Emma Matratze Reviews 

THIS IS A SCAM! STAY AWAY!

I placed an order on 2 July 2026 with a delivery scheduled for 6-16 July. The vendor announced the delivery on 2 July and nothing happened.

Customer Service doesn't exist. If you attempt contact they just send automatic replies, and then follow up with an automatic follow up asking if you need further support (whereas the original request is not even addressed). To date, the order is left at "order announced".

I raised a dispute with my bank on 14 July 2026, and on 18 July they challenged my dispute although no order left their warehouse (it is already 2 days beyond the end range of the scheduled delivery window). I will hire a lawyer and reach out to consumer rights if this takes longer.

Unfortunately, there weren't many negative review when I placed the order. However, if you check now, there are so many negative reviews as of recently. Save yourself from unnecessary hassle and find a mattress somewhere else.

I was surprisingly happy with my purchase(a 160 cm bed and matrice) from you guys.

It is comfy, but please try to make the setup easier, haha.

Day 2:

Day 1 the courier could only tell me it will be delivered at the "end of the day". Fair enough, I will take my dog for his walk in the morning. "End of the day" meant 12:08 and I missed them.

Day 2: I have been waiting there, a house being refurbished, from 8am to 5:30pm. Nothing. No updates, no notifications, and now I have to get back to my dog.

It is 2026 for goodness sake. Most couriers will either give a 2 hour window or "Notify when an hour away". Why such awful, terrible courier service for what is an expensive, premium item.

Oh, don't bother emailing customer service. I've heard nothing from them since early yesterday afternoon.

Sadly this is the first of potentially multiple orders I will be giving over the next six months so a lot of business lost.

am yet again writing a further review on Emma sleep uk regarding there demands that I return a mattress protector and pillows which they are demanding i return.
I've again reached out to then to provide the original invoice as my proof of purchase which clearly states I was not charged for the ltems, and explained to yet anither unhelpful telephone call handler that i had gifted the mattress protector to my daughter as I already had a good quality protector that came with extra deep fitted style sheet - or protector in this case.
And also the fact they were gifted to me, so why would they try to insist the needed their return?
It beggars belief the lengths that emma uk will stoop too? To try and cause me stress and anxiety over the last which will now be approaching 10 days!
My invoice clearly states that the items emma sleep uk sent were free and therefore are mine to keep.
As were not part of original purchase of £799.
Please feel free ti look up the invoice number 0600214591 which clearly corroborates the items were not included in the overall purchase of order 0006-R4HBYT

Great Pillow, my neckproblems solved itself

It’s good we have 4 now

When ordering, had unspecific information about delivery, still went with it. After purchasing, a few days later get an email saying the mattress topper will come in a month or so. Decide to wait - huge mistake. Pillow ships separately. GLS decides to deliver to some random person. File missing package. They send another pillow with GLS. GLS rings bell, walks away, and tell me I can go pick it up from their collection sites (if I wanted to collect it I would have chosen that as my delivery option). Decide to cancel order. Topper still hasnt shipped. Tell Emma to cancel everything. They tell me I have to reject the topper when they try and deliver it; the topper that hadnt left their warehouse yet. As soon as it goes out (a month or more after the order was placed) i immediately cancel it with GLS to have them return it. Takes another month, month and a half to finally get refund returned to me. Only reason this isnt 1 star is because the customer service team is incredibly responsive.

During the back ordered time, purchased items from a competitor, had my product within a week. Will never know how good/bad the actual product is which is a shame as I was looking forward to it.

I purchased a mattress two years ago, and while removing the cover, the zip broke. I reached out to Emma to request a replacement cover, and was asked to provide a photo of the label so they could identify the model. After locating the label, I was told they were unable to identify it, and was offered either a full refund or a partial refund while keeping the mattress — which was frustrating, as all I needed was a replacement cover or a spare zipper. On top of that, I was informed that they couldn't provide a timeline for when the mattress would be collected, as this is handled by a local partner. Overall, this is probably one of those products that works well when everything is fine, but the after-sales support and availability of spare parts leave a lot to be desired.

In October 2025 I had an order with this company (Order #301873744). Due to ongoing issues with delivery and returns, the process ended up taking around 1.5 years to resolve.

