Emma Mattress

I ordered a bed, they messed up the order. Decided to put faith in Emma, cancelled the order and got a more expensive version of the bed. All in all, the delivery was a mess, I still have wrong items at my home. Emma refuses to cooperate properly and I am still owed over 4000 euros for the refund. At this point I haven't heard from Emma for 2.5 weeks, this case has been going on for months. Do not order with Emma, customer service is absolutely horrible.

One of the worst companies I’ve had to deal with. What a mistake buying here. On the website the service sounds great but it’s not. Everything is delivered late and separately, cancelled last minute, postponed months, then delivering tomorrow out of nowhere, only to be canceled again last minute. The people that came to deliver the bed finally arrived without an appointment, did not know that they had to install the bed and did not have any experience installing beds. On top of that the mattress smells horrible for way too long!!

Ive been trying to contact Emma-sleep for three days already as I wanted to return pillows which I order for myself and my partner, did online chat with bot 6 times already as I couldn’t make a return on website because it says „wrong order number”. I’ve got only reply to my message when I did a chat about „I’m interested to check something and I’m new customer” but not when I was trying to contact them about return. So upset and angry as my 30 day trial period is almost end. Can someone contact me about it please?

Awful service. As per their 100-day trial period offer, we tried the topper, and unfortunately, the quality did not meet our expectations, prompting us to initiate the return process. Despite their website's clear information stating that Emma's courier would arrange for the pickup of the topper due to its large volume, we have experienced two failed promises regarding courier contact within 3-5 business days. As of today, it has been 19 days since the return process was initiated and there has been no resolution. We will escalate the matter to the credit card insurance service. They are holding money they are not entitled to keep by not living up to their service commitment.

So I too had ordered and paid for a mattress that was never delivered. I too had no luck in reaching the customer service people by phone or email, and I was incredibly frustrated. However, I went to the Emma Sleeps store in the Mall. The guys who worked there were friendly, and submitted a request for refund through their own system. Two days later I received confirmation of the cancellation of my purchase and about a week later the money was refunded to my account. Even though I would not recommend anyone buying from this company, and I have no idea about the quality of the product, the guys in the shop did all they could to help me out, with success. So stars and thanks for that. I'm off to buy a mattress elsewhere.