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Emma Original Mattress has been discontinued. See all Emma Sleep Mattresses.
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Purchased A double bed mattress for spare room , asked a few questions first via email , always responded quickly. Then I read the reviews and was so paranoid about buying from Emma Sleep . Well no need for the worry, I ordered a mattress on Saturday it was delivered by Wednesday. Mattress is firm too medium firm but once I put a mattress topper on it’s perfect. Very comfortable.
Purchased in at Emma Sleep for $700.
- Value for Money
- Incentivised Review No
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- 6 reviews
- 9 likes
We have no idea if the mattress is comfortable. Ordered it online with requirement for delivery no earlier than a specific date. Included this request in the order twice to ensure no confusion. Both were ignored and soon received SMS advice of premature delivery - 100% wrong date.
So we tried to get the delivery date delayed to match our order. But (1) there is no phone number to call; (2) the chat line refused to handle our logistics query; (3) multiple emails were not answered in time.
Only by cancelling the order did we get an automate...
Read mored response and finally an email from a real person. With him we confirmed cancellation and "Do Not Deliver", but to no avail, because three days later the delivery was attempted. Wrong date of course, so no one was home and the annoyed driver (we're rural) had to take the bed & mattress back to depot for return to Emma. Getting the refund required numerous emails. If it is this hard to communicate re delivery and refund, imagine if there was a problem with the actual bed that needed action. Be warned! Do not buy!- Incentivised Review No
- Sleeping PositionSide
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Hello David. We apologize for what happened. May I have your order number so that I may be able to look into it and improve on our services? If there is anything more I can do for you please do let me know. - MV
I am really tired with escalations after escalations. I purchased a King Size bed frame on the 3rd July, back then the website says 15-20 business days of delivery. Then when the Crazy Frenzy started, their website said 5-10 business days delivery, but I AM NOW still waiting with only a week to go before moving to my new house. I have not tried Emma's product yet but I believe if they are not going to deliver what they promised I will have to SLEEP ON the FLOOR in winter ! It has been 5 weeks, and this week is Number 6 and the only thing I got ...
Read morefrom Emma was " I am still waiting for our partner courier ", " I can assure you the bed has been made for you ", " it has been forwarded to a warehouse for disinfected " balabala, yes ! Same old for 6 weeks and every time I felt it was a waste of time to follow up because you are not going to get any update ! I have been thinking of cancelling but every time I got the message saying it's coming. I am really tired of the not knowing what's happening ! And the date is getting closer ! I keep mentioning that I need this to be delivered before 18/08 so I CAN TAKE THEM TO MY NEW HOME it does not really matter to them! Thanks to Rachele who tried hard to help but it's not within her control. EMMA PLEASE STOP FALSE ADVERTISING ! IF IT WILL TAKE YOU TWO OR THREE MONTHS TO DELIVER, JUST SAY IT AND PEOPLE WILL MAKE THEIR CHOICE BASED ON THE FACT NOT OVERPROMISE ! JUST THINK ABOUT ITPurchased in for $1,299.
- Value for Money
- Incentivised Review No
- Sleeping PositionFront
Hello Frank. We apologise for what happened. Upon checking, a member of the customer support team has already reached out regarding the status of your order. If there is anything more we can do for you please do let us know. - MV
- 3 reviews
- 1 like
This is for order 2800555152. There were missing parts in the emma signature bed box that got delivered to us.
We had called people for assembly of the emma bed frame and it seems that there are parts missing in the box.
The metal rods as in steps 2, 16, etc seems to be missing. This has been a terrible experience as we had paid $200 for assembly of the bed frame that has got wasted.
Also, we are now without a bed to sleep tonight.
Could you please issue a refund of $200 and send us the missing parts at the earliest?
- Value for Money
- Incentivised Review No
Hello Ron. We're sorry to hear that you have received an incomplete item. Upon checking, one of our customer support team has been in touch and a replacement has been issued. If there is anything more we are able to do please do let us know. - MV
Find out how Emma Original Mattress compares to other Mattresses
Know better, choose better.
- 11 reviews
- 12 likes
I ordered 2 king single mattresses, one for me and another for my mother.
I was satisfied with the mattress but my mother was not as she was sinking into the mattress and I told Emma mattress through email and they suggested me to return it…
For return: Emma suggested that Salvation Army will come and pick it up. By removing all the emma tags from the mattress and send them picture of the mattress.
I did so… & Salvation Army guys came to pick it up after 3 days…
After that I never heard from Emma mattresses. Tried contacting them but no response…
...
Purchased in at Emma Sleep for $1,049.
- Value for Money
- Incentivised Review No
- See all answers
Hello Romit! Thank you for reaching out. We aplogise for the delay with processing your refund for the returned mattress, after looking over the concern, we have been able to resolve the issue and if ...
