Ordered the mattress on 26 Dec, paid via three PayPal instalments, with an estimated delivery date of 29.12.23-4.1.24. By Jan 9th and no delivery I rang Emma three times only for the call to ring out each time with no acknowledgment whatsoever, not even a recorded message. On the fourth attempt instead of choosing 'option 1' for existing customer I chose 'option 2' for a new customer and someone answered immediately! When they realised that I wanted to cancel they said they would have to transfer my call and the line went dead! After much googling I eventually found their email address, which predictably I couldn't find on their website and I got an email saying the order was cancelled and a refund would take 3-10 working days. The only thing that happened during that period was that the second PayPal instalment was taken! I then became involved in a game of email tennis, with my 'personal customer care advisor' who basically kept patronisingly telling me to calm down the refund would be processed soon. Also be warned, as in the meantime I contacted PayPal regarding the two paid instalments and the remaining final payment, to be told there was nothing they could do!To cut a very long story short, after quoting the relevant sections of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and threatening them with legal action I eventually received my refund on Feb 6, 23 'working days' after my request, which going by other reviews here was good by Emma's standards but still very annoying and I think only occurred as a result of the threat of legal action.To concur with many of the reviews here, their customer service is absolutely shocking and I would strongly recommend you don’t buy from this company.
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