Emma Sleep Canada Reviews 191

Don't be surprised if your mattress shows up a month or more after you order. Their customer support is not helpful and just keep telling you they'll get back to you in 72 business hours and doesn't seem to even read your emails (also their customer service is email only).

Due to the long delay I cancelled my order but it was suddenly shipped out and they told me me order was now "completed". I also moved during this period and gave the new address before the cancellation with plenty of thim to update the address, the order was shipped to my old address anyway (in another city) and now they expect me to move it for them and assist with the "return". They don't seem to have anyway to retrieve their products once delivered so be warned they will make it your problem.

Overall awful experience, and questionable business practices. I don't feel it's appropriate to ship a product in error (after it was cancelled with sufficient notice) to a customer and then try and get out of the cancellation by insisting they have completed your order and then make you do work to send it back.

This company is a joke, get your mattress somewhere else.

Very poor customer service there is no phone number to contact them (red flag), and they did not get back to me after I gave them my number.
They don’t use transparent pricing and when looking to return they said my item was a completely different price than what was displayed when I purchased it. Do not buy any kind of bundle if you’re thinking about using the trial window. I don’t recommend this company to anyone.

If only you could give a 0*!

-Ordered a mattress on 7/21
-Confirmation that a shipping label was created from Fedex on 7/24
-Noticed that it still hasn't shipped on 7/31 and sent an email to their customer service as there is no phone number for this company (HUGE RED FLAG).
-Email response on 8/1 saying they need 72 BUSINESS HOURS (basically 2 WEEKS) to review
-8/12 and there is no resolution or accountability.

I've asked for my order to be cancelled and they told me there is another process for cancellation so who knows how long that will take (probably ANOTHER 72 BUSINESS hours to START the process)

THIS COMPANY IS AN ABSOLUTE JOKE - avoid at all cost.

We bought our Queen size mattress back on April 6. At this time they offered a 1 year trial period. We tried the mattress out for a long time it still hurts my back after some months so I started a return on July 12. Back and forth emails it seems as though a bot is responding to my messages. ADD: almost a month later we were able to get our refund. The mattress seemed of good quality for the price but it was just not comfortable for us, we felt it was to soft.

I received my Emma Performance Mattress about 3 hours ago, and to say I’m disappointed would be a massive understatement.

🚚 Delivery: Poor Communication, Okay Execution
Tracking the delivery was a complete nightmare. I got zero updates until the morning of delivery — only to be told it was “out for delivery” with no estimated window. It finally arrived at 6:45 PM, after a full day of uncertainty.
I live in a condo, so I expected to carry the box from the lobby. To the delivery person’s credit, they brought it right to my door — the only part of this experience that was remotely positive.

📦 Packaging: Suspicious and Unacceptable
The box was falling apart — barely held together by a mess of loosely wrapped packing tape. It looked like it had already been opened or returned. Immediately, I felt uneasy about the condition of the product.

😱 The Mattress Itself: Absolutely Revolting
As I unpacked the mattress and unrolled the plastic, I noticed visible discoloration through the opaque wrap. I hoped it was just lighting or plastic distortion. It wasn’t.
Once halfway unsealed, I confirmed there were dark orange and red stains — possibly blood and/or sweat — on multiple areas of the mattress.
This is completely unacceptable. I don’t know how Emma allowed this to ship. It’s unsanitary, it’s appalling, and it’s frankly disturbing.

💬 Final Thoughts
I’m contacting customer service immediately, but this should never have happened in the first place.
If you’re wondering how a company can sell a “premium” mattress at a competitive price — here’s your answer: they clearly don’t invest in quality control.

🛑 Avoid at all costs. I would never recommend this product or company to anyone.

Buyer beware: double-bouncing, back pain and gaslighting.

Although the company offers a 365 day return policy, they asked me to wait 21 days to "adjust" to the new Emma Hybrid Premium plus mattress before returning it. A great policy for busy people who only have certain time windows for returns and dealing with large items like mattresses. "tension doesn't come in a day, and tension doesn't go away in a day" is just gaslighting people with new onset back pain.

What we found, while trying to adjust to the mattress over the year (I work out of country so I was only back for short periods and was always in the "adjust period") was that the mattress only got softer, more painful to wake up on and even though my partner and I are both under 150 lbs and have a king size model, whenever we roll at night we double bounce the other. I came back home from work this year just after our 365 trial ended, by only a few days and they won't accept a return. The mattress is now saggy and lumpy with springs pushing through even though only one person slept on it for a year.
Reading other reviews now, I realize that perhaps they would have given us more of a run around anyways. It sounds like a good deal to have 365 days to return it, but returning a mattress is a hell of a committment.

