Emma Original Mattress

Purchased Emma Mattress for replacement for Double Caravan bed. It is more comfortable as old mattress (was hurting our back) Fits Double Caravan bed base a tiny bit of overhang but nothing to worry about. Husband & I do both find (Emma) is a bit hotter to sleep on than our other box mattress s/duck on our main bed - Queen. Main Reason we went… Read more ·  1

with Emma for our Caravan was the Dimensions were lower in depth as Caravan base is very high which would make it harder to get up on & harder to make bed in confined space. 2) It was on sale. 3) Delivery in box so we transported to Caravan. Overall opinion keeping mattress as its only used for Caravan . 7/10 rating as its a bit hotter than other mattress.

Over all if choosing between mattresses (our opinion) & I did lot of research before spending $$$ & spoke to people who had Emma mattress to see what they thought.

We prefer s/duck mattress as less hot ( which will be good in summer) & more customisable to firmness requirements & we find s/duck more comfortable.

Over all I have found my experience with Emma extremely unprofessional. Setting high expectations and delivering low results is one of the worst things you can do in business in Australia. I will spend the time writing a poor review on all platforms. Like I see many customers have done before me. This outcome has only served you and not the… Read more

customer that put their faith in your company. Sadly will not be recommending your products to anyone and will never purchase anything from your store again.

Bought our Emma mattress 4 years ago. Good for the first couple of years. For at least the last year we've put up with softness/valleys that go beyond just mere body indentations that you should expect. Once I'm off the bed, there is a minimal visible indentation so you can't claim under warranty. But once you lie down, you are in a trough.… Read more

I weigh 80kg and my wife a lot less. We have a decent bed base and we rotated the mattress regularly for the first couple of years but gave in when that became pointless. Might try a hybrid with springs but won't be buying Emma.

Stear Clear – This is an update of the original review. Emma did send us another bed and mattress and both have been very good and comfortable. I was very upset about the delivery and the courier but the fact they addressed this and the bed is great I wanted to up date my review. Albeit many years later. They have bad reviews for a reason. I ordered my… Read more ·  1

mattress and bed frame last Friday and clearly stated in the delivery instructions that I wanted delivery held off until after the 15th of JULY as it was for a surprise Birthday present. I thought that would help them as everyone seems to be complaining about not receiving their beds. I get a call from the courier on Monday saying they are at our house where do I want it left. I say that I don't want it left as I didn't want the bed for over a month and I wasn't home. They said tough, Where do I want it? Thinking that I didn't have a choice in the matter, I said behind the side gate out of sight. I received a photo of delivery and it was left at the front door in View. I rushed to get home and was home within 20 minutes and the Bed was stolen. Both the courier and Emma have wiped their hands of it. If delivery had been delayed as asked I could have arranged to be home. I believe the courier took the photo and then reloaded the bed back into his truck. I have one neighbour home with Covid and the other working in his front yard and they only saw the delivery van. Why bother having delivery instructions if they are not going to read them.

Great mattress – I bought a emma queen mattress but found it to firm for me had back and hip pain so contacted Emma support and once I explained my situation they offered to send out a comfort layer at no cost to me and it made a massive difference from the first night. Have not had any problems since installing the comfort layer. Thanks customer support for going… Read more ·  1

out of your way to solving my problem Highly recommend Emma they went out of there way to help solve my issue Thank you so much

Emma customer service – I would like to say that my dealings with Emma Sleep have been excellent both with communication and customer service. Unfortunately the mattress we bought did not suit. I thought it was fine but my husband felt it was too firm. I contacted Emma sleep requesting a refund, spoke to a lovely lady named JW. She couldn’t have been more helpful. We… Read more ·  1

sent a photo of the mattress. I received an email straight away acknowledging they had received the photo. Another email followed the same day telling us the mattress will be picked up within a few days and a full refund has been deposited in to my account already. Very satisfied with the customer service! I had been concerned after reading negative reviews.

Disappointing – So disappointed, the mattress is so uncomfortable, literally no side support and after 3months started sagging . Waste of money as I’m out of the 100 day trial period. I will never buy a mattress in a box again

Terrible experience – Product arrived a week late, I had to continually chase them for an update and nothing was given. Then it arrived the box was wet and damaged and when I mentioned this to them, they just said don't worry it's plastic wrapped. They offered no compensation for the damaged product late delivery and didn't care the considerable time I'd spent chasing and arranging the delivery. I wouldn't touch them again, terrible experience. Show details

Emma Mattress say no – These guys asked me to send the private message to them, and still same thing they all are doing no refund and keep harassing me with mentally and financially, is there any where we can complain about these guys or there’s no government bodies who can look into this? Any help would vibe highly appreciated.

Mattress must be good since their service is so bad – Asked for delayed delivery which I was quickly replied to within hours and told was available. Made order online. 6 hours later an email saying my delivery date could not be delayed more than 1 month. Sent back email giving new date. No reply so thought must be OK. 2 days later get an email and SMS saying delivery was on its way. Emailed for… Read more

clarification NO REPLY TO several emails that day but did get email from delivery company giving link to driver tracking map. Spent whole day waiting and checking emails for Emma to reply and watching the driver get closer. Around 2:45pm the driver was 5 streets away. Time passed, NOTHING so checked tracking and saw he was making his way back to his depot. Still nothing from Emma. Next day in the evening at 5:45pm finally get a reply email saying my order has been delayed as requested. MY next email was to cancel the order. They must make a great mattress if they can treat people like garbage and still be profitable. I will never know if the mattress lives up to the hype and is worth the money. If they treat customers like this beforehand imagine how bad the post sale service is

These people are thief's – We order a king size. Not available. They phoned us and offered a free upgrade. Supposed upgrade was in fact $700 cheaper when we checked there Web site. No offer of a refund for the difference. Have spent all afternoon trying to get our $2500 dollars back without success. Customer service team was very poor. So sorry 5 days to process your… Read more

refund. Eh no. Your quick enough to charge us and then rip us off. I want a refund at the same speed. On hold to speak to a supervisor for 20 minutes. Appalling service. Appalling Customer care and bordering on criminal activity. I hope someone in emma reads this and calls me to fix this disgusting affair.

