Review Time
We purchased the Emma Premium Mattress in May 2023 after a serious back injury. We chose Emma Sleep specifically because of their claims about premium support, durability, and long-term spinal alignment. We deliberately invested in their highest-tier model expecting exceptional quality.
Less than three years later, the mattress has developed a deep and unacceptable dip. It no longer provides proper support and is now actively worsening my husband’s back condition.
A mattress sold with a 10-year warranty (especially a premium model) should not structurally fail this quickly. This is not normal wear and tear; this is a significant sag that makes the mattress uncomfortable and unsuitable for someone with back issues.
At this stage, we are extremely disappointed and feel let down by a product that was purchased specifically for injury recovery.
We hope Emma resolves this quickly and stands behind the quality they advertise.
We purchased the Emma Premium Mattress in May 2023 after a serious back injury. We chose Emma Sleep specifically because of their claims about premium support, durability, and long-term spinal alignment. We deliberately invested in their highest-tier model expecting exceptional quality.Less than three years later, the mattress has developed a deep and unacceptable dip. It no longer provides proper support and is now actively worsening my husband’s back condition.A mattress sold with a 10-year warranty (especially a premium model) should not structurally fail this quickly. This is not normal wear and tear; this is a significant sag that makes the mattress uncomfortable and unsuitable for someone with back issues.At this stage, we are extremely disappointed and feel let down by a product that was purchased specifically for injury recovery.We hope Emma resolves this quickly and stands behind the quality they advertise.
I ordered an Emma sofabed in May 2025. Since then I’ve had six failed deliveries – the first was the wrong colour, and every other attempt arrived damaged because of poor packaging. After months of stress, unusable rooms, wasted time, and extra money spent, Emma finally agreed to issue me a full refund plus 20% compensation.But now they are backtracking. They are trying to include a £173 payment made earlier as compensation into the refund amount, even though this was never part of the final settlement. The agreement was clear: refund in full + 20% compensation, excluding the £173. This was the agreement we settled at and I asked for an email that stated this amount. I never received an email but did today and they are using the earlier compensation as a 'refund'. By refusing to honour this, Emma is short-changing me by hundreds of pounds.At this point I believe I am being scammed. They must have phone recordings of what was agreed, yet Emma’s customer service keep twisting their own wording and delaying payments.All I wanted was an undamaged sofabed in the correct colour, or failing that, the compensation I was promised. Instead, I’ve spent over 4 months fighting for what I paid for and still don’t have a resolution.I will now be contacting trading standards and my bank to raise a dispute and I hope they have recordings of the agreement that was made.Edit 03/10/2025Emma still owe me £520 compensation as agreed via calls and emails. I am now requesting a subject access request and making a legal claim and contacting trading standards to ensure I get this back.
Title: Deeply Disappointed – Poor Quality & ServiceI rarely leave reviews, but my experience with Emma has been so frustrating that I feel I need to. The mattress itself was nothing like advertised: uncomfortable from day one, with poor support and clear dips forming after only a short period of use. What makes it worse is the customer service — extremely slow to respond, dismissive when they finally do, and unwilling to offer meaningful solutions.The return/guarantee process is overly complicated, with delays at every step. It feels like once they’ve taken your money, you’re on your own. I had expected a reputable company with good support, but this has been the exact opposite.If you value quality sleep and straightforward customer care, I’d strongly recommend looking elsewhere.
If I could give a minus score then that is what I would give. DO NOT waste your money on this Tin Pot outfit as the mattresses are not fit for purpose and after a few years when the mattress fails good luck at getting your refund and hope you have a big house to house the faulty mattress as they will tell you all what you want to hear like "We will get the mattress collected and issue a refund" That's a FOB OFF, MONTHS later you are still trying to sort it. One thing Emma the Company" is good at and that is "Passing the Book" to every Department they can think of, Picture them sat there behind a desk with many HATS on !!! No wonder they were taken to court (CMA) The Competition and Markets Authority and Watch Dog have suspended their best buy endorsements on the Company "Emma" .It is now January 2026 and STILL NOT SORTED !!
Absolutely shocking customer service. I called to fix an error with my address and they told me they fixed it and I’d get an email. I never got the email. I just got an email later saying I need to contact UPS. UPS. Who said I need to contact Emma, who said sorry we can’t help we highly recommend you contact UPS. If only I could go back in time and never buy from them.
Ordered a mattress on 12th January, despatch confirmed with delivery date by 21st January. Did not arrive. Despite many phone calls and oral and email promises, offered a refund on 21st January. Still pursuing refund and on 3rd February the call centre, acting on behalf of Emma, said refund will be processed today or tomorrow but it could take 7 to 14 days for my credit card company to process the refund!All talk and no action so far.
Claim your business profile now and gain access to all features and respond to customer reviews.
partdiscounter.com
spacejoy.com
woodfurniture.com
advwin.com.au
maisonwhite.co.uk
mychildsroom.co.uk
britishmouldings.co.uk
thecovercompany.com.au
shack.com.au
louanntatami.com