Really good products, I was a customer back in Brasil before moving here. Next one is a mattress as soon somo discounts are available.
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See what reviewers are saying
Already for the second time Emma is not keeping the promised delivery time (3-5 days) they announce on their website when buying. Afterwards I received an order confirmation that states a delivery tim... See more
Company replied
The topper is very nice, firm and definitely recommend but only issue is we feel very warm during sleep, may be our body temperature is trapped from bedsheet and topper, we need to think about altern... See more
Company replied
The mattress is awesome. Our sleeping quality has been improved dramatically. It is a life changing experience. The one negative point was the delivery. I asked him to take off his shoes when he... See more
Company replied
Company details
Written by the company
Unsere Mission bei Emma – The Sleep Company ist ganz einfach: Menschen dabei zu helfen, durch unsere Produkte eine erholsame Nacht und einen erholten Morgen zu genießen. Wir bieten Dir mithilfe unserer Produkte (bspw. unseren Kissen, Betten, Topper und Matratzen) und dem wissenschaftlichen Engagement unserer Schlafexpert*innen Deine optimale Schlafqualität.
Unser Schlafversprechen
Written by the company
- Bis zu 10 Jahre Garantie
- Wir sind so überzeugt von der Qualität unserer Produkte, dass wir Dir extra Garantie on top geben. Die individuellen Garantien auf unsere Produkte kannst Du in unseren AGB nachlesen.
- Bis zu 100 Nächte Probeschlafen
- Bestell ganz einfach Deine optimalen Schlafprodukte bei uns und probiere sie bis zu 100 Nächte in Deinen eigenen vier Wänden aus.
- Kostenlose Lieferung & Rücksendung
- Unsere Emma ist nicht das richtige Produkt für Dich? Kein Problem! Ganz ohne Widerworte oder Zurückrollen in den Karton holen wir sie kostenlos wieder bei Dir ab.
Über Emma Matratze
Gewählt zum Kundenservice des Jahres 2026
Wir tun unser Bestes um uns stetig weiterzuentwickeln - jetzt wurden wir dafür mit dem Award "Gewählt zum Kundenservice des Jahres 2026" in der DACH-Region ausgezeichnet!
Contact info
Frankfurt am Main, Germany
- https://www.emma-matratze.de/
- emma-matratze.de
BLACK FRIDAY WOCHEN: Bis zu 50% Rabatt
4.0
Great
54K reviews
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Best avoided!
Ordered mattress & pillows via QVC UK, weeks later the mattress was delivered by UPS without advance warning (luckily someone was home). The pillows never arrived (returned back to them by DPD for some reason) weeks later i'm still waiting for my refund. Something seriously wrong with deliveries /customer service from this company - best avoided!
June 16, 2024
Unprompted review
Reply from Emma Matratze
Hello Philip,
Thank you for your review. I apologize for the delayed response.
On behalf of Emma, I sincerely apologize for the inconvenience and frustration you have experienced.
As we currently do not have all the details of your order, I kindly ask you to fill out the information requested in the form we sent you so that we can assist you further.
Once again, I am sorry that your experience with Emma did not meet our standards. I appreciate your patience.
We take your feedback seriously and will work on making improvements.
Best regards,
Matheus from the Emma Team
Reply from Emma Matratze
Hallo Petra,
herzlichen Dank für Dein freundliches Feedback. Bitte entschuldige die verspätete Antwort. Es macht mich sehr glücklich zu hören, dass Du mit Deiner Matratze so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt. Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Damla vom Emma-Team.
The mattress is good
The mattress is good, but it’s a bit too soft for me. I am still evaluating if I am going to keep it or send it back.
July 12, 2024
Reply from Emma Matratze
Hello Simone,
Thank you for your feedback!
We’re glad to hear that you find the mattress good. We understand that it might feel a bit too soft for your preference. Please take your time to evaluate if it suits your needs.
If you have any questions or need assistance with the return process, feel free to reach out to us.
Best regards,
Matheus from The Emma Team
My sleep is really better now thanks to…
My sleep is really better now thanks to the Emma mattress.
July 10, 2024
Reply from Emma Matratze
Hello Wissal,
thank you very much for your kind feedback. I apologize for the delayed response.
I am delighted to hear that you are so satisfied with the delivery and quality of your mattress.
I wish you continued restful sleep on your new product. If you have any further questions, please feel free to contact us anytime.
Best regards,
Matheus from the Emma Team
The worst quality and customer support…
The worst quality and customer support experience I have ever had. The pillow never arrived (It has been more than 30 days). Right after receiving the sheets and the mattress I contacted support to arrange a return as they were damaged and very poorly made. They told me the pillow will be shipped again (which it was not) and that the courier will come pick the items up. After that they stopped answering my emails and no one contacted for the pick up. This is horrible and unacceptable, this is a scam.
Update: Once again I have sent my order details via the link provided, I will attach here too for easy access:
Feel free to contact me via phone: +4915785505809 and email: lilit.dallakyann@ gmail.com
My order numbers are #0001-22H4G2, and #0001-UZC7DF
I, Lilit Dallakyan, ordered and paid for them, my friend Javad received them as I was not home.
