Review Time
I recently ordered two mattresses and was genuinely excited for their arrival, but the experience has been extremely disappointing. While the ordering process and communication were fine, the delivery itself raised immediate concerns. UPS arrived with one box completely disintegrated—the driver had to drag it up my drive with the mattress partially hanging out. The second box was intact, but the driver commented that it was noticeably lighter, which was unexpected as I ordered two identical mattresses.
Once unpacked, it was obvious that the two products were not the same. The heavier mattress already showed quality issues: when I lifted it to remove the plastic, the stitching on the handle tore away from the cover with minimal effort. This is not what I expect from a brand like Emma, especially for a brand-new product.
Overall, I’m extremely disappointed with both the condition of the delivery and the inconsistency between the two mattresses. I would appreciate a prompt discussion with Emma’s customer service team to resolve this
Emma Sleep authorized a refund of £872.96 on February 3rd for a structural failure. The bed was collected on February 10th . I have provided proof of collection, but have had no response regarding the payment. Emma now has the bed and my money. Please process the refund immediately.
This is company is a scam. Do not buy. I purchased a mattress at the start of January, waited the entire month for it to be delivered. Had to call them 4 times and then they admitted the item 'went missing' in their delivery depot. Was promised compensation, didn't get anything. Waited another two weeks for a replacement, they delivered the matress but the local delivery company refused to collect my old mattress, even though I'd paid Emma for that additional service. Turns out Emma had messed up the delivery again! Each time you call them, you can only speak to an 'agent' who will apologise and promise to help. And then they do nothing. I asked to speak to a manager to complain. I was told I couldn't. There is no customer service management. This is just a company that manufactures a cheap product and then outsources everything else to a bunch of agents/agencies that couldn't care less. This is not a real company. Do not buy their products. If you doubt what I say, just look at their responses to all the 1-star reviews... 'we're sorry, we understand you're disappointed' that's all they do, say sorry and hope you go away. Please save yourself the hassle and buy something else.
It all started with the liar seller who misled about the delivery. I specifically warned the seller in Emma Westfield by saying, "I didn't move to the property yet" he said he could keep it in the store, but after the purchase, he said you need to use Uber and take it from here because there is no delivery date option in this 16th-century company. Right now, it hasn't even been 24 hours after the purchase, but they say we can't cancel. They will deliver to the address, which I didn't even officially buy yet, and expect me to send it back to get my money. Wow!
It's such a shame that the customer 'service' is completely lacking as the mattress is somewhat decent. This is my experience documented in detail. Decide for yourself:
Emma experience
20/12/2025 order
22/12/2025 left the warehouse (in a box)
5/1/2025 delivered as and had to take time off work as their delivery company is impossible (that means 15 days in the box which is against manufactures instructions apparently)
Mattress collection 22/1/26 (when my mattress was delivered the delivery/collection company said there was no room in the van to fit my old mattress so this mattress was sat in my living room for most of the month - no one cared and no one offered to refund my 'white glove delivery service')
The mattresses are excellent. I needed to replace my old mattress after 20 years, and decided to invest in a new one. I purchased it online during the Boxing Day sale at a great discount, and I was also able to use my discount card for the purchase.
I paid a fee for the removal of my old mattress, and the entire process from purchase to delivery took about three weeks.
As for the mattress? It's incredibly comfortable! I've only had it for a week so far, but I'll provide an update later!
This has been an incredibly disappointing, frustrating, and absurd service experience. The delivery has taken much longer than promised, and I am still waiting. Communication has been extremely lacking—there were only assurances, no follow-through. Commitments were made repeatedly and then broken.
A significant amount of my time was wasted seeking updates, yet there was little clarity or accountability. Customer service cannot be relied upon. I had to cancel other jobs due to their false delivery assurances. When a callback with an update was promised in the morning, I did not receive it until 5:00 pm. My calls were never connected to a supervisor, despite numerous requests.
I cannot recommend this service based on my experience, which I consider to be unreliable and frustrating. I ordered one of their top-tier mattresses, yet this is how I am treated. Even after escalating the issue to higher management, they offered compensation, but nothing improved regarding my reorder and delivery. They merely attempted to alleviate my frustration with empty promises instead of taking real action. Shockingly, they could not provide clear updates from their own warehouse.
My initial order was lost in transit, and I was only informed after 22 days. A replacement order was placed on January 12, and I am still waiting. I received multiple emails claiming that “the mattress is delivering today,” yet their interpretation of “today” does not match reality. Delivery has been rescheduled at the last minute twice so far.
Today, I was told until 5:00 pm that the mattress would be delivered. Then, at 5:55 pm, it was rescheduled yet again, completely erasing any remaining confidence or hope.
There is much more to this experience. If anyone wishes to know the full story, please feel free to reach out. I strongly advise against trusting this service.
My experience with the service has been extremely disappointing. I ordered a kingsize refurbished mattress on 9th December, but it didn't arrive until 22nd December and was actually a double, not a kingsize. I arranged for a replacement on 23rd December, which arrived on 30th December. While it was kingsize, it was in terrible condition—rusty springs, the memory foam never inflated, and the entire mattress was lumpy. Now, they are insisting that I need to make a warranty claim to get a refund or replacement, even though I've had the mattress for less than a week. They also mentioned that a manager would call me back to discuss, but I never received a call. Very frustrating experience with the company.
Great platform with a smooth experience and quick shipping. I had only bought pocket sprung mattresses before, so I was uncertain about memory foam options. However, after three weeks of excellent sleep, I'm really impressed and would certainly choose this service again.
Emma mattresses are not durable. After a few years, my mattress sagged, leading to significant back pain. They claim a lifespan of 10 years. The support team makes the process difficult and shows little concern for the issue caused by their product. I am still trying to resolve the problem—it's been months.
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