Terrible service. Currently we have been waiting over 2 weeks and Emma have lost our mattress shipment and have been unable to provide us any update on when the delivery will be. Instead of taking res... See more
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Extremely good service. Delivery was good and return and collection of equally well handled. So would be 5 stars but for the mattress which was described as firm but IMO was nowhere near firm (my wife... See more
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I read a lot of reviews before choosing an Emma mattress and I liked the fact there was a good choice of sizes and types of mattress. Delivery was efficient. I needed a big mattress 1.80m x 2.00m so... See more
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Bought it in the sales but had already heard a lot about the mattress from someone in the family. The whole process of delivery and unpacking were done perfectly. The mattress, from the first night,... See more
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Company details
About Emma Colchón
Written by the company
¡Despierta lo mejor de ti! En Emma tu descanso es nuestra prioridad.
No es nada nuevo para nosotros, y nuestros Expertos del Sueño llevan años diciéndolo. Estamos orgullosos de los productos que fabricamos. Orgullosos de para quién los hacemos. Y orgullosos de que, en un momento dado, seamos la marca que mejore tu descanso.
Nuestro equipo de Atención al Cliente está a tu disposición, de lunes a viernes de 9:00h a 16:00h. Visita nuestra web Preguntas Frecuentes Contactanos Dónde está mi pedido
Emma Colchón
Written by the company
- El colchón online más vendido de Europa
- ¡Compra tu EMMA hoy y despierta lo mejor de ti! Nuestros colchones utilizan materiales de la más alta calidad que te garantizan el descanso que te mereces. ¡Por algo somos el colchón online más vendido de Europa🏆! Hazte con tu EMMA y disfruta de: - Tecnología e innovación alemana - 100 noches de prueba🌙 - 10 años de garantía⭐️ - Envíos y devoluciones gratis📦
Noches de prueba ¿Quieres saber más?
100 noches de prueba en todos nuestros productos
¿Elegir qué productos mejorarán tu descanso sin poder probarlos antes o haberlo hecho durante apenas 10 minutos en una tienda? En Emma sabemos que se necesita más que eso. Nosotros te damos 100 noches de prueba en todos nuestros productos para que te asegures, en casa, durmiendo, que Emma es realmente para ti.
¿No estás 100% satisfecho con algún producto Emma? Sin problema. Ponte en contacto con nuestro equipo de atención al cliente antes de que finalicen tus 100 noches de prueba, y tramitaremos la devolución de forma gratuita, reembolsándote el 100% del importe de tu pedido.
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3.5
Average
16K reviews
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Reply from Emma Colchón
Hola, Juan José,
Muchas gracias por tu comentario. Nos alegra mucho saber que el colchón te ha parecido bueno, cómodo y que se adapta bien a tu cuerpo. Nos llena de satisfacción saber que está cumpliendo con su función y ofreciéndote un descanso agradable.
Apreciamos que te hayas tomado unos minutos para compartir tu experiencia. Comentarios como el tuyo nos ayudan a seguir mejorando y a mantener nuestro compromiso de ofrecer productos de gran calidad y confort.
Que sigas disfrutando de noches de descanso excepcionales.
Un saludo cordial,
Equipo de Emma
Reply from Emma Colchón
Hola, Kenneth,
¡Gracias por contactarnos y compartir tu experiencia!
Nos alegra saber que el producto cumplió con tus expectativas y que encontraste una buena relación calidad-precio. Comentarios como el tuyo nos motivan a seguir ofreciendo productos que garanticen confort y calidad.
Si en algún momento necesitas asistencia o tienes alguna consulta, no dudes en escribirnos.
¡Que disfrutes tu descanso! Y que tengas un lidno día.
Atentamente,
Equipo Emma
Just fits your body...no more aches and pains.
Bought it in the sales but had already heard a lot about the mattress from someone in the family. The whole process of delivery and unpacking were done perfectly. The mattress, from the first night, has been unbelievably comfortable. It just fits your body. No more aches and pains. Even the pillows we already had are more comfortable. Our heads and necks just rest comfortably now since using the Emma mattress.
December 13, 2025
Reply from Emma Colchón
Hola, Juliet,
Gracias por contactarnos.
