Emma® (France) Reviews 

Rapid delivery & good quality. We bought the bed and matress for our guest bedroom & so far our family & friends have found it comfortable.

HORRIBLE. I placed an order on July 1st and the estimated delivery date kept changing every week and I never received it. Today is Aug 25 and I have requested to cancel it, which they need another 5 business days to confirm, and then 14 days to process the refund. Never ever ever ordering from Emma again. DO NOT RECOMMEND.

Extremely disappointing customer experience – think twice before ordering

I purchased an Emma mattress for €1,154 after visiting the Emma store in Glòries, Barcelona. Before placing my order, I specifically asked about the delivery time because I was moving apartments. The sales assistant explicitly told me that delivery would take 10 days, which was an important factor in my decision to purchase from Emma.

That information turned out to be wrong.

The mattress was ultimately delivered on 21 July, after my move on 18 July. As I needed a mattress immediately, I had less than 48 hours to find an emergency solution and had to purchase another mattress for €410 so that I wouldn't have to sleep on the floor.

Unfortunately, the problems did not stop there.

The pillows I selected in store were not the pillows that were delivered. I contacted customer service and, after several exchanges, a replacement shipment was arranged.

Except that the replacement was sent to my old address, even though I had explicitly informed Emma that I had moved and had spent 20 minutes on the phone with a customer service representative that same morning, who assured me that my new address had been updated.

I therefore had to travel back to my former apartment and bother my old roommates to collect the package.

And when I finally opened it, I discovered that Emma had sent exactly the same wrong pillows again.

From there, the situation became completely absurd: numerous emails, repeated requests for photos, barcodes and information I had already provided, forms to complete, different delivery companies, collections that were unclear even to the couriers themselves, and endless follow-ups.

I have spent an unreasonable amount of time managing an administrative problem that was entirely caused by Emma.

In the meantime, because I could not wait indefinitely for the correct pillows, I had to purchase alternative pillows from another company for €43.

After weeks of dealing with this, Emma eventually offered me €57.70 in compensation, equivalent to 5% of the mattress price.

I am currently disputing this offer.

What is most disappointing is not that mistakes can happen — mistakes happen. What is unacceptable is the lack of coordination, the repeated mistakes, the poor follow-up and the amount of time the customer is expected to spend fixing problems caused by the company itself.

For a purchase of over €1,000, I expected a much more professional level of service.

At this point, I absolutely cannot recommend Emma. If you are relying on a specific delivery date, I would strongly advise you to think twice before ordering.

I sincerely hope Emma will eventually take responsibility for the situation and offer compensation that actually reflects the costs and inconvenience I have incurred.

Perfect, better sleep and less wake up back’s pain

Excellent quality and comfort. 100% would recommend!

I had an excellent experience with Emma. The mattress is incredibly comfortable and has significantly improved the quality of my sleep. From the first night, I noticed better support and woke up feeling more rested. The ordering process was simple, the delivery was on time, and the mattress arrived in perfect condition. The overall quality and customer service exceeded my expectations. I highly recommend Emma to anyone looking for a comfortable, high-quality mattress at a great value.

Delivered on time. Matches expectations.

UPDATE 2/June - the replies posted in Trustpilot by Emma team (30 May and then 1 June) contradict their contact directly with me over the past few days "EMMA Client Service Team" 9590108. This is unsatisfactory and misleading correspondence from Emma on Trustpilot: a strong indicator that this organisation has communication challenges.

With regard the Ottoman divan bed, we are advised that "the faster closing movement you observe at the end of the lowering process is characteristic of this type of mechanism, as it naturally gains momentum in the final stage and may appear more pronounced depending on the weight placed on the bed". Therefore we will use the Ottoman storage infrequently and with great care.

