Emma Colchón Reviews 

Its much harder than I expected. I wake up every morning with pain in my lower back which I never did before.

Fast delivery, comfortable mattress

This is a second emma mattress for us, in the UK and Spain, they guarantee a pain free restfull night.

I have not received yet the mattress, but the whole buying experience I am going through is a total nightmare for a product which is 400€ worth. Basically, I do not have any follow up as to where is my order, and after calling Emma to have my money back, they are telling me they need to first know where the order is. So the current situation is:
1. I do not know where my mattress is because GLS is not responding or sending emails. It is impossible to contact them.
2. Emma does not give me my money back because they say GLS is not getting back to them either.
3. I am without my order, which I needed.

I do not know if the mattress is actually good or not, but what I can tell is that they do not really care about customers once a sell has been made. Customer service from Emma's side was nice, but they did not solve the issue, showing no intention from the company to solve customer's issues.
It is the first time I am that frustrated to leave a negative review to a company, but I really think they should change GLS as logistic partner, they are ruining their brand reputation because of that.

I will never recommend it!

Descanso perfecto

Issues with shipping and EMMA made every effort to correct the problem ASAP.

WARNING - DO NOT BUY FROM EMMA SPAIN!

I purchased an Emma mattress online, however when it was delivered, it came only in the plastic wrap, not an Emma Box (I have had these before and they are usually in a box), anyway we opened it to find a tear and several stains on the top cover.

I immediately got on to them via the live chat, and they told me to email them with the pictures etc, so I did. They then made me wait for 6-days to reply - even though I went back on the live chat to ask what was going on about 3-times! To be told, we will get back to you, but we are busy!!!

The email reply was to tell me what would need to happen, and that was if I wanted it exchanging, they would arrange for a delivery company to do so within a week, then I had to send the collection note to Emma, who would then arrange for a new one, which again could take a minimum of another week based on the first delivery.

I told them that I had thrown my old mattress away when I knew this one was coming, so what would I sleep on? and could they not bring a new one and take the other one away at the same time - No they said!! (even though they will use the same courier to do both the collection and delivery) - I then said after more than a week of wanting a resolve, ok can you just send me the new top cover and I will leave it at that - No they said, we cannot do that!!

I am absolutely fuming at their customer service - I paid my money and not only received a damaged product, but then to have to wait over a week for just a reply is utterly disgusting - and not even any give and take to ensure I dont have any further inconvenience!!

This whole experience has completely put me off ever buying from Emma again!

Victor - I have replied now with my order number, email and full name as requested.

I have changed my review as I have been contacted by the support team, put in my order and I am happy with the product. (fitted sheets with high thread). I couldnt buy 150 x 190 sheets anywhere else!
I did find the robot chat very frustrating, but think I couldn't progress because I did something wrong probably! Cant we stick to humans?

Update as of 22-APR-2024:
Emma has responded that the mattress protector cannot be returned as 1) it was opened and 2) the 14 day standard return policy have lapsed. To me, this is incredibly disappointing given that Emma shipped the products in such a way that they cannot be assessed without opening the box, and further were several weeks delayed with their delivery. At this point, I can only recommend others to shop elsewhere as product experience has been mixed and customer service unacceptable.

Re. 1) - the mattress protector was delivered in a cardboard box. No plastic or paper wrapped around it. All I've done is to open the cardboard box to assess the product and then expressed my interest in returning it. This seems unfair that a customer cannot even see the actual product without voiding the return policy.

Re. 2) - as mentioned in my review, the delivery time provided on the website (as well as the confirmation email) were both off by +1 week. As a result, I was out of the country when the order was delivered could therefore not adhere to the 14-day policy on the mattress protector. I've previously expressed this in my direct communication with Emma customer serivce agents.

Original review:
I ordered a mattress and a mattress protector from Emma this spring. When placing the order, the website stated expected delivery time was a few business days. However, the confirmation email stated that delivery would be approx 6 weeks. Actually delivery was about 4 weeks after order.

Upon receiving the order, I found that the mattress was nice but the mattress protector was not as expected. To me, the mattress protector felt too plasticy/rubbery to the touch so I never used it and kept it in the original packaging. I expect it's perfectly fine for others and just a matter of personal preference, so no problem there.

Upon requesting the return, Emma informed me that the trial and return policy is only applicable for mattresses. I informed the customer service agent that the mattress protector had never been used or washed, and I could ship it back in its original packaging. The agent would still not allow me to return the product. On Emma's website the return policy states that accessories such as bedding and mattress protectors can be returned if unused, which I also stated in my correspondence. The agent has now stopped responding and I'm left unable to return the mattress protector.
This is frustrating as Emma boasts a favorable return policy, which is exactly what made me choose them in the first place (especially when the mattress protector is priced at 160 EUR). I generally found the agent to be unhelpful as they kept giving me a standardized answer but not taking my questions or comments into account.

Totalmente recomendable

Great order proces, communication, delivery and most of all; a great bed!

Very punctual and efficient we love our mattress comfortable and very light and also very good customer care 😀

I ordered a full Emma package from my home in Scotland and asked it to be delivered to my house in Spain. I called Emma in Spain directly and was connected to a young man called Matius. In this world of appalling customer service cases Matius provided the best customer service experiences I’ve ever had. There was a slight delay with the delivery company ( nothing to do with Emma) and Matius called me and mailed me on a daily basis to keep me updated. Thank you Matius. Not only do Emma offer amazing customer service there products are pretty amazing as well. Highly recommended.

