Really good products, I was a customer back in Brasil before moving here. Next one is a mattress as soon somo discounts are available.
Company replied
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See what reviewers are saying
Already for the second time Emma is not keeping the promised delivery time (3-5 days) they announce on their website when buying. Afterwards I received an order confirmation that states a delivery tim... See more
Company replied
The topper is very nice, firm and definitely recommend but only issue is we feel very warm during sleep, may be our body temperature is trapped from bedsheet and topper, we need to think about altern... See more
Company replied
The mattress is awesome. Our sleeping quality has been improved dramatically. It is a life changing experience. The one negative point was the delivery. I asked him to take off his shoes when he... See more
Company replied
Company details
Written by the company
Unsere Mission bei Emma – The Sleep Company ist ganz einfach: Menschen dabei zu helfen, durch unsere Produkte eine erholsame Nacht und einen erholten Morgen zu genießen. Wir bieten Dir mithilfe unserer Produkte (bspw. unseren Kissen, Betten, Topper und Matratzen) und dem wissenschaftlichen Engagement unserer Schlafexpert*innen Deine optimale Schlafqualität.
Unser Schlafversprechen
Written by the company
- Bis zu 10 Jahre Garantie
- Wir sind so überzeugt von der Qualität unserer Produkte, dass wir Dir extra Garantie on top geben. Die individuellen Garantien auf unsere Produkte kannst Du in unseren AGB nachlesen.
- Bis zu 100 Nächte Probeschlafen
- Bestell ganz einfach Deine optimalen Schlafprodukte bei uns und probiere sie bis zu 100 Nächte in Deinen eigenen vier Wänden aus.
- Kostenlose Lieferung & Rücksendung
- Unsere Emma ist nicht das richtige Produkt für Dich? Kein Problem! Ganz ohne Widerworte oder Zurückrollen in den Karton holen wir sie kostenlos wieder bei Dir ab.
Über Emma Matratze
Gewählt zum Kundenservice des Jahres 2026
Wir tun unser Bestes um uns stetig weiterzuentwickeln - jetzt wurden wir dafür mit dem Award "Gewählt zum Kundenservice des Jahres 2026" in der DACH-Region ausgezeichnet!
Contact info
Frankfurt am Main, Germany
- https://www.emma-matratze.de/
- emma-matratze.de
BLACK FRIDAY WOCHEN: Bis zu 50% Rabatt
4.0
Great
54K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Avoid
Update... 11 days no refund
Do not buy from these. Matress dipped. They haven't refunded me after taking the mattress back. Ive called and emailed and still no refund over a week later. They state 8 hours to get back to you... 1 week later and no reply. Taken my mattress and no refund.
Emma Sleep DE is trying to take this review down stating its not them and its Emma Sleep uk. My invoice.... is to Emma Matratzen GmbH... so the German company. This review is correct.
August 29, 2025
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Boris was very nice and explained all…
Boris was very nice and explained all what we needed to consider to choose a good matretz, we have now 2 weeks sleeping in the new bed and we love it. Pillows are also very good quality.
August 27, 2025
Reply from Emma Matratze
Hello Daniela,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with the quality of your items and our recommendation. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality you expect for many years to come. Thank you for your trust in Emma. 🥰
Best wishes,
Emma Team.
Emma lost our trust as new parents
We purchased the Emma Original Hybrid Cooling V2 mattress in April 2025. Unfortunately, as new parents with a 5-month-old baby who co-sleeps, we quickly realized the mattress was too soft and not safe for her. Although the mattress was in mint condition and we were only 20 days past the trial period (and away from home for 30 days), Emma refused any flexibility with their return policy.
The customer agent, Nourhan, was absolutely wonderful — patient, empathetic, and genuinely tried to help us. But Emma as a company showed zero flexibility or willingness to accommodate our situation. Instead of allowing a return or at least a voucher towards another mattress, they only offered a free “comfort layer,” which doesn’t address our safety concerns.
This was our first and, sadly, our last purchase with Emma. A missed opportunity for the brand to show true customer care. Great agents, very poor company policy.
