Disappointing quality for a heavily advertised mattress Emma Hybrid II I would rate the overall experience as mixed. On the positive side, company’s logistics and delivery deserve an 8/10, and th... See more
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See what reviewers are saying
In the end, the bed we bought wasn't the right fit for us because it was softer than we expected. I have to admit that after reading some reviews on Trustpilot, I was a bit worried about the retur... See more
Company replied
Been waiting for a refund for the past 7 months. Every week the support team if you can call them that is telling me it’s coming. More than 100 emails sent out. Unbelievable, I’ve never seen thi... See more
Company replied
I switched because my old one felt too bouncy and the edges san whenever i sat to tie my sneakers which got annoying fast. The emma hybrid arrived bed in a box, easy to schedule, and the box was immac... See more
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Company details
About Emma Sleep NL
Written by the company
✓ Meer dan 5.000.000 Emma-slapers wereldwijd
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
Ontwaak op je best met Emma Sleep
Written by the company
- Onze producten zijn zorgvuldig ontworpen met jou in gedachten. Ontdek onze hoogwaardige slaapproducten zoals matrassen, bedden, boxsprings, kussens en toppers.
- Emma Sleep is inmiddels 's werelds grootste slaapmerk, actief in meer dan 30 landen. We blijven ons voortdurend inzetten voor het verbeteren van de slaapervaring. Omdat wij geloven dat een goede nachtrust leidt tot een beter welzijn.
Een echt zorgeloze slaapervaring
Onze beloftes
Tot 100 nachten proefslapen - We bieden 100 nachten proefslapen aan op al onze producten, met uitzondering van kussens, zodat je je nieuwe Emma-producten thuis kunt uitproberen.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Contact info
Netherlands
- https://www.emma-sleep.nl/
- emma-sleep.nl
3.3
Average
19K reviews
Asks customers to review
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Worst shopping experience
I ordered the Emma hybrid premium bad, pillow, and bad cover. The estimated delivery date was 3-4 weeks. About 2 weeks after ordering, the pillow and pillow cover were delivered to me. The bad, as stated, would be delivered within 3-4 weeks. After 1.5 month has passed, and I've contacted Emma customer service numerous times regarding the order status, and each time I've received responses such as I have to wait, the product is out of stock, there's a problem with the delivery company, etc. In my last conversation today, I've learned that the system has canceled my order due to out of stock. Interestingly, the same product is currently for sale on their website, with a delivery time of 2-5 days. All I have left now is the pillow and bad cover, without the bad. It's truly a huge disappointment and I can assure you that neither I nor anyone I know will ever shop with this company again.
Now I'll have to deal with returning the pillow and bad cover. Really think carefully before you buy.
9 September 2025
Unprompted review
Reply from Emma Sleep NL
Dear Sinan,
We are very sorry to hear that you had such a disappointing experience! We completely understand how frustrating it is to wait so long and then be told that your order has been cancelled. This is absolutely not the experience we want to offer. We apologise for the inconvenience and hope to resolve this for you as soon as possible.
Kind regards,
Emma team
Uncomfortable mattress (body contour)
Purchased a body contour mattress (on sale) for 1200eur - missed the trial sleep period deadline (which was my mistake indeed), but just want to express that the quality to price ratio is really bad, i expected a much more comfortable mattress for that amount of money.
I was unable to return it or get some kind of value from my purchase.
Now I'm stuck with an uncomfortable mattress, and already returned 2 uncomfortable/useless toppers from cloudpillo & matras direct.
Not wasting time or money on Emma again.
4 March 2025
Unprompted review
Reply from Emma Sleep NL
Dear Keegz,
Thank you for sharing your experience, however disappointing it may have been.
We understand very well that you feel frustrated, especially after such an investment and multiple attempts to improve comfort. A mattress should provide rest and relief, not additional worries.
It is unfortunate that the trial period has now expired, as it is specifically designed to prevent situations like this.
Because we offer a 100-night trial period, we are unfortunately unable to offer compensation if the mattress is not found to be comfortable or of sufficient quality after this period. Within that period, you have the opportunity to thoroughly test the mattress and return it free of charge if necessary.
We understand that this may still be disappointing. Fortunately, you purchased the mattress at a discount, and we hope that this offers some consolation.
