Emma Sleep Reviews 

Ripped off on refund by this company. The signature bed ended up going mouldy less than 2 years after being purchased. On demanding my rights under consumer law ( necessary to get past the brushoffs), I was approved a refund.
They wouldn't arrange pick up of the defective goods and would only pay a refund when I had provided evidence of its disposal.
When they did process the refund, they shorted my refund and have closed the case.
It truly feels like a scam dealing with them and I would not recommend their products or services to anyone.

Emma is a nightmare to deal with and it's such a shame.

I have purchased an Emma bead previously and was great mattress. When we went to upgrade the bed to a king we went with Emma again. No issues with the mattress. We also bought a bed frame which came missing parts and that's where the nightmare began.

Emma customer service while polite suck and are very useless. It takes ages on hold to speak with a person and the call centers are overseas while the English is good the phone line is bad and impossible to hear.

I had to repeatedly explain what the issue was before finally being sent a Google doc to attach photos which was a nightmare having to put photos into Google drive and then into the doc. Specify exactly which products where missing for every single piece of the bed. Turns out multiple items were missing from the bed.

After sending the form back we waited weeks for a response despite being told it would be remedied quickly. Turns out the bed was now out of stock and we were offered an alternative that we didn't like.

Requesting a refund was also an ordeal having them have to organize a recollection prior to a refund. I pushed back and refused wanting a refund immediately as it had already been around 3 weeks delay with this issue.

The recollection never happened because of the area we live. Now daily harassment to dispose of the bed and prove it to them. I'm talking multiple emails a day asking the bed be disposed of.

This bed is useless and impossible to a build as multiple parts are missing there's no way to do anything with this bed. Now at a cost to us either to take it to the dump requiring time and effort or to max out our bin collection to dispose of a faulty bed.

Customer service was very polite but it's very clear they do not make returns easy on customers. As someone young and with full hearing and tech savvy it was a struggle.

I bought a mattress with a zip on cover from Emma's online website, delivered to New Zealand. They advertised replacements, but when I approached them recently to buy a replacement, they said they had left New Zealand and therefore I couldn't. I see from Google there are lawsuits against this company - so good product, but NOT an ethical company, don't expect after-sales service.

I would give it a negative star if available. The mattress itself was low quality and when my wife and I tried to return it, they took 4 weeks to organise the Salvos to collect it. Interesting that they wanted all labels cut off it before collection. Then when the salvos arrived to collect it, they rejected it because it had 2 dog hairs on it from standing around for 4 weeks waiting to be collected. No dog ever set foot on the mattress! Now we’re chasing Emma again for our money back, but so far they’re ghosting us… Steer clear everyone!!

Wish I'd read the reviews before ordering! Ordered a bed on 31 Dec 2024 with 1-10 days delivery and it hasn't even left the factory yet. It's a bed, we wouldn't have ordered it if we didn't NEED it!
Customer service responded 'we'll process your refund' when I asked how much longer. I said I didn't want a refund, I wanted what I ordered! No further updates!
Don't order if you're in any hurry or want decent customer service.

In the span of 3 years, we're on our third Emma Mattress. After some time, they begin to dip and develop pits making the bed extremely uncomfortable. The first time I contacted Emma (2 years ago) they were surprisingly helpful. A new mattress was sent and my original one was collected. The second time, they wanted very specific photos of the mattress, which was a huge waste of time on my end as every photo I sent wasn't good enough. I was stripping the bedsheets on and off for weeks. They eventually accepted my complaint and sent me another "new" mattress. When I say new, the sticker on the side stated it has been in the box for 15 months! The condition the mattress is in, is nothing short of appalling. You can see a huge decline in quality in comparison to our first mattress. I contacted Emma support straight away, numerous times, with no reply. Meanwhile, the other mattress is taking up the entirety of my daughters room waiting to be collected which they will not even acknowledge. I've gone on to chat numerous times now also and all I get it "we've escalated your case, please wait 24-48 hours for a response". Needless to say it has exceeded that time frame 10 times over. I have never been so infuriated by the lack of customer service and basic human decency. Avoid at all costs!!

