emma-mattress.in Reviews 46

We purchased an Emma original elite mattress and was given a delivery timescale of 1-6th April. The delivery, including paying extra to have our old mattress taken away was scheduled for 7th April. The courier arrived, took the old mattress but was not able to deliver our new mattress. I contacted Emma customer support who, while repeating how sorry they were and understood my frustration did little to help. Eventually they agreed they would contact the courier company and ring me back at some point. They didn’t call back. Eventually I got a message from the courier to say the mattress would be delivered the following day. Leaving me without a mattress. I contacted Emma sleep customer service again, but again they were unable to provide any solution other than again apologising and acknowledging my frustration. The conversation felt scripted and disingenuous and eventually agreed a supervisor would ring at some point. I am still waiting for a call back from Emma customer service. The courier company were far more helpful and delivered the mattress later that day. I am extremely disappointed in the service provided by Emma which did not felt customer focused or in way helping me towards a solution. I therefore would not recommend Emma Sleep.

I saw the other review and I don't really understand. I come from France, so I know this brand really well, the quality is here. I just bought a matress for my flat in India, and it went just good (fast delivery, approx 4 days, and as I said, good quality). Mabye Indians are not use to this type of matress, I don't know !

The mattress was intended to help me get a more comfortable sleep as you advertised, I have fibromyalgia along with other medical conditions so needed something that offered comfort and support.

Your initial product failed miserably at that, it collapsed, was manufactured too short and was highly uncomfortable.

After wanting to leave us without a mattress you finally sent a replacement, a replacement that was the correct length, but was less comfortable due to the layers of foam atop the terrible spring system you have.

As mentioned in many of my posts on your Facebook advertising, you have issues with inconsistent manufacturing and product failures. You try to sell to people with disabilities, which is shameful.

The drivers who collected the original, faulty mattress stated "We collect more than we deliver of these things, they're terrible".

What are you doing now? Selling refurbished mattresses... So you now have so many returns that you can start a refurbished side of the business. It speaks for itself,

Avoid this company at all costs

⭐ 1 Star – Worst online purchase experience of my life

I had an extremely frustrating and disappointing experience with Emma Mattress India, and I would strongly advise others to think twice before ordering.

I placed my order almost one month ago, expecting a smooth delivery. Instead, what followed was a complete nightmare. The delivery failed multiple times without any valid reason, and every time the status was updated with the same excuse: “Customer not responding” — which was absolutely false. I never received any calls, despite repeatedly sharing and updating my contact numbers.

Over the course of this ordeal, I sent more than 18 emails just to get a basic update. There was no proactive communication, no ownership, and no clear explanation as to why the delivery kept failing. Escalations meant nothing — it felt like nobody was actually handling the issue.

The mattress was originally ordered as a Christmas gift for my parents, and due to Emma’s incompetence, I was left embarrassed and stressed in front of my family. The emotional stress and time wasted following up were completely ignored.

What made it worse was the customer support attitude. Instead of empathy or accountability, the responses were rude, dismissive, and copy-paste replies, as if my time and concern meant nothing. There was no fair compensation offered for the month-long delay, mental stress, or effort I had to put in just to chase my own order.

After waiting endlessly and getting nowhere, I had no choice but to cancel the order. A company that cannot deliver a product, cannot communicate honestly, and treats customers this poorly does not deserve trust.

This was not just a delivery failure — it was a complete customer service failure. Very disappointing experience from a brand that claims to be premium.

I will never order from Emma again, and I strongly suggest others be cautious.

Subject: Complaint Regarding Oversized Pillows – Request for Immediate Solution

Dear Emma Mattress Customer Support Team,

I am writing to formally raise a complaint regarding my recent purchase of an Emma Hybrid Mattress along with two pillows.

While I am satisfied with the mattress, I am facing a serious issue with the pillows provided. The size of the pillows is unusually large, and I have been unable to find pillow covers that fit this size in local shops. This has made the pillows difficult to use and impractical for regular purposes.

This issue was not clearly communicated at the time of purchase, and as a customer, I find this extremely inconvenient. A product should be usable with commonly available accessories, or the required accessories should be provided by the company itself.

I request you to:
• Provide a suitable solution immediately, such as supplying compatible pillow covers, or
• Offer an alternative arrangement that resolves this issue effectively.

I strongly urge you to take appropriate and corrective action at the earliest and ensure customer satisfaction. Please treat this matter with priority and respond promptly.

I look forward to your quick resolution.

