Emma Reviews 

My emma mattress is terrible Iv had it for two months and it has dipped in the middle, Iv emailed twice and been ignored I can’t fill in the online form as I don’t no my order number as I purchased from a shop, the customer service is terrible, I just want to return my mattress, do not buy, it’s no good for people with bad backs

We ordered a mattress for our daughter on 27th January 2026 on the basis the delivery date was given as 10th-17th February 2026. I emailed customer services several times to check on delivery and was told 17th February only to be notified on the day via email, the delivery dates had been changed to 10th-17th March. Really frustrating and disappointing and cancelled order as a result.

DREADFUL!!!! purchased a medium/firm mattress and it has sagged so badly after only being slept on 7 nights in a row. It’s so soft and no longer flat at all due to the sagging. For £500 the product is appaling. AVOID, AVOID, AVOID

Went into Emma’s store in Manchester to order a new Emma mattress. The sales assistant was very helpful and told me he’d send me the link as there was a discount 24 hours later . That’s a no brainier so I went home and ordered the day after paid for it and got a email confirming the order I was told 7 to 10 days delivery that was 03/11/25 . After waiting well past the 10 day period I contacted them and was told there was a problem with but assured me it was being dealt with ! Every time I try there is a different explanation as to why almost five weeks in I still don’t have a mattress. It’s like customer service are reading from a script. This has been a terrible experience. I’ve got people coming to stay for Christmas looks like I’m on the sofa if this isn’t resolved soon . Just wish they would have been up front and told me this order was a total cockup from the start . Rubbish service start to finish 😡

Wouldn’t even give it one star ! 26 emails now trying to sort out return /refund
I have never know a company like it !

I have been trying to get through to customer services for 3 to 4 months about the lack of filling in my Emma microfibre layered pillow but no one answers the phone! I have spent hours trying to speak to someone!!! The pillow is flat and sinks in the middle as not enough filling in the in fill layers!!

This is my second time on here re emma matress.

So, after numerous emails backwards and forwards not getting anywhere with shocking customer service Emma sleep say they will exchange my faulty mattress.

Then guess what?

Silence!!

Keep away from this company, faulty goods and a customer service that doesnt help at all.

Still trying to get a refund . This company has shocking customer care . They email you but actually do nothing but try and fob you off . My credit card are involved now .

Mattress is sagging like a valley so I've requested a refund which has been "approved". I must have rang about 10 times, they're saying different things, never emailing back, just lying or making it up as they go along. Terrible process to go through and I'll never buy from them again!

This will probably sound like a fake review but it really isn’t . Unfortunately we ordered a super king luxe cooling and then read reviews on here and thought we were gonna have a nightmare with Emma . We just crossed our fingers and hoped we’d like the mattress and never have to return it .
Well after about 2 months we decided it wasn’t working for us so rang them to return it . They offered us a topper to see if that helps so we gave it a go . The topper arrived within a few days . Initially it was better and we gave it probably another 30-40 days but it still wasn’t right for us so we rang them to return it . It was so straightforward . They arranged to collect it which was about a week away . A couple of blokes turned up , put it in a massive plastic bag , took some pics and off they went . We thought it would take ages to get the refund but lo and behold it was refunded that same evening . Talk about gobsmacked . Envisioned lots of calls to them asking when it would be refunded based on what we d read on here but nope , nothing of the sort . So impressed !
Would we recommend them ? Absolutely based on our experience. Nice one Emma .

Have an ongoing complaint that is yet to be resolved. I returned my faulty mattress to Emma as it failed after 6 years. They confirmed the mattress was faulty and offered a refund. Emma have stated that they will only action a refund if I give them confirmation from Klarna that I have copmpleted the loan agreement. Klarna are not able to confirm the loan agreement. I now have no mattress and I am out of pocket £600.

PS

I have contacted Emma….again

I am going to keep leaving bad reviews until Emma take some responsibility and deal with my complaint.

Communication problems Not once had an e mail from this company regarding my order, I have not received a confirmation email with order so I can’t track my order. Order arrived incomplete with the duvet missing.Could not communicate with them through their channels n why? No order no. All efforts on my part has failed and still they have failed to reach out to me either by e mail or phone by someone with authority to Sort this mess out.To say I am not impressed is an iunderstatement.why are they allowed to advertise when they have such bad customer service?? If they make a mistake with your order buyer be aware it will take hours of your time trying to get it sorted out if you 👌

The support via emma-sleep.co.uk is really poor the chat function doesn't work properly and trying to follow up issues with an order I almost impossible. For a premium product I would expect a more accessible customer service.

