Emma Sleep NL Reviews 

I rarely leave reviews, but this experience with Emma (and their delivery partner Dynalogic) has been extremely disappointing.

My bed was delivered with the wrong part, which meant it could not be assembled. The delivery drivers themselves immediately pointed out the issue (wrong label, wrong color, clearly not matching the rest), yet I still had to prove this myself through multiple calls, emails, and photos.

Initially, Emma even claimed everything was correct and suggested I assemble the bed myself, which was impossible. Only after repeated insistence did they acknowledge the mistake. Their proposed solution at that point was a replacement delivery in approximately two months.

Because I had already removed my old bed to make space for the delivery (as instructed), I ended up sleeping on the floor for weeks due to their error.

Even getting an earlier delivery required me to push multiple times. When a new delivery was finally scheduled, it was cancelled one minute before arrival with the false claim that I had refused the delivery. No one had come to my door.

After that, I was repeatedly sent back and forth between Emma and Dynalogic, with neither party taking responsibility.

Eventually, the correct part was delivered, but the incorrect part was not collected because Emma had failed to register the return, despite earlier confirming they did.

Customer service has been equally frustrating: phone support redirects you to email, and email responses are long, generic, fully AI generated, focused on apologies rather than actual solutions. In the end, they refused any meaningful compensation, stating that the delay was “not long enough.”

Overall, this experience involved:

- Incorrect delivery and no assembly
- Having to prove their mistake myself
- Weeks without a bed
- Missed and cancelled deliveries with incorrect explanations
- Constant back-and-forth between companies
- No ownership and no proper resolution

This does not feel like an isolated incident, but a structural issue in how problems are handled.

I would strongly reconsider ordering from Emma based on this experience.

This has been an extremely poor experience. I would definitely NOT ORDER at Emma Sleep again.

I placed an order for a complete bed on December 1st, 2025, with a promised delivery time of 14 days. In reality, it took more than 3 months to receive a complete and usable product — and the entire process was a chain of errors.

Within this time period, I experienced a structural failure of Emma Sleep, which I did not expected from such a company having all kind of nice marketing:

- January 2nd: only pillows and duvet delivered
- January 19th: bed delivered, but no mattress → completely unusable
- Mattress turned out to be “lost” at the depot (which I had to discover myself)
- I had to take action myself to even get a replacement arranged
- February 17th: mattress delivered without any prior notice (just suddenly inside my building, no handover)
- February 18th: while assembling the bed, it turned out the slatted base was completely missing
- Result: sleeping on an old mattress on the floor untill march 4th.
- March 4th: slatted base finally delivered. Delivery was announced 29 minutes in advance — completely unreasonable

On top of that:
- No order confirmation
- No invoice
- No shipping updates
- No proactive communication whatsoever

Every single issue in this process I had to identify and resolve myself. If you don’t actively chase them, nothing happens. After more than 3 months of waiting for a complete bed, the offered “compensation” is €56.11 (out of my total €1200 invoice). Frankly, that just shows they are not taking this issue seriously. This is NOT proportionate to what went wrong here.

The entire process clearly does not function. Orders go missing, deliveries are incomplete, and communication is practically nonexistent. If you call the customer service, they tell you that there is nothing they can do about it.

If this is their standard way of operating, that is very concerning.

Based on this experience, I would absolutely not recommend Emma Sleep.

[UPDATE - March 17]: Don't let their polite reply below fool you. After posting my initial review, I continued emailing their support team to formally request that a manager review this breach of their delivery guarantee. Instead of "helping" as they claim in their public reply, the agent completely refused to escalate the ticket.

They simply copy-pasted the exact same €9.48 script, changed their excuse from "privacy guidelines" to "internal policy guidelines," and ironically told me I was part of the "Emma family", all while acting exactly like the automated AI bots I originally complained about. They gave me an illusion of choice but offered zero actual options.

Since they refuse to take accountability or provide a fair resolution, I have officially opened a dispute via Klarna Buyer Protection. Furthermore, because this customer service experience has been so incredibly frustrating and dismissive, I am not just returning the delayed duvet, I am initiating a full return for my entire €564.00 order at their expense.

If you want to be treated like a human being rather than a ticket number stuck in an automated loop, spend your money elsewhere.

(Original review below)
I ordered an Emma 4-season (two-layer) duvet on January 30th, with a guaranteed maximum delivery date of February 21st. The item did not arrive until March 10th.

A delay is one thing, but the complete lack of transparency makes it so much worse. Emma provided zero proactive updates, keeping me completely in the dark. I had to continuously chase their support team just to find out where my order was.