Yours sincerely,
Sarang S
Order ID 408623

ABSOLUTE NIGHTMARE: DELIBERATE REFUND FRAUD & MALPRACTICE
​Rating: ★☆☆☆☆ (1/5 - Only because zero stars isn't an option)
​This company, Emma Mattress, operates under a structure of malpractice and deliberate deceit designed to breach their own clear refund policy and unlawfully retain customer funds. Their advertised risk-free trial is a financial trap.
​The Collection Disaster and Lost Wages
​The process was sabotaged from the start. Collection required two failed attempts because their contracted partners refused to find parking. This gross incompetence resulted in me having to take two full days off work just to wait for the item to be picked up. This is an unacceptable waste of customer time and money. The mattress was finally collected on October 30th.
​The Refund Hostage and The "Missing Pillow" Scam
​After the collection, the true scheme began. Despite numerous follow-up inquiries—a total of over 20 emails—the company maintained silence or provided automated, irrelevant responses. It took a shocking 17 days after collection for them to provide any reason for the delay.
​Their eventual excuse was a blatant attempt to stall and withhold the refund: they claimed the return was not processed because a "free pillow" was missing. This item was never mentioned, requested, or listed as a condition for collection when the return was arranged. This is not poor service; this is a deliberate and fraudulent tactic designed to frustrate the customer and make them abandon their rightful refund claim.
​Emma Mattress is actively holding my refund hostage. They breach their own written policy, employ fictional customer service agents who stall and lie, and use cheap, deceptive excuses like the "missing pillow" to wear people down.
​DO NOT FALL FOR THE FREE TRIAL. The time and financial stress involved in fighting for a basic refund far outweigh any perceived benefit of the product. This company is engaging in systematic financial malpractice.

And now il receive an apologetic sript reply in trustpilot . Dont let them fool you.

I don’t have a complaint about their customer service. However, very sadly it took me far too long to realise that it was the Emma mattress causing my back issues. I put it down to everything else and had more than a few trips to the chiropractor. Then when I did realise they sent me a topper. To be fair to them it was past the time allowed, so I thought it was good of them. However, the topper did nothing, it remained as hard as rock and I’m sure it tilted to one side oddly too. Needless to say, I would not recommend these mattresses. They are like rock. My daughter slept on it and said the same. Beware.

I bought an orthopaedic mattress last December ‘24. By June both me and my wife started experiencing body pain and day by day it started increasing. When we reached out to the Emma, we were very disappointed to hear their response.
Not even 7 months, we have started to sleep on the floor, it’s far better on the floor than on the mattress.

I would suggest Ashwin (cricketer) to use it for 100 days before endorsement!

Do not buy this product.

I placed an order on 30th June and have finally had to cancel it on 23rd July - nearly a month later - after an incredibly frustrating and disappointing experience.

Despite being home for every supposed delivery attempt, their delivery partner repeatedly marked the status as “consignee unavailable,” when no attempt was made at all. It was a blatant falsehood, and not once did anyone actually show up.

What made this worse was the company’s response. I kept receiving scripted, copy-paste emails saying they were looking into it and asking me to wait 24 hours, over and over again. At no point did they take real ownership of the issue or hold their delivery partner accountable.

This entire ordeal has been a waste of my time and energy. I’ve now had to cancel the order and request a refund, which should never have been necessary in the first place if things were handled properly.

Absolutely unacceptable service. Would not recommend.

I bought the mattress on May 16. When I pulled on the built-in handle—exactly how it’s meant to be used—it tore within 2–3 days.
Support refused a replacement, citing a 36-hour damage policy, even though it was used properly. This is clearly a manufacturing defect, not misuse.
Extremely disappointing from a brand claiming a 100-night trial guarantee

My order ID 178605. Extremely poor customer SERVICE. I need to get my product replaced ASAP. I cannot wait for 15-20 days to get my product replaced. Please either arrange to refund or replace within 24 to 48 HOURS. Need URGENT ATTENTION in this regard.

Supper disappointed: ordered mattress from Argos and delivered direct from Emma. Mattress is wrong size and now can’t get this unopened product returned. Tried contacting Argos and no help as Emma are ghosting them! Would not recommend this business at all.

Have left multiple reviews in hope of being able to speak to someone to sort the issue of a refund I have not received. I have replies to my reviews saying that they are going to resolve this and this has not been done. Been going on since November 24, finally managed to return the mattress Jan 25 and told a refund would take 2 weeks, every week when I call from that date to be told they will process my refund ‘today’ and then think it is acceptable to send a proof of refund by sending a photo of the label of the returned mattress.
This company honestly needs shutting down, there customer service is appalling no one knows what’s happening when you speak to them.

