Emma Sleep UK
Reviews and Complaints

Ordered a cooling mattress from Emma after hearing such great reviews from family members. Order placed 16th Oct 2023, estimated dispatch date 20th Oct. All going well , 20th comes and go as does 21st, 22nd etc, you get the picture!

I then hunt got a contact number to give them a ring, unable to find one anywhere.

Spend hours on a live chat, to be told that customer services can only email the warehouse, they haven’t even got a phone in the warehouse!.

sadly after 2 weeks of being told they haven’t heard back from the warehouse I cancelled the order and went to IKEA. Not what I wanted to do, as I heard such great things about their mattresses.

I placed an order on the 24th November and the delivery date was between 3-5 days. I am to this date still waiting on my delivery. Every email from them gives the same answer but still I am waiting. They have taken my money and I have received nothing.

I have emailed on numerous occasions and I'm still waiting for a specific date.

I contact their carrier too and they are awaiting the mattress for delivery.

I want to return their mattress which is unsuitable for my needs however no one is answering my emails to arrange collection. There is no uk telephone number or live chat. The mattress is currently in my living room which is inconvenient so I would like it returned and my money refunded.

I have ordered a different mattress from them which is a better purchase but need my refund to pay my credit card bill for it

I purchased an Emma NextGen premium mattress King size mattress on the 20th Oct 2023 and immediately requested delayed dispatch for the 2nd of November. I received confirmation via email that it dispatch has been delayed till the 2nd of November.

I informed them that i needed the mattress dispatched after the 2nd of November has i only take occupancy of my property on the 2nd of November. They confirmed this will happen.

Today the 24th of October I received a confirmation email from Emma stating my mattress has been delivered. It was delivered to an address that i do not yet own or occupy as they failed to delay the dispatch.

I have tried contacting emma and they have not responded, i have tried email and chat but their chat is not available.

I ordered a premium mattress on 06/09/2023 with a dispatch date if between 13th-20th September. It did not arrive and after 5 nights of sleeping on a couch with disabilities, they have stated they can not give me a delivery date as they have “unexpected” delivery issues. This a downright lie. Customers who ordered on the 1sr September were also told the the same thing, so they took my money, deliberately put a delivery date they knew they could not meet and almost 3 weeks later they still can’t tell me when my mattress will be here which is affecting my physical and mental health. I see they are being investigated by the Consumer and Marketing Authorities- they have a phone line and and a press number so unless I get a dispatch today they are my next port of call.