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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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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I've had the mattress for just three…
I've had the mattress for just three years and around a month ago I started waking in the night with hip and shoulder pains. I contacted Emma to report the matter and they suggested I send them photographs of the mattress with weights at different points on the mattress to show whether the mattress was sagging in any way. It seems to me that the mattress needs replacing because it is faulty but Emma are making it as difficult as possible to provide a new mattress. I notice that on independent bed reviews that suffering from hip and shoulder pain when using a Emma mattress is a common complaint. I'm very disappointed with their response and will look elsewhere for a replacement mattress.
12 November 2025
Unprompted review
Reply from Emma Sleep NL
Dear Falsome,
Thank you for sharing your experience with us.
We are sorry to hear that you are experiencing pain after three years of use and that you are disappointed with the way your complaint has been handled. We understand that this is very upsetting for you and that the process of assessing your mattress can feel complicated.
We take your feedback seriously and will pass it on internally to further improve our service. In order to help you properly, we need proof that your mattress is defective. We understand that this is not the answer you were hoping for, but we want to support you as best we can within the warranty conditions.
Kind regards,
Emma team
Great topper
Great topper! very good quality and perfect for people with lower back pain. Would totally recommend it.
20 November 2025
Reply from Emma Sleep NL
Dear Evelyn,
Thank you for your review.
What a wonderful review! It's great to hear that the mattress topper is such good quality and relieves your lower back pain.
Thank you for your recommendation, it means a lot to us!
Kind regards,
Team Emma
Very Disappointed with the Service
I ordered pillows on promotion from Emma. The delivery took more than 15 days and in the end, it never arrived. Emma’s delivery partner claimed they couldn’t find my address, even though I received packages from other delivery companies on the exact same days without any issue.
They also claimed they didn’t have my phone number… yet I received a text message from them informing me that the delivery was cancelled and that the pillows were being sent back to Emma. Clearly, they did have my contact details.
I then contacted Emma’s customer service, but they offered no solution and took no responsibility. They simply told me to place a new order, even though the item was no longer on promotion. They didn’t offer anything to make up for their mistake.
In short: disappointing service and a lack of professionalism from both the delivery partner and Emma’s customer service.
15 November 2025
Reply from Emma Sleep NL
Dear,
Thank you for your review. We are sorry to hear that your pillows were not delivered, which is of course not what you expected.
We have seen that the address was not provided in full, which unfortunately meant that the delivery could not be made. In that case, we will refund the purchase amount and you can place a new order yourself if you wish.
We hope to be of better service to you with your next order and wish you a pleasant day!
Kind regards,
The Emma team
Clear product offering
Clear product offering, experience as described and fast product shipment
19 November 2025
Reply from Emma Sleep NL
Dear Sophie,
We are delighted to hear that our product range was clear to you and that your experience matches what we promise. It's great that the shipment was fast too, that's how it should be!
Kind regards,
Team Emma
Reply from Emma Sleep NL
Hoi Tanya
Wat fijn om te horen dat je zo tevreden bent met je nieuwe matras en dat de levering soepel is verlopen!
We wensen je heel veel comfortabele nachten en uitgerust wakker worden toe.
Groetjes,
Team Emma
Months of delay in delivery
Months of delay in delivery without proper communication. Avoid, choose something else
15 November 2025
Unprompted review
Reply from Emma Sleep NL
Dear Marijn,
We are sorry to hear that your delivery has been delayed for months and that you found our communication insufficient. That is absolutely not the experience we want to offer our customers. We sincerely apologize for the inconvenience and disappointment.
Thank you for sharing your experience with us. This helps us to further improve our service. 💙
Kind regards,
Team Emma
Pretty good for a mattress in a box.
Emma is pretty good for a mattress in a box. The one I bought even has air coils. It’s pretty firm. The last one we bought from Emma didn’t stay firm very long and was uncomfortable within a year, so I’m hoping this one remains the same for at least a couple years. You get what you pay for with Emma. It’s decent enough and comparable to other mattresses in a box.
