Extremely disappointing customer service. Requested that the mattress be returned well within 100 days. A charity came to pick up the mattress a month ago but still waiting on my refund. The custom... See more
Company replied
Emma
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See what reviewers are saying
Really good experience! The mattress was delivered within 48 hours and is extremely comfortable and cool in the warmer summer nights. Thank you Emma!
I bought a Diamond Degree Topper 180 x 200. It is really comfortable. The sales the company has are suspicious. A sale for 40% off that ended on a specific day, then restarted the next day anyway. It... See more
Company replied
Very comfortable mattress-topper and pillow. From first night it made a difference, and one week in no regrets. It's a shame Emma use GLS to deliver their products but all interactions with Emma thems... See more
Company replied
Company details
Written by the company
OBS: Emma madras ejer nu Emma.dk's domæne fra. 20.11.2021, og vi overtog disse profiler, så ikke alle anmeldelser er vores. Vi arbejder på at få dette ændret, så der ikke sker forvirring i at læse om anmeldelser fra vores firma Emma (madras) og det tidligere firma Emma.dk solgte (skønhedsprodukter) Deres anmeldelser er tilbage fra 22.04.2020 og siden deres opstart med Trustpilot.
Contact info
Germany
- https://www.emma.dk/
- emma.dk
People also looked at
Really good experience!
Really good experience! The mattress was delivered within 48 hours and is extremely comfortable and cool in the warmer summer nights. Thank you Emma!
2 August 2024
Feels like a scam!!!
Extremely disappointing customer service. Requested that the mattress be returned well within 100 days. A charity came to pick up the mattress a month ago but still waiting on my refund. The customer service number doesnt seem to be working, keeps saying that I’m calling outside of service hours ( Im not, Im calling them at 10 in the morning). No one is answering my emails. Have no refund yet. Please do NOT buy from them!
Order nr: 0016-3UVWKC
22 July 2024
Unprompted review
Reply from Emma
Dear Valued customer,
Thank you for taking the time and addressing your concern regarding the refund . As a company, we take concerns and feedback very seriously. We apologise for the delay and inconvenience.
Could you kindly provide us your complete name, order number and email address, so that I can investigate this refund issue and speed up the process?
Yours sincerely,
The Emma UK Team
My worst ever purchase experience
The order arrived 38 days late. A one star review is one star too many.
To make matters worse, Emma itself did not know where the products I bought were the whole time. Which means it took 10 individual phone conversations (some of which involved waiting for some 30 minutes) and several email chains for them to be able to locate and ship what I bought.
What about compensation you might ask? An inadequate 750 dkk on a 7,608.65 dkk purchase, as per the following quote from an email exchange with them: "we uphold the offer of a DKK 750,- compensation for the 38 day delay in delivery. It is the only offer we can give. In other words, it is either this amount or no compensation at all."
They need to get it together and do better.
10 June 2024
Reply from Emma
Hello Gorka
Thank you for the relevant feedback you have provided and for taking the time to make a review.
Your case was indeed messy and unfortunate. We appreciate the gentlemanly way in which you handled the inconvenience and frustration throughout. We shared the latter, as both technical issues, as well as an overwhelming interest in our products, influenced your case negatively.
We got here in the end, though, and we sincerely hope and firmly believe that you will enjoy your Emma products.
You are always welcome to contact our customer service or our sleep experts directly at support@emma.dk or by phone at 89 87 23 35 during our opening hours, every weekday from 9:00 AM - 1:00 PM and 2:00 PM - 5:00 PM. We are ready to assist you with your specific needs.
We wish you a wonderful summer!
With kind regards,
Nikolaj from your Emma team
Reply from Emma
Hej Christian
Mange tak for de fire flotte stjerner.
Vi vælger lidt fredags-kækt at fortolke det usædvanlige og kreative indhold af din anmeldelse, som en optælling af de positive oplevelser, som du har haft med at handle hos os.
Du er altid velkommen til at kontakte vores kundeservice eller vores søvneksperter direkte på support@emma.dk eller på telefonen på 89 87 23 35 i vores åbningstider, alle hverdage fra 9.00 - 13.00 og 14.00 - 17.00, hvor vi står klar til at hjælpe dig med dine specifikke behov.