On 23 October 2025 I received an email from the company confirming that I would receive a refund of €695.94. In the same message they asked me to provide my IBAN details so the refund could be processed, which I did immediately.

However, the refund was never fully paid.

After several months and more than eight contacts with customer service, I was informed that their finance department had made a new calculation and that they would only refund €556.75.

According to the company, a previous compensation payment for the long delay has now been included in this calculation. However, that compensation was originally provided for the delivery delays and was separate from the later confirmed refund.

The company now states that the case has been closed by their finance department, even though the refund of €695.94 had already been confirmed earlier.

I find it disappointing that a confirmed refund can later be changed unilaterally after several months. I hope the company will still resolve this matter properly.

great service overall. Too pad DPD is an unreliable shipping partner as sometimes packages are never delivered.

Most frustrating customer service ever. All delivery times exceeded, mattress sent to Paketshop and not to customer, no help from hotline, no possibility to contact by mail. Told Emma have done their part and now I have to wait. Save your nerves and order from a supplier with a decent service that it easily contactable.

13.2 Still no resolution. Emma is not prepared to take any action to ensure customer satisfaction. Don't ever order direct!

they didn’t cancel my item after i returned it so now a creditor is asking for payments for something i don’t even have.

I am writing this review to report a serious delivery and customer service failure involving Emma’s operation in Brazil.

On November 26, I purchased an Emma mattress through Amazon, from Emma’s official store in Brazil. The delivery was confirmed for December 10. Based on this information, I donated my old mattress, trusting that the delivery would be completed as promised.

The mattress was never delivered. To this day, I have received no concrete information regarding its whereabouts. The carrier is listed only as “standard”, with no tracking number, no delivery link, and no way to follow the shipment.

I contacted Amazon and was instructed to contact Emma Brazil. Emma Brazil then redirected me back to Amazon. Since then, I have been caught in a continuous loop, with no accountability, no follow-up, and no response from either party.

As a consequence, I have been sleeping on my sofa since December 10. My 80-year-old father has already arrived, and in order not to make him sleep on a sofa bed, I gave him my bed. This situation could have been easily avoided with basic communication or responsible delivery management.

Despite several attempts to resolve this issue, no solution has been offered and no responsibility has been assumed.

This experience is far below what is expected from a global brand like Emma. I hope this public review encourages the company to finally address this situation with transparency, accountability, and respect for the customer.

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

Good bed, not the softest but i think its good for back

Best matratze I’ve ever used jn my entire life

I am not someone who easily gets irritated or rushes to post negative reviews. However, Emma, you have absolutely earned this one. And the only reason I’m giving you one star is because giving zero simply isn’t an option.

Nearly four weeks ago, I ordered an Emma mattress along with the corresponding slatted bed base. The mattress arrived relatively quickly, but the bed base—which is essential—has still not been delivered. On 14 November, I received an email from Emma confirming that the bed base was going to be delivered on that date. This was already strange, given that email arrived late in the evening on a Friday… and of course to this day, nothing has been delivered.

I have contacted Emma’s customer support three separate times, and the only response I’ve received is to “be patient,” with no explanation, no updated delivery date, and no meaningful information whatsoever. Absolutely nothing.

It has become painfully clear that Emma invests heavily in advertising and social media presence while showing a shocking lack of care for actual customer experience. I am beyond disappointed and genuinely angry. I currently have an expensive mattress sitting unopened in my home because I am still missing the slatted bed base I paid for nearly a month ago.

Thank you, Emma, for wasting my time, testing my patience, and completely ruining what was supposed to be a smooth and positive experience. At this point, I want full refund and my money back. Never again!,,,

Update as of 11 December 2025:
As indicated, I originally posted this review on 28 November. Today is 11th of December 2025, and the two slatted bed base still have not been delivered. Additionally, Emma’s customer service team has stopped responding to my emails.

I called twice today. During the first call, the Emma’s representative stated that the undelivered parcels were not Emma’s responsibility and that I should contact the delivery company directly. The call was then abruptly disconnected, which is entirely UNACCEPTABLE!!!! During the second call, another Emma employee informed me that their system was down and that she would call me back. Did she???

I am simply requesting a refund of the money I paid for something was never delivered to me. However, it does not appear that this will be resolved any time soon.