Review Time
The mattress I ordered was discounted by a third at the time of purchase, so was extremely good value. It arrived quickly, was well packaged, and easy to unpack. The mattress itself is very good quality, it is designed to be good for people with back pain, and so far has proven to be excellent. I'm very happy with my experience of Emma Sleep.
4 times I’ve contacted Emma support over last few days not as much as an acknowledgement did i get 😡 my daughter sending hers back all they short of doing is asking her tie it to her back and drag it back I have emailed your customer service 4 times still no reply and it was a gift I don’t have a receipt so maybe you contact your customer service and reply to my email
I ordered a mattress and duvet bundle, but the delivery never arrived within the stated timeframe. When I contacted support, I was told it could take another 6–8 weeks and that they couldn’t even send the mattress and duvet separately (since the mattress was in stock). I was advised to place a new order and then return for compensation. The new order arrived, but I’m still missing the duvet, and no compensation has been provided. Overall, a very disappointing experience with poor communication and unresolved issues.The experience varied a lot depending on which customer service team I reached. The UK team were genuinely helpful and I felt they really tried to resolve the issue, but it seemed like their hands were tied by internal processes. Improving consistency across all support teams and giving them the ability to take action directly would have gone a long way toward improving my satisfaction.
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