Really good products, I was a customer back in Brasil before moving here. Next one is a mattress as soon somo discounts are available.
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See what reviewers are saying
Already for the second time Emma is not keeping the promised delivery time (3-5 days) they announce on their website when buying. Afterwards I received an order confirmation that states a delivery tim... See more
Company replied
The topper is very nice, firm and definitely recommend but only issue is we feel very warm during sleep, may be our body temperature is trapped from bedsheet and topper, we need to think about altern... See more
Company replied
The mattress is awesome. Our sleeping quality has been improved dramatically. It is a life changing experience. The one negative point was the delivery. I asked him to take off his shoes when he... See more
Company replied
Company details
Written by the company
Unsere Mission bei Emma – The Sleep Company ist ganz einfach: Menschen dabei zu helfen, durch unsere Produkte eine erholsame Nacht und einen erholten Morgen zu genießen. Wir bieten Dir mithilfe unserer Produkte (bspw. unseren Kissen, Betten, Topper und Matratzen) und dem wissenschaftlichen Engagement unserer Schlafexpert*innen Deine optimale Schlafqualität.
Unser Schlafversprechen
Written by the company
- Bis zu 10 Jahre Garantie
- Wir sind so überzeugt von der Qualität unserer Produkte, dass wir Dir extra Garantie on top geben. Die individuellen Garantien auf unsere Produkte kannst Du in unseren AGB nachlesen.
- Bis zu 100 Nächte Probeschlafen
- Bestell ganz einfach Deine optimalen Schlafprodukte bei uns und probiere sie bis zu 100 Nächte in Deinen eigenen vier Wänden aus.
- Kostenlose Lieferung & Rücksendung
- Unsere Emma ist nicht das richtige Produkt für Dich? Kein Problem! Ganz ohne Widerworte oder Zurückrollen in den Karton holen wir sie kostenlos wieder bei Dir ab.
Über Emma Matratze
Gewählt zum Kundenservice des Jahres 2026
Wir tun unser Bestes um uns stetig weiterzuentwickeln - jetzt wurden wir dafür mit dem Award "Gewählt zum Kundenservice des Jahres 2026" in der DACH-Region ausgezeichnet!
Contact info
Frankfurt am Main, Germany
- https://www.emma-matratze.de/
- emma-matratze.de
BLACK FRIDAY WOCHEN: Bis zu 50% Rabatt
4.0
Great
54K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Quality x Delivery
Everthing was fine with the delivery and the quality is really good.
5 December 2024
Reply from Emma Matratze
Hello Aline,
Thank you very much for your kind feedback!
I am delighted to hear that you are so happy with the delivery and the quality of your order. I wish you continued restful sleep on your new slatted frame.
If you have any questions or concerns, please feel free to contact us at any time.
Best regards Bruno from the Emma team.
Buy a refurbished mattress!!
Got a refurnished mattress, came within a week, and as good as new. Great purchase!
9 December 2024
Reply from Emma Matratze
Hello Lorenz,
thank you very much for your kind feedback! Please excuse our late response. I am very pleased to hear that you decided for a refurbished mattress and that you are so happy with the delivery and quality of your order.
I wish you restful sleep on your new mattress.
If you have any questions or concerns, please feel free to contact us at any time.
Best regards, Merve from the Emma team
Following up on my prior posts
Following up on my prior posts. These guys have still not sent ANY email even though they publicly replied last week saying that they did to settle the refund.
Stay away from these lying thieves
10 December 2024
Unprompted review
Reply from Emma Matratze
Hello Alp,
Thank you for your review.
I'm sorry to hear that you haven't heard back from us.
As not all the details of your order are available, I would like to ask you to fill in your details in the request sent by Trustpilot so that I can help you further.
Thank you for your patience! I look forward to your feedback!
Kind regards Artur from your Emma team
Horrible
Horrible. Purchased and was not satisfied . Tried to do refund and no answer to emails or calls. Said they would picking it up and no one showed up. Horrible quality and service. You won’t get your money back. Waste of money, poor quality.
