Really good products, I was a customer back in Brasil before moving here. Next one is a mattress as soon somo discounts are available.
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See what reviewers are saying
Already for the second time Emma is not keeping the promised delivery time (3-5 days) they announce on their website when buying. Afterwards I received an order confirmation that states a delivery tim... See more
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The topper is very nice, firm and definitely recommend but only issue is we feel very warm during sleep, may be our body temperature is trapped from bedsheet and topper, we need to think about altern... See more
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The mattress is awesome. Our sleeping quality has been improved dramatically. It is a life changing experience. The one negative point was the delivery. I asked him to take off his shoes when he... See more
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Company details
Written by the company
Unsere Mission bei Emma – The Sleep Company ist ganz einfach: Menschen dabei zu helfen, durch unsere Produkte eine erholsame Nacht und einen erholten Morgen zu genießen. Wir bieten Dir mithilfe unserer Produkte (bspw. unseren Kissen, Betten, Topper und Matratzen) und dem wissenschaftlichen Engagement unserer Schlafexpert*innen Deine optimale Schlafqualität.
Unser Schlafversprechen
Written by the company
- Bis zu 10 Jahre Garantie
- Wir sind so überzeugt von der Qualität unserer Produkte, dass wir Dir extra Garantie on top geben. Die individuellen Garantien auf unsere Produkte kannst Du in unseren AGB nachlesen.
- Bis zu 100 Nächte Probeschlafen
- Bestell ganz einfach Deine optimalen Schlafprodukte bei uns und probiere sie bis zu 100 Nächte in Deinen eigenen vier Wänden aus.
- Kostenlose Lieferung & Rücksendung
- Unsere Emma ist nicht das richtige Produkt für Dich? Kein Problem! Ganz ohne Widerworte oder Zurückrollen in den Karton holen wir sie kostenlos wieder bei Dir ab.
Über Emma Matratze
Gewählt zum Kundenservice des Jahres 2026
Wir tun unser Bestes um uns stetig weiterzuentwickeln - jetzt wurden wir dafür mit dem Award "Gewählt zum Kundenservice des Jahres 2026" in der DACH-Region ausgezeichnet!
Contact info
Frankfurt am Main, Germany
- https://www.emma-matratze.de/
- emma-matratze.de
BLACK FRIDAY WOCHEN: Bis zu 50% Rabatt
4.0
Great
54K reviews
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Reply from Emma Matratze
Hallo Eda, vielen Dank, dass du so herzerwärmendes Feedback geteilt hast. Es bedeutet uns wirklich viel zu hören, dass die Matratze Ihnen so wunderbaren Komfort gebracht hat. Zu wissen, dass es die beste Matratze geworden ist, die Sie je benutzt haben, erfüllt uns mit echter Freude. Wir wünschen Ihnen noch viele erholsame und gemütliche Nächte! Beste Wünsche, Emma-Team.
The Worst Customer Service Experience I Have Ever Had
I am not someone who easily gets irritated or rushes to post negative reviews. However, Emma, you have absolutely earned this one. And the only reason I’m giving you one star is because giving zero simply isn’t an option.
Nearly four weeks ago, I ordered an Emma mattress along with the corresponding slatted bed base. The mattress arrived relatively quickly, but the bed base—which is essential—has still not been delivered. On 14 November, I received an email from Emma confirming that the bed base was going to be delivered on that date. This was already strange, given that email arrived late in the evening on a Friday… and of course to this day, nothing has been delivered.
I have contacted Emma’s customer support three separate times, and the only response I’ve received is to “be patient,” with no explanation, no updated delivery date, and no meaningful information whatsoever. Absolutely nothing.
It has become painfully clear that Emma invests heavily in advertising and social media presence while showing a shocking lack of care for actual customer experience. I am beyond disappointed and genuinely angry. I currently have an expensive mattress sitting unopened in my home because I am still missing the slatted bed base I paid for nearly a month ago.
Thank you, Emma, for wasting my time, testing my patience, and completely ruining what was supposed to be a smooth and positive experience. At this point, I want full refund and my money back. Never again!,,,
Update as of 11 December 2025:
As indicated, I originally posted this review on 28 November. Today is 11th of December 2025, and the two slatted bed base still have not been delivered. Additionally, Emma’s customer service team has stopped responding to my emails.
I called twice today. During the first call, the Emma’s representative stated that the undelivered parcels were not Emma’s responsibility and that I should contact the delivery company directly. The call was then abruptly disconnected, which is entirely UNACCEPTABLE!!!! During the second call, another Emma employee informed me that their system was down and that she would call me back. Did she???
