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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I didn't got any notification for the delivery update and suddenly put the goods in front of my house without any notification. I just found it next to my door when i come back. After further check, I... 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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I would give 3.5 stars if I could, the quality of the product is good! I had some trouble with deliveries - see boring rant below but I’ve now got my mattress and pillow and had my mattress collect... See more
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Company details
- #87 of 87 best companies in Mattress Shop
- #222 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
3.2
Average
53k reviews
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Arrived very quickly
Arrived very quickly. I am so thankful I bought this mattress it is great. Really good sleep on it. Very comfortable indeed!
13 July 2026
Reply from Emma Sleep UK
Dear D Brough,
Thank you so very much for taking some of your time to share your feedback with us.
We are truly thrilled to know that your new mattress arrived so quickly and that you are already enjoying such comfortable, restful nights on it. Knowing that you are happy with your purchase and getting a really great sleep brings so much joy to our entire team. Your positive rating truly makes our day.
Thank you once again for choosing Emma and for being a valued member of our family. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
We hope your mattress continues to bring you the absolute best comfort and the most peaceful sleep every single night. Wishing you a beautiful day ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Miss Adams,
Thank you so very much for taking some of your time to share your wonderful feedback with us.
It is absolutely incredible to hear from you. We are truly delighted to know that you are enjoying your Emma mattress and that it has given you the best sleep you have had in a very long time. Knowing that we have succeeded in bringing great comfort and deep, restful sleep back into your nights brings so much joy to our entire team. Your positive rating truly makes our day.
We hope your new mattress continues to provide you with the absolute best comfort, amazing support, and the most relaxing sleep every single night for many years to come. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Thanks again for choosing us to be part of your home. Wishing you a beautiful day ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Len,
Thank you so much for taking the time to write a review for us.
We really appreciate your kind words about your experience. It is wonderful to hear that you had very good service and that your order arrived quickly. We always want to make sure your shopping journey with us is smooth, fast, and happy from start to finish.
Thank you once again for choosing us and for being a valued part of our family. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
We want to wish you many cozy, peaceful nights and bright, happy days ahead with your new purchase.
Warm regards,
Bryle From Emma
Bought a premium mattress in 2022
Bought a premium mattress in 2022. Customer service admit in 2026 it’s faulty and covered under the warranty . And I have been offered an in inferior product as replacement .
10 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Jamie,
Thank you so much for taking the time to share your feedback.
Your expectation of receiving a replacement mattress that matches the premium quality of your 2022 purchase is completely understandable, and the desire for a seamless solution under your warranty is fully acknowledged. We want to say sorry for any concern this replacement offer has caused.
Every mattress model is designed with a unique combination of foam densities, pocket springs, and layers. If a replacement model uses different materials or has a significantly different internal structure, even if the price of that model seems higher, there is a much higher chance it will not match the comfort and firmness level you expect. The priority is to replace your defective item with the closest possible sleep experience, which means matching the closest equivalent quality and feel in the current lineup.
We want to make sure your sleep comfort is fully restored. 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 appreciate your patience and cooperation as this is resolved for you. Wishing you a truly wonderful and relaxing day ahead.
Warm regards,
Bryle From Emma
Excellent sleep
Bought the mattress,after always having a good sleep at my son and daughter in law’s. I haven’t been disappointed,
5 July 2026
Reply from Emma Sleep UK
Dear John,
Thank you so much for taking the time to share your review with us.
We truly appreciate your kind feedback. It is wonderful to hear that trying out the mattress at your son and daughter-in-law's home convinced you to get your own, and we are so glad that it has lived up to your expectations. Hearing that you are getting an excellent sleep every single night is the best news we could ask for.
Thank you again for choosing us to be a part of your home and your sleep journey. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
We want to wish you many more restful nights and wonderful days ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Jasvinder,
Thank you so very much for taking some of your time to share your feedback with us.
It is absolutely wonderful to hear from you. We are truly happy to know that you had a positive experience and found our team to provide good service. Knowing that we have succeeded in taking great care of you brings so much joy to everyone here, and your positive rating truly makes our day.
Thank you once again for choosing us and for being a valued member of our family. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
We hope you continue to enjoy wonderful comfort, great rest, and the most peaceful sleep every single night. Wishing you a truly bright, happy, and beautiful day ahead.
Warm regards,
Bryle From Emma
The worst customer experience I’ve ever had — and serious concerns about Emma Sleep’s compliance with consumer rights.
I ordered a bundled set from Emma Sleep on behalf of a friend, and the entire experience turned into a six‑week ordeal. One item was never delivered and later cancelled without any meaningful remedy. The mattress removal service was carried out based on incorrect delivery information, leaving my friend without a usable mattress for over a week. Delivery dates changed repeatedly with no explanation.
