immediately. More information has already been requested to help investigate this case further. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received.
Thank you once again for your valuable patience and cooperation. We are fully committed to supporting you through to a positive resolution.
Wishing you a very bright, calm, and wonderful rest of your day ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Sophie,
Thank you so much for taking the time to share your wonderful feedback with us.
Your time is highly valued, and your lovely five-star review brings a massive smile to the entire team here. We are absolutely thrilled to read your kind words about your experience. It is so wonderful to hear that you find your new mattress great, super comfy, and easy to unpack. Knowing that you are getting a great sleep is the best news ever, as our main goal is always to make your journey to a good rest as simple and smooth as possible. Your positive experience means the world to us, and we are so grateful for your amazing support.
Thank you once again for your kindness and for choosing us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you a truly beautiful, bright, and peaceful rest of your day ahead, along with many more nights of wonderful, comfortable sleep.
Warm regards,
Bryle From Emma
10-year guarantee means they'll replace your faulty mattress with a cheaper, lower-spec one.
The most frustrating customer service experience I've ever had. Poor quality mattress, lasted only a couple of years. Their "solution" was to provide me with a cheaper, thinner, lower-spec replacement mattress.
I purchased an Emma mattress because of the 10-year guarantee. After only a few years, the mattress began sinking on one side despite being used correctly, rotated regularly, and properly maintained throughout the time I've had it.
Unfortunately, the 10-Year Guarantee is not what you think.
After acknowledging the fault, the Emma team offered to replace my mattress with a much cheaper, thinner, lower-specification model than the one I originally purchased. Apparently, Emma's 10-year guarantee means that when your mattress starts sagging after only a few years and leaves you waking up with back pain, the solution is not an equivalent replacement, but a lower-quality mattress.
When I challenged this, I wasn't given clear answers. Instead, I spent over a month being passed from one customer service representative to another. Every time I explained the situation, it felt like I was starting from scratch with someone new. My case was supposedly escalated, then reassigned, then escalated again, with nobody appearing willing to take ownership or properly address the issue.
If a mattress covered by a 10-year guarantee fails through no fault of the customer, why should the customer be expected to accept a lower-specification replacement?
The most frustrating part is that nobody seems willing to address the actual complaint. Despite more than a month of correspondence, I continue to receive generic, copy-paste responses from different members of the customer service team, each of whom appears more interested in moving the case along than resolving it.
I would not purchase from Emma again after this experience. Take my advice and spend your money somewhere else. Do not invest in a mattress from Emma. The 10-year guarantee isn't a guarantee at all. I regret having made this big purchase and just want my money back so I can buy another mattress that doesn't give me back pain.
19 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Sophia,
Thank you very much for taking the time to share this feedback.
Your time is highly valued, and your review regarding your experience with the 10-year guarantee process is truly appreciated. It is completely understood how it feels to encounter a structural issue with your bed after only a few years, especially when care instructions have been closely followed. Your feelings regarding the communication process are entirely valid, and it makes complete sense to find it taxing when dealing with multiple representatives or receiving responses that feel standard rather than personalized. We want to say sorry for the inconvenience and the overall impression this situation has left on you.
To help clarify the process, our 10-year warranty and guarantee is with all of our mattresses. This guarantee provides a replacement if there is any default on the mattresses that falls within the warranty period. In case the original model is already discontinued, the policy is to offer a substitute that delivers the most relevant or identical feel to what was originally bought.
Every mattress model uses a unique combination of foam densities, pocket springs, and layers. If another model were provided that is not equivalent to what was originally owned, there is a much higher chance it would not match the specific comfort and firmness level expected. For example, if a premium support layer is replaced by a layout with entirely different feels and tensions, the body would feel a noticeable difference. The goal is always to replace a defective item with the closest possible experience, which means matching the closest equivalent quality level in the current lineup to preserve that exact sleep comfort.
To help with your concern, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received. We want to ensure a dedicated specialist reviews the specifications of your original order and works closely with you.
Thank you once again for your cooperation and for letting this team know about your experience. Every effort will be made to guide this to a positive and clear solution for you.
We hope you have an absolutely lovely, bright, and peaceful rest of your day ahead.
