Emma Sleep Canada Reviews 193

Hi Justine Joy,

Good day. The refund was deposited in my account.
I want to thank you for your assistance in resolving this matter.
I appreciate all the time and effort that you made in this situation. I can say one of the quickest responders, polite, and most reliable agents that I encountered.
I want to thank Emma too for resolving this request. Emma was honest about what they promised and provided at the time I purchased the product. All in all, I loved the mattress except for those things that I encountered. If there are improvements in those matters, please let me know I am still interested in buying it.

Thank you so much.

This was my last reply to Emma. I will still give them 5 stars based on my experience with them. When it comes to the mattress just a small issue that I am willing to wait for an improvement. Thanks Emma.

Without a doubt the worst customer experience of my life.

If I could give zero stars, I would. This company has the worst customer service I have ever dealt with, and their so-called 10-year warranty is a complete joke.

Our Nightmare Experience:
- The mattress failed after just 18 months, causing severe back pain and forcing us to sleep on the sofa.
We reached out to customer service in January 2025 and provided all proof requested. They ignored us for two weeks.
- After leaving a bad review, they finally responded and offered a replacement.
- A week later, they said the replacement was out of stock and offered a refund, which we accepted.
Instead of processing the refund, they sent us a replacement anyway—and still refused to pick up the faulty mattress.
- They then said they would only process a refund after picking up the replacement mattress.
- They picked up the replacement but then claimed our address (in central Vancouver) was "outside of their pickup zone" for the faulty mattress.
- Now, they are demanding that we donate the broken mattress and provide proof before issuing our refund.

Completely Unacceptable, our refund needs to be processed as soon as possible.

We have spent two months going back and forth with this company, only to be met with delays, lies, and shifting policies. They refuse to take responsibility for their defective product and expect customers to deal with their logistical mess.

If you're considering buying from this company—DON'T. Their warranty is worthless, and their customer service is a nightmare. Avoid at all costs.

Update:
After three months we finally got a refund but they refused to pick up the faulty mattress which we now have to deal with ourselves

🚨 Beware of Emma Canada – Terrible Customer Service & Delivery Issues! 🚨

I regret choosing Emma Canada for my mattress purchase. I placed an order and only received the pillows, while my mattress and mattress protector are missing. The tracking number they provided is invalid, and they won’t even confirm which shipping company they used.

I have spent over 4 hours trying to reach customer service—2+ hours on the phone and 2+ hours waiting in their chat queue, only to be left with no answers. This level of service is completely unacceptable.

At this point, I feel like I’ve been scammed. I see many similar complaints online about missing deliveries and poor customer service.

My experience thus far reflects the one described by another Emma Sleep Canada customer (SEE THEIR REVIEW BELOW) . I have started the refund process. Two emails and two phone calls, a week has gone by and they are silent! I am worried about entering a similar loop of lies described below: STAY AWAY!! NOT WORTH THE HASSLE. BUY FROM ENDY OR SLEEP COUNTRY IF YOU LIVE IN CANADA!!!!!

The real issues start when you try to return the mattress. 2 months go by and no one answers your emails. When you finally get a response, they put you through to a return portal- where you get a return number and share it with them. Then your return goes into the abyss. You sit on hold on the phone for endless hours, or in a chat room waiting for an agent. No one answers your emails. And you’ve spent a lot of money to sleep on a bed that hurts your back. Maybe one day they will call me back. I’ll try the better business bureau

Now that I have posted this, they contacted me to return the mattress but let me know they don’t offer free pickups in my area (I live in the GTA so that’s ridiculous) and that I need to show proof of donation for a refund. I don’t have a car large enough to transport a king size mattress and charities charge for pick up. How exactly is this living up to their “free return” policy?!?

The 365-day risk-free free trial is false advertising. Avoid Emma sleep at all costs. The hybrid 2.0 mattress is of poor quality and uncomfortable. I contacted them for a return and refund. They refuse to come pick up the mattress claiming that no collection service is available in Sherbrooke. Which is completely false. They simply do not want pay for the collect. They refuse to refund. I demanded a pickup and refund. Now, they no longer respond to emails and it's impossible to get them on the phone.