When the mattress was finally re‑delivered, the second delivery team only made the situation worse. They arrived with no understanding of the previous issues, contradicted information Emma had given me, and the van and drivers smelled strongly of cannabis. It was unprofessional, uncomfortable, and completely inappropriate for a home delivery service. It was also obvious that Emma had not communicated anything to them about the ongoing problems, leaving them confused and unable to answer basic questions.
Throughout this ordeal, I was passed from one representative to another, each giving contradictory information and clearly not reading the case notes. I had to repeat myself over and over again. No one took ownership, no one progressed the issue, and no one seemed remotely interested in resolving the problems Emma themselves created.
Emma invited me to request a goodwill resolution, then refused to consider anything outside their internal policy — even though the failures clearly breached the Consumer Rights Act. Their final “options” were completely inadequate: a refund for the missing item only, or returning the entire bundle as if the chaos was somehow our fault.
Given the recent CMA action against Emma Sleep for misleading practices, my experience suggests that the issues highlighted by regulators are still very much ongoing. This company has shown a complete disregard for customer welfare, consumer rights, and basic accountability.
I would not recommend Emma Sleep to anyone.
10 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Calum,
Thank you very much for taking the time to share your detailed feedback regarding the ordering and delivery experience.
It is completely understood how important a reliable and seamless delivery is, especially when ordering a bundle on behalf of a friend. Receiving incorrect delivery information that leaves someone without a usable mattress, experiencing unexpected cancellations without clear resolutions, and facing repeated changes to delivery dates can naturally create a stressful situation. Furthermore, encountering unprofessional behavior from courier personnel at your home is a highly serious matter. Having to repeat details to multiple representatives while seeking a fair resolution is understandably exhausting. Sincere apologies are offered for the hassle and the standard of service faced during this entire process.
To share some context, there is never any intention for a customer to face a delivery experience like this. There is no direct visibility or control over the exact daily handling of packages, the behavior of individual staff, or the specific routes and daily schedules used by partner courier systems until a shipment reaches its destination. Because these courier companies operate as independent delivery partners rather than directly under our own brand, they manage their own distribution care and staff protocols. For example, specific logistics providers use their own local teams to complete the final delivery steps, which can sometimes lead to inconsistencies in service quality that do not match our expectations.
Please be assured that this feedback is being taken seriously. To investigate this further and address your concerns properly, 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 are fully committed to looking into every detail of this case to help make things right. Your time and willingness to share these details are highly valued.
Wishing you a peaceful, pleasant, and very bright day ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Rodney,
Thank you so very much for taking some of your time to share your feedback with us.
It is absolutely wonderful to hear from you. We are truly happy to know that you are enjoying your purchase and find it to be an excellent product. Knowing that we have succeeded in providing you with a great experience brings so much joy to our entire team, and your positive rating truly makes our day.
Thank you once again for choosing us and for being a valued member of our family. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
We hope you continue to enjoy the absolute best comfort and get the most restful sleep every single night. Wishing you a truly bright, happy, and wonderful day ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Eleanor,
Thank you so much for taking the time to share your wonderful feedback with us about your new mattress.
It is absolutely fantastic to hear that you found it so easy to move around and unpack when it arrived at your home. Knowing that you feel it is a great mattress for the price brings a big smile to our faces, as providing high-quality comfort at a wonderful value is always the goal. Your kind words are highly appreciated, and sharing your positive journey helps other customers know what to expect. We are truly happy to have you as part of our sleeping family and are so glad that everything went perfectly with your new bed.
Thank you once again for your lovely support and for choosing us for a great night of sleep. 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, peaceful, and wonderful week ahead, filled with many restful nights of sweet dreams.
Warm regards,
Bryle from Emma
Fluffy and supporting
I love the pillow! Still trying it out but seems great so far.
Don't do the mistake of buying from Emma on Amazon just to save £25 as they’re the worst! Sent me two completely different pillows although meant to be the same and then refused to refund me.
This time bought directly from the online shop
11 July 2026
Reply from Emma Sleep UK
Dear Sara,
Thank you so much for taking the time to share your feedback about your new Emma pillow.
It is wonderful to hear that you love the pillow and that you are finding it fluffy and supportive so far as you continue to try it out. Your decision to buy directly from the official online shop this time is highly appreciated.
We're sorry to hear that the previous experience must have been difficult for you when you received two completely different items and faced a refusal for a refund. Sincere apologies are extended for the trouble that the situation caused you. We are truly glad to have you shopping directly with us now, and the goal is always to make sure your journey is smooth, reliable, and comfortable from here on out.
