Emmasleep Bewertungen 79

Ordered the mattress on 26 Dec, paid via three PayPal instalments, with an estimated delivery date of 29.12.23-4.1.24. By Jan 9th and no delivery I rang Emma three times only for the call to ring out each time with no acknowledgment whatsoever, not even a recorded message. On the fourth attempt instead of choosing 'option 1' for existing customer I chose 'option 2' for a new customer and someone answered immediately! When they realised that I wanted to cancel they said they would have to transfer my call and the line went dead! After much googling I eventually found their email address, which predictably I couldn't find on their website and I got an email saying the order was cancelled and a refund would take 3-10 working days. The only thing that happened during that period was that the second PayPal instalment was taken! I then became involved in a game of email tennis, with my 'personal customer care advisor' who basically kept patronisingly telling me to calm down the refund would be processed soon. Also be warned, as in the meantime I contacted PayPal regarding the two paid instalments and the remaining final payment, to be told there was nothing they could do!

To cut a very long story short, after quoting the relevant sections of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and threatening them with legal action I eventually received my refund on Feb 6, 23 'working days' after my request, which going by other reviews here was good by Emma's standards but still very annoying and I think only occurred as a result of the threat of legal action.

To concur with many of the reviews here, their customer service is absolutely shocking and I would strongly recommend you don’t buy from this company.

A good few years ago we bought an Emma mattress with no problem so thought we’d do it again. That was our first mistake!
Ordering the mattress in November and paying for it we’re no problem! Getting it was however! We emailed, we phoned, we text, we used social media but by New Year we still had no mattress and they still had our money!! Their customer service is absolutely shocking. One woman actually laughed at my husband when he said “ so you can’t even give me an idea of a delivery date “ ( after 8 weeks)! We finally managed to get our money back after 3 MONTHS!!
I would strongly recommend you don’t buy from this company.

Delivered a mattress that reeks of damp. Over 2 months in of trying to get a refund. Each contact I make ends with a promise, then when nothing happens I start again. Each call I make is like the first. No record of any conversation. Do not buy from this company.

I ordered a bed and a mattress back at the start of November. At the time of placing the order I was told it would take maximum 2 weeks to come with an expected delivery window. It's been 3 months and I still have not received my order and customer service has been abysmal. All you receive is generic emails with no real answer or update provided. They still have this product advertised as a 5-10 delivery turnaround, DO NOT TRUST THIS.

They need to not falsely advertise on their website giving unrealistic expected delivery dates that they clearly cannot fulfill. And their customer service needs to improve, providing tailored updates, not generic emails. They should also provide a number to call which they do not currently.

I have ordered from this company before and had no issues a few years ago, suffice to say I am disappointed, out of patience and will not be recommending this company to anyone.

After waiting well over a mo th for delivery decided that the mattress was too soft. Arranged return no issue but refund! Still waiting three weeks later! Have contacted them 3 times only to be fobbed off. Was told it would take 3-10 working days even though their website states 24-48 hours for PayPal refunds. Stay away and pay the extra for a Simba mattress.

OK for the first couple of years or so but don’t expect it to last long. My wife and I now sleep in our own individual valleys with a mountain range between us. After all the hype I expected it to last longer.

In response to your reply I bought my mattress I’d guess between 4 and 5 years ago. I don’t still have the paperwork. Obviously I can provide you with full name and address if you provide me with some method of contacting you.