Warm regards,
Bryle From Emma
Poor customer service and website functionality
I wanted to love this company as I've seen so many positive things about them online. Potentially I want to make three different purchases, but so far my emailed question about the weights of their toppers remains unanswered because they are experiencing high volumes of queries; I cannot get a valid discount code to work on their site; and one of the items (a 'refurbished' one) shows on the website as one price but then goes into the basket at a higher one – higher in fact than the cost of the same item brand new. I admire the company's approach to sustainability and was prepared to invest but the website and ordering process need to deliver what they promise! A real shame as the products looked good and although they are quite expensive, I was prepared to spend the money. Now I have to look elsewhere.
19 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Rachel,
Thank you very much for taking the time to share this feedback.
Your time is highly valued, and your review regarding your experience while trying to place an order is truly appreciated. It is completely understood how it feels to want to support a brand after seeing positive things, only to experience roadblocks along the way. Your feelings about wanting a timely answer to your email question regarding topper weights make complete sense. It is also entirely clear how confusing it is when a discount code does not work as expected, or when a refurbished item shows a higher price in the shopping basket than what was listed on the page. Your initial desire to invest in these products and your appreciation for sustainability are so lovely, and it is fully understood why a smooth checkout process matters to you. Please accept a sincere apology for the inconvenience and tech difficulties you faced.
To investigate this further and help you with your concern, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received. Emma wants to ensure the website pricing is reviewed, and your product questions are answered fully.
Thank you once again for your cooperation and for letting this team know about your experience. Every effort will be made to fix these system errors and make things right for you.
We hope you have an absolutely lovely, bright, and peaceful rest of your day ahead.
Warm regards,
Bryle From Emma
Worst customer experience ever…
Worst customer experience ever imaginable. Upon ordering I was advised to expect a 3-5 day delivery time. Over 3 weeks later, 2 no show delivery attempts and on the 3rd delivery, only the pillows arrive. During this delivery, they expected to take my old mattress away which I had paid for, without delivering the new one which they “couldn’t find it in the depot and will try deliver it tomorrow”. On what planet is any of this acceptable. Especially from a company boasting awards and excellence.
During this time I also emailed Emma sleep customer services with my concerns. However, they failed to return the courtesy of a reply.
I will never deal with Emma sleep products again.
18 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Jarryd,
Thank you very much for taking the time to share this feedback.
Your time is highly valued, and your review regarding your recent experience is truly appreciated. It is completely understood how stressful it is to face an extended three-week wait after expecting a much quicker arrival time. Your feelings about having multiple missed delivery slots and receiving only part of your order are entirely valid. It makes complete sense to feel upset when a collection is attempted for an old bed before a new mattress is ready to take its place, especially when waiting for a reply to your emails. Please accept a sincere apology for the deep inconvenience and strain this situation has caused.
Regarding the delivery or collection, it is helpful to clarify that there is no direct control over the specific routes or daily schedules used by the partner courier systems, which can sometimes lead to unexpected logistical delays. Because these courier companies operate as independent partners, they manage their own fulfillment centers and daily driving schedules.
More information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received. We want to ensure your case is fully investigated by the team to get your items located and give you a clear resolution.
Thank you once again for your cooperation and for letting this team know about your experience. Every effort will be made to get this sorted out for you as quickly as possible.
We hope you have an absolutely lovely, bright, and peaceful rest of your day ahead.
Warm regards,
Bryle From Emma
Look after your mental stress and Do not buy from Emma if you need reliable delivery to have a mattress to sleep on
Guess I should have read the trustpilot reviews beforehand. No mattress insight. I shall be cancelling my order for a full refund. To be honest, they should be returning my 2 days worth of transportation cost and mental sanity.
Do not buy direct from Emma if you want a stress free delivery (which my mattress is nowhere to be seen after 2 days stuck at home, which latest update is now delayed until next business day).
They use UPS as their delivery provider who are completely useless and no way of tracking your product and their customer rep just "assures" you it will arrive tomorrow and the next.
Managed to get hold of a human at Emma who was very comforting and helped me contact UPS twice to confirm that my mattress is on its way TODAY.
However, both parties are probably just passing information available on their website and not real life information because IT DID NOT ARRIVE.
Also Emma says end of day delivery is 7pm vs UPS who says 8pm.. did not matter because it did not arrive anyways.