Nos alegra saber que todo el proceso, desde la compra hasta la entrega, fue perfecto y que el colchón Emma te brinda una comodidad increíble desde la primera noche. Que se adapte tan bien a tu cuerpo y te ayude a eliminar dolores es exactamente lo que buscamos para nuestros clientes.
También nos encanta saber que incluso tus almohadas se sienten más cómodas ahora. Tu satisfacción nos motiva a seguir ofreciendo productos que mejoren la calidad del descanso.
Si en algún momento necesitas ayuda o tienes alguna consulta adicional, no dudes en escribirnos. ¡Estamos aquí para ti!
Que tengas un excelente día.
Atentamente,
Equipo Emma
48 days no satisfactory solution
I ordered my bed on 8 November. It was delivered on the 18th November incomplete. It’s 26th December and it’s still incomplete. I’ve had over 20 conversations on Instagram with them and emails. It’s ridiculous. It’s terrible service which is a shame because the products are really good. 8 Visits to my house and the bed is still incomplete. 34 days since delivery. The email I had this morning was to speak to the chatbox !!!! If your order is not complete on delivery, I would not accept delivery. My daughter has been sleeping on a sofa since our house is not big enough to put the mattress on the floor anywhere as the bed frame has been assembled but the top part is not. What an awful christmas we have had, lots of emails, instagram messages with Emma and still no one will take charge of this issue. They are not bothered that they are in breach of EU and Spanish consumer laws. Another big company with no customer service, once they have your money they dont care what happens next. In light of this I can only assume their money back guarantee would be a nightmare if you wanted to return any beds. As for the reply below that is a load of rubbish there was no personal contact just more emails saying its on its way. DISGUSTING. Update 30th December. Once again no show on delivery to complete the bed. That totals 3 no shows and 9 attempts since delivery to complete. Thats half a years holiday leave wasted on one bed. No goodwill gestures. No one taking control of this problem over 20 different customer service representative each time say its on its way, from the correct pieces, to a sofa and a mattress ?????? no one reads anything they just send out a standard email. This is the most unprofessional company I have ever dealt with. I would not buy unless you are willing to have no customer service which means your warranty would never be honored nor the return if your not happy. I keep asking them to collect the complete order and they just keep telling me the part is on its way. After another no show to fit the missing part, they are collecting the bed as they could not send a replacement. I was told to re-order online. The mattress is out of stock so I need to keep the mattress. BUT they will not sell me the bed on its own. The only way is to buy an extra mattress with the bed which I don't need !!!! There customer service is the worst I have ever experience, polite but unwilling to help. DO NOT ACCEPT AN INCOMPLETE ORDER, INFACT JUST DONT BUY FROM THIS COMPANY.
November 18, 2025
Reply from Emma Colchón
Hola, Paula,
Gracias por compartir tu experiencia con nosotros. Lamentamos sinceramente la situación que describes y entendemos tu frustración por la falta de piezas y el retraso en completar tu pedido. Esto no refleja el nivel de calidad y servicio que buscamos ofrecer
Nos contactaremos contigo para brindarte una atención personalizada y asegurarnos de resolver tu caso lo antes posible. Ten por seguro que tomamos en cuenta tus comentarios para seguir mejorando nuestros procesos y productos.
Atentamente,
Equipo de Emma.
Inexistant customer support
I ordered a full bed structure and mattress from EMMA Colchón Spain, and the entire process has been nothing but frustrating and poorly managed.
To start, the delivery company arrived without any prior notice — I only learned they were outside when they were already at my door. I rushed home, and they began assembling the bed, assuming everything was in order. However, the wrong parts were included, and they left the bed half-built, assuring me I would be contacted to resolve the issue.
That follow-up never happened. I had to call EMMA support three different times just to get the supposedly correct replacement part ordered.
A week later the package finally arrived, but to my surprise and disbelief, it contained the exact same wrong parts again. So not only is my bed still unfinished after more than a week, but EMMA has now repeated the same mistake without offering any real solution or urgency.
The lack of communication, quality control, and customer service has been extremely disappointing. This was my first experience with EMMA Colchón, and based on everything that has happened, I absolutely cannot recommend them.
