Review Time
Very disappointed with Emma. A cheaper, wrong mattress was delivered, and the delivery note falsely said everything was received. The driver didn’t ask me to sign, yet a signature was recorded.Customer service was polite but stalling — no clear dates for pickup or delivery, and my request to keep the mattress and get the price difference had to be “escalated” with no guarantee.I had to manage the situation myself. I haven’t tried the mattress I originally ordered, so I can’t comment on comfort or quality. This review is strictly about delivery and support: you are left alone, not treated as a customer, and stuck waiting indefinitely.UPDATE: Their response here is always the same—just empty words with no action. They're not willing to actually resolve the issue. Their customer care doesn't help you at all; you're left to deal with everything on your own.Update: Issue was professionally resolved after countless messages by an higher level customer support Employee. Therefore I will adjust the Stars but keep the Review as it is.
I purchased a bundle that including mattress, mattress protector, pillows and duvet at a cost of €788.40 on November 3rd - and have still to receive my order.Despite their courier ‘notifying’ me via their tracking system that the attempted to deliver my order on 3 separate occasions (unable to do so due to "loading errors" and "no parcel in van" (I'm not joking about these excuses). I can’t get a straight answer as to where my order is!The company has refused to refund me because they have stated via e-mail "became you order has been processed through our logistics system and dispatched", cancellation is not possible. The company has informed me to refuse the delivery when it arrives and once the order has been rejected (by me) at my door, and once they receive confirmation of refusal from the logistics company, they will promptly process my full refund.I have only one question. If the courier clearly doesn't have my order, and Emma-sleeps.ie have claimed it has been processed for delivery, then please tell me where in the Country my order resides and I’ll go pick it up myself!I have now called Emma sleeps 6 times in the past week and am no clearer as to where my order is and I have been provided no means by which I can get a refund for a product that I have paid for and for which this company clearly has no desire to fulfil any obligations under The Consumer Protection Act,2022. This is hardly surprising give Emma Ireland is actually headquartered in Germany!! Yesterday at 4:20 I contacted Emma Sleeps again, I requested to speak to a manager, none were available to speak to. I asked for my issue to be addressed by a manager & was advised the would call me back - they did not. I am at a loss as to how this company can legitimately or legally refuse to refund me if the cannot deliver my order as paid for. The excuse that my order is whit the courier is no longer believable. For anyone from Emma Sleeps monitoring Trustpilot reviews - the following number is my trouble ticket member - please either refund me or deliver what I have paid for.7994309
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