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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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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DO NOT BUY FROM EMMA MATTRESS
DO NOT BUY FROM EMMA MATTRESS!
We forked out on purchasing the mattress and the matching mattress protector. We washed the mattress protector as per instructions and it completely disintegrated! We have been back and fourth with customer services now for 3 weeks for a replacement, but because it’s past the 14 day warranty they refuse to replace, despite the item being faulty. Imagine not being able to clean your mattress protector that costs over £70?! The customer service is shocking so will be completely avoiding in the future.
*Emmas response below is false. We have gone back with the required information multiple times and get sent around in circles! They have now been in contact after their response below to still refuse providing a replacement. Such an awful experience.
10 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear AnonB,
Thank you very much for taking the time to share this feedback about your experience with the mattress and the matching mattress protector.
Your willingness to reach out and highlight what happened during the washing process is greatly appreciated. It is completely understandable how unexpected and stressful it must be to have a premium item disintegrate after following the provided care instructions. Navigating a back-and-forth communication process for three weeks regarding a replacement is certainly not the smooth experience intended for customers. We want to say sorry for the impact this situation and the warranty refusal have caused. Your perspective on the quality expected from a high-value protector is entirely valid.
To investigate this further, 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 want to ensure your concerns are thoroughly addressed, and a positive resolution is reached. Thank you once again for your patience and for giving us the opportunity to turn this experience around.
Wishing you a wonderful and relaxing week ahead.
Warm regards,
Bryle From Emma
Never again
Ordered an emma mattress on black friday cost me £1200 got 2 pillows 1 mattress protector and 1 quilt after falling out with them about a discount they offered me I sent the mattress back couldn't send the other 3 items because in there t&c the mattress was the only thing on a 200day sleep after getting my refund I found out they had charged me £300 for the 3 items I useded dividebuy after paying a little over £500 all I got back was £185 they charged me £315 4 a mattress protector 2 cheap pillows that have no design and a cheap quilt u want 2 lose money this is the company 2 use they will give with 1 hand and take 3 times more when u send it back
10 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear David,
Thank you very much for taking the time to share your review again.
Your continued feedback is highly valued, and the extra effort taken to outline the details of your DivideBuy refund breakdown is truly appreciated. It is completely understandable how important it is to have full clarity and a straightforward experience regarding the costs of your mattress protector, pillows, and quilt. We want to say sorry once again for the ongoing trouble faced with this balance and for any negative impression left by this situation.
To provide some clarity, your concern has already been transferred once again directly to the senior team, who will be in touch via email very shortly. This team will be reviewing the details thoroughly to ensure everything is looked into and addressed properly for you.
We are always aiming to deliver an open, helpful, and professional journey, and your insights are incredibly useful in making sure service paths are continuously refined. Your amazing patience and cooperation while the senior team steps in mean a lot.
Wishing you a truly wonderful, bright, and peaceful rest of your day ahead, and many restful nights with your sleep setup.
Warm regards,
Bryle From Emma
I ordered a mattress
I ordered a mattress, with protector and pillows included as a special offer. On the final day of the delivery window the extras were delivered, but no mattress. A week on from there, still no mattress, and if I want to cancel I have to wait in all day (again!) and refuse the delivery. I also have to take the free items to an Evri drop off myself to return them, at my expense. Between Emma and UPS I've had countless wasted hours, time spent waiting for delivery, talking to a bot and sending emails. Terrible service for the cost.
5 July 2026
Reply from Emma Sleep UK
Dear Emma,
Thank you very much for taking the time to share this review regarding your experience with the mattress delivery process.
Your detailed feedback is highly valued, and the time taken to share these details is greatly appreciated. It is completely understandable how important it is to receive an entire order together within the expected timeframe, and to have a smooth process when items need to be returned. We want to say sorry once again for the trouble faced with the split delivery, the time spent waiting, and the steps required to manage the cancellation.
As much as the goal is to ensure that every order is delivered promptly to everyone, there is no direct control over the specific routes or daily schedules used by partner courier systems. Because these courier companies operate as independent delivery partners rather than directly under the main brand, they manage their own distribution centers, truck routes, and delivery priorities. For example, if a courier vehicle encounters unexpected traffic, local vehicle issues, or sudden scheduling shifts within their specific network, those operational changes happen strictly on their side, which can unfortunately lead to tracking updates or sudden changes outside internal systems.
While the system shows that a request to cancel the order has been made and a colleague has already assisted with this, please know that the team is always more than willing to resolve any issue, even in complex instances like this.