2 November 2025
Reply from Emma Sleep NL
Dear Rachel,
Thank you for your detailed and honest review. We are pleased to hear that you are satisfied with the comfort and firmness of your new mattress, and that you appreciate the air springs.
We understand that your previous experience with a mattress that did not remain firm for very long has influenced your expectations. We sincerely hope that this model will offer you long-lasting sleeping comfort.
If you have any questions or comments in the future, we are always here to help. Thank you for your trust in Emma! 💛
Kind regards,
Team Emma
Too soft for a medium hard mattress
The mattress was too soft for my personal preference. The return process is difficult. I started my return over 10 days ago, and have not heard back from the Emma team. Finding contact information on the webpage is also difficult; they want me to speak to a chatbot. The quality of the mattress seems to be good. Too bad there was no possibility to try the mattress in a physical store.
19 October 2025
Reply from Emma Sleep NL
Dear Mary,
Thank you for sharing your experience. We are sorry to hear that the mattress did not meet your expectations and that the return process has not been smooth so far. That is, of course, not what we intend.
We apologize for the delay in responding. Due to the current high volume of orders, it can sometimes take a little longer to process return requests, but we understand that this is frustrating.
We appreciate your feedback on both the mattress and our service, and will take this into account to improve our processes and communication. If you have not yet received a response, please feel free to contact us again, we are happy to help. 💛
Kind regards,
Team Emma
What they promise, is what you get.
Beschrijving van het product is ook wat het werkelijk is. Goede kwaliteit klantenservice. Heldere communicatie. Tevreden met het product.
31 October 2025
Reply from Emma Sleep NL
Hallo Hank,
Hartelijk dank voor je mooie review! We zijn blij om te horen dat je tevreden bent met het product én onze klantenservice.
Bij Emma doen we ons best om waar te maken wat we beloven, en het is geweldig om te lezen dat dat in jouw ervaring ook zo is.
We wensen je nog veel comfortabele nachten toe. 💙
Vriendelijke groet,
Team Emma
This is honestly the WORST mattress…
This is honestly the WORST mattress I’ve ever had. I really don’t understand all the rave reviews. I’m 36, perfectly healthy, and since buying this mattress I’ve had back pain every single day. It’s been a year of awful, restless nights.
The corners started to sag shortly after purchase, and when I contacted customer service to return it, they sent me a so-called “topper”, which turned out to be just a thin layer of foam, without any cover and not even the right size! By the time I realized it, I had lost the chance to return the mattress.
Now I’m stuck with it and honestly disgusted. Be warned, there are far better options out there, especially at this price.
30 October 2024
Unprompted review
Reply from Emma Sleep NL
Dear Giulia,
Thank you very much for your honest and detailed review. We sincerely apologize for your negative experience.
What you describe is absolutely not what we want our customers to experience. Back pain, a mattress that sags quickly, and a topper that does not meet expectations are serious complaints.
We understand that this has affected your confidence in our brand. If there is demonstrable damage that is covered by the warranty, we will of course be happy to help you.
Once again, our sincere apologies. We take your feedback seriously and use it to further improve our products and service. 💙
Kind regards,
Emma team
Reply from Emma Sleep NL
Hello Gerardo,
We are delighted to hear that! 😊We are pleased that you are satisfied; that is what we strive for.
Enjoy your purchase and thank you for placing your trust in Emma Sleep! 💙
Kind regards,
Emma team
Switched to emma hybrid.
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 immaculate; after about 6 weeks, the medium firm feel has my lower back calmer and my hip pain noticeably reduced. Motion isolation is clearly better than what I used before, and the edge support is solid enough that i dont feel like im slidding off. The 100 night trial and 10 year warranty gave me peace of mind, and i grabbed it during a promo so the price landed well. if you want supportive without stiff, this feel like a smarter upgrade.