August 25, 2025
Unprompted review
Reply from Emma Matratze
Hallo Quentin, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast. Wir wissen Deine Offenheit und die Zeit, die Du Dir für dieses Feedback genommen hast, sehr zu schätzen. Wir verstehen, wie wichtig es für neue Eltern ist, sich in ihrem Schlafumfeld zuversichtlich und sicher zu fühlen, besonders wenn sie mit einer kleinen schlafen. Deine Bedenken sind völlig berechtigt, und es tut uns wirklich leid, dass die Matratze Deine Erwartungen in einer so empfindlichen und wichtigen Zeit in Deinem Leben nicht erfüllt hat. Obwohl wir bedauern, dass unsere Richtlinien keine flexiblere Lösung in diesem Fall ermöglicht haben, ist Dein Feedback unglaublich wertvoll und hilft uns, darüber nachzudenken, wie wir Familien in Zukunft besser unterstützen können. Wir hoffen, dass Du und Dein Baby weiterhin erholsame und sichere Nächte genießen, und wir wünschen Dir alles Gute auf Deiner Erziehungsreise. Herzliche Grüße, Emma-Team.
Good purchase experience, questionable delivery
Went to the store in person to test the mattresses myself (which I previously checked online) and based on my criteria, the store clerk helped me find a suitable option based on my budget and preferences. The cheapest model (Emma One +) wasn't available at the store. Overall very good purchase experience.
I was told the mattress would arrive within 1-2 business days, which is very fast and usually quite good, but on this occasion, it didn't suit me since I wasn't home. I had to buy the mattress on the day I went to the store because there was a sale ending that day. Buying it later wasn't an option, so I asked the store clerk and they said it wasn't possible to deliver at a later date (responsibility of the shipping company...).
Naturally, I wasn't home on the day of the delivery and instead of trying another attempt or asking a neighbor, GLS just took the 140x200 mattress to a store 1.5 km away. I am 1,56m tall and don't own a vehicle, so I had to ask someone to help me and pick it up by public transport. The packaging was also very damaged and we ended up throwing it away before reaching the apartment, as it only made carrying it difficult.
If you're someone without access to a car, beware of the deplorable service done by GLS, and the negligence of Emma. I recommend Emma to, at the very least, offer the option to choose another shipping provider.
August 6, 2025
Unprompted review
Reply from Emma Matratze
Hello Izabel,
we are glad that you are satsfied with your purchase experience but we feel sorry to hear that you had encountered such difficulties with the delivery and packaging of your mattress and that it couldn't be delivered on the desired time. Obviously, this isn't the quality we strive for.
I want to assure you that we are doing our best to avoid such issues and that we truly take your feedback into consideration to improve our services and products to met your satisfaction. We wish you sweet dreams and hope that you enjoy your mattress.
Best wishes,
Emma team.
Reply from Emma Matratze
Hello Nuno,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with your item and our services. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for choosing Emma. 🥰
Best wishes,
Emma Team.
Smooth delivery
Smooth delivery. The customer service is great. Also, Very comfortable mattress.
August 1, 2025
Reply from Emma Matratze
Hallo Jasim, vielen Dank für Deine netten Worte. 🌟 es freut uns sehr zu hören, dass Deine Lieferung reibungslos verlaufen ist und unser Kundenservice einen positiven Eindruck gemacht hat. Zu wissen, dass Du den Komfort Deiner Matratze genießt, bedeutet uns eine Welt, denn Deine Zufriedenheit ist wirklich unsere oberste Priorität. Wir wünschen Dir viele erholsame Nächte! 😊🛏️ Herzliche Grüße, Emma-Team🌹
Reply from Emma Matratze
Hello Aleksandra,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with your mattress. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and comfort you expect for many years to come. Thank you for choosing Emma. 🥰
Best wishes,
Emma Team.
I tried to give it a chance but I have…
I tried to give it a chance but I have neck pain. The mattress is too firm for me even when it says medium-firm.
