Emmasleep Reviews 79

We have Emma mattresses in all our bedrooms, we were very happy with them and the service at first but after a few years our double original mattress developed a fault which led to severe back and hip pain and my husband and myself were unable to sleep together due to severe sagging. Emma accepted the proof we sent them and offered us a full refund as per their guarantee, however that was in December snd we are still waiting for the mattress to be collected! They will not issue us with a refund until it is collected so we are stuck with an unusable mattress. We have had around 30 emails with them and their logistics partner but to no avail. Getting very frustrated now!

We purchased the Emma Premium Mattress in May 2023 after a serious back injury. We chose Emma Sleep specifically because of their claims about premium support, durability, and long-term spinal alignment. We deliberately invested in their highest-tier model expecting exceptional quality.

Less than three years later, the mattress has developed a deep and unacceptable dip. It no longer provides proper support and is now actively worsening my husband’s back condition.

A mattress sold with a 10-year warranty (especially a premium model) should not structurally fail this quickly. This is not normal wear and tear; this is a significant sag that makes the mattress uncomfortable and unsuitable for someone with back issues.

At this stage, we are extremely disappointed and feel let down by a product that was purchased specifically for injury recovery.

We hope Emma resolves this quickly and stands behind the quality they advertise.

If I could give a minus score then that is what I would give. DO NOT waste your money on this Tin Pot outfit as the mattresses are not fit for purpose and after a few years when the mattress fails good luck at getting your refund and hope you have a big house to house the faulty mattress as they will tell you all what you want to hear like "We will get the mattress collected and issue a refund" That's a FOB OFF, MONTHS later you are still trying to sort it. One thing Emma the Company" is good at and that is "Passing the Book" to every Department they can think of, Picture them sat there behind a desk with many HATS on !!! No wonder they were taken to court (CMA) The Competition and Markets Authority and Watch Dog have suspended their best buy endorsements on the Company "Emma" .

It is now January 2026 and STILL NOT SORTED !!

I ordered an Emma sofabed in May 2025. Since then I’ve had six failed deliveries – the first was the wrong colour, and every other attempt arrived damaged because of poor packaging. After months of stress, unusable rooms, wasted time, and extra money spent, Emma finally agreed to issue me a full refund plus 20% compensation.

But now they are backtracking. They are trying to include a £173 payment made earlier as compensation into the refund amount, even though this was never part of the final settlement. The agreement was clear: refund in full + 20% compensation, excluding the £173. This was the agreement we settled at and I asked for an email that stated this amount. I never received an email but did today and they are using the earlier compensation as a 'refund'. By refusing to honour this, Emma is short-changing me by hundreds of pounds.

At this point I believe I am being scammed. They must have phone recordings of what was agreed, yet Emma’s customer service keep twisting their own wording and delaying payments.

All I wanted was an undamaged sofabed in the correct colour, or failing that, the compensation I was promised. Instead, I’ve spent over 4 months fighting for what I paid for and still don’t have a resolution.

I will now be contacting trading standards and my bank to raise a dispute and I hope they have recordings of the agreement that was made.

Edit 03/10/2025
Emma still owe me £520 compensation as agreed via calls and emails. I am now requesting a subject access request and making a legal claim and contacting trading standards to ensure I get this back.

Title: Deeply Disappointed – Poor Quality & Service

I rarely leave reviews, but my experience with Emma has been so frustrating that I feel I need to. The mattress itself was nothing like advertised: uncomfortable from day one, with poor support and clear dips forming after only a short period of use. What makes it worse is the customer service — extremely slow to respond, dismissive when they finally do, and unwilling to offer meaningful solutions.

The return/guarantee process is overly complicated, with delays at every step. It feels like once they’ve taken your money, you’re on your own. I had expected a reputable company with good support, but this has been the exact opposite.

If you value quality sleep and straightforward customer care, I’d strongly recommend looking elsewhere.

Terrible scam of a company
Claim you have 10 year warranty but will continue to ignore your messages
I’ve been messaging since 2023 to resolve a dipping and sagging mattress but just have been given the run around for years

Absolutely shocking customer service. I called to fix an error with my address and they told me they fixed it and I’d get an email. I never got the email. I just got an email later saying I need to contact UPS. UPS. Who said I need to contact Emma, who said sorry we can’t help we highly recommend you contact UPS. If only I could go back in time and never buy from them.

Terrible company!

They scheduled the delivery multiple times and did not show up for no reason... Did not try to call
Been chasing them multiple times, still no mattress.

Terrible customer service, I do not recommend

Just cannot contact them - what a joke !