Currently in the process of returning all items received from EMMA
December 2, 2025
Unprompted review
Reply from Emma Colchón
Hola, Damien,
Lamentamos profundamente todo lo que nos has compartido. Entendemos lo frustrante que ha sido esta experiencia para ti y queremos ofrecerte nuestras más sinceras disculpas por los inconvenientes ocasionados, la falta de comunicación y la gestión inadecuada en tu pedido.
Este no es el nivel de servicio que buscamos ofrecer, y sentimos mucho que tu primera experiencia con EMMA haya sido tan negativa. Queremos asegurarte que tomaremos medidas para que situaciones como esta no vuelvan a ocurrir.
Nos pondremos en contacto contigo a través del correo electrónico para brindarte un soporte más personalizado.
Gracias por compartir tu experiencia, ya que nos ayuda a mejorar. Lamentamos nuevamente todo lo sucedido y agradecemos tu paciencia.
Atentamente,
Equipo de Emma
We don't think this Premium mattress is Premium
I don’t usually write reviews, but hopefully this helps someone. We bought the Emma Hybrid Premium mattress in size 200x200 cm. My wife and I wanted to invest in a premium mattress because we value our rest, but it doesn’t feel premium to us. These are the issues we’ve found:
1. It’s advertised as medium firmness, but in our opinion it feels more like soft firmness. Over time it seems to lose firmness where you rest your head or where you sit before lying down. We’ve already rotated it head-to-foot to see if the less-used foot area felt any firmer.
2. The mattress has quite rounded corners. We have a storage-bed frame, and you can see inside the storage because the corners are so rounded.
3. It has a slight curvature when you look at it horizontally. The middle is higher, while the head and foot areas are lower. This means you sleep slightly inclined toward the head side. It might sound minor, but it has been a big inconvenience with a baby. When trying to co-sleep using a baby nest, the baby ends up inclined, making it harder to get them to sleep because their milk comes back up. We’ve had to fix this by placing blankets underneath the nest so the baby is slightly more elevated.
4. It’s also advertised as having good motion absorption so that if one person moves, the other barely notices. We previously had an inexpensive mattress (about one-third of the price of this one), and in this regard we haven’t noticed any improvement. Our old budget mattress performs just as well as the Emma mattress in this aspect.
With all that said, it’s not a bad mattress. But it’s not what we were looking for. We thought that by buying a German product it would be premium and a mattress we wouldn’t want to replace for many years, but we’re already considering investing in a different one once we’re able to save up again.
November 30, 2025
Unprompted review
Reply from Emma Colchón
Hola, Teodor,
Gracias por contactarnos y tomarte el tiempo de compartir tu experiencia con nosotros.
Lamentamos que el colchón Emma Hybrid Premium no haya cumplido con tus expectativas, especialmente en aspectos como la firmeza, la forma y la absorción de movimiento que mencionas. Entendemos lo importante que es para ti y tu familia contar con un descanso óptimo.
Por ello, queremos recordarte que ofrecemos un periodo de prueba de 100 noches desde que recibes tu colchón, para que puedas evaluar si el colchón se adapta a tus necesidades.
Nos gustaría brindarte el soporte necesario, por lo que estamos solicitando tus datos de forma privada a través de Trustpilot. También puedes enviarnos más detalles directamente por correo electrónico a servicio@emma-colchon.es o llamarnos al +34 930 34 24 65.
Quedamos atentos a tu respuesta para ayudarte de la mejor manera posible.
Que tengas un excelente día.
Atentamente,
Equipo Emma
Really good products and service.
I wish we had been able to tell just how firm that 2 of the 4 pillows that we bought were. Returning to Germany from Spain would be too expensive for us. They are well made and delivery was quick. If you're not sure about what is right for you, check, we wish we had. Update..the company offered to advise next time. Thankyou
November 28, 2025
Reply from Emma Colchón
Hola, Hilary,
Gracias por tomarte el tiempo de compartir tu opinión sobre nuestros productos y servicio. Nos alegra saber que la calidad y la rapidez en la entrega han cumplido tus expectativas.
