Emma Matratze

(Online, not the shop, but some things could apply) On June 29th, I purchased a complete pack from Emma Colchón, including a bed base, a mattress, a mattress protector, and two pillows. The mattress was scheduled for delivery between July 13th and 20th. After several unsuccessful attempts to arrange delivery through their automated WhatsApp system (this from the transportation company, not Emma), it was not possible to receive the items before July 24th, as I was leaving for vacation. I informed Emma Colchones that the delivery would need to take place after August 12th, when I would return. To my surprise, Emma Colchones contacted me to say that the order had been delivered on July 26th—without notifying me of the delivery date, without me being at home, and without anyone signing for the package. According to the transport company's website, the delivery had been marked as completed on July 16th. When I returned from vacation, I reached out to Emma Colchones and they informed me that they needed to locate my order, which they eventually found on August 19th in the warehouse—but it was incomplete. They told me the pillows were unavailable and no longer in production, despite the fact that they had initially been part of the complete order ready for delivery. I tried to understand how a complete order could suddenly become incomplete, but I could not get a logical explanation. Since September 9th, I have been writing and calling repeatedly to have my pack delivered, but I received no response until September 24th, when they told me—astonishingly—that I needed to contact the transport company myself. After a lengthy conversation, they informed me on September 25th that the order had finally been approved for shipment, with a promised delivery time of 1-3 weeks. However, this delivery never happened. The 21st of October they sent me an email stating that due to unexpected logistical difficulties they were forced to cancel the order (ONE MONTH WAITING TO TELL ME THIS!) I purchased the pack on June 29th. It is now December 29th, and I still have no trace of the pack or a refund of my money. This has been a deeply frustrating and unprofessional experience. I strongly advise against purchasing from Emma Colchones, but not only this, To all those who have suffered any type of negligence from Emma, I encourage you to contact the European Consumer Centre in your country and exercise your rights. Moreover, once you complete that claim process, you can always file a claim against Emma for the damages caused (proven damages). Don’t hesitate—stand up for your rights! Make Emma work and repair the harm they have caused!

I had a very good experience! I ordered online and was a bit worried (after reading the reviews) that my order might get delayed or there would be other issues. However, everything went smooth, customer service was very supportive when I had questions and I love the product (mattress + metal bed).

I had a terrible experience. I ordered my mattress online and paid for it, but it was held without proper justification. I would not recommend this company to anyone. It is not professional at all. PS: Instead of contradicting dissatisfied customers, Emma should use their time and energy to improve their service across every department. Otherwise, dozens and dozens of customers will continue to prevent other people from their non-professional practices.

[re online purchase, not the shop] Great mattress, despite the other reviews, my delivery estimate was pessimistic and the mattress arrived before it, which was super fortunate. Delivery times are long but so they are for other brands, too. But I am super happy with the quality of the mattress itself and sleep experience and performance after 1 year

Parcel tracking does not work, no follow up email to inform if the packet has been sent. No chance to find out where it is. Their electronic system is just very bad and thus receiving the delivery becomes a nightmare.. Would not get anything delivered from them again. Edit: This is an experience that I made in the store, not the online shop.