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
Company replied
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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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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As advertised it is exactly as promised
As advertised it is exactly as promised
The bed arrived on time and as promised. It is unbelievably comfortable and I’ve slept soundly.
April 10, 2025
Reply from Emma Colchón
Hello Yvette,
Thank you so much for your lovely message, it truly made our day!
We're absolutely thrilled to hear that everything arrived on time and that the bed is living up to its promise. Knowing you've been sleeping soundly and comfortably is exactly what we hope for
If you ever have any questions or need anything down the line, we're just a message away.
Wishing you many more nights of blissful sleep,
Regards,
Freddy from Emma Team
Very comfortable mattress
Very comfortable mattress. Side sleeper and front sleeper here and I have such a good night's sleep. It's supportive and firm yet springy and soft. The layers of foam make it super soft like a cloud. Great quality. Highly recommend.
March 20, 2025
Reply from Emma Colchón
Hello Fae,
Thank you so much for your kind words! We’re thrilled to hear that you’re having such restful nights with your new mattress. It sounds like it’s the perfect fit for your sleep style—firm yet soft, with just the right amount of support.
Your recommendation means the world to us, and we're so grateful you chose Emma for your sleep needs. If there's anything else we can do to ensure you continue to have great sleep, just let us know!
Wishing you many more nights of cloud-like comfort!
Regards,
Freddy from Emma team.
Matress is sunken after some years
The service is pretty good, they changed my first matress since it was so hard for me. The new was was very confortable. The problem is that the mattress has sagging after 2 years. My back no longer rests well. I need to get new one. Editing:
The warranty (10 years) is not covering my issue after sending videos and photos, emma does not have do correct way to verify it. No solutiong given for that.
March 3, 2025
Unprompted review
Reply from Emma Colchón
Good morning, Omar.
We are sorry to hear about the problems you are having with the quality of the mattress. I wanted to let you know that I will be in touch with you during the day to investigate your case and help you in the best way possible. If you have any questions, don't hesitate to contact us, we'll be here to help, have a great start to the week!
Best regards,
Victor from the Emma team.
Disappointed
For the moment i don’t like this mattress much. Too soft and boum y, and we can’t feel the memory foam. Also it feels ive been fooled on the price, as they are always on massive discounts. I’ll be sending it back.
This should also explain why they don’t have any review on this mattress on they website.
March 22, 2025
Reply from Emma Colchón
Good morning, Julien!
We are sorry to hear that the mattress it's not to your liking, and that it doesn't fit you so well. I wanted to let you know, we contacted you several days ago, and we haven't heard from you yet. If you still need help, please, do not hesitate to contact us, we will be happy to help you.
Best regards,
Victor.
Gracias Víctor!!!
Thank you Victor. Victor, the first person from Emma to make contact and be so polite, professional and interested to help. He called me and now the issue is being dealt with - hopefully I can upgrade the review
March 14, 2025
Unprompted review
Reply from Emma Colchón
Good morning, Jota!
We're sorry to hear about the inconvenience you're having with the mattress and box spring collection. I wanted to let you know that I will be in contact with you during the course of the day to investigate your case and help you in the best way possible. If you have any questions, don't hesitate to contact us, we'll be here to help you, have a great day!
Best regards,
Victor from the Emma team.
Reply from Emma Colchón
Hola Juan,
Lamento mucho escuchar que tu experiencia con nuestro servicio post-venta no ha sido la que esperabas. Para nosotros, la satisfacción de nuestros clientes es una prioridad, y quiero pedirte disculpas si no cumplimos con tus expectativas.
Agradecemos sinceramente que nos hayas hecho llegar tu comentario, ya que nos ayuda a identificar áreas en las que podemos mejorar. Como hemos conversado vía telefónica, he realizado un nuevo envío de Topper, te he enviado un correo con toda la información.
Gracias por darnos la oportunidad de mejorar, y esperamos poder resolver este inconveniente a la mayor brevedad posible.
Quedo a tu disposición para cualquier consulta adicional. Que tengas un buen día.
Un saludo,
Freddy del equipo Emma.
Best mattress pack ever!!!
