Emma Sleep Canada Reviews 191

Like the new mattress and we are sleepy on it well. It is thicker than our previous mattress and does not fit our sheets as well but that we can work around. Doesn’t sag when you sit on the edge and does not cause us to over heat.

Fantastic mattress and company. Our fourth mattress - totally satisfied in all areas.

I purchased our mattress during the winter sale, and also had a corporate discount. We were long overdue so the price tag was very appealing.
The delivery was fast. It was received in less than a week.
Delivered by Purolator, even the driver deserves kudos. It was too heavy to lift for one person, especially with my entrance being up a few stairs. He accepted my help and we brought it inside the house together.
I wasn’t able to wait for my partner to arrive so I actually took the rolled mattress up the stairs myself by pushing it up and turning it at ever stair.
After a few hours the mattress was completely « inflated » and we were surprised at how thick it is!
After the very first night my partner, who was weary of the 6/10 firmness, said he’d had an amazing sleep.
It is more firm than we expected, which is a good thing.
I would personally rate it a 7.5 or 8 out of 10 firmness. No cracking sounds, just a comfortable and restful night.

I've owned an Emma mattress for over a year without issues and have been completely satisfied with it. I ordered the newer version for another bedroom, but was unsatisfied with its characteristics (not firm enough, not enough edge support). I got a store credit which I then used to order the same size and model that I already own. Sadly, I received a defective mattress that never fully inflated after being unpacked, which they've reimbursed.

The customer service throughout this ordeal has been excellent. The staff is responsive and helpful in getting issues sorted out.

I don't mind mattresses that come in a box, but when the manufacturing date is too far from the delivery date, the mattresses' springs might suffer permanent deformation from being crushed for so long. For this reason, I am forced to go back to brick and mortar stores to find my next mattress.

The service and value for the mattress we purchased was great, we got it on the Boxing week sale so it was 60% off and shipping was seamless and quick. The only issue my spouse finds is the mattress isn’t soft enough so we had to purchase two toppers to try and help with it. Other than that the Hybrid Premium we purchased is great.

The support service was amazing to help me in the process for the refund.
Thank you

I love my new mattress, and sleep so well on it. Thank you!

The best bed I've ever had. This hybrid is so much better than a traditional box spring. There was no transition at all, I slept great from day 1.

I am very satisfied, my mattress it's the best investment.

Easy website. Good selection. Price was surprinsly low and I took advantage of it!
Comfortable mattress so far, thanks

Mattress and pillows are very comfortable . Still get’s too warm during the night though .

We are in the process of trying to submit a return. I was using the live chat today and was disconnected 3x. I had to retype all the information and upload photos each time. The information & product names changed on their website since we ordered on March 9th. Once I got a live chat that did not close, the customer service person was mildly helpful but couldn’t actually process a return or arrange for pick-up. Our emails to the customer service support get an immediate auto response then nothing for days sometimes weeks. Our refund status says pending … trying to stay hopeful we aren’t going to out all this money.

I made a purchase today, I don't know what happened but I received no receipt nor confirmation, but the amount was debited from my account.
I tried to contact but the chat bot seems to not work.
I would like a solution. I am open to discuss it, I just want to make sure I will get my order in due time.

One of the worst company, stay away!! The coils in my hybrid mattress squeak when you move in bed. Tried to contact customer service, what a joke!! They have an automated reply thanking you for contacting them, and then nothing. They never answered my question even if I wrote to them a few times. I wake up in the morning and I am aching all over! I DON’T WANT THIS MATTRESS ANYMORE, I WANT A FULL REFUND but I can’t get to them, nobody to speak to and emails GO UNANSWERED.
Their chat is a bigger joke, you wait in front of your screen for 2 hours and no human comes to chat. Their phone number is disconnected . This is a sheer disaster. I feel I have lost my money and I can’t afford this!
I don't understand how a company can function without a phone number. Emma, what are you hiding? If nothing, then please reply to customers concerns.
All I want is a refund for the mattress I purchased because the coils squeak every time I move and because I wake up very sore all over, mainly in the back.

