Emma Diamond Hybrid Mattress Questions & Answers

Hello Marie. We can see here that one of our agents assisted you with this concern. Thanks.

Hello Craig. 100 Nights Trial Try out the Emma Mattress risk-free with our 100-night trial! If it's not for you, we'll give you a full refund and handle the returns at no cost to you. ‎‎‎10 Year Warranty

A mattress is like having a life-long friend. And because we have so much trust in ours, we give all our Emma mattresses a 10-year manufacturer warranty.

Wow. Took you a whole 3 months to reply! A bit late now.

Our apologies. Just happened that we were out of manpower and just got back on track. Thanks.

Hello Tony. Thanks for reaching us here. Yes, you can place it on your old base, as long as it is aligned with Australian standardized size like what you see on the hotels. It will fit.

Hello kimseal3. We strive incredibly hard here to make every customer experience enjoyable and we’re really sorry we’ve not been able to meet the expectations of some of our customers at this time. We are doing our best and are open to feedback so we can improve our products and services. Please do reach out with our support team, support@emma-sleep.com.au or call, +612 7202 0780. Thanks and have a great day!

Hello, It is like sleeping on concrete. Hope this helps

Hi Edmundwcy. It is medium-soft. Thank you for showing interest in Emma Mattress. Kindly visit this link external link  for more information about our product. And you can also compare the mattresses on it. Have a nice day!

Seems to be the question everyone is asking. Great at taking your money but refund is non existent.

Kindly visit this link support@emma-sleep.com.au or call our Costumer service, +612 7202 0780 for further assistance and please provide the order #. Have a great day!

The reason you haven't received a refund is because this business is a scam.

Hello Don't Buy-Emma. If you could see this was way back 6 months ago and been resolved and sorted out. Thanks.

Hi Belinda. What we can recommend here for you is our new Emma Diamond Pillow that will be prefect combination for the Diamond hybrid, please visit our website time to time this week, since this is the target launch date, once available you can pre order it and check the specification of it. Thanks. Have a great day!

Yes. That’s what ours is on

Absolutely ! No negative impact whatsoever.

Hi Ray. The Emma Mattress can be put anywhere, even on a slatted bed base. The only thing we advise is that the optimal distance between each slat is no further than 5 cm. This spacing offers maximum support for the mattress.

by rights Anna when you contact a company about any issues you have with the product with in the free trail period they should honour it , to confirm this just go there home page and for the support box to come up and ask them

I have spoken to them via email twice and have been told twice that the free comfort layer that is meant to help with the firmness is out of stock.

Hello Anna. We're sorry to hear that you haven't received a soft comfort layer. We do offer a 2-week extension of the trial to give you time to return the mattress if the comfort layer does not suit you.You may reach out to our Customer Support Team at support@emma-sleep.com.au with regards to the firmness of the mattress and we may be able to do something to help ease the experience. Please let us know if we may be able to do anything more for you.

I have reached out several times but am still waiting for the comfort layer to be sent to me, with no ETA as to when this may be. Meanwhile I'm sleeping very badly on a very hard mattress. I'm not impressed with the customer service provided so far.

Hi Anna. Again, thanks for asking here. Rest assure that we are really giving the soft comfort layer to those costumer who finds the mattress soft or firm. But, we kindly suggest to send us a direct message or email us at support@emma-sleep.com.au so we can fully assist you. Thanks. Have a great day!

I have contacted your support team via that email address numerous times and have been waiting for the soft comfort layer since December. So I've done everything I was meant to but am not any further.

Hi Anna, would id be possible to provide your order # so we can quickly check this for you and rest assure that we will be on top of this make our priority. Thanks

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Again, thank you for your feedback on our page. As per checking, your concern is already been forwarded to our support team and one of our teammates will respond to your email. We already coordinated with her to make this a priority. We appreciate your patience and understanding on this matter.

Hello Lyn, thank you for reaching out to us. Could you kindly let me know your order number so I can double-check this?

Hello Emma, thank you for letting us know about your experience with the mattress. We do ask that you first try the Emma Mattress for at least 3-4 weeks to allow your body to accustom itself to sleeping on a new surface. Additionally, the mattress itself might require a break-in period as it slowly molds into your contours and the foam relaxes in firmness to a degree. If you find that the mattress is still too firm after 3-4 weeks you can reach out to our Customer Support Team at support@emma-sleep.com.au with regards to the firmness of the mattress and we may be able to do something to help ease the experience.

Hello Ria, thank you for showing interest in Emma Sleep. I can assure you that the mattress topper doesn't ruin the breathability of your mattress. As you mentioned that you find your mattress too hot, we recommend the Emma Diamond topper as it's ideal sleeping temperature and it has a temperature regulating graphite infused foam. Please let us know if we may be able to do anything more for you.

Hello Jim, thank you for reaching out to us. You can reach out to our Customer Support Team at support@emma-sleep.com.au regarding your mattress so they can provide you a picture so you can understand it better.

Hi Liza. The Emma Diamond Hybrid Mattress is a foam + spring hybrid mattress. Spring systems typically have stable edges because they provide more pushback than foam. The individually encased steel pocket springs also provide dynamic adaptation so movement is isolated and you don't fall off easily off the edge.

normally email responsefrom Emma Reps is prompt. Enquiring mon to fri would probably be more more satisfactory for you.

Thanks, have emailed customer service

Hi there. We're sorry to hear that you weren't able to get the free pillow. Could you please message us your order number so we can check on this for you?

Hello Starlight4, we apologise for what you've experience with our Customer Service. May I have your order number so that I may be able to escalate it with our customer support team and have the issue resolved as soon as possible?

I received very good results calling 0272020780

My apologies for the confusion, my questions were prefaced in case of an issue. Choice indicated there have been problems with the support team at Emma. I am deciding whether to purchase the hybrid and found it very frustrating trying to speak to customer service. Had better luck with online chat and am now contacting customer service via email. However email is not my preference as it is very easy for an email to simply never receive an answer or suffer extended delays. Is there an office based in Australia that can be contacted? Thanks Gillian I will check if that’s the number I called.

0272020780 Unfortunately this is the Philippines call Center and we had a terrible time hearing each other

We're very sorry to hear that you had difficulty trying to contact us. We appreciate your feedback for one of our support agents and we'll make sure to note this so we can serve you better.

Hello Kerry. Thanks for your interest in the Emma Diamond Hybrid Mattress. We offer a 10-year warranty on our mattresses. The warranty covers permanent sags or dips that occur within your mattress despite correct usage. Do note that we would require photos of the issue for our team to check and don't worry as they will guide you on how to take photos that will help capture the fault.

Hello Dave, thank you for reaching out to us. The Emma Diamond Hybrid is one of the best softer and the Emma Comfort is slightly firmer. This makes the Emma Comfort a better choice for people who like a medium-firm feel but still want the comfort and support of memory foam and pocket springs. Please let us know if we may be able to do anything more for you and we would immensely appreciate it. -BB