First of all, the mattress is really comfy and if it lasts as long as it says it should then it'll be good value. There is one annoying design flaw I think. The corners! When the mattress has nothin... See more
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Review summary
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The mattress itself is great. The service online ordering, simple and straight forward. The delivery of the product, wow. I was made to feel like a problem because I purchased the collection of my pre... See more
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The site was easy to navigate the mattress was delivery was quicker than expected. The only thing that let down the experience was our delivery man,he wanted me to take all three boxes I recieved as... See more
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The Emma Comfort Cooling Pillows are very good if a little pricey. Very comfortable and well made. I also have the hybrid matress that is very good. The site was easy to navigate with good custome... See more
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Company details
About Emma Sleep UK
Written by the company
Check Out Our Sales Frequently ASked Questions Contact us Order status
Emma – The Sleep Company – the UK's most trusted mattress-in-a-box brand, is dedicated to enhancing your life through the power of a great night's sleep. With their unrivaled sleep expertise, Emma is on a mission to awaken the very best in consumers, helping them embrace each day with renewed energy and vitality.
They go beyond offering an award-winning product portfolio including mattresses, beds, pillows and accessories – they deliver an exceptional sleep experience crafted with precision and care.
Harnessing their sleep expertise, Emma has revolutionized the way we approach sleep. Using the finest quality materials, advanced technology and an in-house team of sleep experts to understand sleep needs and pain points like nobody else, Emma creates excellent products that are suitable for everyone and every sleeping position imaginable.
They go beyond offering an award-winning product portfolio including mattresses, beds, pillows and accessories – they deliver an exceptional sleep experience crafted with precision and care.
Harnessing their sleep expertise, Emma has revolutionized the way we approach sleep. Using the finest quality materials, advanced technology and an in-house team of sleep experts to understand sleep needs and pain points like nobody else, Emma creates excellent products that are suitable for everyone and every sleeping position imaginable.
Emma - The Sleep Company: UK's Most Trusted Mattress In a Box Brand
Written by the company
- 200-Night Trial
- Test the 'Emma Mattress' risk-free at home for 200 nights with no hidden charges to ensure the right fit for you.
- Free Delivery & Returns
- 'Emma Mattress' provides fast, free delivery and hassle-free returns if it's not the right fit for you.
- 10 Year Guarantee
- 'Emma Mattress' provides a warranty for structural issues, guaranteeing a replacement if durability or stability problems arise.
Contact info
United Kingdom
- https://www.emma-sleep.co.uk/
- emma-sleep.co.uk
3.2
Average
53K reviews
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Customer Service 5 Stars
Quality topper, but in all honesty didn't suit myself or my husband, sadly made our backs worse. Customer service is incredible though, free to return and returned around 6 weeks later for full refund. Would recommend if you are considering trying, as may work for you and the returns policy is brilliant.
23 May 2026
Reply from Emma Sleep UK
Hi, Eleanor,
Thank you so much for taking the time to leave us such a thoughtful review.
While we are sorry to hear that the mattress topper did not turn out to be the right fit for you and your husband, we are so glad that you had a wonderful experience with our customer service. We always want to make sure that trying our products is stress-free, so it means a lot to know that you found our return process and policy smooth and helpful.
We truly appreciate your kind recommendation and your honest feedback. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you and your husband all the best and a wonderful, comfortable rest ahead.
Warm regards,
Bryle From Emma
Matress delivered quickly
Matress delivered quickly, followed instructions on unwrapping and left for 24 hrs before putting on bed.
Great mattress very comfortable
20 July 2026
Reply from Emma Sleep UK
Hi, Stephen,
Thank you so much for taking the time to share your feedback with us.
We are very happy to hear that your mattress arrived quickly and that you had a smooth setup following the unwrapping instructions. Most of all, it is wonderful to know that you are enjoying a great and comfortable sleep on your new mattress. Knowing that our customers are sleeping well truly brightens our day.
If you ever have any questions, need assistance, or need help with anything else in the future, please do not hesitate to reach out to us. We are always here and more than happy to help you out.
Wishing you many more comfortable and restful nights ahead.
Warm regards,
Bryle from Emma
Mattress arrived with period blood on…
Mattress arrived with period blood on it
Disgusting
Refusing to compensate me too.