We received our Emma Hybrid Comfort II - King Calififornia size mattress a month ago and we are very satisfied. We bought it despite the bad reviews related to bad customer service and we have no regrets. We are sleeping greatly, the size is exactly what we were expecting, the best sleep in a long time! The only thing I would have to say is when unpacking the mattress, the odor is strong, it goes away but it smells during 2 weeks. Great buy! I would buy it again.

I ordered from Emma Sleep Canada and realized I forgot to add the option of free pillows. I tried to contact them many times through email but nobody answers anything. I begin to wonder if Emma Canada is going to bankrupt anytime soon. So I finally wrote in my last email to cancel my order. Of course, nobody answers. I am going to dispute this purchase through my mastercard and do not buy from them! THIS IS the WORST company I have ever come across. The company can improve by having a proper customer service department with honest service.

Update: now Emma reached out and when I checked the return portal, it says the taxes are not refunded. What? If you have your stuff back, why are the taxes being withheld? The taxes only apply if you sold something. If it is not sold and returned, it should also be returned. Who ran this company anyway?

Their phone number doesn't work nor does their online chat feature. It times out even though it says it's trying to connect you to an agent during normal business hours. The sla for mattress delivery wasn't going to be delivered in time, even though their website said if I bought feb 28th it would be delivered march 5th to 8th. I waited for several years with no shipping email update, when I spoke with support they said the items I ordered were still waiting for pick up from the carrier and could be another 4 to 8 days, which didn't work for me. I submitted a support request to cancel and refund my order. There was no email auto response with a ticket number, which made things very suspicious. It took support 36 hours to respond to my cancelation request. They did refund my purchase.

I haven’t even received my mattress as there are “delivery issues” and I am already having issues receiving an email back from the Emma mattress customer service. This is unacceptable. I don’t care if it’s the best mattress in the world , their customer service and delivery issues make it a horrible experience.

Hi Justine Joy,

Good day. The refund was deposited in my account.
I want to thank you for your assistance in resolving this matter.
I appreciate all the time and effort that you made in this situation. I can say one of the quickest responders, polite, and most reliable agents that I encountered.
I want to thank Emma too for resolving this request. Emma was honest about what they promised and provided at the time I purchased the product. All in all, I loved the mattress except for those things that I encountered. If there are improvements in those matters, please let me know I am still interested in buying it.

Thank you so much.

This was my last reply to Emma. I will still give them 5 stars based on my experience with them. When it comes to the mattress just a small issue that I am willing to wait for an improvement. Thanks Emma.

Without a doubt the worst customer experience of my life.

If I could give zero stars, I would. This company has the worst customer service I have ever dealt with, and their so-called 10-year warranty is a complete joke.

Our Nightmare Experience:
- The mattress failed after just 18 months, causing severe back pain and forcing us to sleep on the sofa.
We reached out to customer service in January 2025 and provided all proof requested. They ignored us for two weeks.
- After leaving a bad review, they finally responded and offered a replacement.
- A week later, they said the replacement was out of stock and offered a refund, which we accepted.
Instead of processing the refund, they sent us a replacement anyway—and still refused to pick up the faulty mattress.
- They then said they would only process a refund after picking up the replacement mattress.
- They picked up the replacement but then claimed our address (in central Vancouver) was "outside of their pickup zone" for the faulty mattress.
- Now, they are demanding that we donate the broken mattress and provide proof before issuing our refund.

Completely Unacceptable, our refund needs to be processed as soon as possible.

We have spent two months going back and forth with this company, only to be met with delays, lies, and shifting policies. They refuse to take responsibility for their defective product and expect customers to deal with their logistical mess.

If you're considering buying from this company—DON'T. Their warranty is worthless, and their customer service is a nightmare. Avoid at all costs.

Update:
After three months we finally got a refund but they refused to pick up the faulty mattress which we now have to deal with ourselves