Read morethat changes how you view our services, you may change your review through this link https://support.productreview.com.au/hc/en-us/articles/203909226-Can-I-edit-my-review-or-change-my-rating- . If there is anything more we can do for you please do let us know. -BBI ordered the king bed frame and after it arrived I started to assemble it only to find it was missing one of the main cross beams. Due to emma sleep being online you have to speak to them via email. This takes them at least a week to respond to your email each time. I was told to fill a form out for said missing piece. After multiple attempts, using different devices, phones, laptops, browsers the form comes up with the same error message everytime when you try to upload a photo. Due to this server error you are unable to complete the form. I...
Read more have explained this is dozens off emails to the customer support, sent all the evidence, photos off this and the missing piece yet they still fail to acknowledge it and instead keep asking me to try again. This has know been going on for 2 months and iam still no closer to receiving the missing piece of the bed frame all because there form does not work!- Incentivised Review No
Hello Smithy, thank you for sharing this experience. We are looking into this and we have already reached out to our team so we can address this as soon as possible. May I have your order number so th...
Read moreat I may be able to escalate it with our customer support team and have the issue resolved as soon as possible? Rest assured that we will expedite a resolution for a better Emma sleep experience. -BBThis mattress is so hard that I have 2 mattress toppers on it and it's no different to sleeping on my floor. I got pins and needles every night through my hips, legs and shoulders and it never fully "inflated" - it still has rounded/squashed corners.
Customer service is horrendous to deal with, as you're never emailing the same person twice! I know there's apparently a comfort layer they can send because the mattress is so hard... but they won't.
I honestly couldn't recommend this product LESS.
Save your money and time by shopping elsewhere.
Purchased in for $617.
- Value for Money
- Incentivised Review No
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Thank you for your feedback, Phoebe. We apologise for what happened and your experience with our customer service, but upon checking the issue has been resolved as they'll be sending you a replacement...
Read more and comfort layer, if there is anything more we are able to do please do let us know. -BBRelated Articles
- 10 reviews
- 8 likes
IF everything goes smoothly the process is OK. BUT the support system at EMMA is terrible.
They never have records of things they "confirm" on the phone. They tell you they will send a confirmation email but ever do. I don't blame the people on the phone, it is obvious the set up of the support system is just terrible.
It took me five emails and four phone calls to process a return and I still have not received a refund.
If you are a working person you will be tested trying to find time to get anything processed.
AVOID.
Purchased in for $475.
- Value for Money
- Incentivised Review No
- See all answers
Hello Brook, we apologise for what happened. May I have your order number so that I may be able to look into it and improve on our services. If there is anything more I can do for you please do let me know. -BB
Hello Brook. Hope all is well with you. We're truly sorry to learn about this experience and please know that we're continuously improving our internal processes to serve you better. After looking ove...
Read morer the concern, it seems that one of our customer support team had reached out again to confirm your refund. If that changes how you view our services, you may change your review through this link https://support.productreview.com.au/hc/en-us/articles/203909226-Can-I-edit-my-review-or-change-my-rating- . If there is anything more we can do for you please do let us know. - MVPurchased Emma mattress 3 weeks ago absolutely loving the comfort and support it has. Purchased topper too so extra comfort and no longer waking with neck and lower back pain!
Purchased in for $800.
- Value for Money
- Sleeping PositionBack
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The reviewer stated that an incentive was offered for this review
Find out how Emma Original Mattress compares to other Mattresses
Know better, choose better.
- 2 reviews
The mattress is excellent and very comfortable. The delivery was prompt and the customer service from Emma was exceptional.
Purchased in at Emma Sleep.
- Value for Money
- Incentivised Review No
- See all answers
False advertising on delivery times !!! NO STOCK ON HAND !!! KEPT MY MONEY NEARLY 3 MONTHS AND NO PRODUCT EVER ARRIVED
I ordered this mattress 1 MAY 2022 . So many excuses why it was delayed and they had my money for almost 3 months before I FINALLY got a refund . No compensation was offered and I had to put a dispute in with my bank before anything happened so BEWARE . Its a serious time waster they do not have the stock they are offering and I get very frustrated seeing the advertisements continue on the TV when it was a huge inconvenience and waste of time waiting for
Purchased in for $1,086.
- Value for Money
- Incentivised Review No
- See all answers
Hello Catherine, we apologise for what happened and for what you've experienced with the delivery as well as the service. May I have your order number so that I may be able to look into it and improve...
Read more on our services. If there is anything more I can do for you please do let me know. -BBI decided to return the mattress after nearly 100 days with absolutely no issues. I am a terrible sleeper and unfortunately it was too firm for me - my husband loved it though and wanted to keep his half! I was pleasantly surprised at how seamless the return process was. I could not fault the customer service. If you think this mattress is for you try it - the company will do the right thing if it doesn't work for you.
Purchased in .
- Value for Money
- Incentivised Review No
- Sleeping PositionSide
Find out how Emma Original Mattress compares to other Mattresses
Know better, choose better.
Ordered a mattress and topper, was paid for twice, because of website problem. Had to request refund a couple of times which we eventually received, but have still paid for a mattress and topper which we haven't received. Emailed Emma support several times with strange replies. Waiting a month so time to take up case with PayPal as not sure if this is a scam.