I placed an order for a King-sized Emma Sleep mattress on 14th November 2024, but after trying a Sleeping Duck mattress the next day, I decided to cancel my order and request a refund. This seemed straightforward, given their advertised promise of satisfaction and easy returns. However, the experience that followed was far from smooth.
On 18th November 2024, I contacted Emma Sleep’s customer service team to cancel my order. They assured me the refund process would begin and should take 7 days. By 25th November, nothing had been processed, so I reached out again. I was met with the same response: the refund would be lodged and would take another 7 days. This cycle of chasing them every week, only to hear the same canned response, continued for weeks.

On 19th December, after nearly a month of back-and-forth, I escalated my request and asked for a concrete confirmation. This time, I was told to wait an additional *15 business days*. Still, no refund. Finally, on 3rd January 2025—seven follow-ups and nearly two months after my initial request—I contacted them yet again. Their response? Another empty assurance that they would lodge the refund, which would take yet another 7 days.

This lack of action and accountability from Emma Sleep’s customer service team is incredibly disappointing. Their advertised promise of hassle-free refunds if you’re unsatisfied or change your mind feels misleading. The delays, repeated excuses, and lack of transparency are unacceptable for any business, let alone one in a competitive industry like mattresses.

If you’re considering Emma Sleep, I strongly urge you to think twice—especially if you value responsive and trustworthy customer service. Based on my experience, their refund process is neither efficient nor respectful of customers' time. A frustrating ordeal I wouldn’t wish on anyone.

The worst company ever. Bought mattress on 20/11/24 and still waiting a month later. Blames courier, courier blames Emma. No mattress to be seen. God help me if I ever get it and want to return it.
AVOID EMMA!

After spending 1 night on the mattress we realised how poorly constructed the mattress has been. Good thing they have a 150 night trial guarantee....or so we thought. We've been trying to return it for close to 5 weeks and Emma have stopped responding, we've been unable to get our refund because it needs to picked up first. We've been passed on to three different representatives, all who have stopped responding...don't buy from this company

EMMA MATTRESS SCAM ALERT - 7 weeks, several pithy emails blaming courier company delays and no mattress. Ridiculous.

Scammers. Ordered a mattress and was advised 3-4 week delivery timeframe. I contacted Emma Sleep after 4 weeks and was told the mattress was "temporarily out of stock" but would be back in stock soon. Received an email 2 weeks later that the "warehouse was preparing my order", then nothing for another week. I followed up again and was told that the product was no longer in stock.

Absolute waste of 8 weeks! Don't trust this company, they are liars.

I ordered a pillow from Emma Sleep through Everyday Market on 16th November 2023, but to this date have never received it. Got on to Everyday Market on more than one occasion, and they contacted the Seller 'Emma Sleep', who have never responded.
I would not recommend Emma Sleep as they take your money, but DON'T deliver, and DON'T respond.
They need to be investigated.
Ended up getting a refund from Everyday Market on 9th Feb.

Never before seen such poor business and stock management practices. Absolute shambles. Beware!

Purchased a bed in mid December advertised as available for next day to 7 days delivery for metro. When it failed to arrive I emailed the company and was told due to Christmas etc it could be 10-15 business days. After 15 business days I again contacted them and was told it could be another 3 weeks. I then received half my order but not the full bed (with no prior notice from Emma it was coming just a text message on the day from a random courier company).

At no point were they able to give me any firm details about orders or delivery or offer any insight into their own stock.

Then 7 weeks after my order I received a generic email informing me they had oversubscribed and my order was cancelled and had been refunded.

The customer service team then informed me that the cancellation of email was correct despite having confirmed my order less than 24 hours prior.

No refund appeared after 2 business days.

No one available on the phone ever.

Emma Sleep is a complete scam.
Please DO NOT purchase anything from them. Their product is shocking - so hard it’s impossible to sleep on and the collection and refund process is non existent. If you’re lucky enough to get a response it’ll be that they’re progressing it. But NOTHING ever happens.
Anyone looking at this site please take the advice that I wish I had and do not deal with this company.

