Emma Matratze Reviews 

The mattress was returned 26th of August, and I'm still waiting the refund.

Order number: 0016-8BSMLF

I’ve been trying everything to get my refund, but I feel like I’ve been deceived. There’s no phone number to call, and the emails all say the same thing. I’ve already provided my account details. What else can I do to get my money back?

The delivery was very fast and my mattress is super comfortable. I totally recommend it.

Delivered quickly, the mattress is in perfect condition.
On a side note, I would have chosen a slightly more rigid one instead of following the general recommendations, as it is a little softer than I expected

I've had better sleep quality ever since the bed arrived. No more back pain.

While the delivery time took forever, the product, once here, was amazing. This my second Emma and I'm sleeping even better now with a different firmness.

Very frustrating delivery confusion and helpless customer service, makes me seriously consider cancelling my order and going elsewhere. After receiving a barrage of emails with separate deliveries to my single order, with the mattress ending up stuck at the GLS depot without any chance of redelivery attempt. Calling the “customer service” was hopeless - and I speak excellent German! - meant they were absolutely unwilling to do anything except “wait until it’s returned to them” means at least a week or more I have to wait for a new delivery OR - in their words - I should pick up the 50kg mattress myself. Why in the world they use such a poor delivery service that won’t attempt a second delivery, or especially why in the world the customer service have no ability to find other solutions (call GLS on the costumer’s behalf, immediately send a new express delivery, or arrange a delivery from the GLS depot - which by the way is also a furniture warehouse, and has their own delivery services) is beyond me. They should be ashamed of claiming they have great customer service and problem-less delivery, when in fact things go wrong they simply won’t help you. My recommendation is to take your money elsewhere. Very disappointed and still without mattress and 1000 euros!!!!👎👎👎

Poor Customer Service and Unresolved Issue

I am writing this review on behalf of my mother, who has had an extremely frustrating experience with Emma. We placed an order for a mattress (Order Number: 0016-9KLEL5) on 01.08.2024, and after realizing it wasn’t the right fit, we requested a refund and return on 14.08.2024. The order was cancelled on 15.08.2024, and we were assured that the product would be collected, with a refund issued within two weeks after collection.

Since then, we’ve had no updates. Despite multiple attempts to reach out to customer service, there has been no follow-up regarding either the collection of the bed or the refund. Initially, we were told the process would take no more than three weeks, but we are well beyond that timeframe, and the issue remains unresolved.

What makes this even worse is that Emma has now closed its operations in Denmark, leaving us to deal with their customer service in Germany. Yet, despite the company's main office being in Germany, we have still received no assistance or clarity on the situation.

This entire experience has been deeply disappointing. Emma has failed to communicate or resolve a straightforward issue, showing a complete disregard for customer care. I strongly advise others to avoid this company, as they do not seem to take responsibility once the sale is completed.

I would not recommend Emma to anyone based on this experience.

Disappointing Experience with Emma Mattress and Customer Service**

I purchased three Emma mattresses from Lidl last year, initially impressed by their perfect firmness and comfort. However, after just one year of use, the mattresses became noticeably soft and saggy. This change significantly affected the quality of our sleep, and we started feeling a dip when lying down.

We reached out to Emma’s customer service, shared photos via email, and explained the issue. However, despite Emma offering a 10-year warranty, their response was disappointing. They claimed they couldn’t see any visible gap from the photos, even though we clearly feel the sagging while sleeping. Instead of honoring the warranty by offering a replacement, they suggested we use a mattress topper.

I expected better durability from a product with a 10-year warranty, and the lack of support from the Emma team has been frustrating. Offering a mattress topper is not an adequate solution for a mattress that no longer provides proper support after just one year. I would not recommend Emma mattresses if you're expecting long-lasting comfort or helpful customer service.

Edit on 8.10-Submit details on 31.10.2024.Still no update. Waiting since long.

Very good customer service, good quality products, and efficient delivery

I ordered and received a mattress topper (with a month longer delivery time than stated). It was not particularly good, so I have now tried for 3+ weeks (and with several emails) to get it returned, without success. They keep promising that I will be contacted by the shipping company within 3-5 days, but absolutely nothing happens.

I will update this review if I get my money back. Stay far away until then.

SEP 30th UPDATE: After leaving trustpilot reviews, the courier finally contacted me, and today the topper was collected. Will update again when/if I get a refund.

