Emma Sleep UK

Emma Sleep UK

23 Reviews
23 Reviews
Rating (2.4)
1 Star
2 Star
3 Star
4 Star
5 Star


Is Emma Sleep UK legit?

Emma Sleep UK has 23 reviews on 99consumer.com, with an average rating of 2.4 out of 5. This indicates that most consumers are dissatisfied with their business interactions and dealing. Therefore, caution is advised when considering purchases or engagements with the business.

How to reach Emma Sleep UK customer care?

You can contact Emma Sleep UK customer care via email at [email protected] or by calling them at

Where is Emma Sleep UK located?

Emma Sleep UK is located at address United Kingdom.

23 Reviews on Emma Sleep UK

  1. Hitchman Bethan
    3 rating

    Cheap Quality Pillows

    Jan 5, 2024

    Following reading positive reviews on the website and other platforms, I bought the chamber cushion that I read about recommended for lower back and neck. However, when I began making use of it, the time to returning it if you were not satisfied was up. I'm disappointed to say to say that it's £42 it is akin to the cheaper pillows I've bought. The next time, I think I'll need to be more mindful of how to use things right away!

  2. Abbey Atricia
    1 rating

    Concerned about Back Pain, Customer Service, and Return Process

    Dec 19, 2023

    It is Emma Premium mattress is described as medium-firm, which means the mattress could be returned, I have tried it.I am a 70-year older side sleeper who has back pain in the lower part of my. In the following two weeks I was unable to not rest on my back without pain in my back.

    If I inquired for a more supple mattress, they said to give me a second foam layer at no cost. The mattress did not help my overall experience, so I've returned my mattress. The odor of plastic in the mattress remained evident as it resurfaced. My refund confirmation was that I had to deduct VAT. However, it was rectified after I pointed this out.

  3. Martin Kurrein
    1 rating

    Unfulfilled Promises and Communication Breakdowns

    Nov 22, 2023

    My recent experience with Emma Sleep UK's customer service has been dreadful. I placed an order for a bed package on October 25, opting for Premium Delivery, and received an order acknowledgment promptly. According to their initial communication, dispatch within ten days was anticipated.

    However, on November 10, when I checked their website, it stated that the order had been dispatched, yet no tracking information was available. This lack of transparency was concerning, prompting me to contact their customer service. Unfortunately, my communication attempts were frustrating as I received only generic, 'template' email replies, providing no factual information or resolution.

    The situation escalated to the point where I repeatedly chased them for updates. To my dismay, it wasn't until November 21 that I was informed my mattress had been ordered anew. This demonstrates a severe lack of communication and a blatant disregard for the promised delivery timeframe.

    At this point, my confidence in Emma Sleep has been completely shattered. It's disheartening to realize that they can't be trusted to fulfill their commitments, and the overall customer service experience has been nothing short of appalling.

  4. Herlinda Saucedo
    1 rating

    Poor customer service

    May 23, 2023

    Poor customer service. The mattress was ordered at the end of April in ordetoure the bed would be delivered in time to move into a furnished rental. The delivery was stated to be three days, but two weeks later, no details were provided. I contacted customer support but lacked transparency regarding why the shipment was not delivered on time. If the item was not in stock, say so! So, I canceled the purchase and ordered a soft mattress for my bed, which was delivered the next day without a hitch! Despite mentioning that I'd have no place to lay my head, I got an automatized, heartless, and indifferent response.

  5. Aleika Foster
    4 rating

    Simple to purchase

    May 21, 2023

    Simple to purchase. Delivery was made as per the schedule. The mattress was removed as a prepayment for the service. The bed is of good quality but has strongly scented. It was arranged to sleep somewhere else for 24 hours in hopes that this would let the smell disappear. The mattress has been in our home for a month without an unpleasant odor. It's smaller than when it was delivered. However, it is still there. Because we've now gotten comfortable with the mattress and find it to be comfortable, it hasn't been requested a new one. The windows were open throughout the day, and we continue to do so. And Andld considers this to be the only downside.

  6. Randy Sturgeon
    1 rating

    So disappointed in the service

    May 20, 2023

    If I could only give the rating of zero, I'd. The mattress was delivered in perfect quality, but it did cause us back pain, so we decided to take it back. We were told we'd receive a response within five days to discuss the return. However, this day passed, and we were told we were posted. The company has had to pay for new mattresses, and we're in the red and are stuck with the substandard Emma mattress that is taking place in our bedroom. We are so disappointed in the service or the lack of. I hate seeing a company that sponsors programs on TV when they cannot honor the contracts they provide. Be wary of buyers.

