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From the 30th of March, 2020 until the 25th of February 2021, Emma Mattress was offering each reviewer a $25 rebate on their mattress encourage them to write a positive or a negative review. It is possible that reviews during the terms of that offer were written by customers who received such a reward. These reviews adhere to ProductReview’s Incentivised Customer Reviews Guidelines and may explain a spike in review numbers. Previous incentives: February 2020, until March 29th 2020, Emma Mattress offered two random winners the chance to win the cost of their mattress back.
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PunkSouth East Queensland, QLD
- 4 reviews
Fantastic value and excellent customer service
The mattress was good when I first received it but I thought it was a touch firm so ordered the free foam topper. Delivery was within a few days of ordering.
They offered an extension of the warranty period as well which was not needed.
Really the mattress without topper was very good and I had no real complaints but also feel the topper just makes it slightly more comfortable.
Delivery and customer service was first class.
The zone system also lets me sleep on my side, back or front so is very flexible.
I was offered a $25 discount for this review but have not taken it up.
Purchased in December 2020 for $600.00.
The reviewer stated that an incentive was offered for this review
Alyce94
- 2 reviews
Advised problem with my payment yet they took money out of my account
Bought a King mattress and received a confirmation email no issues and money came out of my account. Next day receive an email advising problem with funds, yet there wasn't and money came out of my account and I confirmed this with the bank.
I need this rectified asap yet no customer support number and looks like this has happened to several people
Purchased in February 2021 for $650.00.
1 comment
Nicolas G.South East Queensland, QLD
Above and Beyond expectations.
After moving interstate and needing a mattress asap, I was amazed at the incredible delivery time. I put the delivery order in at 6:30am and it managed to arrive by 4pm that afternoon - amazing! It took barely days to adjust, and as a very hot sleeper, I can comfortably say that this mattress does a great job of dissipating heat. Excellent Product, great price and fast delivery, definitely recommend.
Purchased in January 2021.
The reviewer stated that an incentive was offered for this review
Find out how Emma Original Mattress compares to other Mattresses
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HelenMid North Coast, NSW
- 2 reviews
- Original Mattress Queen
- Verified purchase
Very impressed with our Emma mattress!
My husband did a lot of research about mattresses prior to our purchase of the Emma mattress and it has exceeded our expectations. Neither of us are aware of the other getting out of bed and the mattress maintains its shape very well with no dents from where we have slept.
.
Purchased in January 2001.
Review collected in partnership with Emma Sleep
The reviewer stated that an incentive was offered for this review
FionaSouth East Queensland, QLD
- 2 reviews
- 2 likes
Best mattress I have ever owned
I suffer from severe back issues and this mattress has been amazing. Most mornings I wake up refreshed from a great night's sleep. No sagging or roll together either, I don't even feel my partner turning in the night.
Purchased in December 2020 for $675.00.
Han T.Victoria
Fantastic customer service
The mattress was delivered 2 days after I ordered it despite me being in regional surprised me. It was a bit firm for me so I emailed Emma and got a comfort layer which made it more comfortable for me. The mattress seems to be of good quality foam, I've only used it for 3 weeks so far no sagging.
Purchased in January 2021 for $675.00.
The reviewer stated that an incentive was offered for this review
- Original Mattress King
- Verified purchase
Great mattress and service
The mattress is beautifully made and easy to roll out. It has provided a cool sleep in the summer months. The service team have been exceptional with contact and service.
Purchased in January 2021 for $750.00.
Review collected in partnership with Emma Sleep
The reviewer stated that an incentive was offered for this review
Scammers, just take customer's money and provide no product nor service
Hi, so far you are the worst company I have dealt with.
You have constantly ignored my refund request and when I have tried to escalate the issue on your Facebook, you just block my account and delete my messages. This is absolutely appalling! I will not stop raising my issue on all social media available until you gave given me my refund! I have placed my order on 02/01/2021 (order number 4000052961) and still haven't received my refund yet! Please refund ASAP!
Purchased in January 2021 for $800.00.
4 comments
Emma SleepEmma Sleep
Hi Wendy, thanks for taking our support team's call. We've replied to the last email you sent us which may start a new ticket thread. Please let us know if you are able to receive that message. We wil...
Read morel, of course, try to call you again on Monday as requested.I have received your emails. As I have told you, my email works fine, just that you haven’t been bothered to send me any, for 4 weeks, until today. Please refund ASAP.
Hi,
Thanks for offering to resolve the refund issue via calling, however, these days I wake up with my ears ringing therefore I won’t be able to take any calls. Anyway I strongly insist that we resol...
