Emma Original Mattress King

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.

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 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.

Wonderful – I have a spent over $20k on mattress in my lifetime. I have bought a mattress in a box. However after reading the reviews, I took a punt. What a return. The Diamond Mattress by Emma is by far the most comfortable mattress I've had. I consistently had the best nights sleep. Wonderful. Thank you. Show details ·  1

So great! – I was apprehensive to buy a mattress under $1000 as I associated a good mattress with an expensive price tag. I have been so pleasantly surprised! We were able to choose a day for the mattress to be delivered to our doorstep, with the mattress arriving rolled up in a box. I have been most impressed with the minimal partner disturbance, and can’t recommend an Emma mattress highly enough. Show details ·  1

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.

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

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.

DODGEY – Opaque delivery communications and dodgey return policy. They did not process return when i originally called . Have had to chase them for weeks in order to initiate the return/pick up. Still unclear if anyone is coming to pick up this glorified camping foam mattress that smelled so toxic when we opened it I’m probably half dead from the two weeks… Read more

I’ve had it . Listen to the reviews. Don’t buy. Another tech flop. Good in theory. Awful in execution.

Bed really hard – Bought the bed approx. 8 months ago. It's hard as a rock that I might as well sleep on the floor. Get terrible, burning pain in my ribs if I try to sleep on the side. The pain is so excruciating that I want to throw the mattress away. If it was still under the guarantee period I would have returned it. Show details

Doesn’t last – Like 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… Read more

topper and have little hope of it lasting as well. Stay away and when looking for a mattress find one that demonstrates longevity.

Hard mattress and takes a least a month to get your money back – I 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… Read more

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 working 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 – Purchased 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… Read more

mattress, we are needing to upgrade as the mattress is impacting sleep quality. Very disappointed, given the hype and positive reviews.

Mattress not for me, service terrible – I 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 Show details

Save yourself and just buy a KOALA instead – Customer 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 – Bought 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… Read more

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.

Very hard – I 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 Show details

Very uncomfortable- no mattress topper was available but they took the mattress back – We 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 details

Don't trust the return policy – If you want to buy this mattress, just buy it Don't buy it for their 100 nights policy etc. Their return policy is terrible, packed with complex process where you will get inconsistent advice depending on who is answering your emails. My 2020 queen mattress was perfect. So I bought a king this year (2023) and it was giving me back pain. So I… Read more

wanted to return this. It has been more than a month of back and forth emails while the mattress is blocking my hallway. They won't pick it up, they won't let me give it away, or dispose it myself. They want me to call churches and councils and organise a pickup of this old mattress. I think it's unreasonable to force the customers to go through such hassles.