Helen

Very disappointed with Madam Muse. The quality of the item I purchased was not what I expected for the price paid. To make matters worse, the returns process is near impossible, with very little clear guidance or support. I have tried contacting customer service multiple times regarding my return and have received no response. Poor customer service and an extremely frustrating experience overall. I would not recommend purchasing from this company.

I received the Emma Hybrid Premium mattress as a replacement under the 10-year guarantee for my 4-year-old Emma mattress that had started sagging, and I’m really disappointed. The quality is nothing like my original one. My old mattress had started giving me a bad back, but since getting this replacement, it’s actually become worse.

The new design with springs is very uncomfortable — I can feel every movement during the night, and the sides are so soft that there’s barely any support. I’ve also noticed that the base of the mattress seems smaller than the top, with a clear size difference, which makes it look and feel uneven. When I contacted Emma, I was told it can take up to two weeks to fully inflate, but I really don’t think that should be the case for a mattress in this price range.

Overall, I’ve been struggling to sleep properly since receiving it. I expected this to be an upgrade, but sadly the quality and comfort have gone downhill compared to the original model.

Update:

To make matters worse, Emma have been very slow in resolving the issue. I’ve sent all the photos they requested and followed up several times by email, but I don’t seem to be getting anywhere. I’ve now had to order a new mattress elsewhere, as I’m waking up in agony every morning because of this one.

Update 2:

The mattress has now been collected, and I’ve emailed them with proof of collection. Let’s see how long it takes for them to sort out the refund.

Update 3
I still haven’t received my refund, and now for some reason my request has been sent to Emma Mattress Portugal. I have no idea why this has happened, but it’s causing even more delays and confusion. Having to purchase a new mattress just before Christmas when I’m a single mother of 5 isn’t great, and this whole situation has made things even more stressful. Still waiting for this to be resolved.

Update 4
43 emails sent back and fore, the 72 working hours they stated passed a couple of days ago and still no progress on my refund!

Update 5
It has now been 14 days since the mattress was collected, and despite more than 50 emails back and forth, I still haven’t received my refund. This is absolutely disgraceful. The level of incompetence, lack of accountability, and complete disregard for customers is shocking. I have never experienced service this poor.

I received the Emma Hybrid Premium mattress as a replacement under the 10-year guarantee for my 4-year-old Emma mattress that had started sagging, and I’m really disappointed. The quality is nothing like my original one. My old mattress had started giving me a bad back, but since getting this replacement, it’s actually become worse.

The new design with springs is very uncomfortable — I can feel every movement during the night, and the sides are so soft that there’s barely any support. I’ve also noticed that the base of the mattress seems smaller than the top, with a clear size difference, which makes it look and feel uneven. When I contacted Emma, I was told it can take up to two weeks to fully inflate, but I really don’t think that should be the case for a mattress in this price range.

Overall, I’ve been struggling to sleep properly since receiving it. I expected this to be an upgrade, but sadly the quality and comfort have gone downhill compared to the original model.

Update:

To make matters worse, Emma have been very slow in resolving the issue. I’ve sent all the photos they requested and followed up several times by email, but I don’t seem to be getting anywhere. I’ve now had to order a new mattress elsewhere, as I’m waking up in agony every morning because of this one.

Update 2:

The mattress has now been collected, and I’ve emailed them with proof of collection. Let’s see how long it takes for them to sort out the refund.

Update 3
I still haven’t received my refund, and now for some reason my request has been sent to Emma Mattress Portugal. I have no idea why this has happened, but it’s causing even more delays and confusion. Having to purchase a new mattress just before Christmas when I’m a single mother of 5 isn’t great, and this whole situation has made things even more stressful. Still waiting for this to be resolved.

Update 4
43 emails sent back and fore, the 72 working hours they stated passed a couple of days ago and still no progress on my refund!

Update 5
It has now been 17 days since the mattress was collected, and despite more than 50 emails back and forth, I still haven’t received my refund. This is absolutely disgraceful. The level of incompetence, lack of accountability, and complete disregard for customers is shocking. I have never experienced service this poor and they are now ignoring my emails

I received the Emma Hybrid Premium mattress as a replacement under the 10-year guarantee for my 4-year-old Emma mattress that had started sagging, and I’m really disappointed. The quality is nothing like my original one. My old mattress had started giving me a bad back, but since getting this replacement, it’s actually become worse.

