Disappointing quality for a heavily advertised mattress Emma Hybrid II I would rate the overall experience as mixed. On the positive side, company’s logistics and delivery deserve an 8/10, and th... See more
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See what reviewers are saying
In the end, the bed we bought wasn't the right fit for us because it was softer than we expected. I have to admit that after reading some reviews on Trustpilot, I was a bit worried about the retur... See more
Company replied
Been waiting for a refund for the past 7 months. Every week the support team if you can call them that is telling me it’s coming. More than 100 emails sent out. Unbelievable, I’ve never seen thi... See more
Company replied
I switched because my old one felt too bouncy and the edges san whenever i sat to tie my sneakers which got annoying fast. The emma hybrid arrived bed in a box, easy to schedule, and the box was immac... See more
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Company details
About Emma Sleep NL
Written by the company
✓ Meer dan 5.000.000 Emma-slapers wereldwijd
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
Ontwaak op je best met Emma Sleep
Written by the company
- Onze producten zijn zorgvuldig ontworpen met jou in gedachten. Ontdek onze hoogwaardige slaapproducten zoals matrassen, bedden, boxsprings, kussens en toppers.
- Emma Sleep is inmiddels 's werelds grootste slaapmerk, actief in meer dan 30 landen. We blijven ons voortdurend inzetten voor het verbeteren van de slaapervaring. Omdat wij geloven dat een goede nachtrust leidt tot een beter welzijn.
Een echt zorgeloze slaapervaring
Onze beloftes
Tot 100 nachten proefslapen - We bieden 100 nachten proefslapen aan op al onze producten, met uitzondering van kussens, zodat je je nieuwe Emma-producten thuis kunt uitproberen.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Contact info
Netherlands
- https://www.emma-sleep.nl/
- emma-sleep.nl
3.3
Average
19k reviews
Asks customers to review
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Stay away from EMMA-sleep
Stay away from EMMA-sleep. You feel like you are getting scammed legally. They divided my parcel into 3 seperate ones, I received 2/3, but guess what, the last parcel is just stuck with the couriers and cannot be found. EMMA customer service always have some BS excuse about why they cant assist today or I should phone the courier company to get updates. I will never in my life ever buy from them again or reccomend them.
23 December 2025
Unprompted review
Reply from Emma Sleep NL
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and understand how unpleasant it must be to receive only part of your order and not get the support you expected. This is not the level of service we aim to provide, and we appreciate you bringing it to our attention so we can work on improving.
Kind regards,
Emma team
Great product, very happy with my new mattress!
28 November 2025
Reply from Emma Sleep NL
Hi Anna,
We're so glad to hear that you're happy with your new mattress!
That's exactly what we do it for, a good night's sleep really makes a world of difference.
Thank you for sharing this with us, it means a lot. If you have any questions later or want to know anything about maintenance, warranty, or accessories, I'd be happy to help.
Kind regards,
Team Emma
No customer service support
No customer service support, promised things at the purchasing time that did not happen (e.g. dumping old mattresses, delivery at a certain time, mattresses not having same height).
5 January 2026
Reply from Emma Sleep NL
Hi,
Thank you for sharing your experience with us.
We are sorry to hear that the promises made at the time of purchase were not fulfilled. The disposal of old mattresses, delivery at the agreed time, and receiving mattresses of the same height are important points that you, as a customer, should be able to rely on. We understand that this did not go well, and that is absolutely not the service you should expect from us.
We sincerely apologize for the inconvenience you experienced. We take your feedback seriously and will pass it on internally so that we can improve. For clarification: we do not offer a service for collecting old mattresses.
Thank you again for your openness; this helps us to improve our service.
Kind regards,
Team Emma
Translated with DeepL.com (free version)
Reply from Emma Sleep NL
Hello Lauren,
Thank you for your review.
We are delighted to hear that you are so satisfied with the mattress and have even emphasized how comfortable it is. We greatly appreciate that.
If you have any questions or need assistance in the future, we are happy to help.
Kind regards,
Team Emma
Good product, very late delivery
Hello everyone! I almost never write reviews, but for this company it felt like a duty. First of all, the product itself is really great — nothing to complain about there. Consumentenbond and similar organizations recommend it as well, so no issues at all. Compared to other companies, they’re cheaper too.
But the delivery? Oh man… I think they only have one driver, and he’s definitely working part‑time! I received it after 3 months. A nice mattress for the price, but keep the delivery time in mind :)
9 January 2026
Unprompted review
Reply from Emma Sleep NL
Hello Ahmet,
Thank you for taking the time to share your experience.