Thank you once again for your kindness and for choosing to trust us with your sleep comfort. 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 beautiful, peaceful, and wonderful week ahead with many restful nights of sleep.
Warm regards,
Bryle from Emma
I have found this mattress very hot in summer
I have found this mattress very supportive. It was one of my concerns changing from a traditional pocket sprung mattress.
Being a lady who has night hot flushes I was worried about all the people who had said how hot these mattresses are but opted for the cooling one. I have found that doesn't make any difference at all and is like sleeping in a woolen blanket.
11 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Lyn,
Thank you very much for sharing this detailed review of your new mattress.
Your willingness to highlight both the excellent supportiveness of the mattress and your experience with the temperature during the summer is greatly appreciated. It is completely understandable how important finding the right temperature balance is, especially when managing night hot flushes and transitioning from a traditional pocket sprung mattress. Choosing a cooling option shows a clear intent to find comfort, and feeling as though the mattress retains heat like a woolen blanket is definitely a valid concern to raise. We want to say sorry for the discomfort this experience has caused during the warmer months.
To help provide some insight, the human body naturally gets used to the specific support and feel of an old mattress over a long period. When switching to a brand-new mattress, a physical adjustment period takes place as the body adapts to the updated spinal alignment and pressure distribution. This transition can sometimes temporarily affect how body heat interacts with the new materials.
If this new Emma mattress has already been in use for over the standard 4 to 6 weeks body adjustment period, kindly reach out directly so this situation can be further checked for you. We want to make sure your sleep environment is as restful and comfortable as possible.
Thank you once again for your valuable feedback and for letting this matter be addressed. Wishing you a wonderful, cool, and relaxing week ahead.
Warm regards,
Bryle From Emma
DO NOT BUY FROM EMMA MATTRESS
DO NOT BUY FROM EMMA MATTRESS!
We forked out on purchasing the mattress and the matching mattress protector. We washed the mattress protector as per instructions and it completely disintegrated! We have been back and fourth with customer services now for 3 weeks for a replacement, but because it’s past the 14 day warranty they refuse to replace, despite the item being faulty. Imagine not being able to clean your mattress protector that costs over £70?! The customer service is shocking so will be completely avoiding in the future.
*Emmas response below is false. We have gone back with the required information multiple times and get sent around in circles!
10 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear AnonB,
Thank you very much for taking the time to share this feedback about your experience with the mattress and the matching mattress protector.
Your willingness to reach out and highlight what happened during the washing process is greatly appreciated. It is completely understandable how unexpected and stressful it must be to have a premium item disintegrate after following the provided care instructions. Navigating a back-and-forth communication process for three weeks regarding a replacement is certainly not the smooth experience intended for customers. We want to say sorry for the impact this situation and the warranty refusal have caused. Your perspective on the quality expected from a high-value protector is entirely valid.
To investigate this further, 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 concerns are thoroughly addressed, and a positive resolution is reached. Thank you once again for your patience and for giving us the opportunity to turn this experience around.
Wishing you a wonderful and relaxing week ahead.
Warm regards,
Bryle From Emma
Never again
Ordered an emma mattress on black friday cost me £1200 got 2 pillows 1 mattress protector and 1 quilt after falling out with them about a discount they offered me I sent the mattress back couldn't send the other 3 items because in there t&c the mattress was the only thing on a 200day sleep after getting my refund I found out they had charged me £300 for the 3 items I useded dividebuy after paying a little over £500 all I got back was £185 they charged me £315 4 a mattress protector 2 cheap pillows that have no design and a cheap quilt u want 2 lose money this is the company 2 use they will give with 1 hand and take 3 times more when u send it back
10 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear David,
Thank you very much for taking the time to share your review again.
Your continued feedback is highly valued, and the extra effort taken to outline the details of your DivideBuy refund breakdown is truly appreciated. It is completely understandable how important it is to have full clarity and a straightforward experience regarding the costs of your mattress protector, pillows, and quilt. We want to say sorry once again for the ongoing trouble faced with this balance and for any negative impression left by this situation.
To provide some clarity, your concern has already been transferred once again directly to the senior team, who will be in touch via email very shortly. This team will be reviewing the details thoroughly to ensure everything is looked into and addressed properly for you.
We are always aiming to deliver an open, helpful, and professional journey, and your insights are incredibly useful in making sure service paths are continuously refined. Your amazing patience and cooperation while the senior team steps in mean a lot.
Wishing you a truly wonderful, bright, and peaceful rest of your day ahead, and many restful nights with your sleep setup.
