Disappointing quality for a heavily advertised mattress Emma Hybrid II I would rate the overall experience as mixed. On the positive side, company’s logistics and delivery deserve an 8/10, and th... See more
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See what reviewers are saying
In the end, the bed we bought wasn't the right fit for us because it was softer than we expected. I have to admit that after reading some reviews on Trustpilot, I was a bit worried about the retur... See more
Company replied
Been waiting for a refund for the past 7 months. Every week the support team if you can call them that is telling me it’s coming. More than 100 emails sent out. Unbelievable, I’ve never seen thi... See more
Company replied
I switched because my old one felt too bouncy and the edges san whenever i sat to tie my sneakers which got annoying fast. The emma hybrid arrived bed in a box, easy to schedule, and the box was immac... See more
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Company details
About Emma Sleep NL
Written by the company
✓ Meer dan 5.000.000 Emma-slapers wereldwijd
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
Ontwaak op je best met Emma Sleep
Written by the company
- Onze producten zijn zorgvuldig ontworpen met jou in gedachten. Ontdek onze hoogwaardige slaapproducten zoals matrassen, bedden, boxsprings, kussens en toppers.
- Emma Sleep is inmiddels 's werelds grootste slaapmerk, actief in meer dan 30 landen. We blijven ons voortdurend inzetten voor het verbeteren van de slaapervaring. Omdat wij geloven dat een goede nachtrust leidt tot een beter welzijn.
Een echt zorgeloze slaapervaring
Onze beloftes
Tot 100 nachten proefslapen - We bieden 100 nachten proefslapen aan op al onze producten, met uitzondering van kussens, zodat je je nieuwe Emma-producten thuis kunt uitproberen.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Contact info
Netherlands
- https://www.emma-sleep.nl/
- emma-sleep.nl
3.3
Average
19K reviews
Asks customers to review
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Simply awful customer service
Simply awful customer service. It arrived late and they sent the wrong mattress size (I ordered 180cm width - they sent 160cm). They wanted PROOF that they had sent the wrong size so I sent a photo of the edge of the mattress with a tape measure. They said this wasn't enough - they wanted an impossible photograph of both the whole mattress and a tape measure that could be read. I spent 30 minutes on their chat trying to resolve it. Complete brick wall. Do not buy from this company.
In the reply below, they have said they will fix it but in the follow up email sent privately they are demanding more photographs (even though I have already sent three) to confirm that they have made a mistake. Simply terrible customer service.
April 29, 2025
Unprompted review
Reply from Emma Sleep NL
Dear Duncan,
We are truly sorry that you've had this unpleasant experience, and we completely understand how frustrating this must be for you. This is absolutely not the service we want to provide. We are doing everything we can to assist you as quickly as possible and resolve this in the right way.
We certainly don’t want to add any extra stress by making things difficult regarding proof, and we greatly appreciate your patience. We will ensure that you receive the correct mattress. I have sent you an email regarding this so that we can further investigate the situation and find an appropriate solution.
Our sincere apologies for the inconvenience, and we hope to resolve this for you soon. 🙏
Best wishes,
Emma team
Bed is of very poor quality - Delivery takes for ever
Bed is of very poor quality. Wood breaks when screwing, pre-screwed wholes in wrong places.
Wrong pieces delivered. When asked to send the correct ones, Emma asked us to first return the whole thing, meaning that we had to disassemble it, instead of just delivering the wrongly delivered piece.
Very long delivery times (2 months).
Ridiculous compensation offered of 40,- after having had to wait more than 2 months and all the issues around the bed frame…
April 21, 2025
Unprompted review
Reply from Emma Sleep NL
Hello Consumer,
Thank you for sharing your experience and feedback. We are very sorry to hear that you are not satisfied with the way we assisted you, and we completely understand how frustrating this must be for you. This is absolutely not the experience we want to provide our customers, and we sincerely apologize for the inconvenience you have encountered.
We understand that you've had issues with the legs and the slatted base. This is certainly not what you should expect from us, and we would like to resolve this as quickly as possible.
To assist you further, I have requested your details via Trustpilot. Once we receive them, we will immediately start working on resolving everything for you and ensuring that you are satisfied with the outcome.
We sincerely hope to restore your confidence in our service. Thank you for your patience, and we look forward to hearing from you.
Best regards,
The Emma Team
Misleading service policy
Misleading service policy. I keep getting reminders to review the Emma service. Well after weeks of begging and calls we have cleared their mistakes and maybe they will now give our repayment... Having swpped to their softer mattress we now know that the 100day money back situation is only if you also call them a hundred times to beg for it.
April 2, 2025
Reply from Emma Sleep NL
Hello Good afternoon!
Thanks for writing your review,
Good to read that you reached out for your query about the return of the softer mattress. we are sorry to understand that there is still some unclear matters on the 100 trial nights. And will reach out to you to clear out any unresolved questions.
Have a great day!
Best,
The Emma team.
Should have read the bad reviews before ordering....
