Emma Matras BE Reviews 

Reply from Emma Matras BE

Oct 19, 2026

Bonjour Yves,

Merci beaucoup pour votre retour.

Nous sommes ravis de constater que votre expérience s'est déroulée sans encombre et que tout a été à la hauteur de vos attentes.

Votre satisfaction est une véritable source de motivation pour nos équipes, qui travaillent chaque jour afin de vous offrir des produits de qualité et le meilleur service possible.

Merci encore pour votre confiance et pour le temps consacré à partager votre avis.
Nous vous souhaitons de nombreuses nuits confortables et réparatrices avec votre produit Emma.


Cordialement,
Votre équipe Emma Belgique.

Reply from Emma Matras BE

Sep 22, 2026

Bonjour Stephane,

Merci pour votre avis.

Nous sommes ravis d'apprendre que votre expérience avec nous vous apporte satisfaction.

Votre message nous fait très plaisir et nous vous remercions sincèrement d'avoir pris le temps de le partager. Nous mettons tout en œuvre pour proposer des produits de qualité afin d'offrir des nuits confortables et réparatrices à nos clients. C'est donc une grande satisfaction de savoir que nous avons répondu à vos attentes.

Nous vous souhaitons encore de très belles nuits de sommeil et restons à votre disposition si besoin.


Cordialement,
Votre équipe Emma Belgique.

Reply from Emma Matras BE

Aug 28, 2026

Hello, Tatarasanu Vlad Andrei,

Thank you very much for taking the time to share your experience and for giving us a positive rating.

We are delighted to hear that you appreciated the quality of our products as well as the speed and free delivery of our service. Your satisfaction is our greatest reward.

Regarding your comment on the price, we fully understand your perspective. Our prices may vary depending on the model chosen, the dimensions selected, and the customization options, all of which directly influence the materials and labor required to fulfill each order. We make it a point of honor to offer high-quality products that meet our customers’ expectations.

To make our products more accessible to as many people as possible, we regularly offer promotional deals and special discounts. We therefore encourage our customers to keep an eye out for our promotional campaigns to take advantage of the best deals.

Thank you again for your trust and your constructive feedback, which we will take into account to provide an even better experience. We hope to have the pleasure of serving you again very soon.

Enjoy your purchase, and please don’t hesitate to contact us if needed.


Best regards,
Your Emma Belgium team.

Reply from Emma Matras BE

Aug 8, 2026

Bonjour Patrick,

Merci pour votre avis et votre retour positif.

Nous sommes ravis d'apprendre que vous passez de super nuits grâce à votre achat.

Savoir que nos clients profitent d'un sommeil confortable et réparateur est la plus belle récompense pour nos équipes, qui travaillent chaque jour pour proposer des articles de qualité.
Votre satisfaction est au cœur de nos priorités et nous vous remercions sincèrement d'avoir pris le temps de partager votre expérience.

Nous vous souhaitons encore de nombreuses nuits paisibles et restons disponibles si nous pouvons vous aider de quelque manière que ce soit.


Cordialement,
Votre équipe Emma Belgique.

Reply from Emma Matras BE

Jul 27, 2026

Hello, Andrei,

Thank you so much for taking the time to share your experience and for your kind words.

We are delighted to hear that you are happy with the quality, comfort, and support of your Emma mattress.

Our goal is to create products that help our customers enjoy a truly restful night's sleep, so it is wonderful to know that your mattress is meeting your expectations. We are also pleased that you found the materials premium and appreciated the craftsmanship that goes into our products.

It is equally rewarding to hear that your delivery experience was reliable, as we strive to provide a smooth and hassle-free service from the moment an order is placed through to delivery.

Your recommendation means a lot to us and motivates our team to continue delivering the best possible experience to our customers.

Thank you for choosing Emma, and we wish you many more nights of comfortable and restorative sleep.


Best regards,
Your Emma Belgium Team.

Reply from Emma Matras BE

Jun 22, 2026

Bonjour Prescillia,

Un grand merci pour votre retour.

Nous sommes ravis d’apprendre que vos oreillers vous apportent entière satisfaction et qu’ils vous offrent un confort optimal.

Un bon oreiller joue un rôle essentiel dans la qualité du sommeil, notamment pour le maintien de la tête et de la nuque, donc votre satisfaction est particulièrement importante pour nous.
Savoir que vous les trouvez super confortables nous conforte dans notre engagement à proposer des produits qui améliorent réellement le bien-être au quotidien.

Merci encore pour votre confiance et ce partage positif.
Nous vous souhaitons de très belles nuits encore, tout en douceur et en confort.


Cordialement,
Votre équipe Emma Belgique.

Reply from Emma Matras BE

Jun 8, 2026

Hello, Katharina,

Thank you so much for your positive feedback.

We’re delighted to hear that you appreciated the care we took with the packaging, the quality of our service, and the comfort of your mattress.

Your satisfaction is our top priority, and it’s a real pleasure to see that every step of your experience from receiving the product to using it met your expectations.