While finding the chat button on the website was easy enough, actually getting help is a nightmare. The chat is essentially an unhelpful AI bot that makes it incredibly difficult to pass through to a human review. When the bot finally submitted my issue and a real agent contacted me via email, they started talking about a completely different product that I never even ordered. I had already provided my exact order number in the chat, but I still had to correct the human agent and explain everything all over again.

Because of this massive delay, the cold weather has passed. I completely missed the window to actually test the winter layer configuration of this duvet, which was the entire reason I bought it when I did.

After complaining about this incredibly poor experience, customer service offered me an automated compensation of exactly €9.48. When I told them this was an insulting amount for a month-and-a-half delay, the agent said giving a higher refund would go against their "privacy guidelines." This is an obvious, nonsensical script to avoid fixing the problem.

Keeping customers in the dark, using frustrating AI bots to block real support, messing up basic order details, and hiding behind automated systems is terrible customer service. I expect an actual manager to review this case and issue a proper partial refund to my original payment method, not a scripted apology.

The Emma Original Pro Topper arrived today in perfectly designed packaging that highlights the brand's commitment to quality from the very first moment.

The manufacturing quality is immediately apparent upon unboxing, and the material feels incredibly soft yet supportive, making it hard to resist wanting to lie down on it right away😄

I found the setup process to be seamless and efficient, especially by placing the compressed roll directly on the bed frame before cutting the plastic to save myself any heavy lifting.

Everything about this purchase has been a perfect experience, confirming that all my pre-order questions were answered accurately and that this was a fantastic decision for my sleep setup.

Really good pillow i love it

We order a topper mid February 2026, their website gave excellent reviews. After 2 weeks, no update on delivery. I had to call 4 times for updates. The call centre is not super user friendly and when you do eventually get to speak to an agent, its the same update. They maybe be friendly on the phone (not all) but it has not helped. I ended up canceling my order, and after a month was told, I could wait up to 14 days for a refund. A very disappointing experience as a first time buyer.

I bought an Emma Sleep Original II bed + mattress (the product itself is good — not exceptional, but the price is very misleadingly attractive). However, the experience with this company has been an absolute nightmare. One of the worst I've ever experienced.

Countless delays, terrible communication, and repeated false promises from their customer service meant we were forced to buy part of the bed again separately just to have a complete bed by the original promised delivery date. The rest of the bed only arrived a month and a half later. And what compensation did the offer me for the delay... EUR10?!?!

Do not be fooled by the good prices — it is not worth the stress, extra expense, and constant disappointment. Their product might be decent, but the way they handle customers is unacceptable. Avoid Emma Sleep at all costs.

UPDATE 27 MARCH:
As expected, the paltry €10 refund never materialised and their response below has got nothing to do with my complaint or my order. Honestly the WORST customer service I’ve experienced in all my years. If I could rate this company 0 that would be generous!

Requested a return within the specified period of time in mid January 2026, and now seven weeks later I’m yet to have a pick up scheduled. This has been the worst customer service experience, and will not be buying another Emma mattress in future as a direct result.

Mu husband have placed an order (consisting of a boxspring bed and everything that is needed: topper; bedding etc) on 21st of January 2026. All the items except the bed were delivered in maximum 1 week. But the bed is still not delivered. So I can not use anything that I already bought and paid. The maximum estimation delivery date for the bed was 8th of March, 2026. I was in contact several times with customer support stating that the bed will arrive around 4th of March and then they said 8th of March and after that it was 16th of March.. Today I contacted them again with no clear estimation again. On the website I see now 23rd of March. The items are not yet picked up by the carrier and I keep receiving mixed information from Emma sleep and the carrier. Emma sais that the items are not picked up by the carrier but the carrier says that the items are not ready for pick up. No clear delivery date and at this point I don’t even understand if the bed will arrive or not. This is not normal and it feels like even Emma-sleep it’s playing around with my order.

What an awful experience. Do not ever order at Emma Sleep. I ordered 2 pillows on the 16th of december and I have not received my order. Its the 9th of March and they do not do anything to keep their customer satisfied.The customer service now asks if I want my money back. She said that I can subscribe to the newsletter, for 5% discount and that I should take this as a compensation. What a joke. This company does not even deserve a 1 star.

We procured two mattresses, a bed frame, a headboard, pillows, duvets, and mattress protectors. It was three shipments, and the first two took more than a month, and the last one took 2.5, and no update on tracking. We tried to reach out to Emma Sleep from different challenges, and it was a failure. Then we tried social media, and it worked. They informed us our 3. shipment was lost, and we are trying to cancel it and refund, and this is taking long process, also with all the back and forth

I had a very disappointing experience with Emma and would not recommend them.

