Bought the Emma mattress 3 years ago and after having it a few months I noticed the shape of my sleeping position has been in printed. Swapped the head to feet and slept fine again but then the same i... Voir plus
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Lisez les avis des autres
I actually purchased this as an early Christmas present for ourselves/hubby whos been complaining of a sore back. Arrived extraordinarily quickly in a compact box which wasnt immediately clear what w... Voir plus
L'entreprise a répondu
Delivery and unpack was fast and easy June 24. Purchased for advertised "zero partner disturbance technology" and the heat dispersing foam. I can confidently say that it does not do either of these th... Voir plus
Fantastic,having purchased a hard az matress 4yrs ago,had to do something to soften the bed.Wish we could have afforded the matress,but being on the pension,out of reach unfortunately.How long have Ki... Voir plus
L'entreprise a répondu
À propos de l'entreprise
À propos de Emma Sleep NZ
Écrit par l'entreprise
Emma Sleep® is the leading D2C bed-in-a-box brand in the world. After being name Europe’s fastest-growing tech-start-up, we have been working hard on expanding our product portfolio growing our team of experts to provide our customers with the best sleep experience.
We have invested a great deal in developing products that optimally support and relax your body. The Emma Mattress offers maximum adaptability thanks to the perfect combination of materials to ensure the highest levels of comfort.
Our exceptional Emma Comfort mattress has been awarded Top Score Mattress by CHOICE® experts for two years in a row in 2021 & 2022. CHOICE® is Australia’s leading consumer advocacy organization.
With Emma, you can unlock the best in yourself. Because when you have a great night of sleep, you have a great day ahead.
It’s nothing new to us, and our sleep experts have been saying it for years. We are proud of the products we make. Proud of who we make them for. And proud that at any given moment, we are the brand that can Awaken Your Best.
Warning ⚠ Please don't provide any personal information such as email address and order number in the public review, as you could become victim to fraud
Our Customer Service Team is here for you! Monday to Friday from 8:00 am until 5:00 pm
We have invested a great deal in developing products that optimally support and relax your body. The Emma Mattress offers maximum adaptability thanks to the perfect combination of materials to ensure the highest levels of comfort.
Our exceptional Emma Comfort mattress has been awarded Top Score Mattress by CHOICE® experts for two years in a row in 2021 & 2022. CHOICE® is Australia’s leading consumer advocacy organization.
With Emma, you can unlock the best in yourself. Because when you have a great night of sleep, you have a great day ahead.
It’s nothing new to us, and our sleep experts have been saying it for years. We are proud of the products we make. Proud of who we make them for. And proud that at any given moment, we are the brand that can Awaken Your Best.
Warning ⚠ Please don't provide any personal information such as email address and order number in the public review, as you could become victim to fraud
Our Customer Service Team is here for you! Monday to Friday from 8:00 am until 5:00 pm
Coordonnées de contact
Auckland, Nouvelle-Zélande
- support@emma-sleep.co.nz
- emma-sleep.co.nz
3,8
Bien
722 avis
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Mental torture and an experience from hell
I'm not surprised to read so many negative reviews here from people who have had similar experiences with Emma as me. It's coming upto a month now and they are still 'escalating' my issue every single day. There are way too many issues to list here:
1) Delayed delivery
2) Delivered one item to the wrong address
3) Then notified me saying my product has been lost/misplaced
4) Then magically deliver the product without any intimation (luckily someone was home)
5) And after this experience from hell which I didn't want anything from this brand, the return/refund is taking ages
No one is responding. No one is coming to pick it up and there's no communication or accountability whatsoever. Honestly I'm so close to making an official complaint to the Commerce Commission about their horrendous service and the mental torture they have caused over the period of one month and don't know how many more. I hope they don't reply to this review with 'Please send your order number to support@emma address and we'll get back to your ' message because I've had enough of those. I really want some action now and fewer words.
