Please save yourself the hassle and disappointment and just go for a trust worthy respectful brand. I went to the store in person where I purchased the most expensive, newest matrass with a p... See more
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Ik heb een matras besteld, maar besloot het na een paar nachten te retourneren. Nadat ik dit had gedaan en mijn terugbetaling had aangevraagd, heb ik ook gemeld dat mijn oorspronkelijke betaalreken... See more
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I have both matress and pillows from emma sleep and I love it. They delivered at exact time, amazing quality, beautiful products and I just love my sleeping ecperience with them!! Don't think they are... 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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Very good for side sleepers
I sleep on my side and finally I have the support I need from a pillow
October 25, 2026
Reply from Emma Sleep NL
Dear Evangelia,
Thank you for sharing your experience! It's lovely to hear that you've finally found the support you need as a side sleeper. The right pillow can make such a difference to a comfortable night's sleep. I hope you enjoy many more restful nights with your new pillow!
Kind regards,
Team Emma!
Emma betaalt mijn geld niet terug
Ik heb een matras besteld, maar besloot het na een paar nachten te retourneren. Nadat ik dit had gedaan en mijn terugbetaling had aangevraagd, heb ik ook gemeld dat mijn oorspronkelijke betaalrekening was opgeheven en mijn nieuwe bankrekening doorgegeven.
Na twee maanden contact te hebben gezocht over de terugbetaling, weigert Emma nog steeds om mijn geld terug te storten op de rekening die ik heb opgegeven. Bij elke e-mail aan de klantenservice ontvang ik alleen een standaardreactie, waarvan ik vermoed dat deze door AI is gegenereerd.
---
I ordered a mattress and decided to return it after a few nights. After doing so and requesting my refund, I also informed that my original payment account has been closed and provided my new bank account. After 2 months of following up, Emma has been unwilling to return my money to the account I provided, and with each email to customer service I receive just a generic response (that I suspect is generated by AI).
October 22, 2026
Unprompted review
Reply from Emma Sleep NL
Hoi!
Bedankt voor je review en het delen van je ervaring.
Wat vervelend om te horen dat je na twee maanden nog steeds op je terugbetaling wacht. We begrijpen heel goed dat dit ontzettend frustrerend is, vooral omdat je meerdere keren contact met ons hebt opgenomen en het gevoel hebt dat je niet verder wordt geholpen. Onze oprechte excuses voor het ongemak en de teleurstelling!
We begrijpen dat je oorspronkelijke bankrekening inmiddels is opgeheven en dat je graag wilt dat de terugbetaling op je nieuwe rekening wordt uitgevoerd. We willen je situatie graag verder onderzoeken en samen naar een passende oplossing zoeken.
Helaas kunnen we het bestelnummer dat je hebt opgegeven niet terugvinden in ons systeem. We vragen je daarom om ons per e-mail het juiste bestelnummer door te geven, zodat we je bestelling kunnen terugvinden en je situatie gericht kunnen bekijken.
We wensen je ondanks deze vervelende situatie een fijne dag. Mocht je nog vragen hebben, neem dan gerust opnieuw contact met ons op. We helpen je graag verder.
Groetjes,
Team Emma
SCAM all the way
Please save yourself the hassle and disappointment and just go for a trust worthy respectful brand.
I went to the store in person where I purchased the most expensive, newest matrass with a promise of a 3 week maximum delivery.
So far, I have been promised three delivery dates none of which happened.
Customer service is a horrible AI chatbot thingy that just replies nonsense answers.
Now I am here, 6 months pregnant and sleeping on the floor trying to get almost 3k refunded to be able to afford a bed from a better and decent company.
What a joke.
October 15, 2026
Unprompted review
Reply from Emma Sleep NL
Hello Ranieri,
We’re truly sorry to hear about your experience, especially during your pregnancy. We completely understand how frustrating and disappointing it must be to have received several promised delivery dates that were not met, and to now be sleeping on the floor while waiting for your refund.
We take your feedback very seriously and have shared your experience internally with the relevant team so that it can be investigated and, most importantly, to help prevent situations like this from happening again.
We sincerely apologize for the inconvenience, frustration, and disappointment this has caused you.
Kind regards,
Team Emma
Superfijn product
October 3, 2026
Reply from Emma Sleep NL
Beste Roelien,
Bedankt voor je review!
Wat fijn om te horen dat je zo tevreden bent met ons product! Daar worden we blij van. We wensen je er nog heel veel plezier en comfort mee!
Met vriendelijke groet,
Team Emma!
Disgusting and extremely unethical service
I am extremely disappointed with the way Emma NL handled our order.
