Emma Sleep Reviews 

The Emma mattress was fine for a few years and then suddenly one side had a large 4cm dip, we are only 60kg and 84kg. We contacted support they asked for endless photos to prove it, which we sent but is fairly hard unless you push down on it or feel it as the top material layer lays flat… it took months, we gave up. I would add photos here if I could as you can see the 2cm-4cm dip but it’s more like 10cm when sleeping on it.

Good service throughout. They held delivery until the day I needed. Good communication and good service. I’d use them again.

I wanted a mattress protector - the cost was $299. Postage I was told is $160. I live in Canberra. This is a total rip off.

amazing mattress, been using for some weeks and having the best sleep of my life, but it ruined my productivity because it’s so comfortable I don’t want to leave the bed anymore haha

Don’t bother! After deciding between EMMA and KOALA, I thought the EMMA mattress would suit my needs, plus it was a slightly better price. Well that was the first mistake! Ordered and paid as the site said they were in stock. I allowed a 10 day delivery period (as stated on the order at the time) whilst I was on holidays.

That delivery period soon blew out and it took me chasing up what was going on to finally get a delivery date. That date was not convenient as I work away. I was then offered to select a time period which I did. Got no reply. More phone calls and finally got a delivery notice of when it was due. That date came and went with no update. But then it was over 3 weeks since initial purchase.

More phone calls for the representative to give me the scripted lines and with that, I told her to cancel and refund the order. I went online, purchased a mattress from KOALA and had it delivered THE SAME DAY!!!

I have spent the last 2 weeks battling with EMMA to get my refund, and after one last phone call when I threatened to report them to the ACCC, my refund was processed.

Do yourself a favour and don’t even waste your time, regardless of how good the price may be.

Please please do not order. They are not processing my refund, making it extremely difficult like suggesting I cut all the tags off the pillow for them to return. It has been really dodgy. Alot of people are claiming similar issues and that they make it really hard to return things so people give up.

I had to return the mattress because it caused me lower back pain, but the returning process it’s even worse, I had to keep the old mattress in my house for over 3 weeks, schedule a day with a third company for the return and carry the mattress by my own till the truck that collects the mattress.
Also they advised me to purchase a different one from them and even this new one is not a mattress that I’m fully satisfied with, it’s bit better but still I need to keep extra pillows to have a better body support.

Appalling experience. First pillows didn’t arrive . Took weeks to send a repeat order. Impossible to speak to a person. All customer service full of patronising A1 generated wording and you just go round in circles. I have now been sent an invoice for the second lot of pillows!! But I can’t get through to anyone who can help. Everything is automated and so restrictive that it is unable to help.
I have given one star because it is impossible to give less.

Over rated, over priced mattresses. Koala mattresses are infinitelybetter. Never again. Back to Koala.

After having 3 faulty mattresses, the final one was collected and a refund was promised, been waiting 3 weeks for Emma to say the mattress was never collected, provided evidence of the van arriving and man knocking on door, but still heard nothing back.
Avoid Emma mattress the products are awful and their service is awful.

Awful refund experience. Have been waiting for over a month to have my defective mattress collected and the first time collection is attempted I'm given less than 24 hours notice and so cannot be in. They make it impossible to speak to anyone to rearrange and emails are responded to slowly. The mattresses are also so poor quality and cheaply made. If you want a cheap mattress look elsewhere!

Terrible refund experience. While initially customer service was prompt to respond to my return request as soon as the pillow was sent back (with tracking confirming delivery) I have received zero response notwithstanding following up with them twice. It’s now been 2 weeks since I returned the pillow. The previous email stated my refund would be processed “immediately” once I sent confirmation that the pillow had been posted. The process is also drawn out and tedious with very confusing instructions regarding cutting off labels etc. Would NEVER purchase from Emma again.

Here are a few ways to translate this, depending on how "punchy" or formal you want the review to be. Since this is clearly a frustrating situation, I’ve kept the tone sharp and impactful.

Option 1: Natural & Impactful (Best for Trustpilot/Google Reviews)
I have never regretted a purchase more.

Four months, 50+ emails, 10+ calls, and a mountain of frustration, stress, and despair later, and all I have to show for it is a second mattress that is 168cm wide (the first one delivered was 171cm), despite ordering a 180cm mattress.

Their customer service is the worst I’ve ever encountered. There is zero understanding or empathy, let alone a solution for all the misery surrounding my order.

I’d rather sleep on the floor than ever order from here again.

We purchased our Emma mattress in April 2021, expecting it to last at least close to the 10-year period covered by the warranty.

Unfortunately, after only a few years we began noticing that both of us were waking up sore most mornings. To test whether the mattress might be the cause, we borrowed a mattress from family for a few weeks and noticed an immediate improvement in both our sleep quality and how we felt when we woke up.

To Emma’s credit, their support team has been polite and responsive, but we have so far been unable to resolve the issue despite several rounds of photo testing. This process is difficult when the problem relates to inconsistent internal support and overall comfort, which is not always something that can be clearly demonstrated in photographs.

Based on this experience, I would suggest being really cautious when purchasing a “mattress-in-a-box.” It might be convenient but if long-term comfort and durability are important, it may still be worth taking the time to visit a store and test mattresses in person, as both your back and your wallet will likely benefit in the long run.

I’m hopeful Emma will help resolve the issue, and I’ll happily update this review if a fair outcome is reached.

I feel completely scammed. I bought an all season duvet that is advertised as a double layer duvet, I also asked customer service to be sure it is a double layer and they ensure me it was. I got it one more later just to see it is actually just a one layer duvet. I paid $300 for it and they are offering me a $18 refund, Ridiculous.

Within three years the sag and dip is almost as there is nothing below. It's such that if I sleep on it with my baby next to me, the depression will make the baby roll. When I showed the dip to customer service ,I was told this is expected behaviour. So apparently the mattress will only serve you three years as compared to similar priced brands that will serve you for 7-10. So if you have lots of money and love changing mattress every three years then please buy Emma sleep mattress. If not, then avoid the sale and marketing for Emma and buy something else please

One of the worst customer experiences I have ever had. Avoid Emma Sleep at all costs.

Our mattress is only one year old, and the springs on the left side are already protruding through the surface, making it completely unusable. My partner can only sleep on the opposite side, and I’ve been forced to sleep on the couch for months because of how unsafe and uncomfortable the mattress has become.

Despite providing photos, proof of purchase, and a full explanation, Emma Sleep refuses to assist. Their staff keep insisting they need to see mattress tags that simply do not exist on our product. Instead of acknowledging the clear product fault, they are hiding behind this excuse to avoid providing a refund or replacement.

Their customer service is dismissive, unhelpful, and completely unwilling to take responsibility for a defective product. After this experience, I would not recommend Emma Sleep to anyone. Poor quality and even worse service. Save your money and buy elsewhere

I bought the diamond graphite infused mattress topper because it was meant to be the best cooling option, unfortunately I have found it to just as hot as my mattress, same experience with the diamond pillow. Very disappointed.

I am extremely disappointed with my recent experience. The mattress quality was far below expectations, and I initiated a return and refund request over 10 days ago. However, I am still waiting for my refund to be processed.
This delay is unacceptable and has caused me significant frustration. I expect my refund to be issued immediately and confirmation provided without further excuses.
This has been the worst experience I’ve had with a mattress company, and I urge you to resolve this issue promptly to restore at least some trust.