Vi ønsler dig en dejlig weekend om 10, 9, 8, 7, 6 , snart...
Med venlige hilsner,
Nikolaj fra dit Emma team
Reply from Emma
Hej Anna
Bum, manner, sådan! Det er altid det vi stræber efter.
Mange tak for din anmeldelse.
Du er altid velkommen til at kontakte vores kundeservice eller vores søvneksperter direkte på support@emma.dk eller på telefonen på 89 87 23 35 i vores åbningstider, alle hverdage fra 9.00 - 13.00 og 14.00 - 17.00, hvor vi står klar til at hjælpe dig med dine specifikke behov.
Vi ønsker dig en dejlig dag og weekend og håber, at din madras vil give dig god søvn i mange år fremefter.
De venligste hilsner,
Nikolaj F fra dit Emma team
Super gode madrasser
26 April 2024
Reply from Emma
Hej Kim,
Mange tak for din anmeldelse og for at dele din oplevelse med os.
Vi er glade for at høre, at dine nye madrasser er gode. Det er så vigtigt for en god nattesøvn. Vi håber de vil bringe dig glæde i lang tid.
Husk, at hvis der nogensinde opstår yderligere spørgsmål eller bekymringer, er vores kundeservice og Søvneksperter her for at hjælpe dig. Du kan kontakte os via e-mail på support@emma.dk eller telefonisk på 89 87 23 35 i hverdage fra 9.00 - 13.00 og 14.00 - 17.00.
Vi ønsker dig en rigtig god dag!
Venlig hilsen,
Cecilie fra dit Emma-Team
worst costumer service I have ever experienced!
This company has the worst costumer service I have ever experienced! And the products is really not that good - my room stunk like gas for weeks after opening the mattress from the plastic, which made sleeping very difficult for a very long time.
now, stupidly enough is the second time I purchase with them. I have been trying to return two pillows for weeks. I received lengthy emails trying to get feedback form me, and no receipt. Like they are holding the return hostage until I give them something in return. I payed good money for this product I should not have to spend so much time to do them a service, when I just want to return.
The costumer service number from a website that tells me i am on the danish market directs me to the uk costumer service and I have to spend money to talk to a very incompetent person that is not even capable to provide the costumer service number for DK and refuses to pass me to a manager.
My partner tried to take over and was told he could not do anything because he was a different person from the one that purchased, event though we live officially and legally in the same house.
And for the product - I was looking for a soft pillow and in the instruction it tells you the pillow has three layers and you can remove the top two ones for a soft feel. What you are left with though, is a tiny layer of foam that is good for nothing - not a pillow.
Stay away from this company unless you are 100% you want to be stuck with the product because they will do whatever it takes for you to keep their low quality product and for them to keep your money.
4 April 2024
Reply from Emma
Dear Chiara,
Thank you for your review.
We are truly sorry to hear about your negative experience and any inconvenience caused. We strive to provide the best customer service possible, and we regret that we have not met your expectations.
We are not sure why you were directed to the UK customer service number, as our Danish customer service number is readily available online, and on our website through our chatbot.
Regarding your return process, once a product is returned to us using the provided return label, we require the receipt received upon delivery to initiate the refund process. This is standard procedure to ensure that the return is properly processed and refunded.
We are sorry to hear about the difficulties you encountered with the pillows and the inconvenience caused by the odor from the mattress. Please rest assured that we take all customer feedback seriously and are constantly working to improve our products and services.
If you have any further concerns or require assistance with your return, please do not hesitate to contact our customer service or sleep experts at support@emma.dk or by phone at 89 87 23 35 (this is the Danish customer support phone number). We are available on all weekdays from 9.00 - 13.00 and 14.00 - 17.00 and are here to assist you with your specific needs.
Once again, we apologize for any inconvenience you have experienced and thank you for bringing these issues to our attention.
We wish you a lovely day!
Best regards,
Nikolaj from your Emma Team
Amazing Mattresses
We ordered the Emma Hybrid Mattress and we love it. The mattress is super comfortable. Plus it was delivered really fast.
Highly recommend their products.
15 March 2024
Unprompted review
Reply from Emma
Dear Martina,
Thank you so much for taking the time to share your experience with us!
We're thrilled to hear that you love your Emma Hybrid Mattress and that it has provided you with excellent comfort. We take pride in delivering fast and efficient service to our customers.
