Emmasleep Reviews 

I am extremely disappointed with my experience with this company. What started as a straightforward mattress order has turned into a frustrating ordeal due to significant delivery delays. Despite being given an initial delivery estimate of 5–10 working days, the mattress has still not arrived. To make matters worse, I have no idea when it will actually be shipped. One of the agents informed me that my original mattress was lost in transit, which I personally feel is just a vague excuse.

I was expecting a smooth and timely process, but instead, this has caused unnecessary stress and inconvenience. The way this situation has been handled is far from acceptable. I hope the company takes steps to improve its delivery service and communication with customers in the future.

My personal recommendation: do not buy from this company if you want to avoid wasting your time and money.

Terrible customer service, over promising and not delivering, literally!

We ordered a sale item with less than a week delivery date, three weeks passed and no delivery. We finally got through to customer service and were told 'we should have mentioned we needed the bed by a certain date'. We cancelled the order and got a refund.
However, the Simba mattress we ordered instead was delivered within 1 day but unfortunately wasn't quite the correct size.
So reluctantly we've gone back to Emma. This wasn't a sale item and did as the cust9mer service person mentioned and said we needed by a certain date. Told this would be no problem. We are now in the 4th week of waiting, can't get through despite being put on a loop on the telephone or asking for a call back on the chat bot.
Don't buy from them if you want mattresses when advertised. Stick with Simba.

Shocking service, have been promised a call back multiple times, never received one. Emails not answered. Ordered a month ago, delivery date passed, no update on products and no one can tell us what’s happening, just keep promising to call us back and putting us on hold.
Feels like a scam. Products all still in stock on the website. Will be calling credit card company tomorrow to cancel through them as now cannot get hold of anyone from Emma.

Ordered a topper which supposed to take 5-10 days
27 days on no item, no update, apparently at warehouse but that was 23rd August
No reply to phone, no reply to emails, chatbot waste of time
Appalling company and their adverts are farcical
Dont even bother with 'track your item'

Over 2 weeks from delivery although it said 3-5 days and just had an email update after chasing 3 times now been told 6-8 weeks. Although they are still displaying 7-10 days delivery on exactly the same Mattress. Just taking peoples money with no product to sell. Will be doing a charge back unless I get a refund within a week.

After two weeks of no updates and no replies from customer service inquiries I cancelled my order and am waiting a refund. I have purchased an Emma mattress from a different supplier and it is being delivered within two days.

Zero stars more likely for sham outfit. No bed materialised, no tracking info, poor periodic communication about non-delivery.

This company does not deserve a star at all. From customer service to delivery it is simply appalling to deal with them. To get your money back because you don’t receive the goods, be prepared to wait for a very long of period of time. More than a months has lapsed and I am still waiting.

2nd mattress uplifted due to highly visible sagging at both sides and lump in the middle. over a month and STILL fighting for my refund! So they have taken the bed and my money. Customer service is terrible - same robot response. Will be going legal as I see from Facebook i'm one of thousands having major issues.

I would give zero stars if I could, it's the same as the previous reviews.. received an email from Emma Sleep a week ago that my order has been despatched, but not collected by UPS yet. Long story short, I had called their customer service earlier this morning, what an absolute joke!!! The product is not available I'd been told and will receive a refund within 7-14 days!!! Nobody even tried to rectify the problem, or offered anything.. with the person I spoke to completely incompetent and just could not care less!!! I requested to speak to her manager, or anyone other than her.. but she did not have that option apparently. The whole experience dealing with their customer service (if you can call it that) was just awkward, awful and frustrating. So they take your money in an instant, make you wait 3 weeks until you start chasing your order, then fob you off telling you that you'll have your money back in 7-14 days.. after confirming that your order has been despatched.
NEVER AGAIN, THEY'RE A DISGRACE!!!

Similar to many other reviews. Order didn't arrive after 4 weeks of waiting and chasing. No updates on delivery unless I called or did live chat, was told there was a delay but would receive an update from UPS. No updates came. Chased again only to be told the item was unavailable and a refund would take 2 weeks. Shop elsewhere.

Order number: #0006-QC2NYS On June 27th. It’s now August 12th and guess what? No mattresses on my beds... I cannot understand how this company operates. One time they told me the mattresses are with UPS ready to deliver, UPS told me they do not have my order…. The last customer service agent I spoke to said she’ll call me back to solve the issue, she never did . The agent I spoke before her kind of told me to shut up as I was wasting 30 minutes of his time. Basically I have been taken for a jolly ride and I have now asked to cancel order. I’ve lost time and energy so at least I’d like my money back. I hope they have the decency to refund soon.