There is also no way for customer reps to forward calls to the person you have been dealing with for 2 days, so I had to hear the whole script from a second person, only for them to tell me my delivery is coming today, definitely.
People should not assure another, if they are not sure. Just be honest guys.
17 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Friend of Ted,
Thank you very much for taking the time to share this feedback review.
Your time is highly valued, and your review regarding the delivery journey is truly appreciated. It is completely understood how stressful and exhausting it is to wait at home for two days without your mattress arriving as expected. Your feelings regarding the impact on your peace of mind, time, and daily schedule are entirely valid. It is also clear how tiring it can be to repeat your situation to a second customer representative, and your desire for absolute honesty and certainty during your calls makes complete sense. We want to say sorry for the inconvenience and strain this experience has caused.
To help clear things up, it helps to know that our courier companies operate as independent delivery partners rather than directly under our own brand. Because of this, they manage their own distribution hubs, driving routes, and daily schedules completely on their own. For example, if a delivery driver runs into heavy traffic, experiences a sudden van breakdown, or has to adjust their route during the day, those changes happen entirely within their own network. This is usually why unexpected tracking updates or sudden delays pop up on the system, even though we always want everything to arrive on time for you.
More information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received. Emma wants to ensure your case is fully investigated to give you a clear and reliable resolution.
Thank you once again for your cooperation and for letting this team know about your experience. Every effort will be made to get this sorted out for you as quickly as possible.
Wishing you a peaceful, bright, and restful weekend ahead.
Warm regards,
Bryle From Emma
Excellent warranty support
We've had an Emma mattress for about 3 years, but noticed increasing sagging on the sides of the mattress. When we took the cover off, found the side had collapsed/torn (likely from sitting on side of bed).
We got in touch with Emma, and quite frankly, had an exceptional experience. Clear comms, provided several photo's alongside proof of purchase, and before we knew it a new mattress was winging it's way to us and the old one was collected. No arguments. No "ah but...". Just really professional and responsive support.
Personally, I typically truly judge a company not on their products (though clearly that matters) but on their customer experience after they've got my money. Products do go wrong, problems do happen - how do they react? Well, in this case, Emma reacted exceptionally well and it's certainly cemented my appreciation of their business.
4 June 2026
Unprompted review
Reply from Emma Sleep UK
Hi, Mr C,
Thank you so much for taking the time to share your feedback with us.
We truly appreciate your kind review and are so glad to hear that you had an exceptional experience with our warranty support team. It means a lot to know that we were able to handle your mattress replacement smoothly, quickly, and professionally when you reached out to us. We always strive to stand by our products and give our customers the best care possible, so reading your warm words truly makes our day.
Thank you once again for your incredible support and for choosing to sleep with Emma. We are so happy that we could turn a mattress problem into a positive experience for you, and we hope your new mattress brings you many long years of great, deep, and restful sleep.
Please enjoy your new bed. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Take care, and we hope you have an absolutely lovely, bright, and beautiful day ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Pauline,
Thank you so much for taking the time to share your feedback with us.
We truly appreciate your kind review and are so glad to hear that you had a fast and friendly delivery experience with your new order. It means a lot to our team to know we got your package to you smoothly and with a smile. We completely understand that you need some time to test everything out, and we truly hope you enjoy sleeping on your new mattress once you get the chance to fully try it.
Thank you once again for choosing us and for being such a wonderful customer. We hope your new mattress brings you many nights of great, deep, and restful sleep. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Please take all the time you need to settle in, and we hope you have an absolutely lovely, bright, and beautiful day ahead.
Warm regards,
Bryle From Emma
Customer Services ??
Customer Services are appalling!
Recently posted a review of the mattress/company on here. Customer services did in fair reach out and after we provided images agreed there was a warranty claim.
Emma appeared to offer a lower spec “upgraded” mattress as a replacement, when we were unhappy with this a full refund was agreed.
We thought perhaps Emma were taking the matter seriously!
We returned the mattress as required only for the refunds department to reduce the amount by £150 with no explanation and a 2 day deadline. We immediately responded with the email showing it was the full refund and obviously received no response.
Update 3/7/26
Response in respect to the unexplained reduction in the refund amount…we failed to return the pillows despite their communication only stating we had to return the mattress! We had the pillows in the garage with the mattress to return and would have down had their email asked for them! Sharp practices!
Deal with this company at your peril!