If you ever have any questions or need assistance in the future, please don't hesitate to reach out to our customer service team or sleep experts at support@emma.dk or by phone at 89 87 23 35. We're available every weekday from 9:00 - 13:00 and 14:00 - 17:00 to assist you with your specific needs.
We wish you a lovely day and a great weekend!
Best regards,
Nikolaj from your Emma Team
Great mattress
I ordered the Hybrid mattress. It's really comfortable and really helps avoid/reduce back and muscle pain. Highly recommended.
25 February 2024
Reply from Emma
Hi Aura,
Thank you for your positive review!
We're delighted to hear that you find our Hybrid mattress comfortable and effective in reducing back and muscle pain. Your recommendation means a lot to us.
Remember, if you ever have any questions or need further assistance, you're always welcome to contact our customer service or our Sleep Experts at support@emma.dk or over the phone at 89 87 23 35. We're available on all weekdays from 9.00 - 13.00 and 14.00 - 17.00, ready to assist you with your specific needs.
We wish you a lovely day and hope that you continue to enjoy your Emma Hybrid-mattress for years to come!
Best regards,
Nikolaj from your Emma Team
God service
24 February 2024
Reply from Emma
Hej Charles,
Tak for din positive anmeldelse! Vi sætter pris på dine rosende ord om vores service.
Husk, at hvis du nogensinde har spørgsmål eller behov for yderligere hjælp, er du altid velkommen til at kontakte vores kundeservice eller vores Søvneksperter på support@emma.dk eller over telefonen på 89 87 23 35. Vi er tilgængelige alle hverdage fra 9.00 - 13.00 og 14.00 - 17.00, hvor vi står klar til at hjælpe dig med dine specifikke behov.
Vi ønsker dig en fantastisk dag!
Venlig hilsen,
Nikolaj fra dit Emma-Team
Ud over madrassen er FANTASTISK at sove…
Ud over madrassen er FANTASTISK at sove på, så er det god kundeservice og hurtig levering
17 February 2024
Reply from Emma
Hej Gitte,
Tusind tak for din fantastiske anmeldelse! Vi er glade for at høre, at du er tilfreds med din Emma-madras og oplever god komfort under søvnen.
Vi sætter stor pris på din ros for vores kundeservice og den hurtige levering. Det er vores mål at sikre, at vores kunder får den bedst mulige oplevelse fra start til slut.
Husk, at du altid er velkommen til at kontakte vores kundeservice eller vores Søvneksperter på support@emma.dk eller telefonisk på 89 87 23 35 i hverdage fra 9.00 - 13.00 og 14.00 - 17.00, hvis du har yderligere spørgsmål eller har brug for assistance.
Vi håber du får en rigtig god!
Venlig hilsen,
Nikolaj fra dit Emma-Team
The best sleep investment I've made so far
This mattress is the best investment I have made to improve the quality of my sleep. Wish I had bought it sooner.
4 August 2023
Reply from Emma
Hello Jarh,
Thank you very much for your fantastic review and for sharing your positive experience with us! We are so happy to hear that your Emma mattress has been the best investment in improving the quality of your sleep. It means a lot to us to know that our products make a positive difference.
Remember that if you ever have additional questions or need support, our customer service and Sleep Experts are available at support@emma.dk or phone 89 87 23 35, every weekday from 9:00 - 13:00 and 14:00 - 17:00.
We appreciate your support and hope you continue to have a fantastic sleep experience on your Emma mattress.
Best regards,
Nikolaj from your Emma Team 🌙🌟
God service.
1 May 2023
Reply from Emma
Hej Sarah,
Mange tak for din anmeldelse! Det glæder os at høre, at du har oplevet god service hos os. Vi sætter pris på din positive feedback.
Hvis du har yderligere spørgsmål eller behov for assistance, er du velkommen til at kontakte os på support@emma.dk.
Endnu engang tak for din anmeldelse, og vi ser frem til at betjene dig igen i fremtiden.
Med venlig hilsen,
Nikolaj fra dit Emma-Team
Reply from Emma
Hi Beata,
Thank you so much for your heartwarming review! We're delighted to hear that you find our mattress very comfortable. Your satisfaction is our ultimate goal, and we appreciate you taking the time to share your positive experience.