Warm regards,
Bryle From Emma
I ordered a mattress
I ordered a mattress, with protector and pillows included as a special offer. On the final day of the delivery window the extras were delivered, but no mattress. A week on from there, still no mattress, and if I want to cancel I have to wait in all day (again!) and refuse the delivery. I also have to take the free items to an Evri drop off myself to return them, at my expense. Between Emma and UPS I've had countless wasted hours, time spent waiting for delivery, talking to a bot and sending emails. Terrible service for the cost.
5 July 2026
Reply from Emma Sleep UK
Dear Emma,
Thank you very much for taking the time to share this review regarding your experience with the mattress delivery process.
Your detailed feedback is highly valued, and the time taken to share these details is greatly appreciated. It is completely understandable how important it is to receive an entire order together within the expected timeframe, and to have a smooth process when items need to be returned. We want to say sorry once again for the trouble faced with the split delivery, the time spent waiting, and the steps required to manage the cancellation.
As much as the goal is to ensure that every order is delivered promptly to everyone, 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 the main brand, they manage their own distribution centers, truck routes, and delivery priorities. For example, if a courier vehicle encounters unexpected traffic, local vehicle issues, or sudden scheduling shifts within their specific network, those operational changes happen strictly on their side, which can unfortunately lead to tracking updates or sudden changes outside internal systems.
While the system shows that a request to cancel the order has been made and a colleague has already assisted with this, please know that the team is always more than willing to resolve any issue, even in complex instances like this.
If you ever decide to try an Emma product again in the future, you can rest assured that a dedicated team is here to support you. Just reach out, and the right solution will be found straight away.
We want to thank you again for your patience. Wishing you a truly wonderful, bright, and beautiful day ahead.
Warm regards,
Bryle From Emma
Simple process and delivery
Simple process and delivery. Went for the pro mattress and it suits us perfectly. Also got some free pillows and mattress topper with our order.
20 June 2026
Reply from Emma Sleep UK
Hi, MB,
Thank you so much for taking the time to share your wonderful review.
We are incredibly happy to hear that you had a simple process and delivery with us. It is fantastic to know that the Pro mattress suits you perfectly and that you are enjoying the free pillows and mattress topper that came with your order. Your kind words truly mean a lot to us. We always want to make sure you have the most positive and easy experience possible when choosing your sleep products. Knowing that everything went smoothly for you brings a big smile to our faces, and we hope your new mattress and bedding continue to bring you many cozy, peaceful nights of rest for a very long time.
Thank you once again for your amazing support and for being a part of our family. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Have a truly bright, wonderful, and beautiful day ahead.
Warm regards,
Bryle From Emma
Great communication and lovely…
Great communication and lovely mattress. Great value for money.
1 May 2026
Reply from Emma Sleep UK
Hi, Susan,
Thank you so much for taking the time to share your wonderful review.
We are incredibly happy to hear that you are pleased with our communication and that you love your new mattress. It is fantastic to know that you feel it is great value for money. Your kind words truly mean a lot to us. We always want to make sure you have the best and most pleasant experience possible with our team and our products. Knowing that we hit the mark for you brings a big smile to our faces, and we hope your mattress continues to bring you many cozy, peaceful nights of sleep.
Thank you once again for your amazing support 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.
Have a truly bright, wonderful, and beautiful day ahead.
Warm regards,
Bryle From Emma
Poor customer service
I was initially impressed by Emma's 200-night trial, but unfortunately my experience with their customer service has completely undermined my confidence in the company.
The Emma Pro mattress was simply too soft for me, so I exercised the 200-night trial as intended. I wanted to switch to the Emma Original mattress, which is firmer and actually a cheaper model. However, because promotional prices had changed since my purchase, Emma refused to let me buy the Original at the price I had already paid for the Pro.
What made this particularly frustrating was that I had previously been advised by their customer service team to keep checking for offers until the Original mattress returned to the same price. Despite this, they later refused to honour that advice or offer any goodwill gesture, instead repeatedly quoting their pricing policy.
I also asked for my concerns to be treated as a formal complaint, but this request was ignored. Rather than addressing my complaint, I received the same template response repeating their policy.
While Emma has honoured the 200-night trial by offering a refund, the way this situation has been handled has been disappointing. The trial should leave customers feeling confident that they can find the right mattress, not financially disadvantaged if they need to choose a different model.
Overall, I expected much better customer service and a more customer-focused approach. Based on my experience, I cannot recommend Emma.
9 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Sam,
Thank you very much for sharing this feedback about your experience with the Emma Pro mattress and the subsequent price adjustment request for the Emma Original.