EDIT- They did contact me earlier but refused compensation.
22 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear John,
Thank you so much for taking the time to share your feedback.
Every customer review is genuinely valued and appreciated, as it helps highlight important matters where support can step in and assist right away. It is completely understood how receiving an item in an unacceptable condition and facing difficulties regarding compensation can feel upsetting and unpleasant. We want to say sorry for the distress caused by the condition of your mattress upon arrival and the experience you had when seeking help.
Please be assured that this was certainly not intended to happen. To ensure this is handled with the highest priority, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received.
Your situation will be reviewed with great care to make sure everything is properly resolved for you. Thank you once again for your time, patience, and cooperation.
Wishing you a bright, restful, and peaceful week ahead.
Warm regards,
Bryle From Emma
Used Item included in Order
The mattress and pillow I ordered were in great condition and arrived very quickly. I'm sleeping better and glad I chose to order those items.
However, the free gift that was included ended up being a used pillow.
It was disgusting, smelt like sweat and was dirty so I disposed of it immediately, after taking photos.
I provided the photos to customer support but as I had disposed of it without prior communication they couldn't do much about it.
It was only a free gift, so I didn't want any compensation but it's shocking this happened in the first place.
Please be aware when ordering.
Edited to add, following the reply, that the used item was sealed and looked exactly like the brand new one I paid for. It is extremely unlikely this was a courier error, I believe this was highly likely to be a return that they have somehow delivered as a free gift. I would like to warn potential customers that they may also experience the same - I have seen other reviews detail a similar experience.
3 July 2026
Reply from Emma Sleep UK
Dear Lauren,
Thank you so much for taking the time to share your review with us.
Every piece of customer feedback is deeply valued and appreciated, as it allows support to step in and assist right away. It is wonderful to hear that the ordered mattress and pillow arrived so quickly, in great condition, and that sleeping better has already begun. At the same time, we want to say sorry regarding the experience with the gift upon arrival. It is completely understood how receiving an item that appeared unsealed or compromised can feel surprising and unpleasant when opening a delivery.
To provide a quick clarification, please be fully assured that even though it is a gift, every item provided is completely brand new. Before any order is dispatched to partner delivery couriers, care is always taken to make sure every single item is securely packaged and in perfect condition, including vacuum-sealing the gift. However, if the pillow arrived already inflated, it seems an issue occurred during transit. Once an order is dispatched to the courier, direct visibility or control over the physical handling of the package is lost until it reaches your door. That is why, whenever damage or seal breakage occurs along the way, stepping in immediately when informed by a customer ensures the issue is resolved right away.
To investigate this further and ensure this is handled with the highest priority, your concern has already been transferred directly to the senior team, who will be in touch via email very shortly to review everything for you.
Thank you once again for your time, patience, and cooperation. Wishing you a bright, restful, and wonderful week ahead.
Warm regards,
Bryle From Emma
Terrible after care service
In store - all was great.
Items arrived and the duvet was damaged beyond repair, so I threw it away and contacted customer service.
It took them 2-3 weeks to “investigate” and came back to tell me that because I didn’t keep a dirty, torn and damaged duvet they can’t do anything to help.
23 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Tamika,
Thank you so much for taking the time to share your feedback with us.
Every customer review is genuinely valued and appreciated, as it gives a clear picture of where support can step in to assist. It is wonderful to hear that the initial in-store purchase experience was so positive. At the same time, we want to say sorry regarding the difficulty faced with the damaged duvet upon arrival and the subsequent follow-up process. It is completely understood how receiving an item in that condition and navigating the review process can feel challenging.
To explain politely and transparently, since the purchase was made directly from the physical store, all order details and payment history information are securely held within their own store database. Online support teams only have visibility and access to purchases placed directly through the official website, so direct access to those store files is unfortunately unavailable from this system.
However, there is no need to worry. To ensure this is handled with the highest priority and redirected to the correct team, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received.
Thank you once again for your patience, understanding, and time. Wishing you a bright, peaceful, and wonderful week ahead.
Warm regards,
Bryle From Emma
Doesn't last long
The delivery etc was good. But the mattress only lasted 3-4 years before dipping very significantly. I wake up every morning with back pain from the deep impression now. Shame as it was very comfortable for a couple of years, just doesn't age well.
