Emma Sleep Reviews 7

We purchased an Emma Sleep mattress expecting durability and support. After just over two years, the mattress developed significant side bulging and loss of edge support, which noticeably reduced the usable sleeping surface and overall comfort.

Despite multiple attempts to resolve the issue, Emma repeatedly dismissed the problem as “fabric settling” rather than addressing the obvious performance failure. Their warranty process is rigid, slow, and clearly designed to deny claims rather than support customers. The experience involved delayed responses, repeated explanations, and ultimately a “final” decision that ignored how the mattress actually performs in real use.

What’s most frustrating is not just the product, but the poor customer service. There was no genuine effort to stand behind the mattress or offer a reasonable resolution. After this experience, we have completely lost confidence in the brand.

If you’re considering Emma, be aware that once there’s an issue, you may be on your own.

Would not recommend.

📦 EMMA Sleeps – how can you treat customers so badly?
I have now experienced two completely failed deliveries and zero support from customer service. Time to share this publicly.

🚫 January 20 – first failed delivery
A bizarre time slot from 08:00 to 22:00, later adjusted to 13:00 to 16:00. I rearranged my work, arranged for neighbors… and then the nightmare began: the time slot was changed several more times, even to 23:00 to 03:00 (!).
I waited at home until 22:00, only to be informed then that the delivery wouldn’t happen. Meanwhile, I saw the delivery driver twice nearby via track and trace.

📞 Customer service? Unreachable and powerless
Answer: “It’s the carrier’s fault, we can’t do anything.”
I was given two phone numbers for the carrier → one always busy, the other unresponsive on WhatsApp.

🚫 January 23 – second failed delivery
Again, a crazy time slot from 08:00 to 22:00.
On the day itself, multiple shifts to 17:45–20:45 and 18:35–21:35.
Then again: delivery canceled with the vague explanation “sorting error.”
EMMA customer service did nothing but say they would “send an email to the carrier.” Delivery was suddenly moved to February 1, but confirmation? Nowhere.

📭 No communication
Today, January 26, still zero updates from EMMA or the carrier.
Also never heard back after my response to their email from January 21.

😡 Disappointing on all fronts
This was the moment for EMMA to show they take customers seriously. Instead, I mostly see advertising campaigns, while my order process is a mess.
Two failed deliveries, absurd time slots, no action, no communication, no accountability.
How can I be expected to chase my order myself when I ordered and paid from you?

“Sorting error” is just an excuse that’s being used.

The interview process is terrible with this company, don't even waste your time applying. The interviewers aks questions as if you applied as a CEO and get really impatient, almost instantly.

Tried to get in touch with Emma Sleep in Sweden at first. They claim they cannot assist as they are no longer present in Sweden. Other support email addresses in Germany (HQ market) only responds through a bot. We have a claim per the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights. Emma neglects to even respond to the claim. It's a fraud company - just read the comments on their UK and other Facebook sites

Customer service does not exist! Only template replies which literally tells you to f* off. Calling them is useless! They always always always always always drop my phone! I wrote them 3 emails about returning an item that I didn't open and guess what? No reply! DO NOT BUY FROM THEM! I REPEAT! SAVE YOUR ENERGY AND MONEY AND FIND ANOTHER BRAND!

I am rating the shipping here and not the product quality.
I have ordered a mattress 25 hybrid and two slated frames since 13.01.2023.
I received today ( 26.01.2023) the two slatted frames which was perfect as this is what the delivery is expected to be.
The first slated frame was complete and nice while the second one had the screw bag missing.
While contacting customer support, they suggested sending another slatted frame and picking up the incomplete one but this one will arrive in two weeks.
and this was the issue. I have waited two weeks to receive a missing package and I need to wait another two weeks for the new one.
I am not blaming customer support here as they do not have full control of the situation but I am blaming the whole shipping process. The customer has to suffer from shipping mistakes.
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Edit: the actual waiting time for the slatted frame was only two days and I have not had to wait a long time for it which is why I am giving a better rate now.
Mistakes happen and this got solved unexpectadly quickly!