STOP advertising something you cannot deliver
ordered and paid for Emma Comfort Premium King on 27/11/2022 as it was rated as firm. Advised 2 weeks later that it was not available and they would substitute the higher quality Emma Diamond Hybrid (Medium soft). Sceptical... but assured that if it was too soft then they would provide a "firming layer". Advised that we would receive information on shipment several days before but it was delivered to our country driveway without any advice. We were away from home for 3 days at the time and receive a "delivered" advice from the courier! Once installed it became obvious it was too soft so I requested the firming layer. I have sent at least 6 emails and several online chats and they keep delaying - stating they will resolve the issue within 24hrs. Last contact was today with a pathetic response that they are committed to providing good customer service and improving their processes. Still waiting for the "firming layer" - but will cancel entire order and send the mattress back if not provided by Friday 3 February. EMMA- How about STOP advertising a product that you obviously don't have available.