- Paid for a new mattress in Nov. 2025- Notified Emma Sleep Co. of an issue with it a few weeks after.- They tried every which way to make the process an absolute nightmare, refusing to collect and refund, despite their so called 200 night no risk trial and hassle free return if you're not happy. This is complete and utter nonsense, yet this is their company line - “You don't have to worry about when you can return your Emma mattresses, we have for now extended our risk-free trial from 100 to 200 nights.” Clearly, that’s a downright lie.- They will do anything to ensure their products are not returned. I was asked to submit photos of the mattress & issue, I did so and was told the following:"I understand that you feel the photographs already provided should be sufficient, and know your viewpoint regarding the process so far. I would like to provide some clarity on our assessment criteria to ensure we are as helpful as possible in resolving this for you.Based on the photos currently provided, we would unfortunately have to reject the claim at this stage. According to our Terms and Conditions, which you can reference here (website), specific criteria must be met for a warranty claim regarding indentations.As stated in Term No. 19, under 19.3 (B):The indentation must be greater than 2.5 cm and visible to the naked eye.This is why we kindly ask you to measure the dip using a ruler and a straight edge as previously described. Without this specific measurement to verify the depth, we are unable to proceed with the claim under our policy guidelines. I truly apologise for any disappointment this may cause, but we require this evidence to ensure a fair and accurate assessment for you."So you see, it isn't that simple or straight forward. I don't want their mattress, and they don't want to take it back.It's a farce. What about 200 night risk free trial!? It clearly doesn’t apply yet I only have the mattress a few weeks.I purchased this mattress in good faith through Living Social and this is my experience. It's been absolutely appalling. I have since ordered a new mattress from Bed World, I sent them proof of this also. I have discarded the defective mattress and have told them not to contact me again. I don’t have the time or patience to deal with them any longer.I don't recommend getting involved with Emma Sleep Co., whether that be directly or through another retailer. If you have an issue with your mattress, you'll be stuck with it. Be warned.
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