23 octobre 2022
Avis spontané
Réponse de Emma Sleep NZ
HI RVB. We apologize for the delay in the delivery. This is not the kind of service we aspire to provide and we are making the necessary changes to ensure this does not happen again. Please reach out to us at support@emma-sleep.co.nz so that we may be able to check on this for you.
Money well spent
I could only afford the topper and thought this was a great way to try without spending too much money. Since using this I have been having hugely improved sleep, I'm not waking during the night like I use too. I have fibromyalgia and my night pain has next to gone which also makes a huge difference. Will definitely save up for the mattress in the future.
19 novembre 2022
Réponse de Emma Sleep NZ
Hi Alison. We're happy to hear that you have been enjoying your new Emma Topper. Thank you for your kind feedback and continuous support of Emma. Please let us know if we may be able to do anything more for you and we would immensely appreciate it, if you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy.
Excellent support seemed a bit too firm…
Excellent support seemed a bit too firm at first but after a couple of nights - will never go back to a spring based mattress! Even brought a second one for the spare bed !
19 novembre 2022
Réponse de Emma Sleep NZ
Hi Jess. We're happy to hear that you have been enjoying your new Emma mattress. Thank you for your kind feedback and continuous support of Emma. If you would like, you may reach out to our Customer Support Team at support@emma-sleep.co.nz with regards to the firmness of the mattress and we may be able to do something to help ease the experience. Please let us know if we may be able to do anything more for you and we would immensely appreciate it, if you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy.
Camping bed
Use the matras on our caravan bed, which was uneven and hard. Now it's a smooth, soft and just delightful experience. Very happy customers!!
17 novembre 2022
Réponse de Emma Sleep NZ
Hello Sask, we are happy to hear that you have been enjoying your new Emma Mattress. Thank you for your kind feedback and continuous support of Emma. We're happy to know that you are satisfied with the comfort it's giving you. Emma smoothly combined high-quality materials to create a dream-like mattress that conforms to every body type. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy.
Excellent pillows
Excellent pillows! Have really helped my neck issues and the temperature control has meant much less disturbance during the night. Love the fact you can adjust the height to suit.
4 novembre 2022
Réponse de Emma Sleep NZ
Hello Beth, we are happy to hear that you have been enjoying your new Emma pillow. Thank you for your kind feedback and continuous support of Emma. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy.
False advertising !Think twice!
Customer service was appalling, basically non existent. I am still to get my mattress. After placing my order I heard nothing apart from the usual confirmation. Website states 5- 8 days business days for delivery in south island . After 5 working days I followed up for delivery date , then 9 days, then 11 days, still no mattress and no estimated delivery date.The customer support people advised that they are unable to track my order, that they are unable to contact the delivery company, they are unable to give out the delivery company details for me to ring the delivery company as "It's internal"?? How can they not know where there products are? I needed the mattress by tomorrow (13 working days from ordering!) but no they still can't tell me where my mattress is or when I will get it. So now I (50's plus) will sleeping on the couch so my mother can have my bed. I have now requested a refund,which apparently takes 2 weeks, after they have contacted the delivery team to cancel the order (the same company they cannot contact to check when I will get my bed ???) I have lost faith. So they will have had my money for 1 month , I have no mattress and have to start again
Message from Emma (One of many )" I do apologize for this experience. Just to set your expectation, if we will cancel the order, it needs to be confirmed first by our third-party courier. By that time we will process the refund right away. I want to be transparent with you as much as possible. We don't have information from PBTone if they can deliver it and when. This has affected your time already
Deb please note that we need to inform PBTone about the cancellation first. Once confirmed, that's the time we can start the refund"
Confused Me : "So let me get this straight. You cannot get hold of the delivery company to check when my mattress will be delivered but you can get hold of them to cancel my delivery so you can start my refund process?"
and then she logged out!!
Order no: 4000367938
16 novembre 2022
Avis spontané
Réponse de Emma Sleep NZ
Hi Deb. We're very sorry to hear that you haven't been able to get the order and we understand that you want to cancel. May I have your order number so that I may be able to look into it and improve on our services?
