Disappointing quality for a heavily advertised mattress Emma Hybrid II I would rate the overall experience as mixed. On the positive side, company’s logistics and delivery deserve an 8/10, and th... See more
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In the end, the bed we bought wasn't the right fit for us because it was softer than we expected. I have to admit that after reading some reviews on Trustpilot, I was a bit worried about the retur... See more
Company replied
Been waiting for a refund for the past 7 months. Every week the support team if you can call them that is telling me it’s coming. More than 100 emails sent out. Unbelievable, I’ve never seen thi... See more
Company replied
I switched because my old one felt too bouncy and the edges san whenever i sat to tie my sneakers which got annoying fast. The emma hybrid arrived bed in a box, easy to schedule, and the box was immac... See more
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Company details
About Emma Sleep NL
Written by the company
✓ Meer dan 5.000.000 Emma-slapers wereldwijd
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
Ontwaak op je best met Emma Sleep
Written by the company
- Onze producten zijn zorgvuldig ontworpen met jou in gedachten. Ontdek onze hoogwaardige slaapproducten zoals matrassen, bedden, boxsprings, kussens en toppers.
- Emma Sleep is inmiddels 's werelds grootste slaapmerk, actief in meer dan 30 landen. We blijven ons voortdurend inzetten voor het verbeteren van de slaapervaring. Omdat wij geloven dat een goede nachtrust leidt tot een beter welzijn.
Een echt zorgeloze slaapervaring
Onze beloftes
Tot 100 nachten proefslapen - We bieden 100 nachten proefslapen aan op al onze producten, met uitzondering van kussens, zodat je je nieuwe Emma-producten thuis kunt uitproberen.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Contact info
Netherlands
- https://www.emma-sleep.nl/
- emma-sleep.nl
3.3
Average
19K reviews
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Been waiting for a refund for the past…
Been waiting for a refund for the past 7 months. Every week the support team if you can call them that is telling me it’s coming. More than 100 emails sent out.
Unbelievable, I’ve never seen this in my consumer life.
That’s why people lose their job to AI.
November 17, 2025
Unprompted review
Reply from Emma Sleep NL
Dear Matthieu,
Thank you for your review.
We’re really sorry to hear you’ve been waiting so long for your refund. That must be incredibly frustrating, and it’s absolutely not the experience we want for our customers. If you send us a private message, we’ll look into your case right away so we can finally get this resolved for you.
Kind regards,
Team Emma
Disappointing quality Emma Hybrid II
Disappointing quality for a heavily advertised mattress Emma Hybrid II
I would rate the overall experience as mixed. On the positive side, company’s logistics and delivery deserve an 8/10, and the price is reasonable at 7/10. The mattress is also moderately firm, exactly as advertised.
However, the quality of the mattress itself is disappointing (6.5/10). Emma Sleep heavily advertises this hybrid mattress as quiet and claims it isolates motion so you don’t feel your partner moving. In reality, it fails to deliver. The pocket springs squeak constantly, and the foam layer is far too thin to justify calling it a "hybrid" mattress. Effectively, it feels more like a basic mat than a high-quality hybrid bed. Not worth the hype.
October 8, 2025
Reply from Emma Sleep NL
Hi,
Thank you for taking the time to share your experience with us in such detail.
We’re truly sorry to hear that the Emma Hybrid II didn’t meet your expectations, especially since you had high hopes based on reviews and our communication. That makes it even more disappointing.
Sleep comfort is highly personal; what feels comfortable for one person may be less suitable for another. That’s why we offer a 100-night trial period, so you can try out the mattress at your own pace in your own home.
If it still doesn’t meet your expectations, you can easily return it within this period.
Best regards,
The Emma Team
Reply from Emma Sleep NL
Hi Fleur,
Bedankt voor je feedback.
Wat fijn om te lezen, Fleur. Slaap perfect klinkt als precies wat we willen horen. Heerlijk dat het product vanaf het begin al zo goed bevalt. Dat gunnen we iedereen.
Als je later nog vragen hebt of iets wilt weten over slaapcomfort of andere producten, dan help ik je natuurlijk graag verder.
