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
Company replied
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
Company replied
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
Company replied
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
Asks customers to review
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Fast delivery although delayed it was…
Fast delivery although delayed it was still fast and the mattress sleeps great!
31 August 2024
Reply from Emma Matratze
Hello Dominique,
thank you very much for your sincere comment. I apologize for my late reply.
I am very pleased to hear that you are finding your article comfortable.
I wish you a restful sleep on your new product. If you have any further questions, please feel free to contact us.
With best regards,
Daniel from your Emma team.
Bed is very comfortable
Bed is very comfortable
Delivery and installation were well done
29 August 2024
Reply from Emma Matratze
Hello Pierre,
thank you very much for your sincere comment. I apologize for my late reply.
I am very pleased to hear that you are finding your article comfortable.
I wish you a restful sleep on your new product. If you have any further questions, please feel free to contact us.
With best regards,
Daniel from your Emma team.
Great quality
22 August 2024
Reply from Emma Matratze
Guten Tag Daniel,
herzlichen Dank für Dein freundliches Feedback.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deiner Produkte so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
Reply from Emma Matratze
Hello Stella,
Thank you very much for your kind feedback! Please accept our apologies for our late response. I am very pleased to hear that you are so happy with our service!
I wish you continued restful sleep on your new product.
If you have any questions or concerns, please feel free to contact us at any time.
Best regards, Merve from the Emma team
Simply put
Simply put, a company like this shouldn’t exist in 2024.
My case is simple: I placed an order, made a mistake with the shipping address, contacted customer service immediately, tried to correct it before even receiving the order confirmation, sent emails to support every 4 hours, called the phone number which is useless, filed a complaint with PayPal, and now I just have to wait for those saints at PayPal to refund me because honestly, I don’t know where that mattress will end up 🤷
Oh! And regarding the company, know that no one from Emma has ever responded.
Very smart, I figured it out you have registered domain name in every country.....
26 August 2024
Unprompted review
Reply from Emma Matratze
Hallo,
vielen Dank für Deine Bewertung. Zuerst möchte ich mich vielmals für die verspätete Antwort entschuldigen.
Im Namen von Emma möchte ich mich bei Dir aufrichtig für die entstandenen Unannehmlichkeiten und Frustrationen entschuldigen.
Da uns derzeit nicht alle Details Deiner Bestellung vorliegen, möchte ich Dich bitten, Deine Angaben in der von uns gesendeten Anfrage auszufüllen, damit wir Dir weiterhelfen können.
Nochmals, tut es mir leid, dass Deine Erfahrung mit Emma nicht unserem Standard entsprochen hat. Ich möchte Dir für Deine Geduld danken.
Wir nehmen Dein Feedback ernst und werden daran arbeiten!
Mit freundlichen Grüßen Pascal aus dem Emma-Team
This is a pathetic attempt at a brand
This is a pathetic attempt at a brand. The customer service is continuously shifting blame on their couriers and taking no responsibility.
Yes, they did issue a warranty replacement for my mattress due to a defect after 1 year of owning. However, we are approaching almost 4 months and they still haven't picked up the defective product, taking up space in my small apartment. Customer service keeps apologising and blaming it on the courier and refusing to take any responsibilities. So, buyers be warned...if you have any issues, don't expect co-operation.
24 August 2024
Unprompted review
Reply from Emma Matratze
Hello George,
thank you very much for your review. Please excuse my late reply.
On behalf of Emma, I would like to apologise for this bad experience.
As we do not have all the details of your order, I would ask you to complete the information in the enquiry sent by Trustpilot so that I can help you.
Thank you for your patience. I look forward to reading your comments.
Best regards.
Daniel from the Emma team.
Website with clear specs and Delivery
Userfriendly website with clear specifications and quick delivery.
22 August 2024
Reply from Emma Matratze
Hello Ganesh,
Thank you very much for your kind feedback! Please accept our apologies for our late response. I am very pleased to hear that you are so happy with the delivery and the overview of our website.
I wish you continued restful sleep on your new product.
If you have any questions or concerns, please feel free to contact us at any time.
Best regards, Merve from the Emma team
The mattress is awesome.
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 came in because we have a baby crawling on the floor.
But he firmly rejected and he came in with arrogant behavior.
1 August 2024
Reply from Emma Matratze
Hello Nozomi,
Thank you so much for your positive feedback on the mattress!
We're thrilled to hear that it has significantly improved your sleep quality—it's wonderful to know it’s made such a difference.
However, we’re truly sorry to hear about the negative experience you had with the delivery. We understand how important it is to maintain a clean environment, especially with a baby at home. Your concerns about the delivery person's behavior are absolutely valid, and this is not the level of service we aim to provide.
We will address this issue with our delivery partner to ensure that such situations are handled with the respect and care that our customers deserve. Thank you for bringing this to our attention, and if you have any further concerns, please don't hesitate to reach out.
Best regards,
Matheus from The Emma Team
.....and so it goes on!
.....and so it goes on!
STILL not delivered and STILL NO COMMUNICATION! It is now over SIX WEEKS since the first booking (26th June) for delivery of my Emma Mattress Ref 601388853-S1.. The contact number given by Rhenus Home Delivery Ltd 07908673386 is unresponsive. They have my phone number, the driver called me! Emma Support apologise but seem unable to find the consignment. My previous reviews Rhenus (see Rhenus UK) just ask for more info, which I gave,..and still NO COMMUNICATION. I dread the condition it must be in having been handled so many times. Why don't Rhenus PICK UP THE PHONE and arrange the delivery. Do Emma realise the damage this attitude of "s** the customer" does to their reputation? Why do they work with such an arrogant company.