Do not believe their returns policy – The absolute worst company to deal with when trying to return a mattress within their 100 day policy. For over two weeks now they have been giving me a run around. Every person I speak to is asking me the same questions. I have given them all the information and evidence they need but they are still not refunding me. Every agent seems to have… Read more

not follow up on previous conversations I already had with them. Completely useless. To be clear the mattress is in perfect condition I am simply returning as it is far too firm and gives me lower back pain.

I will be seeking legal advice as next step. Will absolutely not recommend Emma and do not believe their 100 day returns policy.

The trial period is a lie – I ordered 2 mattresses and unfortunately the firm one was too firm for me. After 6 weeks I still couldn't get a comfy sleep so I called Emma because I wanted to either get a refund or another firmness, before the end of the trial period. But they told me I had to get used to it! They told me that they would send me a topper for free... But I never received it. And then the trial period was over. Show details

Emma Mattress crap in your bed – I've been sleeping on my lounge because my Emma Mattress is not very good. I slept on it last night and this morning my back hurt so badly. Please think before you buy this Mattress. Show details

Avoid Avoid Avoid!!!!! – Deplorable Customer Service It has been over two months since I reported issue. After numerous emails/photos they agree to send replacement. I requested they must complete all quality checks before sending replacement, but this was not done because replacement mattress is damaged. I reported this and once again wasn’t believed and demanded… Read more

evidence. As I lost the trust, I asked for refund which they have refused. Also they refused to replace the mattress with better quality mattress even I offered to pay the difference in price. Now they refused to collect the damage mattress which is no good to us. Please DO NOT buy from this company.

Terrible Experience – Do NOT believe the promises on the website or the chat agents - you will NOT receive the mattress in the same day even if they promise over the phone/chat before you buy. They are just trying to get sales and don't have any clue when you will actually get your product. We needed a mattress urgently so confirmed it would come same day prior to… Read more

ordering however after we ordered, well, the story changed. Could be 20 or more days before we may get it, if that! Terrible experience, terrible company

Shocking customer service – I placed an order and havent recieved any confirmation, I contacted them to cancel order and they have spun a story about having to cancel with the warehouse as it has been despatched yet the order is still pending in my account and I was told 20 day delivery. Show details

too hard, – First mattress received didnt inflate so was replaced. Second one received was so hard that i made a complaint and guess what!! totally ignored and then when i did receive a reply it was past the 100 day trial and told here have a topper of foam of about 2cm thick which off course did nothing. No reply to date. Terrible customer service will never recommend Emma to anyone Show details

Worst mattress you will ever own – We purchased an Emma mattress for our guest bedroom. We went to a few mattress stores but decided to buy one online. We slept on it for 1 night to give it a go and the bed was already sinking in the middle and felt lumpy. I bought a mattress topper to put on it and after my parents slept in there for 1 week it was already completely sinking. I… Read more

gave it away on marketplace for free and purchased a sleeping duck which has been fantastic. Stay away from Emma mattresses… the quality is awful!!

The worst mattress you will ever try to sleep on – We purchased an Emma Sleep diamond hybrid mattress because we needed a mattress update. After 2 weeks of poor, uncomfortable sleep and debilitating lower back pain I called customer support to get my money back. I was still within the 100 day trial period and rather than a refund they offered to send a memory foam topper to make the mattress… Read more

softer. It made it a little bit softer, but only a VERY small amount.

The only comparison I can think of for a Emma sleep mattress experience is trying to sleep in the back-seat of a car. They are not worth the time, money, lost sleep and health ramifications. I now have disc inflammation in my lower back and find it difficult to do daily tasks.

We have since purchased another mattress to try and rectify my newly acquired back issues.

By the end of the 100 night trail the foam has a clear ' body print' from where I sleep in it. I'm not a heavy person (65kg)

Don't buy this mattress.

Sorry, unable to give negative stars... disregard the single star – Ordered a matress and protector end of November 2023. Its now mid Jan 2024 and still nothing. I have had very little support from the service team, only auto generated emails repeating the same old thing. After about a month of emails back and forth, we were told by email the matress protector was on its way. I was only told this as i requested a… Read more

full refund. I then received and email stating they were waiting on stock and the matress would be sent once that stock arrived. I was amazed when i received an shipping confirmation email.... then that amazment dissapated, acording to the shipping confirmation they are sending another matress protector... i have now been trying to call them and no response over the day a total of about 10 call have been made with the same auto response. I have even tried using the online chat, but apparently " they are only sales people" and cant even get someone to get in touch with me.

Dont even bother, this company has no idea about customer service.

over 30 email back and forth 20 + phone calls that have never been answered I would suggest you go elsewhere to get your matress.

Cant give a review on the actual product as after two months i still dont have it.

Ordered 5 December & still available online to order when no product?! – I’m perplexed why a company would advertise next day Metro delivery when they have no product. I ordered my sons mattress 5/12/23…last year! Still! Not received but still available to purchase online?! You cannot sell a product you do not have! Show details

No customer service – Ordered a mattress a month ago and waiting for delivery. Impossible to call as the number tells you they are currently unavailable and hangs up. Be cautious of this company