Fast delivery, however I'm not impressed with the pillow. I have had spent a lot of time deciding which will be the best for me. Pillow delivered in less than 48h, vacuum packed. Described as medium... See more
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I never found where the old mattress up lift was when ordering my new bed . I then contacted an email for emma then was told I would have to email another department . Not the service I’m use too. Al... See more
Company replied
Everything was brilliant until I wanted to pay extra for the Comfort Delivery. This had to be organised with the Courier apparently as it wouldn’t accept it on the payment page when ordering. I was s... See more
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Company details
- #85 of 85 best companies in Mattress Shop
- #218 of 228 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
3.3
Average
54k reviews
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I would advise others against…
I would advise others against purchasing an Emma mattress from any source other than Emma directly.
The company operates two separate customer service departments, and the team responsible for third-party retailer or marketplace purchases provides substandard support, often taking several days to respond to inquiries.
Furthermore, they do not offer a direct telephone line, and the main customer service staff seem unable to assist with these specific cases and are not even aware of your order number should you try and report it.
I regret my decision to purchase an Emma mattress and wish I had consulted reviews on Trustpilot beforehand.
Although I initially felt relieved when they agreed to a replacement after I provided evidence of the defects over the past two weeks, they unexpectedly informed me a few days later that they would be issuing a refund instead, despite the items being in stock.
I am now in a difficult position where I must find funds for a new mattress while waiting for my current one to be collected and inspected before my refund is processed.
This situation has left me financially burdened and uncertain regarding the collection timeline and the return of my funds.
14 September 2026
Unprompted review
Reply from Emma Sleep UK
Dear Adam,
Thank you for taking the time to share your detailed feedback.
Hearing your perspective is deeply appreciated, as clear communication and a smooth, reliable experience are incredibly important for every customer. We're so sorry that your experience regarding retail partner purchase support, the change from a replacement to a refund, and the overall timeline for collecting and returning your funds did not go as smoothly as expected. Your time, effort, and patience during this entire process are genuinely appreciated, and we apologize for any stress, inconvenience, or disruption to your routine this situation has caused you.
To ensure this is handled with the highest priority, more information has already been requested to look into this for you. Kindly fill out those details so further assistance can be provided right away, directly via email once your response is received.
The retail support team is fully committed to thoroughly reviewing your account and working as quickly as possible toward a swift, clear, and satisfactory resolution for you. Thank you once again for bringing this to our attention and for allowing us to make things right.
Hoping your day brings peace and ease, and wishing you wonderful, truly restful nights ahead once this is fully sorted out for you.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi,
Thank you so much for taking the time to share your wonderful review.
We are so happy to hear that your new mattress is super comfortable and that you have been sleeping so much better since it arrived. Knowing that our mattress is helping you get a great night of rest brings a big smile to our entire team
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re always here and happy to help you.
We hope you continue to enjoy many peaceful, cozy, and restful nights of sleep ahead, and we wish you a bright and beautiful day.
Warm regards,
Bryle From Emma
5 stars
Fast delivery: well packaged and great price. Early signs are good, this is a really comfortable mattress. 5 stars.
12 September 2026
Reply from Emma Sleep UK
Hi, Andrew,
Thank you so much for taking the time to leave such a wonderful review.
We are so glad to hear that you enjoyed the quick delivery, neat packaging, great price, and especially the comfort of your new mattress. Hearing that your experience is off to such a great start brings a big smile to our entire team.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re always here and happy to help you.
We hope you continue to enjoy many wonderful, cozy, and restful nights of sleep ahead, and we wish you a bright and peaceful day.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi Andrea,
Thank you so much for taking the time to share your wonderful review.
We are so glad to hear that your mattress is very comfortable and that your delivery arrived right on time. Knowing that you are enjoying a great sleep experience brings a big smile to our entire team.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re always here and happy to help you.
We hope you continue to enjoy many cozy, restful nights ahead and have a bright, peaceful day.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Марія,
Thank you so much for leaving a wonderful review.
We are so glad to hear that you love your mattress, enjoyed the quick delivery, and recommend us to others. Hearing that you had such a great experience brings a big smile to our entire team.
Thank you again for sharing your kind words with us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re always here and happy to help you.
We hope you enjoy many cozy, restful nights ahead on your new mattress and have a wonderful day.