I am simply requesting a refund of the money I paid for something was never delivered to me. However, it does not appear that this will be resolved any time soon.
14 November 2025
Unprompted review
Reply from Emma Matratze
Hallo Pilar, vielen Dank für Deine Bewertung, wir entschuldigen uns aufrichtig für diese inakzeptable Verzögerung, die schlechte Kommunikation und die entstandene Frustration, bitte gib dringend Deine Bestellnummer und Deine Kontakt-E-Mail an, damit wir sofort überprüfen können, mit besten Grüßen von Deinem Emma-Team.
customer service nightmare - no help for customers
Perhaps I will change this review after a bit more time sleeping on the mattress. It seems mediocre at best.
But the customer service from Emma is the worst. If there were negative stars I would give it 6 out of 5.
Once you buy there is no recourse your 2 matrasses are dropped off in the street. The driver assures you both are there. Which is a straight up lie so he can leave quickly. Of course only one is dropped off - the other doesn't show up. You have to spend hours on the phone to getting through a system of questions which normally tell you to go online and then cut you off. Then once you speak with them they blame the delivery service, and so then you have to spend another hour finally talking to someone who tells you, no it is Emma you need to call. So another 30 mins to find out that the email they sent was wrong, (the email with both mattresses-your order and order number). The second one could maybe come in a week. But really they have no idea.
21 November 2025
Unprompted review
Reply from Emma Matratze
Hello Languid, Thank you for taking the time to share your experience with us. We are truly sorry to hear about the difficulties you've faced with your delivery and the frustration this has caused. This is certainly not the experience we want our customers to have. We completely understand how upsetting it is when one of your mattresses is not delivered, and the communication with our customer service feels insufficient. Your feedback is very important to us and helps us improve both our delivery processes and our customer support. I will therefore reach out to you immediately via email to assist you personally and to work together on finding a solution that better meets your expectations. Thank you again for taking the time to share your feedback. It's the only way we can continue to improve.
Best regards, Emma Team.
Quality product and much sleep comfort
Quality product and much sleep comfort. I would surely recommend it to try
31 July 2025
Reply from Emma Matratze
Hallo Srihari, vielen Dank, dass du deine wunderbare Erfahrung teilst! Wir freuen uns zu hören, dass unser Produkt Ihnen so viel Komfort und erholsamen Schlaf gebracht hat. Ihre Empfehlung bedeutet uns sehr viel und wir freuen uns, dass wir dazu beigetragen haben, Ihr Schlaferlebnis zu verbessern. Ich wünsche Ihnen noch viele Nächte friedlicher und erfrischender Ruhe! Beste Wünsche, Emma-Team.
Return stuck for almost a year - no pickup despite multiple confirmations!
I initiated a return for my Emma mattress well within the 100-night trial. Customer care confirmed the return several times, I received the packaging materials multiple times, and I keep getting automated DHL 2-man-handling emails saying someone will contact me - but nobody ever calls or schedules a pickup.
I’ve phoned Emma customer service repeatedly, and every time the process just resets. No progress, no pickup, no refund. This has been going on for weeks.
For a mattress that cost 1.250 €, this situation is unacceptable. I need Emma to finally arrange the pickup and issue the refund that was already approved.
18 November 2025
Unprompted review
Reply from Emma Matratze
Hello Ahmed, Thank you very much for providing us with such detailed information about your experience. We sincerely apologize that the pickup of your mattress was delayed despite multiple confirmations, and we completely understand how frustrating this situation is for you, especially after a refund had already been approved. We will therefore contact you immediately by email to assist you personally and work with you to find a solution that better suits your needs. Thank you also for taking the time to give us your feedback this is the only way we can continuously improve. 🙏 Best regards, Emma Team.
Reply from Emma Matratze
Hello Maryam, Thank you for your feedback. We’re very sorry to hear that the pillow is causing neck pain and headaches. This is certainly not the experience we want for our customers. We will therefore contact you immediately by email to help you personally and to find a solution together that better fits your ideas. Thank you also for taking the time to give us your feedback, this is the only way we can steadily improve. 🙏 Best regards, Emma Team.
The service is for me more important…
The service is for me more important than the quality in this case. When I prefer to order online without seeing the product i must have a good reason for it.. leaving the product under the stairs leaving me full of unnecessary stress how to deal with the situation? Made me very upset specially for the bib amount that I had paid !! This comfort product should been ordered as I have problems in my back and can not afford heaviness to carry on for 2 stages where my apartment is..