EDIT
Miracle! They refuse to come to pickup the matress but I got refund. You need to post here. I also told them by mail and via facebook/messenger that I will take legal actions and talk to journalists about them. I got refund 3 days later. Don't give up!

I have never seen a company make such an effort NOT to sell. After I had my cart ready, the following happened:

- My browser would autocomplete the address with an address from overseas and the website simply would not let me change it. It automatically sends me to the homepage and I cannot complete my purchase (tried from 4 different browsers and three email addresses);

- After I was able to log in using a different e-mail, I completed my purchase about 5 times, using different cards, browsers, paypal and everything else, and they were all canceled 1min after!

- I also was not able to talk to them on the phone (I waited for over an hour!) or on the chat.

This company is a scam, avoid at all cost! Their 365 night trial is fake, they had me give the mattress to a local non-profit as I’m too far from a city center for them to pick it up. But they won’t give me my refund!!!! So now, not only do I not have the mattress anymore, I’m out over 700$

THEY ARE SCAM!!!!

I bought an Emma mattress based on their promise of a 365-night trial. After about six months of use, my partner and I realized that this mattress causes us back pain. So, we decided to take advantage of their advertised return policy.

The problem? No response from customer service. I have tried to contact them multiple times, but I have received no follow-up. It is extremely frustrating because their satisfaction guarantee seems to be an empty promise.

If you are considering buying an Emma mattress thinking you’ll benefit from their trial period and warranty, beware. Good after-sales service is just as important as the product itself, and so far, Emma is not delivering on their commitments.

I am writing to express my dissatisfaction with Emma Sleep Canada. I purchased three items in November 2024, but I have yet to receive the Premium Breathable Mattress Protector - Queen | 60" x 80". When I called in 2024, I was informed that the product was out of stock, which I found acceptable at the time.

However, I recently followed up with an email and have received no response. I also attempted to contact customer service by phone but ended up waiting for hours without anyone answering.

It's disheartening to see that many others have shared similar experiences on this review site, and Emma Sleep Canada's responses seem to be generic, simply expressing regret for "the bad experiences". It’s not just about the experience—it's about the company's lack of transparency, communication, and respect for its customers.

I would appreciate an update regarding my order.

EDIT: The reply they posted to this review is dishonest. They never tried contacting me, not once. They post replies to negative reviews to give the impression they tried to reach a resolution, but it was the customer who was unresponsive. Blaming it on the customer is how they try to wiggle out of providing some of the worse customer service I have ever experienced. No one ever picked up the phone, no one ever responded via live chat. Stay away from this business. They claim they have a head office in Germany. I wonder if that's made up too.
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Do not buy from this company! Once you place an order, they have your money, and stop communicating with you at all. They don't tell if they have shipped your order, when you will received it, and their live chat and phone numbers do not work - no one answers the phone, and no one responds via live chat. You can email, and they send you an email apologizing for the delay, they are working on it, all just words, with no concrete information - no tracking number, no estimated delivery date, nothing. Just an apology that means nothing. DO NOT BUY FROM THEM, THIS COMPANY IS A SCAM BUSINESS!!

Delivery was a week later, no big deal. The mattress is ok quality for the money. The real issues start when you try to return the mattress. 2 months go by and no one answers your emails. When you finally get a response, they put you through to a return portal- where you get a return number and share it with them. Then your return goes into the abyss. You sit on hold on the phone for endless hours, or in a chat room waiting for an agent. No one answers your emails. And you’ve spent a lot of money to sleep on a bed that hurts your back. Maybe one day they will call me back. I’ll try the better business bureau

Now that I have posted this, they contacted me to return the mattress but let me know they don’t offer free pickups in my area (I live in the GTA so that’s ridiculous) and that I need to show proof of donation for a refund. I don’t have a car large enough to transport a king size mattress and charities charge for pick up. How exactly is this living up to their “free return” policy?!?