Lamentamos que la firmeza de dos de las cuatro almohadas no haya sido la adecuada para ti. Entendemos que el coste de devolución desde Alemania puede resultar elevado y sentimos los inconvenientes que esto pueda ocasionarte.
Para ayudarte, queremos ofrecerte asesoramiento personalizado sobre nuestros productos, de manera que puedas encontrar la opción que mejor se adapte a tus necesidades en el futuro. No dudes en contactarnos para poder ayudarte en línea y puedas comprar con mayor seguridad.
Gracias nuevamente por confiar en Emma. Tu opinión nos ayuda a mejorar cada día.
Un cordial saludo,
Equipo de Emma
So glad we chose Emma!
The items were accurately described. The delivery was ahead of schedule and the delivery driver was friendly and helpful.. 1st couple of nights I tossed and turned a bit but after that we both had an excellent sleep. The 100 day trial gave us confidence to buy a major purchase on line and the price was excellent.
November 28, 2025
Reply from Emma Colchón
Hola, Alan,
¡Qué alegría leer tu comentario! Nos encanta saber que la experiencia con Emma ha sido tan positiva, desde la descripción de los artículos, la entrega anticipada y el trato amable del conductor. Es normal que el cuerpo tarde un poco en adaptarse, pero nos alegra que ahora estés disfrutando de un descanso maravilloso.
Gracias por confiar en nosotros y por destacar la prueba de 100 noches y el excelente precio. Comentarios como el tuyo nos motivan a seguir ofreciendo calidad y servicio. ¡Que sigas disfrutando de tu descanso!
Atentamente,
Equipo de Emma
38 days 2 no shows 5visits still bed is incomplete.
The bed mattress are wonderful, but the big problem is Delivery twice the Delivery Driver’s didn’t arrive on the day so we were supposed to and my bed was missing the main supports. I’m still waiting for these and I can’t get any answer from Emma or the delivery company. 38 days 5 visits and 2 no shows and still mu bed is still incomplete. Its 28th of december and its still incomplete. Emma collected my bed and gave a full refund
November 21, 2025
Unprompted review
Reply from Emma Colchón
Hola, Paula,
Ante todo, queremos pedirte nuestras más sinceras disculpas por los inconvenientes que has experimentado con la entrega y la falta de piezas en tu pedido. Entendemos lo frustrante que puede ser esperar dos días sin recibir la visita del repartidor y, además, no contar con los soportes principales de tu cama. Esto no refleja el nivel de servicio que queremos ofrecerte.
Hemos solicitado tus datos a través de la plataforma Trustpilot para poder brindarte una atención más personalizada y resolver esta situación lo antes posible. Nuestro equipo está comprometido en encontrar una solución rápida para que puedas disfrutar plenamente de tu producto.
Lamentamos profundamente las molestias ocasionadas y agradecemos tu paciencia y comprensión. Si tienes cualquier información adicional que quieras compartir, puedes responder a este correo y estaremos encantados de ayudarte.
Gracias por confiar en Emma. Trabajaremos para que tu experiencia sea la que mereces.
Saludos cordiales,
Equipo de Emma.
Fast delivery and very good matras!
November 20, 2025
Reply from Emma Colchón
Hola, Sylvia,
¡Gracias por contactarnos y compartir tu experiencia!
Nos alegra saber que recibiste tu pedido rápidamente y que estás más que contenta con tu colchón. Esperamos que disfrutes de muchas noches de descanso reparador.
Comentarios como el tuyo nos motivan a seguir cumpliendo nuestra promesa de ofrecer el mejor descanso.
Recuerda que, si en algún momento necesitas soporte adicional, no dudes en volver a contactarnos.
¡Que tengas un lindo día y muchas noches de sueño reparador!
Atentamente,
Equipo Emma
Great service comfortable bef5
November 9, 2025
Reply from Emma Colchón
Hola, Linda,
Nos alegra saber que tu experiencia ha sido excelente y que el colchón te resulta cómodo. Comentarios como el tuyo nos motivan a seguir ofreciendo productos y servicios que garanticen el mejor descanso.
Si en algún momento necesitas recomendaciones para el cuidado del colchón o accesorios que complementen tu experiencia, estaremos encantados de ayudarte.
Gracias por confiar en nosotros.