Groetjes,
Team Emma
More than 3 months waiting for a mattress
It is completely unacceptable that you keep delaying and delaying the shipping of our order. We order a mattress in the beginning of March, and we are yet to know when we are going to receive it. The delivery date just keeps being delayed and delayed. First they said the latest arrival would be 23rd of April. Then they delayed it to 11th of May, Then to 29th of June and now they say 29th of July. This is outrageous.
The customer service does not help at all. They just state facts and apologize for the delay, without giving any solutions
June 5, 2026
Unprompted review
Reply from Emma Sleep NL
Hi Noname,
Thank you for sharing your experience.
It’s truly upsetting to hear that you’ve been waiting for your mattress since March and that the delivery date has been postponed so many times; I completely understand your frustration and disappointment. This is absolutely not the experience we want to provide, and I’m sorry that you haven’t received a satisfactory solution yet.
Due to the current high volume of orders, we are unfortunately experiencing delays. We sincerely apologize for the inconvenience you have experienced so far. We are doing our very best to deliver your order to you as soon as possible.
We appreciate you letting us know, and we take this kind of feedback seriously to continue improving our service. If you have any further questions in the future or would like to try something else, we’re here to help.
Best regards,
Team Emma
fast return!
In the end, the bed we bought wasn't the right fit for us because it was softer than we expected. I have to admit that after reading some reviews on Trustpilot, I was a bit worried about the return process.
However, our experience was completely positive. Everything went very smoothly. The day after we submitted the return request, we were already able to schedule the pickup. Then, just one day after the bed was collected, the refund was processed and the money was back in our account.
Although the product itself wasn't suitable for us, the customer service and return process were excellent. We really appreciated how fast, easy, and hassle-free everything was.
June 2, 2026
Unprompted review
Reply from Emma Sleep NL
Hi Seran,
Thank you for sharing your experience. We’re so glad to hear that you had such a positive experience with our return process! It means a lot to us to know that the process went so smoothly and without any issues, especially since we know this is an important part of our service.
It’s a shame that the bed didn’t quite meet your expectations in the end, but we’re thrilled to hear that our service did meet them.
If you ever find yourself looking for a mattress or bed again in the future, I’d be more than happy to help you out. Have a great day!
Best regards,
Team Emma
Comments are correct arrogant customer service and wrong deliveries
Our experience with EmmaSleep customer service has been very disappointing.
We purchased a deluxe mattress together with winter and summer duvet set in Emma Amsterdam Utrechtsestraat store. Unfortunately, we received the wrong duvet, instead of the 4-season (winter + summer) set, we only received a thin summer duvet. It is not a big deal, mistakes can happen but I expected more proffesional approach to solve it.
Because we bought in-store, we were told we could only contact customer service via email, not by phone, which already made communication difficult. The email process took over a week with repeated back-and-forth messages that were slow, unclear, and often repetitive.
Even after it was finally acknowledged that the wrong item had been sent, we were asked to return the duvet ourselves which is a huge box. This is unreasonable customers should not have to fix a company’s mistake. We were also left without a duvet for more than a week and did not receive any apology.
What made the situation worse was the tone of communication. The responses came across as unhelpful and sometimes dismissive. At one point, we were even warned that keeping the wrong duvet could impact our mattress warranty, which felt inappropriate and almost threatening. To be clear, we do not want to keep the incorrect product, we simply want the correct item we paid for.
After spending over €1,000, we expected a much higher level of service. The overall experience has been frustrating and disappointing, especially for what should have been a premium purchase. If such a simple issue cannot be handled smoothly, it raises concerns about how larger issues would be managed.
At the end, they told us to return mattress and duvet at the same time and gave no apology and responded late for every email. So we started our return process, and will buy from Mattsleep.
May 12, 2026
Unprompted review
Reply from Emma Sleep NL
Dear Customer,
This is an incredibly upsetting message to read, and I would like to start by offering you my sincere and heartfelt apologies.
Mistakes can happen during delivery, but the way our customer service team handled this situation is absolutely unacceptable and in no way reflects the level of service we aim to provide.