Wouldn’t recommend as a product or a reliable company. Initially purchased via the Uk website , Box arrived in tatters , so packaging was not suitable at all. Firstly did not find the firmness of the mattress suitable , informed the company as they say you can , and they sent an additional piece of basic foam , totally useless and went straight in the bin. Then instantly had permanent grooves despite very regular turning of the mattress. Tried contacting to replace / refund but they required photos of the unevenness which is near impossible to show in a photograph. Wouldn’t recommend.

Ordered a mattress on 12th January, despatch confirmed with delivery date by 21st January. Did not arrive. Despite many phone calls and oral and email promises, offered a refund on 21st January.
Still pursuing refund and on 3rd February the call centre, acting on behalf of Emma, said refund will be processed today or tomorrow but it could take 7 to 14 days for my credit card company to process the refund!
All talk and no action so far.

An absolute disgrace I brought three mattress and one has defaulted I have sent loads off emails they just don you off asking for more pictures when you do resend they don’t respond for over a week I have emailed every day and they don’t respond don’t believe the ten year warranty rubbish they can’t hold up a ten day email response don’t waist your money buy somewhere else

I can already see from the existing reviews that Emma is not a reputable company but I will add my own very negative experience to the mix. We waited until Black Friday to order some bedding from Emma. They never sent a confirmation email. It was extremely difficult to get in touch with anyone at the company to discuss this. The "chat bot" on their website is completely redundant and there is no email address at which to write to them. If you call the help line it is apparently impossible to get a human to actually speak to you. Despite several efforts (including several messages being read and ignored on their social media channels) to enquire about the status of our order, we received no clear response. Then, today, an almost full month after the order was placed, they've sent a curt email notifying us that the order has been unilaterally cancelled, with a derisory 10% discount code for future orders (obviously I will NEVER order from Emma again and instead take my custom to Simba Sleep or one of their other competitors). I wish we had ordered from a more competent company. If the refund for the cancelled order is not received very soon indeed I will issue a legal claim as I do not trust this company at all. Awful experience.

Emma clearly have no care for their customers; their customer service is slow and unhelpful, requiring constant chasing. They don't honour their 10 year guarantee, using any possible excuse to get out of it. I think they must rely on people giving up because they are so painful to deal with.

Ordered original Emma mattress said be delivered in couple days, waited over a month without any updates, in the end after trying to get through on numerous occasions i was told they had stopped manufacturing the mattress that I'd ordered!! but surely they shouldn't have sold me a product that had been discontinued.
Did eventually get my money back but very disappointed with the company

I have not yet purchased an item however I,was about to spend loads on a duvet from Emma....

Thankfully I read some reviews before purchasing and thanks for these comments saved me my hard earned money .

Crumbs, they are really terrible, less than two years and it’s not fit for the cat, lumpy and sunken. I thought i just had bad back till I slept in another bed and it was great. Only just finished paying for it as well.

Never buy Emma products. I’ve pressed one star so I can leave this post but they don’t get any stars!

After taking my money, I’m then told they can’t fulfil the order - delay of 3 weeks becomes 3 months and still no sign!

Customer support doesn’t respond, complaints team doesn’t respond. I’ve had to fight to get my money back and still don’t have all of it despite countless calls to an international number!!

They are a joke!!!

The mattress itself seems fine, but nothing to write home about. The service, however, is genuinely shocking.

The day after I purchased my mattress it showed that it came with a free mattress protector - I enquired as to whether I could qualify for this and they advised I'd have to send back the used mattress and order a new one to get the free protector - baffling since mattresses are notoriously one of the worst things for the environment.

Other issues included the service to remove old mattresses inexplicably "not being available" so I was left to figure out a solution; my purchase supposedly coming with a £45 voucher they now claim to know nothing about; and staff telling me I was lying about having contacted Emma previously and receiving no response. On which note - they also don't respond to emails. Ever.

DONT BUY THEIR ORIGINAL HYBRID MATTRESS. REALLY BAD QUALITY AND FRANKLY NOT WORTH EVEN £50.

I bought this mattress less than 2 years ago and now is gone so soft that you sink in it when you sleep and its impossible to sleep on it. Had to turn it so often as well. It has become totally unusable. Tried to request a refund from them but they made my life hell and want me to take all sorts of videos and photos and effectively do a product quality check which they should be doing this. What's worse in their terms and condition it does not even stipulate that in case of refund request customers have to go through to many hoops and mountains before they even approve a refund or replacement. Currently as things stand I will be taking them to court and will post online as to the progress on that front so the wider public is aware before buying anything from Emma Sleep.