I bought 2 pillows from Emma some time ago - I changed 4 different houses in the last months, but one thing was sure... my pillows were always coming with me. They really changed my way of sleeping,... See more
Company replied
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The quality of the duvet and the cover is very good - the only thing I did not appreciate is that I bought the combo, thinking by its picture that it would come with 2 pillow covers as well. Other tha... See more
Company replied
RESPONSE: No, the issue was not resolved! I have officially given up on Emma. After 12 weeks of sleeping on the floor due to an incomplete delivery, and after being ignored by both Emma Ita... See more
Company replied
I bought the biggest mattress you have, and it’s the second mattress I’ve bought because I really like it. It was extremely heavy, and the courier left it 500 meters away. I had to drag it all the wa... See more
Company replied
Company details
Written by the company
Emma Materasso, Eletto Stella dell'E-Commerce dal 2022 al 2024 ➤ Scoprilo ora! Qualità eccellente ✓ 100 notti di prova ✓ 10 anni di garanzia ✓ Consegna e reso gratuiti ✓
Emma Materasso
Written by the company
- ❗Supporto clienti: ritardi per alto volume di ordini
- La nostra assistenza è attiva e sta lavorando intensamente per rispondere nel minor tempo possibile a tutti i nostri clienti. L'elevato numero di ordini delle ultime settimane sta causando un ritardo nei normali tempi di risposta.
- 🏆 La Qualità Garantita di Emma
- La qualità dei prodotti Emma è stata riconosciuta da numerose associazioni di consumatori indipendenti, in Italia e nel mondo. Tra i vari riconoscimenti conseguiti, il premio Stelle dell' E- Commerce dal 2022 and 2024 ed il Quality Award per il Topper Emma Premium ed il Cuscino Memory Premium, il quale ha vinto anche il premio Prodotto dell'Anno nel 2024. Cosa aspetti a regalarti un risveglio da sogno?
- 🌙 100 notti di prova, soddisfatti o rimborsati
- Noi di Emma sappiamo che scegliere il prodotto giusto non è facile. Per questo ti offriamo 100 notti di prova, durante le quali potrai testare il tuo nuovo acquisto comodamente a casa, notte dopo notte. Siamo convinti che una volta provato non potrai più farne a meno!
- 📦 Consegna e reso gratuiti
- I prodotti Emma vengono spediti dal nostro laboratorio, freschi di produzione e direttamente a casa tua, senza costi aggiuntivi. Hai deciso che il prodotto Emma non fa per te? Niente paura! Puoi approfittare del reso gratuito e ricevere il rimborso dei prodotti restituiti.
- ⭐️ Fino a 10 anni di garanzia
- Siamo così convinti della qualità e della durabilità dei nostri prodotti che vogliamo offrirti 2 anni di garanzia per gli accessori, fino a 5 anni per i letti, e addirittura 10 anni di garanzia per tutti i materassi!. Se dovessero sorgere dei problemi con il tuo acquisto, non esitare a contattarci. Una volta comprovata l’entità del difetto provvederemo ad inviarti un prodotto sostitutivo.
Contact info
https://www.emma-materasso.it/contattaci/, Italy
- supporto@emma-materasso.it
- www.emma-materasso.it
3.6
Average
13K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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Easy to choose
Easy to choose, easy to order, convenient prices, perfect delivery timing.
January 30, 2026
Reply from Emma Materasso
Ciao, Carlo,
Grazie mille per la tua recensione entusiasta! Ci impegniamo a rendere il processo il più fluido possibile, quindi sapere che tutto, dai prezzi ai tempi di consegna, è stato “perfetto” per te ci ha davvero rallegrato la giornata. Non vediamo l'ora di poterti servire di nuovo presto!
Il team Emma®
FINAL UPDATE: Initiating Chargeback. 12 weeks of silence is enough.
RESPONSE: No, the issue was not resolved!
I have officially given up on Emma. After 12 weeks of sleeping on the floor due to an incomplete delivery, and after being ignored by both Emma Italy and their Global Headquarters in Germany, I have been forced to initiate a Chargeback through my bank to reclaim my money.
It is shameful that a "wellness" company allows a customer to live in these conditions for nearly three months. Their public replies on Trustpilot are a performance—they promised "priority" support 3 weeks ago, but never actually followed up.
To potential customers: Be warned. If your order has an issue, you are on your own. They will take your money and stop answering.
To Emma: Do not bother replying with another generic "we are sorry" message. The matter is now in the hands of my bank’s legal and fraud department. I will be seeking a full refund for breach of contract and non-delivery of functional goods.
Avoid at all costs.