We bought an Emma hybrid premium plus mattress from Emma Colchon Spain on April 4th, 2023, and took delivery on May 23rd. This turned out to be one of the worst decisions I have ever made. I have previously bought an Emma mattress in London through John Lewis, and was delighted with it. So I decided to purchase another mattress as we were moving to Spain and decided to buy the hybrid premium + as it was advertised as having thermoregulatory technology!!!!. Due to the temperatures in Spain we thought that this could only be a good thing. Unfortunately, it was a few months before we got around to using it. Well, the thermoregulatory technology didn't seem to make any difference, and more importantly it is so uncomfortable I'm unable to use this
as it gives me severe back pain due to how firm/ hard it is.
More importantly, Emma Spain offer only a 100 day trial and in every other country it's 200 days !!!!. What appalling double standards and a very good reason not to buy in Spain.
The customer service I received was appalling and no solution was offered. If I had bought through John Lewis London this would never have been the case as their customer service is faultless.

I certainly wouldn't recommend Emma due to not only the bad customer service, but the double standards of a different trial period in Spain.

I strongly advise anyone not to buy this brand .
The reply from Emma customer service,
Hello Phillip, very good morning.

I am contacting you from Emma mattresses after seeing your comment on TrustPilot. We're sorry to hear you had issues with our return policy and the comfort of the product.

Please note that our return policy states that it is possible to return products if they do not meet your needs as long as they do not exceed 100 nights of testing in Spain, and your mattress to date has been purchased 302 days ago, so we are sorry to say that we cannot activate the return policy.

The most I can do for you is to recommend another mattress. In this case I recommend you take a look at our Emma Hybrid Elite mattress, medium-low firmness, 27 cm high that combines pocket springs with viscoelastic foams. It adapts completely to the shape of your body thanks to its innovative AirGrid gel technology.

If you have any other questions, do not hesitate to contact us again, we are here to help you.

Have an excellent day!

You call this customer service!!!!
Why haven't you answered as to why you have 2 return policy's, Spain being 100 days and everywhere else 200 days.

Also if you looked into my original contact with Emma Spain you would see that in was within 200 days. I haven't asked you to accept a return, I posted my review as I'm very unsatisfied with the lack of service I have received. And if this is what you regard as a solution, them I'm appalled and obviously right about Emma's customer service. I also take great offence to your suggestion that I should waste more money buying another mattress. I originally bought this mattress in good faith and expected it to be satisfactory to my needs.
I can understand why I have seen so many bad reviews and I hope when people read mine they will think twice before purchasing your mattress or at the very least question why you have different return policy's for Spain to everywhere else.
A very disappointed and lost client.

The mattress and bed are great, the ordering process was simple. I have no complaints here.

The one star rating is because of the horrendous customer service. Emma offer free assembly with delivery - yet when the bed was delivered, the gentleman said he would have to come back a day later to assemble it. My old bed had already been discarded, I explained I needed the new bed to be assembled at that time but he was not able to do this. My wife and I assembled the bed on our own, it took several hours with no instructions.

The Emma website said at the time of purchase that if the mattress was too soft, they could provide a firm topper free of charge if the customer contacts them.

Making contact with Emma is virtually impossible. Eventually, after several messages to their Facebook page were ignored, they finally replied to a frustrated comment I left on a post two weeks after I sent my first message.

They said it's not normal for assembly to happen the day after delivery, and they would look into it. I asked for the mattress topper, they said this offer has been withdrawn and tried to sell me one.

Thoroughly disappointing experience with Emma, which is a shame as the product itself is good.

Terrible customer service, ordered a mattress - was given an estimated delivery date.. it exceeded that so I emailed only to be told what I ordered was out of stock and they couldn’t give me a time frame to let me know when more would be delivered. Absolute joke.

Emma Spain/Germany are quickly turning into a joke and possible scam. I have spoken to 4 advisers on their live chat , all gave me differing stories on how to return my mattress for a refund. i followed and completed all their requests and i still cannot get these guys to contact me and arrange for a return with their sleep trial promise ! This whole process has taken at least 6 weeks so far and the mattress is still here and no refund. Avoid and save yourself the hassle of dealing with amateurs

I have now placed a 2nd order with Emma, The first was not delivered due to Emma not giving the carrier my full address. Visa have refunded due to non delivery. Like a fool I have now placed a 2nd order and would you believe that Emma has again missed part of the address. I have tried to talk via the Emma web site but it is impossible to get this to work. I have used Emma in England and had zero trouble. What is the matter with the Spain/Germany company.
Be very wary of this company.

Order number: 0015-ZLHPG3
Order placed on November 18th 2023

Items ordered: Emma Gel Grid V2 180 x 200
Quantidade: 1
Status: Never shipped, Never received my money back

Emma Hug Weighted Blanket 7kg 150 x 200
Quantidade: 1
Status: Kept the item

- Emma Mattress Protector V3 90 x 190
Quantidade: 1
Status: Refunded

I am not sure who writes all the positive reviews but I am 100% convinced they are all bough. No person with their brains in place can leave a proper review for such a poorly managed company.

Bought mattress, mattress topper and blanket on November 18 2023. Received topper and blanket. Returned blanket and after 2 months, finally got the money back.

Mattress - NEVER DELIVERED. 37 emails, 10 phone calls, out of which 8 I was dropped (waiting time on average 20-30min on the phone).

I bought the most expensive mattress and spent 1187EUR on it. Will I ever see my money back? 99.9% that never. Why? They keep telling me that I will see my money by the end of the week for 3 months already :) And you know what? For the last 3 weeks they keep telling me that my money is back in the account but basically it's back only for my mattress topper. And all this time they kept gaslighting me that the mattress was refunded.

STAY AWAY FROM THIS COMPANY! SAVE YOUR MONEY! NEVER BUY FROM THEM! NEVER! NEVER!!!!!