24 July 2024
Unprompted review
Reply from Emma Matratze
Guten Morgen,
vielen Dank für Deine Bewertung. Im Namen von Emma möchte ich mich aufrichtig bei Dir für die Komplikationen bei dem Abholprozess und die späte Rückmeldung entschuldigen.
Da nicht alle Details Deiner Bestellung vorliegen, möchte ich Dich bitten, Deine Angaben in der von Trustpilot gesendeten Anfrage auszufüllen, damit ich Dir weiterhelfen kann.
Vielen Dank für Deine Geduld! Ich freue mich auf Deine Rückmeldung!
Liebe Grüße Artur aus Deinem Emma Team
Reply from Emma Matratze
Hallo Nico,
herzlichen Dank für Dein freundliches Feedback. Für die späte Rückmeldung bitte ich vielmals um Verzeihung.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deiner Produkte so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
Quick deliveries and quality products.
The items were delivered in shortest time, and we were very satisfied with the products. The pillows we ordered certainly improved our sleep quality.
6 August 2024
Unprompted review
Reply from Emma Matratze
Guten Tag,
herzlichen Dank für Dein freundliches Feedback.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deiner Produkte so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
It was trully great
It was trully great, the matress is incredible and very comfortable, my husband and I were looking for a really good matress that would match our preferences, I prefer more firm and he prefers more soft, and they have one that matches that mix perfectly, thank you very much!
23 July 2024
Reply from Emma Matratze
Hello Rafael,
Thank you so much for your wonderful feedback!
We're thrilled to hear that you and your husband are enjoying the mattress and that it perfectly matches your preferences. It's great to know that we could provide a solution that works well for both of you.
Thank you once again for your kind words!
Best regards, Matheus
Unable to contact customer support
Update: After writing a comment to my complaint 9 days ago, I have not heard back from their customer support. I have provided my order details as requested.
I need to return my mattress but there is no way to contact customer support. I don't know what i need to do to return the mattress and there is no way to reach them. They say there is a chat function on their website but there is none. This is frustrating
5 August 2024
Unprompted review
Reply from Emma Matratze
Hello Anis,
Thank you for your review. On behalf of Emma, I would like to sincerely apologize for the complications with your return.
As not all the details of your order are available, I would like to ask you to fill in your details in the request sent by Trustpilot so that I can help you further.
Thank you for your patience! I look forward to your feedback!
Kind regards Artur from your Emma team
Reply from Emma Matratze
Hello Defne,
Thank you so much for the great feedback!
I'm happy to hear that the mattress fits perfectly for you.
Kind regards, Matheus
Reply from Emma Matratze
Guten Tag Colin,
herzlichen Dank für Dein freundliches Feedback.
Für die späte Rückmeldung bitte ich vielmals um Verzeihung.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung, dem Service und der Qualität Deiner Produkte so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
The Flip 25plus mattress is super.
The Flip 25plus mattress is very comfortable to sleep on. I had previously returned a different one which, for me, was too soft. The whole action of returning was made extremely professionally and was sorted very quickly. I also ordered the stretch mattress sheets which fit beautifully. I am very impressed with Emma as a company.
31 July 2024
Reply from Emma Matratze
Guten Tag Jane,
herzlichen Dank für Dein freundliches Feedback.
Für die späte Rückmeldung bitte ich vielmals um Verzeihung.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deiner Matratze so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
Mattress arrived damaged
Mattress arrived damaged. Company said they would send a replacement cover. Nothing almost 2 months later and they cannot say when it will arrive. Never heard such thing.
31 July 2024
Unprompted review
Reply from Emma Matratze
Hello,
Thank you very much for your review. On behalf of Emma, I would like to sincerely apologize to you for the material defects that occurred.
As not all the details of your order are available, I would like to ask you to fill in your details in the request sent by Trustpilot so that I can help you further.
Thank you for your patience! I look forward to your feedback!
Kind regards Artur from your Emma team
Allet Jut!!!!!
16 July 2024
Reply from Emma Matratze
Hallo,
herzlichen Dank für Dein freundliches Feedback. Bitte entschuldige die verspätete Antwort. Es macht mich sehr glücklich zu hören, dass Du mit unsere Produkte und Service so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt. Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Bruno vom Emma-Team.
Reply from Emma Matratze
Guten Tag David,
herzlichen Dank für Dein freundliches Feedback.
Für die späte Rückmeldung bitte ich vielmals um Verzeihung.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deiner Produkte so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
This company is a scam!
I think this company is a scam! I ordered a mattress online for £10832 & received no confirmation. The money has been taken from m bank account. I called Emma mattress directly & they have no record of any order! AVOID AVOID AVOID SCAM COMPANY!
9 July 2024
Unprompted review
Reply from Emma Matratze
Hello Rebecca,
Thank you for your review. I apologize for the delayed response.
On behalf of Emma, I sincerely apologize for the inconvenience and frustration you have experienced.
As we currently do not have all the details of your order, I kindly ask you to fill out the information requested in the form we sent you so that we can assist you further.
Once again, I am sorry that your experience with Emma did not meet our standards. I appreciate your patience.
We take your feedback seriously and will work on making improvements.
Best regards,
Matheus from the Emma Team
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