30 October 2025
Reply from Emma Matratze
Hello Rusul, thank you for sharing your experience with us. We are truly sorry to hear about the delivery issues and the stress they caused, especially given how important the product is for your back. This falls short of the level of service we strive to provide. We fully understand how frustrating it must have been to receive your order in a manner that caused unnecessary effort and concern. Your feedback is extremely valuable, and we will use it to improve both our delivery process and communication. We sincerely apologize for the inconvenience and greatly appreciate your patience. Please be assured that we will make every effort to ensure a smooth and stress free experience in the future.
Best regards, Emma team.
The mattress is great
The mattress is great. As advertised. Well-built. Tiny problem with the delivery but I think that was more on the transport company and not on Emma. Nothing tragic.
Elite 27 AirGrid
31 October 2025
Reply from Emma Matratze
Hallo Paco, vielen Dank, dass du deine Erfahrungen teilst! Wir freuen uns zu hören, dass Ihre Matratze genau so ist, wie Sie es sich erhofft haben und dass ihre Qualität und Handwerkskunst Ihnen Komfort bringen. Wir schätzen Ihre Geduld und Ihr Verständnis für den Lieferprozess sehr und es bedeutet uns sehr, dass Sie die Bemühungen unseres Teams anerkennen. Ihre Zufriedenheit hat für uns oberste Priorität und wir freuen uns sehr, dass Ihre neue Matratze jeden Abend einen positiven Unterschied macht! Wir wünschen Ihnen noch viele erholsame und gemütliche Nächte! 💙🛏️Alles Gute, Emma-Team.🌹
Reply from Emma Matratze
Hello Tamas,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for choosing Emma. 🥰
Sincerely,
The Emma Team.
I really can't recommend Emma from a…
I really can't recommend Emma from a service perspective. I have been in the store in Cologne to order the Emma Bed.
Unfortunately, they are unreachable by phone and the online customer service is telling me all the time that they are not responsible and that they don't have a view on the orders of these stores. Also, the warehouses are different, so they can't give updates about the delivery.
I get emails all times that the delivery is delayed, but no exact time when the bed will arrive. I'm close before canceling the order.
28 October 2025
Unprompted review
Mattress has dents in it after a year
Mattress has dents in it after a year. After 2 years horrible. Me and my husband have to sleep in our designated "moulds" of the mattress which has taken our body shape. After reporting the issue we were offered 50 euros to shut up. They don't care about quality it seems. We invested in a good mattress to have it last and yet they don't even seem to believe in their own product. The mattress is 200x200 and we end up using only 20% of it each as we can't roll out of these body shaped holes.
20 October 2025
Unprompted review
Reply from Emma Matratze
Hallo Anne, vielen Dank, dass du dein ehrliches Feedback mit uns geteilt hast. 💙 Es tut uns wirklich leid zu hören, wie enttäuscht Sie sich fühlen, insbesondere nachdem Sie in eine Matratze investiert haben, von der Sie erwartet haben, dass sie dauerhaften Komfort und Halt bietet. Wir verstehen vollkommen, wie enttäuschend es sein muss, zu sehen, wie die Matratze ihre Form verliert und die Qualität Ihres Schlafs beeinträchtigt. Dies ist nicht die Erfahrung, die wir für Sie wollen. 😔Ich möchte Ihnen versichern, dass wir uns dafür einsetzen, dies so schnell wie möglich zu lösen und eine faire und geeignete Lösung zu finden. Ihr Komfort und Ihre Zufriedenheit sind uns unglaublich wichtig. 💛 Ich habe Ihre Informationen hier auf Trustpilot angefordert. Könnten Sie es mir bitte schicken, damit ich Ihre Bestellung verfolgen und Ihnen helfen kann? Beste Wünsche, Emma-Team.
Reply from Emma Matratze
Hallo Ian, vielen Dank, dass du deine Erfahrungen mit uns teilst! 💙 Wir freuen uns sehr zu hören, dass Ihr Bestellvorgang reibungslos verlief und Ihre Matratze problemlos ankam. Es ist wunderbar zu wissen, dass alles Ihren Erwartungen entsprach. Genau diese Art von Erfahrung möchten wir bieten! 🌟 Wir hoffen, dass Ihre neue Matratze Ihnen viele Nächte tiefen und erholsamen Schlafs beschert. 😴✨ Beste Wünsche, Emma Team.
Terrific product and great customer service
Smooth process, responsive and great customer service. The only thing I would appreciate would be to see the status of the order before it is prepared and ready to be shipped, without having to contact the customer service.
4 October 2025
Reply from Emma Matratze
Hello Endri,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with the quality of your items and our services. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for choosing Emma. 🥰
Sincerely,
Emma Team.