June 3, 2024
Unprompted review
Reply from Emma Matratze
Hello Lilit,
thank you very much for your review. Please excuse my late reply.
On behalf of Emma, I would like to apologize for this bad experience.
As we do not have all the details of your order, please complete the information in the request sent by Trustpilot so that I can help you.
Thank you very much for your patience. I look forward to hearing from you.
Best regards.
Daniel from the Emma team.
Reply from Emma Matratze
Hallo Thomas,
vielen Dank für Deinen aufrichtigen Kommentar. Ich bitte Dich, meine späte Antwort zu entschuldigen.
Es freut mich sehr zu hören, dass Du mit unserem Service sowie mit unseren Artikeln zufrieden bist.
Ich wünsche Dir einen erholsamen Schlaf auf Deinem neuen Produkt. Wenn Du noch weitere Fragen hast, kannst Du Dich gerne an uns wenden.
Mit den besten Grüßen,
Daniel aus dem Emma-Team.
Great mattress for the price
Great mattress for the price, I will be buying a second one soon for my Emma sofa, it’s an absolute bliss to sleep on it !
June 27, 2024
Reply from Emma Matratze
Guten Tag Larry,
herzlichen Dank für Dein freundliches Feedback. Für die späte Rückmeldung bitte ich vielmals um Verzeihung.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deiner Matratzen so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
War alles total super
July 4, 2024
Reply from Emma Matratze
Guten Tag Sascha,
herzlichen Dank für Dein freundliches Feedback. Für die späte Rückmeldung bitte ich vielmals um Verzeihung.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deines Kissens so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt.
Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Artur vom Emma-Team.
Reply from Emma Matratze
Hallo Tanja,
vielen Dank für Deinen Kommentar und bitte entschuldige meine späte Antwort.
Dass Du mit Deinem neuen Topper zufrieden bist, freut mich sehr.
Mit Deinem neuen Produkt wünsche ich Dir einen erholsamen Schlaf. Solltest Du noch weitere Fragen haben, kannst Du Dich gerne an uns wenden.
Mit freundlichen Grüßen
Daniel vom Emma-Team.
Super top!!!
June 21, 2024
Reply from Emma Matratze
Hallo,
herzlichen Dank für Dein freundliches Feedback. Bitte entschuldige die verspätete Antwort. Es macht mich sehr glücklich zu hören, dass Du mit Deiner Bestellung so zufrieden bist.
Ich wünsche Dir weiterhin erholsamen Schlaf auf Deinem neuen Produkt. Solltest Du weitere Fragen haben, kannst Du Dich jederzeit bei uns melden.
Mit besten Grüßen, Damla vom Emma-Team.
It’s a okay
It’s a okay, but they don’t make a refund if you don’t like the matraze. They say money back guarantee but because only they’re thinking no one use this guarantee. So for me they shouldn’t think they have the best product because it’s not and influencer only are getting paid to advertise it. Also only 5% discount is a little scherz for this stress if you don’t like their product and want to give it back
June 6, 2024
Unprompted review
Reply from Emma Matratze
Guten Tag Luis,
vielen Dank für Deine Bewertung. Im Namen von Emma möchte ich mich aufrichtig bei Dir für die Komplikationen die aufgetreten sind entschuldigen.
Da nicht alle Details Deiner Bestellung vorliegen, möchte ich Dich bitten, Deine Angaben in der von Trustpilot gesendeten Anfrage auszufüllen, damit ich Dir weiterhelfen kann.
Vielen Dank für Deine Geduld! Ich freue mich auf Deine Rückmeldung!
Liebe Grüße Artur aus Deinem Emma Team
Delivery very unreliable
The product is good. But delivery is extremely unreliable and has been for years. This is the second time I’ve ordered and again delivery is over 1 Month (!!) delayed. Every time I call customer service the delivery date is pushed back further and there seems to be nothing their customer service can or wants to do. Given this very frustrating delivery experience I will not order from them again.
[UPDATE] It’s been almost a month since I first posted this review, and still no mattress! I’ve probably spoken to their customer service 10 times by now.. and every time I call, they claim that it should be delivered within the next few days. It’s really beyond frustrating!
June 25, 2024
Unprompted review
Reply from Emma Matratze
Dear Chris,
Thank you for taking the time to share your feedback. I am truly sorry to hear about your frustrating experience with our delivery service.
While I'm glad to hear that you are satisfied with the product itself, I understand that the significant delays and lack of reliable communication regarding delivery dates are very disappointing. This is certainly not the level of service we aim to provide.
Please know that your feedback is important to us, and we are committed to improving our delivery processes. We are working hard to ensure that such delays do not happen in the future and that our customer service team can provide more accurate and helpful information.
If there is anything further we can do to assist you, please do not hesitate to reach out. We value your business and would appreciate the opportunity to make things right.
Best regards,
Matheus] from the Emma Team
I order my matras in April and still…
I order my matras in April and still did not receive it. Client support tells me different stories and gives me different deadlines. I am totally disappointed with the service.