Good morning,

Order ref: 0006-4JBRNS

Placed on 02/07/24
Called on 09//07/24 as no update on your delivery partner website. Was informed there were delays and delivery would be made on or before 19/07/24 and a ticket would be raised.
Checked the tracking daily and no update as of 18/07/24
Called on 18/07/24 told it may take up to 23/07/24.
I asked to cancel the order and was told order would be cancelled and it could take 24/48 hours to get confirmation and up to 14 days for a refund. All ok from my end and put it down to one of those things.
Then I receive an email stating my order has been delivered!!! See below.
I have not received the order and nothing has been delivered.

Clearly the set up you have is an absolute mess and there is no point expressing the level of annoyance you have caused. WHy don't you use a better company for delivery like DPD??? You CS team are useless. Absolutely useless. They cannot send an email, we cannot speak to anyone other than an agent.
You should be ashamed that you work for company that cannot take an order, update the customer, allow them to track the order, and deliver the order within a timely manner. In this day and age you should have a 100% success rate on orders and deliveries.
Kids with online businesses are better at it than you. Absolute joke.
My complaint will undoubtedly fall on deaf ears but as a customer I have expressed my experience.
I will wait the agreed 14 days for my refund and hope that will be done without issue!!! Lets see. I am not hopeful even the refund will run smoothly based on my experience with your useless company.

Thank you

I brought the Emma premium hybrid mattress in September 2022. Unpacked it placed on bed. At first ok but soon had this lump forming down the middle. Contacted Emma. Had to take photos with cover off and weights on the mattress although you could see fault without. Got offered a choice of replacement as PH no longer available. So I checked them out. Something was bugging me so I stripped ours again and compared it to the picture online of a Hybrid premium, sure enough it didn’t look the same, looked more like the original or just Hybrid. I emailed my concerns but was getting no where. So I accepted the offer of the Nextgen Premium. Thinking when it comes I’m cutting open the old one. Sure enough it was not the Premium Hybrid. There were no full size springs just tiny ones. The new one you can feel the springs on the bottom unlike the old one that was a solid block of foam. So please make sure you get sent the right one. Personally I would have preferred my money back and brought a Hypnos.

I recently complained about appalling non-delivery and they have replied in GERMAN! AND I STILL HAVE NO ACTUAL DELIVERY DATE. What an awful company !!

If you have not already ordered then DON'T

Ordered on 1 April 2024, with a delivery date 8 April 2024. Called the CS few times and they came up with same excuse all
The time, having issue with their despatch or delivery system, promise to escalate, but nothing happening. I am
Very disappointed and now worried about my money. I wish, had ordered elsewhere.

Ordered with an estimated delivery date of 4-7 days from date of order. 3 weeks on and the order still hadn't been dispatched (status was UPS label created but UPS had not received the package yet). Called customer service to query, who in turn contacted UPS who advised they had lost the package from the warehouse. Options given were to (a) wait for the warehouse to investigate or (b) adviser put in a new job order, meaning clock for dispatch restarts. Asked for refund and advised it will take up to 2 weeks to process. No confirmation of refund or cancellation provided, nor any updates on order status. Would avoid and order elsewhere.

We ordered our Emma Matress well back in 2019 when we moved into our first home. The matress was covered by an extensive guarantee, so we felt comfortable going ahead with what was a very expensive purchase for us at the time.

Fast forward four years and our matress developed a fault; loss of hardness on one side. This was despite rotating the matress as instructed by Emma. We submitted a claim under the guarantee in November 2023, following their instructions, and were told shortly afterwards that a new matress would be delivered and the old one removed under the guarantee.

It is now March, and no sign of any replacement matress. I have contacted customer services numerous times during this period, and have had the same response every time, that "they are experiencing delays because of factors outside of their control" (although subsequently admitting that one reason is migration to a new order management system - which is as far as I understand very much in their control...).

The current matress is now hurting my back and causing severe discomfort for my pregnant wife. Notwithstanding telling Emma this months ago, there has been no expediting of orders or anything - and this is also notwithstanding their website continues to say that delivery period is 7-10 working days.

Despite initially the matress being excellent, I would now avoid this company entirely as it is very clear they are having numerous issues.

Same problem. Order placed. No mattress and no update from company on dates or time it will be delivered. The company has obviously scaled too fast and over advertised. Avoid.
My son is currently sleeping on single rubbish mattress on new double bed. I’m going to try to cancel my order so he can actually sleep on something. Wish I’d bought mattress elsewhere.

Ordered a mattress through wowcher, witj a deliver date of 3 weeks. Date came and went, no reply off emma confirming the date, so waste a day I booked off work. Finally replied saying they were having stock issues. Got a new date of the 15th of February. Emailed them again to ask if this was correct. They said the would confirm. Never got back to me. They had an email and a text froma delivery company, telling me.they were delivering the mattress on the 16th. All day time slot untill the morning of. So booked another day off work. 10:45am of the day, I get a text and email telling me they hadn't recied the stock from Emma. What a complete joke of a company and worset customer service