Emma Sleep NL Reviews 

It is the worst customer service I had to deal with in my entire life. I made an order and its already a month and I haven't received my order. When you can them to ask, all what they say is you have to wait. Wait till when? They say we can't promise a date when you receive your product and they dont want to provide any fix.

Ordering from them is just absolute frustration.
NOT RECOMMENDED !!!!!!!

Thank you for your reply. But I don't need an update. I need to receive my order.

Update: I received email from Emma sleep after my review here providing a solution of cancelling my the remaining part of my order (mattress) and refunding the amount of the mattress and charging me for the items that were supposed to be free with the full package (read below).

Initially I bought the package with 995 euros including a free bed. They sent me the bed with pillows and cover and didnt send the mattress. The bed was supposed a free item with the package. then they sent an invoice of the bed to my emails with a cost of 393 euros.

After that they offer me a refund of 405 euros for the mattress. And if I want a full refund, I asked are you coming to pick up the bed from my house? no response.

Meaning if you order from them, they will send you the part of the order that you are most probably was not interested in (like in my case the metallic bed which I only opted for because it was free) and make you wait for the remaining part for ever. Then offer a refund on the part of the order that you wanted (a mattress) and charge you for the free items.

So in summary they will sell you a package ( mattress + free bed) then delay the delivery of the mattress as long as they could and then ask you to cancel the mattress and charge you for the free bed. This is really a scam in a modern method. Be careful!!!

The delivery system was helpful and quick. The mattress looks good however it’s not comfortable at all. It crumbles from its mid point therefore I get back pain every day in the morning. Not sure why this is happening but I’m trying new methods daily which hasn’t been any good. I’m curious if this is happening because I’ve selected the refurbished version. My friend suggested me this company and I regret my decision every day.

Very good mattress. Soft but still maintains really well it's shape. The delivery also was very fast.

I would not advise ordering a bed from Emma Sleep for various reasons, the main one being: my bed was supposed to be delivered a few weeks ago. On the day itself, I was called by Dynalogic 10 minutes before delivery; the topper and mattress were both missing. The topper was delivered a few days later. It is unclear when the mattress will be delivered and so at the moment I (only) have an incomplete bed to sleep in (!). Customer service is unresponsive per e-mail. By phone, I could (only) be told that it is (completely) unclear when the mattress will be delivered. For the price Emma Sleep charges, I expected considerably better service.

Order details: #0003-PN4VW2

Professional company, very trustworthy with good quality products .

I am extremely disappointed with the service I have received from this company. I ordered a bed that costs a lot, and the company communicated via email that the delivery would occur between July 26th and August 1st. However, they have not delivered the purchase yet. When I call, they constantly lie, saying they will investigate and that we should contact the logistics company. The logistics company says they have not received any order and that we should call Emma back.

To make matters worse, I am currently pregnant and have nowhere to sleep because they promised to deliver the bed in a short time. The uncertainty, constant lying, and lack of action are creating a significant amount of stress for me. This situation is causing me a great deal of stress and inconvenience. I would not recommend this company to anyone due to their lack of reliability and poor customer service.

For the latest update based on Emmas Reply: We have not received a delivery date yet! We have received an information that Dynalogic is still missing a part of the order and that Emma cannot confirm when this is going to happen. In the meantime Dynalogic denied this information.

Delivery date: is a date and a time.
For as long as we do not have a confirmation via email that the delivery will be done completely in a certain date, you cannot ask me to delete my review so other people can read and be cautious of the problems they will face with Emma.

the worst order ever

ordered in the store 2 diamond pillows but got 2 different types and one even had the wrong pillow in it.

In the store in Amsterdam they couldn't help at all and the customer service also had no clue. Then, there's no return form in there so I'm completely stuck with this nonsense. Never ordering again.

I love my pillow!

Excellent quality, well packaged and fast shipping. Very good price/quality. I'm very happy with how well I sleep

Sleeping on the ground for more then an half a year!

