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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So as expected they gave the usual…
So as expected they gave the usual spill on here, and asked for me to email them again as my phone number was missing. They could of course just replied via messenger ( if they hadn’t stopped replying a week ago ) or to one of the dozen or so emails they have already asked me to send. Obviously they still
haven’t contacted me. Whatever you do, don’t give these buffoons a penny.
17 October 2024
Unprompted review
Reply from Emma Sleep NL
Hey John,
Thank you for your feedback, we appreciate you leaving it.
I apologize for the delayed response, due to the crowds I was not able to respond earlier.
We're sorry to hear that you've had problems with your order. I would like to help you. Hopefully we can come to a solution!
To be able to help you further, I would like to ask you to send us a private message with your order number, the email address and the full name on which the order was placed.
I apologize on behalf of Emma for any inconvenience you may have experienced as a result.
If you have any other questions, feel free to ask!
I wish you a very nice day.
Regards
Paulino from the Emma Team.
Unhappy as unable to order extras
I am very happy with the bed and mattress but when I went back to order the headboard to match I was told this is only possible with the original order. I now need the headboard but am left with a bed that I now will never be 100% satisfied with. This was not explained during the order so I feel I have been cheated a little.
16 October 2024
Unprompted review
Reply from Emma Sleep NL
Hey
Thank you for your feedback, we appreciate you leaving it.
I apologize for the delayed response, due to the crowds I was not able to respond earlier.
We're sorry to hear that you've had problems with your order. I would like to help you. Hopefully we can come to a solution!
To be able to help you further, I would like to ask you to send us a private message with your order number, the email address and the full name on which the order was placed.
I apologize on behalf of Emma for any inconvenience you may have experienced as a result.
If you have any other questions, feel free to ask!
I wish you a very nice day.
Regards
Paulino from the Emma Team.
I would not touch this company again
I would not touch this company again . After delays on delivery the new mattress arrives with black mould on it and rust traces inside around the springs . The customer service is one of the worst I’ve encountered , If you manage to actually get through to anyone you are seemingly ignored . Still waiting for them to collect this rubbish they delivered . Want a full refund . Buyer beware !!
30 September 2024
Unprompted review
Reply from Emma Sleep NL
Hey
Thank you for your feedback, we appreciate you leaving it.
I apologize for the delayed response, due to the crowds I was not able to respond earlier.
We're sorry to hear that you've had problems with your order. I would like to help you. Hopefully we can come to a solution!
To be able to help you further, I would like to ask you to send us a private message with your order number, the email address and the full name on which the order was placed.
I apologize on behalf of Emma for any inconvenience you may have experienced as a result.
If you have any other questions, feel free to ask!
I wish you a very nice day.
Regards
Paulino from the Emma Team.
Perfect Pillow!
This Emma pillow had definitely helped me sleep better and more comfortably.
8 October 2024
Reply from Emma Sleep NL
Hi Rita,
Thank you for your feedback, we appreciate this.
I am glad to hear that your new Emma pillow has helped improve your sleep. We love to hear this!
If there is anything we can do to help you out in the future, don't hesitate to contact us.
Have a nice day!
Kindest regards,
Nathasja from the Emma Team
This company is a con
This company will try to rip you off. Never purchase anything from here. Received the mattress, which is rock solid and terrible to sleep on. Return policy, so I contacted them and tried returning it. They are consistently sending me back emails asking for the same information from different customer service agents, who I can only assume are bots based on the behaviour from them.
14 October 2024
Unprompted review
Reply from Emma Sleep NL
Hey
Thank you for your feedback, we appreciate you leaving it.
I apologize for the delayed response, due to the crowds I was not able to respond earlier.
We're sorry to hear that you've had problems with your order. Unfortunattely your feedback is in the wrong portal.
Please place you review in the correct portal for the Swedisch team.
I wish you a very nice day.
Regards
Paulino from the Emma Team.
Money is gone, wrong items delivered
I ordered a bed, but they messed up the order. I put faith in Emma, canceled the order, and got a more expensive version of the bed. Then they delivered the original bed, even though this was ''canceled''.
All in all, the delivery was a mess, I still have wrong items at my home. Emma refuses to cooperate properly and I am still owed over 4000 euros for the refund.
At this point, I haven't heard from Emma for 2.5 weeks. I have been going back and forth with their customer support for 3 months or maybe even longer.
Do not order with Emma; customer service is absolutely horrible.