First of all, it arrived very quick, second the guys were extremely professional and did what I would've done in 2 hours on my own in 15 min, and third, I don't want to get out of my bed in the morning!! The best mattress I had so far!!!! Thank you so much!!! I told everyone about it!!! 😊😊😊
February 28, 2025
Reply from Emma Colchón
Good morning, Silviu!
Thank you very much for your very positive comment. We are very happy to hear that pack canapé arrived quickly, that the Customer Service was very professional, and that the mattress it's the best for you. If you have any further questions, please don't hesitate to contact us, we'll be here to help - have a great week!
Best regards,
Victor from the Emma team.
Easy fast reliable
Easy, fast and perfect!
What else?
Good guarantee and after sale service.
February 27, 2025
Reply from Emma Colchón
Good morning, Gerd!
Thank you very much for your very positive comment. We are very happy to hear that the topper was very easy for you to buy, that it arrived quickly and that it is perfect for you. If you have any further questions, please don't hesitate to contact us, we'll be here to help - have a great day!
Best regards,
Victor from the Emma team.
Return and refund process bad
Ordered a 180x200 mattress and we were really looking forward to it arriving as we just had a new baby and the old mattress was so bad. Waited three weeks and then we opened it as instructed fir 24 hours, placed on the bed icky to find they put a 200 x 200 in the box that said 180 x 200.
We were so disappointed but it did not end there. We found another supplier online selling them cheaper so we reordered. This turned up fine however, trying to return the old one to get our €600 redfund has been a painful experience. We ordered the mattress at the start of December and have been trying to return it for four weeks now. Each time we phone and get an apologie and told somebody will be in touch. They still have our money and we still have a huge useless mattress taking up so much space in our bedroom.
In terms of a review, this is not a medium mattress, I would say medium hard. Just so people expect what they ordered.
February 9, 2025
Unprompted review
Reply from Emma Colchón
Hi Ray,
I am so sorry to hear about the experience you have had with your order, I really understand how frustrating it must be, especially as it is such an important situation following the arrival of your baby. We really appreciate you writing to us and sharing all the details of what happened, and I apologise for the inconvenience.
Unfortunately, things don't always work out the way we expect them to, and in your case, we clearly did not meet your expectations or the standards we strive to provide. It would be possible for you to provide us with all the details of your order so that we can evaluate your case and provide you with a solution.
Thank you also for your comments about the hardness of the mattress. We take note of your feedback so that in the future we can provide a more accurate description and help other customers make informed decisions.
Thank you very much for your patience and I am sincerely sorry for all the inconvenience. We look forward to hearing from you. Have a nice day.
Best regards,
Freddy from the Emma team.
THIS IS THE SECOND MATTRESS I HAVE…
THIS IS THE SECOND MATTRESS I HAVE BOUGHT THE DELIVERY THE PACKAGE AND THE QUALITY OF THE ITEMS ARE ALL EXCELLANT
January 25, 2025
Reply from Emma Colchón
Good morning, Jillian!
Thank you very much for your very positive feedback. We are very happy to hear that the mattress arrived very quickly, and that the quality is excellent for you. If you have any questions, please don't hesitate to contact us, we'll be here to help - have a great day!
Best regards,
Victor from the Emma team.
Excellent delivery service & the…
Excellent delivery service & the mattress is very comfortable. However, I bought the more expensive one that disperses the heat & keeps you cool. It is January & the mattress makes me so hot that I am throwing off the duvet every night.
I dread to think what it will be like come the summer.
How do I even know if I have been sent the correct mattress & not the basic one as there are no labels on it stating which mattress it is??
I don't know how to contact anybody to help solve my issues.
January 30, 2025
Reply from Emma Colchón
Hi Anne,
Thank you so much for taking the time to share your experience. We are glad to hear that you were satisfied with the delivery and that the mattress is comfortable for you. However, I am very sorry to hear that you are experiencing heat, especially when you were expecting the heat dispersing mattress to keep you cool.
As for your concern, it would be best to send you an email requesting pictures of the mattress and its label, which I will direct you to where it is located. Even if the mattress is not labeled, we can verify it with the foam layers it is made of.
We want you to be completely happy with your purchase, so we are here to help you find a solution. Thank you again for your understanding and for choosing us. I look forward to hearing from you. If you have any other questions or concerns, please don't hesitate to ask.