Warm regards,
Bryle From Emma
Great mattress
13 September 2026
Reply from Emma Sleep UK
Hi, Alex,
Thank you so much for taking the time to share your wonderful review.
We are so happy to hear that you think it is a great mattress. Knowing that you are enjoying your sleep means a lot to our team. Thank you for choosing us and being a valued customer.
If you ever have any questions or need anything else in the future, please feel free to reach out to us anytime. We are always here and happy to help you.
We hope you continue to have wonderful nights of sleep and enjoy relaxing days ahead.
Warm regards,
Bryle from Emma
I tried to book a collection of the old…
I tried to book a collection of the old mattress but it didn't go through so we have to dispose of it ourselves - not a big deal though. However, we were disappointed that the mattress was dumped in the hall by a driver clearly rushing to complete his work for the day - the mattress is for my elderly in-laws and they weren't able to carry it upstairs to the bedroom so it was 2 days before we could take it upstairs for them
5 September 2026
Reply from Emma Sleep UK
Dear N C,
Thank you for sharing your feedback and taking the time to write a review.
Hearing your perspective is deeply appreciated, as understanding every customer experience helps improve services for everyone. We're so sorry the payment for the comfort delivery service didn't go through as smoothly as expected. Please rest assured that this outcome was never intended. To help ensure better coordination moving forward, this valuable input will be shared directly with the courier partners.
Hopefully, your new mattress will brighten your daily routine and provide the cozy, restful sleep that everyone deserves. Please know that the dedicated support team remains fully committed and more than willing to assist with any situation to ensure a smooth resolution, even in complex cases like this.
If any other questions or needs come up at any point, support is always available to help make things right. Just reach out to us so we can help.
Wishing you wonderful, peaceful nights ahead and many restful days ahead.
Warm regards,
Bryle from Emma
Great mattress
Website easy to navigate. Ordering process faultless. Mattress arrived earlier than expected and my daughter loves it. Says she’s never slept so well.
13 September 2026
Reply from Emma Sleep UK
Hi, Deborah,
Thank you so much for taking the time to share your wonderful feedback with us.
We truly appreciate you sharing your experience of ordering your new mattress. It brings us so much joy to hear that your website experience was smooth, the ordering process went perfectly, and the mattress arrived early. Most of all, knowing that your daughter loves it and is enjoying the best sleep ever makes our day.
Thank you once again for your support and for choosing us for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you and your daughter many peaceful, comfortable nights ahead.
Warm regards,
Bryle From Emma
My mattress was delivered promptly ,
My mattress was delivered promptly ,, was easy to put in bed , and it’s not to hard or too soft , just right for me , and a good price
12 September 2026
Reply from Emma Sleep UK
Hi, Dawn,
Thank you so much for taking the time to share your wonderful feedback with us.
We truly appreciate you sharing your experience with your new mattress. It brings us so much joy to hear that your delivery was fast, setup was nice and easy, and that the mattress feel is just right for your comfort at a great price. Hearing that you are enjoying your sleep with us makes our day.
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 your support. Wishing you many cozy, restful nights and a bright, wonderful week ahead.
Warm regards,
Bryle From Emma
Quick delivery
Quick delivery, well informed about when matress would arrive.matress a bit disappointing, not great quality and immensely firm,dreadful sleep until we put our dream cloud quilted topper on.The sides of the matress are very weak and can't really support you very well whilst getting out of bed
11 September 2026
Reply from Emma Sleep UK
Dear D Morgan,
Thank you for taking the time to share your feedback and review with us.
We want to say sorry for the comfort issues experienced with the firmness and edge support of your new mattress. It is completely understandable how important a restful, comfortable sleep is, along with getting the right feel and support every night. Please be assured that causing any discomfort is never the intention.
Our bodies naturally get used to the support and feel of our old mattresses over time. When switching to a new mattress, the body needs time to adjust to the new spinal alignment and pressure distribution. 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. Because everyone has different sleep preferences, all mattresses come with a 200-night trial so you can test them with full peace of mind.
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 to assist you further.
Wishing you a bright, peaceful, and wonderful week ahead.
Warm regards,
Bryle From Emma
I can't explain how awful Emma has…
I can't explain how awful Emma has been. DONT BUY!