9 December 2024
Unprompted review
Reply from Emma Matratze
Hi Giselle,
We’re sorry to hear about your experience and truly apologize for the inconvenience caused. This is not the standard of service we aim to provide, and we understand your frustration. We would like to help resolve this issue as quickly as possible.
Please contact us, so we’ll help addressing your refund and pickup situation immediately. Thank you for your patience, and we hope to make things right.
Best regards,
Silvia from your Emma Team
Reply from Emma Matratze
Hello Jean-Pierre,
Thank you so much for your positive feedback! We're thrilled to hear that you're happy with the quality and the quick delivery. If you need anything else in the future, don't hesitate to reach out.
Best regards,
Silvia from your Emma Team
No answer for 14 days.
No answer for 14 days.
I was in contact with your support that offered me a full refund for the bed if I could hand it in to a charitable organization.
Now I handed it in and sent documentation hereof and have not gotten an answer from you in 14 days. Left with no bed and no refund.
So a 1/5 experience for me customer service wise.
23 November 2024
Unprompted review
Reply from Emma Matratze
Hallo Jacob,
vielen Dank für Dein Feedback.
Es tut mir leid, dass Du so lange keine Antwort erhalten hast. Bitte beachte, dass wir mittlerweile nicht mehr in Dänemark tätig sind. Deine Anfrage wurde daher möglicherweise nicht weiterbearbeitet. Ich danke Dir für Dein Verständnis.
Liebe Grüße wünscht Dir Amadou aus Deinem Emma Team.
Good beds. Bad service.
Honestly, horrible. The bed is fine but the delivery and customer service was the worst. I needed to take 4 days off from work just to get the pieces of the bedframe to my home. They send it piece by piece so there are a lot of deliveries. Then they are also never clear on what they deliver. Too late now for me, but do not buy here.
5 December 2024
Reply from Emma Matratze
Hello,
We’re truly sorry to hear about your frustrating experience with the delivery and customer service. This is far from the level of service we aim to provide, and we sincerely apologize for the inconvenience caused.
Your feedback is invaluable, and we’ll work on improving our processes to avoid situations like this in the future.
Kind regards,
Silvia from your Emma Team
Fast Delivery and excellent customer service
Delivery was quick, customer service is always responsive, product is excellent. This is already the 3rd purchase I has made with Emma.
5 December 2024
Reply from Emma Matratze
Hello,
Thank You so much for Your amazing feedback! 😊 We're thrilled to hear that You're happy with our fast delivery, responsive customer service, and excellent products. It's wonderful to know this is Your third purchase with us – Your loyalty means a lot to us.
Wishing You continued comfort and satisfaction with Your Emma products. If You have any further questions, feel free to contact us anytime.
Best regards,
Silvia from Your Emma Team
Super comfortable mattress and they…
Super comfortable mattress and they quality is at the great level! :)
27 November 2024
Reply from Emma Matratze
Hello Nirvanah,
Thank you for your feedback!
We're thrilled to hear you're enjoying the comfort and quality of your Emma mattress.
Wishing you many restful nights ahead!
Kind Regards,
Matheus from the Emma Team
my worst nightmare!
I have been waiting for my bed frame and bed sheets for nearly a week. Today, I received an email confirming delivery—only to discover they had incorrectly recorded my postcode. Shortly after, I was informed that the items had been delivered to the wrong address.
When I tried to resolve this with Emma.de, their customer service was utterly useless. Calls went unanswered or, when someone finally picked up, they couldn’t assist me in English. The chat function was no better, rejecting both the correct and incorrect postcodes, leaving me completely stranded.
To make matters worse, the courier split my order into three separate packages, adding confusion and making it impossible to track. I am now at risk of losing both my order and the money I spent on it. This level of incompetence and disregard is beyond unacceptable.
I strongly advise against using this service. I am now sleeping on the floor due to their negligence and total lack of accountability. Save yourself the nightmare.