Helped with pain during pregnancy
Great mattress thinner than we expected but has been great for my back while pregnant which is why I changed in the first place. Now that I'm farther along in my pregnancy I need it a bit softer though so may get the topper.
15 novembre 2022
Réponse de Emma Sleep NZ
Hello Ellen, thank you for your kind feedback. If you find that the mattress is still too firm after 3-4 weeks you can reach out to our Customer Support Team at support@emma-sleep.co.nz with regards to the firmness of the mattress and we may be able to do something to help ease the experience. Please let us know if we may be able to do anything more for you and we would immensely appreciate it.
Réponse de Emma Sleep NZ
Hello Chris, we are happy to hear that you have been enjoying your new Emma products. Thank you for your kind feedback and continuous support of Emma. We're happy to know that you are satisfied with the comfort it's giving you. Emma smoothly combined high-quality materials to create a dream-like mattress that conforms to every body type. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy.
Love my pillow
Best pillow I’ve purchased and my husband and I have purchased many. Bought it on a whim thinking ‘okay it probably won’t be any good, but what else is there?’ Desperate times calls for desperate measures when you wake with a sore neck. And to date I have no regrets. It’s adjustable and is perfect for me. My husband on the other hand thought it was a little hard for his liking (put his head on it for 30secs) yep. Arrived within 2 days of purchase. Stoked customer. I definitely recommend.
15 septembre 2022
Réponse de Emma Sleep NZ
Hello Evangeline, we are happy to hear that you have been enjoying your new Emma pillow. Thank you for your kind feedback and continuous support of Emma. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy.
We were really pleased with the bed and…
We were really pleased with the bed and mattress. Delivery was quick. The four boxes it all came in were manageable to lift and get into the bedroom by myself. Assembling the bed was easier than what I thought it would be, only 21 steps. You could do it by yourself. But I definitely found the help of a 2nd person made the process easier when it got to attaching the head board. The mattress is lovely and comfy. Firm but soft too (weird I know) the pillows are so good because you can change the thickness and firmness by taking out some of the inners.
29 octobre 2022
Réponse de Emma Sleep NZ
Hello Joan, we are happy to hear that you have been enjoying your new Emma products. Thank you for your kind feedback and continuous support of Emma. We're happy to know that you are satisfied with the comfort it's giving you. Emma smoothly combined high-quality materials to create a dream-like mattress that conforms to every body type. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy.
Réponse de Emma Sleep NZ
Hello Frank & Christine, we are happy to hear that you have been enjoying your new Emma flip topper. Thank you for your kind feedback and continuous support of Emma. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy.
NO MATTRESS DELIVERED AND NO REFUND!
Ordered end of September, but the MATTRESS NEVER ARRIVED! I requested a refund, which I was told it would take between 2-7 business days to get my refund. But 12 business days later and I STILL HAVEN'T RECEIVED THE REFUND! Support keeps telling me they are escalating the issue (whatever that's means) and nothing happens!
I'm extremely concerned whether Emma Sleep is scam or not and if I'll see my money back again!
26 septembre 2022
Avis spontané
Réponse de Emma Sleep NZ
Hello there, we apologise for what happened with your order. May I have your order number so that I may be able to escalate it to our customer support team and have the issue resolved as soon as possible?
Réponse de Emma Sleep NZ
Hello Teresa, we are happy to hear that you have been enjoying your new Emma Mattress and pillow. Thank you for your kind feedback and continuous support of Emma. We're happy to know that you are satisfied with the comfort it's giving you. Emma smoothly combined high-quality materials to create a dream-like mattress that conforms to every body type. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy. -BB
Fast delivery and very helpful customer…
Fast delivery and very helpful customer service support! Well done!
7 juin 2022
Réponse de Emma Sleep NZ
Hello Monica, we are happy to hear that you have been enjoying your new Emma Mattress and great feedback about our Customer Support. Thank you for your kind feedback and continuous support of Emma. We're happy to know that you are satisfied with the comfort it's giving you. Emma smoothly combined high-quality materials to create a dream-like mattress that conforms to every body type. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy. -BB
I'm a bit disappointed with the service…
I'm a bit disappointed with the service delivery of this Emma product.
