First of all, the mattress is really comfy and if it lasts as long as it says it should then it'll be good value. There is one annoying design flaw I think. The corners! When the mattress has nothin... See more
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Review summary
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The mattress itself is great. The service online ordering, simple and straight forward. The delivery of the product, wow. I was made to feel like a problem because I purchased the collection of my pre... See more
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The site was easy to navigate the mattress was delivery was quicker than expected. The only thing that let down the experience was our delivery man,he wanted me to take all three boxes I recieved as... See more
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The Emma Comfort Cooling Pillows are very good if a little pricey. Very comfortable and well made. I also have the hybrid matress that is very good. The site was easy to navigate with good custome... See more
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Company details
About Emma Sleep UK
Written by the company
Check Out Our Sales Frequently ASked Questions Contact us Order status
Emma – The Sleep Company – the UK's most trusted mattress-in-a-box brand, is dedicated to enhancing your life through the power of a great night's sleep. With their unrivaled sleep expertise, Emma is on a mission to awaken the very best in consumers, helping them embrace each day with renewed energy and vitality.
They go beyond offering an award-winning product portfolio including mattresses, beds, pillows and accessories – they deliver an exceptional sleep experience crafted with precision and care.
Harnessing their sleep expertise, Emma has revolutionized the way we approach sleep. Using the finest quality materials, advanced technology and an in-house team of sleep experts to understand sleep needs and pain points like nobody else, Emma creates excellent products that are suitable for everyone and every sleeping position imaginable.
They go beyond offering an award-winning product portfolio including mattresses, beds, pillows and accessories – they deliver an exceptional sleep experience crafted with precision and care.
Harnessing their sleep expertise, Emma has revolutionized the way we approach sleep. Using the finest quality materials, advanced technology and an in-house team of sleep experts to understand sleep needs and pain points like nobody else, Emma creates excellent products that are suitable for everyone and every sleeping position imaginable.
Emma - The Sleep Company: UK's Most Trusted Mattress In a Box Brand
Written by the company
- 200-Night Trial
- Test the 'Emma Mattress' risk-free at home for 200 nights with no hidden charges to ensure the right fit for you.
- Free Delivery & Returns
- 'Emma Mattress' provides fast, free delivery and hassle-free returns if it's not the right fit for you.
- 10 Year Guarantee
- 'Emma Mattress' provides a warranty for structural issues, guaranteeing a replacement if durability or stability problems arise.
Contact info
United Kingdom
- https://www.emma-sleep.co.uk/
- emma-sleep.co.uk
3.2
Average
53K reviews
Asks customers to review
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Refurbished mattress
We got the refurbished original mattress and absolutely love it! You would never know it’s refurbished, looks and feels brand new. Getting the best nights sleep now.
Fast delivery and great communication, would recommend an Emma mattress to anyone
27 July 2026
Ridiculous return policy...
Ridiculous return policy for unopened items. When my order (original pro - king size) was delivered the box was damaged but the rolled up mattress inside looked well wrapped (although the wrapping itself was a bit grubby looking). When I took the mattress upstairs I noticed through the wrapping a ladder-type pull in the cover. I opened the wrapping by tearing by hand just to make sure it was actually an issue with the cover itself and not just a mark on the wrapping. It was a ladder in the cover so I went online to request a replacement. First issue was the returns portal would not accept my photo as stated file too large although within size limit so I called customer service. I was advised that I would have to fully open the item and take a photo of the sticker located inside the mattress cover. So, instead of having a rolled up mattress that could easily be put to one side I now have a fully expanded king size mattress sitting in my study. To make matters worse, the sticker was not even inside the mattress cover, it was stuck to the outside wrapping. Upon opening the mattress fully I also discovered two further pulls in the cover. I was initially going to ask for a replacement mattress but if this is the level of customer care Emma provide then I will call it a day and purchase a different brand of mattress elsewhere, I just hope there is no rigmarole getting the item collected.
31 July 2026
Unprompted review
Incredibly comfortable
Incredibly comfortable, and very quick with support to allow me to return a small double mattress in order to replace it with a full double
24 July 2026
Disappointing delivery of bundle items but no mattress to use them on!
Ordered and paid for the mattress with the added pillows, mattress cover and duvet. However, received an email to say there would be a delay with delivery of these. One week later, I received just the pillows, mattress cover and duvet - pretty useless without a mattress!! After a phonecall to customer service, I was told there was a delay in delivery of the heavier items, ie mattresses! I had already taken time of work to stay in for the one delivery and now had to take more time off to await delivery of the missing mattress. Not very streamlined at all with regards to the delivery set up but once the mattress was received, very comfortable. Please do not advertise the add-on items as a bundle with the mattress and not deliver the mattress with them!