WARNING!!! EMMA IS A SCAM!!! Once you place your order, there is absolutely zero customer service. I’ve tried calling over 70 times, sent 9 emails & nothing! The people doing the online chat with you will promise you the world, but once they’ve got your money you will be ghosted. The whole “100 night comfort guarantee” is a complete & utter lie, because it’s literally impossible to contact them after purchase. It’s just a sales tactic to get your hard earned money. They are so dodgy that there are multiple law suits pending against them including the ACCC! Try calling their Customer Service line, you’ll be met with a recorded message saying ‘We are unable to take your call’ then they will hang up on you without even an option to leave a message. I’ve never dealt with such a dodgy & dishonest company like this in my entire life!
DO NOT GIVE THEM YOUR MONEY, IT IS 100% A SCAM!!! THEY ARE FLAT OUT CRIMINALS!!!

The mattress is okay, I like the bed base, but I have issues with the refund process. Emma advertise that they offer a complete refund and collection of the refunded product. This process has been very drawn out and while I did receive a refund after a month, I am still waiting for my mattress to be collected almost two months after I requested it. I was also told to cut out and take pictures of the mattress labels which proved non-existent and a waste of time. Everything has to be done by email which is quite slow and although they provide a contact number they don't answer it. Compare this with the purchase which is delivered the next day. If you don't need a refund Emma is okay but if you do, they unravel pretty quickly leading to an unsatisfactory experience.

These scammers don't even deserve a 1star. Make it -100 stars!
Ordered needed a sofa bed as parents staying, website said 1-3 days for Syd metro. Nothing, after weeks of chasing and told just wait.... how fing rude..
One CS member on the phone said theres no stock and won't be until next year.
Asked to cancel and refund. Usual shte of 5-7 days for a refund... Still nothing.
this item was ordered 17th November, it's now over a month with no refund of $1318.13 and at this time of year. Paypal are just as useless...
These are an absolute joke and should be banned from trading in Australia.

DO NOT TOUCH THEM WITH A BARGE POLE

Escalated to fair trading - Hope everyone else does the same

Could not recommend Emma less. We ordered a mattress on the promise that it would arrive on the day we required, we stated we wouldn’t buy from them if they couldn’t guarantee it would arrive on our move in date to our new apartment as we’d have no where to sleep. They agreed that they could get it sent to us on this date no problem. We ordered four weeks in advance. They tried to delivery it twice before our move in date which should’ve been the first warning sign, then on our move in date we didn’t hear from them at all until I contacted them via email. I then got an email confirmation, which was strange. I rang at 5:30pm asking where our mattress was and got told it wouldn’t arrive today. We had to spend hundreds on an airbnb and got offered a 5% refund for the inconvenience. A massive slap in the face considering they do sales up to 50% off. Absolutely outrageous. Mattress was almost $1000 and feels cheap. Couldn’t recommend a company less, go with anyone else.

AVOID EMMA AT ALL COSTS, THEY'RE DODGY COWBOYS! If only I'd read the trust pilot reviews on 24/11/23 - the day I ordered a mattress from them. That's how long I've been trying to get a delivery date from them. After 6 days and 3 emails, they finally responded, but nothing since. Initially, they assured me they'd check with their "logistics team" and told me delivery time is 5-10 business days to a large regional Victorian city. That's despite its website stating 3-5 business days. 3 more emails to them, nil response. After this run around, I decided to give them a phone call. I tried 11 times in 2 days every time a recorded message said "nobody is available to take your call, try calling again later" and then the call is terminated! I have been dudded by a deceptive and dodgy company and now have to go through VCAT (government complaints authority) to force them to refund me! Worst company I've ever dealt with!

I did receive the mattress I ordered, found it too hard ordered the free topper which did come but looked used as all discoloured. Still couldn't sleep so asked for a collection and refund and am getting nowhere. They did start answering emails but now have stopped and the phone number is not answered. My mattress cost AUD1450 and I am now doubting I will get my money back. DO NOT BUY FROM THIS COMPANY. Customer service just a sham and an inferior product. I would give no stars if I could.