Best regards,
Freddy from the Emma team.
Emma Hybrid Termolux Mattress
Item Order - Hybrid Termolux Mattress
I can honestly say this is the most comfortable mattress I have ever slept on.
The firmness is just right for me. The topper is soft to let your body sink in a little but overall there is a firmness that keeps you supported.
From the very first night I woke up feeling like I had had a good rest.
The first few times of using, I did wake up with a slight ache in my hips and back but after a few nights, my body adjusted and now there are no such issues.
The mattress does retain body heat which is very welcome during the current colder Winter months! Remains to be seen how it performs in Summer.
The ordering processed was straight forward and the mattress was delivered in 3 days (mainland Spain).
I was a bit sceptical about ordering this mattress but I'm glad I did and would recommend it
January 14, 2025
Reply from Emma Colchón
Hello David,
What a pleasure to read your comment! We are thrilled to hear that you found the rest you were looking for in our mattress. It's great that the firmness and topper were just what you needed for good support during the night.
We know that the transition to a new mattress can be a bit challenging, so we're glad to hear that after a couple of nights, your body has adjusted and you're now enjoying a restful sleep.
We also really appreciate your observation about heat retention. It's something that, especially in winter, can make a difference, but as you say, it will be interesting to see how it behaves when the warm weather arrives!
We are very happy that everything went smoothly, from ordering to delivery, and that you were encouraged to make the purchase - thank you for your trust and for recommending us! Your feedback is very valuable to us.
If you need anything else in the future, don't hesitate to contact us - we wish you many nights of restful sleep!
Best regards.
Freddy from the Emma team.
Nightmare experience
Bought a mattress and bed frame, the company delivered two (!!) mattresses in December, instead of one, with the bed frame expected to be delivered in early January. Despite my contact the previous week to ensure that everything was set for this, and that the extra mattress be removed, nothing happened and no new date was provided afterwards.
Having decided to cancel the orders due to the lack of information and poor customer care, and following a dozen emails, phone calls and even a store visit, I never got a straight reply to have this mess sorted out. I was even told that they are always responsive, and that they had called me before. We already provided two phone numbers, and have had zero contacts after the complaints.
We just want to cancel the orders as is our right, have the items, including the mattress we did not order, removed from the house, and be reimbursed for the purchases.
This is by far the worst customer experience I ever had.
January 27, 2025
Unprompted review
Reply from Emma Colchón
Good morning.
We are sorry for the inconvenience you had with the delivery of the products. I wanted to let you know that I will be in contact with the relevant department to let them know of your situation, and that they will contact you as soon as possible. If you have any other queries, please do not hesitate to contact us, we will be here to help you. Have a nice day!
Best regards,
Victor from the Emma team.
100 return policy is a scam
100 return policy is a scam. We received canape and matress on 22 November (more than two months after it was ordered!). When we tried to return it today 26 January (simple count 65 days later), we get a message that the trial period is over. Order 0012-TXXMQX
January 26, 2025
Unprompted review
Reply from Emma Colchón
Hello Maria,
Thank you for sharing your experience with us. We are very sorry to hear that you are unhappy with the return policy and completely understand your frustration due to the time that has elapsed since your order.
We would like to offer our apologies for the inconvenience you experienced with the delivery of the canapé and mattress, as our goal is to ensure that all of our customers enjoy fast and efficient service. We understand that the delay in delivery has caused confusion regarding the return period, and therefore we are willing to review your case on a case-by-case basis.
After checking in the system, we have verified that it is an error, I have generated the return of your order and I have sent you an email with all the information. If you have any other questions or need additional assistance, please do not hesitate to reply to the email. We are here to help you.
Best regards,
Freddy from Emma team.
Nefasto, pesimo la verdad no lo recomiendo para nada
Following on from my review 24 Dec 2024. We are still waiting for a solution. How many email's do we need to send. How many times do we need to try and get in touch with you. How many reviews do we need to write before you give us what has been ordered and what we are currently paying for?
December 24, 2024
Unprompted review
Reply from Emma Colchón
Hello Gary,
Thank you for your email and for sharing your concerns. We sincerely regret that we have not been able to resolve your request so far. We fully understand how frustrating it can be to wait for a solution, and we apologize for any inconvenience caused.