100% would give 0 stars if i could

Ordered a bed and mattress bundle in a black friday sale !! Oooh! £1562.72 down from £4500 order placed 22nd November

Fast forward 3 weeks no delivery has been made same bundle on their website now £1119 over £400 cheaper that what i paid in the sale asked for a refund of the difference was told no that wont happen have asked on multiple occasions when will my order be delivered told i just need to wait

Now in jan have asked to cancel have been told my orders cancelled by online chat agent but email agent said no you need to wait and refuse delivery which i could be waiting months for

Have asked to cancel 5 times now told different things customer service dont care they scam you ignore you and take you for a ride mug you right off

Check the comments on facebook of any post you will see how they have mugged off half of Britain by now

order ref 0006-C8RS9W just incase there is a competent employee in emma that can actually do a job - just want to cancel and get my money back

DO NOT BUY FROM THESE COWBOYS STAY CLEAR

Avoid these guys. Website says you can select delivery date AFTER paying...which you cant. They don't answer their phones and chatbot is useless. Refers to a contact form which is non exitent. They clearly spend all their $$ on advertising and zero on customer experience. Simbas is just better all round.

I have purchased a mattress from them during the Black Friday. The delivery came almost one month late, after losing all the hope in them. Me and my wife missed multiple days from work to wait for this delivery, with the money lost almost doubling the price of the matress. We were being informed almost daily that the matress will be delivered the following day, with nothing happening. Their customer service is a complete waste of time and something we didn't know when we wanted to start a claim in the County Court against them is that Emma Sleep UK is a German company operating under a .co.uk website and e-mail address. If we would have know about all the reviews about them we would have avoided them. Based on the experience we had with them so far, I doubt any of the warranties they are saying will be honoured in any way. If you can find a similar product from a company already established in UK I am advising you to do so to avoid a very big and expensive disappointment. I can't say anyhting about the matress, I would send it back back but I have concerns I will remain without it and without the money paid for it already.

Disgusting company to deal with no matress 4 months waiting go with a simba or eve a proper company this is the worst company copy and paste responses no customer service wouldn't be surprised if not under investigations soon with trading standards or watchdog.

Do not buy anything from this company!

I’m still waiting for a bed and mattress that is now several weeks overdue. Their customer service is appalling. The customer support e-Mail appears to be run by some sort of chat bot which gives out conflicting information.

There is a phone number for a “help line”. It isn’t easy to get hold of and isn’t worth the effort in doing so because no one actually answers the phone. It’s just the usual “an advisor will be with you shortly” recorded message, followed by 8 minutes of irritating generic music, followed by another recorded message stating that all advisors are busy, and then it cuts you off!

Fortunately I paid by credit card so if all else fails I will get my money back from the bank, but do yourselves a favour and avoid all the hassle on the first place.

Zero. Zero. Zero stars. Took my money, told me the mattress was delivered - it wasn’t. Then told me it’s in the warehouse - it’s not. Fobbed off by a crummy AI bot to every response. No human intervention possible. I just want my money back. Awful awful awful service

ZERO STARS! Do not buy from this company they have no intention of delivering your mattress, I have no hope of getting a refund as the communication is so poor! Absolute joke and these so called influencers who give out false and misleading information and discount codes, do your research on the company that you are taking from! I hope your all sleeping comfortably on your gifted mattresses!

Mattress not very comfortable and Customer Service has been terrible to deal with. I tried returning my mattress in Ireland but agreed to be sent a free topper instead. Then they just kept replying with what seems to be an automated email and would ignore my responses.

I had to get on to uk support who said my topper order was processed but is still not out for delivery 3 weeks later. Uk support then told me that Irish support confirmed receiving my emails, but for some reason they’re deciding not to reply. Now uk support won’t help me either.

Wouldn’t bother ordering as their free returns policy is impossible to use

After a 6-week wait for my sofa bed (one bed + two mattresses), only one mattress arrived. Unfortunately Emma Sleep don't have a phone number so I was forced to talk to a malfunctioning chatbot which failed to connect me to a live agent twice. When I did manage to chat to a real person, they said that due to "logistical" difficulties the order would have to be "recreated". It turns out that means I need to wait another 5 weeks (at least) as the order will only be dispatched in January at the earliest. This was all said as if it was just a matter of course. When I said I was unhappy the agent said I had been "prioritised" and gave me obviously copied-and-pasted phrases of apology that meant absolutely nothing.

