Emma Original Mattress
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2,903 reviews · Statistics
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- Side (1,858)
- Back (677)
- Front (313)
- Days (1,697)
- Weeks (350)
- Months (49)
- I never got used to it! (210)
- Very Soft (12)
- Soft (78)
- Medium (1,247)
- Hard (770)
- Very Hard (157)
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Reviews
Terrible experience 5/12/23
Original Mattress QueenPurchased a queen size Emma mattress waited 6 hours before sleeping in it, it did not inflate properly even 16 hours later, woke up bad back, headache and was sweating all night. Hated it. Reached out to costumer service no reply as yet tried calling 3 times no answer.
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Doesn’t last
Original Mattress KingLike fast fashion it’s a fast mattress that is great for a few months then awful. Less than a year later our mattress topper is lumpy and sags in the sides. We have back spasms each time we lie down.
It started having issues a little after the “100 sleep” warranty expired. Of course Emma will do nothing. We are trying the mattress without the topper and have little hope of it lasting as well. Stay away and when looking for a mattress find one that demonstrates longevity.
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Hard mattress and takes a least a month to get your money back
Original Mattress KingI got the mattress delivered within a few days of ordering but after 1 night I couldn’t sleep on it. It is very hard. Compared to sleeping duck etc it is like a rock. Tried a mattress topper but was still uncomfortable. I got onto Emma chat to organise a refund. After a few days I received instructions on what I need to do with tags etc and then I needed to send them photos to prove there were no stain etc. after another few days they said they will ask the salvos to pick up the mattress and they will contact me in 5-7 working days. After 7 wor
... Read moreking days I rang Emma to find out what was happening. They said they would chase it up. I got a call from the Salvos that day instructing that they can pick it up in 7 weeks or I can drop it at a Salvos store. So I took the mattress to a salvos store the next day and sent an email to Emma asking for a refund to be sent. Emma confirmed the drop off of the mattress but cause I bought the mattress through a store I need to go through them. It’s been a week and I’m still waiting for the store and Emma to figure out who is getting me my refund. If I had know it was going to be this hard I would never had bought it in the first place. Moral of the story is if you request a refund under the 100 night guarantee the be prepare for the refund to be 1-2 months
Disappointed - 24 months in and looking to replace
Original Mattress KingPurchased an Emma original mattress 12 months ago and unfortunately looking to replace. First few weeks, the mattress broke in and was tolerable, but never had an amazing nights sleep on it as expected. After 24 months, addition of a topper to make it more comfortable (helped mildly) and multiple rotations to keep the sagging even across the mattress, we are needing to upgrade as the mattress is impacting sleep quality. Very disappointed, given the hype and positive reviews.
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Customer Service in name only....
Original Mattress QueenTo be honest, I haven't received the Queen/bed-frame bundle yet to review, but if Emma's customer service is representative of the products they sell, I'll be sending it straight back. Having ordered and paid on-line a week ago, and despite two emails and two phone-calls to a seemingly overseas call-centre, I have yet to receive an invoice or even confirmation of my order. If it wasn't for the delivery company contacting me, I'd think that this was a scam. Such incompetence invariably reflects upon the company as a whole. Standing-by for the automated response.....
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Mattress not for me, service terrible
Original Mattress KingI found the mattress too hard and not to my liking. It’s now been over two weeks since I initiated a return and despite multiple calls and emails I’m no closer to organising a pickup, yet alone a refund. Emma seems to have engineered the returns process for maximum friction and effort with the objective of reducing returns; with multiple steps, extended waiting times and one way communication. Based on my experience I would suggest you avoid
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Be warned!! Terrible customer service
Original Mattress SingleI have purchased a single and double mattress in the last couple of years. I placed a mattress topper on them because they were harder than I anticipated but with the topper they were ok and so I kept them. I then removed the mattress cover for washing. The slider came off the zipper track and I was unable to repair it. I requested a new mattress cover on 08/10/23. After repeated emails up to today, 29/10/23, repeatedly requesting information I had already provided at the start, I was told that I had been referred to the local branch and would
... Read morebe kept up to date. I then received emails to say that they hadn’t heard from me and to let them know if they can do anything further. I then received an email requesting a photo. They will get their photo of the slider and one of the cover without the slider and then I will sell or give away my mattress and I will NEVER buy from them again !
