Emma Sleep US Reviews

This is hands down the worst outfit to work with. I've been trying to return my mattress for over two weeks and getting almost no help. It took me several weeks just to get them to read my emails about wanting to send it back. Finally they respond and I get a text from their pickup service saying they'll reach out within 48 hours with details. It's been over two weeks and still nothing. Actually, the pickup company told me three days ago that Emma Sleep canceled the whole pickup on January 31st. I've tried reaching out multiple times since then asking why and asking them to send someone, but they've gone radio silent like so many other people have reported. Now I have to contact my credit card company and report Emma Sleep as fraudulent, hoping I can recover my cash. Do yourself a solid and really look into this company before buying. They're a nightmare to deal with and I suspect they're struggling financially, which is probably why they're stalling on refunds when people try returning mattresses during the trial period.

This has been a total disaster from beginning to end. I'm really sorry I bought this bed. They said it was a 5 out of 10 on softness. Not only did it show up with a gash in the upper layer, but it feels super hard. It's more like a 9 out of 10 in how firm it is. Nobody responds to me through their chat and I've sent about 20 emails over two months with zero responses or callbacks. THEY ADVERTISE A TRIAL PERIOD THAT THEY COMPLETELY IGNORE. AVOID THIS COMPANY LIKE THE PLAGUE, IT'S A COMPLETE SCAM. Discover ruled in their favor when I contested the charge, so now I'm looking at going the legal route.

Like many other people who've bought from this company, once you try to return something, they basically disappear. I tested the mattress for three months and realized it wasn't the right fit for me. I made a return request in mid-December, but their actual customer support has been nonexistent. The two support emails I got back, which were two weeks apart, both asked for the same information I'd already provided, plus photos. I sent everything and heard nothing more. I'm going to have to call my credit card company to try to reverse this charge. DO NOT BUY FROM THESE PEOPLE.

I placed an order during the holiday season and by early January it still hadn't shipped. After sending around a dozen emails and trying the chat several times, I finally got word that the shipping company was waiting for address verification. It's unclear how that would happen without anyone reaching out to me directly, but eventually the package got sent out.

I ordered a mattress right after Christmas and they immediately printed a shipping label. A couple days later I looked them up online and was shocked to read all these terrible reviews that I'd somehow missed, with people sharing horror stories about their experiences. At that point, the carrier still hadn't picked up the mattress, so I tried to cancel through them and through PayPal. They sent me an email saying something like we'll try our best to cancel but it's not guaranteed. Instead of actually canceling, they shipped it out so they wouldn't have to deal with the cancellation. I don't want to get stuck dealing with this mess. I just need my money back.

When I opened my mattress, it was covered in dirt and had dirty foam coming out of it. It was disgusting. I started a return request on their website that's been waiting for over two weeks without any response. This has been the worst experience with any company I've dealt with in the US. Emma has turned this into a complete nightmare and their customer service is absolutely the worst. I really hope nobody else in this country buys from them. If anyone wants to see photos and evidence of how filthy the mattress was when it arrived, just ask me. This company made me sleep on the floor while I waited for delivery, and now I'm stuck with a destroyed mattress that's probably full of bacteria. I absolutely hate this company.

This mattress has been fantastic. I sleep on my side and stomach while my wife prefers sleeping on her back, and it works great for both of us. The cooling technology really does the job well. We're not dealing with overheating at night anymore. A few months in and there's no visible wear, sagging, or deterioration. Delivery took roughly three weeks, which matched what they told us it would be.

Got 2 mattresses but ended up needing to send them back. I filled out all my info in the return system and got a confirmation message, but that's where things stopped. When I tried calling, nobody picked up. The online chat didn't work either. I'm worried they're intentionally dragging this out so the return window closes.

Ordered two mattresses on Black Friday. One got here in early December without issues. The other one, which has its own tracking number, has been stuck in pending on the carrier's system with no delivery date showing. Trying to get help from customer service is pointless. The chat people don't answer for hours. The phone lines are closed even when they say they're open. And with email, I keep going back and forth with multiple messages where they ask me for tracking information I already gave them. You're the ones who shipped it! The tracking is right there in your records. Why are you stalling instead of actually doing something about my missing mattress? I wish I'd checked out reviews before ordering from this disaster of a company. The one mattress I did get is actually pretty good. It's unfortunate that I probably can only give it to one of my kids instead of both for the holiday. This whole thing is a waste. STAY AWAY.

Heads up! They haven't sent my mattress and won't refund my money. Looking at other review sites, this seems to be their standard approach. This company is not customer-focused at all. I'd steer clear.