Emma Original Mattress Double

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.

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

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

Fantastic 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. Show details ·  1

Glad I didn't pay attention to the bad reviews – Purchased the mattress yesterday and it arrived today. So happy with the service and product!! I almost did not purchase due to all the recent bad reviews on delivery times and service. However I can not fault. Thank you :) Show details

Very pleased after a long search for a good mattress – Strange thing is I was about to return the mattress and topper I bought because together it was too high for most of my sheets and I wasn't getting the soft feel I wanted. I think all of these mattresses in a box are defaulted to too firm. Anyway I contacted Emma and they said they understood my decision but also that they could offer me a soft… Read more ·  1

insert! I thought why don't you offer this in the first place!

The soft inset was delivered and I was sceptical but I now love the mattress. It is just the plush side of firm and I honestly don't wake up with back and hip pain.

It was a long journey and I stupidly kept another mattress beyond the trial period which cost me but that's my own stupid fault. Speaking of cost I got a sensational deal on the mattress and topper and I received a swift repayment for the topper which I took under Emma orders, to a local op shop.

As for service, promised deliveries happened vey quickly even though I live near the Murray in Southern NSW. Communication with Emma was very easy: prompt and anything I was told actually happened. Maybe I was lucky looking at some of the comments here but, apart from not talking of the soft layer option at the outset, I couldn't be happier with my final mattress.

started off good finished bad – I bought this mattress approx. 18 months ago it was good and comfortable but for the last 6 months I have woken with a sore lower back after an hour of being up the soreness goes. so, thinking of a new spring mattress Show details

Worst mattress of my life – This is by far the worst mattress i have ever slept on in my life, it is too hard for a side sleeper. After sleeping on this for months, my spine has become so stiff i cannot sit up from lying on my back without the help of someone pulling me up. And when i do sit up, i can feel my spine is very jerky. I went back to my old mattress i thought was bad, and feels like heaven in comparison. Show details

Have these guys done a runner no response – Bought a double mattress in late November have tried to return it as too hard got one or two emails back then after that nothing no calls can be made no email responses I think they have gone bust time to report them. Show details

poor delivery service – bed frame came without the mattress - no one there can actually tell me where the matress is & when its being delivered Show details

Don’t be fooled by “same day delivery” – I ordered a bed relying on next day delivery (but even same day) and was convinced by an online sales rep that the item was in stock for delivery. Then had to phone them up to be told delivery expected in 8 weeks!! Also they won’t process my refund for 2 weeks. Just looked on their social media and they have done this to so many people. Show details

Still Waiting for my Mattress – Iv'e been very Patient for to long, If my Mattress isn't here before Christmas! I will take matters Further. I have been waiting since 30th November. I Just Received it this evening of the 19th Dec Show details

Fraudulent and lies – Their site says 1-7 day delivery but i ordered a month ago and they still don't have stock, i've told them many times their site is misleading but they won't change it so people are buying mattresses thinking they're going to a get a same day delivery Show details

Don't bother ordering with this company – Still waiting for my refund after almost 2 weeks and surprise,surprise,all managers are conveniently in a meeting so can't talk to them.They don't communicate when there's no stock and when you ask for a refund they tell you 2 to 7 business days.We're on day , still no refund and they give you the run around when you call and tell you it will now… Read more

take 10 business days.Not impressed with their customer service and if there was an option,I would give them zero stars.Don't bother ordering with them unless you want some extra stress in your life.

There is no such thing as Customer Support. Don't bother with this company! – Order number 2800644565. Placed order on 15th Nov. Driver turned up on 24th Nov to deliver only to find that "It was not on the truck" There were 8 in the truck, and we saw him only check three. When prompted to check the others we were told he already did. He said that he would come back with it later. It has now been 8 days, and we still… Read more

have not received it.

Contacted Customer Support to find out what happened, and keep getting generic replies. I keep having to chase them every couple of days, as they don't get back to me.

I need to know when it is coming so I can arrange with work to be at home. Whole "support" system is useless. If I don't hear back by the end of the day (now outside delivery window we were given) I will be cancelling the order and requesting a refund.

DO NOT BUY FROM THIS COMPANY – I purchased the Emma sleep mattress over a week ago and delayed the shipping date to coincide with moving to my new house. Apparently the delayed shipping date is actually a delayed “order processing date”, the items I ordered are now out of stock despite the fact that I’ve already paid for them. I now have no bed or mattress to sleep on. Customer service team was completely unhelpful would not recommend Emma Sleep to anyone Show details

An learning curve - will never buy anything where I cannot speak to a human over the phone – 1- paypal took my money but did not receive an order confirmation from Emma 2-tried order on credit card again, likely went through but order got cancelled within 2 mins with no reason. 3-2 days later received 6 order confirmation emails for something I did not order. Now fighting for refund for my PayPal transaction. Show details

Kept getting palmed off – Ordered mattress 25 May with delivery date between 30/5-7/6. Didn’t get any notifications on when it should be arriving. So contacted them. Apologised and still no mattress. Now asking for Refund but only getting apologies and saying how they will ‘escalate’ it to ‘logistics’. But still no refund. Don’t buy from these people. They obviously don’t… Read more

communicate with each other. But rather send each other emails or messages that get ignored. Or they have that much complaint that they are overwhelmed! Zero confidence in this company at all!!!

