Emma Sleep NL Reviews 

Comfortable

Helpful post purchase service but product could be improved.
I ordered a mattress Emma Hybrid 2, comfy to sleep alone but it was too bouncy to sleep with someone else, and the mattress cover kept on sliding with every move.
On the positive side, the delivery was very fast, and return quite smooth. The refund was received the next day after pick up by the carrier.

According to expectations

Delivery time beetwen 3-10 days, been waiting for longe than that and when delivered was only half of the order.

Edit:
No it wasn't delivered. I ordered a bed and the only delivery wasn't for the bed frame. So, only half of the order was delivered.

The process of getting in touch with Emma was so unpleasant. Placing wrong phone numbers and email addresses delayed the process of getting my faulty product replaced by 4 weeks. Once you actually have personal contact, they are really nice but they can’t or don’t help you and make false promises of getting back to you within a certain timeframe.

I have purchased two 90x200 mattress and one 180x200 mattress and some pillows 33 days ago from the store in Amsterdam, I was about to move the house and delivery of the new mattress was so crucial as we had no mattress to sleep on, I was promised the delivery would take 10 days (or max 2 weeks) that was acceptable for me and I have made the payment. There started ny worst experience ever… After two weeks there was no track of my order and when I write I was asked to check the status of my order. After a few days I realized that something was wrong and I went to the store that I have purchased, to check the status of my order. After the sales person in the store told me he has no idea of my order, I said I would cancel my transaction, thereafter he reached to a guy from supply chain, he said my mattress would be delivered in a week, so I left the store to wait for a week, guess what happened, after a week I only received the pillows!
No sign of any mattresses, I called the guy and he told me something is wrong and he would fix it, of course nothing was solved. I wrote to insta and someone else called me explaining she would be the only point of contact for my delivery and I should not call anyone else. I waited 2 days and I could not get any reply so I visited the store again and I learned that the store has two mattresses of the same model I was expecting so I picked up those two mattresses loaded to my car and deliverd home my self!
Now the only one left is the 180x200 , I wrote an email and I was updated with logistics company web page and a tracking number, I thought I was at the edge of receiving the products, of course it is not so easy, when I did the tracking I recieved the message below:
“the shipment has been registered, but has not been received yet”
What exactly does this mean? I texted the logistics company and they said “sorry not in our depot yet.” In short nobody has any idea of where my matress is.
This the worst service that I have received from any company, they sell the products which they do not have and if you are lucky enough to reach a product you can deliver it by yourself otherwise you need to wait for an unknown period, might be weeks or months!

Comfortable and firm

I bought the Emma Hybrid Premium Mattress, and after sleeping on it for three months, I realised it was just too soft for both my wife and I, and it was giving me terrible back-ache.

With trepidation, I went online and ordered a return. (Finding the returns page was overly difficult on the site - the chatbot didn't work, so I Googled it.) From that point, things went brilliantly. They organised to come pick it up in a few days, and the next day I see that my refund has been processed.

I have to knock off a star for making it so hard to find the returns page page, and because the mattress is too soft, but the smoothness of the return means I would recommend Emma.

Worst customer service ever! I’ve been trying to change my delivery address since 4 days because I realised 2 minutes after I placed the order that I still had my old delivery address within my PayPal account. I’ve been calling the customer service since then multiple times everyday to try to fix the issue. I am either met with people not understanding English and hanging up on me due to that or telling me to write an email because they cannot forward me to an English speaking colleague. Or I’ve been told that it has been fixed and a confirmation will be sent to me within the next few hours. I received no confirmation so far and there were even packages send out afterwards to the wrong address!!! When I reached out over mail they tell me that I need to contact the delivery companies to change the address, while the delivery company GLS clearly states it needs to be changed by the company it was purchased.

So in summary no one is helping me since 4 days for such a simple issue which should have been fixed in 2 minutes. I was the biggest fan of Emma beds since I am super happy with the one we already have but this experience is just the worst customer service experience I ever had. I cannot understand how they can have such great beds but such a horrible customer service.

I ordered two pillows from emma-sleep.nl on November 21, 2024. The payment went through without a hitch, but I haven't heard from the company since.

The problem is that my order has never been shipped since that date. It's still marked as “confirmed” (when I check the tracking website). I've contacted customer service twice (by e-mail at "service") because I'm starting to get worried, but again, no news.

Overall, I'm disappointed to have bought two pillows (“guaranteed delivery in 3 open days”) and to have received neither the product nor any feedback from customer service. I understand that the current period (black-friday & christmas) complicates things, but in my case it's not due to the delivery companies as my package never left emma's warehouse.

Worst customer service ever. Do not order here.

I went to the store in Amsterdam and purchased a bed and mattress. It’s been now 3 weeks and have not received anything. Support does not help me and says I have not purchased anything. They are not helping and now I don’t have a bed and have lost 1300€. How can we make this company give us our money back??

Update 25/11: I get a comment here but when I send the emails no one responds. I have sent everything you asked for and still no updates.

Completely garbage experience!
Really regretting my purchase. I never post reviews but I am so incredibly frustrated with the experience, I didnt see another way.
Ordered a bed over a month ago, the first delivery attempt the bed was damaged. A month later we are waiting for the second delivery attempt.
Only received a headboard, and a single bedbase. How incredibly ridiculous!
We got a new bed as a wedding gift to ourselves, and had to get mattresses for parents and in laws while they stayed over at our house, because they didnt deliver as and when they promised.
Ive called and emailed and even been to the physical store multiple times, and the only response I get from customer service is ‘we will forward this issue to the necessary department’
Dont bother purchasing, youll just be given the run around.

The worst purchase ever in my life. Bed broke after 3 months of use. Customer service answers with template messages without giving any solution. It is all fake!! Wonder how can this kind of company survive so long.

They postponed me to response for rhe campaign and found out they do not have discount for only the product I bought it.
Funny company don’t be engaged

I ordered a matrass, a topper and a duvet at the same time - same order. Instead of grouping the order into a single delivery, Emma chooses to use 3 different delivery services to ship the items. PostNL for the topper, GLS for the matrass and DPD for the duvet (?!). So the company expects normal working people to reserve 3x3 hours at home in a week to receive their purchased products. Products which are both expensive and large, meaning as a customer, I would expect to be able to choose my delivery slot.

And no, you cannot change the delivery slots for PostNL. I tried, as my new house is empty and with no heating, but PostNL did not accept changes, and informed me of the delivery slot (8-11) at 23:30 the night before... So today I got to spend 2 hours in a cold empty house waiting for a package, and I will most likely have to do it twice more for GLS and DPD - just to receive a single order. RIDICULOUS!

0 STAR Warning, don't buy here. They are scammers. Emma refuses to take the item back and refund my money, you have been warned.

Great mattress and pillow.

The zero gravity pillow was over my satisfaction. Cannot expect more. 5 stars

Super topmatras!