23 July 2025
Unprompted review
Reply from Emma Sleep UK
Dear Mike,
Thank you so much for taking the time to share your feedback and write this review.
Your honest thoughts are highly valued and truly appreciated. It is wonderful to hear that the initial delivery process went well and that the mattress felt very comfortable for a couple of years. At the same time, we want to say sorry regarding the recent changes in your sleep. It is completely understood that waking up with back pain due to a deep impression and significant dipping is not the comforting experience you originally enjoyed.
Please rest assured that every single mattress comes with a full 10-year guarantee and warranty. This means that the significant dipping you are currently experiencing is absolutely covered by this policy. To assist you further and get this resolved, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received.
We are always here to support your journey to better sleep. Thank you again for your wonderful patience and for allowing us to make things right.
Wishing you a bright, healthy, and beautiful day ahead.
Warm regards,
Bryle From Emma
Nice comfy mattress..box was ripped…
Nice comfy mattress..box was ripped when arrived though but suppose that was the courier service
2 July 2026
Reply from Emma Sleep UK
Hi, John,
Thank you so much for taking the time to share your review with us.
We truly appreciate your honest feedback, and we are so glad to know that you are enjoying your nice, comfy mattress and getting a good sleep on it. I am very sorry to hear that the outer box arrived ripped when your package reached your door. I completely understand how seeing a damaged box can be concerning, and I appreciate you bringing this to our attention.
Regarding delivery and how our shipping process works, please be assured that before any of our orders are sent out to our partner delivery couriers, our team carefully inspects every single item to ensure it is packed securely and in perfect condition. However, once the package is handed over to the courier service for transit, we unfortunately do not have direct visibility or control over how the box is handled along the way until it is safely delivered to your home.
Because of this, whenever a box gets damaged during transit, we always make sure to step in immediately the moment a customer lets us know. We want to ensure you are fully taken care of and that any potential issue is resolved for you right away.
Please take a close look at the mattress itself, and if you notice any damage or flaws, or if you have any questions or concerns in the future, please don't hesitate to reach back out to us. We are always happy to help you with whatever you need.
Thank you again for choosing us. Have a great night's sleep and a great day ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Craig,
Thank you so much for taking the time to leave us such a great review.
We are really happy to hear that you found our website easy to use, that your ordering process went smoothly, and that your delivery arrived quickly. Knowing you had a great experience with us truly brightens our day.
If you ever have any questions or need help with anything else in the future, please feel free to reach out to us anytime. We are always here and more than happy to assist you.
Have a great day and a good night's sleep ahead.
Warm regards,
Bryle From Emma
Useless
Ordered a mattress and then the delivery date went to around two months wait, customer services team did nothing just said to cancel the order- useless
17 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Ashleigh,
Thank you so much for taking the time to share your feedback regarding your order experience.
Receiving direct insights from valued customers is truly appreciated, as it highlights key areas where support can step in and help make things right. It is completely understandable how important it is to have clear, reliable timelines when placing an order, and seeing a delivery date extend to a two-month wait can naturally cause surprise and concern. A sincere apology is extended for the experience you had when reaching out to support.
Please know that this situation was certainly not intended to happen. All items are generally available on the website, but sometimes a very high demand for a specific product can cause a sudden shift in stock levels. For example, many orders coming in at the same moment can occasionally lead to an item becoming unavailable at the warehouse during the picking process.
To assist you further and investigate what happened, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received. Please be fully assured that your concern will be reviewed with great care to ensure everything is properly taken care of for you.
Thank you once again for your time, patience, and cooperation. Wishing you a bright, peaceful, and wonderful week ahead.
Warm regards,
Bryle From Emma
Great products and the delivery service…
Great products and the delivery service was first class
19 July 2026
Reply from Emma Sleep UK
Dear Mr. David,
Thank you so much for taking the time to share your review with us.
Hearing your kind thoughts and feedback is truly appreciated, as it brings great joy to know that you had a positive experience with us. We are so glad to hear that you love our great products and that your delivery service was first class. Knowing that everything went smoothly for you means the absolute world to us!
Thank you once again for your amazing support and for choosing us for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many happy, cozy, and peaceful nights of sleep ahead.
Warm regards,
Bryle From Emma
Nice quality products
Easy to navigate website. Kept updated throughout ordering and delivery process. Not the cheapest but high quality products and service.
