Robin
Easy website excellent customer care…
Easy website excellent customer care and a really good product for a good price.
Easy website excellent customer care and a really good product for a good price.
This is my experience. I purchased a pillow on October 23, enticed by their advertised 120-night trial, money-back guarantee, free delivery, and free returns—claims reiterated on both the pillow product page and in the email sent to me. However, when I requested a return and refund due to the chemical odour, they denied it, stating that the 120-night trial and money-back guarantee did not apply to toppers and pillows. After an immense exchange of emails with customer service, providing evidence, they still denied the return and refund. So, I went to small claims court and filed a dispute against them. Only then did they respond and refund me for the product. Additionally, I conducted research on the current court cases in Australia and the UK that are ongoing and now understand that they have been misleading customers for a while. I strongly would not recommend purchasing from this company
I really wish I’d read reviews of this company before ordering! I would have seen the numerous issues in many different countries. Their web and mobile versions splash “120 day trial” and “money back guarantee” so we ordered two pillows. The pillows are very very firm and when attempting to return then, Emma’s (terribly slow) customer service responded to say the trial and guarantee only applies to the mattresses, despite the offer appearing on the pages for the pillows and toppers. They sent me a link to their terms stating this (clause 28) - but the linkis not found off their website, only accessible through the link they send. Their website is thoroughly misleading, and their customer service is poor. Steer clear! We’ve had great product and service from Ecosa, I wish we’d stuck with them!
We bought a Emma Diamond Mattress Topper and have had it for around 6 months now. We wished we had kept our money. We have a relatively new bed and it is too firm for my husband and I, so we thought a mattress topper would soften it. After reading many reviews on the Emma toppers, we decided to buy one. It was terrible. It has done nothing to soften the mattress, I would say it is just as firm as if not worse. We are constantly waking up sore. I would not recommend buying it unless you love a firm bed.
Unfortunately really disappointed, we purchased an Emma mattress without seeing one nor trying it as the reviews were so good. We find the mattress far too firm and probably the most uncomfortable mattress I’ve ever had, we had to buy a mattress topper in the end to make it a bit squishier, such a shame but don’t believe all the hype about Emma mattresses if you like them soft!
My fave mattress!
This company has great customer care, and I just love my matress. I used to have shoulder and hip pain at night, not now! The support is perfect and the lack of pressure points, I believe, that come from metal springs, no matter how much padding is on top of them, is a thing of the past. I used to dread bedtime, now I look forward to it.
Trying to get a refund. Very slow response. Refund won't be issued until mattress is collected. Been waiting weeks for collection.
If your read the correspondence you can clearly see the emails from your support staff where very confusing. Bought a bed topper, and not as comfy as advertised. Doesn’t support and not helping ease achy back. I contacted the customer support team, who did reply really quickly, but it was very confusing. Made me think they were going to allow a return and refund, but then after going back and forward was told that it was not possible. Wasn’t sure what was going on, had to reply to them a couple of times just to clarify. Pretty disappointed to be honest.
Customer Service - I had email confirmation for the delivery of 4 beds to be held back to a date for delivery. It didn't happen, had they simply said sorry we made a mistake and we'll get it to you in 2 days that would've been better than hiding that information. In the end I got the story from the freight company. The frustration came with Emma not responding and not having a phone number to call them on. Separate to that the instruction book works ok for large beds but is challenging for single beds. On the product side the mattresses are good, not much difference if any to my last purchase in this category with another supplier. The bed on the other hand, I would not recommend and not worth the discounted price paid.