We ordered a second-life mattress in March 2026 and paid €512.43 upfront. We were then given delivery dates that were repeatedly postponed. Throughout the process, we contacted Emma's customer service almost every week, and the response was consistently that we had to wait.
The latest promised delivery date was 7 September 2026, which also passed without delivery.
What is particularly frustrating is that we were never proactively informed that there was a fundamental problem with the availability of the mattress. Instead, we kept receiving new expected delivery dates and continued waiting based on the information Emma provided.
We even requested to speak with higher management to resolve the issue, but our request for escalation was denied.
After more than six months, Emma eventually told us that the mattress was no longer available and that the only solution was to cancel the order and refund our money. We explained that a refund was not what we wanted because we actually needed the mattress. We proposed accepting an Emma Original+ 180×200 as an equivalent replacement, but Emma refused this because it was a different product line.
We were then given yet another estimated availability window of 16–30 December 2026, but with no guarantee that the mattress would actually be delivered.
After all of this, we ultimately had no practical choice but to accept the refund and look for a mattress elsewhere.
The most disappointing aspect is not simply that the mattress became unavailable. Stock problems can happen. The problem is the way Emma handled the situation: months of delays, repeated delivery promises, weekly requests for updates, no meaningful escalation, and ultimately telling the customer after more than six months that the product cannot be delivered and that the only solution is to take the original money back.
During those six months, Emma had our money while we were left waiting for a product that we repeatedly had reason to believe would eventually be delivered.
I expected much better communication, accountability and customer service from a company like Emma. Unfortunately, this experience has seriously damaged my trust in the company.
March 19, 2026
Unprompted review
Reply from Emma Sleep NL
Thank you for your review, Diogo.
We’re truly sorry to read that you had to wait so long for your mattress. We completely understand how frustrating it must have been to receive repeated delivery dates, only to eventually hear that the mattress could no longer be delivered.
We’re genuinely sorry that you did not feel properly informed or supported throughout this process. We will certainly take your feedback on board, as this is not the experience we want to provide our customers.
Kind regards,
Team Emma!
Very comfortable mattress
Very comfortable mattress. Perfect for a hot sleeper like myself. Night sweats have significantly reduced.
September 17, 2026
Reply from Emma Sleep NL
Dear Sara,
We’re so happy to hear that you’re sleeping comfortably!
It’s wonderful to know that the mattress helps you stay cooler at night and has significantly reduced night sweats.
Thank you for sharing your lovely review, and we wish you many more comfortable nights!
Kind regards,
Team Emma
Reply from Emma Sleep NL
Hi Lesia,
Thanks for sharing your experience.
It’s a shame to hear that the mattress feels too soft for you and is causing lower back pain. That’s certainly not the intended experience.
We’d like to mention that your body often needs some time to adjust to a new mattress and a different type of support. That’s why we recommend giving it a little more time. Fortunately, you have a 100-night trial period, so you can take your time to see if the comfort and support start to suit your body better.
Thanks for your honest feedback and for trusting Emma. We hope you’ll soon experience greater comfort and wake up feeling well-rested again.
Warm regards,
Team Emma
Extremely disappointing experience
Extremely disappointing experience
I have been expected a refund for the past 6 months. More than 100 emails send to the support team. Several phone calls.
Automated replies and answers. After some back and forth, always the same pattern: the case is transferred to someone else (if not an AI), and the conversation start from 0 with the same emails being sent out.
They refuse to put me in touch with the person in charge. They refuse to send me what they call a "safe form" in order for the process to be finalized. They refuse to help out and when they don't know what to say transfer the case to a new person
All that for 100 euros. What a shame... in today's age of social media, you should be aware of the consequences and impact this will have on your business.
November 20, 2025
Unprompted review
Reply from Emma Sleep NL
Dear Matthieu,
Thank you for taking the time to share your experience with us.
We are truly sorry to hear that you have been waiting so long for your refund and that your interactions with our customer service team have caused so much frustration.
We can only imagine how disappointing and exhausting it must be to repeatedly explain your situation, receive similar responses, and feel that no real progress is being made. This is certainly not the experience we want for our customers.
We genuinely appreciate you bringing this to our attention and are sorry that we have let you down in this situation. Your feedback is valuable and helps us improve our service moving forward.
Kind regards,
Team Emma!
Reply from Emma Sleep NL
Dear Sarah,
So lovely to read that Emma was the right choice for you once again.
Thank you so much for your trust and your kind words.
Wishing you soft, peaceful sleep every single night.
