Terrible service. Currently we have been waiting over 2 weeks and Emma have lost our mattress shipment and have been unable to provide us any update on when the delivery will be. Instead of taking res... See more
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Extremely good service. Delivery was good and return and collection of equally well handled. So would be 5 stars but for the mattress which was described as firm but IMO was nowhere near firm (my wife... See more
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I read a lot of reviews before choosing an Emma mattress and I liked the fact there was a good choice of sizes and types of mattress. Delivery was efficient. I needed a big mattress 1.80m x 2.00m so... See more
Company replied
Bought it in the sales but had already heard a lot about the mattress from someone in the family. The whole process of delivery and unpacking were done perfectly. The mattress, from the first night,... See more
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Company details
About Emma Colchón
Written by the company
¡Despierta lo mejor de ti! En Emma tu descanso es nuestra prioridad.
No es nada nuevo para nosotros, y nuestros Expertos del Sueño llevan años diciéndolo. Estamos orgullosos de los productos que fabricamos. Orgullosos de para quién los hacemos. Y orgullosos de que, en un momento dado, seamos la marca que mejore tu descanso.
Nuestro equipo de Atención al Cliente está a tu disposición, de lunes a viernes de 9:00h a 16:00h. Visita nuestra web Preguntas Frecuentes Contactanos Dónde está mi pedido
Emma Colchón
Written by the company
- El colchón online más vendido de Europa
- ¡Compra tu EMMA hoy y despierta lo mejor de ti! Nuestros colchones utilizan materiales de la más alta calidad que te garantizan el descanso que te mereces. ¡Por algo somos el colchón online más vendido de Europa🏆! Hazte con tu EMMA y disfruta de: - Tecnología e innovación alemana - 100 noches de prueba🌙 - 10 años de garantía⭐️ - Envíos y devoluciones gratis📦
Noches de prueba ¿Quieres saber más?
100 noches de prueba en todos nuestros productos
¿Elegir qué productos mejorarán tu descanso sin poder probarlos antes o haberlo hecho durante apenas 10 minutos en una tienda? En Emma sabemos que se necesita más que eso. Nosotros te damos 100 noches de prueba en todos nuestros productos para que te asegures, en casa, durmiendo, que Emma es realmente para ti.
¿No estás 100% satisfecho con algún producto Emma? Sin problema. Ponte en contacto con nuestro equipo de atención al cliente antes de que finalicen tus 100 noches de prueba, y tramitaremos la devolución de forma gratuita, reembolsándote el 100% del importe de tu pedido.
Contact info
3.5
Average
16K reviews
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Mattress was 10 cm shorter
Mattress was 10 cm shorter. Customer service is friendly and helpful. Waiting for new mattress to arrive
6 September 2025
Reply from Emma Colchón
Hello,
Thank you for sharing your experience.
We sincerely apologize for the incorrect mattress size and truly appreciate your patience while we arrange as soon as possible the delivery of the correct one.
We are going to email you to offer you extra help if needed. Thank you for your time leaving this comment since it helps us improve our service.
Kind regards,
Emma team
Delivered and assembled as promised…
Delivered and assembled as promised promptly no damage like the storage space. Mattress is comfortable
3 September 2025
Reply from Emma Colchón
Hello Suzanne,
Thank you so much for your review. We're delighted to hear that the delivery and assembly went smoothly and that everything arrived in perfect condition. It's also great to know that you're enjoying the comfort of your mattress and the storage space. Wishing you many restful nights ahead
Kindest regards,
Emma Team
Great mattress
Great mattress, good comfort, soft but supportive at the same time. Quite breathable also. Highly recommend it, especially the 100 days trial gives peace of mind.
28 August 2025
Reply from Emma Colchón
Hello Roy,
Thank you for sharing your experience! We are happy to hear that you find the perfect mattress for you. The 100 night trial is indeed designed to give you that peace of mind.
We truly appreciate your recommendation!
Best regards,
Emma's team
Very good product
Straightforward ordering process online and product delivered within time frame. Mattress easy to unwrap and allowed a few hours to rest and get in shape before making up bed.
