Emma  

So far we have waited 78 days for a mattress. Emma withdraws the money immediately.. They promise to send the order within 2-5 days. In our case, GLS never received the missing mattress from them, however they had printed a packing slip for it. They themselves found this very difficult to understand, and when it finally dawned on them after several weeks that they had never sent the mattress. Then we had to fill out and send a note stating that we didn't receive the mattress that never left their warehouse. We on June 13 promised that they would send a new mattress. When it was not sent during the 2-5 days, we were promised that it would be sent within 2 weeks. Now they cannot promise us a delivery date, although they still advertise that their shipping time is 2-5 days. We do not have other mattresses or a sofa that we can sleep on temporarily. However, we had borrowed a mattress, but we have to return it. So now Emma wants us to sleep on the floor or buy a temporary mattress with our own money that we can use until one day they can deliver the mattress we paid for. From the first week to today, I have written countless emails and had many phone calls with them and GLS to solve the problem as soon as possible. I get friendly responses every time but no action behind it. However, I have been promised compensation for the wait and all the time I have spent writing and talking to them. I am a very, and probably too patient, person. But I have sent a complaint to the European Commission's ODR platform. It is a pity that the Danish department has some employees who destroy Emma in this way. (Update, I have been told that there is no warehouse in Denmark and that they have to send their products directly to the Danish customers from the German warehouse. Emma has some good products that many could benefit from. I therefore hope for someone to fix the delivery issues, but until then, think twice before buying from them. Can you afford all the trouble they can give you and can you live with a delivery time of several months?

Good support service but horrible delivery. Waited 1month for the mattress and then canceled. They didn't send any updates on the delivery and had to contact them myself

I ordered a mattress Wednesday, tried to call them with the whereabouts of my order since I haven’t heard anything from them since, called and waited over 40min but with no response… wondering if it’s a scam?

Edit 03.06:tried again waiting 30min once more with no response

Edit 06.06: after several attempts to call their costumer service I have now spent more than 3 hours with no luck.
I managed to get a hold on their sleep expert martinus who was kind and understanding about my situation and told me he couldn’t do anything about my situation other than call them or write them a mail

Edit 10.6: so after some more calls with no one in the other end after numerous calls i finaly got a hold of their costumer service and decided to cancel my order, and thinking now I’ll get my money back so I can buy a mattress from elsewhere, but to my surprise they don’t know much about the law here in Denmark, and apperently they have already taken the money and telling me that i now have to wait 14 days before I can get my money back. In Denmark webshops are not allowed to take the money before the costumer has got their products.

Edit: finally got my money back.

levering til tiden, og en god madras at ligge på

God madras, og hurtig levering

Super levering og et fantastisk produkt. Sover som en drøm - igen👍🤗

GREAT service
Specially Mohamed
All questions answer
Fast deliver
Every time I called I had a great service
Mattress are amazing

excellent service and very comfortable and well made products
E H B

Big big big joke.. I've ordered almost everything in their catalogue for a new house - then Im getting told that one of the mattresses will be delivered later and I suggest to upgrade it and pay more so I can get it in time. Im getting told it's not possible to change a mattress in my order that they will deliver in 1 month to another one. Im making them aware of the 100 days free refund policy, so instead of changing the mattress they prefer a cancelled order and to ship me a mattress just to refund it immediately.

EDIT with updates: Its getting worse and worse. All things I ordered is getting more and more delayed. So all "shipping" info on website is fake just to lure you in.
I will now have to pay for a hotel for 2-3 weeks.

New update: 1,5 month after my order and receiving multiple emails with new "delayed delivery dates", none of them have been delivered yet. I have received 1 product out of 15-20 that I ordered, only being met with new lies. Money was charged immediately, but nothing delivered 1,5 month and 35.000 DKK later.