They also don't return the tax you pay.

My advice to anyone trying this mattress-- don't wait to "adjust." Return immediately. Or, better yet, don't buy it in the first place.

I bought my mattress about one month ago. Have never had back aches until now. I’m putting it down to the mattress. They advertise that the return process is so easy but it’s definitely not. They told me that they don’t have anyone to come pick it up. They want me to donate to a charity and provide proof.
Update……Emma gave me back my refund and said l could keep or donate the mattress.

Started a refund process but like many others, customer service is not professional at all.

Informations on the website while starting the refund process are inaccurate, then they don't have any pick up team available, they suggest I donate the mattress to charity and provide them with a proof so that I get my money back? They always bring something new and more annoying everytime. I'm at 20+ emails with customer support and you can't even talk to a real life person by phone. I definitely think Emma Sleep should start putting their customers first. And with that they won't refund my money back.

I already bought and received a new mattress from a company I put my trust in, but cannot sleep in it yet because Emma Sleep won't provide a pick up team and I don't know when they will and don't have any place aside to put their mattress. Seriously, don't even go near them!!!

I ordered a mattress from Emma sleep, which has 365 day return policy. The mattress was not suitable so I started what I thought was the proper return process by submitting an email with my information. I received no response. I went on the website and attempted to start a chat, but waited in a queue for hours and gave up. I attempted several more times on different days at different times to reach someone via chat but was never able to. There is no phone number listed to contact the company. Out of desperation I commented on a social media post and a representative direct messaged me. This started a long process of submitting forms and photos of the mattress, all over a direct private message on instagram. After submitting the form I was told they would start the return process. I had to contact them again after about two weeks of silence from the company. They apologized and told me they had nobody in my area who could pick up the mattress, and if I donated it with proof, they would process my return. I complied and submitted pictures of the donation with a receipt from the charity. Two more weeks went by and no refund. At this point I start asking again for my refund (still over instagram message), and I was given the run around for another two weeks when I threaten to take them to court. Only then did I receive my refund. I have never dealt with a company that displayed this level of unprofessionalism.

Refund issues
Started a refund process April 24. 2025.
- 24 emails back and forth
- Many requests and barriers
- Emma financial was unable to refund back to original payment to PayPal due to past 180 day ruling. No attempt to contact PayPal to make a request to refund back to buyer.
- no couriers in my area to pick up bed. (Seems to be the same issue for others)
- donate the bed to charity or friend. Send pictures of the bed transfer and complete donation form.
- Financial requested banking information to wire refund ; bank account wire information and bank certificate. (Certificate is usually needed to validate financial health for a loan) I refused to provide this.
- refused to send me a certified cheque.
- offered another option to send a void cheque instead of bank certificate. My bank agent stated not sure why they needed both as they are the same information.
- I requested to speak with the financial department . Not available. They deal with Citibank who have four offices in Canada.
- the number listed 1-844-906-3662 doesn't answer.
My interaction was by email with one phone call as requested. Challenging interactions with no explanations to some of my questions. Agent dealt with was not in Canada. Many emails were scripted messages.
Policies are vague on refund process. Only state refund back to original payment.
Bed was too firm, lousy edge support and very heavy.

I bought a mattress and pillows. I never received the pillow. The mattress is not like advertised i cant sleep on it its hard like a rock. what they show you on the site is not what you receive! The service is horrible! I have a hard time to talk with some one. They say you have a 360-night trial and you can send back the mattress for free, but they told me they can't pick up the mattress in my region. They told me to give it to charity or a family member what a joke ! Worst service and quality ever. Im now stuck with a useless mattress and no pillows for 800$ ! Never buy emma sleep ! Im not satisfied and i want my money back !

Emma sleep canada. Give very good service and very fast delivery 24/7 Emma sleep canada owner they're very good and nice And there all members give good service and give good equality good advice Anyone going to to Emma sleep canada they are feeling like own shop you touched everything check anything
This mean to saw all members are very good
Thank you Emma sleep Canada.