I placed an order and was told an expectes delivery date. I then recieved an email saying there's a delay and I will now have to wait another 7 weeks ontop of the 3 weeks I was originally waiting. (The website still had the mattress on sale stating delivery in 7 days?!)
I called to enquire and was told there's a error in the system and I would receive the delivery in the originally stated date window. As the end of the window arrived,I got an email from the courier saying a further 2 week delay...and then only the promotional extra's (duvet, pillows) were delivered and NO MATTRESS. Their tracking system lied and said the mattress had to delivered. I have called 4 times and each time I have been told different things. I was also refused a refund, they said the order has been processed so I have no choice but to wait. Awful Awful Awful. I can't put into words the frustration. I can't buy another mattress until I get my money back, and they aren't cheap £1200!!! I have now had to take it up with the bank because they are refusing my request for a full refund.
13 September 2026
Reply from Emma Sleep UK
Dear G K Ghataora,
Thank you for taking the time to share your review and feedback with us.
We want to say sorry for the delays experienced with your order, the conflicting updates regarding your delivery timeline, and the issues surrounding your refund request. Having clear information and smooth service is so important when waiting for a mattress, and there is full understanding of how challenging this situation has been for you.
Please be assured that causing any stress is never the intention. Regarding the delivery, there is no direct control over the specific routes or daily schedules used by 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. At times, couriers may also split shipments, delivering small items like duvets and pillows first before main big items like mattresses, which can result in confusing delivery status updates.
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.
Thank you again for your patience. Wishing you a peaceful, bright, and wonderful rest of the week ahead.
Warm regards,
Bryle From Emma
Overall experience was good
I had regular delivery updates.
The delivery was on time & the men polite & helpful. They put the heavy mattress into the room I requested.
The mattress was as described.
Very comfortable.
13 September 2026
Reply from Emma Sleep UK
Hi, Angela,
Thank you so much for taking the time to share your feedback with us.
We truly appreciate you sharing your experience. It makes us so happy to hear that you had a good experience overall, with regular delivery updates and helpful delivery staff who brought your mattress right into your chosen room. Knowing that your new mattress is just as described and giving you a very comfortable sleep truly brightens our day.
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 peaceful, cozy, and wonderful nights of sleep ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Mr King,
Thank you so much for taking the time to share your feedback with us.
We truly appreciate your kind review. It makes us so happy to hear that you think it is a lovely product and that your son loves his new mattress. Knowing that he is getting such great comfort and enjoying a good sleep truly brightens our day.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you and your son many more peaceful, cozy, and wonderful nights of sleep ahead.
Warm regards,
Bryle From Emma
Terrible service
Ordered a mattress bundle and was given a 2 week delivery date. 1 day after the delivery window I got multiple messages from Emma customer service saying it will be delivered then saying significant delays on deliver due to logistics issues - no delivery date can now be given. A mattress protector labelled as a Duvet by the freight company was delivered but nothing else. I then got messages saying my full order had been delivered. Contacted customer services who say they should respond in 8 hours but can’t at moment due to high volume of issues. I am returning the 1 item I received and cancelling the rest of the order. Terrible terrible customer service
10 September 2026
Unprompted review
Reply from Emma Sleep UK
Dear Col M,
Thank you for bringing your review to our attention and taking time out of your day to share this feedback.
We want to say sorry for the stress caused by the delivery delays, updates regarding your mattress bundle, and the confusion surrounding your received item. It is completely understandable how important a smooth, clear delivery process is when expecting a complete order. Please be assured that delivering every order seamlessly is always the main goal.
Regarding the delivery, there is no direct control over the specific routes or daily schedules used by partner courier systems, which can sometimes lead to unexpected logistical delays. On occasion, couriers also split bundle deliveries into separate shipments, for instance, sending smaller bedding items ahead of larger items like mattresses, which can sometimes cause mixed status updates.
To ensure this is handled with the highest priority, more information has already been requested to look into this for you. Kindly fill out those details so further assistance can be provided right away, directly via email, once your response is received.
Wishing you a peaceful and wonderful rest of the week ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Julie,
Thank you so much for taking the time to leave us such a wonderful review.