14 November 2024
Reply from Emma Colchón
Hello Diane,
Thank you so much for your review and for sharing your experience with us. We are so happy to know that your purchasing process, our delivery service, and your mattress have met your expectations. That's exactly what we strive for with every customer!
Thank you for trusting Emma. Wake up to the best version of yourself!
Best rewards,
The Emma Team
Superb service and products.
6 August 2025
Reply from Emma Colchón
Hola Suzan,
Muchas gracias por tu comentario, nos alegra saber que el servicio y el producto cumplieron tus expectativas. Esperamos que sigas teniendo un sueño reparador.
Atentamente,
Equipo Emma
We bought two mattresses from this…
We bought two mattresses from this company. They told us the would arrive between 3-10 working days. After 6 weeks they hadn’t arrived. We called to cancel the order multiple times and they told us they couldn’t return the order but instead we had to wait until the order got delivered so we could “reject” the order and automatically get issued a refund. When we did this we got an email to say, your order has been delivered enjoy (even though it hadn’t) it took us another two months with countless unanswered emails and being left on hold for over 45 mins at a time before the issue was finally resolved. The customer service was so bad we were sure we were being scammed at one point. Only in the end did one employee named Matias actually come through for us and we finally after 3 months, got our refund on mattresses we never actually received.
18 April 2025
Unprompted review
Reply from Emma Colchón
Hello Reb, thank you for sharing your experience ; we're truly sorry for all the frustration and inconvenience you went through. This is far from the level of service we aim to provide, and it's completely understandable that the long delays and lack of communication made you feel uncertain and disappointed.
We're relieved to hear that Matías was able to finally resolve the situation, and we’ll make sure your feedback is shared with the relevant teams, so we can continue working on improving our processes and support. If there's anything else we can do for you, don’t hesitate to reach out.
Emma
Emma hybrid elite - nothing special!
I brought Emma hybrid elite mattress, seems okay, nothing extra ordinary about it, I also ordered ergonomic pillows for 149 euro something which are a total waste of money, I do not suggest buying pillows from them as they are anything but ergonomic.
Mattress itself is okayish, I don’t feel memory foam as they advertised it, in summary I will suggest to try other brands in store first before going for Emma.
14 July 2025
Reply from Emma Colchón
Hello,
Thank you so much for your honest feedback. We're sorry to hear that the mattress and pillows did not meet your expectations. Your comments help us improve. We're going to email you, so we can better assist you and find a suitable solution for you.
Kindest regards,
Emma Team
Reply from Emma Colchón
Hi,
Thank you for your kind words. We're glad to hear your mattress was delivered on time and that you're enjoying it.
Best regards,
Emma Team
Reply from Emma Colchón
Hola Patti y Anthony,
Lamentamos sinceramente que la entrega no se haya realizado en la fecha prevista. Entendemos lo importante que es recibir el pedido a tiempo y sentimos mucho los inconvenientes que esto haya podido causarte.
Agradecemos que lo compartas con nosotros, ya que nos ayuda a seguir mejorando nuestro servicio logístico.
Saludos cordiales,
Equipo de Emma
Good mattress.
28 June 2025
Reply from Emma Colchón
Hi Priscilla,
Thank you for your feedback, we're happy to hear you're enjoying your mattress. Wishing you many more restful nights.
Best regards,
Emma Team
I love Emma mattresses
Website was easy to navigate and choose from the various products available. Ordering and delivery was trouble free. And I love the mattresses I ordered. Having the best sleeps I’ve had in ages. I don’t wake up any more with those little pins and niggles in my back. Thank you Emma, I love your product and will be buying again in the future.
26 June 2025
Reply from Emma Colchón
Hi Michael,
Thank you so much for your wonderful feedback! We're genuinely happy to hear that you're enjoying your Emma mattresses and experiencing such restful sleep. It’s fantastic to know that the ordering process was smooth and that you’re waking up feeling refreshed and pain-free.