8 October 2024
Unprompted review
Reply from Emma Sleep NL
Hallo Bas,
We hebben dit nu samen kunnen oplossen en als het goed is, heb je de rest van je aankoopbedrag nu ook terugbetaald gekregen.
Als we nog iets voor je kunnen doen, dan horen we dit graag.
Hele fijne dag!
Groetjes,
Audrey van het Emma team
Emma sleeps - Incorrect delivery dates and no ownership for delivery
Anno 2024 you'd expect realistic shipping information from a large company like Emma. Basically, all reviews I've read below come down to the same thing; their promise to deliver is a farce and customer service cannot take any ownership to solve the matter.
In my case it was mentioned on the product page that the mattress would be delivered in 2-7 working days. When it wasn't I went online and the expected delivery date a timeframe of 3 weeks, without any update on a delay. When those 3 weeks went by, no further info followed and when you call customer service there is no one that will take ownership and all just mention; the shipping company expects to ship it soon... Some of the service reps were just rude, but I can imagine it must be frustrating to do their work.
Would love to see my mattress arrive soon.
1 October 2024
Unprompted review
Reply from Emma Sleep NL
Hey
Thank you for your feedback, we appreciate you leaving it.
We're sorry to hear that you've had problems with your order. I would like to help you make your experience with Emma more positive.
I will send you an email for any further communication.
If you have any other questions, feel free to ask!
I wish you a very nice day.
Regards
Paulino from the Emma Team.
Emma has NIGHTMARES
Just another victim of this company. Don't recommend anyone to buy anything there, lack of transparency, bad customer service, no honest expected delivery time, excuses.
1 October 2024
Unprompted review
Reply from Emma Sleep NL
Hey
Thank you for your feedback, we appreciate you leaving it.
I apologize for the delayed response, due to the crowds I was not able to respond earlier.
We're sorry to hear that you've had problems with your order. I would like to help you. Hopefully we can come to a solution!
To be able to help you further, I would like to ask you to send us a private message with your order number, the email address and the full name on which the order was placed.
I apologize on behalf of Emma for any inconvenience you may have experienced as a result.
If you have any other questions, feel free to ask!
I wish you a very nice day.
Regards
Paulino from the Emma Team.
Overall satisfied but pillow is a bit lower than expected
Delivery was quick. Mattress was great. Pillow is a little low because I’m side sleeper with big shoulder. It would have been good if higher a little.
21 September 2024
Reply from Emma Sleep NL
Hey
Thank you for your feedback!
How nice to hear that you are happy with your mattress and I am sorry to hear that the pillow is a little low, we hope you enjoy it!
If there is anything we can do for you, please let us know.
Regards
Paulino of the Emma Team
Reply from Emma Sleep NL
Hey
Thank you for your feedback!
How nice to hear that you are happy with the quality and fast delivery, we hope you enjoy it!
If there is anything we can do for you, please let us know.
Regards
Paulino of the Emma Team
Do not buy .. they lie .
How do these companies get away with it.. take money, Promise quick delivery and pretend they have new structure and delivery issues .. )check face book comments 2023 same answers it’s sep 2024)only two weeks late but trying to get hold of these guys is impossible.. you get AI ..
thank goodness it’s only a topper I now know not to get my mattress from them .. I hope you don’t make the same mistake.
As for your answer .. what do you mean ? THE PORTAL DOESN’T WORK ..6 emails 6 facebook messages you just answer on social media and don’t reply this is my order number 0006-HRESRY if you are not an ai reply then please use my order number and return my money which you promised would be within two days .. it’s a complete scam and you should be ashamed .
Update .. face book message.. we guarantee it has now been resolved.. I fell for it again
Lies lies lies .. don’t send your money guys you’ll never see it again
13 September 2024
Unprompted review
Reply from Emma Sleep NL
Hi Owen,
I did not receive any information from you about your order, so I cannot assist you. If this was for a UK order, than I assume you resent it to our other portal for help.
Enjoy your day.
Kind regards,
Audrey from the Emma team
Super comfortable 👍🏻
24 September 2024
Reply from Emma Sleep NL
Hi Svitlana,
We appreciate your super feedback and hope you can enjoy the pillow for a long time!
If there is anything else we can do, please let us now.
Have a lovely day!
