Emma Sleep Reviews 

I have written 2 or 3 emails to Emma regarding a return. I requested the return 2 weeks ago on the 'returns' form. All I have ever received are return emails saying Emma will get back to me in 24-48 hours. No, they don't.

Customer service are near impossible to get hold of. I waited four months to get my unsatisfactory mattress picked up. I waited another 3 weeks for the refund.

Refuses to answer my emails pertaining to a mattress return. They DO NOT honour the 100 day return!! They just ignore you no matter how many emails you send!

PLEASE DO NOT BUY FROM HERE!

The mattresses are shocking and they are con-artists! I have a sales company and see this stuff all the time.
Disgrace!

What went wrong?? You mean what went right? The simple answer is NOTHING!!! I wish I could give this review a '0'
My mattress and bed frame were confirmed to be delivered on 8/12/22 : didn't happen!!
Lot's of excuses, and
'we're escalating.'
'we're talking to our partners'
'we're prioritising.'
'we're sorry.'
No solid confirmations/assurances. Extremely evasive!

I personally had to call no fewer that 6x per day, where after 1 week of constant calls, was escalated to Senior Management, who would not give their details, or assurances of delivery.
When it was finally delivered, after 1week of the items were left at the front door-no call from courier/Emma Sleep to confirm delivery..came home from shopping to find products dumped at door-our home front is open to the street.Could easily have been stolen!
To say my Emma Sleep experience has been the worst Service I've experienced in Australia, would be a gross understatement.

602540128 is my order number uk. They should have my email address have contacted Emma sleep numerous times and get the same reply ie let me have your order number. Clearly a robot is trying to solve my problem and not a human. I was told I would get a small refund but sadly they haven’t fulfilled their promise. Dreadful company to deal with

Ordered a single mattress on 12th May.

Mattress delivered on 15th May.

Have had back surgery so have to be very careful lifting heavy weights. Box says single mattress weighing 18 kilos. Attempt to lift and fail, box very heavy.
after help, open box and mattress in room with space for single mattress. Turns out mattress is a super king. If you have ever opened these you know its like an inflatable, once it starts it won't stop. mattress actually weighs more like 32 kilos. Incorrect mattress incorrectly labelled, damaged back, trips to osteopath will be needed.

Complain to Emma, response times are good, usually within 30 min. I have to send photos which I do. new mattress ordered by Emma within about an hour. Collection confirmed within a day for the old mattress.

I get a phone call about the injury, person is trying to be helpful but is vague and unclear using phrases like "so, its very hard........ what would you like us to do..."

revert to email, emails are equally overtly over friendly with responses that seem out of place to my questions, for example:

Me: "Thanks, you work for Trust pilot?"

Emma rep: "Hi ***,
You're so welcome. I'm so happy I was able to help. Yes! I'm from Emma Mattress and I'm part of their TrustPilot team"

So far, pretty disappointed, and I haven't even tried the product.

This has to be the worst customer service/experience I've ever had with a brand.

I ordered a mattress on a tuesday and never got any communication from them afterwards, even when I was chasing daily for a delivery date. I dealt with a lady called "Roxanne", she was enable to assist me and replied with generic responses. I have asked to process a cancellation and refund and never got a reply from them. I had to threaten them to get in touch with ACCC to then get a generic reply. I also had to get in touch with the delivery service because they had organised the delivery of the mattress to my house, though I had cancelled the order....A NIGHTMARE!

Absolutely do not recommend this brand. Awful service. They do not even have a phone number on their website...How does this brand operate?!

DO NOT PURCHASE ANYTHING FROM THEM.

Deteriorating Health with Emma Mattress
Deteriorating Health with Emma Mattress
Purchased a mattress through Wowcher having seen the adverts on the tv. Mattress arrived and I was looking forward to getting comfortable and sleeping well as described in the media.
I was really disappointed on unpacking this mattress, as when inflated it-it was half the width of old mattress. After two - three weeks I started to developing severe lower back pain, and my right shoulder was really sore. I asked my wife if she was sleeping ok on this mattress and she mentioned she was also suffering with lower back pain. We both discussed this could only be the mattress, but due to moving home we were out of the returns policy with Wowcher. So I contacted Emma customer service, as I read there was a ten year guarantee in place. “This is where things got interesting 🤔
This customer service helpline is a third party contractor called Resolver, who have no intension of helping you! I opened a case RES9882222 and was in gaged with a representative called pablo or Paulo who was not interested in my case claim at all, I was asked to take photos of the damage to the mattress. I kept explaining there was no damage but I was unhappy with the mattress due to incurring health problems. I actually went to my local general hospital and was diagnosed with a frozen shoulder!

The long and short of this review is that I was not refunded my monies and that the 10 year guarantee is a crock of - - - - I ended up taking this mattress to my local tip and purchasing a new one. A month later my shoulder pain and lower back pain has disappeared and my and my wife’s health is starting to get back to normal.