If you ever decide to try an Emma product again in the future, you can rest assured that a dedicated team is here to support you. Just reach out, and the right solution will be found straight away.
We want to thank you again for your patience. Wishing you a truly wonderful, bright, and beautiful day ahead.
Warm regards,
Bryle From Emma
Simple process and delivery
Simple process and delivery. Went for the pro mattress and it suits us perfectly. Also got some free pillows and mattress topper with our order.
20 June 2026
Reply from Emma Sleep UK
Hi, MB,
Thank you so much for taking the time to share your wonderful review.
We are incredibly happy to hear that you had a simple process and delivery with us. It is fantastic to know that the Pro mattress suits you perfectly and that you are enjoying the free pillows and mattress topper that came with your order. Your kind words truly mean a lot to us. We always want to make sure you have the most positive and easy experience possible when choosing your sleep products. Knowing that everything went smoothly for you brings a big smile to our faces, and we hope your new mattress and bedding continue to bring you many cozy, peaceful nights of rest for a very long time.
Thank you once again for your amazing support and for being a part of our family. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Have a truly bright, wonderful, and beautiful day ahead.
Warm regards,
Bryle From Emma
Great communication and lovely…
Great communication and lovely mattress. Great value for money.
1 May 2026
Reply from Emma Sleep UK
Hi, Susan,
Thank you so much for taking the time to share your wonderful review.
We are incredibly happy to hear that you are pleased with our communication and that you love your new mattress. It is fantastic to know that you feel it is great value for money. Your kind words truly mean a lot to us. We always want to make sure you have the best and most pleasant experience possible with our team and our products. Knowing that we hit the mark for you brings a big smile to our faces, and we hope your mattress continues to bring you many cozy, peaceful nights of sleep.
Thank you once again for your amazing support and for choosing us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Have a truly bright, wonderful, and beautiful day ahead.
Warm regards,
Bryle From Emma
Poor customer service
I was initially impressed by Emma's 200-night trial, but unfortunately my experience with their customer service has completely undermined my confidence in the company.
The Emma Pro mattress was simply too soft for me, so I exercised the 200-night trial as intended. I wanted to switch to the Emma Original mattress, which is firmer and actually a cheaper model. However, because promotional prices had changed since my purchase, Emma refused to let me buy the Original at the price I had already paid for the Pro.
What made this particularly frustrating was that I had previously been advised by their customer service team to keep checking for offers until the Original mattress returned to the same price. Despite this, they later refused to honour that advice or offer any goodwill gesture, instead repeatedly quoting their pricing policy.
I also asked for my concerns to be treated as a formal complaint, but this request was ignored. Rather than addressing my complaint, I received the same template response repeating their policy.
While Emma has honoured the 200-night trial by offering a refund, the way this situation has been handled has been disappointing. The trial should leave customers feeling confident that they can find the right mattress, not financially disadvantaged if they need to choose a different model.
Overall, I expected much better customer service and a more customer-focused approach. Based on my experience, I cannot recommend Emma.
9 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Sam,
Thank you very much for sharing this feedback about your experience with the Emma Pro mattress and the subsequent price adjustment request for the Emma Original.
Your detailed review is highly valued, and the time taken to outline these details is greatly appreciated. It is completely understandable how important it is to have clear, consistent guidance when navigating a mattress trial and looking for the perfect fit for a good night's sleep. We want to say sorry for the trouble faced regarding the pricing differences and the formal complaint process.
To investigate this further, 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 aiming to deliver a supportive, customer-focused journey, and your insights are incredibly helpful in making sure service standards remain high. Your patience while this is being reviewed means a lot.
Wishing you a truly wonderful, bright, and peaceful day ahead.
Warm regards,
Bryle from Emma
Really happy with my new mattress
Really happy with my new mattress. Arrived compact in a box so was very easy to take out and lay on the bed. Such a comfortable night's sleep!
13 June 2026
Reply from Emma Sleep UK
Hi, Lisa,
Thank you so much for taking the time to share your lovely review.
We are incredibly happy to hear that you are loving your new mattress and that it gave you such a comfortable night's sleep. It is wonderful to know that the box was easy to unpack and set up on your bed. Your kind words truly mean a lot to us. We always want to make sure you have the best experience possible from the moment your order arrives at your door. We hope your new mattress continues to bring you many more restful, cozy nights for a very long time.
If you ever have any questions or if there is anything else we can do for you in the future, please feel free to reach out to us at any time. We are always right here and more than happy to help you.
Thank you again for choosing us. Have a great day ahead.