Read moreve the issue via email and I expect your reply everyday. I will also post my email replies on ProductReview and on Facebook to ensure that they get to you. I expect the refund issue to be sorted by the end of this week.NicoleMetropolitan Adelaide, SA
- Original Mattress Queen
- Verified purchase
I’m surprised! Firm but so comforting
This is my first foam mattress so I was worried buying online, but I’m very glad I did! It does feel firm but moulds where it should. I love it.
Purchased in January 2021.
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.
Boyd and SarahAU
- 2 reviews
- 2 likes
Definitely recommend this mattress
The Emma mattress is very comfortable and easy to sleep on. I've found that as soon as I lie down I feel like I'll drift off to sleep. I am now getting to sleep easier and I sleep all through the night.
Purchased in November 2020 for $443.26.
The reviewer stated that an incentive was offered for this review
blhillerSouth East Queensland, QLD
- 2 reviews
Great mattress!
I previously had the Koala, and I can’t really fault either or say one is better than the other.
I like that the Emma has handles on the side if you need to move it as they are super heavy.
It’s a comfortable mattress however I do find I get hot in the night. I am a side/front sleeper so when my lower back is tight I tend to get a bit of back pain on memory foam mattresses (regardless of brand), but my husband doesn’t and we are happy with our purchase.
Purchased in January 2021.
The reviewer stated that an incentive was offered for this review
A bit too firm.
Getting a good night's sleep depends on being comfortable in all lying positions. I have found that the matress si quite supportive. However the comfort level could be improved by reducing the firmness. For my liking, the matress is too firm and lying on my sides blood circulation to my arms is reduced and I get "pins and needles".
I do have neck and shoulder problems and find that there is insufficient "give" in the matree to allow me to easily find a comfortable position. However, once settled, I can, but not always, sleep well. It really depends on my flevel of fatigue.
Purchased in January 2021 at Emma-Sleep.
1 comment
Emma SleepEmma Sleep
Hi Rob, should the mattress be a bit too firm for your liking, you may order a soft comfort layer from us free of charge over at <support@emma-sleep.com.au> to reduce the perceived firmness. Our Support Team will be happy to assist you!
The reviewer stated that an incentive was offered for this review
Liz Sydney, NSW
Level of comfort we didn't know we were missing!
We were a little apprehensive about the 'buy before you try', despite knowing we had 100 days to make up our minds. But, so far sooooo great! Hubbie has a permanent injury to his back, and is waking up with less discomfort. I am sleeping like a dream, and don't get woken up during the night when he gets in/out of bed. Mattress feels quite firm to the touch, but is remarkably comfortable.
Purchased in December 2020.
The reviewer stated that an incentive was offered for this review
Disorganised, dodgy, timewasters
I have asked your customer service on where your mattresses are made and they have told me that your mattresses are made in Europe and in Asia. Why is Emma being so secretive about where their mattresses are made? Other box mattresses such as Ecosa and Winkl have no problem telling their customers that their mattresses are made in China. Anyway, when I have placed my order, it clearly stated on your website that they are made in Frankfurt, Germany. Since what I have purchased was not what I was promised, I am entitled to a refund. Also before o...
Read moren your website it stated that all returned mattresses will be donated to charity, but I don't see that anymore. Are they being sold to customers? Anyway I have placed my order before new years and I am still waiting for the actual mattress! This is definite not 1-2 delivery days as promised on your website! If you are not going to sort this out then please refund ASAP! I have sent to 5+ emails and still no reply - the last reply I got from you was 29/01! I have no choice but keep posting publicly to get your attention until this is resolved!Purchased in January 2021 for $800.00.
12 comments
Emma SleepEmma Sleep
Hello Wendy, our Support Team has been trying to reach out to you but it appears that you have not been receiving our messages through email. Our team also tried reaching out through your phone number...
Read more but it goes to voicemail. Can you please send us a private message with an alternate email address or contact number? Thank you.Hi, that’s not true. I can email you just fine, you just haven’t been bothered to reply me via email. Please be responsible for your customer service. I live in New Zealand so I am not going to waste ...
Read moremoney calling an Australian number. Please email me ASAP or resolve my issue right here.I have noticed that you have been offering rewards to your customers for their positive reviews. I have never dealt with a company as dodgy and unprofessional as yours. If you don’t bother resolving m...
Read morey issue, then I have no choice but ask my bank for a refund.NityaDMetropolitan Adelaide, SA
- 2 reviews
Very Happy with our purchase
Very comfortable. We get a good night's sleep and wake up fresh.
The firmness is just right for us. We've had it for a month now. Overall very happy with our purchase.
Purchased in January 2021.
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.
Good overall mattress, just a bit too firm for my liking
The purchase and delivery was quick and efficient
The product appears to have a had a lot of thought put into it.
It is just a little bit too firm for my liking
Purchased in January 2021.
1 comment
Emma SleepEmma Sleep
Hello Tim, we're sorry to hear that the mattress is a bit too firm for your liking. You may order a soft comfort layer from us free of charge over at <support@emma-sleep.com.au> to reduce the firmness.