Purchased in .
- Value for Money
- Incentivised Review No
Hello, we apologise for what happened., 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 ordered a diamond hybrid recently one evening and it was delivered the following afternoon which shocked me! Easy to set up and it’s so comfortable. I have long term lower back pain and it’s reduced this significantly, I feel really supported. I wish I’d bought one sooner. Very happy
Purchased in for $1,079.
- Value for Money
- Incentivised Review No
- See all answers
- 2 reviews
Unfortunately the customer support and online system taints a potentially great product
We might eventually find out whether the mattress itself is actually good, but at this time, we are extremely disappointed as neither the online ordering system nor customer support are working correctly while being very quick to take the money without providing any service. The website is extremely temperamental and eventually resulted in an error message while still taking the money. It's been over a week and I have tried to resolve this issue about 4 times without having been provided with an actual order confirmation, proof of cancellation...
Read more, which I now have requested several times, or actual refund. The only option to contact the company is by email, which does not result in any timely or appropriate response. Webchat is completely useless as the poor representatives put in charge of responding have absolutely no means on actually assisting with anything and the company refuses to provide any phone contact despite my requesting for someone to call me who could potentially provide a solution. Despite the original extremely poor experience, I still placed another order since my daughter was very taken by the reviews of the actual product. This time I actually received an automated order confirmation, but thus far, no contact with regard to delivery. We are now in suspension to see whether we ever will get to experience the mattress, topper, and mattress protector and find out if the product is worth the incredible headache it caused me to obtain it. If so, I am sure we will update on the quality of the product itself, but I am currently bracing myself to have to fight for a refund through my credit card company on both orders.. At this point I would certainly not recommend the product as there are many wonderful online companies out there ensuring that their websites, costumer support, and communication are up to date, while selling just as good products.Purchased in at Emma Sleep for $879.94.
- Value for Money
- Incentivised Review No
Questions & Answers
I ordered on the 25/07/2022. I am still waiting to get a tracking number or an email confirmation stating it’s been sent. I have tried multiple time with the help desk on the website. Told I would be marked as priority and someone will be in touch. I’ve still heard nothing a week later. I sent an email to the support email on Emma sleep website with the same question. Still not heard anything. My pillow arrived really quick which is why I bought the mattress. This process is making me regret purchasing.
Try calling 02 7202 0780
Hello Dean! We apologise for what happened. 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? - MV
Someone has emailed me today.
Haven’t received a confirmation that the mattress has been sent and starting to read the bad reviews wish I found these before I purchased
I can relate 100%
I would recommend asking for a full refund and buying from pretty much anywhere else. You will not get a straight answer from this company.
Hello, we apologise for what happened., May I have your order number so that I may be able to look into it and improve on our services.
Is Emma working on a Push or Pull stock system? Are you working on a Pull system, waiting for orders of each mattress type, collating them and placing a gross stock order to fulfil them? That would explain the number of complaints of non-delivery. If you were working on a Push system, you would have stock to delivery in your distribution centre.
Get an answer from our members and Emma Sleep representatives
Details
Features
- The Emma Mattress is made with three layers of memory foam, which are: eco-friendly hyperfoam, polyether foam, and pressure-relieving point elastic foam. These adapt to your body shape as you sleep, even as you shift positions throughout the night.
- A removable and washable top cover is made from polyester and elastane.
- A zoning system supports you in the areas of your body that you need it most, such as your pressure points.
- A motion isolation system allows for minimal partner disturbance and a more peaceful, uninterrupted sleep.
- Available in the following sizes: single, king single, double, queen and king.
Points of praise
A high number of reviewers reported that the Emma Mattress was extremely supportive, and that it was also comfortable. This helped to support the back and shoulders. These sleepers woke up feeling refreshed. Good value for money was also cited.
Pain points
The main pain points that dissatisfied customers encountered were issues with customer service. The Support team can take a while to respond to customers when it comes to resolving issues, such as late deliveries.
These reviewers also wrote that Emma’s returns policy isn’t always honoured. Some people found the mattress too firm for their liking, but had difficulty returning it for a refund due to a lack of responsiveness from Emma.
Category | Mattresses | Mattresses | Mattresses | Mattresses |
---|---|---|---|---|
Price (RRP) | $699.00 | $899.00 | $799.00 | $999.00 |
Size | Single | Double | King Single | Queen |
Country of Manufacture | Germany | Germany | Germany | Germany |
Thickness | 25 cm | 25 cm | 25 cm | 25 cm |
Manufacturer Warranty | 10 year(s) | 10 year(s) | 10 year(s) | 10 year(s) |
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Hello Jackie! We're happy to hear that you have been enjoying your new Emma Mattress. Please let us know if we may be able to do anything more for you. We would immensely appreciate it if you would he...
Read morelp spread the word about your experience with Emma to family and peers. We hope you enjoy your Emma mattress for many years to come! - MV