We take your feedback very seriously, not only to learn from it, but also to further improve our products and communication.
Thank you again for taking the time to share this with us. We sincerely hope that you will eventually find a sleep solution that really suits you, because everyone deserves a good night's sleep.
Warm regards,
Team Emma
I bought emma products at a discount…
I bought emma products at a discount and I am very satisfied with the purchase, I recommend to anyone who wants to get a good night's sleep, I have a tooper and 4 pillows
23 August 2025
Reply from Emma Sleep NL
Hi Marcin,
What a lovely review, thank you! It's fantastic to hear that you're so happy with your Emma purchase and that you've made a great investment with a mattress topper and four pillows! That sounds like a major sleep upgrade.
Discounts are always nice, of course, but your satisfaction is the real proof that quality and comfort go hand in hand. We hope you enjoy many more restful nights.
Kind regards,
Emma team
Reply from Emma Sleep NL
Hi there!
Thank you so much for your kind words. We’re thrilled to hear you’re happy with the product and that delivery was speedy.
If you ever have any questions or need assistance, feel free to reach out.
Sweet dreams!
Kind regards,
Emma team
Terrible service
Terrible service. Ordered a mattress, bed, headboard and got a free pillow and quilt as a combined offer. Only the mattress and the pillows arrived (late) just had an email saying the rest of my order has been cancelled. How can you cancel an order when it was an all inclusive deal. Now I don’t event want the mattress. Never again will I order from here. Customer service is awful, late and only a mattress turned up for a whole set… awful.
18 August 2025
Unprompted review
Reply from Emma Sleep NL
Dear Kelly,
Thank you for sharing your feedback. I completely understand how disappointing and frustrating this experience must be for you, and I’m truly sorry that it has caused so much inconvenience. Due to seasonal demand, the interest in our products is currently much higher than expected, which has unfortunately led to unexpected delays. Please rest assured that your order has not been overlooked. We are doing everything we can to process and ship the remaining items as quickly as possible.
The reason for the delay is that we ship from multiple warehouses using different carriers, which sometimes results in separate deliveries. Your order is still within the revised estimated delivery timeframe, and we will keep you updated every step of the way. If you would like more details or assistance, please don’t hesitate to reach out to us directly, we’re here to help and make things right for you.
Best wishes,
Emma Team
No value for money
We have this matress for 3 years. We purchased this matress because my husband had severe back pain. For the past 1 year we often wake up, both of us, with back pain or neck pain. The matress lost it's firmness.
Important to mention that he weighs 79 kilos and I weight 53 kilos. We regret this purchase. It's definitely not worth the price.
28 July 2025
Unprompted review
Reply from Emma Sleep NL
Hi Bianca,
We are sorry to hear that you are experiencing back and neck pain and that the mattress no longer provides the desired firmness. That is certainly not the experience we want to offer, especially when it comes to your sleep. We greatly appreciate your feedback and would like to work with you to find a solution. I have sent you an email to the address you used to place your order. I hope to be able to help you via email! If you have any further questions, please don't hesitate to let us know.
Kind regards,
Emma team
DO NOT ORDER HERE. Low quality, horrible delivery service, broken items.
Emma sleep looks like it delivers high end bedding, trust me it does not. The quality of the bedframe, mattress as well as bedsheets is very low. It looks like it is dropshipped straight from China for profit. The delivery times can take up to 2 months, sometimes there are products missing from the delivery. The customer is responsible for the missing products, the company states. The bedframe I received had misaligned welds making it impossible to build it up. Emma sleep is scam, built on marketing. Please take this seriously and don't waste your money. Return policy seems suspicious and difficult to manage as well.
23 July 2025
Unprompted review
Reply from Emma Sleep NL
Dear Denver,
We’re sorry to hear that you had a disappointing experience with our products and service. 😞 This is, of course, not the experience we want our customers to have, and we completely understand how frustrating this must be for you.