- - - -

We bought all Emma products – Ottoman divan bed, mattress, mattress topper, mattress protector, duvet, pillows. The bed is very comfortable.
There is a problem with the gas pistons that come with the bed … The bed is limited to carry a weight of 40kg. You need to keep the mattress on the bed when operating the ottoman and the mattress weighs 39.8kg. This means if you have anything else on the bed and it weighs over 200g, the gas pistons are not strong enough to stay open and the bed closes – could easily hurt you!
We have raised this issue with Emma compliance officer via e-mail but have not received a response to date (sent a month ago).
“The Head of Legal & Compliance is the Compliance Officer of Emma, with suitable qualifications in corporate compliance to ensure company policies are effectively designed, implemented, and maintained.”

My choice of delivery wasn’t respected, the item was returned to their stock and I asked for a refund for the item, wrote several emails, I still haven’t receive the refund to this day and it’s been 4 months.

Impeccable 👌

Very comfortable sleep, bought 2 different mattresses , no complaints, good value for money

Delivery and comunication is great. Also i like the matress but my husband find it a bit too soft. For kids is perfect

Parfait, conforme à la description,je recommande vivement.

No way..
Baboo 88 is THE Maker! Evers ...

Very frustrating experience!!!

Bought a duvet from Emma and we received one that was already ripped in many places. I had to take the time to exchange it, which was already a frustrating experience, but was able to do so with little issue. One year later and our duvet cover is again ripping in many places. Since it is under a two-year warranty, I contacted costumer service to receive a replacement. At this point they decided to inform me that they never received the original duvet cover that I had sent back and because of that I could not benefit from the warranty. Do not order from this company unless you want poorly made items and frustration with unhelpful customer service!

***Addendum after response

Thank you for the reply, but your words are useless. Either solve the problem or keep your automated responses to yourself!

Excellent product and customer service. Delivered as predicted. Tranquil sleeping predicted for next ten years.

Sommier un peu long à assembler.
Confort surprenant, on a l'impression de s'enfoncer mais en position allongée le maintien est très bon.
Bon SAV.

ÉVITEZ CETTE ENTREPRISE – elle ne respecte même pas sa propre politique de retour !
Le site d’Emma avait un bug qui m’empêchait d’obtenir l’étiquette de retour. Emma a donc traité le retour manuellement, ce qui s’est avéré être un véritable fiasco.

Le retour m’a fallu UN AN pour obtenir mon remboursement — et uniquement après des dizaines d’appels téléphoniques et d’e-mails.

Plusieurs agents m’ont menti directement en m’assurant que mon remboursement était en cours, alors qu’il n’est jamais arrivé.

Ne perdez pas votre temps avec cette marque comme je l’ai fait.

***

AVOID THIS COMPANY - they do not observe their own return policy! Emma website had a bug so I could not obtain the return shipping label. Emma processed the return manually which ended up being a mess. The manual return apparently did not register correctly and it took ONE YEAR to receive my reimbursement, and only after a dozens of phone calls and emails. Multiple agents lied to me directly telling me my reimbursement was on the way, only for it to never arrive. Do not waste your time with this brand like I did.

The delivery is long!

Me and my partner ordered on November 30 one of their matelas hybrid . It’s supposed to be delivered maximum the 20th of December. The 19th still no delivery updates or notification from them so my partner called the shop. They told us on Monday, 22 we would be notified of the delivery…Already afternoon and of course still no news from them. Again we have to contact them, and guess what? Them, from the depot, told us it would not be possible to be delivered even on the 26th! The earliest would be the 30th. Wow! Really just Wow! That would be 10 days later than the limit they told us which is 3 weeks and exactly one month from the time of purchase. What kind of service are you offering to your customers? Instead of contacting us for the problem you might be having with your deliveries, it’s the customers who have to reach out to you. This is ridiculous!

UPDATE

Hello,

I appreciate your response. I would however like to clarify that our order was placed at Emma Store-Opera, not online.

While we understand that our order was placed in-store, as a customer, we expect professional accountability regardless of wether it’s a franchise or directly owned store. We expect them to handle complaints responsibly and uphold the brand’s reputation.

With that, we kindly request that our case be addressed promptly, as the delivery is causing significant inconvenience.

Thank you for your understanding.

Terrible. They send me the wrong taille matelas and didn’t help me to change and take their responsibility. I don’t recommend please dont buy here the costumers service its terrible