Warm regards,
Bryle from Emma
NEVER BUY FROM EMMA SLEEP
NEVER BUY FROM EMMA SLEEP.
Returned an item that was unwanted due to circumstances changes. The item was picked up by DX freight, organised by Emma themselves.
Over a month later Emma is still trying to argue that they never collected the mattress and will not refund me.
I’m now £300+ out of pocket and also WITHOUT A MATTRESS.
Absolutely disgraceful and disgusting company, avoid at all costs!!!
6 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Harry,
Thank you very much for taking the time to connect and share your feedback regarding your return experience.
It is completely understood how important a smooth and reliable return process is when circumstances change. When an unwanted item is successfully collected by an assigned courier, receiving a prompt and clear update regarding your money is a very natural expectation. Being out of pocket without the product for more than a month is a significant matter, and wanting a swift resolution is entirely reasonable. We want to say sorry for the delay and for the confusion surrounding the current status of your mattress return.
To investigate this further, 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. This will allow a deep look into the courier tracking history to straighten everything out.
We are fully committed to ensuring this is handled properly for you moving forward. Your patience while this is being sorted is highly valued, and we hope a positive resolution is reached very quickly for you.
Have a truly wonderful, peaceful, and pleasant day ahead.
Warm regards,
Bryle From Emma
Sofa frame snapped
Bought a sofa bed 2.5 years ago. Very poor quality - slats started breaking almost immediately, sitting area mattress kept slipping off the mattress and overall wasn’t comfortable. A couple weeks ago, the metal frame snapped where the welding points are on both sides. Shared with customer service and was told that as it’s the over 2 years since purchase, we cannot have this rectified. Paid £1300 for this just to then not be able to use anymore after such a short amount of time. No wonder they don’t do this sofa bed anymore.
Ridiculous - will never buy from Emma again.
18 June 2026
Unprompted review
Reply from Emma Sleep UK
Dear Roxannee,
Thank you very much for taking the time to connect and share your feedback regarding your sofa bed purchase.
It is completely understood how important it is to have a reliable, long-lasting piece of furniture for your home. Expecting regular daily use from a sofa bed is entirely reasonable, so experiencing broken slats and a snapped metal frame is naturally quite a difficult situation. Investing a significant amount means wanting the item to stay in excellent shape for a long time, and finding that the product can no longer be used creates a real inconvenience. We want to say sorry for the issues you have encountered with the quality and comfort of the sofa bed.
As much as the team would love to take care of this and cater to your needs, please be advised that no options remain available from this end since the order has already passed its official warranty period. To help explain clearly, all Emma items come with a specific warranty window, such as 2 years for certain furniture pieces, to cover manufacturing concerns during that timeframe. Because this specific purchase was made 2.5 years ago, the account system automatically locks and prevents any part replacements or returns from being processed.
To help provide the best possible experience, every product also comes with a risk-free home trial period at the very start. This special trial is designed so that if any part of the item feels uncomfortable or unsuitable for your home needs, a free return and full refund can be completed right away.
While it brings sadness to see you go, please know that our team is always more than willing to resolve any issue, even in complex instances like this. If you ever decide to try an Emma product again in the future, you can rest assured that we are here to support you. Just reach out, and a dedicated representative will jump straight into finding a solution.
Your time and honest insights are highly appreciated. Wishing you a truly pleasant, peaceful, and wonderful day ahead.
Warm regards,
Bryle From Emma
Do exactly as they say
Do exactly as they say. Delivery was on time and in good condition.
Unfortunately the mattress wasn’t right for me, maybe I picked the wrong one as it was a little soft for me and too high. But true to their word they offered a topper but when I requested a collection within the 200 day window, they arranged a collection, collected bang on time and refunded the full amount quickly.
Super happy with the service, just a shame the mattress wasn’t a good fit for me.
Would not hesitate to recommend to friends and family.
3 July 2026
Unprompted review
Reply from Emma Sleep UK
Hi, Gemma,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and your honesty about your experience. We're glad to hear your delivery was on time and that our team arranged your collection and full refund quickly and smoothly. While we are a bit sad to hear that the mattress itself wasn't the perfect match for you, it brings us so much joy to know that you were super happy with our customer service and that you wouldn't hesitate to recommend us to your friends and family. Your trust and support mean everything to us.
We truly want to wish you the absolute best on your journey to finding the perfect, most comfortable sleep setup for your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re always here to help.
May you and your loved ones have many peaceful, restful, and wonderful nights of sleep ahead. Take care of yourself always.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Sash,
Thank you so much for sharing your wonderful review.