First, the customer service was extremely unprofessional. During a support interaction, the representative refused to speak English and said that because I ordered from emma.nl I “had to speak Dutch.” This felt discriminatory and completely inappropriate, especially for an international company serving customers who may not speak Dutch.

Second, the order process was a mess. I placed my order on December 29, 2025, and the delivery kept getting delayed multiple times. After waiting for weeks, I only discovered in mid-February that the slatted bed base I ordered was actually sold out. Emma never informed me about this in advance and could not provide any new delivery date.

What made the situation worse was that Emma avoided taking responsibility and tried to push the blame onto the delivery company. However, the real issue was that Emma failed to communicate that one of the products in the order was out of stock in the first place. This lack of transparency and accountability is extremely frustrating for customers who are waiting for their orders.

After all the delays and lack of communication, we ended up returning the bed and requesting a refund.

Waiting more than a month only to find out the item isn’t available — with no clear communication — is unacceptable. Between the poor customer service, the delays, and the refusal to take responsibility, the whole experience has been very frustrating.

Overall, I do not recommend Emma.

Delivery date came and went. Never received my product.

Date of order January 24th.

Final Update: I finally received my money back from Emma on June 3rd after 60+ emails and threatening with police inestigation.
---------------
Months and several email conversations with the customer service later, and I still have no bed.

I am now trying to get my order cancelled and my money back from this company and it is a massive struggle.

At the time of writing this I am still waiting for my refund which has been promised to me by Emma's customer service several times.

They have stolen thousands of euros from me and it looks like I won't be able to get it back without involving the authorities.

1111111111

This is a marketing company that happens to sell beds; you will have to deal with the consequences of that if you buy from them. Do not fall for it, you will have a bad experience with them.

Their phone support will only be able to help you with sales. Try to use the phone service and click through to the refund or return section, and they will cut you off. Try again and click through to sales, and they will happily answer very quickly. Their customer service cannot do anything but refer you to an email address.

I canceled my order before they shipped it out, and it has now been over 14 working days, and they have not refunded me the full amount.

If you cannot respect consumer rights, then what does that say about the rest of your operations?

Ordered 2 mattresses via the website. They never got delivered because the carrier GLS refused to deliver them because the mattresses were “ too heavy”, that being 40kg.
When I refused to pick up myself the mattresses in a warehouse 20km away from my house GLS canceled my order and returned the mattresses to Emma.
After more than 5 calls and various emails to Emma customer support and 1 month of delays they did not refund the money totally.
After giving them a 5 business days ultimatum for a refund, they told me the department of refunds has been very “busy”

delivery and returing has an awefull experience, GLS the delivery service provider has no tollerance in the delivery date and has no pickup point or structure within the city of amsterdam. therefore, for the incoming package i had to be home from work with a very large timeframe as the delivery time was set between 9 and 21 pm and the return i ended up sending it via normal mail as the only GLS point within the city is so far away from the center to be not practical

I barely write reviews. Actually, only when I am really really really happy and overwhelmed by the product or the service. Now this review is to encourage both Emma Sleep as their forwarder to deliver what is paid for and what is promised. For a week and a half and after 5 promised days of deliver I am really upset about the services. 5 days in the last 7 working days thé product was due to be delivered.

It is NOT a product to leave in front of thé door or at you friendly neighbour so 5 days we stayed at home and 5 times we get a message that the product could not be delivered due to “something went wrong “

Things happen, mistakes are being made but this is too much . Typically you blame the forwarder but not it would be questionable wether Emma Sleep is itself a good company. Which company let the forwarder play so often and so obvious with the reputation of the manufacturer!!!! I am sorry but 5 days spending my time at home and still no product deserves a bad review.

Bed ordered in November.
Delivery Date estimated for December.
Delivery scheduled January 17th.
Delivery cancelled after waiting in all day.
No estimate of new delivery. Emma and Dynalogic pointing fingers at each other.

The worst possible service.

I would like to send a nice review, but after 3 weeks i still haven't received my bed...Only pillows and duvet.
Since the beginning there is a sorting problem. I know that my bed has been to another warehouse and that is it. For the rest i have no answer from the delivery service. Neither by mail, nor by phone. Because no customer service number exist. So i can nicely sleep on the floor. Please don't send me a text to say that you are sorry to hear it, just send me my bed. Thanks