I have been trying to get a return for a month. I have been ghosted in my email chain. I have spent 4 hours on hold to be disconnected. The other phone number listed on the social media account is not yet assigned.
The rep told me to donate my mattress and they will refund me, but now that I have donated it, I am out the money, and I am sleeping on my couch, while no one responds to my messages.

i ordered Emma mattress November, 2024. today is January 2025, i still haven't receive all my order yet. and took me weeks try to find customer service for either refund or return. the worst part is !!!!! after weeks spent track them down, the first customer support guy email me and told me to keep the mattress for free, so i unbox the mattress. few days later, i receive an email asked me to donate to a charity and show prove of picture in order to get my refund. than i receive third email asked me to ship the mattress back to them!!! they do not have the man power to come get the mattress themselves!!!!! but they still owe me one pillow which i paid for almost three months ago !!!!!! i kept the mattress sealed for more than a month waited for them and emailed them more than ten times. finally they asked me to keep the mattress, so i threw away the box. now they want me to ship back a white mattress without the box or any plastic? how ? their website said they will come get the mattress, they lied !!!! i live in Downtown Edmonton !!!!!

There is no customer service. Very scary. They said free trial and easy returns with no cost. I am now doubting this!! Was on hold for 4 hours before the line went dead, chat bot is useless! Email is an endless loop. Emma DO BETTER!!

I have been trying to get a hold of emma for a return been on chat wsiting for 2 hours then they close it and also been on the phone now for 2 hours just waiting!??? It's been 4 days haven't gotten a response through email support either!

Only received the pillows. Order was shipped December 23rd. Got 1 pillow December 24th. Got another pillow January 3rd. Package is "supposed" to be jammed at local Canpar Express warehouse since December 24th. Been emailing customer support since December 26th. Never got a reply. Been waiting for more than 1h on the line to talk to someone. No answer. Where is my damn mattress. Should have bought from a better canadian company.
Update : After another 2 days, still no answer from support.

TL;DR - Save yourself the time, stress and money. Don't bother ordering from them. They'll send you defective products, leave you to deal with the trash, and straight up stop responding to their support email.

I ordered a mattress from Emma in November. They shipped me a defective product. It took 5 business days to get a new product shipped. Meanwhile, I was sleeping on my couch. When I inquired about some type of compensation they said they'd check with management. When I followed up I was gaslit and told that this wasn't their fault. I decided to get a refund rather than keep the replacement. They were unable to get the item returned to sender (so they say) so I had to wait for it to arrive and then ship it back. They also refuse to remove the defective mattress from my home despite promises on their website that they will remove it free of charge. Now I'm stuck to deal with their trash and still don't have a refund.

I ordered a mattress from Emma on December 26th, and here I am weeks later with nothing to show for it except frustration. This has been the worst customer experience I’ve ever encountered.
• Delivery Disaster: The mattress I paid for hasn’t arrived.
• Customer Service Lies: I was promised a follow-up within 48 hours—never happened. I’ve emailed multiple times, and they’ve completely ignored me.
• Phone Nightmare: Calling customer service is a joke. Wait times are over 3 hours, only to be disconnected without speaking to anyone.

To add insult to injury, they sent me the pillows I ordered, but the mattress? Nowhere to be found.

This company is unprofessional, unreliable, and clearly doesn’t care about its customers. Save yourself the headache and look elsewhere. If I could give zero stars, I would!

A bad customer support experience has made we question this company. After waiting on hold for 4 hours when I called Emma Canadian Support's phone number, I was automatically disconnected without speaking to anyone to assist me with a change to my order.

I have sent multiple emails to their support email address. Emma Sleep's emails contain links that redirect you to a Emma Sleep Columbia support site in Spanish! Some of their other links redirect you to Emma Sleep UK.

I have also tried the chat multiple times and it's frustrating that this this also does not work. As a computer consultant this worries me a lot that they do not have their act together when it comes to their technology and their automated replies.

This does not leave a good taste in my mouth about this purchase or this company. I had originally tried to contact support to actually upgrade to a bundle package and pay this company more money. Now I'm doing everything I can to cancel this order before it is fulfilled.

I would have to say that I should have checked TrustPilot first before my purchase. Lesson learned...

I'm not getting a hold of anyone through chat, phone or email. I just ordered a mattress bundle and have yet to receive an update about estimated arrival. I just moved into my new house and it would be great to know I'll have a bed to sleep on.