Placed an order, told it was with the courier and had a delivery window. Delivery window came and went - no delivery. Contacted Emma who said there was a problem with the courier (the message didn't really explain what the problem was or what they were doing to resolve it). They've just messaged again to say they will close the matter if I don't respond - which makes no sense so I've now asked for a refund. I'm surprised how bad the customer service is for such a well-known and Which? recommended product. I would avoid, maybe purchase your Emma product from an independent retailer if possible.

Poor delivery service and lack of communication seems to be the theme of Emma on here. You'd think with multiple people complaining about it that they would look into the issues and find a solution rather then blaming logistics, sorry but your the ones in charge and have the power to change at any time. You could build contingencies into these orders to guarantee perfect customer service and delivery. Why do you as a company not keep an eye on the orders and when they go wrong not contact customers with update, why do we have to chase you? We are paying for a service. This then makes your mattresses and products less comfortable as chasing you makes me want to send it back and order from your competitors. What type of business model doesn't put customers at the forefront of everything do? Madness your not a unique company offering a unique product there are loads doing what you do. If you do not give me an update on my order I shall simply cancel and go to Simba or your next competitor. It would be an insult to respond to my review with a generic response. Also the mattress had a really strong chemical smell which gave me migraines. I followed all the advice from the Emma website but nothing worked. I wouldn't say I'm sensitive to strong smells as I worked in a car spray shop so..... just be aware I haven't slept properly in weeks and the only reason I haven't sent it back is my wife is telling me it'll go soon, still waiting.

I Ordered a mattress from Emma Sleep on 26th November 2023. Received a confirmation email stating a totally different mattress to the one I ordered. I emailed back (because conveniently for them they do not have a contact number only email or chat) and explained this was not the mattress I ordered and to cancel the order altogether. Several times now I have requested that this order be cancelled and I did receive an email regarding cancellation stating a refund takes 3 to 10 days to go back, although they have still not taken payment at this stage. I have received an email today saying this mattress will be delivered. I am not happy with this service and will not take delivery of this mattress if and when it does arrive. No contact number, emails clearly not actioned and the chat facility is abysmal.

ORDER NUMBER #0006-3J8LAD
Just received an email today 15/12/24 telling me I only have 3 days left to claim a refund. I have emailed numerous times since 27th November cancelling this mattress.
Never dealt with such an incompetent outfit. Once and for all Do NOT deliver this mattress it will not be accepted.

There is no telephone number to call, they never response the meails regarding my orders. The online robot asked same questions on and on.
Feel helpless and don't know what to do now.

Ordered on 25/10 marked as shipped on the 27/10 tracking still says label printed awaiting item absolutely no help from customer services, ignored emails holder it’ll be shipped soon but how can it be that they’ve got the item waiting for shipping for 10 days!!!

Ordered a bed and mattress. No sign of it. Lack of response to chasers. Nobody answers the phone.
Thankfully we paid on credit card so might let the bank recover the funds

Quite possibly the worst customer experience we have ever encountered.
Ordered a £240 mattress topper and we were sent a pillow?? And that’s when the problems started. There is no telephone number for customer services and the chat bot on their website is useless as it directs you to e mail customer services.
The problem is that customer services have never replied to any of our e mails sent in the past 8 days. I doubt they are even getting read.
So, after numerous attempts we eventually got sparadic help on Facebook messenger and a new order was placed for us with a collection arranged for the pillow we received. The 2nd order arrived yesterday and they have again sent the wrong item ( we ordered a 9cm premium topper and recieved a 5cm cheaper version)
At this time, we have been constantly e mailing, Facebook messenger PMing and trying anything to get a resolution to no avail.
The customer service, and indeed general service of this company is absolutely woeful.
We are now at a loss what to do and are £240 out of pocket with 2 items we never ordered in our house to be returned.
Whilst errors do occur to get it so drastically wrong on not one but two occasions is verging on the ridiculous.

If someone could please sort this out today it would be much appreciated but until someone does, I don’t have a good word to say about this business and would urge anyone to avoid and look elsewhere.