November 20, 2025
Unprompted review
Reply from Emma Materasso
<h3>Siamo ancora qui per aiutarti! 🛌💬</h3>
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Ciao Jakub ,
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solo un rapido promemoria che stiamo ancora aspettando una tua risposta riguardo la tua recente richiesta. Vogliamo assicurarci di affrontare tutte le tue preoccupazioni e aiutarti a ottenere il miglior sonno possibile!
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Se non riceviamo una risposta da te nei prossimi giorni, supporremo che il tuo problema sia stato risolto e chiuderemo il caso dopo un totale di 7 giorni dal nostro primo contatto. Ma niente paura, se avrai ancora bisogno di assistenza, potrai sempre contattarci di nuovo!
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Facci sapere come possiamo aiutarti rispondendo a questa e-mail. La tua soddisfazione è la nostra massima priorità!
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Dolci sogni,
<br>
Il team di Emma Sleep
The mattress is great
The mattress is great! It arrived super fast and has excellent quality. I already want to buy the pillows too. I’m very happy and satisfied with my purchase!
February 6, 2026
Reply from Emma Materasso
Ciao, Corrado,
Grazie mille per aver condiviso il tuo fantastico feedback! Siamo lieti di sapere che il tuo nuovo materasso ti ha colpito per la sua qualità e il suo comfort e che la consegna è stata rapida e senza intoppi.
È fantastico sapere che stai già prendendo in considerazione i nostri cuscini.
Siamo certi che renderanno la tua esperienza di riposo ancora migliore. Apprezziamo davvero la tua fiducia in Emma e ti auguriamo tante notti di sonno ristoratore!
Great quality
The quality of the duvet and the cover is very good - the only thing I did not appreciate is that I bought the combo, thinking by its picture that it would come with 2 pillow covers as well. Other than that it was great.
December 19, 2025
Reply from Emma Materasso
Ciao, Daiane,
Thank you for your positive feedback on the duvet and cover quality. We’re glad you’re satisfied with the product. We apologize for any confusion regarding the pillow covers; the combo set includes only the duvet and cover. If you have any questions or need further assistance, please feel free to contact us. We appreciate your understanding and hope you enjoy your purchase!
Il team Emma®
Two Months Late and Still No Delivery
I ordered a duvet and bed linen at the end of October, and according to the information provided by Emma, I should have received everything in early November. Yet here we are, almost two months later, and I still have nothing — no delivery, no update, not even a realistic estimate of when I might finally receive my order. I needed these items for winter, not for next summer.
Customer service has been equally disappointing. Every interaction has been a loop of empty apologies, excuses, and zero actual solutions. No one seems able to provide concrete information or take responsibility for the delay. At this point, the experience has been incredibly frustrating and far below what I expected.
October 24, 2025
Unprompted review
Reply from Emma Materasso
Ciao, NN,
Grazie mille per aver condiviso il tuo riscontro con la nostra community.
Siamo dispiaciuti di sapere che non hai ancora ricevuto la consegna del tuo ordine.
Per risolvere tutto al più presto, il nostro team dedicato ti contatterà via e-mail all’indirizzo associato al tuo dossier con tutte le informazioni aggiornate sulla spedizione.
Ti invitiamo a controllare la tua casella di posta.
La tua soddisfazione è davvero la nostra priorità, e faremo del nostro meglio affinché la procedura di consegna sia gestita nel modo più rapido e chiaro possibile.
Il team Emma®
Unreliable Delivery and Bad Customer Experience
I ordered a mattress topper for my guest, but it has still not arrived, even though it was due two weeks ago. Because of the delay, I had no choice but to buy an air bed instead. This has been a very disappointing experience.
Unfortunately, this is not the first time I’ve had issues with this company. Last year, when I purchased a mattress and protector, I experienced similar delays and had to chase the delivery of the protector for over a week and a half.
Overall, I am extremely dissatisfied with the service and would expect much better reliability.
December 13, 2025
Unprompted review
Reply from Emma Materasso
Hello,
After completing your identification, we noticed that your order pertains to a market that is not our Italian market. We are and will be unable to provide you with an appropriate response and solutions. We invite you to contact the relevant customer service at the following email address: the customer service email of the concerned country, who will be able to respond to your request.
Would you kindly be willing to publish your comment on the corresponding company profile? By default, we rely on Trustpilot.
Thank you for your understanding.
The Emma® team
Worse delivery ever
I bought the biggest mattress you have, and it’s the second mattress I’ve bought because I really like it. It was extremely heavy, and the courier left it 500 meters away. I had to drag it all the way home, and now my back hurts. The box got completely teared and the plastic bag too that reached the mattress, still need to open it up and see is the mattress got ruined . The whole situation was really unpleasant . it was the worst delivery I’ve ever experienced with any company.
