Emma Original Mattress

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.

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...

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 ...

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?

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…
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I 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...

This 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.

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 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!

The mattress is excellent and very comfortable. The delivery was prompt and the customer service from Emma was exceptional.

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

I 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.

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.

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

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...