19 July 2026
Reply from Emma Sleep UK
Dear Zoe,
Thank you so much for taking the time to share your wonderful review with us.
Hearing your kind thoughts and feedback is truly appreciated, as it brings great joy to know that you had such a smooth and positive experience. We are so glad to hear that you found our website easy to navigate and that our updates kept you well-informed throughout the ordering and delivery process. Knowing that you appreciate the high quality of our products and service means the absolute world to us.
Thank you once again for your amazing support and for choosing us for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many happy, cozy, and peaceful nights of sleep ahead.
Warm regards,
Bryle From Emma
Premium Quality
Very fast delivery
Superb quality
Well packaged
Very happy with item
Would recommend
18 July 2026
Reply from Emma Sleep UK
Dear Sallie,
Thank you so much for taking the time to share your wonderful review with us.
Hearing your kind thoughts and feedback is truly appreciated, as it brings great joy to know that you are having such a great experience with our products and service. We are so glad to hear that your order arrived very fast and in great packaging. Knowing that you find the good quality, that you are very happy with your item, and that you would recommend us means the absolute world to us.
Thank you once again for your amazing support and for choosing us for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more happy, cozy, and peaceful nights of sleep ahead.
Warm regards,
Bryle From Emma
This is my second Emma mattress and I…
This is my second Emma mattress and I love it so comfy and always have a great nights sleep.
18 July 2026
Reply from Emma Sleep UK
Dear Anne-Marie,
Thank you so much for taking the time to share your wonderful review with us.
Hearing your kind thoughts and feedback is truly appreciated, as it brings great joy to know that our mattresses continue to give you a great experience. We are so happy to hear that this is your second Emma mattress and that you love it so much. Knowing that it feels so comfortable and consistently gives you a great night’s sleep means the world to us.
Thank you once again for your amazing loyalty and for trusting us with your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more cozy, peaceful, and wonderful nights of sleep ahead.
Warm regards,
Bryle From Emma
Refunds late
Cancelled my order on 29th June I still haven’t received my refund!
3 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Claire,
Thank you so much for taking the time to share your feedback regarding your refund status.
Receiving direct insights from valued customers is truly appreciated, as it brings attention to where support can step in and help. It is completely understandable how important it is to receive prompt updates and a smooth return of funds after cancelling an order on June 29th. Waiting for a transaction to complete naturally creates concern when expecting a swift resolution. We want to say sorry for the delay experienced while waiting for your refund to process.
To investigate what happened and resolve this as quickly as possible, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away directly via email once your response is received. Please be fully assured that your concern will be reviewed with great care, so everything is properly taken care of for you.
Thank you once again for your time, patience, and cooperation. Wishing you a bright, peaceful, and wonderful week ahead.
Warm regards,
Bryle From Emma
Great product
Prompt delivery .. and great products .. excellent price .. and so easy to get upstairs! Lovely comfortable and supportive mattress but not too firm
18 July 2026
Reply from Emma Sleep UK
Dear JAC,
Thank you so much for taking the time to share your wonderful review with us.
Hearing your kind thoughts and feedback is truly appreciated, as it brings great joy to know that you are having such a fantastic experience with our service and products. We are so glad to hear that your delivery was prompt and that getting your new mattress upstairs was nice and easy. Knowing that you find it comfortable, supportive, and balanced just right without feeling too firm means the world to us, as providing total comfort and great value is always our top goal.
Thank you once again for your amazing support and for choosing us for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more happy, cozy, and restful nights of sleep ahead.
Warm regards,
Bryle From Emma
I loved my first pillow the original…
I loved my first pillow the original hybrid so decided to try the cloud. So far so good
20 July 2026
Reply from Emma Sleep UK
Dear Patricia,
Thank you so much for taking the time to share your wonderful review with us.
Hearing your kind thoughts and feedback is truly appreciated, as it brings great joy to know that our products continue to give you a great experience. We are so happy to hear how much you loved your original hybrid pillow, and that deciding to try the Cloud Pillow is turning out so well for you. Knowing that it is working out so great so far and helping you enjoy a comfortable rest means the world to us.
Thank you once again for your amazing loyalty and for trusting us with your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more cozy, peaceful, and wonderful nights of sleep ahead.