(MILANO DELIVERY )
December 2, 2025
Unprompted review
Reply from Emma Materasso
Ciao,
Grazie per aver dedicato del tempo a condividere la tua esperienza con la nostra community su Trustpilot. Siamo davvero dispiaciuti per il disagio che ciò potrebbe aver causato. Da Emma, la consegna è standard e il nostro partner consegna solamente fino al bordo del camion. Il nostro team dedicato ti ha già risposto in messaggio privato per poter parlare più nel dettaglio. È davvero essenziale per noi assicurarci che il tuo materasso ti arrivi in perfette condizioni.
La tua soddisfazione è la nostra priorità. Non esitare a rispondere così possiamo continuare ad aiutarti e rendere la tua esperienza con Emma ancora migliore!
Il team Emma®
it's three months that I am waiting for…
it's three months that I am waiting for the assistance about a mattress that never was exchanged.
Customer care is automatic and it's impossible to speak with someone to solve the problem.
November 30, 2025
Unprompted review
Reply from Emma Materasso
Ciao,
Per poter risolvere la situazione, vi saremmo grati se voleste comunicarci i dettagli del vostro ordine rispondendo al nostro messaggio inviato tramite Trustpilot. Queste informazioni ci permetteranno di capire meglio cosa è successo e di offrirvi una soluzione rapida e adatta.
La ringraziamo per la sua collaborazione e speriamo di poterla assistere al meglio nel più breve tempo possibile.
Il team Emma®
Reply from Emma Materasso
Ciao,
Thank you so much! We're thrilled that you find the mattress very good and comfortable. Your satisfaction means a lot to us, and we hope you'll enjoy many more restful nights. Looking forward to assisting you again soon!
Il team Emma®
Great customer service
I ordered the wrong size topper. Return process was easy and customer service excellent.
October 16, 2025
Reply from Emma Materasso
Ciao Cheryl,
Grazie mille per il tuo feedback positivo! Siamo felici di sapere che la procedura di reso è stata semplice e che il nostro servizio clienti ha soddisfatto le tue aspettative. La tua soddisfazione è la nostra priorità e siamo a tua disposizione per qualsiasi futura richiesta.
Restiamo a tua disposizione e speriamo di poterti servire ancora!
Il team Emma®
No refund after almost 2 months
I'm still waiting for a refund after almost 2 months and with an order cancelled the same day. They do not have any call center, only chat and sometimes they remember to answer to the email. I'm close to contact my lawyer to have my money back since they now say that they still have to verify with the delivery company to not have shipped my items! And I neither know which is the company because they never provided me the link for the shipping and they refuse to tell me which is the name of the company itself...truly unbelievable! Worst experience ever
September 30, 2025
Unprompted review
Reply from Emma Materasso
Good morning Giorgio,
Thank you for sharing your experience.
We sincerely apologize for the inconvenience and fully understand your frustration regarding the delayed refund.
The situation you described does not reflect the quality and service standards we strive to ensure for our customers.
To resolve the situation definitively, could you kindly provide us with your order details in response to the request we sent you via Trustpilot? This information will help us better understand what happened and offer you an appropriate solution as soon as possible.
Thank you for your cooperation, and we hope to satisfy you soon.
We remain at your disposal for any questions or further information.
Best regards,
The Emma Team
Reply from Emma Materasso
Buongiorno,
La ringraziamo per il suo breve ed espressivo feedback, che parla senza troppe parole.
Non esiti a contattarci, saremo lieti di assisterla in qualsiasi momento.
Cordialmente,
Il Team Emma
False advertising and no customer service
Emma advertises a 100-day trial, but in my experience, it’s almost impossible to use it. The mattress itself is too soft for me, so I decided to return it well within the trial period. That’s when the problems started: the chat function is switched off, emails go unanswered, and there’s no customer service phone number listed on their website. Their big selling point is the “buy online, try at home” promise, but in reality it feels like the product is only for people who already know they’ll keep it, because actually returning it is made extremely difficult.
September 6, 2025
Unprompted review
Reply from Emma Materasso
Buongiorno,
La ringraziamo per aver condiviso il suo feedback!
Ci dispiace moltissimo per la sua esperienza e per la frustrazione che le stiamo causando. Comprendiamo perfettamente il suo punto di vista e le sue preoccupazioni.
La prova di 100 notti è la nostra promessa più importante, e il nostro obiettivo è fare in modo che sia un processo semplice e senza stress. È chiaro che nel suo caso non è stato così, e ce ne scusiamo profondamente.
Vogliamo assolutamente risolvere la situazione e dimostrarle che il nostro servizio clienti è all'altezza del nostro prodotto. Per accelerare la gestione della sua richiesta, potrebbe gentilmente fornirci i dettagli del Suo ordine in risposta alla richiesta che Le abbiamo inviato tramite Trustpilot.
