I had an issue with staining on the mattress I received. I was initially offered a replacement but then that offer was withdrawn. They then responded and a replacement was offered and I accepted. The replacement was also mouldy. I was offered a refund and had to push back to be offered a replacement. The 2 mattresses were taken away quickly after the second stained mattress was received. I have now received a 3rd stained mattress and have requested a non stained replacement. I responded to the last email I received yesterday with details and it seems they closed my case and this 3rd mattress will be treated as a new complaint so won't be dealt with as promptly.Update: Got an automated response apologising for the delay in responding to my query on Saturday. Got a reply Monday afternoon but have not received anything since I requested a replacement rather than a refund. It's astounding that it would be so difficult to get a non mouldy mattress from a mattress company.I had to ask for an update and I have been told they are investigating the mould situation and once that investigation is complete I will be sent a replacement. I was not given a timeline for this or for the collection of the 3rd mouldy mattress.1st October Update: I received an automated message on the 26th asking if I still needed anything but haven't received an email from a real person since the 24th. My last 2 emails have not been responded to and the 3rd stained mattress is still in my hallway. It's such a shame that both the quality control and customer service at Emma are so poor. I will probably have to take things further at this point, I thought ordering from a well known brand would guarantee a quality product and good customer support but I have received neither.3rd October Update: Before submitting a complaint to CCPC I decided to reach out to Emma one more time this time via live chat. I was first told to wait patiently as there was an escalation on my case and that I will be contacted. I then explained that I had not heard from Emma since the 24th of September apart from a bot on the 26th and I had had a stained mattress in my house for the past 2 weeks with no indication if or when it would be collected.The representative was able to offer a replacement of a different model of mattress but initially said I had to wait for the stained one to be collected first, then he came back to me and said I could get the replacement first but once received I will have to make contact with Emma myself to arrange the collection of the stained one. I accepted because all I've wanted from this process is a mattress I could use but it would be much more convenient if both could be arranged in one contact. I will update my review as things progress 8 October update: Mattress 4 has arrived and it has no staining that I can see. I got in contact with support via livechat to try and arrange collection of the stained mattress as they were the ones that arranged the replacement while email support were just ghosting me. Apparently I will be contacted with a link to arrange collection in the coming days so Emma are happy to leave a stained mattress in a customer's home for 3 weeks plus. I would have thought in light of my awful experience they would have expedited the collection but as usual their policies have left me disappointed. I will continue updating until the saga is complete.As a note, I did submit the additional information requested by Emma via Trustpilot but did not receive any update on that.Final Update: The last stained mattress was collected on the 15th of October by Thermo products who were really efficient and pleasant to deal with, it's a shame the rest of my experience couldn't have been dealt with the same way.
Claim your business profile now and gain access to all features and respond to customer reviews.