June 24, 2024
Unprompted review
Reply from Emma Matratze
Hello Lulia,
Thank you for your review. I apologize for the delayed response.
On behalf of Emma, I want to sincerely apologize for the inconvenience and frustration you have experienced.
As we currently do not have all the details of your order, I would kindly ask you to fill out the information in the request we sent you so that we can assist you further.
Once again, I am sorry that your experience with Emma did not meet our standards. I appreciate your patience.
We take your feedback seriously and will work on improving!
Best regards,
Matheus from the Emma Team
The Delivery was in very poor shape and not on Doors
The Delivery was in very poor shape, and the Carton box covers were torn.
The delivery was not at the Doors, which i mentioned its on 3OG, but was delivered on the Floor, the 32kg need to be pulled up to my Floor on 3rd OG.
EDIT 1, 24June2024: I increase your rating from 3 star to 4 star because you replied and hopefully you'll do the needful.
June 22, 2024
Reply from Emma Matratze
Hello Vinit,
Thank you for your feedback, apologies for the late response.
I apologize for the poor condition of the delivery and for the inconvenience caused by the package being left on the floor instead of at your door on the 3rd floor. This does not meet our standards, and I understand the frustration of having to carry such a heavy package yourself.
We appreciate your patience and will work to improve our delivery process to prevent this from happening in the future.
Best regards,
Matheus C.
Reply from Emma Matratze
Good morning Ram,
Thank you very much for your kind feedback.
It makes me very happy to hear that you are so pleased with the delivery and the quality of your products.
I wish you continued restful sleep on your new product.
If you have any further questions, please feel free to contact us at any time.
Best regards, Artur from the Emma team.
No refund despite receiving returned pillows.
UPDATE: So they have replied to my review but they did NOT reach out to me after I have provided the order information.
----
I had ordered 5 pillows from Emma Matratze, but returned 3 of them within the return period after receiving a return label from Emma's support.
It has been now two weeks since they have received my return according to the DHL tracking, yet they have neither acknowledged that they received my package nor did they refund me.
I have sent them an email asking about the status of my return and have received no response.
If you'll looking for buying a mattresses or pillows, I would suggest to avoid this company due to their unreliability and incompetence of their customer support.
June 19, 2024
Unprompted review
Reply from Emma Matratze
Hello Oissal,
thank you very much for your review. I apologize for my late reply.
On behalf of Emma, I would like to apologize for this bad experience and the fact that you have not yet been reimbursed.
As we don't have all the details of your order, I ask you to complete the information in the request sent by Trustpilot so that I can help you.
Thank you very much for your patience. I look forward to reading your comments.
With my best regards.
Daniel from the Emma team.
Super Matratze.
May 28, 2024
Reply from Emma Matratze
Hallo Funny,
vielen Dank für Deinen aufrichtigen Kommentar.
Es freut mich sehr zu hören, dass Du die Qualitat Deiner Matratze schätzt.
Ich wünsche Dir einen erholsamen Schlaf auf Deinem neuen Produkt. Wenn Du noch weitere Fragen hast, kannst Du Dich gerne an uns wenden.
Mit den besten Grüßen,
Daniel vom Emma-Team.
Quality materials
Quality materials, first class sleep time, money back guarantee what else one can ask for
May 8, 2024
Reply from Emma Matratze
Hello Artur,
Thank you very much for your kind feedback.
It makes me very happy to hear that you are so satisfied with the delivery and the quality of your mattress.
I wish you continued restful sleep on your new product. If you have any further questions, please feel free to contact us at any time.
Best regards, Artur from the Emma team.
Emma sells mattresses that DON'T EXIST
Emma sells mattresses that DON'T EXIST
I bought a mattress at the Alexanderplatz shopping mall store on April 15th, and I STILL haven't received it! I've already gone to the store twice, sent emails to the sales agent, and contacted customer service through the website. All I get are promises that they'll take care of my order and that I'll get an email or a call, but that NEVER happens. I'm tired of waiting; it's been TWO MONTHS, and I'm still sleeping on the floor. How can I get the mattress I paid for?
April 15, 2024
Unprompted review
Reply from Emma Matratze
Hi Desire,
Thank you for your review.
On behalf of Emma, I sincerely apologize for the inconvenience and frustration you have experienced.
Since we do not have all the details of your order at the moment, I kindly ask you to fill out the information in the request we sent you so we can assist you further.
Once again, I am sorry that your experience with Emma did not meet our standards. Thank you for your patience.
We take your feedback seriously and will work to improve!
Best regards,
Matheus from the Emma Team
Reply from Emma Matratze
Hallo Kerstin,
vielen Dank für Deinen ehrlichen Kommentar.
Es freut mich sehr zu hören, dass Dein Topper Deinen Vorstellungen entspricht und Du damit zufrieden bist.
Ich wünsche Dir einen erholsamen Schlaf auf Deinem neuen Topper. Wenn Du noch weitere Fragen hast, kannst Du Dich gerne an uns wenden.
Mit freundlichen Grüßen,
Daniel vom Emma-Team.
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