Review Time
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 I was initially offered a replacement but then that offer was withdrawn.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.
Ordered a mattress bundle as we were moving into a new house end of August, currently over a month later and no sign of our order or mattress. Just got an email over 2 weeks later saying they're "replenishing" a duvet that was part of the order. Absolutely terrible, they've given two different delivery windows now and failed to do anything. Awful experience, regret spending almost a grand with this company, questioning at this point if they even exist?Updating the review as latest comms are now saying at least 6 to 8 weeks minimum before a potential delivery. Customer service refused to just send me the mattress without the duvet (apparently that's the only thing out of stock). They also refused to refund my order and give me a goodwill discount to just buy the mattress by itself and not in the bundle that seems to be their delivery hold up.Was told that if this mattress bundle ever arrives, they'll consider giving me a partial refund as compensation, but won't decide how much and whether they will do it until the mattress has been delivered, which there's still no sign of.I was happy to let them off if they just cancelled the original order and offer me some sort of discount to still get a mattress asap as over a month in a new property now with nothing to sleep on.Absolutely abysmal company, avoid at all costs. They advertise massive discounts and great deals on their website and then don't fulfill the orders (and when they do screw up, refuse to do anything to resolve the situation). I would be extremely wary of their 100 night trial and return policies DO NOT TRUST THEM I sincerely doubt they would honor any sort of warranty or trial based on my experiences so far with Emma, first time trying to buy something from them and never again. Horrendous.
Arguably one of the best purchases I've made in recent times. The mattress I ordered has massively helped with some lower back pain I had (not an advertised thing just, something I pleasantly noticed) and I've been sleeping like a champ.
It was not a particularly good experience at all. Emma forced me to cancel my first order because the mattress I had ordered was out of stock, which they only informed me about almost two months after the original order. It was very frustrating. I didn't even receive a voucher or discount for waiting, due to the lack of clarity on their part. To me, they are only a big name, nothing more. Would not buy again with them.
Buy the weighted blanket... it has been a game changer for me. Ordered mine about 3 months ago, and it has changed the way I sleep. Im 54 and menopausal. Every joint in my body hurts, and sleeping is constantly interrupted by the pain as I move in my sleep, unless im under my blanket. It truly feels like a warm hug. Best thing is my joints aren't as sore when im awake either.
The mattress itself? Comfortable. No complaints there.But everything else about this company is an absolute disgrace.They sent me a broken bed frame not once, not twice, but three times. Every time I went through their “support” process: sent photos, got promises that it would be replaced, and then they shipped me the exact same damaged frame right back. They even admitted it was broken before sending it again.That’s not customer service that’s contempt for the customer.After the third time, I gave up, because clearly, they weren’t interested in fixing anything.Emma Sleep has managed to turn what should have been a simple purchase into a total farce. If you value your time, sanity, or patience, go anywhere else.Comfortable mattress, infuriating company.
Do not buy from Emma Mattress, it was the worst aftersales experience I have ever had in my life. I suffered so much stress because of it.They were ever so nice when purchasing the mattress but when I decided to return it due to a few reasons.1. The mattress was round edged....my bed is square but it doesn't state that on website, 2. More Importantly the Mattress itself was the wrong size......which left me with about 2" showing of the Base all around the bed. They admitted that it was a manufacturing fault. 3.The Mattress was not of the quality I ordered, it was much harder.4. The Pillows were dreadful...they were like clumps of hard cotton wool so couldn't use them at all.As it was a bundle I purchased, it also included a mattress protector which for obvious reasons didn't fit as bed size was wrongly made so it never stretched over the bed properly.5. They offered and I agreed to a Full Refund and to returning everything that was in the bundle. 6. They were supposed to send someone to collect it all but that was when ......I couldn't get a reply to my emails...Eventually I did and it was collected.....?.........MY REFUND.......That's when the real Emma showed their true colours....??......I had to chase them for probably 2MONTHS .I finally got my refund but ....OH NO....it wasn't the full amount....THEY LEFT ME €142 SHORT......Now again I'm chasing BUT AS USUAL NO REPLIES.EVENTUALLY I HAD TO DO A CHARGE BACK WITH VISA.....you have to wait a month so they can object if they want But guess what....No objection....so I now got my money back.I have documentation to support all of the above.I STRONGLY ADVISE .....DO NOT BUY FROM EMMA....MATTRESS......GO TO AN ACTUAL STORE AND DEAL WITH REAL PEOPLE.THIS WHOLE PROCESS TOOK ALMOST A YEAR.DON'T SAY YOU HAVEN'T BEEN WARNED.
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