Emma Mattresses - Derby

Mick Johnson

If I could give 0 stars I would.
In summary, we ordered a mattress 2 months ago, they failed to deliver on numerous days after apologies and new promises.
I decided to cancel the order and I am still waiting for a refund. They say it takes 14 days to refund our money, The alleged "support" is woeful. Protect your blood pressure and avoid Emma Mattresses.

Penny Davis

Please believe what you read on here. I have had an issue with my mattress (for the second time)! And customer services is not interested. I've sent the photos they requested 3 times and still nothing. Just no reply at all! If you call, they pass you onto another person that requests the photos, then no reply. A regular chain of events. Very strange. If you are here looking at reviewss prior to a purchase, I strongly advise to buy elsewhere.

Linda Costa

I purchased 3 Emma mattresses on January 28, 2024, expecting delivery within the promised timeframe of 7 business days. However, as of today, the mattresses have yet to arrive. Despite multiple emails to their customer service, I've only received vague responses indicating a delay without any estimated delivery date. This lack of commitment to delivery times and the absence of clear communication is disappointing. I cannot recommend Emma due to their failure to meet delivery promises and their inadequate customer support response

Andy Flynn

I can’t comment on the product, because the mattress was eventually returned because it was damaged.
But getting it returned and collected was a nightmare. This company has a 2 tier customer service, one is by phone but only if you buy their product from Emma direct, the other is through email if you buy from retail outlets like Argos.
It was done, eventually, but only after 25 emails and an intervention by Argos and their customer service ctr.
This company is an absolute disgrace, once they have your order and it’s delivered, they wash their hands of you.
We now have a Silent Night mattress with a top layer of memory foam, and as always their products and company are perfect.
I will never recommend, or use Emma as a company to be trusted or to treat their customers fairly.

Neil Roberts

Quite clearly Emma-Sleep UK do NOT look at their reviews or else they would do something. In my opinion, do not buy from them if you value being able to contact them after the sale if you have ANY ISSUE at all. I ordered in November 2023. Eventually delivered in February. Promised compensation, and then TOTALLY ignored by all the "Support Team" AND the two Co-Chief executives - even after they 'promised' to look into it, AND sent me an email asking for Feedback! Unbelievable!

laura bridle

The most appalling service I have ever received from a company. I ordered a sofa bed on 7th April, as my family had all had great experiences with their mattresses. First, my order got cancelled without me being notified. I re-ordered and then the wrong colour was delivered. Took a month for them to arrange collection, then another month to deliver the mattress part of the order, and another month later I still hadn’t received the sofa! I finally cancelled and asked for a refund on 3rd August.

There is no way to contact them by phone and emails are replied to but with a load of waffle and “we understand”, but no actual action. Even when they called me, nothing was actually done. I have cried several times over the stress this company have caused me and now been without a sofa for 4 months, which has really disrupted my family life. Avoid at all costs!

Richard Plant

AVOID THIS COMPANY AT ALL COSTS, YOU HAVE BEEN WARNED!

I had such high hopes. Delivery was only half the product, so they left me without a bed for 7 days as I'd removed my bed on the day of delivery.

The product which was finally delivered is broken, the draw runner wheels are snapped on 2 of the drawers so they do not close. Poor experience considering £1.5k spent on this item, you can get better quality products and a better service elsewhere.

EDIT 2 (21/06/2023): Following my negative review, EMMA reached out to replace the entire bottom section of the bed. I reluctantly agreed (after explaining to them that it's easier to send me some new drawer runners than sending an entire bed). They sent me the wrong half of the bed, I now have 2 top pieces of a divan bed which do not fit together properly. They have messed up the delivery 3 times now. They offered me £70 for the inconvenience of missing 2 days work, and having to transport beds up and down the stairs on three separate occasions. I have rejected this insulting proposal as there is no way they would get the delivery right (they've had 3 attempts already).

Ironically my neighbour ordered a mattress from them last week (wish I would have known, I'd have told them to avoid) but were sent 2 pillows instead of a mattress, leaving them with no bed to sleep on when they returned from holiday (I accepted the delivery whilst they were away).

Overall, this company is their own worst enemy, they have poor communication between departments, blame one another for their mistakes, and then expect the customer to be inconvenienced and pick up the pieces. Awful customer service, who are very economical with the truth.

You'd think when trying to appease a disgruntled customer that they would not further anger and inconvenience them.

db *

I bought the diamond mattress and it's turned out to be borderline acceptable. It's really quite firm, so only buy it if you want a firm, or arguably hard mattress.

Re, comments about not recieving a tax invoice, I recived one after two weeks of weeks of asking and waiting. Following this, they offered a soft layer which would take a year to arrive. The long wait time allows them to avoid the refund/return time frame. Again, be weary.