Emma-sleep Reviews

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Yael Nahome

2 years ago

Never have I experienced such an awful

Never have I experienced such an awful experience instead of communicating their shortage of stock they keep leading us on with long and vague answers After all the tube adverts I was really looking forward to be over the moon instead I m really bothered by chasing them via email and phone Shame all the adverts must cost them a bomb Order number 0006-WRWQXS

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John Kennedy

2 years ago

Need to up their game

I ordered a mattress topper 300 on 20 Jan Had heard nothing about delivery so I had to contact them and was told they didn t know when they could fulfill the order Unethical if not illegal under those circumstances I said I would prefer to cancel the order and get a refund To their credit the refund was processed very promptly and I had a positive response on what they were doing to improve their fulfillment process

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James

2 years ago

Still waiting for refund

Mattress delivered quicklyBe prepared to not use your room for a week whilst the smell of strong glue fadesReturned the mattress as not for us but still waiting on refund - have had to lodge a dispute with my bank to chase it Emma not responding to emails or provided acknowledgment Poor customer service in that regard

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Tabitha

2 years ago

Zero communication about delays spelt a

Zero communication about delays spelt a nightmare for our house move We ordered two mattresses and organised our entire move around Emma s proposed delivery day to ensure we would be able to sleep at our property We would have chosen to buy elsewhere if we were aware of the delays It s false advertising to claim on your website you deliver within 2-5 days when in reality it s much longer Then we had no communication when the mattress finally was shipped We had an email from UPS from a company we didn t recognise instead A really shoddy customer journey from start to finish from a company clearly overwhelmed with orders

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JB

2 years ago

Good product terrible customer service

Ordered a mattress and cover including the collection of the old broken mattress They provided an estimate delivery date which has now come and gone No updates in the meantime I ve contacted customer service several times throught both phone and chat always with the same canned response order still has to be processed by the warehouse so we don t have any further information They are not able to provide an estimate delivery date or even tell me which one of the 3 couriers that they use will be doing the delivery so I can try to contact them directly As this point the best option I have left is contacting the local Trading Standards office

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Martin L

2 years ago

Simply awful service

Simply awful service Usually a really great product but when a mattress is faulty and needs replacing the company just don t want to know Email responses are cut and paste or AI generated and very frustrating No sign of a replacement 4 weeks after making original complaint Very disappointing

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joanna

2 years ago

No mattress return

Delivery was very quick but I was disappointed that the driver would not take my old mattress Spoke to customer service It was a struggle due to her limited English but it seems I didn t pay for that level of service I didn t know there were different levels of service and would have been happy to pay had it been flagged I use Emma specifically for this service as I thought it was their unique selling point Now I have to struggle with getting a double mattress out of the house

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Gema

2 years ago

We have used the mattress for two

We have used the mattress for two months and we have been having backhache both of us I have waited but still suffering every day

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DeanB

2 years ago

20 days no delivery

Bought a duvet and loved it The ordered a mattress and pillows currently 20 days in and still awaiting delivery Updates are none existent waiting a few more days then cancelling Real shame as I started out quite the fan but their support is poor and website still waffles on about covid - shows how out of date their support is

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Kairi Malaspina

2 years ago

I ordered my mattress over 3 weeks ago

I ordered my mattress over 3 weeks ago and no sign yet Keep getting emails from customer service with no actual information These mattresses are expensive and despite promising a 2-5 day delivery time and paying for premium delivery there is no sign of it yet The stated timing is one of reasons I purchased the mattress but the company have fallen far short of the representations they made EDIT - the mattress turned up after 3 5 weeks The product is good but the company needs to provide realistic delivery times and the service could be greatly improved

Rated 3.57 out of 5 by 140 Happy Customers

Never have I experienced such an awful

Need to up their game

Still waiting for refund

Zero communication about delays spelt a

Good product terrible customer service

Simply awful service

No mattress return

We have used the mattress for two

20 days no delivery

I ordered my mattress over 3 weeks ago

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