Emma Sleep US Reviews 32

I purchased an Emma original Mattress for my home. I slept on the bed for only 30 days and the mattress totally collapsed in the middle. Emma talks about their 10 year warranty but try to collect. I spent two weeks jumping through hoops with their warranty department. For every photo , which showed clear evidence that the bed had broken down, they kept asking for a different angle, or something else. Finally I gave up. I hope that the Better Business Bureau can help me because I just wasted a whole lot of money.

Bought a duvet from Emma and we received one that was already ripped in many places. I had to take the time to exchange it, which was already a frustrating experience, but was able to do so with little issue. One year later and our duvet cover is again ripping in many places. Since it is under a two-year warranty, I contacted costumer service to receive a replacement. At this point they decided to inform me that they never received the original duvet cover that I had sent back and because of that I could not benefit from the warranty. Do not order from this company unless you want poorly made items and frustration with unhelpful customer service!

The interview process is terrible with this company, don't even waste your time applying. The interviewers aks questions as if you applied as a CEO and get really impatient, almost instantly.

Guys, there are chances getting wrong shipment ..
we got small size mattress inspite of ordering king size for 17k order id 475586
We ordered 84x72
We got 84x48
So be careful while ordering Emma mattress

I received a damaged mattress from Emma US and after more than a month, I still don’t have a proper solution. Customer service is slow, unhelpful, and even tries to make the customer handle disposal or donation of defective products.

This experience is completely unacceptable, and I strongly recommend avoiding this company until they fix their quality control and after-sales support.

Emma Sleep offers a 365 day return policy. But at this point I am legitimately questioning if the company might be a scam. I handed in a request for return in early May, prompting an automated email and since then I have not heard back at all. The support chat does not work, you cannot reach them via telephone and they did not get back to my follow up emails. Nothing. As I am moving houses and do not want to move the mattress - it is very heavy - this is a real annoyance at this point

I placed an order with Emma on April 21st. The mattress was never delivered — tracking showed it was returned to the warehouse. I was never contacted by the delivery company (GLS), and Emma has yet to take responsibility.

Over a month later, I’ve spent hours trying to resolve this through chatbots, scripted replies, and repeated promises that “someone will email me.” I’ve received no refund, no reshipment, and no meaningful resolution — only deflections.

Customer service keeps pushing me to contact GLS, but I didn’t hire GLS — I purchased from Emma, and it is their legal obligation to ensure delivery or refund.

I’ve now escalated the case and am prepared to file a formal complaint with EU consumer protection bodies if I don’t receive a resolution within 48 hours. This experience has been stressful, frustrating, and unacceptable — I strongly advise others to be cautious.

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Hice un pedido a Emma el 21 de abril. El colchón nunca fue entregado; el seguimiento indicaba que fue devuelto al almacén. En ningún momento me contactó la empresa de reparto (GLS), y Emma no ha asumido ninguna responsabilidad.

Más de un mes después, he pasado horas tratando de resolver esto por chats automáticos, respuestas genéricas y promesas vacías de que “alguien me escribirá por correo”. A día de hoy, no he recibido ni el producto ni el reembolso, y sigo sin solución real.

El servicio de atención al cliente me insiste en que contacte con GLS, pero yo no contraté con GLS — hice la compra a través de Emma, y legalmente es su obligación garantizar la entrega o el reembolso.

He escalado el caso y estoy preparado para presentar una reclamación formal ante organismos de protección al consumidor de la UE si no recibo una solución en 48 horas. Esta experiencia ha sido estresante, frustrante e inaceptable. Recomiendo extremar la precaución antes de comprar.

We ordered a bed from them several days ago and they have yet to update our order at all! Mind you they say delivery within 2-5 days. I have tried getting in contact with someone several times through phone, email and chat and can’t get ahold of anyone. I want to cancel my order and receive a refund cause they are a complete scam. I will be filling a complaint to bbb

Fantastic product and a real value for the money. This is my second mattress I've purchased from Emma. I'm a real fan.

I have ordered a mattress. They have my money. I don’t have the mattress. No response from chat, email or by phone (which no longer works despite being listed).

These guys are terrible. Simple.

Worst company to deal with period. I've been trying to return my mattress for over two weeks now with little to no help at all. First or took me several weeks just to get them to respond to my emails about wanting to return the mattress. Then they finally respond and get a text from the company they use to pick up the mattress saying they will contact me within 48 hours with my pick up details. Is been over two weeks now and they have not given me any pick up details. In fact the pick up company told me three days ago that Emma Sleep canceled the pick up on 01/31/25! I've tried multiple times since then to get Emma Sleep to tell me why this happened and to send someone out to get the mattress. They have gone silent like many others have said. I am now forced to contact my credit card company and report Emma Sleep as a fraudulent company and hope that I can get my money back. I beg you please do your research and don't buy one of these mattresses. This company is horrible to deal with and I imagine they are probably going out of buissnes which is why they are trying to drag their feet in giving people there refunds when they try to return their mattress during the trial period. DON'T BUY ONE OF THESE MATTRESSES PLEASE!

An absolute nightmare from start to finish!!
I regret buying this mattress so much. they claimed it was a 5/10 on the softness scale. not only did it arrive damaged (with a slice in the top layer) but it feels like a plank. its a 9/10 on the firmness scale.
No one gets back to me via chat and I've sent literally 20 Emails over the last 2 months and NO ONE HAS RETURNED MY EMAILS OR ANSWERED THE PHONE.
THEY OFFER A TRIAL PERIOD THAT THEY DO NOT HONOR.
STEER CLEAR OF THIS COMPANY, ITS A TOTAL SCAM!!!!!!! Discover sided with this company on a chargeback dispute so my next plan of action is to look into legal action.