3 December 2024
Unprompted review
Reply from Emma Matratze
Good morning Miguel,
thank you for your feedback. I'm sorry that there were difficulties with the delivery of your order and the communication with our customer service. This is not the service we aim to provide.
I am glad, that we could help you with your request.
Thank you very much for your patience and understanding.
Best regards, Moritz from your Emma team
The mattress is in good quality but…
The mattress is in good quality but somehow I am having back pain that’s the only reason I am giving it as 3 star.
22 November 2024
Reply from Emma Matratze
Hello Ajay,
Thank you for your feedback.
I am sorry that there have been inconveniences related to your Emma order. This does not meet the standard of service we strive to provide at Emma.
I will be sending you an email shortly with more information regarding your order. Thank you very much for your patience and understanding.
Best regards,
Matheus from your Emma Team
Terrible product and customer service
I bought a mattress slat and bed base from Emma. The bed base was delivered in pieces by different companies on different days, with one package being temporarily lost. The mattress slat cannot be assembled as the pieces provided do not align. I have contacted Emma and followed up numerous times but keep getting ignored. Don't bother buying from this company as they cannot even get the basics right.
Edit: The reply on here has resulted in no action yet. Probably an automated response to negative reviews to make it seem like they resolve issues.
14 November 2024
Unprompted review
Reply from Emma Matratze
Hello Ishara,
Thank you for your review. I apologize for the late response. On behalf of Emma, I want to sincerely apologize for the inconvenience and frustration you have experienced.
As we currently do not have all the details of your order, I kindly ask you to fill out the information in the request we sent so that we can assist you further.
Once again, I am sorry that your experience with Emma did not meet our standards. Thank you for your patience. We take your feedback seriously and will work on improving!
Best regards,
Matheus from the Emma Team
I Order a pillow it change my life
I Order a pillow it change my life. Top quality and all expectation fullfileld
24 November 2024
Reply from Emma Matratze
Hello Denis,
thank you very much for your amazing feedback.
I am delighted to read that you are happy with your pillow and that it is having a positive impact on your life. This is exactly what we want to achieve with our products. A good day always starts with a good night's sleep!
I wish you continued restful sleep with your Emma products.
Best regards, Moritz from your Emma team
The mattress was ok the first six…
The mattress was ok the first six months. But practically on usable afterwards. I suffer every night sleeping on them, after 2 years of using them.
In their reply to my comment they said they have sent me an email. But I have not received any.
22 November 2024
Unprompted review
Reply from Emma Matratze
Hello Sa,
Thank you very much for your review. On behalf of Emma, I would like to sincerely apologize for the material errors and the late response.
I have just emailed you with further information about your order. Please reply to this email so that I can assist you.
I appreciate your patience and understanding.
Kind regards Artur from your Emma team
Great Matress. Bought in an emergency but super comfortable.
Bought in an emergency. Flooded out. Best emergency purchase ever.
17 November 2024
Reply from Emma Matratze
Hello Michael.
Thank you very much for your sincere comment. I apologize for my late reply.
I am very pleased to hear that you are happy with your mattress.
I wish you a restful sleep on your new mattress. If you have any further questions, please feel free to contact us.
With best regards,
Daniel from your Emma team
Charged but no product
(EDIT: I haven’t received the email Emma/Arthur mentions here under)
I've ordered at Emma a blanket. It wasn't delivered to us, and somehow shipped back to Emma. Although our address was correct.
Anyway, I've been charged for what I ordered, but I haven't had any answers from Customer Service after more than a week. But they did charge me...
13 November 2024
Unprompted review
Reply from Emma Matratze
Hello Maximilien,
Thank you for your review. On behalf of Emma, I would like to sincerely apologize for the complications with your order.
I have just sent you an email with further information about your order. Please reply to this email so that I can assist you.
Thank you for your patience and understanding.
Kind regards Artur from your Emma team
Very slow to deliver
Estimated delivery date much later than suggested on website (4 days became 4-6 weeks), actual delivery delivery date, 9 weeks. This is my 2nd Emma mattress, but there won't be a third as I will not be using this company again.