We place great value on quality and customer satisfaction, and we take your feedback very seriously. Fortunately, I see that my colleague is already assisting you to find a suitable solution. Together, we’ll do our best to make things right as quickly as possible. 🤝
Thank you for sharing your experience with us—it helps us to keep improving. 🙏
Kind regards,
Emma Team
Worst brand ever
Worst brand ever, i purchased a mattress for 1200 with free pillows, turned out it takes 6 to 8 weeks to be delivered!!!!! So means my pregnant wife sleeps on the floor for 2 months? I canceled the order, but they sent the pillows and billed me for it!!! I didnt order pillows i ordered a mattress that you are selling but you dont even have it.
11 July 2025
Reply from Emma Sleep NL
Dear Wisam,
Thank you for sharing your experience. We really appreciate that you took the time to let us know what happened.
I completely understand that you want to cancel the order, especially since the delivery is taking longer than expected, and even more so with your partner being pregnant. That’s certainly not an ideal situation. It’s unfortunate that the cancellation of the cushions wasn’t properly processed and that charges were applied.
I have just sent you an email to discuss the return options for the cushions. I’m happy to assist you with this. If you don’t see the email in your inbox right away, please also check your spam folder, just to be sure.
Kind regards,
Emma team
Not recommended
I have a very bad experience with the mattress. I get back pain and overall I just don't sleep well; resulting in me waking up very tired. Contacted Emma Sleep, but they can't help me with replacing/returning it because im past the trial period (this happened because of a delayed renovation).
8 July 2025
Unprompted review
Reply from Emma Sleep NL
Hello,
I'm sorry to hear that your mattress hasn’t quite met your expectations.
We do our utmost to keep everyone satisfied, which is why we offer a 100-night trial period. On average, it takes about 60 days for someone to get used to a new mattress, and Emma Sleep gives you an additional 40 nights to fully experience the mattress in your own environment.
Please note: the trial period starts on the day of delivery to your home. After these 100 nights, the mattress can no longer be returned.
If you have any further questions, we’re of course happy to assist you!
Kind regards,
Emma Team
Worst company ever (extreme delay)
Worst company ever! They are already a month late with our order (total waiting time is now almost 3 months), there is no communication at all, and they cannot provide an answer on when it will be delivered (if ever). Every time we call we get a different answer, employees either really don’t know anything or are just simply lying. They made several promises to us of delivery dates but nothing was delivered on those dates and every time it’s a different excuse. They told us that Emma has more orders than it can handle, so do not order with this company if you want to have your bed/matras on time.
Later addition to the review: Emma also has issues with their delivery/assembly partner in the Netherlands (Dynalogic) who basically refuse to assemble the beds and also are not big fans of Emma themselves. They came three times to “assemble” our bed and all three times they refused to do it (because it required drilling in parts of the bed…). We ourselves had to call between Emma and Dynalogic to try to resolve the problem. We managed to arrange the assembly a week after the delivery but now Emma refuses to provide us with the compensation for that week of waiting even though we did not have an assembled product (as promised) on the delivery day.
30 June 2025
Unprompted review
Reply from Emma Sleep NL
Dear Polina,
Thank you very much for sharing your experience with us. We are very sorry that your order is taking longer than expected and that our communication regarding this was not clear. This is certainly not the level of service we strive to provide.
Due to high demand for our beds, there are unfortunately delays at the moment. Our sincere apologies for this. We kindly ask you to contact us once you have received your complete order. We would like to offer you appropriate compensation for the inconvenience.
Once again, our apologies for the situation, and thank you for your patience.
Kind regards,
The Emma Team
All as expected and more.
The mattress lies comfortable, the size is perfect where it is snug in its place, aesthetic wise it looks absolutely gorgeous as well. In general truly happy with the results, other than the shipping taking a bit longer than i'd like (as it was somewhat of an emergency on my end), I would recommend this product wholeheartedly
26 June 2025
Reply from Emma Sleep NL
Hello Emo,
Thank you very much for your lovely 5-star review! 🌟
We’re thrilled to hear that the mattress met your expectations and more, especially in terms of comfort, fit, and aesthetics. It’s always rewarding to know that our products can bring such positive results!
We completely understand that shipping delays can be frustrating, especially when you're in urgent need. Thank you for your patience, and we’re glad to hear that despite that, you’d still recommend us wholeheartedly.
Wishing you many more restful nights ahead with your Emma mattress! 💤✨ Let us know if there’s anything else we can help with.