The new design with springs is very uncomfortable — I can feel every movement during the night, and the sides are so soft that there’s barely any support. I’ve also noticed that the base of the mattress seems smaller than the top, with a clear size difference, which makes it look and feel uneven. When I contacted Emma, I was told it can take up to two weeks to fully inflate, but I really don’t think that should be the case for a mattress in this price range.

Overall, I’ve been struggling to sleep properly since receiving it. I expected this to be an upgrade, but sadly the quality and comfort have gone downhill compared to the original model.

Update:

To make matters worse, Emma have been very slow in resolving the issue. I’ve sent all the photos they requested and followed up several times by email, but I don’t seem to be getting anywhere. I’ve now had to order a new mattress elsewhere, as I’m waking up in agony every morning because of this one.

Update 2:

The mattress has now been collected, and I’ve emailed them with proof of collection. Let’s see how long it takes for them to sort out the refund.

Update 3
I still haven’t received my refund, and now for some reason my request has been sent to Emma Mattress Portugal. I have no idea why this has happened, but it’s causing even more delays and confusion. Having to purchase a new mattress just before Christmas when I’m a single mother of 5 isn’t great, and this whole situation has made things even more stressful. Still waiting for this to be resolved.

Update 4
43 emails sent back and fore, the 72 working hours they stated passed a couple of days ago and still no progress on my refund!

Update 5
It has now been 14 days since the mattress was collected, and despite more than 50 emails back and forth, I still haven’t received my refund. This is absolutely disgraceful. The level of incompetence, lack of accountability, and complete disregard for customers is shocking. I have never experienced service this poor.

After having issues purchasing 2 sim only deals through Vodafone online and both of them not being activated after 6 days I decided to pop into the Vodafone shop in Llanelli first thing this morning, the staff are really welcoming and friendly and Chris was fantastic, within an hour I now have 2 new sims that are actually working. If I have any issues in future, I won’t waste my time with Vodafone online chat, I’ll pop straight to the Llanelli branch

Great online chat option, Jonathan was very helpful when my return wasn't registered on their end

Fraud at its best. Stealing money from a 14 year old child through paypal

Absolutely useless, noticed fraudulent activity on my daughters bank account coming out through paypal, tried to get help from them but they wouldn't give any. Now closed my account and the company that has been stealing money from my daughter through paypal seems to be doing the same to alot of people

My fridge couldn't be repaired and I had to pay extra for a fridge that looks anything like the one I had and also £10 for them to take my old fridge away. I had the matching larder fridge and freezer which took me a long time to get and cost me alot of money and now I'm going to have mismatched items

Purchased ex display Alto 2 seater, 3 seated, electric recliner and footstool in November, delivered in December, badly packaged and damaged in quite a few places by the (non DFS) delivery drivers, sent photos to dfs and they came out and touched up all the damaged areas, not the best job I will be honest but it will do. Since having the sofas, the leather on the 3 seater started to split/peel on the seat pad, got in touch with dfs again and they sent someone out to touch it up but the service manager suggested they replace the seat covers which should be happening next week. This morning, I have now noticed that the same issue of the leather splitting/peeling is happening with the 2 seater, its very dissapointing seeing as how much we have payed for the set and also seeing as our last DFS sofas lasted us nearly 12 years.

Same as other reviews, placed an order this morning for ps5 digital, received order confirmation email and separate email from chat saying that they would be in touch two days before dispatch but now the website has been suspended and they have not replied to another email I had sent them, will change review if the consol arrives

Waited 12 days for an engineer to come out to confirm that the tumble dryer is a write off, its had to have 6 repairs in 2 years so I am entitled to a new machine...so engineer came out on friday, did his report and now I have to wait 5 working days for them to issue a voucher so I can go and get a new machine why so long I do not know, the machine is broken, I have 5 children and he weather is horrendous, so I'm now on day 14 of no tumble dryer and no one trying to help speed up the process, why we bother paying for such a shoddy service I do not know

My local Hermes courier is great, really friendly and polite

Had a Beko 10kg washing machine, was using 50ml of detergent and the washing machine was leaking from the detergent draw when the machine was on the spin cycle, had it replaced with a new machine, same model, same thing happened so had it replaced for a different make and model 10kg machine, can use 100ml of detergent with no problem. Got in touch with Beko as their machines have caused damage to my brand new kitchen, they are blaming me of overloading the machine with detergent, I believe 50ml is not overloading the machine, an engineer even agreed with me when they visited my house on many occasions to try and deal with the problem. So I'm left with a water damaged kitchen and Beko not doing anything to rectify it, will not buy Beko again

Easy ordering, fast delivery and ghds straightners are fab