We are delighted to hear that you are so satisfied with the product itself and that the mattress fully meets your expectations. We greatly appreciate that.
At the same time, we understand that a delivery time of three months is absolutely not what you should expect. We apologize that it took so long; that is, of course, incredibly frustrating, especially when you are excited to use your new mattress. We are continuously working to improve our delivery times and prevent these kinds of situations.
Thank you for leaving such a positive review despite the delay. If you have any questions or need help with anything in the future, we are happy to assist you.
Kind regards,
Team Emma
One month and NO BEDS
Update: they replied to this review saying “I see you’ve spoken to a customer service rep and that the issue has been resolved.” Let me be very clear, the issue has NOT been resolved. We still don’t have our beds and we’re taking legal action now. It’s also interesting that they have time to reply to this review, but have never once replied to any of my emails nor phone calls.
One month and NO BEDS!
If I could give this company negative stars I would. We're currently in the process of getting our lawyers involved, and reporting Emma Sleep to our credit card company because this company has been so terrible to deal with. We are out $2K and still no beds after one month! They never delivered the bed and then the shipping company cancelled the order altogether, and now we have to place a whole new order where they're quoting us ANOTHER month until our beds will be shipped.
STEER VERY CLEAR of this company if you actually want beds and to maintain your sanity!
5 December 2025
Unprompted review
Reply from Emma Sleep NL
Hi Felicia,
Thank you for taking the time to share your experience with us.
We are very sorry to hear that you still had not received your beds after a month. This is absolutely not the experience we want to offer, and we sincerely apologize for the inconvenience this has caused.
Fortunately, I see that you have since spoken to our customer service team on the phone and that a solution has been found. If there is anything else you need or if you have any further questions, we will of course be happy to help you.
Kind regards,
Team Emma
Extremely Disappointing Experience
Extremely Disappointing Experience – Still No Refund
I ordered four under‑bed storage drawers from Emma Sleep for £596. The estimated delivery date was 5th December, which was important because we were moving house on the 19th and needed the extra storage.
The drawers never arrived.
When I contacted customer service, I was told the date was only an estimate. A few days later, after chasing again, I was informed they had stock issues and would have to cancel my order. I was assured a refund would be processed within 14 working days.
That refund never arrived.
After contacting them again, I was told the refund had been initiated — but for the wrong amount, so they needed to restart the process. Since then, I’ve received multiple emails promising someone would get back to me, but all I ever receive are generic, AI‑generated‑sounding apologies saying they’re “looking into it.”
Weeks later, I still have no refund and no meaningful communication. Customer service has been appalling, and I’m now having to consider contacting my credit card company to retrieve the funds.
Based on this experience, I would not recommend Emma Sleep.
4 January 2026
Unprompted review
Reply from Emma Sleep NL
Hi Deborah,
Thank you for taking the time to share your experience with us.
We are truly sorry to hear that you had such a disappointing experience with both the delivery and the refund.
We understand how frustrating this must be, especially since you needed the drawers before your move and have now been waiting weeks for a significant amount of money without clear communication.
We apologize for the inconvenience. We take your feedback seriously and will use it to improve our processes.
Kind regards,
Team Emma
Waite 2 month for a mattress
Waited 2 month for a mattress, that was lost in logistics. No mail to attest to it, had to call them at least 10 times no exaggerations, everyone was super polite but couldn't answer any question on compensation, timing, couldn't even send me a confirmation by mail if its not autommated.
Compensation for 1 month of delay was 60 euros on a 800 euros mattress. Counting the fact I bought it on black friday and so I lost any other deal for other companies. Procedure doesn't make any sense and the company doesn't let the contact support to provide any answers on how they calculate or witch transporter will handle the order. Therefore offers nothing to make a decision and just lets you wait.
It's not worth it, especially if your are moving in an appartement and you need a mattress to sleep and not to replace.
So 2 months without a bed, 800euros on hold with polite contact support that can't answer any real question.
Fix your procedures, especially with your prices and the luxurious marketing.
2 January 2026
Unprompted review
Reply from Emma Sleep NL
Hi Cassiopi,
Thank you for taking the time to share your experience with us.
We are truly sorry to hear that you had to wait two months for your mattress and that the package was lost in transit.
We understand how frustrating this must have been, especially when you have just moved and need a mattress to sleep on right away. We also take seriously that the compensation did not feel proportionate to you.
If you have any further questions, please do not hesitate to contact us.