28 July 2026
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Reply from Emma Sleep UK
Dear Niamh,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and are so glad to hear about your great experience. It brings us so much joy to know that your order arrived superfast and even earlier than you expected. We are also thrilled to hear that you are finding your new mattress very comfortable. Our main goal is always to make sure you get quick delivery and a peaceful, wonderful sleep every single night.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many cozy, happy, and restful nights of sleep ahead. Have a fantastic day.
Warm regards,
Bryle From Emma
The website is a joke
The website is a joke. Try and do a search it offers you a quiz. Put up with the quiz and you just get offered one bed!
31 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Ralph,
Thank you for taking the time to share your feedback regarding your experience on the website.
Your thoughts and insights are truly appreciated, as they help highlight important areas where navigation can be made much simpler and more direct for every visitor. We want to say sorry for the difficulty experienced while trying to search for products and navigate through the quiz feature. It is completely understandable how it feels to complete a quiz only to be presented with a single bed option when expecting a full search result. Every customer deserves a smooth, clear, and effortless browsing journey from start to finish.
Your feedback regarding website navigation and search results is being taken very seriously so that online features can be improved for a much better user experience. We deeply appreciate your time and patience as continuous efforts are made to refine our digital services.
To ensure this is handled with the highest priority, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received.
Thank you once again for bringing this concern to our attention. We remain fully committed to helping you find the exact product you are looking for as quickly as possible.
Wishing you a pleasant, restful, and wonderful day ahead.
Warm regards,
Bryle From Emma
Delivered on time .pleasant and helpful…
Delivered on time .pleasant and helpful delivery team. This is a spare bed matress so have not slept on it yet but looks good and feels good too
30 July 2026
Reply from Emma Sleep UK
Dear Mr. & Mrs. D Barker,
Thank you so much for taking the time out of your day to leave us such a wonderful review.
We truly appreciate your feedback and are so grateful to have had the opportunity to serve you. It brings us immense joy to hear that your experience went so smoothly from start to finish, from the package arriving right on time to our delivery team being both pleasant and helpful. We know how much of a difference polite, prompt service makes, and we are thrilled that they provided you with such positive assistance.
It is also fantastic to hear that your new spare bed mattress looks and feels great so far. Even though you haven't slept on it just yet, we are confident that it will offer your family, friends, and visiting guests an exceptionally comfortable, cozy, and restful night’s sleep whenever they come to stay.
Thank you once again for choosing us to be part of your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you and your guests many wonderful, peaceful, and refreshing nights ahead. Have a fantastic day.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Yvonne,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and are so happy to hear that you are finding your mattress topper so comfortable. Knowing that our topper is providing you with such great comfort and support means a lot to our team. We always aim to deliver top-quality sleep products to help you get the rest you deserve every single night.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many cozy, peaceful, and wonderful nights of sleep ahead! Have a fantastic day.
Warm regards,
Bryle From Emma
Such liars and no responsibility or…
Such liars and no responsibility or credibility. Website shows 5 to 7 working days delivery , more than a month still not received it and had to cancel. Mislead to buy their mattress spend money and in a new house had to lie on the floor. Back pain and other issues. Called multiple times. Each time they feed you with lies. My other friends who ordered it later recieved it. These people say mattress under replenishment and can only be delivered after 2 more months. Who says that to a customer. My take on this I have applied code and got it for a good price, may be they don’t accept it. Cancelled the order refund processing in 14 days was the message , then after came next blow , internal hiccup refund delayed, totally frustrated and don’t know what else to do , hope you guys understand what Iam going through , please don’t let them torture you , they don’t even care , only just fancy use of words.
9 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Deepak,
Thank you for sharing your feedback and taking the time to share your experience with us.
Your honest input is truly appreciated as it helps highlight where improvements are needed. We want to say sorry for the extended delay regarding your delivery timeline, the lack of clear updates during your phone inquiries, the discomfort caused while moving into a new home, and the frustration regarding your refund process. Waiting well past the expected timeframe and having to endure back discomfort while waiting for a resolution is certainly far from the seamless service you deserve.
Your peace of mind and satisfaction matter greatly. To ensure this is handled with the highest priority, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received.
Thank you once again for your patience and for bringing these concerns to light. We are fully committed to reviewing your case thoroughly and making things right for you as quickly as possible.
Wishing you a peaceful and wonderful rest of your day.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Shirley,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and are so happy to hear that your order arrived quickly and smoothly. Knowing that you had a great experience with our fast delivery means a lot to our entire team. We always strive to get your items to your doorstep as quickly as possible so you can start enjoying a wonderful night's sleep without delay.
Thanks again for choosing us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many wonderful and restful nights ahead. Have a fantastic day.