Your feedback encourages us to continue on this path, so we can offer our customers an ever more pleasant experience and high-quality products.

Thank you again for your trust.
We wish you many restful nights of sleep and remain available if needed.


Best regards,
Your Emma Belgium team.

Reply from Emma Matras BE

May 27, 2026

Hello, Leens,

Thank you for your very positive feedback.

We are delighted to hear that you are fully satisfied with both our communication and the quality of our product.

This is the experience we strive to provide to each of our customers: clear, responsive support and a product that meets expectations.
Your satisfaction is our greatest reward and a true source of motivation for our entire team every day.

Please don’t hesitate to reach out to us if you have any questions or need assistance; we’re always happy to help.

Thank you for your trust, and we hope you enjoy your purchase.


Best regards,
Your Emma Belgium team.

Reply from Emma Matras BE

Mar 31, 2026

Hello, Tim,

Thank you for taking the time to share your experience.

We are truly sorry to read about the succession of issues you encountered. This is clearly not the level of service we aim to deliver. Situations like the one you describe remain exceptional, but we fully understand how frustrating and disappointing they can be especially when they involve multiple failed delivery attempts and contradictory tracking information.

First, we sincerely apologize for the delivery mishandling. A delivery recorded as “received” while you were not present is understandably alarming, and such a situation should always be clarified quickly and transparently.

Please rest assured that we never refuse a refund when a customer has not received their product; however, certain documents are sometimes required by transport companies to officially confirm a non‑delivery. These procedures are not designed to make things more difficult for you on the contrary, they exist to protect you, to protect us, and to ensure that we can properly handle the case with the transport company. We are sorry if this was not explained clearly or felt unfair. We completely understand how unpleasant or unnecessary it may feel from your perspective, but unfortunately it is a mandatory step in these rare scenarios.

Furthermore, we would also like to sincerely apologize for the communication difficulties, including the instance where your call was cut after you asked to speak in English. Please know that we would never end a call voluntarily, your satisfaction genuinely matters to us. If the call was interrupted, it was likely due to a temporary technical issue rather than intentional behavior.

This feedback rest extremely important, and we will follow up internally to ensure this does not happen again.

In order to verify the details, we would like to take a look at your order. To access it, we ask that you provide us with some information. Trustpilot has emailed you regarding this.

Once again, we are truly sorry that this was your experience especially since it should have been straightforward and stress-free.
Thank you for giving us the opportunity to correct things; your satisfaction remains our priority, and we will do everything necessary to resolve this matter as quickly as possible.


Best regards,
Your Emma Belgium Team.

Reply from Emma Matras BE

Mar 16, 2026

Hello, Tine,

Thank you very much for your positive feedback.

We are delighted to hear that your experience went as planned and that the delivery was on time.
This is exactly the kind of service we aim to provide to each of our customers.

Please don’t hesitate to reach out if you have any questions or need advice about your product; we’re always here to assist you and hope you enjoy your purchase.


Your Emma Belgium team.

Reply from Emma Matras BE

Updated Mar 13, 2026

Hello, Emanuel,

Thank you for taking the time to share your opinion.

We are sincerely sorry to read about your experience and understand your frustration. What you describe is completely inconsistent with the level of service we strive to provide, and we deeply regret the inconvenience this has caused you.

Having to wait several months and then finally learning that your bed was not available is unpleasant. We understand your disappointment all the more because you are left with a mattress that cannot be used without the bed frame you ordered, a situation that should not have occurred.

It is true that exceptional logistical situations can arise and slow down shipments, and we are doing everything we can to ensure the best possible follow-up and find the most appropriate solution to resolve the issue.

Thank you for the information you have provided. We assure you that our team will do everything necessary to provide you with all relevant information regarding this situation. We understand that, in a situation like this, if the product is part of a set, you cannot use the mattress on its own, and that a full refund may be possible following the return of the mattress and the other items included in the order.

Thank you for taking the time to share your feedback. It helps us improve our processes and avoid repeating the same experience.

We remain at your disposal and will do everything we can to restore your trust.


Kind regards,
Your Emma Belgium team.

Reply from Emma Matras BE

Mar 6, 2026

Hello Svitlana,

Thank you for your positive feedback.

We are delighted to hear that you are enjoying the best nights' sleep with your Emma mattress.

Knowing that our product offers you incomparable comfort is the greatest reward for our entire team. It touches us deeply and motivates us to continue in this direction.

We put a lot of energy into researching, developing, and ensuring the quality of our materials to guarantee a restful night's sleep for everyone.

If you have any questions or need advice on how to further optimize your comfort, we are always happy to help.

Thank you again for your trust and enthusiasm. We hope you continue to enjoy your purchase.


Best regards,
Your Emma Belgium team.

Reply from Emma Matras BE

Feb 18, 2026

Hello, Andre,

Thank you for taking the time to share your experience.

We are sincerely sorry to hear about your experience and fully understand your frustration.