  7. Beth Herriman
    1 rating

    Poor customer service

    Apr 25, 2023

    Do not fall for this scam of a business. The mattress was hard and stiff and certainly not breathable. I returned it within two weeks of Emma being your most trusted friend who contacted you. However, currently, I'm waiting to receive my money back from the company. They informed me that on the 6 March that I should receive this refund in 3-10 working days. Then they've entirely neglected every message I've ever read or sent in the past! They've started selling knock-offs of new mattresses (probably every mattress returned as awful) using Wowcher to get more customers to buy their beds for less! Absolutely no apology or explanation, horrible. It was necessary to make a complaint through Resolver to receive a response from them. Despite this, I'm still not getting my money back, and it's been three weeks since they said they would refund it—poor customer service. I feel like I've been robbed!

  8. Griffin Davies
    1 rating

    The terrible delivery service.

    Apr 25, 2023

    I purchased a mattress and a bed on April 3rd, with a date for delivery set for next week. However, we're still awaiting the mattress and bed, and customer support isn't able to tell us what time the goods are expected to arrive - so we aren't sure if we will get the items any time within the next few days. We'll request the refund because we're still waiting for specific information on when our goods will arrive. There's a reason everything's on sale because of the terrible delivery service.

  9. Jane Cartelli
    1 rating

    Haven't completed an order

    Apr 23, 2023

    Don't spend any cash with this firm. Their delivery times are bogus, and you'll have to wait several weeks for your package. Live chat is available only for those who haven't completed an order. However, if you've placed an order, the live chat will not be accessible, and you'll need to complete the "ticket" and wait for an email response, but there is no telephone number to call. As you can tell, I'm not the only one struggling with the Emma-Sleep system.

  10. Service Nonpaypal
    1 rating

    A terrible mattress

    Apr 10, 2023

    Initially, the mattress seemed to be comfortable, soft, and comfy. After a few months, the bed began to show some depression on it. After a while, I purchased one king in addition to a single. Both suffer from the same problem. In my letter and email to both of them, they requested me to snap pictures using buckets of paint or something comfortable to show it was. As with everyone else, I have these things in their homes. Do not recommend it! Excellent mattress initially, but a terrible mattress after six months.

  11. Sada Maciel
    5 rating

    The customer service was top-notch

    Jan 13, 2023

    The Emma Original Mattress: A Dream Come True" - I was skeptical about purchasing a foam mattress, but the Emma Original exceeded my expectations. The website made choosing the perfect mattress easy, and the customer service was top-notch. The mattress is incredibly supportive and provides a weightless feeling, especially on pressure points. Though it can get warm in bed, the 200-day money-back guarantee and excellent experience make it worth it.

  12. Jane Phillips
    1 rating

    I'm getting fed up and want to look for a different one.

    Dec 21, 2022

    I've stayed with this Emma initial pillow for three months and am in a bind. My lower neck and shoulders appear to be smashed over each morning. There is no blue layer. I have two whites and one cream. Emma said the correct way to do it and that it is based on the factory that created it. The confusion is as to the best side to sleep, and I feel the advertisement is false. Why would you show a blue layer if you don't make it blue? I've removed a layer and added a softer cushion, but it appears to be sleeping on a block. I'm getting fed up and want to look for a different one.

  13. Alice Morgan
    4 rating

    I understand the reason the Which highly rated them

    Dec 20, 2022

    I was pleasantly surprised by how easy it was to order, the speedy dispatch, and the most straightforward instructions to self-assemble, which could be done in a single session. The mattress is very comfortable. I've used it for the past month. Turn on the light and what do you know the time? What time has passed? Alright, thank you for the automobiles in this book are fine, thank you. The delivery process was excellent as well. Communication was on time, and beneficial delivery personwaswere. Overall, I understand the reason the Which highly rated them. Consumer group.

  14. Angela Smith
    5 rating

    My experience great was the helpful support

    Dec 16, 2022

    What made my experience great was the helpful support by Armina at Emma support. Without her help, I wouldn't have received our order for Christmas. She helped track the order until it was in the hands of Rhenus's home delivery. She provided support and help, unlike the rest of Emma's Sleep support team. What a star!!

  15. Lynn Jones
    1 rating

    This is the most customer-centric company I've ever had to deal with

    Dec 10, 2022

    The last date for delivery (given the time frame established) is now, and the item is still showing as "In Progress but it's not even delivered yet. However, they're still displaying the product on their website with the same delivery guarantee, so they continue to annoy the customers in every way possible. This is the most customer-centric company I've ever had to deal with. Everything is about sales on their website, getting customers in the door, and closing the door in their wake.

