Emma Sleep US Reviews

Ordered a mattress and bed frame in early February. The mattress showed up fine. The frame, though? I've called twice and both times got lied to. They said it would be about a week but it's been months at this point. I've requested my money back but honestly I doubt that'll happen. This outfit seems pretty shady. For what it's worth, when you do this kind of thing, you usually end up with a lawyer sending them a letter threatening to sue, which gets pricey. It's probably better just to avoid them altogether. The mattress itself is decent enough, but you can get the same quality or better elsewhere in that price range, and without dealing with garbage customer service.

Getting help from their customer service team is really challenging. Phone calls get cut off immediately and emails go unanswered. The website chat seems like the only way that sort of works. When I did connect with a rep, they couldn't tell me when the mattress would actually ship because they're out of stock. I've decided to cancel and shop somewhere else.

I placed an order in early November because this mattress specifically said it would ship the next day if you ordered before 1 PM. Both the product page and checkout showed this promise. When it didn't actually ship, I called support and they said their system didn't show that information. I sent them screenshots and they claimed the mattresses were out of stock but would get more in a couple days. They promised shipping on the 7th and offered 5% off as an apology. The 7th came and went with no shipment and no discount either. I reached out again and got told their shipping team was contacted and it would definitely go out that day. It didn't. Today they gave me the same canned response about telling shipping to get it out today. I asked why the website still shows next-day shipping when that's clearly false. After checking last night, they said maybe Friday. At this point I feel like I've been taken. If this doesn't ship in the next couple days, I'm filing a dispute with my bank. BUYER BE CAREFUL.

I ordered my mattress in December with a delivery date of January 3rd. We're now halfway through February and I still don't have it. When I called support today, they even laughed and told me I could just cancel if I want, but getting my money back would take two to three months. It's pretty funny that they can joke around when they're the ones breaking their promises. Emma will never get my business again. Their competitors sell mattresses just as good at half the price.

Once you purchase one of these expensive mattresses, the customer service basically vanishes. I bought a premium model that was supposed to arrive on November 9th. When that day came with no delivery update, I tried getting in touch with support. There's no phone number listed, only a form. I filled it out and got nothing back. I tried again, asking when it would arrive, included my phone number, and asked them to respond by text or phone. I even said if I didn't hear back I'd cancel and buy from someone else. No response until almost 6 PM when an automated email showed up that didn't address anything I asked about. It just said the carrier was DPD Ireland (but I'm in England) and gave me a number to track it. I tried using their tracking number but it was wrong. I found another number on my paperwork and tried calling DPD, but got an automated message saying they were closed. This company makes a big deal about how high-quality their expensive mattresses are, but once you've paid, they offer zero support. They could have easily tracked it themselves and given me real information instead of sending an automated email telling me to call the carrier myself.