I ordered an Emma sleep bundle on 31st December 2023, and after waiting a couple of months, I received the first package. However, this was only the mattress. As I'm living in a student room without much space, I slept for a few weeks on a double mattress. After waiting three months, I was finally supposed to receive the bed frame. So, I got rid of my old bed and slept on the mattress on the ground. Unfortunately, I only received package 1 of 2, meaning I now just have a big, useless box and am still sleeping on the ground.

After several useless calls with customer service, I found out that the bed I ordered wasn't being produced anymore, meaning I was waiting for nothing. Hoping to fix this, I reached out again to the service help, but again got nothing from it. After a long time of calling every day, I finally got in contact with an employee who could help me. Unfortunately, he is also just looking for ways to help me, resulting only in a discount code that I can use after I return everything and order a new bed.

This seemed unfortunate after waiting for so long, but I just want to have a bed. Of course, things could get even worse as I am still waiting for the discount code after three weeks, and I can't get back in contact with the employee due to the messed-up mail and calling system of Emma Sleeps. So, after waiting for more than half a year, I am really fed up with this company, having to sleep on the ground and not giving a damn.

Update: 23/07/2024

Customer service has now provided a detailed explanation for the confusion. The product I received is indeed the same as the one I ordered, but the invoice listed a different name because the mattress is named differently in their system. They also shared a screenshot from their system confirming it is the same product. It's unfortunate I wasn't informed of this earlier, which led to my returning the mattress. Nevertheless, I appreciate the response from customer support and will change my review from 2 stars to 4 stars. Although I did not end up with the mattress, I appreciate their response to my initial review. Thank you.

Original review-
I bought a Hybrid Premium mattress from a website, and I received three emails confirming this specific mattress before delivery. However, when I got the invoice, it listed a different product name: “Original Hybrid Cooling V2,” which isn’t even available on their website. The invoice amount was the same as what I paid for the mattress I ordered, but when I checked online, I found that the “Original Hybrid Cooling V2” costs less. This is very misleading. They even delivered this different mattress. I didn’t want it and asked them to take it back. They claimed it was the right product because the bar code matched, but that doesn't make sense since it’s not listed on their site.

Additionally, the website's discounts are misleading. They create a sense of urgency by making it seem like the discounts are only available for a few days, but they always have some discount running under different names. I decided to return the mattress, and the return process wasn’t too bad. It took over a week, but I got my money back without much hassle. I won’t be ordering from them anymore.

Order number- 0003-6EYV8M

Such bad service... Everything went wrong from the order.

They said 4-day delivery, so I booked them. First, the order did not go through. Then money was taken from my account. After that, the order went through, but they doubled all my items...

Then the order was broken into three deliveries. I was informed about the first two and received tracking numbers.

For the second delivery with DPD, Emma Company put my address in wrong. When I finally got hold of them, they told me I had to call DPD to fix it – resulting in a 3-day delivery extension.

It turns out the mattress was with another company they never even told me about (yes, the fourth delivery).

Finally, after giving me the wrong information for this delivery, I was able to source my mattress.

It is now day 5, and only 2 out of twelve packages have arrived. My mattress should be delivered tomorrow (who knows) and the other 9 items... I have no idea.

Emma does not reply to emails, and half their team is unable to help due to intellectual ability...

I would really advise you not to use this company. This is the first review I have ever left.

Date of experience: July 17, 2024

Supertopper

Ordered a top of the range mattress and protector. Used their DivideBuy service. They delivered the protector a week later but no mattress. I waited a couple days before contacting them and was told we don’t know where my mattress was. After two weeks and numerous emails and phone calls they told me that DPD had returned it to their warehouse. Another week passed and they still couldn’t tell when I would get it. So I cancelled the order and returned the protector for credit. Another 10 days passed before account was credited. Very poor service and an unprofessional company. DO NOT DEAL WITH THEM.