If there’s ever anything else we can help with, don’t hesitate to reach out. We truly appreciate your trust in Emma and look forward to welcoming you back in the future!
Warm regards,
The Emma Team
Would give 0 stars
Would give 0 stars. Ordered a mattress, after sleeping on it a few weeks requested a return since they have a 100 day satisfaction policy. Long story short it took 2 months for them to coordinate someone to pick it up for me, since then another month or two and no refund. They told me I need to share a receipt that it was picked up but no one told me this before... Obviously it's in the garbage somewhere. Their chatbot is not connecting me to a human and they don't answer emails. So there you have it, never buy from Emma please.
10 June 2025
Unprompted review
I bought an Emma mattress based on…
Unfortunately, the mattress is far too soft and has caused me serious back pain. I wake up every day exhausted because I’m not sleeping properly.
What’s frustrating is that I’ve had Emma mattresses before and was very happy with them — but something has clearly changed in the last 3–4 years. The quality has gone downhill.
17 June 2025
Unprompted review
Reply from Emma Colchón
Hi Pablo,
Thank you for bringing the issue to our attention.
We’re truly sorry to hear about your experience, and it saddens us that our product didn’t meet your expectations. What happened is certainly not in line with Emma’s quality standards, and we sincerely apologize for the inconvenience caused.
Your feedback is incredibly valuable and helps us continue to improve. If you need anything else or have any questions, please don’t hesitate to reach out, we’re here to help.
Warm regards,
Emma Team
WANT MY MONEY BACK!!!!!
Still waiting on the resolution, I need to get my money back and get the refund. what really annoys me is the lack of communication from the company.
Not professional at all, no wonder why so many bad reviews and no surprise there are more and more, your stars are going down and will keep going down until you fix the issues and sort out people's problems with your product.....
1 May 2025
Unprompted review
Reply from Emma Colchón
Hi Juan,
We’re truly sorry to hear about your experience, and we completely understand how frustrating this situation must be for you. Please accept our sincerest apologies for the delay and for any lack of communication you’ve encountered — this is not the standard of service we aim to provide.
We want to assure you that your case is important to us. We’ve already reached out to you via email with detailed information regarding your refund process. If you haven’t seen it yet, please check your inbox or spam folder — and don’t hesitate to reply directly so we can assist you further and as quickly as possible.
Your feedback is incredibly valuable and helps us improve. We’re committed to resolving this for you and restoring your trust in us.
Warm regards,
Emma Team
Abysmal company, do not purchase from Emma
I cannot emphasize enough how abysmal dealing with this company has been. We ordered a mattress and bed frame set from Emma 80 days ago (!!!) and have not received it, which has been miserable. We moved into a new flat when we ordered, so we have been completely without a bed for almost three months! After 5 weeks of waiting, they delivered only 1 piece of the 15 packages that make up a bed frame, which was insulting and frustrating. They constantly blame the delivery company, XPO logistics, for the continued failure to deliver, but after scheduling a delivery date for the 10th time XPO called us to say they don't actually have the mattress or bed frame at all. Now, all we want is our money back, so we can purchase a mattress from a reputable company, but Emma is refusing to issue the refund because 1 package arrived at our home and they need to send someone to get it, in the next 90 days. However they won't confirm when someone will pick it up, or when our money will be refunded. Awful, awful company.
Do not purchase from Emma. We have lost sleep for three months.
7 June 2025
Unprompted review
Reply from Emma Colchón
Hello E.,
We deeply regret the situation you describe and understand how frustrating it must have been for you and your family to go so long without a suitable bed. This is absolutely not the experience we want to offer.
We know you've been waiting for a solution for too long, and we sincerely apologize for the inconvenience caused by the delivery delays and the lack of clarity in the management. We want to help you resolve this as soon as possible.
We have already contacted you via private message through Trustpilot to request your order details. As soon as we have the contact of the purchaser, we will be able to review your case in detail and provide you with a concrete solution, including the collection of the outstanding package and the corresponding refund.
We appreciate your patience and the opportunity to serve you as you deserve.
