49,676 total
Ordered online with ease. Kept informed by regular updates. Mattress arrived on time by friendly delivery crew.
The mattress itself (Emma Luxe Cooling -double) was purchased in the January sales and it was hugely discounted.
It’s the second Emma mattress we now have and they are very comfortable.
Very pleased.
Date of experience: January 09, 2025
All went well and we're pleased with the mattress. The only issue was that the mattress is called something different on the packaging than it is on the website which confused me. We ordered the original hybrid Emma mattress but it's called something else when it arrives. Don't recall exact wording but it has a name that sounded like it was a value version
Date of experience: January 24, 2025
Unfortunately the Emma original pillow wasn’t for me, no matter how I used the layers I couldn’t find the right option that suited me. Emma made it so easy to return the product. I would definitely recommend the company to anyone who is looking for a trial before you keep the pillow.
Date of experience: February 01, 2025
We’ve had our mattress a few years now, it’s weakened significantly sent all the pictures into customer service, ignored for a month! One email from ‘Alvin’ replied with all the info, several times, no response apart from ‘we haven’t heard from you’ I have done nothing but chase!
Faulty mattress, no customer service.
Date of experience: January 10, 2025
Mattress ridiculously soft and causing significant back pain for my husband and I. Waited at least six weeks (as recommended) before reaching out to Emma re: the 200 day trial. Didn’t get a reply for a couple of weeks - then had an offer of an extra layer to try. Agreed to this as we don’t have the funds to buy another mattress - no response from Emma despite me chasing it up. If I hear nothing back I will be taking it further. Don’t bother using them.
Date of experience: February 02, 2025
Very simple and straight fprward for ordering, delivery was spot on as advised, the main issue we had was getting the box containing the mattress up the stairs, but we managed. Once the mattress was on the bed and we removed the plastic it was in, it was quite impressive as it grew to its full size, just reminded me of the Liferafts we used offshore! all in all the best thing we have bought in a very long time, plus my wife gets a good nights sleep and doesnt wake with an aching back.
Date of experience: January 31, 2025
Efficient delivery, and well packed, the mattress came when it was supposed to, and it was easy to manoeuvre. I have suffered with poor sleep for the last fifteen years. We invested in a new mattress about nine years ago but it was too firm and I awoke in the morning with aching joints. Finally, I took the plunge and ordered the Emma mattress and I wished that I had done it sooner.
Date of experience: January 19, 2025
I bought a weighted blanket. It was summer and it didn't go into use until later in the year. Within 6 weeks the stitching was coming undone but they refused to refund, replace or even acknowledge that the item was faulty. Unfortunately, in law, we only have 30 days to return an item that's faulty but, in this case, I couldn't have known until it started happening. What a waste of my precious funds.
Date of experience: November 29, 2024
I slept on this exact mattress at my son’s house and found it so comfortable I ordered one for myself. However even after a couple of weeks I have found it much firmer than the one at my son’s house so am disappointed.
Date of experience: January 23, 2025
An awful, awful company. They cancelled my order without me asking them to, then after two weeks, still no refund. Don't waste your time with this shambolic organisation. Visit the high street and support your local town centre instead.
Date of experience: January 21, 2025
After almost 5 months and several grovelling apologies and promises to sort my issue out I've still not heard back from EMMA-SLEEP UK regarding my refund. Another faceless reply on trust pilot promising to treat it as a matter of urgency, then radio silence. Consumer law dictates that refunds must be returned within 14 days of receipt of goods. It has now been 17 days! This company are a disgrace. AVOID at all costs!
Date of experience: January 31, 2025
We got the Emma Lux Cooling Mattress, our only regret is that we didn't buy this sooner. I usually wake in the night feeling too hot, since getting our mattress this hasn't happened.
Date of experience: January 31, 2025
Another week has passed and I'm still no closer to finding out where my mattress is. This is the second review I've left here, as it seems to be the only way to encourage a response (hello Jon, are you a robot? Please follow up support call #5108651).
It's bordering on fraudulent to take money but offer no follow up information or delivery projection time. All I have is 'UPS doesn't have possession of the parcel yet'.
Date of experience: February 01, 2025
The mattress is amazing, it was a simple process to order & I didn’t have to wait long for delivery. I suffer from extreme back pain & this mattress supports my back & legs perfectly to have a good nights sleep.
Date of experience: February 01, 2025
As highlighted by other reviews, Emma has no customer service. I received the wrong mattress and, after 18 days and 3 emails, still haven’t heard back from them. For comparison, Origin Mattress responded to my inquiries within 24 hours. If you value responsive and helpful support, I highly recommend looking elsewhere.
To make matters worse, the mattress I received has an awful plastic-like smell that’s lingered for weeks. I’ve tried airing it out, but the stench hasn’t gone away. For comparison, the mattress from Origin arrived in a similar package but was ready to sleep on the very first night – no bad smells, no hassle.
Overall, very disappointed with both the product and the customer service.
Date of experience: January 16, 2025
I ordered the mattress with free mattress protector and was told the offer had finished and I should have got the free pillow
In the end received neither and was very disappointed
The mattress itself seems smaller than other one we have and doesn’t fit the cover
Date of experience: February 02, 2025
It’s hard to know where to start with this review. Ordered a double mattress and was informed would be delivered in 7 days. Then received an email to say delivery delayed for 6 weeks! Phoned and complained but told new delivery date stands. Then 2 days later an email from UPS to say delivering within next 2- 4 hours while we are out! Arranged for next day delivery which didn’t happen (another day off work) then delivered 2 days later ( another day off work). However, Emma managed to excel themselves by sending us the wrong size mattress. Have spoken with their customer service to arrange a return and had to send lots of photos but still waiting on a response. Based on other reviews I have seen on TrustPilot with regards to this company I am not hopeful on a rapid solution to my problem.
Date of experience: January 30, 2025
Ordered in Jan sales at a fair price, The mattress arrived as expected on the day stated and my daughter loves it, far more comfortable than her old one..
Would have given 5stars but have been harassed via email since the purchase to write a review (if I’d have wanted to I would have already) and hopefully they will stop emailing me now..
Date of experience: January 23, 2025
Reply from Emma Sleep UK
Hi Michael,
I truly apologize for the frequent emails requesting a review. I completely understand how that can be frustrating. Your feedback is important to us, and I appreciate you taking the time to share your thoughts. I will make sure to note your preference and ensure you no longer receive those emails.
We have sent you an email. Kindly check your inbox, and don’t forget to check your junk or spam folder just in case. Once you’ve reviewed it, please contact us back via email so we can assist you further and investigate this matter thoroughly.
Once again, I deeply apologize for the inconvenience and thank you for your patience.
Wishing you a wonderful day ahead!
Sincerely,
Jonalyn
Poor quality mattress - I could feel the coils digging into my back. It made my back and leg pains significantly worse. Lost a lot of sleep and it had a significant impact on my personal life. It took 2 weeks for them to get back to me asking me for photos of the mattress.
Date of experience: December 25, 2024
The mattress is great. The compact package was amazing. There was a 'clarity gap' between submitting the order and knowing when it would be delivered. Delivery was only scheduled on the delivery daytime. We were not at home so the box was left outside the house in the rain. The mattress has been smelly for a fair while since being unpacked, which has bothered my wife, though not me
Date of experience: January 30, 2025
