The delivery was horrible. GLS sent me a great number of emails to get my address, that I already submitted, and to schedule a delivery which finally occured another day than the scheduled one! Becaus... See more
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See what reviewers are saying
It was a great experience, it was easy all the process since we saw the bed, the web page process and payment options. Also the delivery was really good it was inside the apartment which was great du... See more
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I was quite on the fence about buying a mattress online without in person testing. I am very happy with the quality and experience though. The bed frame has a very good quality powder coating, i... See more
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Mattress is super comfortable. Ordering process was easy and shipped right to our front door. Was skeptical about ordering a mattress before trying it out, but am very happy. Lower back pain from the... See more
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Company details
Written by the company
You are on the Trustpilot Emma Austria page. If you did not place your order on emma.at, please leave your review on the Trustpilot page for your country.
Emma Matratze Österreich
Written by the company
- 100 Nächte Probeschlafen
- Wir geben Dir gerne 100 Nächte Zeit, um Deine neuen Emma-Produkte bei Dir Zuhause zu testen. Bist Du auch nach der Eingewöhnungsphase nicht überzeugt, kannst Du die Produkte problemlos wieder zurück schicken und wir geben Dir das Versprechen einer Geld-zurück-Garantie.
- 10 Jahre Garantie
- Wir garantieren Dir eine lange Lebensdauer Deiner Matratze - Du erhältlst auf unsere Emma Matratzen eine Garantie von 10 Jahren auf Matratzenkern und Haltbarkeit.
- Kostenlose Lieferung und Rücklieferung
- Kostenloser Versand und Abholung bei Nichtgefallen sind bei Emma-Produkten inklusive.
Contact info
4.4
Excellent
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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The delivery was horrible
The delivery was horrible. GLS sent me a great number of emails to get my address, that I already submitted, and to schedule a delivery which finally occured another day than the scheduled one! Because of all of that I wasted a lot of my work time. Strongly recommend to get another delivery service or to assign them strong recommendations for the delivery.
July 17, 2026
Reply from Emma Matratze Österreich
Hello Magali, thank you for your feedback. I’m sorry to hear about your experience with the delivery. I completely understand your concern, especially when you had already provided your address and still received multiple requests for the same information. Having to spend additional work time coordinating the delivery, only for it to take place on a different day than the one scheduled, is certainly not the experience you should expect. Your comments regarding the communication and delivery process are absolutely understandable. Please accept my sincere apologies for the inconvenience caused. Your feedback is very valuable and will be shared with the relevant teams. I wish you many more restful and pleasant nights!
Best regards, Abdelazim A. from the Emma Team.
Reply from Emma Matratze Österreich
Hello , thank you so much for sharing your impression! It’s great that the mattress not only met but exceeded your expectations, giving you comfort and restful sleep. Feedback like yours is truly motivating, because it shows that the product is making a real difference in everyday life. We wish you many more restful and pleasant nights! Best regards, Zaynab K. from the Emma team.
Not one positive interaction
They "lost" my payment which, after I threatened with an attourney they admitted was a "system error" they failed to deliver it 2 times while I was AT HOME, they billed me in full but only delivered 1 out of 3 items. In the 3 interactions I had with them so far, the messed up all 3 of them. I would return it instantly if bringing it back wouldnt me such a huge hassle for me. NEVER AGAIN will I order something from this shop
May 11, 2026
Unprompted review
Reply from Emma Matratze Österreich
Hello Roland, Thank you for sharing your experience. We’re truly sorry to hear how frustrating and disappointing your interactions with us have been. Losing track of a payment due to a system error, repeated failed delivery attempts while you were at home, and receiving only part of your order while being charged in full is absolutely not acceptable. We completely understand why this has caused such anger and loss of trust. That all three of your interactions so far ended with mistakes is understandably exhausting, and we sincerely apologize for the stress this situation has caused you. This is not the level of reliability or service we aim to provide. I will contact you via email immediately to personally review your case, clarify the payment issue, confirm the status of the missing items, and ensure that a concrete and fair solution is finally put in place. Thank you for taking the time to speak up about this. Your feedback clearly shows where our processes have failed and need urgent improvement. Best regards, Mohamed A. from the Emma Team.
It's good an
December 20, 2025
Reply from Emma Matratze Österreich
Hallo Catherine, vielen Dank für diese nette Bewertung, wir freuen uns sehr, dass unser Produkt und unser Service Deine Erwartungen erfüllt haben und hoffen, dass Du sehr erholsam und bequem schläfst, es ist uns wichtig zu wissen, dass Du mit unserer Produktion zufrieden bist und wir wissen Dein Feedback wirklich zu schätzen und hoffen, dass Du wieder bei uns bestellst.
