Emma Sleep USReviews of emma-sleep.com

The mattress is really great. I'm a side & stomach sleeper, and my girlfriend is a back sleeper. The mattress is very comfy for both of us. The cooling feature seems to work very well. We don't sleep warm anymore. We've had the mattress a few months now and we haven't noticed any wear or sinking or anything. Our order took about 3 weeks to deliver, which is about what we were told.

Ordered 2 mattresses but need to return. Completed details in return portal and received a confirmation email but nothing else. Tried to contact by phone no response. Also tried online chat but that was unsuccessful too. Concerned they are leaving it so it runs out of time to return after trial

Update: After 2 months Emma has finally delivered my divan. Somehow I got through to someone in Customer Services who actually made a difference and my bed was delivered a few days later The product is good it’s a real shame that you have to go through hassle described in my original review below as I’ve been happy with the products Original View I ordered a super king divan from Emma on the 23rd March 24. The estimated delivery dates were provided as a two week delivery timescale. Once these dates passed I called customer support to ask when I should expect delivery. They said that they would follow up with the warehouse for me and that evening a new status appeared on the Emma order tracking site saying that my bed was being dispatched. This seemed a bit suspicious as the courier company hadn’t collected the goods. Sure enough, a few days later the consigner (Emma) cancels the delivery order and the tracking site is now updated to say that the courier is sending back my goods to Emma as they were going to send the two halves of my divan bed separately and they now thought it would be a good idea to send as one shipment! This is blatantly a lie as the consignment never got to the Delivery organisation as was made clear on their tracking website. During this time calls to Customer Service were useless. They are never able to tell you anything other than there is a an issue in the warehouse. They can’t explain what the issue is or when your goods will be dispatched or delivered. I’ve used the email support request - which was even worse than talking to customer support. I’ve asked to escalate the issue which was agreed and I was told someone would get back to me 1 or 2 days later. Obviously, they haven’t got back to me yet. Emma quite evidently has problems with its supply chain. If you look at the responses from Emma on Trust Pilot for all the people that have this type of problem its the same in every case. That it’s beyond our control. Only God knows what’s happening in that Emma Organisation but it’s clearly an operational mess. Over 8 weeks after placing my order nobody from Emma can tell me anything and I believe that is unacceptable. I will continue to update this review so that hopefully I can document a good response from Emma. So Emma - if you’ve read this review of your business - what do you think I should title this review? Maybe don’t buy from Emma - Well I’ve already bought a mattress from you and the product was good - although again it turned up late. I’m going to let the great British public decide and title this Read this before buying from Emma. If they believe they can put up with the dire customer service, a failing supply chain, poor warehouse management then one day you may get a good product but remember patience is a virtue. Emma - I would love you to contact me to discuss my experience properly

Spijtig maar helaas waar Emma is ook weer een bedrijf die zich niet aan afspraken weet te houden en tevens geen moeite doet om haar klanten te informeren. En over Emma's klantenservice ben ik al helemaal niet te spreken. Alles behalve behulpzaam. 31 januari een bed besteld levertijd tussen 27 feb en 12 maart. Tot op heden niks van Emma vernomen er wordt ook niet gereageerd op email en zoals al aangeven aan de klantenservice heb je niks. Voor de bedragen die worden gevraagd had ik wel wat meer verwacht.

Placed an order during Black Friday weekend for two mattresses. One arrived on dec 2. The other, with a different fedex tracking number has been in “pending” status on the fedex website with no delivery date. Emma customer service is a joke. Chat agents “won’t respond for hours”. The phone center is closed even during its listed office hours. And the email option…multiple back and forth emails over many days where they keep asking me for tracking info. Hello! You shipped it. It’s available on the fedex website with the tracking numbers you provided. Why do you keep delaying going something about the missing mattress? Wish I’d read the reviews on trustpilot prior to ordering from this absolute mess of a company. The mattress I got was good. But it’s awesome that I probably can only give it to one of my kids and not the other for Christmas. Thanks for nothing! STAY AWAY FROM EMMA

Hi there. So, I rarely ever give a review but I have been so frustrated with this company I feel like I should give a heads up to others thinking of buying from them. I began researching mattresses with no fiberglass and decided to try the Emma Climax. I had just missed there supposed bigger discount sale of 60% off but I was in the moving process so still thought, yes, buy it and I did. Upon asking over the phone and through email multiple times about what they are using for the fire sleeve here in the USA, they’re response, still to this moment, is they don’t know and will get back to me, and here’s a $30 credit for the inconvenience. Ok, fine for the moment but as I’m still waiting for an answer this doesn’t seem right. Why can’t I get a clear answer? I ordered this mattress mid June. Mid July runs around, still waiting. I have moved, had to buy a $50/60 blow up mattress. Was told by one Customer Representative they’d throw in a mattress cover, then by another Rep they can’t as they don’t have them at the moment and, the delay in the mattress was due to getting a new manufacturer. The website says 2-3 days to ship. I am now told they will credit me $150 and the mattress will be here by the end of July and they will look into upgrading it for all the inconvenience. It’s now Aug 20th., more than 2 months since the time I ordered. I have moved, and been on a blow up mattress ( a cost I really didn’t expect) since the end of June. My beginning total was 610…after there credit I’ve given them 430 ( which is what there Big 60% off sale price would have been approximately. I think all of this is quite outrageous. So Beware. I was just about to call and tell them to just never mind when i finally got the it’s on it’s way notice. Now the Mattress (the Climax, not an upgraded one) has finally arrived and I will report on that in a month or two. Praying the quality is good after all of this. Out of the box the corners are oddly misshaped but it has only been a few hours so I just hope it will get better as it sits and opens. This has been one of the worst experiences and the “credit” I feel is profoundly inadequate to make up being 2-months late and making me buy and sleep on a blow up mattress. To Top it off, all of this occurring while recovering from a broken leg so yep… getting up from a blow up mattress low to ground with that happening has made me a little more agitated about the full situation. Anyway, that is what my experience has been.Best of Luck. Ha…Almost a year and a half they reply… BAD On Them

Beware! They have not sent me my bed and refuse to give me a refund. This seems to be common practice with this company if you look at company review sites. Not customer centric at all. Stay away!

Order a mattress and a frame on or about the 2nd of February. Got the mattress in a reasonable timeframe. The frame however, I've contacted them twice, and been lied to both times, they said; "about a week" been months now. I've asked for a refund, doubt I'll get it, seems like a scummy company. For anyone that hasn't been through that before it normally involves having your lawyer contact them and push a lawsuit. Which can get expensive. Best to avoid them I think. For what it's worth the mattress is pretty decent, but there are as good or better in the same price category. As a bonus they don't have garbage customer service.