You are simply entitled to the product you paid for, without having to go to unreasonable lengths to obtain it. I therefore fully understand that your trust in us has been completely betrayed and that you have since decided to switch to another provider.
We appreciate you letting us know, and we take this kind of feedback seriously to continue improving our service.
Should you have any questions in the future or want to try something else, we are of course here to help.
Kind regards,
Team Emma
Reply from Emma Sleep NL
Hi Rob,
We’re so glad to hear that you’re so satisfied with the value for money of your new bed! Our mission is to make a great night’s sleep accessible to everyone, so it’s wonderful to read that we’ve succeeded.
Thank you so much for this wonderful review and for leaving your positive feedback. We wish you many comfortable nights and sweet dreams in your new bed!
Kind regards,
Emma Sleep
Do not buy from this company
Do not buy from this company - they are refusing to refund my purchase although i have met all the requirements and they had the items returned in a timely fashion using their shipping label and direction
May 12, 2026
Unprompted review
Reply from Emma Sleep NL
Dear NMS,
I am truly sorry to hear about your experience and that the refund process is not going as smoothly as you would expect from us. I fully understand that this is very frustrating, especially since you indicate that you have met all the conditions and followed our instructions. This is absolutely not the experience we want to provide our customers.
We naturally want to resolve this for you immediately. Sometimes, due to an administrative or logistical delay, something can go wrong in the processing of a return, but we will do everything we can to solve this “mystery” for you.
Would you please send us an email with your order number and, if possible, proof of shipment? I will personally ensure that your situation is reviewed immediately and given priority by our finance department, so that we can process the refund as quickly as possible.
Once again, we sincerely apologize for the inconvenience.
Kind regards,
Team Emma
They are not responsible
They are not responsible to their delivery. If you want to buy bed, mattress, what ever for sleeping, don’t buy them here. You will spend a month without bed although you are informed that it’s being delivered.
May 11, 2026
Unprompted review
Reply from Emma Sleep NL
Hi Yuta,
Thank you for sharing your experience.
I understand that it’s incredibly frustrating to have had to wait a month for your bed, especially when you were led to expect otherwise. That’s certainly not the start we’d like you to have with Emma.
We’re sorry to hear that the delivery didn’t go smoothly; we want the entire process, from purchase to your first night’s sleep, to be hassle-free. We appreciate that you took the time to share this with us.
Your feedback helps us further improve our products and service and prevent these kinds of situations in the future.
If you have any further questions or need assistance with anything, we are of course here to support you.
Kind regards,
Team Emma
I have to be honest that for that…
I have to be honest that for that price, I was expecting an exceptional sleep experience, which sadly hasn't been the case. I tried the Airgrid topper at my friend's place and really had a great sleeping experience, so I decided to buy it for myself. However, my experience at home hasn't been the same. Sometimes I still wake up with back pain and the topper keeps moving around, so I need to keep rearranging it back to its original position. I am wondering though if it could be due to my mattress under the topper. Therefore the 3 stars.
May 9, 2026
Reply from Emma Sleep NL
Hi Veronika,
Thank you for your review.
I understand that the Airgrid mattress topper isn’t quite meeting your high expectations at home yet, and that the topper shifting is causing daily discomfort.
It’s so unfortunate that the topper isn’t giving you that “wow experience” you felt before. Comfort is very personal and often depends on the entire combination of your bed.
The shifting can often be resolved by tucking the topper securely under your fitted sheet or using an anti-slip mat. As for the back pain: it may be that your body still needs to get used to the new pressure distribution.
If it doesn’t improve after a few weeks, we’d be happy to work with you during your trial period to find a solution that works perfectly for you.
Best regards,
Team Emma
Dissapointed in my purchase
I heard a lot of great reviews about this company , I bought pillows from them , but unfortunately they were bot the best quality , they went flat after not even a year of use , I am experiencing neck and shoulder pain. So dissapointed . I bought the Customizable Thermosync Foam Pillow
040x070 and it was 1+1 for free , which is pricey for pillows that are supposed to be good
October 8, 2025
Reply from Emma Sleep NL
Hi Zeynab,
Thank you for your honest feedback, though we’re very sorry to hear that the pillows didn’t meet your expectations.
