Emma Original Mattress King Questions & Answers

Our mattress arrived promptly but that wasn’t the problem. The problem was the difficulty returning it. After many emails back and forth we eventually dumped the mattress at the rubbish dump as per the company request, with all tags removed. They couldn’t pick it up as we lived in a regional area. I received a refund for the mattress and the rubbish fee but not the transport cost to get it to the dump. Do Not Buy This Mattress, they are absolute rubbish, a glorified camp mattress as we called it. We ended up going to a store and buying a mattress, much better choice.

What did u go with in the end?

After our poor service we went to Sleep Republic. Very happy with both bed and ability to contact that company. They have a phone number and people who answer.

Hi there. 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 customers at this time. We are doing our best and are open to feedback so we can improve our products and services. If there is anything more we can do for you please do let us know. - MV

Hello I suggest if after a month you still feel like the mattress and the topper is not for you and you still feel like you may want to return it, you may send an email to <support@emma-sleep.com.au> and we will gladly help with the inquiry.

I have Emma Comfort. I feel it is medium/soft.

Hi Karena, thank you for your question. We apologise for the late response as our Support Team is off for the weekends. May we please request for your order number so that our team can look into your case? Thank you!

I have received an email from the service team, thankyou

Hello Karena, thank you for your update. Please don't hesitate to contact our Support Team at <support@emma-sleep.com.au> should you have any further questions or concerns and our agents will respond to you as soon as possible. Thank you!

Hi Diz, thank you for your question! The mattress naturally moulds to your body over time as you continue to use it, so it should provide you a more comfortable nights' sleep the longer into your trial period. Should you still feel that the mattress is a bit too firm for your liking however, you may request a soft comfort layer free of charge from our Support Team over at <support@emma-sleep.com.au>. Please be advised that stock availability and delivery times will depend on your state, but for further questions and clarifications, please don't hesitate to email our Support Team who will be more than happy to assist you. Thank you!

Hello, and thank you for your question. While we can assure you that all products we send out are brand new, sometimes the packaging may get dinged up during transit, but it seems that the level of damage you are describing is quite severe. We kindly request you to raise this issue to our Support Team over at <support@emma-sleep.com.au> who will be more than happy to assist you with any problems or inquiries you may have with your order. Thank you.

Thank you I’ll make contact

Hello Katrina, thank you for raising your concern and we're sorry to hear that the mattress is too firm for your liking. You may request a soft comfort layer free of charge from us by sending an email to our Support Team over at <support@emma-sleep.com.au> which will reduced the perceived firmness of the mattress. For any other questions or concerns, please also direct them directly to our Support Team's email who will be happy to assist you. Thank you!

Thank you so much! We will do that.

Hello! Thank you for your question. Should you want to request a comfort layer, please send in a request over at <support@emma-sleep.com.au> as that is where our Support Team will be able to take note of your request. Please be advised however that we are currently out of stock and it will take a few weeks to resupply, therefore you may want to use a personal comfort layer first to reduce the firmness of the mattress. Rest assured however, that we will still entertain your request once our stocks have been replenished. Thank you!

Hello there, I have just received a phone call, telling me that I need to pick up the mattress myself from the depot in Wollongong, because TNT is refusing to deliver it because of the weight. The alternative, I understand, is to wait and see if they change their mind, which could take weeks, I was told. I am very, very unhappy with this. I have paid for the delivery and now I have to do it myself. Very, very unhappy, and I will make sure to tell my friends about this treatment. Best, Ingeborg

Hi Ingeborg, did you pay with PayPal? You have to make sure that you tick it is for you and not a gift, that’s what I have been told. PayPal guarantees to get it delivered to your place as long as it is not a gift!

Just picked up the mattress. The box was ripped, open and filthy. The man at TNT called me a F* B* for asking why they didn't deliver. Charming. So far, very little to recommend

i paid by credit card

Hi Ingerborg, We are sincerely sorry for what you have experienced on having to pick up the mattress and the treatment of the depot staff. We have raised an urgent escalation to our courier partners, to investigate on the matter and we will let you know as soon as possible all updates that we'll be receiving on this. Words cannot express how truly sorry we are for the anxiety, frustration, and inconvenience that you experienced. This is not the Emma experience we set for ourselves and our customers. Nothing is more important than regaining your trust and we will make sure that this is an isolated incident that no other customer would experience.

it is lovely that you care about other customers, but what about me? investigations are fine, but i want a new mattress delivered to my door asap. and i also want my name used right, if you don't mind.

oh ja, and a response to my emails.

Hi Ingeborg,

We are now coordinating with our support team. We have privately sent you a message to help you further and provide solutions for this issue as soon as possible. Thank you!

Hello! That's great! The good thing about Emma Mattresses is that, we smoothly combined high-quality materials to create a dream-like mattress that cushions more deeply sinking body parts while supporting the rest of your body while you rest or sleep. It conforms to every body type and any sleeping position.

Delivery to Brisbane would normally take around 5-7 working days.

Hi Vu T. Experience the Emma difference with total peace of mind. We offer a 150-night risk-free trial with a full refund and free returns for metro areas (a small $79 fee applies for regional deliveries).

Quality You Can Trust 10-Year Warranty: Every mattress is built to be a lifelong companion.

Pay Your Way Enjoy 0% interest by spreading the cost with Afterpay or Zip. We also accept Mastercard, Visa, and PayPal to make your checkout seamless.

To welcome you to the Emma Sleep family, please use code DA9RHCMB at checkout for 10% off your purchase. This code is valid for one-time use only, non-stackable with other codes, and doesn't apply to clearance items or accessory-only purchases.