Emma Sleep Reviews

I ordered a matrass, a topper and a duvet at the same time - same order. Instead of grouping the order into a single delivery, Emma chooses to use 3 different delivery services to ship the items. PostNL for the topper, GLS for the matrass and DPD for the duvet (?!). So the company expects normal working people to reserve 3x3 hours at home in a week to receive their purchased products. Products which are both expensive and large, meaning as a customer, I would expect to be able to choose my delivery slot.

And no, you cannot change the delivery slots for PostNL. I tried, as my new house is empty and with no heating, but PostNL did not accept changes, and informed me of the delivery slot (8-11) at 23:30 the night before... So today I got to spend 2 hours in a cold empty house waiting for a package, and I will most likely have to do it twice more for GLS and DPD - just to receive a single order. RIDICULOUS!

Date of experience: November 09, 2024

We have ordered 2 mattresses but have only received 1. Your carrier GLS has lost one mattress, and now we are not receiving any support from Emma Sleep. You mentioned that we need to fill out an RVE form, but it is nowhere to be found. It would greatly help us if Emma Sleep takes action themselves and does not leave it to the customer. I am looking forward to your response and, most importantly, your action.

Kind regards.

Ton

Date of experience: November 08, 2024

Communication problems Not once had an e mail from this company regarding my order, I have not received a confirmation email with order so I can’t track my order. Order arrived incomplete with the duvet missing.Could not communicate with them through their channels n why? No order no. All efforts on my part has failed and still they have failed to reach out to me either by e mail or phone by someone with authority to Sort this mess out.To say I am not impressed is an iunderstatement.why are they allowed to advertise when they have such bad customer service?? If they make a mistake with your order buyer be aware it will take hours of your time trying to get it sorted out if you 👌

Date of experience: October 28, 2024

The zero gravity pillow was over my satisfaction. Cannot expect more. 5 stars

Date of experience: October 27, 2024

Great mattress and pillow.

Date of experience: November 07, 2024

I am very happy with the bed and mattress but when I went back to order the headboard to match I was told this is only possible with the original order. I now need the headboard but am left with a bed that I now will never be 100% satisfied with. This was not explained during the order so I feel I have been cheated a little.

Date of experience: October 16, 2024

0 STAR Warning, don't buy here. They are scammers. Emma refuses to take the item back and refund my money, you have been warned.

Date of experience: November 07, 2024

They have really good mattress. But you never know which one you received because the names on invoice and website written different. They do play you like a pingpong ball from one person to another when you need a customer service.
They will go bankrupt soon i think with this management.
UPDATE(23.10.2024): Their customer service strategy to switch one person to another to make you tired of telling the same story and they insist to not UNDERSTAND. Good luck for the people who are in this trap of Emma Customer Service department. Ridiculous! Hence, I am decreasing the rate even to one from 3 because of your poor customer service. Sorry

Date of experience: October 22, 2024

I would not touch this company again . After delays on delivery the new mattress arrives with black mould on it and rust traces inside around the springs . The customer service is one of the worst I’ve encountered , If you manage to actually get through to anyone you are seemingly ignored . Still waiting for them to collect this rubbish they delivered . Want a full refund . Buyer beware !!

Date of experience: September 30, 2024

This Emma pillow had definitely helped me sleep better and more comfortably.

Date of experience: October 08, 2024

This company will try to rip you off. Never purchase anything from here. Received the mattress, which is rock solid and terrible to sleep on. Return policy, so I contacted them and tried returning it. They are consistently sending me back emails asking for the same information from different customer service agents, who I can only assume are bots based on the behaviour from them.

Date of experience: October 14, 2024

Delivery was quick. Mattress was great. Pillow is a little low because I’m side sleeper with big shoulder. It would have been good if higher a little.

Date of experience: September 21, 2024

Best sleep ever!!! Why didn't I buy weighted blanket before? Being neurodivergent, the quality of sleep has increased tremendously!

Date of experience: August 31, 2024

I order the Luxe Sleep Emma, which is a sofa-bed and I am extremely happy. I got it in a discount so that was definitely value for money. The packaging was also very protective. I received it in 2 working days in my place (I live in Amsterdam), which is extremely fast. I recommend 100%.

Date of experience: July 15, 2024

Ordered on the 28th December and was given a 3-6 week lead time and mattress has just been delivered on 19th Jan. I was kept up to date with delivery information, even an email apologising for delays which I did not feel like I had :) looking forward to getting my new mattress out over the weekend! Overall great experience so far with this company.

Date of experience: January 19, 2024

So as expected they gave the usual spill on here, and asked for me to email them again as my phone number was missing. They could of course just replied via messenger ( if they hadn’t stopped replying a week ago ) or to one of the dozen or so emails they have already asked me to send. Obviously they still
haven’t contacted me. Whatever you do, don’t give these buffoons a penny.

Date of experience: October 17, 2024

I have read various reviews about Emma, both good and bad and I have to say that I am very pleased with the purchase. I was a bit sceptical before buying, therefore I went to a physical store to try it out first. The mattress is medium soft - hence great for laying on a side and on a back. Both me and my partner sleep very well. We also bought the bed frame which is sturdy, made from quality wood, does not wobble at all and is beautiful! We jumped on the mothers day deal and got a very big deal. Make sure to use those coupons! If buying with a discount it is well worth it for sure.

Date of experience: June 10, 2024

THE CUSTOMER SERVICE IS EXCELLENT. THEY'RE KIND, AND GENUINELY CARE ABOUT THE CUSTOMERS CONCERNS. ALTHOUGH THEIR TOPPER WASN'T FOR ME, I WOULD THINK OF EMMA FOR MY BEDDING NEEDS NEXT TIME

Date of experience: March 08, 2024

I bought a sleep bundle including a bedframe, mattress, pillows and duvet. Everything was delivered in 6 separate parcels with different couriers. One parcel was supposed to be delivered but it did not come. I called and emailed the helpdesk and they were very helpful and quickly checked and reissued the order for the last parcel. This resulted in me having received everything complete 2 weeks after placing the order (the expectation was 1-3 weeks). The EMMA system sends frequent updates on the parcels and tracking options, the helpdesk was really friendly and effective. And best of all, i am so happy with the bed, it looks beautiful (the black frame, wow!), the mattress is wonderful. I was also pleased with the price/quality ratio. When i ordered i was a bit worried because of some bad reviews re delivery and helpdesk responsiveness, but this is definitely not my experience.

Date of experience: April 13, 2024

The purchasing experience was good, and the delivery was faster than expected (on the confirmation).
Now a month after, I figured our that you need to sleep really in the center to prevent the mattress for deforming in the corners and giving you a backache.
Overall is a good experience.

Date of experience: April 24, 2024