Best wishes,
Emma Team
very bad quality and customer service
Bought expensive bed sheets and after a couple of times washing them they shrink, even though I followed the laundry instructions. After contacting their support, they do not follow up, you need to contact them again and again and they say they need more and more info. it is ridiculous
17 June 2025
Unprompted review
Reply from Emma Sleep NL
Dear Jelle,
Thank you for your review and for sharing your experience.
We’re sorry to hear that our sheets did not meet your expectations. This is certainly not how we want our customers to feel at Emma Sleep. We would like to resolve this together with you!
I see that my colleague requested photos from you yesterday. This will help us properly assess the issue and find the best solution for you. As soon as we receive the photos, my colleague will work with you to find a suitable resolution.
Thank you in advance for your cooperation!
Kind regards,
The Emma team
Reply from Emma Sleep NL
Hi Lillian,
It sounds like you appreciate the cooling effect but would prefer a softer outer material! 😊 Emma Sleep is continuously working on improving comfort and materials. I will definitely pass on your feedback. 💙
If you have any questions about alternative toppers or mattresses with a softer finish, please let me know! ✨
Kind regards,
Emma team
Reply from Emma Sleep NL
Hi Dumitru!
Thanks so much for your kind words 😊 We’re happy to hear you’re enjoying your pillows!
Sweet dreams! 💤✨
Kind regards,
The Emma Team
I'm shocked by the lack of transparency…
I'm shocked by the lack of transparency in this business. I bought an AirGrid Topper with order 0003-UYUCJQ, and after one month of trying to find an explanation about why the cover I received is different than the one shown in the showroom and on the website. I concluded that they test new products on the customers without the customers' consent, nor informing the customers.
It's not a professional business. Their satisfaction rating is likely even lower that shown on Trustpilot.
4 June 2025
Unprompted review
Reply from Emma Sleep NL
Dear Linda,
Thank you for taking the time to write a review.
We are very sorry to hear that your experience has not met your expectations. We want to let you know that we are already in contact with you via email to work together towards a suitable solution.
As we have also informed you via email, there is no question of testing on customers. We have made you a fair compensation offer, and if you are not satisfied with it, you are of course always welcome to return the product. We look forward to your response via email so that we can assist you further!
At Emma Sleep, customer satisfaction is very important to us, and we do our utmost to assist you as best as we can. We hope to fully satisfy you soon.
Kind regards,
The Emma team
Stop spamming my emails with reviews
15 May 2025
Reply from Emma Sleep NL
Hi,
Onze oprechte excuses voor deze situatie. We begrijpen heel goed dat herhaalde e-mails vervelend kunnen zijn, en we hebben begrip voor jouw frustratie.
Als je geen communicatie meer van ons wilt ontvangen, kun je een verzoek tot volledige gegevensverwijdering indienen via ons e-mailadres: service@emma-sleep.nl
We zullen jouw verzoek dan zo snel mogelijk behandelen in overeenstemming met de geldende privacywetgeving (AVG).
Bedankt voor je begrip.
Groetjes Emma Team
Reply from Emma Sleep NL
Hi Jessica,
Bedankt voor je fijne review! 😊 Geweldig om te horen dat je tevreden bent met de snelle levering en het comfort van je Emma-matras 🛏️💤 We wensen je nog heel veel heerlijke nachten toe!
Hartelijke groet,
Emma team
Perfect
Everything was great, the order, the communication, the delivery and the packaging.
2 May 2025
Reply from Emma Sleep NL
Hello Sylvia,
Thank you very much for sharing your experience with Emma! We are glad you are enjoying our products and service, and we hope you continue to do so for many years to come. Thank you for your trust in Emma!
Best regards,
Emma Team
Reply from Emma Sleep NL
Hi Yamen,
Thank you so much for your kind words!
We're thrilled to hear that you're enjoying the quality of both our mattress and cushions. 😊 Your comfort is our top priority, and we're so glad to know you're experiencing great sleep! 💙
Kind regards,
Emma team
Reply from Emma Sleep NL
Hello Yenisel,
Thank you very much for your lovely review! 🌟
We’re so happy to hear that you’re satisfied with both our products and service. Your feedback truly means a lot to us. We hope you enjoy many restful and comfortable nights with your Emma products! 🛏️💙
Thanks again for choosing Emma!
Best regards,
Emma Team
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