    1. Kate Clark

      Still waiting for order

      Sep 17, 2023

      Ordered two pillows over a month ago and have received no information on when delivery will be. When calling customer service and also emailing they give non committal replies apologising for delay but nothing more. Meanwhile their website still has offers and fast delivery times that they cannot keep. Poor.

  16. Gary browning
    1 rating

    Read all the other reviews regarding delivery

    Dec 7, 2022

    Read all the other reviews regarding delivery.EMMA is likely to be harmed because of the lack of competence of their UK delivery company: Rhenus Group. I can't say how much time I wasted trying to find a solution for anyone regarding a failed delivery. The cost of calls alone surpasses PS30. Finding another bed firm familiar with the UK is best as they have operations abroad.

  17. Megan East
    5 rating

    Very pleased with the service and professionalism

    Dec 2, 2022

    I can only say that I am highly pleased with this business. Customer service was fantastic. I worked with them simply from ordering to receiving my money back within a few days after returning the mattress with the incorrect size. Delivery was prompt, and the courier delivered the bed. It was so helpful. The messages were answered quickly. Very pleased with the service and professionalism.

  18. Masiel Baez
    2 rating

    Requesting a refund

    Aug 2, 2022

    I have spinal issues, and my husband has arthritis in his neck. Unfortunately, the bed has not helped either of us. I got an Emma premium mattress at the end of March.

    I tried the returns portal, but it didn't work ( I tried five times over three days), So I emailed. I got a reply and was told someone would be in touch.

    I emailed 12 hours later, asking why I had not had a reply. No answer. Now it is over 14 hours. I just checked. No, nothing back from Emma. I want to return the mattress and get a refund. Why is it so difficult?

  19. William Potvin
    1 rating

    Got no response

    Jul 15, 2022

    They are not able to be reached via telephone. I would like to know the delivery time because we both operate in London and we'll be able to verify that someone's at home. Why do you not have a phone number! I have completed a help form twice and got no response... I've spent PS1300 and haven't been able to contact anyone!

  20. John Matos
    5 rating

    Excellent experience

    Jul 8, 2022

    Excellent experience. The delivery was fast, only two days. I was impressed by the quality of the mattress. I'll purchase another mattress within the next couple of weeks. Highly recommended

  21. Danial Taqui
    4 rating

    The mattress is very comfortable

    Jul 1, 2022

    The mattress is very comfortable; however, after two months, there's the persistent scent of latex. The mattress cover has been cleaned and dried for several days, but the smell remains. Since this mattress is used as a spare space, it's not an issue; however it could discourage me from purchasing another.

  22. Streward Bells
    5 rating

    The most comfortable mattress

    Jun 24, 2022

    The most comfortable mattress I've purchased. Over the years, I've been up lying on my back with an ache in my back and thought it would be the same as lying in my bed. Emma's mattress suggests that adjusting to a new mattress could require some time. That's why they offer the 200-night trial. My first night on the Emma mattress was an experience. I fell asleep soundly and awoke up, just like I do sleeping on my stomach. The MASSIVE change is that the back didn't hurt as much, and it was a great feeling—a fantastic night's sleep almost every night after. I would highly suggest anyone give Emma's mattress a shot. What do you have to lose, besides perhaps a few bad nights and back discomfort

  23. Diane Armstrong
    2 rating

    Poor quality

    Jun 14, 2022

    I bought an Emma King size mattress from Lidl on the Black Friday sale.

    I noticed that my back made me feel like I was slipping out of bed.

    I didn't think much of it because I'd never used a memory foam mattress.

    When I was paying attention, I checked the bed slats and spun the mattress, not flipping it.

    My initial sleeping position is now the lower part of My wife's back.

    She also stated that she was lying down.

    The trial was flawed from the beginning. My side is a dream to sleep on; however, my wife isn't pleased.

    After contacting Emma, it turned out that the trial period is 100 days with a one-year warranty if purchased through Lidl?.

    (We provided only the limited quantity and sizes that Lidl could buy).

    I'm not suggesting for a second that they weren't in line with the norm!.

    Also, I've measured the mattress at 25cm, and at each end and side, it's 22cm.

    There's the 50% discount sale starting today, 13/6/22.

    It's being returned to Lidl for a complete reimbursement, and I'm headed on my way to John Lewis.

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About Emma Sleep UK

As you're not able to know which mattress is suitable the right one for you until you've tried it for a few minutes, you can try the 'Emma Mattress' for free at home for a period of 200 nights without any hidden charges.

United Kingdom