Kind regards,
Team Emma
Bad services and deliveries
Don't expect quick deliveries. With orders over 1000 Euros, you would expect a service a bit better. Have been waiting for 2 months, multiple cancelded deliveries that force you to stay home, as they will only notify you on the day itself.
Maybe the sleep quality is good enough, but I would just skip the hassle and pay a bit extra.
2 January 2026
Unprompted review
Reply from Emma Sleep NL
Hi Rijk,
Thank you for sharing your experience with us.
We are very sorry to hear that your delivery has been delayed for so long and that several delivery attempts have been canceled. We fully understand how frustrating it is to have to wait for weeks, especially when you have to stay at home without prior notice. This is absolutely not the level of service we strive for.
Due to the current high volume of orders, we are unfortunately experiencing delays. We sincerely apologize for the inconvenience you have experienced so far. We are doing our utmost to deliver your order to you as soon as possible.
If you have any further questions, please do not hesitate to contact us.
Kind regards,
Team Emma
Great customer service
I had a great experience with Emma Sleep. The delivery service was really good — fast, smooth, and well-organized. On top of that, their customer service team was very helpful and responsive when I had an inquiry. They answered my questions clearly and made the whole process stress-free. Overall, a very positive experience.
6 December 2025
Reply from Emma Sleep NL
Hallo,
Thank you very much for your wonderful review!
We are delighted to hear that your experience with Emma Sleep has been so smooth, from the fast and well-organized delivery to the helpful support from our customer service team. It's great to know that we were able to answer your questions clearly and make the entire process stress-free.
We appreciate you taking the time to share your experience and we are here for you if you need anything else in the future.
Kind regards,
Team Emma
Reply from Emma Sleep NL
Hoi Maria,
Wat geweldig om te horen dat je zo tevreden bent! Fantastisch dat het matras je zo goed bevalt en dat de kwaliteit aan je verwachtingen voldoet. Dank je wel dat je dit met ons deelt.
Mocht je nog vragen of opmerkingen hebben, neem gerust contact met ons op, we helpen je graag verder.
Met vriendelijke groet,
Emma Sleep Team
My son sleeps much better now
18 December 2025
Unprompted review
Reply from Emma Sleep NL
Hi Wil,
We're so glad to hear that your son is sleeping much better now! That's exactly what we do it for. Thank you for sharing this with us.
If you have any questions or comments, please don't hesitate to contact us. We're happy to help.
Kind regards,
Emma Sleep Team
Fast delivery, amazing comfort
Delivery was so quick and the mattress is amazingly comfortable. We purchased the Emma Hybrid 2 for our son and he sd it's like sleeping on a cloud :-)
We purchased during the black friday sales and that helped to make the price on par with similar offers at Ikea. Very happy with Emma all around.
27 December 2025
Reply from Emma Sleep NL
Hoi Morgan,
Bedankt voor deze prachtige review!
Wat geweldig om te horen dat de levering zo snel was en dat het matras voor jullie zoon ongelooflijk comfortabel ligt. Dat hij zegt dat het voelt alsof hij op een wolk slaapt, daar worden wij echt blij van.
Fijn ook dat jullie tijdens de Black Friday-actie zo’n mooie deal hebben kunnen krijgen en dat de prijs goed aansloot bij jullie verwachtingen. Het is fantastisch om te lezen dat jullie helemaal tevreden zijn over Emma.
Mocht je in de toekomst nog vragen hebben of ergens hulp bij nodig hebben, dan staan we altijd voor je klaar.
Met vriendelijke groet,
Emma Sleep Team
Reply from Emma Sleep NL
Hi Nicole,
Wat geweldig om te horen dat het product zo perfect bevalt!
Dankjewel voor het delen van deze mooie review, dat waarderen we enorm.
Met vriendelijke groet,
Emma Sleep Team
Emma.nl has still not responding to e-mails, cant talk to a person in Customer Desk
19/12/2025 and Emma.nl has still not responded to our e-mails regarding missing product for over 180 euros while only issueing an invoice for 2 products and charging us on the order for 3 products. There help line is poor, as already reported they would not accept a call in English on the 18/12/2025 and this morning (19/12/2025) we called with Dutch Speaker and we still could not get to speak to someone with a pulse. There automated system refused to move the call forward if it was not recorded, then we pick to record and then the system stated the order number was not correct.. How can a company improve its image if it will not speak to its customer, deal with everday issue and it hides behind an automated system. We now have raised the issue with paypal, but having to deal with this type of service and behaviour from a company on Xmas period is not acceptable and they should be called out on it.