Your feedback is highly appreciated, and it is truly amazing to hear about your great experience. Knowing that you are happy with the fast service and that you love the product brings a lot of joy to the team. Providing a quick, smooth journey and high-quality items is always the main goal, and your high recommendation means the world.
Thank you once again for taking the time to write such kind words and for choosing us. 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 lovely days ahead, filled with great comfort and rest.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Paul,
Thank you so much for sharing your wonderful review.
Your feedback is highly appreciated, and it is truly amazing to hear how much you are enjoying your Emma mattress. Knowing that you are getting a wonderful sleep every single night and that your purchase feels completely worth it brings a lot of joy to the team. Providing the best comfort and great value is always the main goal, and happy stories like yours are incredibly motivating.
Thank you once again for your kind words and for choosing us to be a part of your sleep journey. 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 nights of great, restful sleep and a truly bright, beautiful, and wonderful day ahead.
Warm regards,
Bryle From Emma
The worst “ investment “ I’ve ever made…
The worst “ investment “ I’ve ever made - a cheap mattress that sagged within a few months - don’t do it
7 July 2026
Unprompted review
Reply from Emma Sleep UK
Dear Marcus,
Thank you for sharing your feedback regarding your experience.
It is fully understandable how important a reliable mattress is for a good night's rest, and notice of an early sagging issue is taken very seriously. We want to say sorry for the unexpected trouble this has caused with your investment.
Every mattress is built to last, with the highest standards of comfort and durability in mind. An experience like this is never the intended outcome for any customer, which is precisely why a 10-year warranty, backup, and guarantee accompany all mattresses to safeguard your purchase.
To make things right and resolve this quickly. 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 we receive your response.
Your patience is highly appreciated, and there is a strong commitment to ensuring a positive resolution for you.
Warm regards,
Bryle From Emma
Seems good so far….
Bought the Pro mattress topper. So far I am pleased with it, getting used to the added height !
Will review again later if any change.
I suppose my only concern is they are a bit pricey - but hopefully it’ll be worth it.
3 July 2026
Reply from Emma Sleep UK
Dear Helen,
Thank you so much for taking a moment to share your wonderful feedback with us.
It is absolutely fantastic to read your kind words about your new Pro mattress topper. We are truly thrilled to hear that you are pleased with it so far and that you are enjoying the great added height it brings to your bed.
Regarding your note about the price, please rest assured that it is truly worth every single penny. A massive amount of expert research and development goes into every product to give you the best sleep possible. For example, our teams test and select high-quality, breathable foam materials that actively regulate temperature and support the alignment of your spine perfectly. This special care ensures that your body relaxes completely, making the topper a long-lasting investment in your daily health and energy.
We look forward to your next review down the road, and we hope your topper continues to bring you wonderful comfort and amazing sleep for a very long time to come. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Thank you once again for choosing Emma and for being such a wonderful part of our community. Wishing you a truly bright, beautiful, and wonderful day ahead.
Warm regards,
Bryle From Emma
Very comfortable mattress had a good…
Very comfortable mattress had a good first night's sleep on it
6 July 2026
Reply from Emma Sleep UK
Hi,
Thank you so much for taking the time to share your wonderful feedback.
We are incredibly happy to hear that you found your new mattress to be very comfortable and that you enjoyed a great first night’s sleep on it. Knowing that we could bring comfort to your bedroom right from the very start truly makes our entire team smile. We always want to make sure you have the best experience and the most restful sleep possible.
Thank you once again for choosing Emma, and we hope you continue to have many more amazing and cozy nights of sleep ahead. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help you anytime you need us.
Have a beautiful day.
Warm regards,
From Emma
The mattress itself is great beware of delivery men
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 previous mattress and also told that for my new mattress to be taken upstairs it would cost £5 cash. Unbelievable and ruined the experience for us. Ps please buy ur delivery men some deodorant! My entire bedroom stunk like oinons and sweat for an hour after they left
6 July 2026
Reply from Emma Sleep UK
Dear Sharine,
Thank you very much for taking the time to share your feedback with us.
It is wonderful to hear that the mattress itself is great and that the online ordering process was simple. Your time is highly valued, and we want to say sorry for the experience encountered during the delivery and collection process. It is completely understandable how uncomfortable it feels to deal with unexpected cash requests and a lack of care when items are brought into your home.