July 19, 2025
Reply from Emma Matratze
Hallo Paula, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast. Es tut uns wirklich leid zu hören, dass die Matratze für Dich zu fest ist und nicht den Komfort geliefert hat, den Du Dir erhofft hast. Wir verstehen, wie wichtig es ist, einen erholsamen Schlaf zu bekommen, ohne mit Unbehagen aufzuwachen, und wir sind hier, um Dir dabei zu helfen. Ich werde Dir persönlich eine E-Mail schicken, um alle Details Deiner Reklamation zu durchgehen und sicherzustellen, dass alles schnell und gründlich bearbeitet wird, um eine Lösung für Dich zu finden. Bitte überprüfe Deinen Spam-Ordner, falls Du ihn nicht erhalten hast. Herzliche Grüße, Emma-Team.
Super Matratze 👌
July 6, 2025
Reply from Emma Matratze
Hallo Dominik, vielen Dank für Deine netten Worte und das wunderbare Feedback! 😊 Es freut uns sehr zu hören, dass Dir Deine Matratze gefällt und dass sie Deinen Erwartungen entspricht. Deine Zufriedenheit bedeutet uns wirklich die Welt und es ist schön zu wissen, dass der Komfort und die Qualität einen positiven Unterschied für Dich machen. Wir wünschen Dir viele erholsame und gemütliche Nächte! 💙🛏️Herzliche Grüße, Emma-Team🌹
It’s just perfect!
July 27, 2025
Reply from Emma Matratze
Hello Amr,
thank you for taking the time to share your experience with us. We are thrilled that everything met your expectations and that you are satisfied. I want to assure you that your feedback motivates us to continue improving. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for choosing Emma.
Best wishes,
Emma Team.
Very comfort
It's very comfort and good hardness. Not too hard not too soft, it's just fit it.
July 11, 2025
Reply from Emma Matratze
Hello Wookchan, Thank you so much for your lovely feedback! 😊 We're delighted to hear that the comfort and firmness level are just right for you that perfect balance is exactly what we aim for. Wishing you many restful and relaxing nights ahead! 🛏️✨
With best regards, Emma Team.
Reply from Emma Matratze
Hello Ina, thank you so much for sharing your wonderful feedback with us! We're truly delighted to hear that you and your husband are enjoying such great comfort with your new mattress. 😊 Your kind words mean a lot to us, and we're delighted to be part of your restful nights. We wish you many more cozy nights! 💙 Best wishes, Emma Team🌹
Unacceptable Delays and Unfulfilled Refund Promises. Escalating to ARN
I purchased a mattress from Emma.se, but it was defective leading to a warranty claim initiated in March 2025. Emma promised a full refund after I donated the mattress to a charity and provided proof, as per their instructions. However, nearly five months later, I still haven’t received my refund.
Despite multiple emails, including several reminders since their last response on June 24, 2025, Emma has completely stopped replying. Their customer service is unresponsive, offering excuse after excuse without delivering the promised refund. This is not only frustrating but also a breach of their warranty commitments and Swedish consumer law.
I’ve now decided to file a report with the Swedish National Board for Consumer Disputes (ARN) to resolve this matter. I strongly caution others against purchasing from Emma until they improve their customer service and honor their refund promises. Avoid at all costs!
July 14, 2025
Unprompted review
Do not order from Emma
Ordered on 2 June. Delivery range 9-23 June. Promised compensation if delivery came 14 days after the delivery range. Still no sign of item. Customer service has stopped replying after 3 July. Horrible service, terrible operations. Not sure how their operations are run!
Edit: they asked me for the order number. I provided it from them, and then went silent again. You can see they tried to reply, but didn't follow up.
June 2, 2025
Unprompted review
Reply from Emma Matratze
Hello Jeremy,
we sincerely apologize for the confusion caused by the delay of your order, and that our customer support team didn't reply on time due to the high volume of inquiries they have been receiving these days. Obviously, this isn't the quality we strive for. I want to assure you that we truly take your feedback into consideration to improve our services and to avoid such issues to meet your satisfaction.
So, in order to make sure that you have the best possible support and to make sure that your issue takes the necessary action to be resolved, I have requested more information here on Trustpilot to help you and better understand the issue. Could you send it to me so I can track your order?
Best wishes,
Emma team.