12 October 2025
Unprompted review
Reply from Emma Sleep NL
Hi Kassandra,
Thank you for your detailed and valuable review! 😊
We are delighted to hear that you consider the switch to the Emma Hybrid a smart upgrade. We understand how annoying it can be when a mattress is too springy and does not provide sufficient edge support, so it's great to hear that your lower back feels more relaxed and your hip pain has decreased. 💙
We are also pleased to hear that the delivery went smoothly and that the packaging was in perfect condition. The combination of medium firmness, good motion isolation and firm edges makes the Hybrid a comfortable and stable choice. And with the 100-night trial and 10-year guarantee, we hope to provide you with a good night's sleep for many years to come.
If you have any questions or feedback in the future, we are always here for you! 🛏️✨
Kind regards,
Team Emma
Good quality/price
Delivery was late but everything was well explained. The packages were organized and protected. The quality of the bed that we choose is what we expected. Thank you!
8 October 2025
Reply from Emma Sleep NL
Hello,
Thank you for your lovely review! 😊
We are glad that the quality of the bed meets your expectations and that everything was delivered properly and clearly, even though it was a little later than planned. We are happy to hear that the packages were well organised and well protected.
Thank you for your trust in Emma, and we wish you many more comfortable nights! 💙
Kind regards,
Emma team
Perfecte matras
8 October 2025
Reply from Emma Sleep NL
Hoi Henk,
Wat fijn om te horen!
Een perfecte matras kan echt een wereld van verschil maken voor je slaapkwaliteit en dagelijkse energie.
Slaap zacht!
Vriendelijke groeten,
Emma team
Great service and the mattress is so so…
Great service and the mattress is so so comfortable.
1 June 2025
Reply from Emma Sleep NL
Hello May,
What a wonderful review, thank you!
Great service and a mattress that is so comfortable... that makes us happy!
We hope you enjoy your well-deserved rest every night and wake up feeling refreshed.
Kind regards,
the Emma Sleep team
Matras en service is top
Matras is top.
Factuurfout werd goed en zeer coulant opgelost. Dus ook goede aftersales service. Compliment
3 October 2025
Reply from Emma Sleep NL
Hoi Arno,
Wat een mooie review, dankjewel! 😍 Super om te horen dat je zo tevreden bent over zowel de matras als onze service. En fijn dat de factuur fout snel en soepel is opgelost, daar staan we voor! 🛏️💙
We wensen je nog véél comfortabele nachten toe! 🌙✨
Liefs,
Emma Team
Unfulfilled order and no communication
My order was simply never delivered, after back-and-forth with support they eventually stopped responding entirely. Near 2 months of waiting and nothing to show for it but frustration.
29 September 2025
Unprompted review
Reply from Emma Sleep NL
Hi Steve,
We are very sorry to hear that you have been waiting for so long and your order still hasn't been delivered 😔. We understand that this is very frustrating.
Please feel free to contact us. We are ready to look into the matter with you and will do our utmost to get all orders to our customers as quickly as possible 💙📦.
Kind regards,
Emma team
Geen rugpijn - No back pain at all!
Ik ben zó blij met mijn Emma matras! Vooral nu tijdens mijn zwangerschap ervaar ik het enorme comfort – geen rugklachten meer. Het matras ondersteunt het lichaam op een zachte maar stevige manier, waardoor ik veel beter slaap. Ook de afneembare, wasbare hoes is een groot pluspunt: superpraktisch en hygiënisch. Echt een aanrader voor iedereen die op zoek is naar comfort en goede ondersteuning!
I couldn’t be happier with my Emma mattress! Especially now during my pregnancy, the comfort it provides is incredible – no back pain at all. The mattress supports the body in such a soft yet firm way that I’ve been sleeping so much better. Another great plus is the removable, washable cover – super practical and hygienic. Highly recommend it to anyone looking for real comfort and support!
27 September 2025
Unprompted review
Reply from Emma Sleep NL
Hi Marien,
Wat een prachtige review, dank je wel voor het delen! 💙 We zijn zó blij om te horen dat je Emma matras je tijdens je zwangerschap zoveel comfort en verlichting biedt. Geen rugpijn en beter slapen is precies waar we het voor doen.