Queste informazioni ci permetteranno di comprendere meglio cosa è successo e di proporle una soluzione adeguata nel più breve tempo possibile. Grazie per la Sua collaborazione, speriamo di poterla soddisfare presto.
Rimaniamo naturalmente a Sua disposizione per qualsiasi domanda o ulteriore informazione.
Cordialmente, Il Team Emma
Reply from Emma Materasso
Dear,
Thank you very much for your valuable feedback.
We truly appreciate you taking the time to share your experience with us.
We are very pleased to hear your thoughts, and your input helps us continue to improve and provide the best service possible.
Please don’t hesitate to reach out if you need anything further.
Best regards,
The Team,
Emma
Delivery issues and ineffective customer care
I usually like Emma, I bought a topper years ago and the experience was good.
This time, customer care and delivery were a mess. I ordered a bed and mattress based on the delivery dates shown at checkout, but then completely different dates appeared in my personal area. I contacted customer care to confirm, and they only got back to me weeks later.
On delivery day, I was told the slot was 12–4pm. Instead, I woke up to an email saying the delivery had already happened at 7:45am.
Excuse me?
I had to drop everything, go to my new home to check, and then wait for the delivery guys, who eventually showed up at 12 as originally planned.
Emma, please fix your communication and automation. People plan their lives around these deliveries, you can’t afford to get this wrong.
August 25, 2025
Unprompted review
Reply from Emma Materasso
Dear,
Thank you for your feedback, and please accept our apologies for the delayed response, it was not intentional.
We understand how frustrating it can be to wait for a delivery, and we’re truly sorry that, despite our efforts to meet your expectations, unexpected issues arose that caused this unpleasant experience.
We hope that our future services, especially our “dream system,” will fully satisfy you.
Please don’t hesitate to reach out if you need any further assistance or clarification.
Kind regards,
The Team Emma
..is a very good question..
August 1, 2025
Reply from Emma Materasso
Dear,
Thank you for your strange yet philosophical feedback.
Sometimes, writing answers like these is enjoyable.
To be or not to be, that is the reality we face.
We remain entirely at your disposal, so please do not hesitate to contact us again.
Best regards
Team Emma
Wait time
Awful company to deal with. If you want something make sure you order weeks before you want it!! Got told at least 5 times by them my item woukd arrive by today 1st Aug. Only just got to courier with no date given for delivery. Unhelpful customer service. So I have a mattress that can not be used as the mattress cover is somewhere other than at my house. Argos can deliver the Emma matress in 2 days but they can't send a cover for weeks even too its in stock!!
August 1, 2025
Unprompted review
Reply from Emma Materasso
Dear,
Thank you for your feedback.
We sincerely apologize for the inconvenience and delay in the delivery of your order.
We fully understand how frustrating it can be to receive conflicting information and not be able to use the mattress due to the missing cover delivery.
We are doing everything possible to resolve the situation as quickly as possible.
To carry out some checks and understand where the error occurred, we need to receive some information from you.
Please respond to this request for information through this application so that we can promptly proceed with the checks and update you on the exact delivery date.
Thank you for your cooperation and patience.
Cordially,
Il Team Emma
Easy to order online
Easy to order online. Delivery was spot on and the order purchased was good quality
June 17, 2025
Unprompted review
Reply from Emma Materasso
Dear,
Thank you for this kind feedback.
Even though it is expressed in another language, the effect is truly impressive and wonderful.
We are delighted to know that our mattress met your expectations and that the delivery went smoothly.
Thank you again, and above all, please do not hesitate to contact us if you have any other questions or need assistance.
Best regards
The Team Emma
Reply from Emma Materasso
Dear,
We are very happy to see how satisfied our customers are, especially when they tell us they regret not having bought their mattress from us sooner. It’s the best proof of the quality of our products and how important a good night’s sleep truly is.
Should you require any further information, please do not hesitate to contact us.
Best regards,
Il Team Emma
Best pillows ever tried :))
I bought 2 pillows from Emma some time ago - I changed 4 different houses in the last months, but one thing was sure... my pillows were always coming with me. They really changed my way of sleeping, super soft but resistent, every time going to sleep is an experience of relax!
Best choice ever!!
September 18, 2024
Unprompted review
Reply from Emma Materasso
Hello,
Thank you so much for your wonderful feedback.
We're thrilled to hear that your Emma pillows have been with you through all your moves and have made such a positive difference in your sleep.
Providing comfort and quality is our top priority, and it's great to know that every night feels relaxing for you.
Wishing you many more restful nights.
Sincerely
Il Team Emma
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