Emma Sleep Reviews 

Terrible customer service - still waiting for my bed to be collected and a refund received. I would not recommend this company, they are very frustrating to deal with and do waste your time with non- sense.

I’ve had no word from Emma since receiving my confirmation email that a link would be sent so I could track my order. I received no tracking link. I’ve had no communication even after three emails, more 20 phone calls which leads me to a voice that says “we cant take your call”, I’ve twice filled in their online form and also chatted to the live chat who can’t help with existing orders, only future orders. Worst experience I’ve ever had.

Emma Sleep are a very poor company to deal with !

Part of my communication to them below:

Still no response on my enquiry - I checked out your trustpilot reviews and it seems you are awash with customer complaints the same as mine.

Click the link for what people think about your company.

Your customer service is dreadful and your advertising misleading.

Since you did not respond today i have no choice but to escalate my complaint to consumer protection.

Try telling people the truth, that you took orders without stock and apologise for misleading delivery advertising.

Very average and amateur at best - a case of greed over customer service and commitment.

I Will add all correspondence to date with yourselves on trustpilot with a zero star review - this is to protect people from getting into the same situation I am in.

They make it absolutely impossible to return your mattress. Do not order. They never respond to emails and do not answer their phone.

Ordered mattress for delivery in 1-3 business days. No communication for delivery has been made. Tried emails with no reply, online chat which directs me to email and phone, and called once which wasn’t answered only to try call again and no ring would go through since. Avoid at all costs.

Do not order - no stock, no response from email / contact messages after paying them, had to call them directly on phone after no communication for 15days. Was then advised no stock for at least 5 weeks. Requesting refund was than advised it would take another 5-10 working days to refund the order.
Website still says falsely - next day free delivery. They are selling beds that don’t exist.

Shocking service, I ordered a mattress and topper and old mattress collection on October 2nd. I ended up cancelling the order as they couldn't give a delivery date. The week slot they had given me came and went. I decided to cancel the order, which they accepted. I've only received £45 so far as refund for old mattress collection. I'm still waiting for approximately £1000, despite several emails to customer services, still no refund! I've since ordered from Simba, much better service!

Placed an order for a premium hybrid mattress. The expected delivery date was 3-4 weeks away which was long but we decided to wait for it. The end of the expected delivery date passed with no contact from Emma Sleep. I sent a message via their website customer services, and had no response. Three days later I emailed directly and did then get a response - but only a promise to look into the delay and resolve it. I followed up with another email asking when we might have a new delivery date - customer services replied that they could not confirm when a new date might be set, let alone when that date would be. After a week with no further news, we decided to cancel and ask for a refund.

Given the price of these mattresses, a delay like this is unacceptable and the difficulty in getting hold of someone in the company even by email, let alone on the phone, was incredibly frustrating and timewasting.

I randomly received an email saying 'thanks for your order' from no-reply*at*emma-sleep.com.au.

When I responded to the email to advise I hadn't placed an order, the email came from support*at*emma-mattress.com.au

In their 'thanks for your order' email I noticed they had links to whatsapp, twitter and email, so I can share my excitement with others. These tinyurl links provided ran off and navigated through a bunch of websites before arriving at www*dot*emma-sleep*dot*com*dot*au. Sorry to say it, but this screams of scammers at work. Sure it's one of the finer polished scams, but it's still a scam.

If you love sleeping on a slab of concrete, get this mattress.I purchased the deluxe hybrid with the protector, flip topper and 2 pillows (this was not cheap). It took a couple of days to arrive however after a month of testing, it made my back worst. I called the customer support, to only get 0 to no help. I requested a pick up, sent photos on the mattress and was told they will get back to me with a pick up date. 3 week later, still nothing. I have called numerous of times and they still can't offer a solution. They supposedly don't have a way of contacting the pick up serivce and just told me to wait 7-10 days, mind you, after waiting 3 weeks. The lady I spoke to even said i could donate it myself. WHY ON EARTH WOULD I IF YOUR POLICY SAYS OTHERWISE. This is by far the WORST run around I've endured. Don't waste your time on this, honestly speaking even Koala has better service than this.

I ordered an Emma bed on 4th January 2023. A so called special Orange package. Bed frame. Mattress. Pillows. Duvet and bed linen. It has taken 6 months to fulfill my order. Can you believe it? 6 months! Problem is they don’t have sufficient stocks to actually send you your products. They use inferior courier companies who actually delivered my mattress somewhere else despite the label with my address info and phone number. I had to search myself where this had been delivered and it had been just dumped at a camping! For goodness sake how awful!
Thank goodness I chose payment via Klarna which was paused by them and I have only paid one of the three installments. They are offering me ad a loyal customer a compensation of €60 as such a loyal customer. I am a totally dissatisfied customer who had to wait 6 months for full delivery. My advice think very carefully indeed before you order anything from them. Totally useless. Inefficient and ridiculous that it took a half year to get the job done. Never ever want to hear the name Emma Sleep again. Its laughable that they offer 100 nights trial of their mattresses. You would be extremely lucky if they could actually deliver within 100 days!

Tried to get a tax invoice for over two weeks. Constant promises within 24-48 hours. No service. Call centre in Manila Phillipines. 7 emails, chat and phone calls no response.
Did respond to another negative review over a week ago with no success.
Now returning mattress.
DO NOT DEAL WITH THIS COMPANY

Awful service!!!!! Takes days to get back to you with little to no update, it was suppose to be dispatched on the 11th and it’s not the 13th with no update or communication- there’s no number to call, no chat service on their website. Awful horrible. Where is my order?? The status changed today to payment is being processed from order is being processed. Terrible service with inadequate employees

Service is fine, until you try to take them up on their return policy.