En inderdaad, die afneembare en wasbare hoes maakt het extra fijn en praktisch. We wensen je nog veel heerlijke nachten toe en een mooie, ontspannen tijd in deze bijzondere periode! 😴✨
Vriendelijke groeten,
Emma team
Do not Buy. Nothing received!
Do not order, we have ordered in July their deal, metaal bed with mattress, cushions and duvet. Paid in full, expected delivery 30 Augustus.
Cushions and duvet deliverd.
Bed 2x date it's been changed, delivery on 8 Sep with bed only,and received only 1 part of the bed! Can not assemble it.Got to hear as well that mattrass delivery maybe mid November!! Called Emma, only excuses, promised to send us the second box from bed.
Today 17 Sep, no news from Emma.
We called again and they forgot to order it.
Paid 1300 euro, and got only pillows and
duvet.
No communication, you have to call yourself everytime.
No dates given.No updates.
No discount. We are eligible for some refund, for every day they are late, but nobody will give you the answer how much per each missed day that is.
Terrible experience.
Today I am asking for a full refund.
An update: 19 sep we have received bed. Great quality of the product. Really easy to put together. Looks really stylish.
Still no news about matrass.
An update: 10 october we will receive the matrass
17 September 2025
Unprompted review
Reply from Emma Sleep NL
Dear Marta,
Thank you for sharing your experience.
Your feedback helps us improve our service, and we greatly appreciate it.
We understand that you are disappointed and angry, especially since you have been waiting for months for a complete delivery and have had to chase updates yourself. We sincerely apologize for the inconvenience you have experienced so far.
This is absolutely not the service you should expect from Emma, and we sincerely apologize for the mistakes that have been made.
Fortunately, I can see in our system that you are now being assisted via email. We hope that you will receive clarity soon and that we can resolve this to your satisfaction.
Once again, we sincerely apologize for the situation.
Kind regards,
Team Emma 💙
Wrong delivery, horrible customer service
I would not recommend this company to anyone. The website promised an extra discount for a certain mattress. When I ordered that exact mattress for my son, the discount code didn’t work. It took ages going through a chatbot program to get someone from Emma on the phone. This person told me I should place the order, then send an email about the discount and the amount would be reimbursed. I sent the email, however never received a response except a system generated message. In the meantime the mattress arrived and it was not the size I ordered. I contacted customer service again - going through the same chatbot program again -who said I needed to fill a return form and then the mattress would be picked up. When I filled the return form however, the return portal said that I need to take the mattress to a shipping point. That’s ridiculous. It’s an extremely heavy mattress. So I called them again, went through the entire chatbot process again, to be told that a company would contact me within 10 days (!) to pick up the mattress. This is way too long to have a mattress lying in my hallway. Besides, contacting me within 10 days doesn’t mean pick up within 10 days. The lady said I could call the transport company to ask them if they can come sooner, but I should search the phone number myself on the internet. What kind of service is this, after a company delivers the wrong product, I should search the contact details of their shipping company myself?
When I searched the internet, I found out this company cannot be contacted by phone.
A tantalizing process with a lot of frustration. Will never order here again.
15 September 2025
Unprompted review
Reply from Emma Sleep NL
Dear Stein,
Thank you for sharing your experience.
We are currently very busy, which has caused some delays in responding to emails. We apologize for this.
Regarding the return of your mattress: you are definitely not expected to return it yourself. I suspect there has been a misunderstanding. We will instruct our collection service to pick up the mattress from your home. They will contact you within 10 days to make an appointment.
We understand that it is inconvenient to have to wait with a large mattress in your hallway for so long. We do everything we can to make these processes as smooth as possible, but because we work with external parties, we unfortunately cannot guarantee that it will be picked up on the same day.
If you have any questions or problems, you can reach us via live chat on the website, by phone, by email, or via our social media channels. We are here for you and happy to help 💙.
Kind regards,
Team Emma
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