Shop experience was nice BUT it's been 12 days after purchase and and: a) No delivery appointment made (in the moment of purchase I was told it would be scheduled a couple days after buying) b... See more
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Delivery was faster than I expected. The pillows I ordered definitely doing the job and less neck pain in the morning. I have no idea how I have been sleeping on my old pillow which supported basicall... See more
Company replied
Gosh, I wish I read the reviews before I purchase at this online shop. They sent me a pillow instead of the blanket I ordered! Their customer service is lost! They don’t give solutions and now they te... 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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Zero customer service for shop purchase
Shop experience was nice BUT it's been 12 days after purchase and and:
a) No delivery appointment made (in the moment of purchase I was told it would be scheduled a couple days after buying)
b) In their web "Order Status" it appears as if I didn't buy anything: "De bestelling #NL10831 bestaat niet."
No clarification or solution from customer service. No number to call to get info.
August 23, 2026
Unprompted review
Reply from Emma Sleep NL
Dear Stein,
Thank you for taking the time to share your experience with us.
We're pleased to hear that you had a positive experience in our store. At the same time, we're truly sorry to learn that you have not yet received a delivery appointment and that your order is not showing up in the order status system. We completely understand how frustrating and concerning this must be.
This is certainly not the experience we want for our customers. We appreciate your feedback and would be happy to look into this for you. Please send us a private message with your order details, and we'll do our best to help.
Kind regards,
Team Emma!
Terrible service
Gosh, I wish I read the reviews before I purchase at this online shop. They sent me a pillow instead of the blanket I ordered! Their customer service is lost! They don’t give solutions and now they tell me I have to wait almost 5 days to have a reply. Do yourself a favor and please look for another alternative.
August 21, 2026
Unprompted review
Reply from Emma Sleep NL
Hi,
Thank you for your review.
We’re sorry to hear that you received a pillow when you had ordered a blanket. I fully understand that this is disappointing and that it feels even more frustrating when you then have to wait for a response.
I’d like to let you know that we’ve forwarded your situation to the appropriate department so it can be carefully reviewed. They’ll contact you by email as soon as possible regarding the next steps and an appropriate solution.
We ask that you keep a close eye on both your inbox and your spam or junk mail folder so you don’t miss our response.
Thank you for your patience and understanding. If you have any further questions, please feel free to contact us.
Best regards,
Team Emma
Definitely worth it!
Delivery was faster than I expected. The pillows I ordered definitely doing the job and less neck pain in the morning. I have no idea how I have been sleeping on my old pillow which supported basically nothing :)
August 8, 2026
Reply from Emma Sleep NL
Hi Syavuzer,
Thank you for your lovely review!
We're so happy to hear that your new pillows are helping with your neck pain and that the delivery exceeded your expectations.
Wishing you many more comfortable nights of sleep!
Kind regards,
Team Emma!
Bad customer service.
Bad customer service.
The delivery went horribly wrong, when I complained about it, I got the option to get a partial refund / compensation. I went with the compensation, it got confirmed multiple times, but a week later, they came back to it and denied the promised compensation.
They lied and don't follow through with what they promise.
August 5, 2026
Unprompted review
Reply from Emma Sleep NL
Dear Oskar,
Thank you for sharing your experience with us.
We are truly sorry to hear that both the delivery and the communication regarding the compensation did not meet your expectations.
We completely understand how frustrating this must have been, especially when you believed that a solution had already been agreed upon. We can appreciate your disappointment, and we are sorry that this has been your experience.
Kind regards,
Team Emma!
De matras is comfortabel
August 3, 2026
Reply from Emma Sleep NL
Beste Philip,
Bedankt voor uw positieve review!
Wat fijn om te horen dat u de matras comfortabel vindt. We waarderen het dat u de tijd heeft genomen om uw ervaring met ons te delen. Wij wensen u veel comfortabele nachten toe en hopen dat u nog lang kunt genieten van uw aankoop.
Met vriendelijke groet,
Team Emma
Reply from Emma Sleep NL
Hello Andrea,
We’re really sorry to hear this!
It’s definitely not our intention to send too many emails.
You can easily unsubscribe at the bottom of any email you receive from us, once you do, the messages will stop right away.
If you have any further questions, we’re always here to help you.
Best,
Team Emma
Very disappointed as well
Very disappointed as well. I bought the hybrid looking for good back support and the first 5 months it was ok but after the mattress became saggy. I bought it via Beter Bed and they were not able to change as my 100 nights were already passed. Very bad experience.
July 27, 2026
Unprompted review
Reply from Emma Sleep NL
Hi Lilis,
I'm very sorry to hear about your experience. I can completely understand how disappointing it must be when a mattress that initially provided good support starts sagging after only a few months.
As your purchase was made through Beter Bed, the warranty and service conditions may differ from those for orders placed directly with Emma. For this reason, I would recommend contacting our partner team at partners.nl@emma-sleep.com. They will be able to review your case and advise you on the options available for your specific purchase.
I sincerely hope they can help find a suitable solution for you.
Kind regards,
Emma Sleep Team
Disappointing
I bought the Emma Hybrid II Matras + because it was advertised as a firm mattress and I was willing to pay more for better support due to ongoing back pain. Unfortunately, it has been a huge disappointment.
After several months of use, the mattress is much softer than expected. I sink into the comfort layer, and instead of helping my back, my pain has actually become worse. I gave it plenty of time to break in, but the firmness never matched what was advertised.
In addition I had to wait one month for the delivery, so I wouldn’t recommend their services at all.
July 27, 2026
Unprompted review
Reply from Emma Sleep NL
Hi Antonia,
Thank you for taking the time to share your experience with us.
We are sorry to hear that the mattress has not met your expectations and that you have not experienced the comfort and support you were hoping for. We understand how frustrating this can be, especially when you purchased the mattress to help with ongoing back pain.
We are also sorry to hear about the long delivery time you experienced. We truly appreciate your honest feedback and will use it to continue improving both our products and our service.
Kind regards,
Team Emma
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
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