Sincerely,
Team Emma
i emailed about the state of mattress…
i emailed about the state of mattress got no reply. terrible service i would not use them again....
why has it taken for me to post how bad things are for you to reply..
22 May 2025
Reply from Emma Colchón
Hi Bernie,
Thank you for your feedback, and we're truly sorry for the inconvenience caused. We understand your frustration and want to assure you this isn’t the experience we aim to deliver.
We’ve already followed up with you via email to address your concern about the mattress and to help resolve the issue. Please check your inbox (and spam folder, just in case), and feel free to reply directly so we can assist you further.
Thanks again for bringing this to our attention.
Best regards,
Emma Sleep Team
Horror service!
Ordered a matrass online, but it appeared to be too small. No problem, because Emma claims "100 noches de prueba"... But when you want to return, they disappear. Tried to sort it out by phone, by mail, by livechat, but it seems like it is impossible to get your refund. As far as I concern, they are not willing to help and I can say goodbye to my money spent. What a shame, for such a company.
16 May 2025
Reply from Emma Colchón
Hi Marlon,
Thank you for your feedback, and we're truly sorry to hear about your experience.
We want to let you know that we've just contacted you via email to assist you directly and resolve this matter as quickly as possible. Please check your inbox (and spam folder, just in case), and feel free to reply at your earliest convenience.
We're committed to making this right and appreciate your patience.
Kind regards,
Emma Sleep Team
Speechless
I have made an order with this company almost 1,5 months ago and we still didn’t receive the mattress. The tracking link said already on 3 different dates that the mattress would arrive but it NEVER DID. XPO, the delivery company, has informed us that even they did not receive the mattress yet??!!! After numerous attempts to get in contact with the customer support either through phone, live chat, email etc. with no luck for any response I’m writing this review here in order to get any response! @EMMA WHERE IS OUR ORDER??
15 May 2025
Unprompted review
Reply from Emma Colchón
Hello!
We would like to offer to your sincerest apologies because of the stress this case may have caused to you. This is a separate case and we will do all we can to find an appropriate solution.
We will be contacting you on private to find the way to help you out.
Thanks for contacting us. Emma Sleep Team
Not had an answer for no stars
Appalling Service and Zero Common Sense
Update – Nearly 2 Months Later (Original Complaint: 25/04/2025)
I WONT HAVE a mattress.
Emma's solution? Either exchange for the same faulty model (springs sticking out and a loose cover) or return it for a refund and start the whole process again by buying a different one.
How exactly am I supposed to sleep while I wait who knows how long for a refund and a replacement? On the sofa?
Let me be clear: I don’t want a refund. I just want a mattress I can actually sleep on. But apparently, that’s too much to ask.
It took a month to receive a generic, copy-paste email outlining a process that makes absolutely no sense. They completely ignore the whole point of the 100-night trial — if it's not suitable, it should be replaced with one that is.
I’ve been left with nothing to sleep on, no resolution, and no urgency from Emma to fix the situation. It’s an absolute joke of a company, and I will absolutely be making a formal complaint.
Avoid at all costs.
Not had an answer so no stars if there was an option !!!
Even after they have told me to reply, I replied to them again on the 6th May its now the 19th May NOTHING ! absolutely useless
25 April 2025
Reply from Emma Colchón
Hello Kelli,
Thank you for your comment and we're sorry you're not satisfied with our service.
We would like to know what went wrong so that we can improve our service. If possible, please send us an email to servicio@emma-colchon.es detailing the problem with your order. We will be happy to help you resolve the situation.
Thank you in advance for your understanding and co-operation.
Sincerely,
The Emma team
Good - as expected.
Mattress arrived on time.
So far (2 months), very comfortable and feels like good value for money.
14 March 2025
Reply from Emma Colchón
Good morning!
Thank you very much for your very positive comment. We are very happy to hear that the mattress arrived quickly, that it is very comfortable and a great value for the money you paid. If you have any questions, please don't hesitate to contact us, we'll be here to help, have a great day!
Best regards,
Victor from the Emma team.
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