18 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Rob,
Thank you very much for taking the time to reach out to us again and share this follow-up feedback regarding your experience.
Your willingness to update the details of your situation is truly valued, and your communication is greatly appreciated. I want to say sorry personally for the unexpected reduction in your refund amount, the lack of an immediate explanation from the payments team, and the delay in responding to your latest email. Understandably, a clear explanation, full transparency, and prompt communication are expected when an agreement for a complete refund has been made. Having a smooth and reliable financial resolution is incredibly important, and there is a full understanding of why clarity and reassurance are needed regarding your money.
Please be assured that your message has been received with the utmost care, and there is a strong commitment to making things right. We want to ensure that the agreement made for your return is honored perfectly. To ensure this is handled with the highest priority, your concern has already been transferred directly to the senior team, who will be in touch via email very shortly.
The senior team will review the refund adjustments and your email records to fix this and provide you with a comprehensive update right away. Your patience and amazing cooperation throughout this warranty process have been immensely helpful.
We are fully dedicated to providing you with a smooth, professional, and positive resolution very soon. Thank you once again for your valuable time and for allowing the opportunity to correct this for you.
Wishing you an absolutely wonderful, bright, and beautiful rest of your day ahead.
Warm regards,
Bryle From Emma
Rapid delivery
Easy ordering, exceptionally speedy delivery, easy unpacking and so far so good with the comfort although still taking a little bit of adapting from my last mattress but I’m optimistic!
15 June 2026
Reply from Emma Sleep UK
Dear Michelle,
Thank you so much for taking the time to share your wonderful feedback with us.
Your kind words are truly appreciated, and it is absolutely fantastic to hear about your great experience. It brings great joy to know that you had an easy time ordering and that you experienced an exceptionally speedy delivery. Hearing that unpacking was a simple process and that your new mattress is giving you good comfort so far means the world to us. It is completely normal that your body is still taking a bit of time to adapt from your last mattress, Studies show this adjustment period can take between 4 and 6 weeks. During this time, the mattress itself also softens slightly and conforms more to your body's unique shape. The team works very hard to design high-quality products that provide a perfect night of sleep, and your amazing rating gives everyone a lot of encouragement to keep up the good work.
Thank you once again for choosing Emma and for sharing your beautiful experience with our community. Your support means a lot to us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more cozy, peaceful, and restful nights of deep sleep as you fully settle into your new mattress, and hope you have an absolutely wonderful, bright, and beautiful day.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Paul,
Thank you so much for taking the time to share your wonderful feedback with us.
Your kind words are truly appreciated, and it is absolutely fantastic to hear about your great experience. It brings great joy to know that your new mattress is over and above what you expected for comfort. Hearing that you are enjoying such a cozy and restful sleep experience means the world to us. The team works very hard to design high-quality products that provide the perfect level of support and relaxation every single night, and your amazing rating gives everyone a lot of encouragement to keep up the good work.
Thank you once again for choosing Emma and for sharing your beautiful experience with our community. Your support means a lot to us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more cozy, peaceful nights of deep sleep ahead, and hope you have an absolutely wonderful, bright, and beautiful day.
Warm regards,
Bryle From Emma
Mattress arrived as expected easy to…
Mattress arrived as expected easy to reinflate although no tool and instruction included good old utube!!
Very comfortable and happy with product x
11 June 2026
Reply from Emma Sleep UK
Dear Karen,
Thank you so much for taking the time to share your wonderful feedback with us.
Your kind words are truly appreciated, and it is absolutely fantastic to hear about your positive experience. It brings great joy to know that your mattress arrived exactly as expected and that you are very comfortable and happy with your product. Thank you for your amazing resourcefulness in using other platforms to help with setting everything up when the instructions and opening are not included. The team works very hard to create high-quality items that provide a perfect and peaceful night of sleep, and your brilliant rating gives everyone a lot of encouragement to keep up the good work.
Thank you once again for choosing Emma and for sharing your beautiful experience with our community. Your support means a lot to us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many cozy, restful nights of sleep ahead, and hope you have an absolutely beautiful day.
Warm regards,
Bryle From Emma
Absolutely awful delivery/customer service
Absolutely awful delivery
Absolutely awful customer service
4 failed delivery attempts, forced to pay £4.99 for delivery which then failed.
