Emma-mattress Reviews

Read this before buying from Emma

Update After 2 months Emma has finally delivered my divan Somehow I got through to someone in Customer Services who actually made a difference and my bed was delivered a few days later The product is good it s a real shame that you have to go through hassle described in my original review below as I ve been happy with the products Original ViewI ordered a super king divan from Emma on the 23rd March 24 The estimated delivery dates were provided as a two week delivery timescale Once these dates passed I called customer support to ask when I should expect delivery They said that they would follow up with the warehouse for me and that evening a new status appeared on the Emma order tracking site saying that my bed was being dispatched This seemed a bit suspicious as the courier company hadn t collected the goods Sure enough a few days later the consigner Emma cancels the delivery order and the tracking site is now updated to say that the courier is sending back my goods to Emma as they were going to send the two halves of my divan bed separately and they now thought it would be a good idea to send as one shipment This is blatantly a lie as the consignment never got to the Delivery organisation as was made clear on their tracking website During this time calls to Customer Service were useless They are never able to tell you anything other than there is a an issue in the warehouse They can t explain what the issue is or when your goods will be dispatched or delivered I ve used the email support request - which was even worse than talking to customer support I ve asked to escalate the issue which was agreed and I was told someone would get back to me 1 or 2 days later Obviously they haven t got back to me yet Emma quite evidently has problems with its supply chain If you look at the responses from Emma on Trust Pilot for all the people that have this type of problem its the same in every case That it s beyond our control Only God knows what s happening in that Emma Organisation but it s clearly an operational mess Over 8 weeks after placing my order nobody from Emma can tell me anything and I believe that is unacceptable I will continue to update this review so that hopefully I can document a good response from Emma So Emma - if you ve read this review of your business - what do you think I should title this review Maybe don t buy from Emma - Well I ve already bought a mattress from you and the product was good - although again it turned up late I m going to let the great British public decide and title this Read this before buying from Emma If they believe they can put up with the dire customer service a failing supply chain poor warehouse management then one day you may get a good product but remember patience is a virtue Emma - I would love you to contact me to discuss my experience properly

Appalling lack of customer service once you have bought these very expensive mattresses

Ordered a premium mattress with an expected delivery date of 9th Nov On Nov 9th received no confirmation of delivery so tried to contact customer services - no phone number available only a contact form I contacted customer services using the form- no response at all Contacted customer services again requesting to know the date of delivery Gave my phone number and requested a response by text or phone Stated that if I received no response I would cancel and buy elsewhere Received no response until 5 50pm when an automated email was finally sent with no reference to my complaint advising that the mattress was being delivered by DPD Ireland I live in England and giving me the number to track against Tried tracking using the number they gave but the number was invalid Found a different number on the invoice so attempted to contact DPD Got an automated message saying they were closed Emma mattress makes a great play about the quality of their very expensive mattresses but once you have bought they provide no customer service at all They could have tracked it with DPD and given me the information instead of eventually sending an automated email telling me to contact DPD If I had known how indifferent they are to their customers I would have bought Simba or anyone other than Emma If the mattress does not arrive tomorrow I will refuse delivery and buy from another company which knows how to treat their customers Totally disgusted

Might be okay if it ever arrives

I ordered an Emma Climax on 11 2 over several other options specifically because of the delivery time On the product page and checkout page it stated if the mattress was ordered by 1 PM it would ship next day When the mattress didn t ship I contacted customer service and was told their website didn t show that When I provided screenshots I was told they didn t have the mattresses in stock would be receiving their shipment within a couple days and it would ship 11 7 and I would get a 5 refund as a courtesy When shipping didn t update on 11 7 I contacted support again and was told they had contacted their shipping dept and it would for sure ship that day It did not nor have I received the refund I contacted them again today 11 8 and was again given the scripted response that they will tell their shipping dept to ship it today I asked why their website still shows the product will ship next day when that obviously isn t the case When I checked again last night I was told on a Tuesday maybe by Friday At this point I am pretty sure I have been scammed If it doesn t ship in the next day or two I will have to file a dispute with the bank BUYER BEWARE If this is their service before the mattress is even received I can t imagine what would happen if we needed to return it or use the warranty

Might be okay if it ever shows up

I ordered an Emma Climax on 11 2 over several other options specifically because of the delivery time On the product page and checkout page it stated if the mattress was ordered by 1 PM it would ship next day When the mattress didn t ship I contacted customer service and was told their website didn t show that When I provided screenshots I was told they didn t have the mattresses in stock would be receiving their shipment within a couple days and it would ship 11 7 and I would get a 5 refund as a courtesy When shipping didn t update on 11 7 I contacted support again and was told they had contacted their shipping dept and it would for sure ship that day It did not nor have I received the refund I contacted them again today 11 8 and was again given the scripted response that they will tell their shipping dept to ship it today I asked why their website still shows the product will ship next day when that obviously isn t the case At this point I am pretty sure I have been scammed If it doesn t ship in the next day or two I will have to file a dispute with the bank BUYER BEWARE If this is their service before the mattress is even received I can t imagine what would happen if we needed to return it or use the warranty

Beware No bed no refund

Beware They have not sent me my bed and refuse to give me a refund This seems to be common practice with this company if you look at company review sites Not customer centric at all Stay away

Missing order Missing service

Placed an order during Black Friday weekend for two mattresses One arrived on dec 2 The other with a different fedex tracking number has been in pending status on the fedex website with no delivery date Emma customer service is a joke Chat agents won t respond for hours The phone center is closed even during its listed office hours And the email option multiple back and forth emails over many days where they keep asking me for tracking info Hello You shipped it It s available on the fedex website with the tracking numbers you provided Why do you keep delaying going something about the missing mattress Wish I d read the reviews on trustpilot prior to ordering from this absolute mess of a company The mattress I got was good But it s awesome that I probably can only give it to one of my kids and not the other for Christmas Thanks for nothing STAY AWAY FROM EMMA

Beware

BewareBeware This is a German company so if you have any issues you are not covered in the UK I bought an Emma mattress online and took a day off work for the delivery but the delivery company they chose didn t turn up You can t choose your own delivery date They then told us another delivery date and again I had to take a day off work for the delivery Even though they say in their T C s that they are bound by English law when I tried to claim compensation for my lost days work they just weren t interested and as they don t have a register UK address you can t make a claim through the small claims court

Sleep well on another bed

I purchased my bed in December 2021 and it was supposed to arrive on 3rd of January 2022 We re half way through February and I still don t have the bed Customer service also laughed in my face today saying that I can cancel it if I want to but this would take 2-3 months to get my money back It s cool that you can also joke when you fail to keep your promises Never again will I buy a single thing from Emma competition offers same quality beds at half price

Ok mattress crap company

Order a mattress and a frame on or about the 2nd of February Got the mattress in a reasonable timeframe The frame however I ve contacted them twice and been lied to both times they said about a week been months now I ve asked for a refund doubt I ll get it seems like a scummy company For anyone that hasn t been through that before it normally involves having your lawyer contact them and push a lawsuit Which can get expensive Best to avoid them I think For what it s worth the mattress is pretty decent but there are as good or better in the same price category As a bonus they don t have garbage customer service