Kind regards,
Audrey from the Emma team
I got my Emma mattress 5 months ago…
I got my Emma mattress 5 months ago now. At the start the delivery was delayed and the communication was very poor. It’s honestly like sleeping on a brick slab, I understand you have to mold into a bed over time but the amount of nights I’he woke up with my back killing me is ridiculous. Wouldn’t wish the lack of sleep on my worst enemy. Investing in a mattress topper now.
22 September 2024
Unprompted review
Reply from Emma Sleep NL
Hi Eliza,
Thank you for your feedback, we highly appreciate this.
I am so sorry to hear that your mattress feels to too firm and that the delivery didn't go as well as planned. I have requested your information to be able to help you out, but sadly you didn't get back to me.
If you have any other questions, you can also always let us know that.
I wish you a lovely day nontheless!
Kindest regards,
Nathasja of the Emma Team
the temperature control of the pillow…
the temperature control of the pillow is not really useful and it can be harder
17 September 2024
Reply from Emma Sleep NL
Hi Chun,
Thank you for your feedback. We highly appreciate this at all times.
I am sorry to hear that the pillow did not live up to your expectations. I will send you an email to see if there is anything we can do to resolve this.
If there is anything else we can do for you, please don't hesitate to let us know.
Have a great day.
Kindest regards,
Nathasja from the Emma Team
Reply from Emma Sleep NL
Hey,
Dankjewel voor je feedback!
Wat fijn om te horen dat je tevreden bent, we hopen dat je er veel plezier van hebt!
Mochten we nog eens iets voor je kunnen doen, dan horen we het graag.
Groetjes,
Paulino van het Emma Team
Can’t sleep with no bed Emma
I order a bed & mattress over a month ago and still haven’t received anything or have any idea when it’s coming. The delivery window has long passed, when you call their customer support team it’s clearly an outsourced company reading scripts (as it must happen a lot!) and they have no idea what’s actually going on. I’ve been told the courier has half of my bed but no one knows where the other half is or the mattress. Over a week since I complained but no updates have been given. Ive asked my credit card company to dispute the money I’ve paid as clearly Emma isn’t a reputable business. Avoid at all costs - go to Simba who guarantees next day delivery.
Oh and Gerald please don’t comment on this asking me to email you, I did that last week and you haven’t responded.
10 September 2024
Unprompted review
Reply from Emma Sleep NL
Hey
Thank you for your feedback, we appreciate you leaving it.
I apologize for the delayed response, due to the crowds I was not able to respond earlier.
We're sorry to hear that you've had problems with your order. I would like to help you. Hopefully we can come to a solution!
To be able to help you further, I would like to ask you to send us a private message with your order number, the email address and the full name on which the order was placed.
I apologize on behalf of Emma for any inconvenience you may have experienced as a result.
If you have any other questions, feel free to ask!
I wish you a very nice day.
Regards
Paulino from the Emma Team.
Reply from Emma Sleep NL
Hello Mike,
Thank you for taking your time to leave us your review. We are glad to hear that you like your new mattress and if you have any more questions, we are happy to help.
Have a lovely day!
Sincerely,
Janine van het Emma team
Best sleep ever!!
Best sleep ever!!! Why didn't I buy weighted blanket before? Being neurodivergent, the quality of sleep has increased tremendously!
31 August 2024
Reply from Emma Sleep NL
Hey,
Dankjewel voor je feedback!
Wat fijn om te horen dat je tevreden bent, we hopen dat je er veel plezier van hebt!
Mochten we nog eens iets voor je kunnen doen, dan horen we het graag.
Groetjes,
Paulino van het Emma Team
My delivery was supposed to be…
My delivery was supposed to be delivered in 3-5 days.
It's now been 14 days, and I still don't have my delivery, and not sure when I'll get it
2 September 2024
Unprompted review
Reply from Emma Sleep NL
Hello André,
Thanks for reaching out and taking the time to write your review. Sorry to read that the order expectations different.
Amazing to see that you filled in the information request. I will get in toutch with you in the coming 48hr's.
I hope you have an amazing day in the meanwhile.
Best,
Stefan in regards of the Emma team
The promised 5% for subscribing to…
The promised 5% for subscribing to newsletter was not deducted!
1 September 2024
Unprompted review
Reply from Emma Sleep NL
Hi Annemarie,
Thank you for contacting us via this review. I am sorry you did not receive your 5% discount on your order.
I would like to see if we can rectify this, if you can send me your order info via this review.
Looking forward to your reply. Enjoy your day!
Kind regards,
Audrey from the Emma team
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