Impossible to get talk to Emma Mattress “the company”.
I made a complaint didn’t reply, now 2 weeks later & still await a response.
Absolutely NO CUSTOMER SERVICE
Purchase with care, suggestion: try alternative supplier.
Emma have good TV advert which doesn’t represent the company.
They DO NOT care about the customer.
When parcel finally arrived, in tatty split box.
29 May 2026
Unprompted review
Reply from Emma Sleep UK
Dear Caroline,
Thank you very much for taking the time to share this feedback.
Your communication is truly valued, and your willingness to express these points is greatly appreciated. We want to say sorry for the issue regarding the multiple failed delivery attempts, the condition of the packaging upon arrival, and the time spent waiting for a complete response to your complaint. Understandably, a reliable delivery service and prompt answers are expected when making an order. Having a smooth arrival experience is incredibly important, and there is a deep understanding of why clarity is needed regarding the timeline and the delivery charges mentioned.
Please be assured that there is no intention to leave your query without an answer. We've been experiencing a very high volume of queries lately. Your understanding during this busy time is genuinely appreciated. An investigation is being launched to look into this further for you. To clarify the policy, standard delivery and standard returns are always completely free, and there are absolutely no hidden charges. The only delivery fee that requires a payment is the comfort delivery selected upon checkout, which amounts to £59. This is an additional service chosen when buying mattresses, allowing you to have your mattress delivered directly to the room of your choice, and it also includes the removal of your old mattress.
Regarding the scheduling issues with the shipment, there is no direct control over the specific routes or daily schedules used by the partner courier systems. Because these courier companies operate as independent delivery partners rather than directly under our own brand, they manage their own distribution centers, truck routes, and delivery priorities.
To ensure the packaging and communication issues are thoroughly investigated and corrected, more information has already been requested. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received.
Thank you once again for your amazing patience and cooperation while this is being coordinated. We are fully committed to ensuring this is corrected and that a smooth, helpful outcome is reached for you.
Wishing you an absolutely wonderful, bright, and beautiful day ahead.
Warm regards,
Bryle From Emma
Do not order from if you are disabled
I brought a mattress and they took my old one (that was the good part) once I realised it was the wrong mattress I tried to swap but they wouldn’t allow unless they wanted me as a disabled person to sleep on my floor till I got the refund and ordered the new one which would of left me over 2 weeks on my bedroom floor. Now I’m stuck with the mattress that is making my disability worse until I can figure this mess out myself!!!!
16 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Sharna,
Thank you very much for taking the time to share this feedback.
Your communication is truly valued, and your willingness to share your experience is greatly appreciated. We want to say sorry for the situation regarding the desire to swap the mattress and for the stress this has caused. Understandably, a direct and seamless exchange process is expected, especially when managing physical comfort and a health condition. Ensuring a supportive, accessible, and comfortable experience is incredibly important, and there is a genuine desire to help find a smooth path forward for you.
To help explain the situation regarding mattress models, the system structure does not have an option to directly swap a mattress for a different model. Even when a customer is willing to provide additional payment for a more expensive model, or receives a partial refund for a lower-priced model, the system cannot process direct exchanges. For strict security reasons, agents are completely restricted from taking payments or issuing manual financial adjustments over chat, email, or via call. This protocol exists entirely to safeguard your financial data and ensure your bank account remains perfectly secured. For example, processing a new model requires a brand-new, encrypted transaction link that can only be generated through a fresh, independent order. Because of this, a complete return and refund of the initial purchase is the only secure pathway available.
Additionally, as much as there is a strong desire to speed up the process by issuing a refund prior to a mattress collection, the operational structure requires physical verification first. For instance, couriers must formally scan the product into their possession to automatically activate the refund sequence in the accounting system.
We want to make sure your situation is fully reviewed to see how best to support you. To assist with this, more information has already been requested via a separate form to look into this case for you. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received.
Thank you once again for your incredible patience and cooperation while this is being coordinated. We are fully committed to guiding you through this safely and finding the best possible option to assist you.
Wishing you an absolutely wonderful, bright, and beautiful day ahead.
Warm regards,
Bryle From Emma
Emma Original Lite
Very happy with Emma Original Lite Mattress. Value for money is excellent and for a relatively small price the benefit it sleep quality is well worth it
27 May 2026
Unprompted review
Reply from Emma Sleep UK
Dear Anthony,
Thank you so much for taking the time to share your wonderful feedback with us.