Mit freundlichen Grüßen, Emma Team.
Late and wrong delivery
I ordered a mattress and bed from Emma. The mattress came quickly enough, but it is now two months later and the bed has not fully arrived. Separate deliveries confused the process (all from China, which was a disappointment), plus pieces remain missing. This has been a frustrating experience. I would not order from them again.
August 3, 2025
Unprompted review
Reply from Emma Matratze Österreich
Hallo Justin, vielen Dank, dass Du uns Dein ehrliches Feedback mitgeteilt hast💙 Es tut uns wirklich leid, von Deinen Erfahrungen mit der verspäteten und unvollständigen Lieferung Deines Bettes zu hören, und wir verstehen sehr gut, wie frustrierend es sich anfühlen muss, nachdem Du bereits zwei Monate gewartet hast 🙏 Obwohl wir uns freuen, dass Deine Matratze schnell angekommen ist, wissen wir, dass es für Deinen Komfort und Deine Sicherheit sehr wichtig ist, die volle Einrichtung abzuschließen. Bitte sei versichert, dass wir uns dafür einsetzen, das Problem so schnell wie möglich zu lösen. Ich habe Deine Informationen hier auf Trustpilot angefordert. Könntest Du es bitte an mich schicken, damit ich Deine Bestellung verfolgen und Dir helfen kann? Herzliche Grüße, Emma-Team.
Reply from Emma Matratze Österreich
Hello Kerryn,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with the your mattress. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and comfort you expect for many years to come. Thank you for choosing Emma. 🥰
Best wishes,
Emma Team
Fast accurate, and helpful response in chat without needing to call
Company did very well. When we had questions, they answered properly in a professional and timely manner. It would be good to not only be able to see our reciept through email, but also through the website since we have to log in to make a purchase anyway.
August 17, 2025
Reply from Emma Matratze Österreich
Hallo Hanna, thank you for your detailed feedback! We’re glad to hear that our chat support was helpful and that our team responded professionally and promptly. We also appreciate your suggestion regarding accessing receipts via the website and will forward it to our team to improve the customer experience. 💜
Best regards, Emma Team.
The mattress is very comfortable to…
The mattress is very comfortable to sleep on, feels a bit hard at times, but still a very comfortable sleep.
July 17, 2025
Reply from Emma Matratze Österreich
Hello Jill, thank you for your honest feedback! We're glad to hear that you're enjoying a comfortable sleep overall, even if the mattress feels a bit firm at times. 😊 Sometimes, it can take a few weeks for your body to fully adjust to a new mattress. Wishing you many restful nights ahead!
Best regards, Emma Team.
We love the bed, didn't love assembling the frame.
We love the bed. Ordering was easy and Emma really supported the shipping when the delivery companies needed to return so we didn't have to carry a bed from the delivery shop.
The main issue is that the instructions for assembling the bed frame are unclear. Additionally, a significant problem is that the parts listed in the instructions do not fully match the components we received. It appears that some parts have been updated or changed, but the instructions have not been revised accordingly. For example, there were two different types of parts included for connecting the bed frame corners, which added to the confusion.
July 23, 2025
Reply from Emma Matratze Österreich
Hallo Valerie, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast. Es freut uns wirklich zu hören, dass Dir das Bett gefällt und dass der Bestell- und Lieferprozess für Dich reibungslos verlaufen ist, das bedeutet uns sehr viel. Es tut uns wirklich leid, dass es zu Verwirrungen gekommen ist, dass die Montageanleitung und die Teile nicht genau übereinstimmen. Wir verstehen sehr gut, wie frustrierend das sein kann, wenn Du Dich darauf freust, Dein neues Bett aufzubauen. Dein Feedback ist sehr wichtig, und wir werden Deine Kommentare sofort mit unserem Produktteam teilen, um zu helfen, die Anweisungen für zukünftige Kunden zu verbessern. Wir wünschen Dir viele weitere Nächte perfekten Schlafes! Herzliche Grüße, Emma-Team.
Reply from Emma Matratze Österreich
Dear Philippa, thank you so much for your kind feedback! We’re delighted to hear that your order arrived quickly and that you’re happy with the quality of the mattress cover. Your satisfaction is very important to us, and it means a lot to know we’ve met your expectations. Wishing you many restful nights ahead! Best regards, Emma team.
Good mattress
I was skeptical because it came in a box, but it’s actually a good mattress—at least for me.
March 21, 2025
Reply from Emma Matratze Österreich
Hello Ali,
thank You for Your feedback.
We're very pleased to hear that the mattress suits You perfectly, even after the initial scepticism about it arriving in a box.
I wish You continued restful nights.