AVOID!

Aboslutely rubbish. I am done with my mattress. So bad. Everest in the middle and slopes either side. I honestly can feel my slats as I sleep. Customer service doesn’t help.

Dear Emma Mattress,

I am writing to you to raise an issue about: Online shopping

The issue that I have experienced was: Had our mattress just over too year and it's the uncomfortable mattress we have had we have basically had to live with it. But now it's even dipped in the middle meaning we don't even get to sleep on it never mind have a good night's sleep me and my partners backs are in agony with it resulting I'm having to go to doctors with back pain. It's all dipped in the middle meaning u just slide down the middle of mattress

The mattress was £800 so we expected more from this we have also changed address now

This meant that Visiting the doctors with painful back pain

Waiting two months for delivery. Repeatedly delays and no sensible updates. The Chatbot option is useless. The human option is just as bad. They are an appalling company. I hope the beds are worth the lengthy wait. If they had been honest about expected delivery times when I ordered I would have shopped elsewhere.

In the span of 3 years, we're on our third Emma Mattress. After some time, they begin to dip and develop pits making the bed extremely uncomfortable. The first time I contacted Emma (2 years ago) they were surprisingly helpful. A new mattress was sent and my original one was collected. The second time, they wanted very specific photos of the mattress, which was a huge waste of time on my end as every photo I sent wasn't good enough. I was stripping the bedsheets on and off for weeks. They eventually accepted my complaint and sent me another "new" mattress. When I say new, the sticker on the side stated it has been in the box for 15 months! The condition the mattress is in, is nothing short of appalling. You can see a huge decline in quality in comparison to our first mattress. I contacted Emma support straight away, numerous times, with no reply. Meanwhile, the other mattress is taking up the entirety of my daughters room waiting to be collected which they will not even acknowledge. I've gone on to chat numerous times now also and all I get it "we've escalated your case, please wait 24-48 hours for a response". Needless to say it has exceeded that time frame 10 times over. I have never been so infuriated by the lack of customer service and basic human decency. Avoid at all costs!!

I am extremely disappointed with Emma Sleep Ireland and their handling of my recent order. I purchased a mattress on the 2nd of October and was initially given a delivery time frame of 5-6 weeks, with an expected delivery by late November. However, the delivery date was pushed back to the 28th of November without any clear explanation or prior communication.

Things only got worse. After hearing nothing from them, I had to chase their customer service team, which was unhelpful and dismissive. I was then informed that my delivery would be further delayed to between the 14th and 28th of January! This is completely unacceptable.

The excuse provided was the "demand of Black Friday," but this doesn’t justify delaying an order that was supposed to arrive well before Black Friday. Emma Sleep has clearly failed to prioritize existing customers and shows no regard for customer satisfaction. Not even an apology was offered for the inconvenience caused by their poor planning and lack of communication.

I strongly advise others to reconsider ordering from this company if you expect timely delivery or decent customer service.

I continue to receive absolutely diabolical service from their customer service team. Never respond directly to my queries, ignore my requests for additional info, and always in their emails that they are here to help yet they are the most hopeless and unhelpful customer service team I've ever experienced. SIMPLY PUT IF YOU BUY SOMETHING FROM THEM AND YOU HAVE A PROBLEM WITH THE PRODUCT, YOU ARE DOOMED AS YOU WILL NEVER RESOLVE THE ISSUE WHICH IS WHAT I'M EXPERIENCING NOW WITH THEM.

Worst Customer Service Ever – Avoid Emma Mattress India!

I recently spent over ₹22,000 on Emma products (mattress, bed protector, and pillows) and have had an awful experience with their customer service. After requesting a contact number change for the delivery address, they confirmed the update to (91-*****) via email. Yet, despite this, my order has been “out for delivery” for two days, and I just received an email saying the delivery failed – without anyone even calling the updated number!

What’s even worse is their response time. I reached out to them via WhatsApp, Instagram, and email, and all I got was an automated response claiming they’re overwhelmed with orders and that I should expect a reply within a week – seriously?! For a company this large, this level of customer care is unacceptable.

I am beyond frustrated and would strongly advise against purchasing from Emma. I’m now considering filing a complaint and seeking a refund. Save yourself the trouble – look elsewhere for your mattress needs.

This version emphasizes the delays and lack of timely responses across different channels.
Order no 106642