I ordered a blanket with cover 3 months ago. After a month of waiting I contacted Emma and they said it will be escalated. Now after 3 months I contacted Emma again because there is still no updates, their tracking says the package is not send yet and they are missing updates. Now to get my money back I have to fill in some legally binding documents. This all is a huge waste of time I still have no blanket, I have waited in line for phoning them and again had to message them and now I have to fill in a document just to get my money back.....
April 1, 2025
Unprompted review
Reply from Emma Sleep NL
Hey Bram,
Thanks for writing your review. Great to hear you reached out regarding your order! Sorry that it did not follow standard procedure. I will contact you as soon as possible. So we can work together to a fitting sollution.
If you have any questions in the meanwhile please feel free to contact us.
Have a great week ahead!
Best,
Stefan from the Emma team.
Great order so far
Great shipment, they provided updates all the way from the moment of purchase until I received the products (two pillows). Quality of the products is amazing, the package which the pillows came is was small enough to be able to carry them also.
I will purchase more in the future
March 26, 2025
Reply from Emma Sleep NL
Hello Mireia,
Thank you for your kind words and the positive review! We are thrilled to hear that you were happy with the shipment process and the quality of our pillows. We strive to provide our customers with a seamless and enjoyable experience, from the moment they place an order to the moment they receive their products. We appreciate your feedback and are delighted to know that you are considering purchasing more products in the future. If you need any help with your order, please reach out to us. Wishing you a lovely day ahead!
Sincerely,
Janine from Emma
Reply from Emma Sleep NL
Hi Ana,
Thank you for your review, great to hear that you are happy with the product and improved sleep quality. If you have any questions, please reach out to us. Have a lovely day!
Sincerely,
Janine from Emma
Mattress is not of as high quality as I…
Mattress is not of as high quality as I had hoped, oh well
March 13, 2025
Unprompted review
Reply from Emma Sleep NL
Hey Michèl,
Thanks for your review, Even though there is the expectation difference. We appreciate the input. I'd like to go more in-depth on this matter Could you please Complete the Information request so I can open communication with you.
If you have any questions please feel free to contact us.
In the meanwhile I hope you have an awesome day!
Best,
Stefan from the Emma team.
Edit: since we did not have a reply on our request, We'd appreciate it if you contact us.
Good pillows, poor communication
Good pillows. Poor order and customer support experience. No mention of separate shipping, two identical pillows arrived a week apart. Ridiculous web of promotions that force you to return perfectly fine products and re-order them so you don’t feel cheated.
March 21, 2025
Reply from Emma Sleep NL
Hello Holger,
Thank you for your feedback. Great to hear that the pillows are good! I'll take a look what happened with the communication part sorry that that did not seem up to standard.
If you want to inform me a bit more on the experience please feel free to reply on the communication that is about to follow.
I hope you have an amazing day!
Best,
Stefan from the Emma team.
Order not delivered and no feedback
Order not delivered, no feedback and no accountability for courier providing the delivery service.
Delivery was supposed to be preceded by an agreed schedule. Without any warning, GLS appeared at a random time when nobody was home and then offered to reschedule for another specific day. The appointment was completely ignored with absolutely no feedback whatsoever. The store has no real visibility of the order status (on a limbo), and no additional information is provided.
Apart from the telephone and email service, I went directly to the sales point (Rotterdam) where I left my complain and information and the manager was supposed to contact me asap. Two days have passed also being ignored.
Please be warned about your future orders.
March 9, 2025
Unprompted review
Reply from Emma Sleep NL
Hi Alejandro,
Thanks for your review, we're sorry to hear that you are still waiting for your order. Because your shipment is already in hands of our carrier GLS, I have to recommend you to reschedule the delivery because we can not access their internal systems to do this. For now I wish you a nice day ahead.
Sincerely,
Janine from Emma
Reply from Emma Sleep NL
Hi Hari,
Thank you for your feedback. We are happy to hear that you like the new topper and that you give us a five-star review. If you have any questions, please reach out to us. Have a nice day!
Sincerely,
Janine from Emma
Poor service
A topper ordered and paid for via PayPal. After two days, I received an email stating that delivery had failed because the courier service did not have the correct address details. Emma considered this a cancellation from the customer, so I was supposed to get a refund and could place a new order.
I ordered a second one and called customer service to double-check if my address details were correct this time. It turned out they were not (??). I provided the correct address, and the representative assured me that everything was now in order.
Two days later, I received another email: the order had failed again because the courier service still didn’t have the correct details. So, I ordered two toppers and received nothing.
Today, I called customer service again. They will conduct an investigation, and if my story checks out, I will get my money back. If my story checks out?? Never again for me—Emma Sleeps.
March 16, 2025
Unprompted review
Reply from Emma Sleep NL
Hi Ingrid,
Thank you for your review.
We're truly sorry to hear about the issues you've encountered with the delivery of your topper. We completely understand your frustration, especially after multiple failed attempts to receive your order. I’ve looked into your case, and I can confirm that both of your orders have already been refunded yesterday and today. We apologize for the inconvenience this situation has caused.
To assist you further, I’ve also sent you an email with additional information about the steps we're taking to resolve this matter. If you have any other questions or need further assistance, please don’t hesitate to contact us.
Wishing you a pleasant day.
