Review Time
I recently purchased a king-size mattress from Emma and overall the product itself is great, no issues there.
However, the promotion included a “free duvet”, which sounded like a nice added bonus. Unfortunately, the duvet provided was a single size — which isn’t usable with a king-size bed.
What’s more disappointing is that the size of the duvet was not mentioned anywhere in the order confirmation or made clear at checkout. This feels quite misleading, as a reasonable expectation would be that it matches the mattress size or at least that any limitation is clearly stated.
Customer support advised that the gift is “standardised”, cannot be changed and I can send back if I wish, which doesn’t really resolve the issue.
Overall, happy with the mattress, but the promotion and lack of transparency around it let the experience down. I’d recommend Emma improve how these offers are communicated to customers.
Awful delivery experience and poor communication about delivery. I was told the mattress would be delivered to my apartment today but with no specific time. As I’m in work, my dad went to the apartment to let the couriers in to bring the mattress up. My dad is nearly 80 bear in mind. I receive an email saying it had been delivered - the couriers simply left the mattress in the foyer downstairs - didn’t ring me or anything. My poor dad had to carry the mattress to the escalator, to the fourth floor and the length of the corridor. I have never had a furniture delivery experience like this - absolutely horrific
I recently purchased a king-size mattress from Emma and overall the product itself is great, no issues there.However, the promotion included a “free duvet”, which sounded like a nice added bonus. Unfortunately, the duvet provided was a single size — which isn’t usable with a king-size bed.What’s more disappointing is that the size of the duvet was not mentioned anywhere in the order confirmation or made clear at checkout. This feels quite misleading, as a reasonable expectation would be that it matches the mattress size or at least that any limitation is clearly stated.Customer support advised that the gift is “standardised”, cannot be changed and I can send back if I wish, which doesn’t really resolve the issue.Overall, happy with the mattress, but the promotion and lack of transparency around it let the experience down. I’d recommend Emma improve how these offers are communicated to customers.
Shocking communication experience with Emma’s delivery service’s admin staff - they are a disaster - and since then, equally shocking mind-numbing communications with Emma’s chatbot and live support serviceThe left hand doesn’t know what the right hand is doing, that’s for sure. We’ve had a terrible experience with this company BEFORE delivery - so if you can buy their product from some other local outlet, then you should do that - because dealing with this Emma company directly is 100% not recommended
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