Appalling lack of customer service once you have bought these very expensive mattresses Ordered a premium mattress with an expected delivery date of 9th Nov. On Nov 9th received no confirmation of delivery so tried to contact customer services - no phone number available, only a contact form. I contacted customer services using the form- no response at all. Contacted customer services again, requesting to know the date of delivery. Gave my phone number and requested a response by text or phone. Stated that if I received no response I would cancel and buy elsewhere. Received no response until 5.50pm when an automated email was finally sent, with no reference to my complaint, advising that the mattress was being delivered by DPD Ireland (I live in England) and giving me the number to track against. Tried tracking using the number they gave, but the number was invalid. Found a different number on the invoice so attempted to contact DPD. Got an automated message saying they were closed. Emma mattress makes a great play about the quality of their very expensive mattresses but once you have bought, they provide no customer service at all. They could have tracked it with DPD and given me the information instead of eventually sending an automated email telling me to contact DPD. If I had known how indifferent they are to their customers I would have bought Simba or anyone other than Emma. If the mattress does not arrive tomorrow, I will refuse delivery and buy from another company which knows how to treat their customers. Totally disgusted

Missing order. Missing service Placed an order during Black Friday weekend for two mattresses. One arrived on dec 2. The other, with a different fedex tracking number has been in “pending” status on the fedex website with no delivery date. Emma customer service is a joke. Chat agents “won’t respond for hours”. The phone center is closed even during its listed office hours. And the email option…multiple back and forth emails over many days where they keep asking me for tracking info. Hello! You shipped it. It’s available on the fedex website with the tracking numbers you provided. Why do you keep delaying going something about the missing mattress? Wish I’d read the reviews on trustpilot prior to ordering from this absolute mess of a company. The mattress I got was good. But it’s awesome that I probably can only give it to one of my kids and not the other for Christmas. Thanks for nothing! STAY AWAY FROM EMMA

Ok mattress, crap company. Order a mattress and a frame on or about the 2nd of February. Got the mattress in a reasonable timeframe. The frame however, I've contacted them twice, and been lied to both times, they said; "about a week" been months now. I've asked for a refund, doubt I'll get it, seems like a scummy company. For anyone that hasn't been through that before it normally involves having your lawyer contact them and push a lawsuit. Which can get expensive. Best to avoid them I think. For what it's worth the mattress is pretty decent, but there are as good or better in the same price category. As a bonus they don't have garbage customer service.

Beware Beware Beware! This is a German company so if you have any issues you are not covered in the UK!!! I bought an Emma mattress online and took a day off work for the delivery but the delivery company they chose didn't turn up. You can't choose your own delivery date! They then told us another delivery date and again I had to take a day off work for the delivery. Even though they say in their T&C's that they are bound by English law, when I tried to claim compensation for my lost days work they just weren't interested, and as they don't have a register UK address you can't make a claim through the small claims court!

Horrific customer service Horrific customer service. Both mattresses I have bought are not supportive. Replaced double after 1 month, but then didn’t collect. Had to give it away in the end. Have waited now nearly 3 months for a single to be replaced. keep just giving me excuses. Mattress is not supportive, causes a lot of back pain, and customer service just send you essays all the time but do nothing.