I understand your disappointment, especially with a high-quality product like the ThermoSync pillow. A pillow should still provide plenty of support after a year. We take this kind of feedback seriously to continue improving our service. If you have any questions in the future or would like to try something else, we’re here to help.
Have a great day!
Best regards,
The Emma Team
Reply from Emma Sleep NL
Hi Lizet,
What a wonderful review to read!
We’re so happy to hear that you find our mattress incredibly comfortable!
I read that you haven’t slept this well in years, and that’s truly the best compliment we could receive.
We know how important a good night’s sleep is for your daily energy and well-being. So it truly touches us to hear that, after all these years, we’ve been able to help you rediscover the joy of sleep. That’s exactly what we do it for at Emma!
We wish you many more wonderful and comfortable nights. Enjoy your rest!
With dreamy regards,
Your Emma Sleep Team
Had a little wait for delivery but was…
Had a little wait for delivery but was kept informed of progress. The product has been in use for 5 months and is still really comfortable and shows no sign of wear and tear from regular use. Very happy with this product and how it performs.
December 26, 2025
Reply from Emma Sleep NL
Dear Colin, what a lovely message to read!
We apologize for the delay in delivery, but we’re glad to hear that our updates kept you well informed. It’s wonderful to hear that the product still fits perfectly after five months and that the quality is exactly what you expected.
Thank you for your patience and your trust in Emma!
If you have any further questions, please don’t hesitate to contact us. We’re happy to help.
Best regards,
The Emma Team
Emma Original Bett
Bought an Emma Original Bett, after a while the bed becomes instable because of the legs that keep spinning instead of tightening properly. When contacting the customer service you will find yourself stuck in an ongoing mess of emailing back and forth. There is no willingness to help fix the problem at all unless you have endless endurance and patience. I would not recommend buying this bed, there are better options out there.
April 27, 2026
Unprompted review
Reply from Emma Sleep NL
Dear Miranda,
Thank you for sharing your experience with us.
We’re sorry to hear that your Emma Original Bed has become unstable over time and that the legs keep wobbling. That’s certainly not the quality and experience you should expect from us. I also understand that exchanging emails back and forth with customer service can be frustrating, that’s definitely not our intention.
We appreciate you letting us know, and we take this kind of feedback seriously to continue improving our service.
If you have any further questions in the future or would like to try something else, we’re here to help.
Best regards,
The Emma Team
Please dont buy
Please dont buy
Very uncomfortable and they wont accept returns already one month trying to return
Biggest scam!!!!
April 26, 2026
Unprompted review
Reply from Emma Sleep NL
Dear Deimante,
Thank you for your feedback.
We’re sorry to hear that the tops feel uncomfortable for you. That’s certainly not the experience we want to provide. We’re also sorry to hear that the return process isn’t going smoothly for you; that shouldn’t happen, and we take it seriously.
We’d be happy to help you with this. Please feel free to contact us at service@emma-sleep.nl. We’ll look into what’s going wrong right away and make sure you can submit a proper return request. We’d like to resolve this for you as quickly and smoothly as possible.
Best regards,
Team Emma
You would be lucky to actually receive your order
Second time ordering here. First time back in 2022 and I was not happy with their shipping. It took months to deliver a pillow.
Somehow I forgot my terrible experience and made the mistake of ordering with Emma again.
This place will throw insane discounts and then be unable to fulfill any of the orders.
I ordered in December of 2025 and haven't heard anything aside from getting 80EUR of pillows.
Very lame business practice, I'm down 1.2kEUR on a bed.
Go anywhere else with your money. This scam needs to end.
Anyone working for this place needs to be deeply ashamed of themselves.
Follow up:
Customer support reached out confirming the deliveries got messed up. I filled in a form and they sent out the missing part of the order. *However* the bed I ordered was missing from the new shipments. Had to reach out again and got told they'll send the bed. Today I get a follow-up email stating the bed is no longer in the product line-up and that I can either get the price of the bed refunded or send all the products back I have been receiving in the past 5 months in fragments and they'll refund me the entire thing.
