Emma Original Mattress Questions & Answers

Hello Been. a happy and lovely Tuesday afternoon! Yes, we are still giving the free comfort layers. Please feel free to reach out to us through any of the following channels, available from 9:00 AM to 6:00 PM AEST:

- Email: support@emma-mattress.com.au - Phone: 1800 920 429 (Mondays to Fridays) - Live Chat: external link 

Have a great afternoon ahead. HEAPS!

Hi, a fantastic and happy Monday afternoon! Thank you for contacting us and for choosing Emma Sleep Australia for your home. O can see that you are looking into having a verified Emma mattress discount code. This is much appreciated and let me handle this directly. 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.

In case you need further assistance, please feel free to reach out to us through any of the following channels, available from 9:00 AM to 6:00 PM AEST: - Email: support@emma-mattress.com.au - Phone: 1800 920 429 (Mondays to Fridays) - Live Chat: external link 

Have a great afternoon ahead. HEAPS!

Again, please use this free discount code: DA9RHCMB.

Hello faithqueens07. Happy Monday. Yes, it is safe to use it with 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.

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: external link 

Pretty firm, sink slightly as per most mattresses

Hi DebAnn. We no longer have the Emma Original available in the website and we currently offer a new pure foam mattress (Emma Comfort) mattress which is rated as medium firm. If you're looking for better edge support, you may want to check our hybrid mattresses. The Emma Diamond is a foam + spring hybrid mattress. Spring systems typically have stable edges because they provide more pushback than foam. The individually encased steel pocket springs also provide dynamic adaptation so movement is isolated and you don't fall off easily off the edge.

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

Try calling 02 7202 0780

Hello Dean! We apologise for what happened. May I have your order number so that I may be able to escalate it with our customer support team and have the issue resolved as soon as possible? - MV

Someone has emailed me today.

Hello Dean. We thank you for your patience. A member of the customer support team will continue to reach out regarding the status of your order. If there is anything more we can do for you please do let us know. - MV

I can relate 100% I would recommend asking for a full refund and buying from pretty much anywhere else. You will not get a straight answer from this company.

Hello, we apologise for what happened., May I have your order number so that I may be able to look into it and improve on our services.

I am awaiting a refund too and yes, all emails are bouncing back to me. I will contact fair trading/ consumer affairs. This is terrible. These people are crooks.

Emm Pty.Ltd seems to be a very dodgy business, I dont know how they havent gone bust and can keep operating. The same dodgem game has been happening to me, swings and round abouts. Im expecting a refund and have been told via email that I will receive a chargeback thru my bank which will take 2-7 days to process. (I too had at least a dozen or so blocked full mail box nonsense emails some were from postmaster@donado.de, and going by the english used in emails from so called online website support,it sounds to me like its being operated from overseas) I have notified my provider of this never ending saga. Good luck, next time when I order on line I'll make sure there is a telephone contact number.

Hello, we apologise for what happened., May I have your order number so that I may be able to escalate it with our customer support team and have the issue resolved as soon as possible?

Hello Derleen, May I know your order number so that I may be able to look into this.

Hi Delreen C. I m sorry I just checked my email & I found your message. I think, you should contact them direct & may be there are different way they must provide to help you. Good luck

Hello, we apologise for the dalyed response of our Customer Support Team, this was dude to a large number of inquiries, but this concern has been raised and please expect a response within 24 hours.

Did you get your mattress?

No

if you want a softer sleep add the topper... That's what we did and its pretty awesome

Hello The Emma Mattress has a medium firmness but if you find it too firm or to soft, you may reach out to the customer support at <support@emma-sleep.com.au> regarding the issue and, we will be more than happy to help and provide suggestions.

My debarcle is over 10 weeks deep and still unresolved

Emma finally acknowledged my issue with the terrible smell, but had no answers, other that saying that the mattresses often have a chemical smell for a short while. And they will let the manufacturers know about the problem.

Only ordered due to cheap price. A queen size bed which stank of chemicals for a month. The king single didn't smell. I like a firm bed so not a problem for me. However Sleeping duck is so much better. There is no disgusting odour and they check in with you to see how it's going. Just better quality all over

I cannot answer that as I was unable to test the comfort of it due to the terrible smell that came from the mattress. I could not have the mattress in my house as the mouldy smell made me feel sick. So We didn’t actually get a chance to sleep on it.

I didn't ask about any smell/odour. I do not have a nose so your answer was as useful as 'you know what' on a bull. Thanks for nothing. Duh !

You get a 100 day trial...if the mattress turns up at all. I wouldnt count on getting a refund though if you're not happy. I'd recommend going with another company

Hello Daniel, May I know your order number so that I may be able to escalate this to our Customer Support Team?

order no : SCBQG5FW

They say they disinfect the product before sending it out ?

Hello Bev, We do apologize for the inconvenience this issue may have caused you. The mattress is dispatched direct from the factory, so it may be that it initially smells 'new' when it arrives. You do not have to worry about this though! The mattress has been certified by OEKO-TEX® and the ISO to meet the most stringent safety standards. The smell should evaporate after being kept in a ventilated room within a few days, but you can speed up the process by washing the cover of the mattress at 40°. Should the smell persist we can either do an exchange or organize the return of the mattress granted you are within your trial period.

Yes my son has been so unwell since sleeping on this toxic mattress. It’s a health hazard. Full of VOCs that don’t offgas at all.

Also checked the room for a water leak first

Interesting. My daughter aLso bought one for her daughter and it smells too, maybe not quite as bad. I’d like to know what is causing the smell and how safe it is to sleep on. Perhaps a problem with the compound in that batch of mattresses?

I would suggest the Emma Diamond Hybrid Mattress as it has features for temperature regulation.

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.