Emma Colchón Reviews 

Very fast delivery. Very comfortable bed. Love it!

Lamentable servicio , llevo intentando devolver el canapé roto que me
Instalaron 2 meses, penoso servicio de montaje y post venta

They took a lot longer to arrive than what we paid for for shipping. The mattresses themselves are great.

I prefer a softer pilar gives me neck aches
The mattress is 10/10 but not the pillars

It has now been 60 days since I received a stained “new” mattress. According to Emma’s response it can’t be replaced nor cleaned. After 60 days they finally replied to my email that I can return the mattress and receive a refund or a new mattress in 20 working days from sending the damaged one. It will take close to 100 days to resolve a customer complaint which is not only inconvenient but also against the EU consumer law, but I guess they don’t care. The email came from their customer service at midnight only after I sent a follow up threatening to request a charge back from my credit card provider so I am not sure what kind of establishment they are running there. Absolutely awful. Once they take your money they will do everything in their power to not give it back to you. I have zero confidence that if I send this mattress back I will ever see my refund or a replacement product.

We ordered the Canapé Gratis package for our new place in Spain. Containing Bed frame, Matras, 2 pillows and a ``protector´´.

On the 27th of September the delivery company XPO came to install our new bed from Emma Matras. Since we live in a narrow street, they had to park further away. When they installed the bed frame and the matrass, they forgot the pillows and the matras protector. Because the van was not parked nearby and they were in a rush, they asked us to sign for receipt with the promise they would bring the 2 pillows the matras protector the next day. Also we exchanged phone numbers so they could keep us posted what time they would drop by. How stupid of us to do this! They never answered our calls and we had to escalate the situation with customer service from Emma Matras. After almost 1 month of chats, emails and phone calls with both Emma Matras and XPO, speaking with over 10 people, they finally decided that we DID receive the goods. SHOCKING! as on the receipt that comes with a picture made by the delivery guys there is a photo of the final product. Guess what? without of course the missing items!! Eventhough that proves we did not receive the 2 pillows and the matras protector, it is not enough for Emma Matras and they decided to close this case.

Extremely dissapointed as this joke costed us a few 100 euros of stolen goods by the 2 shady guys from XPO.

It´s such a frustrating situation as the quality of the Matras and the bed frame are actually oustanding and with that we are actually really happy.

We would be more than happy to remove this bad review if there is just ONE person that actually cares to solve the matter.

I got a mattress and bedsheet set, mattress is extremely comfortable and the sheets feel great.

UNACCEPTABLE DELIVERY

We bought the full bed more than 1 month ago, alfet 15 days (5 more than expected) they brought only one part that wasn´t correct, 5 days later the brought the full product but was incorrect and 7 days after I just called them and they told me that the run out of pieces and they won't receive until the end of october.
DO NOT BUY!!

I sleep well on the matress, with or without Diamond topper, but for my wife the matress with Diamond topper doesn't feel optimal. She has the feeling that the topper is pushing her back too much upwards. Maybe this is due to the fact that I weigh 97 kg and she only 60 kg. Unfortunately Emma doesn't have different mattress-options for different weights.
We also would have preferred to buy 2 single mattresses of 90 x 200, but that was not possible, so we had to buy 180 x 200 plus new matress protector, new sheets.
The price of the matress was very affordable, due to 50 % discount.

Good experience in total
First we saw lots of negative comments on Instagram and here and we were scared because we ordered a full package mattress on the order confirmation page it said it would probably take 3-4 weeks, but after 6 days the delivery guy called us and told us I am coming in the next hour, and they just arrived and setup everything, clean job, but the problem is that we didn't receive any delivery email information which is not really good.

Emma original 10/10

UPDATE: they replied here to request that I write in to customer service, I did, no answer.

I have one star for the free sheets we got, those are nice. The delivery took weeks to coordinate as the delivery company told us that the company forgot parts, so that delayed it.

The mattress itself is terrible, it’s so firm. Without a topper I would wake up with body parts that had fallen asleep and a feeling of dislocation in my knees. With a topper it’s still too firm.

I was hoping it would relieve my husbands lower back pain but it made it worse. I also developed back pain from it. The first week I slept in it I developed a wicked back spasm that I needed muscle relaxers for. I would’ve returned it but the delivery was such a pain that I didn’t want to deal with it again. Also, saw some horror stories online about not being able to return easily.