To help provide a quick clarification, when choosing our comfort delivery service upon check-out, it allows the mattress to be delivered directly to the room of your choice, which also includes the removal of the old mattress. However, once an order is dispatched to the courier, there is no direct visibility or control over the exact daily handling of the package or the behavior of the staff until it reaches your home. Because these courier companies operate as independent delivery partners rather than directly under our own brand, they manage their own distribution care and staff protocols. For example, specific logistics providers use their own local teams to complete the final delivery steps, which sometimes leads to inconsistencies in service quality that do not match our standards.
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 bringing this matter to light so it can be fully addressed with our delivery partners.
Wishing you a truly lovely and pleasant day ahead.
Warm regards,
Bryle From Emma
No wonder why Emma is a top choice for…
No wonder why Emma is a top choice for mattresses. Very pleased and satisfied with my purchase.
4 July 2026
Reply from Emma Sleep UK
Hi, Abdul,
Thank you so much for taking the time to share your kind review.
We are incredibly happy to hear that you are very pleased and satisfied with your purchase. Reading that you see why Emma is a top choice for mattresses truly makes our entire team smile. We always strive to give you the best quality and comfort, so knowing that you are happy with your new mattress means a lot to us.
Thank you once again for choosing us. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
We hope you continue to enjoy many wonderful nights of comfortable sleep. Have a great day ahead.
Warm regards,
Bryle From Emma
Topper which gives a good night’s sleep and rest
My husband has problems with his back and wants a firmer mattress but we do not want to replace the old one. We ordered the Emma topper (9 cm with cooling effect; medium to firm) and found it totally meets our needs. His sleep has been better right after we have the new topper. It’s been a week by now and we are very much satisfied. Delivery is also timely. The ordering process and delivery has been smooth and efficient.
4 July 2026
Reply from Emma Sleep UK
Hi, M Y,
Thank you so much for sharing your wonderful review.
We are incredibly happy to hear that the Emma topper completely meets your needs and that your husband has been getting much better sleep and rest. It is amazing to know that the cooling effect and medium-to-firm support are giving him the back comfort he needed.
We are also very glad that your ordering process went smoothly and that everything arrived right on time. Knowing you are highly satisfied after a week of using it truly makes our day. We always want to provide the best and easiest experience for you.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help. We hope you and your husband continue to enjoy great nights of sleep.
Have a wonderful day ahead.
Warm regards,
Bryle From Emma
Great service and goods fast delvery
4 July 2026
Reply from Emma Sleep UK
Hi, Cass,
Thank you so much for taking the time to share your lovely review.
We are incredibly happy to hear that you enjoyed our great service and that your goods arrived so quickly. Knowing that we hit the mark for you truly makes our day. We always strive to give you the best experience possible, so your kind words really mean a lot to our entire team.
If you ever have any questions, need any help with your items, or just want to reach out to us again in the future, please don’t hesitate to contact us. We are always right here and more than happy to help you out anytime.
Thank you once again for choosing us, and we hope you love your new goods. Have a wonderful day ahead.
Warm regards,
Bryle From Emma
Good product - Bad customer service
Ordered mattress which had discount applied. ‘Free’ pillow was automatically added to order. As soon as I ordered I realised I was being charged for the pillow. I tried to get this removed before order was dispatched. Email response time was 8 hours. I heard back after 6 days. I found on the website pillow is no longer free if any discount is applied. This was not apparent unless you searched website. I called to arrange return (before email response). Courier did not turn up to collect the return. Had to arrange again for a week later. It took 3 weeks for ‘free’ pillow to be returned and then another possible 2 to get my money back!! Not impressed!
21 June 2026
Reply from Emma Sleep UK
Dear Vicky,
Thank you for sharing your feedback and for highlighting that you found the item to be a good product.
Your time is truly appreciated, and we want to say sorry for the delayed reply to your emails. A high volume of queries has been coming in lately, and your understanding during this busy time is genuinely valued. It is completely understandable how the situation with the pillow charge and the return collection process felt lengthy and unexpected. To clarify the discount policy, exclusive promotional codes cannot be combined with other existing discounts or gift items, as stated in the terms on the website.
Upon reviewing the account records, the mattress discount code you selected was successfully applied to the order. Additionally, the full refund for the pillow has already been processed back to your original payment method. While this outcome might differ from your initial plans, following these standard guidelines ensures all accounts are handled fairly.
Please know that our customer care team is always more than willing to resolve any issue, even in complex instances like this. If you have any concerns or questions in the future, please don’t hesitate to contact support directly via phone or live chat, so you can be assisted right away.
Thank you again for your patience throughout this process, and hope you have a wonderful day ahead.
Warm regards,
Bryle From Emma
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