We purchased Emma Hybrid Comfort (King Size) Mattress and 2 Essential Cloud Pillows in January 2024 and have used the mattress daily since then. Overall, we are not too impressed. Before this, I used to have a basic mattress from a big box store, and I regret switching over. CAUTION: If you are not used to lifting heavy objects and are buying a king-size, please look elsewhere. Below, I have detailed my feedback based on common characteristics that a mattress and a DTC product should have:

Delivery: This was the worst experience ever; the mattress was left in the foyer of our building, blocking a doorway, and it was left to me to carry the mattress up to our apartment. And this mattress is really heavy mind you (King Size). I had to leave in the middle of a workday to haul a mattress up to my apartment. I am a fairly active person and hauling it up was still a major problem because of the bulky size of the package. If you are not used to lifting heavy weights, I urge you to look elsewhere. Emma should really find a shipping provider that caters to people living in apartments/condos.

Comfort: It's not uncomfortable, but it's not exceptionally comfortable either. I have seen better mattresses, and I have seen worse. Emma Hybrid Comfort falls somewhere in the middle.

Quality: Not good, things started ripping apart a few months in, I wish I could attach pictures with my review. The mattress has 2 handles on 2 sides that are sewn in. While changing the sheets we lift the mattress by holding on to those handles, but I guess because of the weight of the mattress the side handles started ripping. I heard a rip the first time I used the side handles. We stopped using the side handles and just lift the mattress directly now holding it from the bottom. Again, a word of caution: me and my wife lift weights regularly, and the mattress is still very heavy.
The top layer of the mattress also started ripping up somewhere along the way, so now, when we remove the sheets, you can see a bunch of holes all over the mattress and piling. I really wish I could attach pictures.

Pillows: A month in the pillows started forming lumps.

Conclusion: Despite the above, the mattress still does what it's supposed to, i.e., not be so uncomfortable that we can’t sleep on it. We sleep on it every day, and we haven’t experienced any aches or pains or issues with the mattress being uneven. I can forgive the delivery part, as it was delivered by a third-party vendor. I just wish it wasn’t ripping everywhere.

This is the first time I am facing any issues with online ordering. I ordered a premium plus mattress on 13th April and the delivery date was 16th April which was mentioned. After 5 days I mailed them that my order is not shipped and the label was created on 14th . They just lie and tell everytime that it will be shipped soon. Even after 10 days order is not shipped. I required a firm mattress urgently as my wife just had C section. I am stuck after ordering with them. Better to buy from shop even if price is bit high doesn’t matter. Please avoid Emma .
Update- I have received mattress on 24th April and I will update when mattress is fully inflated. Its 12 May and the frustration continues. The mattress was 11 inches only and was too soft for me so I requested for return. First they didn’t pick up the mattress and told me to donate it. After wasting my time I donated it . After that they are not responding any mail and they customer care is always busy. Please Avoid this company

Quick delivery after purchase. 2 corner sides of matress did not "inflate" quite as much as I feel a quality matress should, so i contacted their "chat assistance". Online help replied promptly and their customer service from there only escalated- in AMAZING WAYS!! Honestly the best customer service I've ever experienced in my life. They replaced the matress no questions asked (except for a few needed pictures) and never kept me waiting for a response.
Our king size (medium grade-w/o the cooling foam) is amazing firm comfort. I gave 4/5 stars only because their side wall strength could be improved. It's not as strong as my very first "bed-in-a-box" was 12 years ago.
But I'd give their customer service alone 6/5 stars!!

I needed some info about the mattress we received and customer support was Véry responsive and helpful

I am not getting any help from customer service, only being treated as if I am an idiot. I told them my f en mattress is not out for delivery. The page they sent me, to prove it is, is from Friday /4/2025!!! Which we never got that day. If she would take the time to look further , she would see that it says, delivery date will be provided as soon as possible!!! This is Tuesday the 8th and UPS , which I called , said maybe tomorrow but this tammy person says I am wrong by using old data. As for the mattress I will get back to you , if we ever get it! First and last time we will buy a mattress or furniture online. Stores are back in. We did get the mattress but we never received a notice by ups and no box. If emma would of at least answered my questions, it might of gone better. As for ups when delivering heavy objects, use more than one person. Now that we have our mattress, I can say it's a good one. It is as good as the one we had and that one was great.

Perfect pillow and matelas are perfects

Hi, Up to date we are please with our Emma mattresses. We ordered two twin xl mattresses at the same time. I gave a four stars because we received one mattress out of two. We had to contact the company many times to resolve the problem.
It take about a month to receive the second mattress.
It seem they had a shipment problem.