Now we know why they sink so much into their marketing campaigns.

I reccomended a friend who then bought a mattress. I have been weeks asking for my 20 euro for reccomending her and they still haven't given it me. Obviously don't trust anything this company tells you!
I just received a reply... Don't apologise just give me the money you owe me!!!

Transport, data d’entrega,.. tot perfecte.

WORST CUSTOMER SERVICE

i have just a simple question. When will my order will be delivered. That's all. Already 3 days in a row (chat, email) and still no answer. Chat keeps you waiting for more then a hour. Terrible terrible service, for such an easy question.

It is very hot, very firm, not as expected by the advert.

Products are nothing to write home about but acceptable I guess. For me, with back problems (scoliosis) the mattress was no good at all, I'd come from a 100% natural latex one & will go back to another natural latex.
However, my beef is with Emma's total lack of coordination between departments & transport company. I requested return of products some 10 days ago with 24hr notification as to when the transport co. would come. Still waiting, despite loads of back & forth emails, phone calls (call centre in Uruguay???) & even posting on their site on FaceBook & being referred to the aforementioned phone nr.
It's hot, I'm furious & want the Emma products picked up & taken away so I can get a new bed that's comfortable for me.
If you're thinking about buying an Emma mattress & bed I'd recommend you try it out in a shop first since, if it doesn't work for you & you want to return it within the 100 days trial period, it will be a nightmare & raise your blood pressure for sure! I speak of the Spanish set-up, communications within whatever departments & the transport company they use, XPO, appear to be non-existent.

Efficient, professional and very quick

I wish I had read through these reviews before spending more than €1600 on a new bed with this company, as the issues we're having are very much the same as the other negative reviewers here.

Customer service is shockingly bad. It can take days to get a reply to enquiries about our order. Our order supposedly shipped on time, but then sat in the same location for weeks without moving. When pressed for an answer, which took days to get, we were told a portion of our order could not be located.

More days passed when we realized there was a sentence in an email that we'd overlooked where we were being asked if we wanted the order re-shipped. Well of course... we've been waiting for our new bed for nearly a month. From there it took 4 days to reship it.

Now going on another week and it doesn't look like anything has moved. The tracking doesn't work properly half the time and our most recent enquiry has gone unanswered for 48 hours.

Edit: I've been asking for an update on the status of our order for 5 days now. Where is it, and when might we receive it? I have not received a single reply from Emma customer support.

It has been 35 days since we ordered this bed and we have no idea where it is. Clicking on the tracking link in the emails sent to us results in a 404 error and the tracking number doesn't work on the XPO website. It's getting to the point where I am considering a chargeback on my card and I'll buy a bed elsewhere.

Edit: 39 days and still no bed. The delivery window of the 4-11 of July has passed. The tracking on the Emma site says the bed has been "on delivery" for more than a week. When I click the "track your order" link I get a 404 error. There is no tracking information in any legitimate carrier's tracking system, which leads me to believe the bed hasn't actually shipped and that the whole thing is a ruse to cover overselling and manufacturing backlogs.

To "Mario from the Emma Team": half a dozen emails to servicio at emma-mattress.es have gone unanswered in the last week and a half.

This is the absolute worst experience I have ever had trying to make a purchase online. AVOID EMMA LIKE THE PLAGUE!

Edit: 46 days and still no bed. Still "on delivery" or "travelling to the delivery center". By donkey apparently. Of course, these are nothing but lies and no bed has actually shipped or it would have been here by now.

Multiple additional emails, including a demand for an immediate refund, have gone unanswered.

Emma has the nerve to send me emails requesting reviews of my new bed and announcements of their partnership with Real Madrid. I wonder if this prestigious football club knows what kind of operation this company runs?

Edit: 61 DAYS AND STILL NO BED. 17 emails that haven't been replied to. I did get one reply about a week ago, to an email I sent a month ago, saying the bed was in transit (LoL) and that it was missing again. Really? Lost again you say? Oh, and that it is up to me to contact the shipper to find out what happened to it! The fake shipper with a fake tracking page with fake tracking info on it. Like that is going to do me any good.

I have requested a refund multiple times but those emails, along with the others I have sent, have been ignored as well.

THIS IS A SCAM COMPANY. THEY WILL TAKE YOUR MONEY AND WILL NEVER SEND YOU A BED. AVOID!