Its like waiting for Christmas, you know its coming but its so far away!! – Like so many reviews on this site, we all paid for a mattress, some have had delivery dates provided, but we are all still waiting. My thoughts are on location, not sure where the other customers are located, but I am not in the metropolitan area, so maybe Emma waits for a full truck of deliveries to Gippsland and surrounding areas to… Read more

deliver.Having placed two seperate orders, each provided the same experience. Late delivery, endless emails apologising for the lack of delivery. To be honest, I am at a point od taking action against Emma for the stress they cause.

Silence is not golden – Ordered & paid for 2 mattresses and pillows on the 19th May. Delivery was due by 30th May latest. No mattresses have arrived, no response to online enquires or emails. No direct contact available. Very concerning Show details

Would not recommend – I ordered a double and single at the same time. Delivery time was about right. Easy to open. Slept on it for 4 nights and I developed numbness down my thigh and a bad back. This mattress is rock hard with no give so no good for side sleepers. Do not get rid of the plastic packaging or they will not refund. Lucky I kept it for the double but not… Read more

the single so couldn’t return it. Took about 2 weeks for the charity to pick up but it is contactless so don’t know what you’d do if you live in a flat or have nowhere undercover. Took a few follow up emails before I received the refund after around 2 weeks.

I wish I could leave zero stars. They don’t deserve even one – A technical glitch on their site resulted in the purchase going through twice. I immediately emailed but the mattresses were still delivered. I have now been chasing them for over 3 weeks to have one picked up and a refund and yet to get anything back. The customer service is dismal! Show details

Just don't – Unsure if the mattress is any good as it never arrived. Only positive is they agreed to a refund. Website clearly states 2-7 business days delivery, I think we're into week 4 or so now. Took a number of emails and their support team 'escalating' my issue each time. They blamed the floods first despite us ordering well before the rain. They decided… Read more

on the final excuse being warehouse issue with our order... Because putting a mattress in a box, and then into a truck is quite challenging it would seem.

Hopefully have better luck elsewhere.

Abysmal customer care, they only use BOTS to answer query – This company only uses Bots. Feb 4th order, promised MAX10 day delivery time. Now over a month, no mention of late delivery till day 8, after just giving my existing mattress away and then said 'first week March.. Still waiting for delivery, saying now 11th March. Now I see a sale for the same mattress for sale over $100 cheaper. THEIR SITE STILL… Read more

SAYS 1-3 DAYS FOR METRO!!!!! All it takes is better COMMUNICATION, by a HUMAN so that I could have planned around the delivery and waited to give my other mattress away. Absolutely NO RESPECT FOR THE CUSTOMER!!!!!! SO ANGRY... I PROBABLY NEED A GOOD NIGHT SLEEP!

Terrible Customer Service – Emma's customer service is beyond woeful. They claimed there were issues with Paypal and that my order was not accepted. Attempted on numerous times to contact them, only to be informed there was 24-48 delay. The money was taken from my account yet Emma could not confirm the status of my email. Then I receive a txt msg stating my order was being… Read more

delivered, I had to leave work as no one was home and I was not expecting a delivery. The delivery driver rings to say he is 10mins away, I am expecting him to arrive, after 20mins I ring him, no answer. I then see the delivery driver at the front unit block attempt to delivery the items, I live in the second building which is located at the back, you cant miss it as the drive way leads you there. I again attempt to ring him, no answer, I run down the stairs and luckily catch him before he is about to leave. He attempts to tell me that he rang my buzzer which was a lie. He delivers the product but the box is damaged. He was extremely rude and lied.

Overall I regret purchasing the products from Emma, their customer service is extremely poor. I purchased items from a direct competitor and it was seamless and smooth. If you want to be stuffed around and have your time wasted and emails ignored, then purchase from Emma.

Do not deliver or communicate – Ordered a double mattress 25/12/2021. Got an email saying delivery is delayed and offered refund $30 from purchase price. Delivery was meant to be dispatched before 4/1/22. Received lots of promo emails but no communication about the delay. Come 27/1/22 I tried to cancel, waiting for that to occur after seeing some people waited 3 months. … Read more

They are still having sales on website despite not being able to order, which indicates the sale price is also the same discounted price. Why would you offer 40% off when you are at least 1 month behind in supply.

No delivery, no communication, stay away – Bought mattresses with promise of 5- 10 day delivery. Have had to follow up a few times, well passed time frame. No communication. Looking at Facebook we're not the only ones. Stay away. Show details

Product is comfortable but delivery process is terrible – I ordered a mattress some months back and had a terrible time with the delivery process but finally received my mattress after several delays. Now I have ordered the bed frame to go with the mattress and surprise surprise the same thing is happening. I was meant to receive the bed frame last week and it didn't show up. Back and forth emails with… Read more

the company (they get back to you in around 48 hours or more) and still no word on where my bed frame is. I can bet it will show up while I am at work like last time even though I have asked for a delivery date to ensure I am home. Its a shame because their products are quite good but I the whole delivery thing has put me off purchasing from them. If I haven't heard back within a week I will request a refund but it looks like that could be a challenge too. I assume this is why they don't offer phone support. Fingers crossed my bed shows up soon!

Took the money, no product – Took the money and no product arrived. Raised a case... No response... You cant get any support from the chatbot. Communication is by email only, when they can be bothered. No-one can help, there's no-one to speak to... Worst service... can speak for the quality of the bed. Show details