Emma Sleep Avis 70

Terrible refund experience. While initially customer service was prompt to respond to my return request as soon as the pillow was sent back (with tracking confirming delivery) I have received zero response notwithstanding following up with them twice. It’s now been 2 weeks since I returned the pillow. The previous email stated my refund would be processed “immediately” once I sent confirmation that the pillow had been posted. The process is also drawn out and tedious with very confusing instructions regarding cutting off labels etc. Would NEVER purchase from Emma again.

Ik begrijp de slechte score
Wat een .piep bedrijf

Bereikbaarheid en procedure om te retourneren VRESELIJK je moet een topper van 2 bij 80 in een DOOSJE terug stoppen NIET TE DOEN 😡

De wijze van contact opnemen leid nergens naar

Here are a few ways to translate this, depending on how "punchy" or formal you want the review to be. Since this is clearly a frustrating situation, I’ve kept the tone sharp and impactful.

Option 1: Natural & Impactful (Best for Trustpilot/Google Reviews)
I have never regretted a purchase more.

Four months, 50+ emails, 10+ calls, and a mountain of frustration, stress, and despair later, and all I have to show for it is a second mattress that is 168cm wide (the first one delivered was 171cm), despite ordering a 180cm mattress.

Their customer service is the worst I’ve ever encountered. There is zero understanding or empathy, let alone a solution for all the misery surrounding my order.

I’d rather sleep on the floor than ever order from here again.

We purchased our Emma mattress in April 2021, expecting it to last at least close to the 10-year period covered by the warranty.

Unfortunately, after only a few years we began noticing that both of us were waking up sore most mornings. To test whether the mattress might be the cause, we borrowed a mattress from family for a few weeks and noticed an immediate improvement in both our sleep quality and how we felt when we woke up.

To Emma’s credit, their support team has been polite and responsive, but we have so far been unable to resolve the issue despite several rounds of photo testing. This process is difficult when the problem relates to inconsistent internal support and overall comfort, which is not always something that can be clearly demonstrated in photographs.

Based on this experience, I would suggest being really cautious when purchasing a “mattress-in-a-box.” It might be convenient but if long-term comfort and durability are important, it may still be worth taking the time to visit a store and test mattresses in person, as both your back and your wallet will likely benefit in the long run.

I’m hopeful Emma will help resolve the issue, and I’ll happily update this review if a fair outcome is reached.

I feel completely scammed. I bought an all season duvet that is advertised as a double layer duvet, I also asked customer service to be sure it is a double layer and they ensure me it was. I got it one more later just to see it is actually just a one layer duvet. I paid $300 for it and they are offering me a $18 refund, Ridiculous.

Within three years the sag and dip is almost as there is nothing below. It's such that if I sleep on it with my baby next to me, the depression will make the baby roll. When I showed the dip to customer service ,I was told this is expected behaviour. So apparently the mattress will only serve you three years as compared to similar priced brands that will serve you for 7-10. So if you have lots of money and love changing mattress every three years then please buy Emma sleep mattress. If not, then avoid the sale and marketing for Emma and buy something else please

One of the worst customer experiences I have ever had. Avoid Emma Sleep at all costs.

Our mattress is only one year old, and the springs on the left side are already protruding through the surface, making it completely unusable. My partner can only sleep on the opposite side, and I’ve been forced to sleep on the couch for months because of how unsafe and uncomfortable the mattress has become.

Despite providing photos, proof of purchase, and a full explanation, Emma Sleep refuses to assist. Their staff keep insisting they need to see mattress tags that simply do not exist on our product. Instead of acknowledging the clear product fault, they are hiding behind this excuse to avoid providing a refund or replacement.

Their customer service is dismissive, unhelpful, and completely unwilling to take responsibility for a defective product. After this experience, I would not recommend Emma Sleep to anyone. Poor quality and even worse service. Save your money and buy elsewhere

I bought the diamond graphite infused mattress topper because it was meant to be the best cooling option, unfortunately I have found it to just as hot as my mattress, same experience with the diamond pillow. Very disappointed.

I am extremely disappointed with my recent experience. The mattress quality was far below expectations, and I initiated a return and refund request over 10 days ago. However, I am still waiting for my refund to be processed.
This delay is unacceptable and has caused me significant frustration. I expect my refund to be issued immediately and confirmation provided without further excuses.
This has been the worst experience I’ve had with a mattress company, and I urge you to resolve this issue promptly to restore at least some trust.

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.

Comprei o colchão Emma Hybrid Premium em 10 de abril, com a promessa de entrega rápida e disponibilidade imediata (data agendada para día 12 de abril). No entanto, essa promessa foi completamente falsa.
Após semanas sem receber o produto, entrei em contato várias vezes com o atendimento ao cliente. Sempre davam respostas vagas, sem datas claras, trocando desculpas constantemente. A sensação foi de total desorganização e falta de respeito ao cliente. Fiquei semanas dormindo mal, com dores nas costas e no peito, esperando um colchão que supostamente estava "em estoque".
No dia 12 de abril, fui informada de que o envio seria feito o día 09 de maio, mas já não confiava mais neles. Decidi cancelar a compra e solicitar o reembolso.
Apesar de temer que o reembolso fosse demorado (como ocorre em muitos relatos), após enviar o IBAN no dia 28, o reembolso foi surpreendentemente rápido (em 3 dias úteis), embora tenha sido apenas o valor do colchão, pois a capa foi enviada separadamente. Felizmente, não houve descontos nem problemas com o valor.
Toda essa experiência me deixou uma grande desconfiança em relação à marca. Considero que houve publicidade enganosa, péssimo atendimento e promessas não cumpridas. Comprei outro colchão em outra empresa e a diferença foi abismal.
Não voltarei a comprar nem a recomendar o Emma Colchão.

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.