Your kind words are truly appreciated, and it is absolutely fantastic to hear about your great experience. It brings great joy to know that you are very happy with your Emma Original Lite Mattress. Hearing that you find the value for money to be excellent and that the improvement to your sleep quality is well worth the price means the world to us. The team works very hard to create affordable, high-quality products that provide a comfortable and restful night of sleep, and your amazing five-star rating gives everyone a lot of encouragement.
Your support means a lot to us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help. Thank you once again for choosing Emma and for sharing your beautiful experience with our community.
Wishing you many more cozy, restful nights ahead, and hope you have an absolutely wonderful, bright, and beautiful day.
Warm regards,
Bryle From Emma
Cancelled order (within 14 days) due to…
Cancelled order (within 14 days) due to delivery date changing by 1 month which they confirmed accepted, but refund not forthcoming. They then delivered mattress despite confirming it wouldn’t be. Mattress returned which they confirmed still no sign of refund despite assurances . They have absolutely no regard for UK consumer legislation . Section 75 claim via credit card raised successful . Still await response from Emma ! The customer service is shocking . Steer clear of this company.
12 May 2026
Unprompted review
Reply from Emma Sleep UK
Dear Christine,
Thank you very much for taking the time to share this feedback.
Your communication is truly valued, and your efforts to reach out are greatly appreciated. We want to say sorry for the situation regarding the delivery date changes, the shipment occurring after cancellation, and the subsequent delay with the refund update. Understandably, a smooth cancellation process and immediate clarity regarding financial updates are expected, especially after a return has been officially confirmed. Clear and prompt service is incredibly important, and there is a genuine desire to see this handled correctly for you.
Please be assured that a positive and secure resolution is the absolute priority. To ensure everything is fully reviewed and tracked, more information has already been requested via a separate form to look into this for you. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received.
Thank you once again for your incredible patience and cooperation while this is being coordinated. We want to ensure a reassuring and helpful path forward is provided to clear up any outstanding details for you.
Wishing you an absolutely wonderful, bright, and beautiful day ahead.
Warm regards,
Bryle From Emma
Emma Hybrid
Edit... Emma Sleep finally got back to ma and I am now waiting for a collection and refund.
Bought an Emma Hybrid from Argos, which Emma Sleep replaced due to it not inflating correctly, replacement has the same problem contacted Emma Sleep last week to return mattress and get a refund. I've had one email from them on Saturday saying someone will be in touch very soon. I need to get this sorted as our Sleep is really affected I fell out of bed due to sides not being inflated properly.
10 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Sheila,
Thank you very much for taking the time to share this feedback.
Your communication is truly valued, and your efforts to reach out are greatly appreciated. We want to say sorry for the issue experienced with the mattress inflation and for the time spent waiting for a full update regarding the return and refund request. Understandably, a quick solution is needed, especially since poor sleep quality and physical discomfort impact your daily well-being. A restful night of sleep is incredibly important, and there is a genuine desire to see this resolved for you.
To help clarify the situation regarding purchases made through a partner retailer like Argos, there is no direct visibility on the order that was purchased from them. Even though Emma is the brand manufacturer of the mattress, an order placed directly through a separate retail partner means the individual transaction details, customer data, and purchase records remain fully managed on their company databases. For example, specific payment details, invoice numbers, and retail receipts are not shared with external systems. Because of this privacy and system structure, there is unfortunately no direct visibility on the transaction details or individual customer accounts here at the manufacturing level.
To resolve a warranty issue for a retail purchase, it is necessary for customers to reach out directly to Argos first. Once contact is made with Argos, they will log the concern and communicate directly with the internal team that handles customer cases from retailer partners. This creates a secure business-to-business conversation where the manufacturer and the retailer can verify the purchase and officially collaborate to resolve the issue for you under the product guarantee guidelines.
If you want to be forwarded to the right path, more information has already been requested. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received. Thank you once again for your amazing patience, cooperation, and understanding while this is being sorted out.
We are fully committed to helping you find the right path forward to get this settled smoothly.
Wishing you an absolutely wonderful, bright, and beautiful day ahead.
Warm regards,
Bryle From Emma
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