Reply from Emma Matratze
Hallo Katarina, vielen Dank, dass Du Deine wunderbare Erfahrung mit uns teilst! 💤✨ Es wärmt uns wirklich zu hören, dass Du wie Babys schläfst und Deine neue Matratze so bequem findest. Dein Komfort und Dein erholsamer Schlaf bedeuten uns die Welt. Wir wünschen Dir noch viele gemütliche und friedliche Nächte! 🌙💙Herzliche Grüße, Emma team.😊
Excellent quality!
July 4, 2025
Reply from Emma Matratze
Hallo Maria, vielen Dank für Dein wunderbares Feedback! 🌟 es uns wirklich freut zu hören, dass Du mit der Qualität so zufrieden bist, es bedeutet uns sehr viel zu wissen, dass unsere Bemühungen einen positiven Unterschied für Dich machen.😊 Wir wünschen Dir noch viele weitere Momente des Komforts und der Zufriedenheit💙🛏️💖
The mattress I ordered was too soft for…
The mattress I ordered was too soft for my taste. Emm made the return process very simple. I will definitely try them again- just a firmer mattress.
June 22, 2025
Reply from Emma Matratze
Hallo Elizabeth, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast! Wir wissen Deine netten Worte sehr zu schätzen, wie einfach wir den Rückgabeprozess für Dich gemacht haben. Es ist wunderbar zu hören, dass Du offen bist, uns wieder mit einer festeren Matratze auszuprobieren, es ist sehr wichtig, den perfekten Komfort zu finden, und wir sind hier, um Dir bei jedem Schritt des Weges zu helfen. Vielen Dank für Dein Vertrauen in Emma! 💛Wir wünschen Dir süße Träume!💙🛏️ Beste Wünsche, Emma team.😊
Failing products, useless guarantee.
Mattress topper with 10 year guarantee fails after less than 2 years, they offer a refund value of 14€ for a 315€ product, but no replacement.
Update 7/7/25: I sent extra information about a week ago, but have not heard back yet.
Update 17/7/25: Still no response after asking me to share more information.
June 16, 2025
Unprompted review
Reply from Emma Matratze
Hello Tobias, We’re sorry to hear about your experience. That’s not the kind of service or solution we aim to provide, especially when it comes to products covered under our extended guarantee. To provide you with the best possible support and ensure your issue is handled correctly, I've asked you for some additional information via Trustpilot. Once you provide me with these details, I can review your order and follow up on the case accordingly. Thank you for your patience. We want to resolve this for you as quickly as possible.
Best regards, The Emma Team.
bed was broken
Very bad experience.First the delivery driver wouldn't deliver to the apartment, then a few days later when I tried to unpack and install it I found out that although the package was intact, it was broken inside.So far no live human customer service has contacted me, only robots.Is this a normal business?I don't seem to think so.Don't buy anything from this company.
June 20, 2025
Unprompted review
Reply from Emma Matratze
Hello Regina,
we sincerely apologize that you have encountered such issues with the delivery of your bed and that it was delivered broken, as we feel sorry that you didn't receive our customer support team response. Obviously, this isn't the quality we strive for, and I want to assure you that resolving your problem is our most important goal and that we truly take your feedback into consideration to make sure that we improve our services and products to avoid such issues.
So, in order to make sure that you have the best possible support and to make sure that your issue successfully be resolved, I have sent you an email with the details and next steps to take the necessary actions. Please check your spam folder if you haven't received it.
Best wishes,
Emma team.
returning process is not working at…
returning process is not working at all. Delay after delay. Emails are not being replied to.
June 10, 2025
Unprompted review
Reply from Emma Matratze
Hallo Jimmy, danke, dass Du Deine Erfahrungen mit uns teilst. Es tut mir wirklich leid zu hören, dass der Rückgabeprozess Deine Erwartungen bisher nicht erfüllt hat, und ich verstehe sehr gut, wie frustrierend es sein muss, Verzögerungen zu erleben und mich ungehört zu fühlen. Bitte beachte, dass uns Deine Zeit und Deine Zufriedenheit sehr wichtig sind. Ich möchte Dir versichern, dass wir uns dafür einsetzen, das Problem so schnell wie möglich zu lösen. Ich habe Deine Informationen hier auf Trustpilot angefordert. Könntest Du es bitte an mich schicken, damit ich Deine Bestellung verfolgen und Dir helfen kann? Herzliche Grüße, Emma-Team.
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