Like other customers of Emma-Sleep, when it comes to returning my mattress, the company is virtually silent on standing behind their return policy. I gave the mattress a 3 month trial period and found it wasn't for me. I initiated a claim on 12/16/24 and have not had any meaningful customer support on this issue. The two email responses I have received from support (2 weeks apart) both asked for the same order information, including pictures of the mattress. I complied and have heard nothing since. I apparently will have to contact my credit card company to try to claw back my refund.
DO NOT DO BUSINESS WITH THIS COMPANY!

Ordered on the 12/25 and on 01/03 still no dispatch notice.

Update 07/01/25 - after a dozen emails and live chat attempts I was finally told my delivery was being withheld because the third-party courier needed to confirm my address.

I don't know how Emma-Sleep imagines this could have happened without contacting me, but the item has now been dispatched.

Ordered a mattress from them on 12/28 and they instantly created a shipping label. On 12/30 I searched them up and was horrified to see all the negative reviews that I missed and nightmares people have gone through. At this point FedEx still didn’t have access to the mattress so I contacted them and PayPal for a cancellation and got an email from them stating “we notice you’re order already has a tracking number , we will do our best to cancel but it’s not 100%” instead of cancelling they send out the mattress so they don’t have to cancel. I don’t want to have to deal with this bs I just want my money back.

After sending my mattress, when I opened it, I could see it was fully covered in dirt and with dirty foam going out of the mattress. It was a mess. I created a returning request in their website that has been pending for 15 DAYS. Without any answer RMA: 5485082

I just want to cry because from all services I have had in the whole United States, Emma has been giving me a terrible nightmare and the worse customer service.

I HOPE no one in the Whole United States buy any mattress from this ridiculous company. If anyone wants proof and photos of how my mattress was delivered, just let me know.

Seriously, besides making me sleep on the floor for days waiting for it to arrive, now I have to stay with a mattress that was destroyed and is probably full of bacteria and dirty stuff.

I HATE YOU EMMA

The mattress is really great. I'm a side & stomach sleeper, and my girlfriend is a back sleeper. The mattress is very comfy for both of us. The cooling feature seems to work very well. We don't sleep warm anymore. We've had the mattress a few months now and we haven't noticed any wear or sinking or anything. Our order took about 3 weeks to deliver, which is about what we were told.

Ordered 2 mattresses but need to return. Completed details in return portal and received a confirmation email but nothing else. Tried to contact by phone no response. Also tried online chat but that was unsuccessful too. Concerned they are leaving it so it runs out of time to return after trial

Update: After 2 months Emma has finally delivered my divan. Somehow I got through to someone in Customer Services who actually made a difference and my bed was delivered a few days later The product is good it’s a real shame that you have to go through hassle described in my original review below as I’ve been happy with the products

Original View

I ordered a super king divan from Emma on the 23rd March 24. The estimated delivery dates were provided as a two week delivery timescale. Once these dates passed I called customer support to ask when I should expect delivery. They said that they would follow up with the warehouse for me and that evening a new status appeared on the Emma order tracking site saying that my bed was being dispatched. This seemed a bit suspicious as the courier company hadn’t collected the goods. Sure enough, a few days later the consigner (Emma) cancels the delivery order and the tracking site is now updated to say that the courier is sending back my goods to Emma as they were going to send the two halves of my divan bed separately and they now thought it would be a good idea to send as one shipment! This is blatantly a lie as the consignment never got to the Delivery organisation as was made clear on their tracking website. During this time calls to Customer Service were useless. They are never able to tell you anything other than there is a an issue in the warehouse. They can’t explain what the issue is or when your goods will be dispatched or delivered. I’ve used the email support request - which was even worse than talking to customer support. I’ve asked to escalate the issue which was agreed and I was told someone would get back to me 1 or 2 days later. Obviously, they haven’t got back to me yet. Emma quite evidently has problems with its supply chain. If you look at the responses from Emma on Trust Pilot for all the people that have this type of problem its the same in every case. That it’s beyond our control. Only God knows what’s happening in that Emma Organisation but it’s clearly an operational mess. Over 8 weeks after placing my order nobody from Emma can tell me anything and I believe that is unacceptable. I will continue to update this review so that hopefully I can document a good response from Emma. So Emma - if you’ve read this review of your business - what do you think I should title this review? Maybe don’t buy from Emma - Well I’ve already bought a mattress from you and the product was good - although again it turned up late. I’m going to let the great British public decide and title this Read this before buying from Emma. If they believe they can put up with the dire customer service, a failing supply chain, poor warehouse management then one day you may get a good product but remember patience is a virtue.
Emma - I would love you to contact me to discuss my experience properly

Placed an order during Black Friday weekend for two mattresses. One arrived on dec 2. The other, with a different fedex tracking number has been in “pending” status on the fedex website with no delivery date.
Emma customer service is a joke. Chat agents “won’t respond for hours”. The phone center is closed even during its listed office hours. And the email option…multiple back and forth emails over many days where they keep asking me for tracking info. Hello! You shipped it. It’s available on the fedex website with the tracking numbers you provided. Why do you keep delaying going something about the missing mattress? Wish I’d read the reviews on trustpilot prior to ordering from this absolute mess of a company. The mattress I got was good. But it’s awesome that I probably can only give it to one of my kids and not the other for Christmas. Thanks for nothing! STAY AWAY FROM EMMA