So after having wasted over an hour of my time trying to get a sensible reply from this company, I find myself back to square one - having to wait several weeks for a delivery and with not even an estimated delivery date.

In the meantime I have no sofa bed for my new house and my request for compensation has been refused.

However good the products are, they are not worth putting yourself through this awful customer service.

The duvet is very comfortable and light, we use it for winter only. We bought it less than 1 year ago and already it is falling apart! The stitching on one side has started to come away.
When I notified Emma of this they told me that they DO NOT GUARENTEE their duvets!!
But if I would like to buy a new one...ha! They must be kidding! NEVER will I buy anything from then again!!

Save yourself the hassle- awful awful awful.
Really awful, dispatch time changed over night to 4-6 weeks (was meant to be 1-2), then when I enquired about it via email, I received an email saying my whole order had been cancelled. Really dreadful customer service. No matter how good the mattress may have been (if we had got it) I would never ever deal with this company again! Save yourself the hassle.

After some 60 emails back and forth during one month to Emma-Sleep and trying to get our faulty king size mattress changed, they eventually replaced it, but it was a fight to say the least. The CEO still hasn't responded to my Formal Complaint, rather he sent the email back down the line to a Manager with whom I had already argued, and he in turn answered me again with 'we are going round in circles', but we wouldn't be if the CEO had answered me and the goodwill gesture extended. Be warned if you buy a king size mattress, or any other Emma-Sleep mattress I suspect, you need to be a builder, weigh lifter and photographer when things go wrong! Why? Because when the 2 year old mattress develops a lump in the middle as ours did, along with it walking on the divan base requiring you to shove it back every two or three days with your knees, they send you an instruction sheet on how to 'prove to them' that the mattress really is faulty. The instruction sheet, which I still have a copy of says put two heavy weights on either side of the bed, photograph it from the bottom and/or place a builders level from the highest point to the lowest to prove the 'lump' in the middle. My wife and I are both disabled so the idea of carrying such weights (even if we had them) upstairs is completely out of the question, so what a stupid and totally impractical way to determine fault! Cut a long story short they eventually replaced the mattress without their requested proof. The gesture of goodwill that I asked for due to the amount of hassle and number of emails it created was a way for Emma-Sleep to say sorry. In fact they agreed to send us two pillows foc that are heavily overpriced at £50 each normally and probably made out of 'offcuts' from the mattresses, but believe me they are so hard and high that our necks/shoulders were aching after ten minutes or so and we had to disgard them. They would make good kneeling pads if you have to work on your car outside on the concrete! As stated the mattress also 'walks' on our divan base so I asked for a king size divan base at cost price. When it was clear they didn't want to entertain that either, I offered to pay £250.00 towards it (sale price was £500.00) and thus settle our complaint against Emma-Sleep but still they don't want to know, and this is a Company that had a 2022 turnover of some 900 million Euro's. It's not hard to see how the money racks up when you look at the cost of their products, but if the products are good you don't mind paying, providing you get the service to go with it, we didn't! We still need a Divan Base (the Manager says our Divan Base is not compatible) and so it begs the question do they warn shoppers that the mattress will walk, unless it's compatible, or one of their own divans? Answer no, because the same manager said in an email that they have never had a similar complaint where the mattress walks. I don't believe you! Emma-Sleep are a lousy company to deal with so if you are considering purchasing anything from them, please make sure you research it first, or just take notice of this review and you will go elsewhere.

The CEO isn't interested in me now that he has my money for the initial mattress, he doesn't even have the courtesy to answer the charges here on TrustPilot so what does that tell you? Be warned people DON'T BUY ANYTHING FROM EMMA-SLEEP or you may well regret it! If you're still not convinced, remember also that should you not heed my warning herein then you need to be a builder, photograher and weightlifter as a minimum when things go wrong as they did with me. I say again DON'T TRUST THEM, DON'T BUY ANYTHING FROM THEM.