Products are meh.

Their ridiculously overpriced $300 pillows are awful and tiny, the mattress protector has too shallow a skirt despite being $169 and the mattress topper is absolutely not worth $400 and was squished by the stupid mattress protector.

It’s been two weeks since they promised my refund, still no sign of me seeing my money.

Kept putting it off for a week, blaming “the system” before I resorted to taking it up with PayPal, and now they are dragging their feet as looooong as possible to delay paying me.

Total jerks to deal with.

And the mattress isn’t anything to write home about either. It’s adequate. I don’t understand the rave reviews claiming they’ve never slept so well… My 20 year old King Koil is better, but it’s definitely time to say goodbye to it.

Edit June 20:
Well it seems my refund is finally underway. Only three more days to wait 🫤
I hate how being nice and polite and patient gets you absolutely nowhere… you have to chuck a wobbly and make public complaints to get anything done.
I’d rather not wave my arms and carry on, it’s pretty draining.
We’d all be happier if Emma would have just honoured their own policy promptly in the first place.

I wish I had read the reviews first. Woeful customer service in breach of Australian consumer laws.

I ordered a double-size mattress with an additional double-sized mattress protector ‘to go with it’ (as expressed on the order form). The returns policy was labelled ‘free returns within X days’.

The mattress protector that arrived was not the size I ordered to go with that double-sized mattress I ordered. A mis-labelled single size was provided. I only discovered Emma Sleep’s mistake when I opened the box. I contacted Emma Sleep immediately.

To this day, three months later, despite much correspondence over the initial several weeks, I have not been able to return the mattress protector and no reimbursement has been provided, not even the difference between what I paid and what I received (through no fault of my own).

I attempted to negotiate a mutually agreeable solution to the problem, that Emma Sleep pick up the unwanted item in the way they propose to do for mattresses or I mail it back to the company. This was refused.

The only solution provided for Emma Sleep’s mistake for goods that were not fit for purpose was that I remove the tags from the item and photograph it in/on a recycling bin and email the images to Emma Sleep.

In short, with no guarantees from a company taking no responsibility for my loss, who were holding both my money and the article I paid for, I was to remove Emma Sleep warranties from the mattress protector, take a photo of the article’s tags separate from the mattress protector, locate suitable recycling for it, take another photo of the protector in the recycling and send this proof of disposal to the company. All in my own time as a consequence of their error, not mine. To a company that took no responsibility for their error.

Why would I take further actions against my own interest in order for Emma Sleeps failure to be rectified when I have no guarantees the reimbursement or replacement would be performed?

Hilariously, I received from Emma Sleep an email offering 5% off a mattress protector with ‘100 day free trial, free delivery and returns and refund guarantee’ during the time I was trying to return the article for a refund.
About 100 days later, I still have the useless mattress protector.

Update:
Thanks to this review, Emma Sleep has contacted me.
When Emma Sleep arranges for disposal of the mattress protector and refunds my money, I will post to that effect here.
It is disappointing that advertising that promises the above is not true, and that it took a negative review in a public forum to be taken seriously.

Further update 22 June 2023: over three months after entering discussions with Emma Sleep, I have had my money reimbursed. Based on further incorrect advice from Emma sleep, I have also been obliged to wait at home for removal of the mattress protector, but the company never arrived. Emma Sleep apologised for the ‘confusion’ but did not accept responsibility for an error that once again was wholly theirs.

Further update 24 June 2023: I have been refunded and the mattress protector has been removed by Emma Sleep partners, as I proposed 3 months ago.

There should never have been this level of my time wasted on this and it’s appalling that it took a negative review here and on Choice magazines product review website for Emma Sleep behave correctly.

This is getting ridiculous! Its now 3 weeks. I CALLED YOUR COMPANY IMMEDIATELY YESTERDAY AFTER THE SALVOS COULDNT TAKE THE DAMNED MATTRESS. apparently you were sorting it! Now i get this message! Update... i am still waiting for thus item to be collected! Now been nearly 2 weeks! Now i would like to give minus 10 stars! The company has responded to my review. And still expects somone with a disability to cut off their tags! Seriously! Have they not read anything i have written? Worse than i thought! Buy Koala people! I would give 0 stars if I could. Horrible experience from the get go. They send me the wrong size mattress and I am a 9 days later still waiting for a pick up and refund! They lied and said correct size would be delivered next day. Then 2 days later admitted no stock in Adelaide so would be 5 days! I then asked for a refund and have had back and forth emails!
Get your mattress from Koala! They delivered at 5pm when I ordered at 2pm. Twas easy. Still waiting for the Emma one to get out of my house!!!

Absolutely the worst customer service ordered and paid for mattress no delivery in two weeks keep asking what’s happening all I get is excuses under investigation ,why it’s paid for and all detail are correct what’s there to investigate
I think this might be a story for A.C.A to look in to

A complete nightmare. I amended an order to cancel one item, which their website says you can do. They delivered it anyway. It took more than a week to get it returned. Four weeks later, after multiple emails and phone calls to secure a refund, ithe cancelled item still has not been refunded. Promised calls from a supervisor never eventuate.
The information on the website misrepresents what actually happens so do not purchase unless you are prepared to lose your money if you need to make a change.

Do not buy from Emma. Still waiting for an order to ship that I paid for. Terrible customer service. Absolutely a scam and now I'm out a lot of money.

Oh dear, I should have read the reviews first! Terrible terrible customer service, product lost in transit, chased up personally and they then agreed to resend, making out they’re doing me a favour! Same happened with the last one which we had to return, both have been over two weeks late. Just rubbish