Emma Colchón Reviews 

I had an extremely frustrating experience with Emma Mattresses. After placing my order and waiting weeks with no updates, they preceeded to delay it for over a month and later abruptly cancelled my order without any prior notice or explanation. I never requested a cancellation, and after such a long delay, this is completely unacceptable. Their lack of communication and disregard for customer service has been highly disappointing. I wouldn’t recommend this company if you're expecting reliability or transparency.

Perfect mattress, great delivery process, great delivery staff.

Fast delivery and very comfortable

Just received an invitation to be an Emma Colchon brand ambassador. Are you JOKING????

We are in Spain and have one Emma mattress that we bought in May. We ordered three more and a cama abatible on September 11. No communication until we were notified yesterday (October 15) that our entire order was cancelled because of "supply issues."

No way to talk to anyone about options. Sent an email to customer service on October 2 that was acknowledged but not responded to. Social media links go nowhere. Can't even find them on Twitter anymore. Seems like they are going out of business and/or don't care at all about their customers' experience.

Fortunately we paid via PayPal and were informed that our money will be refunded this week. Of course they have had our money for over a month.

UPDATE: It's all good and well to have Freddy from Emma's customer service get in touch, but it's really too little too late. We thought we would have three mattresses by now. I sent an email to the customer service address listed on the website. I got no response for two weeks and then, out of the blue, we are informed by email that our order was cancelled. No way to contact anyone to ask a question, no way to determine if part of the order could be delivered, just dead ends.

It is a terrible pity that the first interaction I was able to elicit from the company is after a 1 star review.

2nd Update: Thank you Freddy. I don't envy your job.

I ordered a sofa bed from Emma on 31/8 after being recommended this company. After waiting more than 3 weeks the delivery appeared to be lost by XPOand the only solution given was cancellation or reorder I reordered on 1/10 but have no invoice or details saying when the delivery will be contacting Emma is virtually impossible and as of 4/10 I have no idea when or if I will receive my delivery

The mattress is deformed after 1 year and a half of use on my wife’s side and she weights… 55 kg only…. Funny that on my side it’s ok.
I get no answer, they never pick up the phone… I only get some answers trough the web chat but they always tell me to send an email without luck. No accountability. EDIT. After posting this, I have been contacted and they have offered to send a replacement. I will amend my rating once the replacement has arrived, still it’s quite annoying that I need to come here to give you a bad review to get you guys working. The mattress is fine and good, service not so much. NEW EDIT: Still waiting for an answer to my emails... They told me 2 weeks ago we will get a new mattress but no one contacted us again.... VERY POOR SERVICE :( NEW NEW EDIT: Still waiting and waiting... sleeping in a bad mattress... Last EDIT, I got the new mattress after a month... They wrote the email wrong so I had some trouble with the delivery but they kept their word. Sadly the process is too long and stressful, but as I said, I got my mattress and its as good as the other one, hopefully this one will last ;)

Terrible company you cannot reach them by phone; chat line is a joke; email just receives a reply telling you her name is Alba and asking you to give your information No reply ever. XPO transport company keeps announcing a delivery which never Materialises and you can't reach them or XPO to be avoided all costs

The website was really easy to use and fully informative regarding its product. Delivery was scheduled and arrived on time and the mattress and pillows lived up to our expectations in terms of quality and comfort.

I ordered my mattress, which arrived promptly. I had to send it back and it was collected quickly and communication was good. Emma terms state that a refund will be processed within 21 days. I sent Emma the relevant paperwork on the day it was collected and have had no communication since. I have emailed 5 times, I have used the chatbot and no one gets back to me. The 21 days have passed, so Emma now has the mattress and my money. A disgraceful way to treat customers. I shall be pursuing legal action to get my money back. It's a shame as I was going to order a different mattress to try!

UPDATE - a few hours after posting this review and getting a response from Emma, someone came back to me and confirmed that my refund had been processed. I have now received my money back.

The excuse I was given was that my email went to the wrong department - which is difficult to comprehend, considering there is only one email address and I provided evidence of collection by replying directly to the email that I was sent, asking me to do so.

As mentioned, I was going to buy another mattress as the products are good. However, knowing that post-purchase customer service is pretty much nonexistent, is enough to put me off any future purchase.

Mattress arrived very promptly, well packaged and easy to open. Extremely comfortable and after 2 nights we are both much more comfortable and sleep well. Excellent service, good price and we definitely will recommend to other people.

Very comfortable and a good quality product. Also reasonable price.

Very quick response to our order, mattress arrived the day before the promised delivery date so no complaints there. There was damage to the box the mattress came in but it had not affected the condition of the mattress.

Very quick delivery. Happy with our new mattresses. Good value compared to similar. Would recommend to friends.

Excellent mattress would highly recommend

How to contact a company with no e-mail or phone number? It's hilarious that they say "contact us" when there is absolutely no way to do so.
I was going to place a order with this site but so happy that I checked the reviews here beforehand and realizing its a copy/paste answer to all the reviews.

Fraudster company, beware folks.

I bought one of the sofa beds from Emma spain, paid €1100 or so. On delivery day they wouldn't take it up two flights of stairs, claiming i hadn't paid for that - it would have been nice for them to tell me that was extra.

Anyway, the sofa bed was not to my satisfaction. As a sofa it was not comfortable for me. I requested a return and they came and collected it. Its now been 6 weeks since the item was collected and I have not received a refund.

I have emailed numerous times and gotten no reply. And of course, theres no phone number obvious on the website, and the chat bot never appears (and i have tried multiple PCs and browsers).

I'll be contacting my lawyer if i do not hear back to my latest email, sent just now.

________________________________
Update : Emma finally contacted me, through Trustpilot, and sorted out my refund. There was no mention of why it went cold and no one replied to my emails prior to raising it on here, but I am glad that they have finally repaid the money.

Given them 1 star more due to their prompt reply, but disappointed that I had to complain here to get a resolution.

Thank you.

My girlfriend and me placed a order for a bed and matress package with pillows and everything a few days ago for 1437 euros, we choose to pay trough aplazame luckily and 4 months to pay it.
We did not check trustpilot unfortunarely before we made a order because the website looked authentic and they had their own reviews on the site which we thought was real. (Clearly it's not).

We cancelled the order straight away before it was even processed when the order was only recieved by them.
However, the money disappeared from my account and there is no e-mails from them or anything back. (Scam alert)

I called by bank to tell them that I have to open a dispute with them trough VISA and file a report to the police about fraud. They told me to give them a few days to get back to us before we go to the police and start the dispute.

If they do not contact us back they will be in big legal trouble very soon!

Stay away from this company that uses a bot to respond to you here in the comments and trough their horrible "support". The whole company is a big fraud, they take your money - remove your order from the site and act like nothing ever happened.

Karma will come for you at Emma-Colchón, in Jesus name I pray this.

Totalmente recomendable

Marravilloso