Emma Reviews 19

Would give 0 stars. Ordered a mattress, after sleeping on it a few weeks requested a return since they have a 100 day satisfaction policy. Long story short it took 2 months for them to coordinate someone to pick it up for me, since then another month or two and no refund. They told me I need to share a receipt that it was picked up but no one told me this before... Obviously it's in the garbage somewhere. Their chatbot is not connecting me to a human and they don't answer emails. So there you have it, never buy from Emma please.

We had bought a complete set, mattress cushions and a base. After a while, we decided to send the mattress back to Emma and asked if they wanted to come pick it up. They told me that they only could pick up the complete set, and this happened.

When the day came for the items to be collected, the collectors said that they were only instructed to take the mattress with them. Contacted Emma and a second pick-up order was confirmed, a man came alone who said he couldn't do it alone and left again. Then suddenly a week later a man showed up at the door again unannounced and he came to try again.
Finally, 3 men came and took everything that was left. This was 3 weeks later.

Now 2 months after this date, Emma still has not refunded our money and they no longer respond to my email.

Emma itself is a nice product, but their costomer care department is terrible.

Stay away from this company and don't buy anything here. Better go to IKEA with better customer service and fast delivery and collection service.

The worst customer service experience I ever had.
The bed is good, no questioning that. Our cover's zip got broken, so I asked for a replacement. It took them 4 months to answer, after countless attempts. By then, the mattress itself was damaged because well ... It didn't have a cover. So I asked for a replacement as well because a new mattress used for 6 months and bought for 1500 euros should be in good state. That was in April. We are in end of July, they keep telling me a transporter will come and they never do. I spend entire days waiting for our appointment, with a mattress ready to be taken in the middle of our flat, for nothing.
I can't recommend buying there. Yes the quality is good, but the customer service is inexistent and a pure torture.
At this point I will get in touch with a consumers association for help to resolve that issue.

Was supposed to have our bed delivered today between 14-20. No show. No call. No text. 🤷🏻‍♀️ where’s our bed?