Ordered a mattress expecting 1-5 days delivery (as stated on the website at the time of ordering) but unfortunately had to cancel the order as it wasn’t even dispatched after 6 working days. Customer service were prompt and professional in replying to my emails but couldn’t provide any useful information about why it was delayed or when I could expect the order to be shipped. I’ve ended up out of pocket as I had to stay in a hotel due to my mattress not arriving in time. A bit disappointed and I personally wouldn’t recommend Emma based on my experience.

Like the reviewer Lior, I, too, haven’t received a refund; its been a month. (Bearing in mind this was with Denmark’s division of Emma: Emma.dk.)

It was a catalogue of failures by their finance department.

I ordered a 160x200 Emma original mattress. The mattress was way too hot for me to sleep on, so I returned it but ordered a single instead for my partner.

Instead of crediting for the 160x200 they credited me for the 90x200 that I had just bought. I flagged the error immediately. They admit their mistake.

I suggest they recharge me for the single again (as at this point. We were keeping the single) and then have them credit me for the 160X200 that had been returned.

That didn’t happen, even after sending them several emails.

Was it they didn’t understand the problem? I felt The only way to fix the confusion was for me to return the single mattress in order to make it clear to them that I no longer owed any Emma mattresses and they needed to give me my money back for the 160x200.

I had been apologised to by customer services who admitted to me I had been waiting a long time for this to be resolved but essentially they could do nothing as their finance department is very busy.

I think over a month of waiting is now taking advantage.

Also, it seems they need to retrain their finance department, and certainly they need to find out who screwed this up for me because that individual caused Emma a lost sale; how many times has this person done that?

UPDATE: trustpilot’s ‘request for further information’ system only allowed me to enter one order number, Emma.dk you’ll need both:

Here are both:

90x200: 0016-GLC7R8
160x200: 0016-X8MBUU

UPDATE no2: not a single word from Emma after this.

UPDATE no3: after what appeared to be a slightly defensive email from Emma, I finally got my refund. Better late than never for sure.

I regret deeply for my entanglement with this company. After an absolute terrible experience with the shipping time of the bed, I have eventually decided to return it and now they hold my money which is quite a big sum and no refunds are made. I have never received such a poor service.
Update: An Emma representative promised to get in touch but to no avail. No one reached out to me and in the time being I am not sure I will even get my money back. Still waiting from the 10th of February for more than 12,000 DKK.

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 themselves were efficient.

Terrible customer service, product quality and everything in between.

I ordered a mattress on Sept 20. They sent me the wrong mattress and wrong size. I contacted Emma Mattress customer support and they said a new delivery date has been scheduled between 29/Sept - 07/Oct. On 7th of Oct I contacted their customer service because I still haven't received the correct mattress, and they told me it is out of order and the mattress will be delivered "soon" whatever that means.

Couple of weeks later I was given a new delivery date 10/Nov-15/Nov. Just like the first time around, no delivery happened. When I contacted them on the 15th of Nov they said it's out of stock.

The third time they gave me a new delivery date of 28/Nov - 01/Dec. The delivery company contacted me and we arranged a delivery date and time. On the day, time has passed and no delivery has occurred. When I contacted the delivery company, they informed me that the driver had returned to the depot with no explanation for why no one had contacted me. After several back and forth with them they delivered the mattress. The box was damaged and disintegrated while trying to get the mattress in the apartment.

The mattress was delivered with no cover and damaged on the side.

To summarise, they sent me the wrong mattress, gave me two false delivery dates. On the third delivery date the mattress was delivered in a damaged box, the mattress itself is damaged on the side and it's missing the cover.

I have never experienced more incompetent company in my entire life. From the product quality, to customer service, to their delivery partners.

Save yourself some time and chose a different company.

Terrible experience with this company. Made an order in august and did not get it. Now still waiting for return of the payment!
Lots of nice reply’s as the one here below but no real solutions. 4 weeks ago the the danish customer service finally confirmed a return of the payment was accepted and processed (max 14 days of handling time?) it’s 30 days now! It’s a scam! Merry Christmas

Super great bed, very fast and efficient delivery. Extremely happy with the over all experience. Will 100% recommend buying a bed here.