Do not purchase this mattress it is not comfortable and it will deteriorate your health. Slept better on camp cots in Camp Bastion

I purchased my bed in December 2021 and it was supposed to arrive on 3rd of January 2022. We're half way through February and I still don't have the bed. Customer service also laughed in my face today, saying that I can "cancel" it if I want to, but this would take 2-3 months to get my money back. It's cool that you can also joke when you fail to keep your promises. Never again will I buy a single thing from Emma, competition offers same quality beds at half price.

After being told early January that our mattress ordered in December would not be in stock until Jan 17, 4 days out we have now been advised that it won't be in stock until March 14.
It's easy to blame 'Global' issues but be serious, a mattress you're planning to deliver in January would need to be built and shipped in October or November. When they took my money they new they would not be able to deliver in a timely manner.
Now if I cancel, I will have to wait weeks for delivery from another manufacturer. Emma Mattresses be honest with your customers. We are not fools.

Worst customer service ever. Mattress promised to dispatch in 2 working days and took a week to even dispatch, and the customer service could not let me know when it was coming. The bed frame arrived without instructions inside, and when I emailed the support email they just kept referring me to the website, which doesn't have digital booklet for the platform bed on, which I told them but still they've sent nothing - pathetic, this is 2022. will never order from them again

Worst experience EVVVER!!!!! ordered on the 19 November and paid for premium delivery (1-3 business days). 5 failed delivery attempts, over 10 calls with 30min wait times and still NOTHING. This feels like a scam to me. DO NOT BUY. BUY FROM SOMEONE ELSE! This is your warning about this terrible service.

I think my story won’t be much different than the others unfortunately…
We bought a Mattress who was supposed to be delivered a week after. After many strange emails and texts saying that they tried to deliver the mattress but couldn’t (we live in 24/7 reception building)it returned to base.
After not receiving the mattress I’ve contacted by email the Emma support. They were apologetic and guaranteed that the mattress would delivered the following Tuesday. It never arrived… I complained and tried to have an update: they said that the mattress will be in the warehouse in 1-2 weeks!! I complained even more and asked for a refund and they stopped replying at all…

Just an update as of 27.8.21. I have finally received my refund. Apparently there was an "issue" which was finally resolved. If I did not keep following up, who knows. Be aware that their delivery delays change after you have ordered and paid.
I ordered a mattress and a bed on 25.7.21. I received a confirmation email on the day. During the process I was made aware of a delay of a few weeks, which at the time, was fine. Since them I have received a number of update emails of when the items will be available. The latest is that the bed is not available until after November 8 2021, 3 months away!!. Also they offered a $50 credit for each order as a thanks for my patience. Whilst I understand delivery delays, the issue is that I can NOT speak to anyone on the phone. I have not received a response to an email sent 2 days prior. I tried the online chat option, explaining that I wanted to possibly cancel the order....she referred me to an online cancellation option! It seems that I am not the only one that has issues contacting them. I will be cancelling my order and asking for a full refund. I did receive a phone call that dropped out!. I received an email saying that they will process my refund and it will take 2- 7 days.
It has now been over a week with the promise of a refund, with no refund and no updates and no replies to email requests for an update. AVOID this company!!!!

I have had the most horrible, dissatisfying experience with trying to purchase a mattress and pillows in my life. Extremely poor communication. Lies being told by support staff saying they will call and then they don't. Failed deliveries and out of pocket expenses for me.
I would strongly advise anyone to avoid using Emma for any products and services. They only disappoint across the board and do not live up to quality service at all.
With no phone number to speak to anyone it is a long process for any resolutions and they do not make any efforts to assist customers. I want to provide a zero stars review.

Order No: 2800236105-S1

Ordered a mattress that never arrived. Tried to resolve issue privately by emailing their support team (who were initially responsive). After sending a follow up email when the mattress still hadn’t arrived a week later, the company stopped replying.

Was only able to receive a reply when I posted publicly on product review. They suggested I was not being truthful about their lack of a response, until I provided particulars publicly.

Still have no mattress but I’m now told it will arrive by Monday (2 weeks late).

Unfortunately as I had already told them via email privately (which they apparently don’t read), by then it’s far too late as we have moved house and have no capacity to take time off to wait for a mattress to be delivered that judging by my experience will probably not arrive.

I have asked for a refund, they only responded to that request when it was posted publicly. They are trying to encourage me not to request a refund and instead wait for the mattress. They say a refund will take 3-5 business days.

At this point, I will have to sleep on my floor. I won’t have money to buy a new mattress until I receive a refund (which judging by their conduct so far, I’d be incredibly surprised if it arrives) or until the mattress arrives (which I also doubt).

For anyone thinking of buying a mattress, avoid this lot like the plague. Judging by Facebook comments I’m not the only one who has been burned. I understand that some have reported to the ACCC.

Impossible to contact as they don’t respond to emails, have no contact number and their office appears to be a “virtual” office, and not an actual location. I have reached out to the original Emma Sleep overseas to try and verify that this company is actually even affiliated.

Terrible customer service. Non existent communication when delays occurred. Getting a refund was near impossible. If I could give 0 stars, I would.