If you ever have any questions or if there's anything else we can assist you with, please feel free to reach out to us at support@emma.dk. We're here to ensure you continue to enjoy a great night's sleep on your Emma mattress.
Once again, thank you for your kind words, and we're grateful to have you as part of the Emma community.
Warm regards,
Nikolaj from your Emma-Team
I love the madras and the top madras
I love the madras and the top madras. The only thing I didn't put the 5th star is that the top madras is running away from the madras and that's pretty uncofortable...otherwise I totally recomend your products! Super confy❤️
10 November 2023
Reply from Emma
Hi Andreea,
Thank you so much for taking the time to share your positive feedback! We're delighted to hear that you love both the mattress and the top mattress. Your comfort is our top priority, and we appreciate your recommendation.
We apologize for any inconvenience you've experienced with the top mattress moving away from the mattress. To ensure we address this issue promptly, could you please contact our customer service at support@emma.dk? We're here to assist you and make sure you have the best experience with our products.
Thank you once again for your kind words and recommendation. We look forward to resolving the matter and ensuring you continue to enjoy the comfort of our mattresses.
Warm regards,
Nikolaj from your Emma-Team
Item received as advertised, very comfortable
I bought a Diamond Degree Topper 180 x 200. It is really comfortable. The sales the company has are suspicious. A sale for 40% off that ended on a specific day, then restarted the next day anyway. It is a dishonest way to generate sales. But the product received is good, we have used it for 6 months without issue.
20 April 2023
Reply from Emma
Hi Ardrian,
Thank you for taking the time to share your experience with us. We appreciate your honest feedback and are delighted to hear that the Diamond Degree Topper has met your expectations and provided comfort over the past six months.
We apologize if there was any confusion regarding the sales promotion. Our intention is always to provide transparent and honest information to our customers. We appreciate your understanding and will certainly review our sales practices to ensure clarity in the future.
If you have any further questions or if there's anything else we can assist you with, please feel free to contact us at support@emma.dk. Your satisfaction is important to us, and we're here to help.
Thank you again for your feedback, and we hope the Diamond Degree Topper continues to offer you excellent comfort.
Warm regards,
Nikolaj from your Emma-Team
The waiting time to get a response
The waiting time to get a response, not even saying about the return label is enormous. One sends a message and even after 3 days there is no reply, one needs to call, to get another message, and again nothing is moving. That is not the impression of a customer service one gets from a description in the website. Disappointing. Will not recommend to anyone I know.
1 November 2023
Reply from Emma
Hi Nataliia,
We sincerely apologize for the delay and any inconvenience you've experienced in our customer service response. This is not the level of service we aim to provide, and we understand your frustration.
To address your concern, we have now sent the return label to your email. We appreciate your feedback, and we're actively working on improving our response times to ensure a more efficient and satisfactory experience for our customers.
If you have any further questions or if there's anything else we can assist you with, please feel free to reach out to us at support@emma.dk. Your satisfaction is important to us, and we are committed to making this right.
Once again, we apologize for any inconvenience caused, and we appreciate your understanding.
Kind regards,
Nikolaj from your Emma-Team
Do you want to know if this is a reliable company?
I’m a perfectionist, unfortunately, so it takes a lot for something to impress me. The service I received from Emma was absolutely outstanding. Five Stars doesn’t say enough.
6 October 2023
Unprompted review
Reply from Emma
Hi Adam,
Thank you so much for your kind words!
We're thrilled to hear that you had such a positive experience with Emma. At Emma, we strive to provide excellent service and high-quality products to all our customers. It's great to know that our efforts have impressed even a perfectionist like yourself.
If you ever need anything or have questions in the future, don't hesitate to reach out.
We appreciate your support and are here to ensure you continue to enjoy the best from Emma!
Kind regards,
Nikolaj from your Emma-Team
Reply from Emma
Hi Fernanda,
Thank you for your positive review!
We are delighted to hear that you had a smooth delivery experience, and that the items arrived well-packaged and to your satisfaction. Customer satisfaction is our top priority, and we're thrilled that you're pleased with your purchase.
If you have any questions or need further assistance in the future, please don't hesitate to reach out to us. We hope you enjoy your items, and we look forward to serving you again.
Best regards,
Nikolaj from your Emma-Team
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