I want to assure you that we are working to resolve it as quickly as possible. I will send you an email with all the information on your case. We thank you for your patience and for giving us the opportunity to attend to your request. We know how important it is for you, and we are committed to offer you a satisfactory solution in the shortest possible time.
If you have any other questions or details that you consider relevant, please do not hesitate to reply to the email. We are here to help you. Have a nice day.
Regards,
Freddy from Emma team.
We received a non-existent size
We received a non-existent size mattress, 170x193cm instead of 180x200cm. We would understant if it was 160x180cm, but the size 170x193cm doesn't even exist according to standard size tables.
We opened a return case with Emma and wrote a separate email about the situation, but not response from them.
We hope they will respond quicker with this public feedback.
January 1, 2025
Unprompted review
Reply from Emma Colchón
Good morning, Leva.
We are sorry for the inconvenience you are having with the mattress you received. I would like to kindly ask you to resend us the information about your purchase, mainly your order number, to be able to find your purchase in our database. With the current information you sent, we are not able to find you. If you have any questions, please do not hesitate to contact us, we will be here to help you, have a nice day!
Best regards,
Victor from the Emma team.
The mattress is quite sophisticated
The mattress is quite sophisticated. Great product! I bought the essential pack; however, the bed frame is not as expected. Compared to other brands, the Emma bed frame is a bit lower in quality. The outer material is easily tearable.
January 12, 2025
Reply from Emma Colchón
Good morning, Vinoth!
Thank you very much for your very positive feedback on the mattress. We are sorry to hear that the bed was not to your liking. I wanted to let you know that the products were delivered to you a couple of days ago, so you are still within the trial period, should you wish to return it. If you would like to return it, I recommend you contact us, we will be here to help you, have a great day!
Best regards,
Victor from the Emma team.
Reply from Emma Colchón
Hello Peter,
What a pleasure to know that everything arrived on time and as expected! Your satisfaction is very important to us, and we are so glad you had such a positive experience.
If you need anything else in the future or have any questions, please don't hesitate to drop us a line - we're always here to help!
Thank you for choosing us, and we hope to continue counting on your trust! Have a great week.
Best regards,
Freddy from the Emma team.
Quite firm but supportive mattress
I give four stars because for me it's almost five for comfort but for my husband it's a little too hard. We're used to a softer mattress. Even on a slatted base it's quite firm but thankfully not too hard. Overall, we're impressed with the quality of a mattress from a roll.
December 27, 2024
Reply from Emma Colchón
Hello Laura,
Thank you so much for your review! We are so glad to hear that you are impressed with the quality of the mattress, especially considering it is from a coil. We really appreciate your words about the support and firmness, we know that everyone has different preferences when it comes to choosing comfort level, so we understand that for your husband it may be a little firm.
It's great that, despite everything, you find the mattress is still comfortable. We really value your feedback and hope that, over time, you will adjust to the firmness and continue to enjoy your rest.
If you ever have any other questions or comments, we're here to help!
Regards,
Freddy from Emma Team.
not existing customer service
I ordered and paid products for approximatley 2.000€. At the day of delivery the delivery company called and said that some products are damaged and therefore they will not deliver them but send them back. 10 days later they called again at 7:55am asking whether I am at home this day so they can deliver. I confirmed but they never delivered and have not even picked up my phone calls. Since then I sent various messages and complaints to Emma but with no serious feedback. Just auto messages like dear valued client there are some delays, we are very sorry and will contact you asap.
December 13, 2024
Unprompted review
Reply from Emma Colchón
Hello Lorenz,
First of all, I want to thank you for taking the time to tell us about your experience. I am sincerely sorry that you had problems with the delivery and that we have not been able to offer you a quicker and more direct solution so far. We fully understand how frustrating this situation can be, especially after the wait and effort of contacting us without receiving an adequate response.
I want you to know that we are taking note of your case and are committed to investigating what happened with the courier company. We know how important it is for you to receive the products you have ordered, so we will send you an email with information regarding how we are going to solve your situation.
Thank you very much for your patience and understanding. If you have any other situation, please do not hesitate to reply to the email, we will be happy to help you. Have a nice day.
Best regards,
Freddy from the Emma team.
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