I recommend you DO NOT PURCHASE from this firm. If you don’t want to read my whole story, definitely don’t buy a mattress topper - they are non refundable - but good luck noticing that on their misleading website. The website is very misleading. I ordered the King size Diamond Mattress Topper which retails for $878. At the top of every single page, including the mattress topper page, it says 120 night trial. You can’t click on this for further details. In the email I received upon ordering, it said to make sure I kept the plastic packaging in case of returns, implying my order could be returned. After the first night, I found the topper to be very firm and uncomfortable. I know they like you to try it for a few weeks before making a decision and I am happy to do so, perhaps we will adjust to it. But I thought I’d jump on the website to see how the returns process works, just in case. I chatted (typing) to a friendly helpful customer rep called Paolo who initially offered me a 2cm layer to try free of charge to make it softer. If I wasn’t happy with this, I could return both items for free. I agreed to this. Then he backtracked once he realised it was a topper I was returning, not a mattress (even though I gave him my order number right from the start). Not only was this offer of an extra layer withdrawn, but I was told that for “hygiene reasons” the toppers were not covered by the 120 night trial. This makes no sense as mattresses are subject to the same hygiene conditions but they are returnable; the products are donated to charity; lots of people buy second hand mattresses; and we actually have a mattress protector and an electric blanket on top of the mattress topper. I would never have purchased an $878 mattress topper sight unseen that I could not trial. Of course, it probably never costs that amount as they seem to be permanently on 50% off sale. We were researching for a couple of nights before making a decision when suddenly the “End of the financial year sale” had 12 hours to go - we bought it. Today, the sale still has “only'' 12 hours to go - again quite misleading. So I went back to have a look at this misleading website and the ONLY place I could find that tells you that toppers are not covered by the 120 night trial is under FAQs. It is the very last line of the question “How does the 120 night trial work?”. I asked if I could speak to someone and got a call back from a woman called Winter on (09) 801 6593. She told me to “dispose of” the mattress topper and once I had provided evidence of this (photo of brand tags removed and a photo of the topper in the bin or a receipt from a charity shop) she would then refund me. I asked her to email me so I’d have this in writing. She replied with an email saying, sorry for the mix up, they don’t do refunds on mattress toppers. I have lodged a complaint with the Commerce Commission website. They have email and a phone number! Their website says “The consumer laws we enforce include: Fair Trading Act which prohibits false and misleading behaviour by businesses. ” I would argue this is definitely false and misleading behaviour. The more complaints they get, the more likely they are to follow up. Edit: regarding the reply from Emma Sleep, the last email from customer service rep, "Winter" said: "We'll raised this one to our relevant team for us to check this and might change and update the policy in the future. But as of now, we don't have the option to process return and refund." So that doesn't fill me with hope. I have also referred this company to the Advertising Standards Authority.
mattress was way to hard(supposed to be medium), we contacted them to return it, the initial contact was made saying a 3rd party charity would contact us for collection and a refund would be issued, now we have no 3rd party contact or response from emails. Use PayPal or buy else where, there are so many mattress options it’s just not worth the risk In with them. So my refund has showed up, only took a week of solid pestering and emails and another week to get it actioned I sent emails every day to a lot of their global help lines, and messages on linkdin, my advice still stands, use paypal at least they will handle the refund side if you need to go down that path. less stress less hassle
Over a month since I was told your charity partner would arrange collection and no-one has contacted me. Emails sent to support@emma are ignored and I'm left feeling like I've been conned. EDIT: The response from Emma-Sleep is another con. I wasn't contacted by anyone and the reply they posted is again just a generic "fob-off" used many times before. Now that I've done some more research globally, they have a terrible reputation in every country (all 26) that the operate in. I've filed in the small claims court and would advise others to do that same. If Emma-Sleep want to actually engage - now's the time to redeem yourselves - will they?
So I’ve order a mattress just a few days ago. No contact so far, no information on “5-7” day delivery . I’m not 100% convinced this company is real and these reviews are not helping convince me of that..I do regret not doing more research. I should have just gone back to Napp, have had a great experience with them in the past. I just want to point out. It seems so far a few people are squealing they have been ripped off. This is a NZ limited company. No need to sit down and wait for customer service to “escalate the issue”. Get their information for the companies register and lodge a dispute. For now, I’ll wait and see if a mattress turns up in the next 5 days.
I've tried every configuration and finding the pillow uncomfortable. I have had 3 Tempur pillows in the past and they have been fabulous. We have Ecosa pillows and mattress on another bed and they also work well. This Emma one does not sink to suit your neck and feels too solid, either pushing back or in other configurations it's too low. Unlike Ecosa they do not offer a guarantee that you love it or your money back, citing it is for sanitary reasons, but they do for their mattresses. I find this improbable, bodies vs head/face? People have sex on mattresses, fart and sweat. We use covers and protectors on the pillows as well as mattresses. They don't stand by their product, it's been a waste of money. We'll definitely be going back to their superior in every way competitors. This review was left after contacting their customer service where they told me that there was nothing they would do.
Despite website still saying fast and free delivery, this is not the case! After waiting 8 days I eventually got a response to say it would be at least another week ! Claim this is due to weather issues but they still choose to not mention this when taking payment. Very unhappy as I needed this urgently. Updated information. Mattress arrived on the 10th day after ordering. By luck I was in as I had no notice of delivery and was not expecting it for another 6 days as per information from customer services. We are now trying it out and so far it seems fine but takes a bit of getting used to as much firmer than I had expected. Slightly unsettled two nights but no aches or pains so happy with it so far
Mattresses are great value for money.
I wouldn’t recommend this company at all. They advertise that in Auckland metro your mattress will be delivered within 3 days. It has now been 12 days and they can’t even get a response from their ‘carrier’ to give me an update. I would understand if there was good transparency/communication e.g we’re having to ship more into the country, this is the ETA.
Amazing product , quick and easy delivery
Very good mattress. It changed my sleeping experience from back and hip pain to waking up pain free! Love it. Thanks you