19 December 2025
Unprompted review
Reply from Emma Sleep NL
Dear Alan,
Thank you for taking the time to share your experience with us.
We are very sorry to hear that you still have not received a response to your emails and that you have had to go to such lengths to reach someone. That is absolutely not the service we want to provide.
It is obviously not our intention that you should be left in the dark about your order or that our telephone system should be of no help to you. We sincerely apologize for the confusion, inconvenience, and extra time you have had to invest in this.
Our email department is currently very busy, which is unfortunately causing delays in responding to messages.
Once again, we apologize for the situation. We appreciate your patience and would like to resolve this issue for you.
Kind regards,
Emma Sleep Team
Great matras!
Great matras!
After a few months I can say that it feels amazing to sleep on this matras. The harder side is my favorite.
25 August 2025
Reply from Emma Sleep NL
Dear Robert,
We are delighted to hear that you are so satisfied with your mattress and that the firmer side is your favorite!
We wish you many more wonderful nights of sleep.
Kind regards,
Emma Sleep Team
Ordered in October, still no mattress 3 months later
Ordered a mattress on 7 October 2025, with an expected delivery date between 18 November 2025 and 2 December 2025. This was subsequently pushed back to 8 December 2025. I keep ringing Emma to find out when the mattress will delivered, and the date keeps being pushed back there as well. First 22 December 2025, now 27 January 2025... Have very little faith that the mattress will actually arrive on the promised date. Inconceivable that it will take 4 months to deliver, despite them saying it is in stock in their warehouse.
11 December 2025
Unprompted review
Reply from Emma Sleep NL
Dear Sophie,
Thank you for your feedback.
We are very sorry to hear that your mattress has still not been delivered and that the delivery date has been postponed several times. We understand how frustrating this is and sincerely apologize for the inconvenience.
Due to the current high volume of orders, some deliveries have unfortunately been delayed. We are doing everything we can to get your mattress to your home as soon as possible and will keep you informed.
Once again, we apologize for the delay and thank you for your patience and understanding.
Kind regards,
Emma team
Cancelled Order and Poor Customer Service Experience
I placed an order for a pillow on the Emma website, and although the order was confirmed, it was cancelled a few days later with no reason provided. I had applied an official promo code, and it is disappointing that a company of Emma’s size appears unable to honour its own discounts. This experience reflects very poorly on their customer service.
9 December 2025
Unprompted review
Reply from Emma Sleep NL
Dear Ufuk,
Thank you for sharing your experience with us. We are sorry to hear that your order was unexpectedly canceled. We understand that this is disappointing and that you had an unpleasant experience as a result.
We would like to point out that a discount code was included at the bottom of the cancellation email, which you can use for a future order.
We apologize for the inconvenience and thank you for bringing this to our attention.
Kind regards,
Emma team
I ordered pillows from Emma and was…
I ordered pillows from Emma and was really looking forward to receiving them, but my order was cancelled without any explanation. No email, no reason, nothing. Just cancelled out of nowhere.
This experience has seriously damaged my trust in this brand. I won’t be ordering from Emma again.
5 December 2025
Unprompted review
Reply from Emma Sleep NL
Dear Jerome,
Thank you for sharing your experience with us.
We are very sorry to hear that your order was unexpectedly canceled without a clear explanation or notification. This is, of course, very disappointing and absolutely not the experience we want to offer.
We sincerely apologize for the inconvenience and understand that this has damaged your trust in our brand. This should not have happened, and we take your feedback seriously in order to improve our communication and service.
If you would still like to contact us, we would be happy to work with you to find a suitable solution.
Kind regards,
Emma team
Not 5 star product but I would consider the brand as candidate for next purchase.
I ordered the Emma origin bed. Unfortunately, it doesn't meet the expectation. Although the product description says it's a easily assembling product, it's not. Very user unfriendly design, manufacturing tolerance is not taken into account which lead to the bad assembling quality. For example, I hardly can compensate the four supporter foot height. Also some screw holes was blocked by wood debris from manufacturing process.
The material of the product is well in high quality.
7 December 2025
Reply from Emma Sleep NL
Dear Peng,
Thank you for taking the time to share your experience with us. We are pleased to hear that you are satisfied with the quality of the material, but we are sorry that the assembly did not meet your expectations and that you experienced problems with the manufacturing tolerances and screw holes.
We take your feedback seriously and will pass it on internally to our product team so that we can further improve the assembly quality. If you encounter any practical problems when using your bed, please let us know at service@emma-sleep.nl. We will be happy to work with you to find a suitable solution.
Kind regards,
Emma team
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