Waiting for an essential product such as a mattress, then having to deal with a return process, is never pleasant, especially when it has a direct impact on your daily comfort. We deeply regret the inconvenience this has caused you.

Please allow us to clarify a few points to better explain the situation. For orders that include a main item and complimentary items, as was the case with your order, our procedures require that all items be returned in the event of cancellation or refund of the main product.
This allows us to finalize the refund in accordance with our policies and ensure consistent treatment for all our customers.

However, we fully understand that this situation may have seemed unfair to you, especially since the pillows were sent to you first following your purchase.
For this reason, contrary to your initial concerns, we will cover the entire cost of returning the pillows. A free return label will be provided so that you do not have to pay anything for this step.

Our goal is to make everything as simple and quick as possible. We sincerely regret that our customer service team was unable to provide you with the clarity or support you expected. Your feedback is invaluable to us in improving our support services and avoiding this type of frustration in the future.

We would like to take a look at your order to carry out some checks. To access it, we need you to provide us with some information. Trustpilot has emailed you about this.

We remain available to assist you until your case is fully resolved.


Kind regards,
Your Emma Belgium team.

Reply from Emma Matras BE

Feb 12, 2026

Hello, Chris,

Thank you very much for your positive feedback.

We are delighted to hear that the delivery was fast and that our service met your expectations.
It's also great news to hear that you are satisfied with the quality of our products and that you are sleeping well with your new purchase.

Your comfort and well-being are our top priorities, and knowing that you are enjoying restful nights is the best reward for our entire team.

Please don't hesitate to contact us if you have any questions or need advice, we are always here to help.
We wish you many wonderful nights.


Best regards,
Your Emma Belgium Team.

Reply from Emma Matras BE

Feb 3, 2026

Hello, Patra Man,

Thank you very much for taking the time to share your experience.

We’re really happy to hear that, 10 months in, you’re satisfied with your purchase, that’s exactly the kind of long‑term comfort we aim to provide.

We’re truly sorry, however, that the full delivery of your order took longer than expected. We understand how frustrating delays can be, especially when you’re eager to enjoy your new product. Your patience means a lot to us, and we appreciate you sticking with us through the process.

If you ever need anything in the future, advice, support, or assistance with your product, our team is always here and happy to help. Your comfort and satisfaction over time remain our top priorities.

Thanks again for your honest feedback and for trusting us. We wish you many more comfortable nights ahead.


Best regards,
Your Emma Belgium team.

Reply from Emma Matras BE

Jan 30, 2026

Hello, M./Ms Mortelmans,

Thank you very much for your feedback.

We are delighted to hear that the quality of the product and our customer service met your expectations. Your satisfaction is our priority, and your message encourages us to continue in this direction.

We hope you continue to enjoy your product.

Please don't hesitate to contact us again if you have any questions or need assistance. We are always happy to help.


Best regards,
Your Emma Belgium team.

Reply from Emma Matras BE

Jan 13, 2026

Hi Ana,

That sounds very unpleasant, and I understand that this is not what you expect from a new mattress. After 12 days, you should definitely not be able to feel the cylinders anymore; a mattress should be comfortable and provide good support.

We would be happy to look into this for you. Could you send us an email with your order number? We will then immediately check whether there is a defect and work with you to find a suitable solution.

Kind regards,
Team Emma

Reply from Emma Matras BE

Updated Jan 7, 2026

Hello, Merve,

Thank you for taking the time to leave us your review.

We are truly sorry for the inconvenience you experienced with your order of mattresses, pillows, and mattress protectors, and we understand how you feel. This is not the type of service we wish to provide.

On rare occasions, some order processes may not go as planned. We are aware of this and want to reassure you that we are doing everything we can to provide appropriate and transparent assistance for each issue, while limiting this as much as possible.

We also do everything we can to listen to our customers so that they receive their orders as expected, which is a point of honor for us, and as quickly as possible.

In order to assist you properly, our team will contact you directly by email as soon as possible.

We remain available for any questions and thank you for your patience.


Best regards,
Your Emma Belgium team.

Reply from Emma Matras BE

Dec 30, 2025

Bonjour Jean,

Merci beaucoup pour votre retour d'avis.

Nous sommes ravis que votre matelas vous apporte tout le confort attendu. Votre satisfaction est notre priorité et nous souhaitons qu’il continue à vous offrir des nuits agréables et reposantes.

N’hésitez pas à nous recontacter si vous avez la moindre question ou besoin de conseils pour optimiser votre expérience. Encore merci pour votre confiance.


Cordialement,
Votre équipe Emma Belgique.

Reply from Emma Matras BE

Dec 26, 2025

Hello, Lisa,

Thank you very much for your feedback.

We are delighted to hear that your mattress topper provides you with optimal comfort and promotes deep sleep.

Your satisfaction is our priority, and we hope to continue offering you peaceful nights.

Please do not hesitate to contact us again if you have any questions or needs.


Best regards,
Your Emma Belgium team.