Best regards,
Bas from your Emma team
Order --> Hurdels --> and enjoy
I have ordered sinature box spring 200x200 at Leidschendam, Den Haag. Surprisingly the order has received very early than expected. But before receiving I also went through the hurdel as the other review mentioned. My order got cancelled and I was advised to visit the showroom once again to get further info. I visited and asked them to continue the order. They agreed to check as the showroom manager is not available only the sales attendant was present. Later few days the magic happened. They start to send all the parts of the bed. Installation is another problem with communication because they haven't clearly mentioned that they are coming for delivery+installation. But managed to complete the installation. The installer was quite under time pressure and installaed direction of the legs wrongly. I helped to correct it. Finally our new bed is complete. Other than the hurdels of ordering and delivery, the bed is quite good with the diamond topper, we are enjoying our night sleeps.
February 6, 2025
Reply from Emma Sleep NL
Hi Satheesh,
We appreciate you taking the time to share your experience with us. We understand that the ordering and delivery process was not as smooth as you hoped. It's frustrating to encounter unexpected hurdles, especially when you're looking forward to receiving your new bed. We're glad to hear that the bed itself meets your expectations and you're enjoying your nights of sleep. We'll take your feedback into consideration as we strive to continuously improve our customer experience. If you need any help, please don't hesitate to reach out to us. Have a lovely day!
Sincerely,
Janine from the Emma team
Reply from Emma Sleep NL
Hi Nikolaos,
Thank you so much for your review, we are happy to hear that you enjoy your new Emma product. If you have any questions, please don't hesitate to reach out to us. Have a lovely day!
Sincerely,
Janine from Emma
Reply from Emma Sleep NL
Hi Karyn,
Thank you for taking your time to leave us a review here. We are happy to hear that you enjoy your new mattress and that it was delivered so fast. If you have any questions, please reach out to us. Have a lovely day!
Sincerely,
Janine from Emma
Very poor service
Very poor service. I have ordered over a month ago, half of the package was lost and had to be resent after calling customer service 3 times. The other half of my package has still not been processed and the customer service cannot give me an indication of when I can expect the package. They keep telling me I will receive it but over 4 weeks and nothing yet.
January 27, 2025
Unprompted review
Reply from Emma Sleep NL
Hey Johandi,
Thank you for your feedback, we appreciate you leaving it.
I apologize for the delayed response, due to the crowds I was not able to respond earlier.
We're sorry to hear that you've had problems with your order. I would like to help you. Hopefully we can come to a solution!
To be able to help you further, I would like to ask you to send us a private message with your order number, the email address and the full name on which the order was placed.
I apologize on behalf of Emma for any inconvenience you may have experienced as a result.
If you have any other questions, feel free to ask!
I wish you a very nice day.
Regards
Paulino from the Emma Team.
The topper has a strange smell for…
The topper has a strange smell for almost 3 weeks now.
February 12, 2025
Reply from Emma Sleep NL
Hi Alex,
Thank you for reaching out to us. I am sorry to hear that your topper has a strange smell, since this should not happen after 72 hours of unpacking the topper.
I will reach out to you per email to resolve this matter. If you have any questions, we can also discuss this per email.
Kindest regards,
Nathasja
Fast delivery
Fast delivery. This time I bought the pillows with the promotion 1+1 free. I am very picky with my pillows and took me years to find a perfect match. These are amazing! Very soft yet providing the right support to my head and neck. Lovely! Very happy also with the high quality. Do recommend.
February 9, 2025
Reply from Emma Sleep NL
Hi RL,
Thank you for your kind words and for taking the time to share your experience. We're thrilled to hear that you're enjoying your new pillows and that they've met your expectations. We appreciate your feedback and are happy to know that our products have made a positive impact on your sleep. If you have any questions, please feel free to reach out to us. Have a nice day!
Regards,
Jey from Emma
Good quality product.
Good quality product.
Only the delivery part could be improved by proving a delivery by appointment option.
February 5, 2025
Reply from Emma Sleep NL
Hello Danilo,
We appreciate your feedback and are glad you enjoyed the product. We understand the importance of convenient delivery options and will consider your suggestion for future improvements. If you need any help, please don't hesitate to reach out to us. Have a lovely day!
Sincerely,
Jey from Emma
Nothing really special for this price
Nothing really special for this price. The matras is too soft from both sides.
February 14, 2025
Reply from Emma Sleep NL
Hi Deborah,
Zoals wij net telefonisch hebben besproken, ben je tevreden met de Emma Gel Grid Topper EU 160 x 200 cm. Dat is fijn om te horen! Ik ben blij dat je tevreden bent met de topper en wens je een fijne dag verder.
Groetjes,
Moises van het Emma Team
Sweet dreams
Super fast delivery and the comfiest mattress that I ever had, haven’t slept like this in years! Super good quality-price.
February 12, 2025
Reply from Emma Sleep NL
Hi there Lucia,
Thank you for your kind review and for sharing your experience. We're glad to hear that you are happy with your new comfy Emma mattress and the delivery. If you have any questions, please don't hesitate to reach out to us. Have a lovely day!
Sincerely,
Jey from the Emma team
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