I order the Luxe Sleep Emma, which is a sofa-bed and I am extremely happy. I got it in a discount so that was definitely value for money. The packaging was also very protective. I received it in 2 working days in my place (I live in Amsterdam), which is extremely fast. I recommend 100%.

The delivery was very well communicated and arrived on time. The quality of the products (pillows) is perfect.

the pillow is really great

Whole experience is a nightmare, I say is because I've ordered a bed, mattress, topper and pillows on may 21st. I received a tracking link rather quick, the pillows arrived perfectly on time and then the tracking link was never again updated. total order promised delivery time was 2-4 weeks.

After 5 weeks of waiting I had still only received the pillows and the tracking link still only had the tracking details for the pillows. After writing to customer service the next morning suddenly the tracking link was updated with the other items, here I could see that the mattress, topper and mattress cover were returned back to the factory. I don't know if they even tried to deliver it at my house I never received any mail/sms/call of a delivery for those items.

The following monday my bed was delivered, they asked me to indicate a delivery time and they came a cool hour late so I barely made it in time for the cremation of my grandfather who passed away the week prior. After my bed was delivered and I came home from the cremation I received a mail informing that now all my items were delivered! But... I was still missing the mattress, topper and cover... I wrote back to them, I called them. The resolution was to send the items again, sure, perfect, now 1,5 week later I have yet to receive a tracking link for the items. My topper and cover were delivered in seperate orders which I only was able to even receive because I currently have time off from work but I still have not yet hear any news or word of the mattress.

So my current situation is: I'm sleeping on my old to small mattress on the new boxspring, my neck and back are killing me cus the old mattress sleeps even worse on the new frame than it did on the old one, my bedroom is full of items for the new mattress. yet here i am endlessly waiting to hear anything about my mattress... And it's been almost 2 months since I ordered.

TL:DR Whole process is a nightmare.

I would never advise to buy anything with this company.

I have ordered a boxspring and was very excited about it. The track and trace link came quickly from the transport company. On the day of the delivery the transport company said that they cannot bring the bed upstairs, a lift is need (like they don’t know it’s Amsterdam). On Emma website it said that the delivery and assembly is free - the bed is almost 5k without a discount, but no lift to take it up?
Then after assembly I noticed that one leg looked wrong and I was assured that they just had to level it with the floor correctly. Upon leaving the bed collapsed!
I called and called customer service, where no one speaks English. You can only get an English (sort of) speaking person if you say you want to learn about new products, but not if you have already ordered with them.
I canceled the order, but then decided to give it a chance and just get a new part in place of the broken one. The guy tried really hard and was very friendly, but still everything went wrong. The transport company came to pick up the whole bed, and not the broken part. He ordered two new parts instead of one by accident. Then I canceled the whole order. The delivery guys came to pick up the whole bed and said that they also have a new part for me, but it’s not the one the support guy ordered. I really had to laugh.
Got money back, but now they again contact me to send the pictures of the broken bed, to process the refund.
I could not stop laughing.

What a joke, not a company. Hire at least one English speaking person if you sell beds for 5k.

UPD:
Order number: 0003-7G2P7W
I am not able to send a message, because you need to request it via a special form at Tristpilot.
Also, your customer service misspells my name in every mail and I was refused to be compensated for the lift I had to hire to get the bed to the apartment. Why do I have to bear the costs if the bed is broken and returned in the end?

Terrible experience. Ordered a refurbished mattress on 24th of April. Tracking on their website said it would arrive between 1 and 10 May. After it didn't I contacted them through email, they said they would look into it but nothing happened after that. Called them 10th of June, still nothing, they advised me to wait another week and of course I would at least get 50 euros back for the wait. 1st of July, still nothing has happened, have called them again and only now they explain why it takes so long (refurbished mattresses aren't being shipped that often?) and I have cancelled the order, but there's nothing that they can do for me regarding a discount for ordering a normal mattress with them (since those would be delivered quicker). WHAT hahaha! Ridiculous!