Warm regards,
Bryle From Emma
What an absolute bargain this was
What an absolute bargain this was. Think it was on some kind of offer. My daughter loves it!! Best mattress ever by all accounts. She’s a sleepy teen so spends a lot of time on there.
27 July 2026
Reply from Emma Sleep UK
Dear Julie,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and kind support. We are so happy to hear that you got such an amazing deal on your purchase. It brings a huge smile to our team to know that your daughter loves her new mattress so much. Knowing that she finds it so comfortable and enjoys spending her time relaxing and resting on it is the absolute best news we could ask for. Providing great value and helping your family enjoy deep, cozy sleep is always our main goal.
Thanks again for choosing us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you and your family many more comfortable, happy days and peaceful nights of sleep ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Svetlana,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and kind support. We are so glad to hear that everything was great and that your order was delivered to you so quickly and smoothly. Ensuring a fast, reliable, and hassle-free delivery experience for our customers is always a top priority, and knowing you had such a wonderful experience truly brings a big smile to our team.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many wonderful, comfortable nights of rest and bright days ahead.
Warm regards,
Bryle From Emma
Terrible customer service, impossible to cancel order
Had a promotional email come through stating clearly that if I order an original mattress and use promo code upgrade it automatically upgrades to pro. When I got an email confirmation to my surprise it was an original one. So I called to cancel the order and the very next morning at 9am, bearing in mind the order was placed at 7pm on a Sunday. Emma informed me that the order can not be cancelled and I have to wait for the order to be delivered and we can not accept the delivery from dpd. However the dpd driver confirmed that this was not accurate. I then called Emma again and asked for the mattress to be collected and that I want my full refund. They stated that I have to wait up to 5 days for dpd to contact me for a return then I have to call Emma to arrange a refund once the return has happened. I told customer service that this is not acceptable and I am now having g to wait again for a collection on an order that could have been simply cancelled the very next day as it had not been dispatched. I asked to speak to a manager and they said they can’t do that. I asked for a manager to call me and they said no. After having an argument he said he will send me the email address to complain to. Totally rubbish customer service. I had ordered three double mattresses two years ago and had similar experience and formally had complained. I thought I would give them the benefit of the doubt but alas nothing has changed. They are the worse company and such a shame because they were game changers. Buyer be aware!!!
27 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Pardeep,
Thank you very much for taking the time to share your detailed review regarding your experience with the promotional upgrade code, the cancellation request, and the return process.
We want to say sorry for the trouble experienced throughout this process, especially as a returning customer who previously purchased three double mattresses. Clear guidance, reliable promotional offers, and smooth customer assistance are always the top priority.
It is completely understood how surprising it was to see the Original mattress listed on your confirmation instead of the Pro upgrade, and how important it was to have the cancellation handled immediately after placing your order. It is also completely understandable that receiving clear information about DPD returns and expecting a prompt manager callback should be a seamless, straightforward process.
To ensure this is handled with the highest priority, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received.
Full commitment is being put toward reviewing your order history and providing a complete, satisfactory solution. Thank you once again for your patience and for bringing these details to light.
Wishing you a wonderful and pleasant day ahead.
Warm regards,
Bryle From Emma
Delivered within 48 hours
Delivered within 48 hours. Since using the pillows I have slept very well. Well done Emma!
26 July 2026
Reply from Emma Sleep UK
Dear Mrs. McNaughton,
Thank you so much for taking the time to share your review with us.
We truly appreciate your kind feedback and support. We are so glad to hear that your order arrived so quickly within 48 hours. It brings us so much happiness to know that you have been sleeping very well ever since you started using your new pillows. Giving you fast delivery and helping you get a great, restful sleep every night is always our main goal, and your warm words truly mean a lot to our whole team.
Thanks again for choosing us to be part of your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more comfortable, restful nights and bright days ahead.
Warm regards,
Bryle From Emma
Terrible customer experience. You will be disappointed.
Product quality has massively diminished, my order was lost and no compensation received. Customer care team are completely useless. Would score lower if I could.
1 January 2026
Unprompted review
Reply from Emma Sleep UK
Hi,
Thank you very much for taking the time to share this feedback regarding your lost order, product quality concerns, and your experience with customer support.
Hearing about your situation is deeply appreciated, and we want to say sorry for the trouble caused. It is completely understandable how difficult it is when a package goes missing, when item quality falls short of expectations, and when support feels unhelpful. Your time is valuable, and every customer deserves reliable service, top-quality products, and attentive care every step of the way.
To ensure this is handled with the highest priority and to investigate this further, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received.
We are fully committed to resolving this situation for you and making things right. We truly appreciate your cooperation and patience while this matter is being addressed.