Best regards,
Daniel from Your Emma Austria Team
Nice shopping experience
It was a great experience, it was easy all the process since we saw the bed, the web page process and payment options. Also the delivery was really good it was inside the apartment which was great due that after manipulate the bed was much more easy. Until now it has been a great experience and also a great performance of the bed.
March 27, 2025
Reply from Emma Matratze Österreich
Hello Elia,
thank You for sharing Your positive experience and for Your great Feedback! 😊
I'm delighted to hear that the entire process—from browsing our website to the seamless delivery into your apartment—was straightforward and convenient for You.
I hope you enjoy restful nights! 🌙
Best regards
Marina from Your Emma Austria Team
Reply from Emma Matratze Österreich
Hello Stephen,
Thank you for your feedback.
I'm sorry to hear that you had difficulty reaching our customer service team. This is not at all the service we aim to provide and I understand how frustrating this must be. I have sent you an email to personally address your concerns.
If there is anything else we can do for you, please do not hesitate to contact us again.
Kind regards,
Marina from your Emma Austria team
Its a good mattress but not true to size
Its a good mattress but not true to size
Sie kontaktieren mich über Compression
But over all im getting good sleep and seriously defrenet experience
February 20, 2025
Reply from Emma Matratze Österreich
Hello Yazan,
Thank you very much for your kind feedback.
It makes me very happy to hear that you like the quality of your mattress so much.
I apologize for the dimensional deviations, but if they affect you too much, please do not hesitate to contact us privately so that we can find a solution for you.
I wish you continued restful sleep on your new product. If you have any further questions, please feel free to contact us at any time.
With best regards,
Artur from your Emma Austria team
Extremly satisfied with the purchase
Extremly satisfied with the purchase. Finally I was able to find the pillow I was looking for!
February 16, 2025
Reply from Emma Matratze Österreich
Hello Daniel,
Thank you very much for your kind feedback.
It makes me very happy to hear that you are so satisfied with the delivery and quality of your products.
I wish you continued restful sleep on your new product.
If you have any further questions, please feel free to contact us at any time.
With best regards,
Artur from your Emma Austria team
No update, no contact, no mattress - Avoid!
Ordered via Austria online store on 29th December 2024. Promised a delivery date by 10th January latest. Since then - silence. No updates on delivery, delayed delivery or non-delivery. Chatbot not working, emails unanswered, nothing. Seems the money is spent on TV adverts, but not on customer service.
No doubt they will respond with reach out, reach out... Well I have, and you don't respond!
These are expensive, big-ticket items but I will start to claim money back through the credit card company and report a scam. Emma = scam
January 9, 2025
Unprompted review
Reply from Emma Matratze Österreich
Hello,
Thank you for your feedback. We are sorry to hear that you have not received any updates and experienced difficulties reaching us. We sincerely apologize for the inconvenience.
We have sent you an email to update you on the current status of your order. Unfortunately, we are currently waiting for stock and cannot provide a specific delivery date at this time. We assure you that we will notify you as soon as we have more information.
Again, we apologize for the delay and appreciate your understanding.
Best regards,
Silvia from your Emma Team.
So far bad experience
November 20, 2024
Reply from Emma Matratze Österreich
Hi Alexandra,
We're sorry to hear that your experience hasn’t been great so far. 😔 Let us know what went wrong—we’d love to help and find a solution for you.
Best regards,
Bruno from Emma Austrian Team 💙
Unprofessional! False dates! No clarity.
I ordered a mattress from Emma in Austria after reading good reviews online. I have not received the mattress, so I cannot comment on the quality, but the customer service and the inability to abide by agreed timelines, as well as a complete unwillingness to provide any clarity on delivery times or estimates means that I would not recommend this company here in Vienna. Maybe in other places where customer service is more professional.
UPDTADE: 10 days later and still no mattress, no clarity and no delivery date. The only response, here on Trust Pilot, had no follow up. Very unprofessional.
September 30, 2024
Unprompted review
Reply from Emma Matratze Österreich
Hello Pedro,
Thank you for your review. On behalf of Emma, I would like to sincerely apologize for the delivery issues.
As not all the details of your order are available, I would like to ask you to fill in your details in the request sent by Trustpilot so that I can help you further.
I appreciate your patience! I look forward to your feedback!
Kind regards Artur from your Emma team
Reply from Emma Matratze Österreich
Guten Tag Rosa,
herzlichen Dank für Deine gute Bewertung.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
Reply from Emma Matratze Österreich
Guten Tag Maria,
herzlichen Dank für Dein freundliches Feedback. Für die späte Rückmeldung bitte ich vielmals um Verzeihung.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deiner Matratze so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
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