We truly appreciate your feedback and are so grateful for your kind words. It brings us so much joy to hear that you had a great experience with our website and that you are enjoying an excellent product. Knowing that our website was easy for you to use and that our product is giving you great satisfaction truly brightens our day.
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 peaceful, restful, and wonderful nights of sleep ahead.
Warm regards,
Bryle From Emma
Amazing refurbished mattress
Amazing refurbished mattress. Like brand new but a fraction of the price! Very very happy, myself and my family all have an Emma mattress now!
7 September 2026
Reply from Emma Sleep UK
Hi, Joyti,
Thank you so much for leaving us such a wonderful review.
We really appreciate you taking the time to share your feedback with us. It makes us so happy to hear that you are love your refurbished mattress and that it feels just like brand new at a great price. Knowing that you and your whole family are now sleeping on Emma mattresses is truly the best news and brightens our day.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you and your family many more cozy, peaceful, and wonderful nights of sleep together. May your days be bright and your nights be full of deep rest.
Warm regards,
Bryle From Emma
Extremely comfy mattress
We purchased the Emma Original Pro mattress and what can I say - it’s like sleeping on a cloud. Supremely comfortable and for a reasonable price in the sale. Wouldn’t hesitate to recommend.
10 September 2026
Reply from Emma Sleep UK
Hi, Jonathan,
Thank you so much for taking the time to write such a wonderful review.
We really appreciate your kind words and feedback. It makes us so happy to hear that you love your new Emma Original Pro mattress and that sleeping on it feels just like sleeping on a cloud. Knowing that you found it super comfortable and got it for a great price truly brightens our day. We are also so grateful for your recommendation to others.
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 restful, happy, and cozy nights of sleep ahead.
Warm regards,
Bryle From Emma
After the second night sleeping on my…
After the second night sleeping on my new mattress I have been sleeping really well and it’s very comfortable so I have to recommend it 👍
10 September 2026
Reply from Emma Sleep UK
Hi, Andrew,
Thank you so much for taking the time to share your review with us.
We truly appreciate you sharing your thoughts, and it makes us so happy to know that you have been sleeping really well after just your second night on your new mattress. Knowing that our mattress is giving you great comfort and that you would recommend it to others is the absolute best news we could ask for. We always want to make sure our customers get restful sleep every night, so reading your kind note truly brightens our day.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re always here to help.
Wishing you many more peaceful, comfortable, and wonderful nights of sleep ahead.
Warm regards,
Bryle From Emma
I brought a mattress the sides have no…
I brought a mattress the sides have no support and it’s like a slop either side of the mattress if you lay a certain way you fall out off the mattress asked for it to be returned and had nothing since I’ve waited since Wednesday
12 September 2026
Reply from Emma Sleep UK
Dear M Love,
Thank you for bringing your review to our attention and taking time out of your day to share this feedback.
We want to say sorry for the experience regarding the lack of edge support on your mattress and the delay in receiving an update since your return request on Wednesday. Apologies for the delayed response. We've been experiencing a very high volume of queries lately. Your understanding during this busy time is genuinely appreciated. It is completely understandable how important a swift update is when waiting for news about an order return.
Please be assured that high-quality standards and top service are always the main focus for every single product sent out. To investigate this and 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 to complete your return process.
Should you have any future questions or need further updates, please feel free to reach out anytime. You are always welcome here.
Wishing you a peaceful and wonderful rest of the week ahead.
Warm regards,
Bryle From Emma
Great item
Great item, delivery was a challenge due to being told on the day each time but was finally able to book a day I was going to be home for.
31 July 2026
Reply from Emma Sleep UK
Hi, Leah,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and are so happy to know that you are pleased with your item. We are very sorry to hear that the delivery process was a bit of a challenge for you with the timing updates. We are so glad you were ultimately able to arrange a delivery day that worked best for your schedule.
To help clarify, our partner couriers manage their own daily routes and driving schedules directly, which means we do not have direct control over their systems or sudden schedule changes. This can sometimes lead to unexpected logistical updates along the way. However, please be assured that we will pass this along as valuable feedback to our delivery partner so we can keep improving the experience for our customers.
If you have any questions or need any assistance in the future, please don’t hesitate to reach out to us. We are always here to help you.
Wishing you wonderful, restful, and comfortable sleep every single night.
Warm regards,
Bryle From Emma
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