Save yourself and just buy a KOALA instead
Original Mattress KingCustomer service is slow and their courier is even worse. I ordered my mattress 2 weeks ago and still have not received it. I was home all day and took a leave from work so I could receive it and their courier suddenly marks my address as unsafe to leave it in when I didn't receive any communication from their end. DO NOT ORDER FROM THIS BRAND.
Buyer Beware
Original Mattress KingBought two Emma mattresses unfortunately they were not right for us… too hard and very hot. Given the free 100 day return via a returns portal would have thought this would be a simple process. The portal does not actually work. The mattresses were delivered to us on 26th Sept (with half an hours notice!!!) we have been trying to return since the 27th Sept. With no luck, told a third party will contact us to arrange collection. Quick to take your money not so keen to give it back.
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Very hard
Original Mattress KingI have had the king mattress for about 12 months it is very hard and considering the amount I have spent on mattress toppers to try and soften the bed in hindsight I would have been better off buying a more expensive mattress from the beginning. Don’t be fooled by the cheap price
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Hot hot hot
Original Mattress QueenFound the bed initially too hard and jarring on pressure point. Improved with a mattress topper. However, main issue is that this mattress is hot. So hot that I’ve decided to give it away.
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Amazing service to a point / constructive criticism so online mattress purchasing remains an amazing new way to shop
Original Mattress QueenMy Emma order arrived pronto as the Italians would say! Service is incredible. Easy to roll out. Seamwork looks excellent.
Didn’t pick level of soft/hard that suits me. A little in to hard side for myself but more importantly for guests who love to snuggle into a mattress whilst being supported.
So an extra layer of service that helps us choose the right comfort level - not to assume we are somehow all experts on how to translate online standard bed definitions into the reality of lying on them in store ( very old fashioned notion am sure!)
M
Author stated being incentivised for this review
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Horrible Company Dont waste your time
Original Mattress KingWe ordered our mattress from Emma after looking at several online reviews about the actual mattress, we should have looked at their customer service as well, which is truly atrocious. Our mattress arrived stained as per photos and submitted several emails to their Australian support address without a reply. Contacted the UK support line and were told to contact the Australian site.
Finally got a customer representative and was again told to submit another email. Supplied photos of the stained mattress and was told they would not replace the ma
Buyer beware
Original MattressPurchased a mattress (offer was also a free pillow) and mattress protector.
Pillow and protector finally turned up after numerous delivery notifications.
Emailed, phoned, used webchat, website contact and Facebook messenger. Finally received a reply on Facebook and was advised the mattress was out of stock and there is no ETA for restocking. I was offered an upgraded mattress. I accepted the offer and heard nothing back, messaged again and their response was they had not heard from me. Oddly enough I have all the messages still. Another 10 or m
Very uncomfortable- no mattress topper was available but they took the mattress back
Original Mattress KingWe received the mattress and found it uncomfortable. I started the return process but put it on hold because the support offered me a mattress topper, which however wasn’t available at the time. I contacted them again after the specified time had elapsed and in the end they offered to take the mattress back at their cost. Thank you customer service.
Show detailsQuestions & Answers
Hey just wondering if it's safe to use an electric blanket
Hello faithqueens07. Happy Monday. Yes, it is safe to use it with an electric blanket.
Does the electric blanket need have something in between the mattress so it doesn't melt or is it fine to keep them next to each other
Electric blankets can be used with memory foam mattresses, pillows and mattress toppers. Most heated throws and electric over blankets are designed to be used on top of your bed/mattress, so you shouldn't use them underneath it. So, yes you can keep it next to each other.
Ty ily!!
Always our pleasure here.
What is the cost of a king size mattress?
Hello Rebecca. Thank you for your interest in the Emma Mattress. We no longer offer the Emma Original on the website. You may visit our website to check the current price of our mattress: https://www.emma-sleep.com.au/
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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) | $999 | $1,099 | $899 | $799 |
| Size | Queen | King | Double | King Single |
| 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) |
Extra Information
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Hello Darren! Thank you for your feedback. 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
... Read more customers at this time. We are doing our best and are open to feedback so we can improve our products and services. We can see here that is handled now with one of our agents and please do wait for her response when it comes to the collection of the mattress, since you mentioned that there are no means of disposing it. Keep safe!