Wishing you a pleasant rest of your day ahead.
Warm regards,
Bryle From Emma
I have many items from Emma its a…
I have many items from Emma its a company you can trust.
Fast delivery service.
I have never had to use customer service.
One happy customer.
Keep up the good work
26 July 2026
Reply from Emma Sleep UK
Dear L.D,
Thank you so much for taking the time to leave such a wonderful review.
We are truly grateful for your feedback and for your ongoing trust in Emma. It brings us so much joy to know that you have chosen several of our products over time and that you have always enjoyed fast, smooth delivery. Knowing that everything has gone perfectly for you and that you are such a happy customer really means the world to our whole team. Your kind encouragement motivates us to keep working hard and delivering the very best service every single day.
Thank you once again for being such a valued part of the Emma family. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
We wish you many more restful, comfortable nights and bright, wonderful days ahead.
Warm regards,
Bryle From Emma
Absolutely love these pillows
Absolutely love these pillows, these are the second ones I have bought. They are quite pricey but I had a discount code with this purchase and you just can’t put a price on a good night’s sleep!
26 July 2026
Reply from Emma Sleep UK
Dear Susan,
Thank you so much for taking the time to leave such a lovely review.
We are so happy to hear how much you love your Emma pillows, especially knowing this is already the second set you have bought from us. It is great to know that you were able to use a discount code for your purchase. We completely agree with you. Getting a great and comfortable night of sleep is truly priceless, and we are so glad that our pillows are helping you wake up feeling refreshed.
Thank you again for being a loyal part of our family. If you have any concerns or questions in the future, please don’t hesitate to contact us. We are always here and more than happy to help you with anything you need.
Wishing you many more restful nights and wonderful days ahead.
Warm regards,
Bryle from Emma
Double Emma mattress
Slight misunderstanding on delivery date as address wasn’t complete but the mattress is very comfortable so far. Only received it a few days ago so hopefully will stay comfortable
26 July 2026
Reply from Emma Sleep UK
Dear Debra,
Thank you so much for sharing your wonderful review with us.
We truly appreciate you taking the time to let us know about your experience with your Emma mattress. I am sorry to hear about the mix-up with your delivery date due to the address details. Thank you for your patience while that was sorted out.
On a brighter note, we are very glad to hear that you are finding the mattress so comfortable so far. Since all our mattresses come with a 200-night trial and a 10-year guarantee, you can feel confident that it is built to last and will continue to give you great comfort and restful sleep every night for a very long time.
If you have any questions or if you need any help with anything in the future, please do not hesitate to contact us. We are always here and more than happy to assist you.
Have a wonderful day ahead.
Warm regards,
Bryle from Emma
Failed to deliver and refused a refund
I ordered a mattress ex stock from the Emma website. I was given a deliver slot of 7 days which seemed unreasonable.
On the final day of the quoted 7 days I called their customer service who advised that the order was delayed and that I could expect to be advised on a delivery date within the next 3-5 working days!
At this point I requested an order cancellation and a full refund, which they advised they were unable to do.
I subsequently advised them that this was illegal under U.K. consumer law, and they must provide a refund on an order cancellation up to 14 days after delivery. So for goods that have not been delivered it’s very cut and dry.
They still refused and I was forced to report the transaction to my credit card company who retrieved the payment on my behalf.
Do not order from this company, their customer service is shocking and their refund policy is illegal.
28 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Matthew,
Thank you very much for taking the time to share your review and detailed feedback.
Your feedback is deeply valued, and bringing these points to light helps drive continuous improvements. It is completely understandable to expect clear delivery dates and a smooth cancellation process. We want to say sorry for the difficulty experienced throughout this situation. Falling short of your expectations is never the intention, and every effort is made to provide a seamless experience for every customer. Apologies are also extended for any misunderstanding surrounding the cancellation process and the refund timeline.
To ensure this is handled with the highest priority, more information has already been requested to look into these account details for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received.
Thank you once again for your patience and for bringing these details forward.
Wishing you a pleasant, bright, and wonderful rest of your week.
Warm regards,
Bryle From Emma
Emma Mattress
The mattress was reasonably priced for a good quality mattress, it was delivered very quickly
26 July 2026
Reply from Emma Sleep UK
Dear Andrew,
Thank you so much for taking the time to share your review with us.
We are so happy to hear that you are enjoying the great quality and value of your new Emma mattress, and that your delivery arrived so quickly. Knowing that you had such a smooth and positive experience with us really makes our day. Thank you for your kind words and support.
Thanks again for choosing us to be part of your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
We wish you many wonderful, cozy, and peaceful nights of restful sleep ahead.
Warm regards,
Bryle From Emma
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