Warm regards,
Team Emma
I have both matress and pillows from…
I have both matress and pillows from emma sleep and I love it. They delivered at exact time, amazing quality, beautiful products and I just love my sleeping ecperience with them!! Don't think they are overpriced, they deserve it
September 12, 2026
Reply from Emma Sleep NL
Dear Goekce,
What a wonderful experience to read. Knowing that both the mattress and the pillows suit you so well, that everything arrived right on time, and that you’re truly enjoying your sleep comfort… that’s exactly what we hope to bring to every customer.
Thank you for sharing your enthusiasm with us, it genuinely makes us happy to hear your investment feels completely worth it.
Kind regards,
Team Emma
The mattresses were very comfortable to…
The mattresses were very comfortable to lay on, no strange smell, overall good quality!
September 11, 2026
Reply from Emma Sleep NL
Dear Customer,
Thank you for sharing your experience!
We’re delighted to hear that the mattresses are comfortable and that you’re happy with their quality. It's also great to know that there was no unusual smell, allowing you to enjoy your new mattress right away.
Thank you for taking the time to leave this positive feedback. We wish you many more comfortable and restful nights ahead!
Kind regards,
Team Emma
There is amazing pillow
There is amazing pillow, adjust to my head properly and my neck feels well supported. My sleeping improved a lot with this pillow.
September 12, 2026
Reply from Emma Sleep NL
Hello Julian,
How wonderful to read your review!
We’re so happy to hear that the pillow adjusts perfectly to your head and gives your neck the comfortable support it deserves.
It means a lot to us that your sleep has improved so much, that’s exactly what we hope for with every product we create.
Thank you for sharing your experience with us. If you ever need anything, we’re always here for you through our customer service.
Warm regards,
Team Emma
Avoid Emma Sleep NL – Four Months of Delays, Mistakes and No Refund (€600)
I ordered a mattress, bed, duvet and pillow set from Emma Sleep NL in March 2026. At checkout they mentioned a possible 1–3 week delay, which seemed reasonable. Unfortunately, the entire experience turned into four months of frustration.
Delivery problems:
The order was split into seven packages. On 2 April I received the mattress, the bed slats (two very large boxes), and the duvet. After that, nothing arrived for months. The next delivery — two pillows — didn’t show up until 27 July.
Then on 30 July Emma Sleep contacted me to say they could no longer fulfil the rest of the order because “too many customers had returned the bed due to poor quality.” Their solution was that I had to return everything I had already received. This meant I had stored five bulky packages in my apartment for four months for no reason.
Return problems:
The return process was even worse. When I arranged pickup with their delivery partner Dynalogic on 4 August, Emma Sleep told them to collect seven packages instead of five. After carrying all five heavy boxes down from my first‑floor apartment, the driver refused to take them because the number didn’t match his instructions. I had to bring everything back upstairs and schedule another pickup for 10 August. Only then did they finally collect the items.
Refund problems:
I paid using SprayPay, Emma’s monthly instalment partner. By the time Emma cancelled my order, I had already paid four instalments totalling €600. One month after returning the goods, SprayPay still hasn’t refunded me and they are ignoring all messages. I’ve now had to open a complaint with Kifid, which may take months — and there is no guarantee I’ll ever see my money again.
Conclusion:
Emma Sleep NL has been a terrible experience from start to finish, and their payment partner SprayPay is even worse. The delays, poor communication, incorrect pickup instructions, and lack of refund have caused enormous inconvenience and stress. I strongly recommend avoiding Emma Sleep NL and choosing a more reliable company, even if it costs a little more.
P.S. ***Updated*** I have just seen the reply from Emma Sleep NL to my review. This is the same type of response I have received from them for the last 4 months. Pretty sure it is AI generated, but for sure, it is just words from them, they've offered no structural help in any form.
September 8, 2026
Unprompted review
Reply from Emma Sleep NL
Dear Chris,
I’m truly sorry to read what you’ve been through.
Waiting for months, storing large boxes in your home, dealing with multiple failed pickup attempts, and then facing uncertainty about your refund, that’s an incredibly heavy experience, and you should never have had to go through all of that. You showed so much patience, and still ended up feeling stressed and unsupported. I completely understand how upsetting this must be for you.
I want to reassure you that, according to our internal records, your refund has been processed on our side. Because your payment was made through SprayPay, the final payout is issued by them directly. Sometimes their processing takes longer than expected, and I understand how worrying that feels — especially after everything you’ve already dealt with.
You’re not alone in this. We’re continuing to monitor your case, and we kindly recommend reaching out to SprayPay again so they can confirm the exact status of your refund. You deserve clarity and peace of mind, and we want you to receive that as soon as possible.
Thank you for sharing your experience with us. It truly matters, and we’re committed to learning from it so no customer has to go through something like this again.
Warm regards,
Emma Sleep
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
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