Your detailed review is highly valued, and the time taken to outline these details is greatly appreciated. It is completely understandable how important it is to have clear, consistent guidance when navigating a mattress trial and looking for the perfect fit for a good night's sleep. We want to say sorry for the trouble faced regarding the pricing differences and the formal complaint process.
To investigate this further, 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 are always aiming to deliver a supportive, customer-focused journey, and your insights are incredibly helpful in making sure service standards remain high. Your patience while this is being reviewed means a lot.
Wishing you a truly wonderful, bright, and peaceful day ahead.
Warm regards,
Bryle from Emma
Really happy with my new mattress
Really happy with my new mattress. Arrived compact in a box so was very easy to take out and lay on the bed. Such a comfortable night's sleep!
13 June 2026
Reply from Emma Sleep UK
Hi, Lisa,
Thank you so much for taking the time to share your lovely review.
We are incredibly happy to hear that you are loving your new mattress and that it gave you such a comfortable night's sleep. It is wonderful to know that the box was easy to unpack and set up on your bed. Your kind words truly mean a lot to us. We always want to make sure you have the best experience possible from the moment your order arrives at your door. We hope your new mattress continues to bring you many more restful, cozy nights for a very long time.
If you ever have any questions or if there is anything else we can do for you in the future, please feel free to reach out to us at any time. We are always right here and more than happy to help you.
Thank you again for choosing us. Have a great day ahead.
Warm regards,
Bryle from Emma
NEVER BUY FROM EMMA SLEEP
NEVER BUY FROM EMMA SLEEP.
Returned an item that was unwanted due to circumstances changes. The item was picked up by DX freight, organised by Emma themselves.
Over a month later Emma is still trying to argue that they never collected the mattress and will not refund me.
I’m now £300+ out of pocket and also WITHOUT A MATTRESS.
Absolutely disgraceful and disgusting company, avoid at all costs!!!
6 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Harry,
Thank you very much for taking the time to connect and share your feedback regarding your return experience.
It is completely understood how important a smooth and reliable return process is when circumstances change. When an unwanted item is successfully collected by an assigned courier, receiving a prompt and clear update regarding your money is a very natural expectation. Being out of pocket without the product for more than a month is a significant matter, and wanting a swift resolution is entirely reasonable. We want to say sorry for the delay and for the confusion surrounding the current status of your mattress return.
To investigate this further, 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. This will allow a deep look into the courier tracking history to straighten everything out.
We are fully committed to ensuring this is handled properly for you moving forward. Your patience while this is being sorted is highly valued, and we hope a positive resolution is reached very quickly for you.
Have a truly wonderful, peaceful, and pleasant day ahead.
Warm regards,
Bryle From Emma
Sofa frame snapped
Bought a sofa bed 2.5 years ago. Very poor quality - slats started breaking almost immediately, sitting area mattress kept slipping off the mattress and overall wasn’t comfortable. A couple weeks ago, the metal frame snapped where the welding points are on both sides. Shared with customer service and was told that as it’s the over 2 years since purchase, we cannot have this rectified. Paid £1300 for this just to then not be able to use anymore after such a short amount of time. No wonder they don’t do this sofa bed anymore.
Ridiculous - will never buy from Emma again.
18 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Roxannee,
Thank you very much for taking the time to connect and share your feedback regarding your sofa bed purchase.
It is completely understood how important it is to have a reliable, long-lasting piece of furniture for your home. Expecting regular daily use from a sofa bed is entirely reasonable, so experiencing broken slats and a snapped metal frame is naturally quite a difficult situation. Investing a significant amount means wanting the item to stay in excellent shape for a long time, and finding that the product can no longer be used creates a real inconvenience. We want to say sorry for the issues you have encountered with the quality and comfort of the sofa bed.
As much as the team would love to take care of this and cater to your needs, please be advised that no options remain available from this end since the order has already passed its official warranty period. To help explain clearly, all Emma items come with a specific warranty window, such as 2 years for certain furniture pieces, to cover manufacturing concerns during that timeframe. Because this specific purchase was made 2.5 years ago, the account system automatically locks and prevents any part replacements or returns from being processed.
To help provide the best possible experience, every product also comes with a risk-free home trial period at the very start. This special trial is designed so that if any part of the item feels uncomfortable or unsuitable for your home needs, a free return and full refund can be completed right away.
While it brings sadness to see you go, please know that our team is always more than willing to resolve any issue, even in complex instances like this. If you ever decide to try an Emma product again in the future, you can rest assured that we are here to support you. Just reach out, and a dedicated representative will jump straight into finding a solution.
Your time and honest insights are highly appreciated. Wishing you a truly pleasant, peaceful, and wonderful day ahead.
Warm regards,
Bryle From Emma
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