I ordered on the 25th Oct and has not yet received the mattress.
The pillow was received but 2 1/2 after not sign of the mattress and Emma.support keeps telling me they are escalating the matter but I don't know what that means, got escalated 5 time.
24 octobre 2022
Avis spontané
Réponse de Emma Sleep NZ
Hello Breachworkcollab, we apologise for what happened with your order. May I have your order number so that I may be able to escalate it with our customer support team and have the issue resolved as soon as possible?
CONFORTABLE TOPPER WITH CHOSE OF SIDES
CONFORTABLE TOPPER WITH CHOSE OF SIDES. NOT TOO THICK AND BULKY
9 novembre 2022
Réponse de Emma Sleep NZ
Hello AttleboroughJohn, we are happy to hear that you have been enjoying your new Emma flip topper. Thank you for your kind feedback and continuous support of Emma. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy. -BB
Delivery was quick and set up was easy…
Delivery was quick and set up was easy as well. Except the Qcode for the instruction video didn't work and I couldn't find it on your website either
The mattress is firm and comfortable but my daughter who runs hot can get a little too hot on it at times like she leaves hot patches when she moves
27 octobre 2022
Réponse de Emma Sleep NZ
Hello Ema, we are happy to hear that you have been enjoying your new Emma Mattress. Thank you for your kind feedback and continuous support of Emma. We're happy to know that you are satisfied with the comfort it's giving you.
Also, a useful tip to know is that the bed frame used will affect the performance of all mattresses in certain ways. For example, a slatted bed base will give a mattress a softer feel compared to a divan base with a solid platform, which will make the mattress feel firmer and will provide a cooler effect. It helps to make the mattress a lot firmer preventing you from sinking into the mattress as much and could help combat heat retention.
Emma smoothly combined high-quality materials to create a dream-like mattress that conforms to every body type. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy. -BB
Excellent Product and Value For Money.
Quality product, fast delivery. Mattress protector is expensive compared with others I have seen
However due to my excellent experience with my Emma Mattress I felt this item would be value for money, which it is. Thank you.
9 novembre 2022
Réponse de Emma Sleep NZ
Hello G, we are happy to hear that you have been enjoying your new Emma mattress protector. Thank you for your kind feedback and continuous support of Emma. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. If you would help spread the word about your experience with Emma to family and peers! Cheers! Don’t Worry, Sleep Happy. -BB
Very disappointed, lost trust in the brand
Waited weeks beyond the very long 8 weeks delivery timeframe with no mattress, and after contacting Emma multiple times on a variety of channels they still couldn't commit to a firm delivery date.
Given that we needed some mattress to sleep on, we had to cancel our purchase with Emma to buy elsewhere. The refund was supposed to happen within 7 business days. Thirteen (!) days later, I still haven't received the money back, nor have they confirmed when this will happen.
The delayed refund is impacting my family's ability to fund an alternative mattress. Very disappointing, unfortunately I can't recommend.
EDIT: They've replied and asked for my order number, but as far as I can tell there's no way to reply to Emma through Trustpilot, and they haven't indicated an email address for me to do so in their response. Pretty disappointing once again.
EDIT 2: Just came across Emma's latest reviews on Product Review AU and the vast majority are from customers who also didn't get the mattress nor their money back. They're either not being transparent or... worse. STAY AWAY!
9 novembre 2022
Avis spontané
Réponse de Emma Sleep NZ
Hello Rafael, we apologise for the delay with your mattress and refund. May I have your order number so that I may be able to escalate it with our customer support team and have the issue resolved as soon as possible?
I find the topper VERY cold
I find the topper VERY cold. I put a wool rest on top and this helped.
6 novembre 2022
Réponse de Emma Sleep NZ
Thank you for your feedback about the flip topper, Sheryle. As you mentioned that the topper is chilly. You can try the firm side of the topper to make it warmer. Also, an electric blanket can be used with Emma products. Please let us know if we may be able to do anything more for you. -BB
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