Warm regards,
Bryle From Emma
I was extremely disappointed when my…
I was extremely disappointed when my mattress arrived. The outer packaging was in a terrible condition, with multiple tears, holes, dents and crushed corners. The box also appeared to have been opened previously, as the top flaps were not properly sealed and there were large gaps in the packaging.
When you’re purchasing a new mattress, you expect it to arrive in brand new, unopened packaging. Receiving it in this condition immediately raises concerns about whether the mattress has been previously opened, handled, returned or damaged during storage or transit.
This is not the standard of packaging or quality I expected. I hope the retailer improves their quality control and ensures mattresses are properly protected before being sent to customers.
18 July 2026
Reply from Emma Sleep UK
Dear Zak,
Thank you so much for taking the time to share your detailed feedback regarding the arrival condition of your mattress.
Receiving clear insights from valued customers is truly appreciated, as it helps bring attention to how packages are delivered to your home. It is completely understandable how shocking and unwelcoming it feels to receive a package with outer tears, dents, holes, and unsealed box flaps when expecting a brand-new item. Seeing the box in that state naturally raises immediate concerns about whether the mattress inside was properly protected during its journey. We want to say sorry for the distress caused by the condition of the box upon delivery.
To provide a quick clarification, please be assured that before any orders are dispatched to the partner delivery courier, every single item is securely packaged and in perfect condition. However, once the order has been dispatched to the courier, that is the time when direct visibility or control over the handling of the package is limited until it reaches your doorstep. That is why, if any damage occurs during transit, immediate steps are taken the moment a customer reaches out, so a swift resolution can be provided.
To ensure this is handled with the highest priority, your concern has already been transferred directly to the senior team, who will be in touch via email very shortly. Thank you once again for your patience and for bringing this matter to light.
Wishing you a bright, peaceful, and wonderful week ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Linda,
Thank you so much for taking the time to share your wonderful review with us.
Hearing your positive feedback is truly appreciated, as it brings us great joy to know that your family is having such a great experience with our product. We are so glad to hear that your son loves his new mattress and that he is enjoying the best sleep he has had in ages. Knowing that we can help provide him with deep, comfortable, and restful sleep every night means the world to us.
Thank you once again for your kind support and for choosing us for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you and your son many more cozy, happy, and restful nights ahead.
Warm regards,
Bryle From Emma
Great nights sleep and waking with no…
Great nights sleep and waking with no sore hips and shoulder 😊🎉. Having to sleep on single bed with mattress downstairs in heat, waking in morning with aching hips and shoulders ( I have a lovely mattress upstairs!) thought topper! Ordered easily on Wednesday arrived on Friday. Why didn’t I do it earlier 😂
20 July 2026
Reply from Emma Sleep UK
Dear Ms. J Marsden,
Thank you so much for taking the time to share your wonderful review with us.
Hearing your kind thoughts and feedback is truly appreciated, as it brings great joy to know that our products are making a real difference in your daily comfort. We are so glad to hear that your topper arrived so quickly after ordering and that you are now enjoying great nights of sleep with no sore hips or shoulders. Knowing that you wake up feeling good and pain-free means the world to us, as providing true comfort and restful sleep is always our top goal.
Thank you once again for your amazing support and for choosing us for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more cozy, painless, and wonderful nights of sleep ahead.
Warm regards,
Bryle From Emma
The Emma lite original mattress we…
The Emma lite original mattress we received is very comfortable on first impressions after a couple of nights sleep on it. Delivery was smooth arrived from DX with no issues, and a progress tracker was provided which worked fine to see exactly when they would arrive.
20 July 2026
Reply from Emma Sleep UK
Dear Mark,
Thank you so much for taking the time to share your wonderful review with us.
Hearing your kind thoughts and feedback is truly appreciated, as it brings great joy to know that you are having such a great experience with our product and delivery service. We are so glad to hear that your Emma Lite Original mattress arrived smoothly through DX without any issues and that the delivery tracker kept you easily updated along the way. Knowing that your first impressions after a couple of nights are so comfortable means the world to us, as providing smooth delivery and restful sleep is always our top goal.
Thank you once again for your amazing support and for choosing us for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more cozy, peaceful, and wonderful nights of sleep ahead.
Warm regards,
Bryle From Emma
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