The reviewer stated that an incentive was offered for this review
Aussie walkaboutPerth, WA
- Original Mattress King
- Verified purchase
Love this mattress!
The first morning waking up on this mattress my back felt better than it has in a long time! Usually I'm still and sore but I honestly felt great. Great quality for a good price and able to open and set up with one person
Purchased in January 2021 for $750.00.
Review collected in partnership with Emma Sleep
The reviewer stated that an incentive was offered for this review
Ben S.Greater Melbourne (Outer), VIC
- 2 reviews
- 1 like
- Original Mattress Double
- Verified purchase
7 weeks review
Customer service was really great and the delivery was really good, I got my mattress in 3 days.
The mattress is on the firm side but something that is worth noting is you can feel the mattress is divided into 3 parts. The top and bottom part is soft while the middle is firm.
I went through a few review but it seems no 1 mention anything about it. Is fine if you are sleeping on it but if you sit up on the bottom or top part of the mattress, you'll find yourself sinking.
That was the reason we had to return the mattress.
The customer service reply us quickly and we are waiting for the courier to come pick the mattress up.
Purchased in December 2020 for $531.33.
Sam I AmGreater Melbourne (Inner), VIC
- Original Mattress Queen
- Verified purchase
Emma Mattress - 3 months of sleeping on it
Do you prefer firmer mattresses?
Do you enjoy cost effective and easy to your door shipping?
If the above is yes for you - then maybe consider the Emma mattress.
I decided to give it a good 3 or so months before giving this review to give a good representation of the mattress.
A couple points below:
1. It does get quite hot in the warmer seasons, BUT not too uncomfortably so for me....
Read more2. It's firm enough for a back sleeper, but not too firm that you'll be uncomfortable as a side sleeper. 3. There's very very little disturbance from partners sleeping in the bed, tossing or turning during the night. 4. I haven't woken up with a sore back, or neck, or anything from this as opposed to other mattresses I've tried. It isn't the best possible mattress of course, but for the price (I got this on discount from their 2020 Black Friday sale) - well worth it.The reviewer stated that an incentive was offered for this review
- Original Mattress Queen
- Verified purchase
Great Mattress
Very comfortable, I get a good nights sleep. I have had the queen mattress for 3 weeks now and as I have been used to a firmer mattress in the past have ordered the extra comfort layer which should also provide more firmness and longer durability
Purchased in January 2021 for $674.00.
Review collected in partnership with Emma Sleep
The reviewer stated that an incentive was offered for this review
Questions & Answers
Nikiasked
Got my mattress today and its not inflating properly. Its expanded in the middle of the mattress but not at the head or feet part of the mattress. So its has massive dips.
Birdmanasked
What is the recommended weight loading for a queen mattress? What warranty do you offer?
1 answer
Emma SleepEmma Sleep
Hello, thank you for your interest! The Emma Original Mattress is constructed in such a way that it can adapt perfectly to any body shape with a maximum weight of 130 kilos. If you are heavier, the mattress may not offer you the perfect support. We offer a 100-night trial and a 10-year warranty - for more details, please visit our website FAQ page. Thank you!
delventop5hasked
Company is impossible to deal with as no phone number is available.
Very frustrating to deal via delayed emails. Our queen size mattress is wider than claimed 153cm and doesn't fit the bed frame. Lacking the human side of dealing with customers.
2 answers
Hi Delventop5h: I guess everyone's experience is different. Our EMMA mattress worked like a charm. I chatted with a consultant on line and didn't try to talk to EMMA on the phone. The consultant was very helpful in the on-line chat. You may want to try that avenue of communication - is what I would suggest. Good luck!
Emma SleepEmma Sleep
Hello, thank you for your input! We're very sorry for the experience you've had thus far- this is definitely not the level of customer experience we strive to provide. We have sent you a message asking for your order number so that we can follow up to the Support Team regarding your case. Thank you.
Details
Emma Original Mattress Double4.5(235) | Emma Original Mattress Queen4.5(967) | |||
---|---|---|---|---|
Category | Mattresses | Mattresses | Mattresses | Mattresses |
Price (RRP) | $699.00 | $899.00 | $799.00 | $999.00 |
Size | Single | Double | King Single | Queen |
Thickness | 25 cm | 25 cm | 25 cm | 25 cm |
Country of Manufacture | Germany | Germany | Germany | Germany |
Manufacturer Warranty | 10 year(s) | 10 year(s) | 10 year(s) | 10 year(s) |
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Emma SleepEmma Sleep
Hi Alyce, we'd like to apologize for any mishaps we made regarding your order, we have sent you a message asking you for your order number so that we can escalate your issue with our Support Team who will be able to assist you further. Thank you.