Comfortable and easy to adapt. Though I still find it a bit firm personally

I ordered and paid for mattress on 3rd August. The order was cancelled by Emma citing ‘surge in demand’, but did not even have the courtesy to tell me of this until I contacted them on 26th August regarding non delivery. Efforts to have my money refunded have been fruitless so far.

In March this year I bought a mattress Emma Hybrid V2s 200x200 cm and I immediately noticed that the mattress had not inflated to its full size. Even after 3 days (period of time for the mattress to fully expand) the mattress had flat edges and corners that just didn't expand - so when I sit on the edge of the bed, the mattress sags down towards the floor. The mattress was visibly smaller than the bed frame (also in size 200x200 cm). I contacted customer service and they arranged a mattress replacement after more than 1 month of my contact.
For my surprise the second mattress had the exact same issues. I once again contacted customer service (via email and calls) and asked to talk directly to their complaint department since I wanted to file an official complaint and I was looking for an alternative solution (at this point I didn't want to receive a new replacement with the same mattress model). But they replied my email confirming the arrangement of a second replacement and in the end I agreed with it because the mattress was going to be delivered on the next day. This time I was not surprised when the third mattress was also defective with the exact same issues. 

After several contacts with Emma customer service, the only solutions they offered me were: to make a new replacement with the same model (no thank you!) or to be refunded of the amount I paid for the mattress so I can buy a new Emma model and pay the difference from my pocket - which obviously is not reasonable since Emma is the part that has failed to provide me with an undamaged non-defective mattress. I proposed alternative solutions but there is no possibility for discussion here.
In summary: there is a manufacturing issue with this mattress model, Emma keeps sending me a defective mattress and they are clearly not interested in finding a reasonable solution for the customer.
WORST CUSTOMER EXPERIENCE I HAVE HAD! AVOID IT!

Honestly Its not that good for sleeping…the price is not good enough for the product…

first : persönliche Service-Nummer #13661679

I never wrote a negative advice in my customer life but I'm deeply desperate about the situation and as you stopped sending news of the bed 3,5 weeks ago I had to react somewhere.

the situation in short :
*3 months that I'm sleeping on the floor with plastic under my mattress as if I moved out the day before
*1 delivery with a default piece
*1 delivery with the wrong Paket
*2 deliveries that never arrived because you didn't give the precise address or GLS didn't ring and left the super heavy package 15' away (and how could you dare asking a customer to pick up the bed by themselves especially after all this wait??)
*still no solution given, after an enormous CO2 impact with deliveries that didn't work, bulky bed parts waiting since 3 months in my room, 40+ emails exchanged without any result, and so much stress and logistics to arrange deliveries for beds that never come!! what level of disrespect is that??

I chose Emma because I thought it would be a wise choice but you just keep making the situation worse and worse. Really I have no words and all the stress generated by this situation does affect my mental health.

Please deliver the bed now and compensate money-wise your customer mistreatment.

Very firm and comfy mattress and pillow but I am not pleased with the soft spot on some edge, it feels weird most times. Delivery was great, you are informed every step of the way

I reached out to request a return, after an agent recommended the Premium top mattress after we sent another one back because it was too soft. Not a good recommendation, because it was as soft as the first one.

When I reached out via the chatbot, I was never contacted afterwards while the bot said someone would reach out. Once I contacted the agent via chat, they told me the return window has passed. The first time I reached out it was still within the 30 days, so we cannot return it due to a technical issue on Emma’s side. The agent didn’t want to show any empathy or whatsoever. By far one of the worst policies and customer care agent I have experienced. Now we’re stuck with a top mattress that gives us back pain. The recommendation in the first place was already bad, the service even worse.

I sincerely hope someone reads this and acts upon it.

Dear Emma team,
I would like to express my frustration I am writing to formally express my frustration regarding the lack of response to my repeated attempts to contact your customer service team regarding a return.

I initially reached out on 28th about returning order no 74895 and 68985 since then, I have followed up several times via email and on phone/ watsapp ,However, I have yet to receive any acknowledgment or response to my inquiries.

This lack of communication is causing me considerable inconvenience, as I am unable to proceed with the return process and receive a refund or replacement. As a loyal customer, I am disappointed by the poor level of service I have experienced so far.

I kindly request immediate attention to this matter. Please provide me with the necessary instructions for returning the product and confirm when I can expect a resolution.

Thank you for your prompt attention to this issue. I hope to hear from you soon.

Sincerely,
Sibin shaju
+919747441616