Warning about Emma Matratzen / Emma…
Warning about Emma Matratzen / Emma Mattress.
The so-called 10-year warranty is meaningless, the mattress loses its shape and comfort after a short time.
When I submitted a warranty claim, the company completely ignored it. They didn’t even respond to an official complaint filed through the European Consumer Centre.
I strongly advise against buying from this company, poor product quality and zero customer service.
9 October 2025
Unprompted review
Reply from Emma Matratze
Hello Damian,
we feel sorry to hear that you have encountered such an issue with your mattress and that your complaint hasn't been handled. Of course, this isn't the quality or service we strive for as resolving your issue is very important to us. I want to assure you that we are doing our best to avoid such issues and that we really care for your feedback as it helps us to improve our products and services.
So, in order to be able to provide you with the best possible support and resolve your issue, I've requested more information here on Trustpilot so that we can track your order and assist you to regain your trust.
Sincerely,
Emma team.
I'm very happy with my purchase.
I'm very demanding on comfort, I used to have one spring mattress from one famous Swedish brand. I often had some back or neck pain.
One year ago, I moved to a new apartment, and this was an excuse to buy a new mattress. From the delivery, to the unboxing, all was super smooth.
And 1 year later, I must say I'm very happy with the purchase: not only the mattress looks and feels like it was new, I never had any neck or back pain again. And the best part, their mattresses are fairly priced, and very good value for what you get.
I definitely recommend Emma to anyone shopping for a new mattress.
6 October 2025
Reply from Emma Matratze
Hello Aires, Thank you so much for sharing your experience! 😃 It’s wonderful to hear that your Emma mattress has brought you relief from back and neck pain and that it’s still performing like new after a year. Your detailed feedback about delivery, unboxing, and value for money is super helpful for anyone considering a new mattress. 🥰
Best regards, Emma team.
Great, comfortable, guest mattress
22 August 2025
Reply from Emma Matratze
Hallo Pancholi, vielen Dank, dass Du Deine netten Worte mit uns teilst! 🌟 freut es uns wirklich zu hören, dass Du die Matratze bequem findest und dass sie Deinen Gästen gut dient. Deine Zufriedenheit bedeutet uns sehr viel, und es ist wunderbar zu wissen, dass wir dazu beitragen können, Dein Zuhause noch einladender zu machen. 💙 wünschen wir Dir viele erholsame und gemütliche Nächte! 🛏️ Herzliche Grüße, Emma-Team🌹
Quality mattresses
Easy to order. Free delivery and 100 days to test. What’s not to like?
14 September 2025
Reply from Emma Matratze
Hello Martha-Jane,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with our services. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for your trust in Emma. 🥰
Best wishes,
Emma Team
Nice and comfy
13 September 2025
Reply from Emma Matratze
Hello Barbara, thank you for your feedback! 💙 We’re happy to hear that you find it nice and comfy.
Best regards, Emma Team.
Reply from Emma Matratze
Hello Shecha, thank you for your feedback! 💙 We’re glad to hear that everything with your delivery went as expected.🥰
Best regards, Emma Team.
Still haven't received mattress ordered on the 5th of August
We ordered a mattress from Emma on August 5th. The tracking link indicated that delivery would take place between August 7th and 19th. Today is August 30th, and the mattress has still not arrived.
We contacted customer support, but they were only able to confirm that the mattress is still in stock and that, due to high demand, it has not yet been shipped.
Regardless of the product’s quality - which we have yet to experience - this delay is unacceptable, especially for someone who has just moved into a new apartment and has no mattress to sleep on. We are still waiting for our order to be delivered.
We will not order from Emma again.
5 August 2025
Unprompted review
Reply from Emma Matratze
Hallo Beatriz, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast. Wir verstehen sehr gut, wie wichtig es ist, Deine Matratze sofort zu erhalten, besonders wenn Du Dich in einem neuen Zuhause niedergelassen hast. Umzug ist bereits ein großer Übergang, und einen bequemen Ruheplatz zu haben, erhöht die Herausforderung nur. Es tut uns wirklich leid für die Verzögerung. Wir erkennen, dass dieses Update nicht die Frustration des Wartens lindert. Deine Geduld in dieser Zeit bedeutet uns sehr viel und wir sind entschlossen, alles zu tun, um sicherzustellen, dass Deine Bestellung so schnell wie möglich bei Dir ankommt. Ich habe Deine Informationen hier auf Trustpilot angefordert. Könntest Du es bitte an mich schicken, damit ich Deine Bestellung verfolgen und Dir helfen kann? Herzliche Grüße, Emma-Team.
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