Good product by can not recommend the company.
25 August 2024
Unprompted review
Reply from Emma Matratze
Hallo Shane,
vielen Dank für Deine Bewertung. Im Namen von Emma möchte ich mich aufrichtig bei Dir für die Komplikationen und späte Rückmeldung entschuldigen.
Da nicht alle Details Deiner Bestellung vorliegen, möchte ich Dich bitten, Deine Angaben in der von Trustpilot gesendeten Anfrage auszufüllen, damit ich Dir weiterhelfen kann.
Vielen Dank für Deine Geduld! Ich freue mich auf Deine Rückmeldung!
Liebe Grüße Artur aus Deinem Emma Team
0 star
Warning, don't buy here. They are scammers. Emma refuses to take the item back and refund my money, you have been warned.
7 November 2024
Unprompted review
Reply from Emma Matratze
Hallo Mark,
vielen Dank für Deine Bewertung. Im Namen von Emma möchte ich mich aufrichtig bei Dir für die Komplikationen entschuldigen.
Da nicht alle Details Deiner Bestellung vorliegen, möchte ich Dich bitten, Deine Angaben in der von Trustpilot gesendeten Anfrage auszufüllen, damit ich Dir weiterhelfen kann.
Vielen Dank für Deine Geduld! Ich freue mich auf Deine Rückmeldung!
Liebe Grüße Artur aus Deinem Emma Team
Really good delivery and mattress seems…
Really good delivery and mattress seems good as of now.
30 October 2024
Reply from Emma Matratze
Hallo Kartheek,
herzlichen Dank für Dein freundliches Feedback.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deines xxx so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt. Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team
Huge delays and no partial refund. Total scam.
I used to love Emma and recommended them to friends, but not anymore.
My husband and I ordered a wooden bed frame and slatted frames on September 24, expecting delivery in 5-10 days for our new apartment. Stupidly, we got rid of our old bed frame and slatted frames so we didn’t have to move them to our new place.
The slatted frames arrived on time, but the bed frame never did. After reaching out, the delivery date shifted from October 1 to November 18, and as of today the new estimated delivery date is December 5. None of this was communicated by email. I only learned how badly my order was delayed by reaching out to Support.
Emma keeps promising to compensate for the delay "once the bed frame arrives"... but we urgently need a bed, so I requested to cancel the bed frame and get a refund. Now they’re insisting I return the slatted frames, because they’re part of the same order and refuse to give a partial refund. Seriously? These boxes are heavy, I live in a five-floor walk-up, and I still need the slatted frames (and a bed frame!).
If they're not able to give a partial refund, why can’t they refund the whole package and re-charge me for the slatted frames? Save us all the CO2 emissions. The whole situation feels deceptive and frustrating—a little customer service wouldn’t hurt!
When things go well, Emma is great, but good luck if you run into issues. I can't recommend them anymore.
_
Hey Emma, stop giving me the runaround and give me my money back so I can purchase a frame from a company that delivers on time. I'd like to sleep in a bed again this year. Thanks!
———
UPDATE: I filed a PayPal dispute and received a refund a few days later. I would highly recommend using a credit card or other payment option where you can dispute charges, just in case something goes wrong with your order.
1 November 2024
Unprompted review
Reply from Emma Matratze
Hello Kelsey,
Thank you for sharing your experience.
We truly apologize for the frustration and inconvenience this has caused.
It’s clear that our communication and handling of your situation did not meet your expectations, or our own standards. We understand the importance of timely and proactive updates, especially when such delays impact your living arrangements in a new home.
Regarding the partial refund issue, we’re sorry for the difficulty and lack of flexibility with our current process. We appreciate your patience and have taken your feedback seriously to help us improve both our logistics and customer care practices. Thank you for giving us this insight, and if there’s anything more we can do to resolve any remaining concerns, please don’t hesitate to reach out directly.
Kind regards,
Matheus from the Emma Team
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