Un cordial saludo,
Equipo de Emma.
Still not received an €800 refund
I returned a mattress totalling around 800 euros, this was months ago, and I still haven’t received a refund. They say they’ve sent a refund, but when I confronted them about the fact I still have not received it which my bank has confirmed, they just referred me to a chat bot which got me no where. Currently still fighting to get my €800 back. Would NOT recommend Emmasleep at all!
March 12, 2025
Unprompted review
Reply from Emma Colchón
Hi Becki
Thank you for reaching out and sharing your experience. We’re truly sorry to hear about the delay in receiving your refund and understand how frustrating this situation must be.
We’d like to inform you that we are currently reaching out to you via the email address registered with your purchase, in order to assist you directly and work toward a prompt resolution.
We appreciate your patience and understanding, and thank you again for contacting us. We remain committed to improving our service every day.
Kind regards,
Emma Team.
Delivery good everything arrived on…
Delivery good everything arrived on time and in full.
Loving the mattress so far but only received it so hopefully this continues I also bought the protector and quilt also.
October 5, 2025
Reply from Emma Colchón
Hola Aislinn
Muchas gracias por compartir tu experiencia con nosotros. Nos alegra saber que la entrega fue puntual y que todos los productos llegaron completos.
Nos alegra aún más saber que estás disfrutando del colchón hasta ahora. Esperamos que siga cumpliendo con tus expectativas y te brinde el descanso que mereces. También agradecemos que hayas adquirido el protector y el edredón, excelentes complementos para mejorar tu experiencia de descanso.
Si en algún momento necesitas asistencia o tienes alguna consulta, no dudes en contactarnos. Estamos aquí para ayudarte.
Saludos cordiales
Equipo de Emma.
Reply from Emma Colchón
Hi Julia,
Thank you for leaving your review.
We're delighted to hear that you're happy with your mattress and our communication. Your satisfaction means a lot to us. Enjoy your great nights of sleep.
Kindest regards,
Emma Team
This mattress and guarantee are a con
This mattress and their guarantees are a con.
I bought this mattress only to see the foam start to dent and the badly dip after just a few months. This was leaving me with a crooked back when I woke and now a perpetual bad back. Plus the mattress is very uncomfortable as I'm needing to sleep over a massive dent.
I contacted Emma, shared my order details which I'd saved, and they accepted that it had deformed yet refused to honour the guarantee because I'd moved from Spain to the UK.
TO CONFIRM, EMMA SELLS IN BOTH SPAIN AND THE UK, BUT THEY USED THIS TECHNICALITY TO VOID THE GUARANTEE.
So now I'm left with a overpriced, lumpy, piece of foam crap.... The only worse thing than Emma's mattress being their lumpy piece of crap guarantee.
October 9, 2025
Unprompted review
Reply from Emma Colchón
Hi James,
Thank you for reaching us out.
We're truly sorry to hear about your experience and the discomfort you've had with your mattress that's certainly not the level of quality or service we aim to provide. We'd like to offer you a solution.
Regarding your case, the warranty conditions are indeed linked to the country of purchase, which can cause complications if the product is moved internationally. Even so, we'd really like to take another look to see how we can best assist you. So, we will make a request of information.
Thank you for sharing your feedback, it helps us improve and better support out customer in situations like yours.
Kindest regards,
Emma Team
Emma mattress topper
I bought the Emma mattress topper for my mattress and it was amazing. I started sleeping through the night and absolutely love it! So much so, I bought another Emma mattress for my guest room
February 13, 2025
Reply from Emma Colchón
Hi Ross. ⭐
Thank you very much for sharing your experience with Emma. We're glad to hear you're enjoying our products, and we hope you continue to do so for many years to come.
Thank you for trusting Emma! 🧡
Team Emma.
Absolutely terrible experience with…
Absolutely terrible experience with Emma. The collection process has been a complete nightmare. They turned up at my house several times without any notice while I was away, so of course nothing got collected. After endless attempts to reach someone, I finally managed to confirm a new date on the phone — but again, nobody showed up.
When they eventually came (after countless ignored WhatsApp messages and calls), they didn’t even give me the collection document I was supposed to sign. That means I have zero proof the mattress was collected, no confirmation, and no guarantee that I’ll ever see my refund.