To sum things up: they now want me to handle shipping for everything on my own so I can get back my money on a bed that was clearly being oversold. Where the alternative is having everything except for the actual bed itself.
April 22, 2026
Unprompted review
Reply from Emma Sleep NL
Dear Vincent,
Thank you for sharing your experience.
We’re truly sorry to hear that you’ve had another disappointing experience with your order. I fully understand that you’ve had delivery issues in the past and haven’t received anything again—this is incredibly frustrating and concerning. Especially with an order of this value, this simply shouldn’t happen.
We would like to resolve this for you. The relevant department will contact you shortly via email. Please keep an eye on the inbox of the email address you used to place the order.
We sincerely apologize for all the stress and inconvenience this has caused. We are doing our best to resolve this properly and correctly for you.
Kind regards,
Team Emma
Ok but not perfect..
Ok but not perfect... Their best pillow was not the right pillow for me - however, very high quality for sure. The delivery also took a short while and I wasn't fully satisfied in the end - I still kept the product tho so it wasn't that bad of course
December 5, 2025
Reply from Emma Sleep NL
Hi Giovanni,
Thank you for sharing your experience with us.
We’re glad to hear that you think the pillow is of excellent quality, though it’s a shame that it ultimately wasn’t quite the right pillow for you. Comfort is, of course, a very personal matter.
I also understand that the delivery took a little longer than you had hoped. Still, we appreciate that you kept the product and that it apparently wasn’t a complete disappointment.
If you have any questions in the future or would like advice on which product better suits your sleeping preferences, we’d be happy to help.
Best regards,
Team Emma
Quick delivery and great product
Quick delivery, on-time and efficient. The product is amazing, as always!
April 9, 2026
Reply from Emma Sleep NL
Hi Filipe,
Thank you for your comment.
We’re so glad to hear that the delivery was so fast and efficient, and that you’re once again completely satisfied with the product. That really makes us happy.
If you have any further questions, please don’t hesitate to contact us. We’re happy to help.
Best regards,
Team Emma
AVOID at all costs - All the bad reviews are correct
All the bad reviews are correct! Do NOT even bother buying from Emma.
Edit: April 10 - Obviously the support team is offering a refund - but again, i got the mattress with 50% discount - where am i gonna find another mattress for that price?
Ordered a mattress from Emma Sleep on Black Friday (Nov 27), on April 8 still nothing has been delivered.
Customer support has been consistently misleading and outright lying. I was repeatedly told the order was “in progress” or delayed, then i was given a delivery window that was never met. After that, my order tracking suddenly stopped working, and instead of investigating, support ignored the issue and closed my ticket.
After months of chasing the support, I was told the mattress is out of stock and was PROMISED it will be coming back - after pushing further, i was finally informed it has actually been DISCONTINUED. This was never communicated proactively. No solution, no replacement, ZERO ACCOUNTABILITY.
What makes this worse: looking at other reviews, Emma Sleep responds with the same generic copy-paste replies — “sorry,” “we’ll take your feedback seriously” — but no real action or resolution. My experience confirms this pattern completely.
This is not a delay — this is deceptive and unacceptable business practice.
April 8, 2026
Unprompted review
Reply from Emma Sleep NL
Hi Galit,
Thank you for your review.
I’m so sorry to hear that you had such a long and frustrating experience. This is absolutely not the level of service we aim to provide, and I completely understand why you’re disappointed.
We can, of course, cancel your order and initiate the refund for you. We sincerely apologize for the inconvenience this has caused you.
If you have any further questions or need assistance with anything, please let us know, we’re happy to help.
Best regards,
Team Emma
They have great products
They have great products. Unfortunately you can only use one promo code. They have offers themselves always and with an extra code its definitely a good idea to order. Sleeps amazing
November 30, 2025
Reply from Emma Sleep NL
Hi Jo,
We’re so glad to hear you’re so enthusiastic about our products! That really makes us happy. Thank you also for your comment about the discount codes; we understand that it would be nice to be able to combine multiple promotions. We’ll definitely take your feedback into consideration.
It’s great that you’re sleeping so well on our products, that’s what we do it for.
Best regards,
Team Emma
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