So right now, they have my bed, and I have nothing — no money back, no paperwork, no trust in this company. It feels careless, unprofessional, and completely disrespectful to customers
September 22, 2025
Unprompted review
Reply from Emma Colchón
Hello Claudia,
Thank you for reaching to us.
We're truly sorry for the delay in our response and for the inconvenience you've experienced during the collection and refund process. This is far from the smooth, reliable service we aim to provide. We understand how upsetting it must be not to receive proper notice, confirmation, or documentation. We are here to help you.
Likewise, we will send you a request of information, so we can assist you directly by email. Your feedback is extremely valuable and will help us prevent situations like this in the future.
Thank you for bringing this to our attention we will do everything we can to resolve it quickly.
Best regards,
Emma Team
We ordered our Extremely disappointing service mattress on the…
We ordered our Emma mattress on the 15th of September, with delivery advertised as 5–10 days. On the 8th day, we received an email saying that “due to logistical issues” our mattress would now be delayed by a further 4 weeks. This simply isn’t good enough.
Why are mattresses being sold that clearly aren’t in stock? Customers should be told upfront if there’s no availability, rather than being misled with unrealistic delivery promises.
We were offered a refund or to wait, but realistically we have no choice other than to wait. The whole experience has been dreadful and it’s not a service we would ever trust or buy from again.
September 15, 2025
Unprompted review
Reply from Emma Colchón
Hi RJ,
Thank you for sharing your experience with us.
We are deeply sorry for the situation you experienced with the delivery of your order. We understand how frustrating it must have been to receive a delayed delivery notification after having relied on the advertised delivery time.
We want to help you resolve your situation, so we will contact you via the email associated with your purchase. If you don't see our email in your inbox, please also check your spam or junk folder.
Best regards,
Team Emma
Really quick and smooth delivery
Really quick and smooth delivery. Good quality product!
September 22, 2025
Unprompted review
Reply from Emma Colchón
Hola Janka,
Gracias por contactarnos y por tus comentarios positivos.
Nos alegra saber que estás disfrutando de tu pedido y que la entrega se realizó de manera adecuada. ¡Es genial saber que todo ha ido bien!
Comentarios como el tuyo nos motivan a seguir ofreciendo noches de sueño reparador a más personas.
Recuerda que si en algún momento necesitas apoyo, no dudes en contactarnos.
Te deseamos un lindo día.
Atentamente,
Equipo de Emma
Disastrous!
An absolute disastrous company! The product arrived damaged and then I had to wait for an eternity for a replacement, which never arrived! I gave up after 10 weeks and went elsewhere. There was almost no customer service and the agents all appeared to be completely overloaded which is a really bad sign! The system of getting in touch with the company did not use AI and every time you contacted them it would generate a new ticket and I think because of this the customer service agents were drowning in requests. There was clearly a logistical and production problem from Germany and there was no clear answer from the business. As a client you can manage your own expectations if you are receiving honest and clear answers. You expect great customer service when you are paying so much for a product! However,you can only judge a company's customer service when there is a problem, and in the case of Emma their customer service sucks!!! In the end after endless contacts and phone calls I lost the will to continue and gave up. I went to another company and was treated excellently and got a new bed in 24 hours. Emma seriously need to treat their customers better and need to invest more in their business processes. The impression they give is that they don't give a damn about their clients! Go elsewhere, if you want to be treated as a valued client!
July 2, 2025
Unprompted review
Reply from Emma Colchón
Hello Mark,
Thank you for contacting us.
We are truly sorry for the delay in a response and for the negative experience you had with our company. We understand your frustration regarding the damaged product, the long wait for a replacement that never arrived, and the difficulties you faced with our customer service. Furthermore, we want to give you a solution as soon as possible
Your comments about our communication system and the lack of clear answers are very concerning to us. We sincerely apologize for not meeting your expectations and for the inconvenience caused. We would like to send you an email to assists you better.
Thank you for your honesty and for giving us the opportunity to learn from this situation. We are committed to improving and providing a better experience for all our customers.
Sincerely,
The Emma Team
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