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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Used defective sofabed - no response from Emma! New customers be careful.
FAO Emma Matratze
I am writing to express my extreme dissatisfaction with my recent purchase. I have finally assembled the sofabed, only to discover that it arrived without any instructions, appears to be used, and is in unacceptable condition. The item is stained, and the bottom is visibly dirty.
This is not the quality or experience I expected, especially after having purchased five mattresses from your company over the years. I am deeply disappointed and would like to request an exchange for a brand-new sofabed, as well as any assembly services provided by Emma.
Please let me know how we can resolve this matter promptly. I trust that you will address this issue to ensure my continued confidence in your brand. I I HAVE TRIED MANY AVENUES TO CONTACT EMMA UK since January 2025, NO RESPONSE thus far. Kindly note I am currently £2000 out of pocket! I ASK EMMA TO RESPOND & PROVIDE A UK EMAIL EMAIL ADDRESS. The UK NUMBER DIRECTS TO WHATSAPP- NO HUMAN INTERACTION AND JUST LOOPS!
Order No.: 0006-G254QS
Can someone at Emma find my contact details using the above order number. I await to receive an email from your company.
Thank you for your attention to this matter.
March 9, 2025
Unprompted review
Reply from Emma Matratze
Hey!
Thank you for your feedback. I am very sorry to hear that you have experienced inconvenience with your order.
Please send your query to the correct portal as we are unable to help you with UK orders here.
As soon as we see your request there, our colleagues will take care of a solution immediately.
Thank you very much for your patience and understanding.
If you have any further questions, please feel free to contact us at any time.
Best regards,
Moritz from your Emma Germany team
Reply from Emma Matratze
Hallo Vivekkumar,
vielen Dank für Dein Feedback! Es freut uns zu hören, dass Du mit Deiner Matratze zufrieden bist. Wir wünschen Dir weiterhin erholsame Nächte!
Falls Du noch Fragen hast oder wir Dir sonst weiterhelfen können, melde Dich gerne bei uns.
Liebe Grüße wünscht Amadou von Deinem Emma Deutschland Team.
Disappointing Experience
Disappointing Experience
I wish I could review the product I ordered, but unfortunately, I still haven’t received it. What’s worse, I was charged twice for my order, and despite reaching out to customer service multiple times, the issue remains unresolved with no updates. The lack of communication is frustrating. If you’re considering ordering from Emma, be cautious. I expected better service, but so far, it’s been a stressful and disappointing process.
February 17, 2025
Unprompted review
Reply from Emma Matratze
Hello Anastasia,
Thank you very much for your feedback.
I am sorry that you have gained a negative impression. This is not in our interest, and your satisfaction is important to us. I am pleased that you have already been in contact with our customer service today and that your concerns have been clarified and resolved.
If there is anything else we can do for you, please do not hesitate to contact us again.
Kind regards,
Marina from your Emma Switzerland team
Poor after sales communication
Customer Support Reference Number #5222614
Even though I have reach out to this company numerous times for support regarding this mattress, no one replies. They have sent 1 email to confirm photos and the issue, and I have not heard back. It is typical, they are happy to take your money and speak to you quickly when making purchases but the after sales has been horrific. This product is still within one year and eligible for replacement or refund. Whoever buys from here please be very wary of their after sales service.
The mattress was bought from Emma Germany, not Emma UK
February 26, 2025
Unprompted review
Reply from Emma Matratze
Hello Amil,
thank you for your Feedback.
I am very sorry that you are not satisfied with customer service and have not received a response. Of course, this is not the experience we want to offer you as our customers.
The review you placed is for Emma sleep DE domain. We kindly ask you to remove it to send it to the UK domain so that your issue can be dealt with correctly. Thank you for your understanding.
Kind regards,
Marina from your Emma Germany team
Reply from Emma Matratze
Hello Taha,
Thank you very much for your
nice feedback.
I am very pleased to hear that you are so impressed with 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.
With best regards,
Artur from your Emma Germany team
Reply from Emma Matratze
Hello Sarah,
Thank you so much for your feedback! 😊 I'm so glad to hear that you’re happy with the fast delivery and that the mattress is comfortable for you. If you need anything else, feel free to reach out anytime! Enjoy your restful nights! 🌙
Kind regards,
Marina from your Emma Germany team
The speed of delivery was superb and…
The speed of delivery was superb and the price was very agreeable. I often find it difficult to get up in the mornings now because my new mattress is simply so comfortable!
February 23, 2025
Reply from Emma Matratze
Hi Jake,
thank You very much for your sincere comment,
I'm really pleased that the delivery was quick and that You're happy with Your mattress.
I wish you many restful nights and an excellent sleep on Your new mattress. If you need any further adjustments or have any questions, please do not hesitate to contact us.
Best regards,
Daniel from Your Emma Germany Team
Finally
Update: After this review, they reached out and resolved the issue by providing a refund.
We ordered 2 bedsheets & pillow cases. It came with a strong factory, plastic smell and we sent it back using their official procedures. It's been 4 months and multiple messages with not a word back.
November 18, 2024
Unprompted review
Reply from Emma Matratze
Hello Judith,
thank you very much for Your comment. I apologize for my late reply.
On behalf of Emma, I'm really sorry that Your items had an unpleasant odor and that You had to wait so long for a response to Your emails.
I have just sent You an e-mail with further information about Your order. Please reply to this email so that I can help You.
Thank you for Your patience and understanding.
Yours sincerely,
Daniel from Your Emma Germany team
Comfortable affordable mattress
Comfortable mattress, very nice to sleep on and worth the money I paid.
February 8, 2025
Reply from Emma Matratze
Hello Gerhard,
Thank you for sharing your feedback!
I'm glad to hear you're enjoying the comfort of the mattress and feel it's worth the investment.
If you need anything else, feel free to reach out!
Kind regards Matheus from the German Emma Team
Good mattress complicated frame
The mattress is very good, but the bed frame was complicated to build. If you finish with building up, it’s fabulous.
January 15, 2025
Unprompted review
Reply from Emma Matratze
Hello Cevin,
thank you very much for your feedback.
It's great to hear that you like the mattress and that the bed frame turned out fabulous after assembly.
I wish you many restful nights and an excellent night's sleep on your new mattress and if you have any further questions, please feel free to contact us.
Best regards,
Daniel from your Emma Germany team
We are very happy with our Emma Hybrid mattress.
After letting the mattress expand for 48 hours it was still not big enough or even uniform.
But we decided to give it a try for a night since we knew we have 100 days to test it.
After the first night of sleeping on it, the mattress expanded to the expected size and it was really comfortable so we decided to keep it.
We are very happy with our Emma Hybrid mattress.
February 14, 2025
Reply from Emma Matratze
Hello,
Thank you very much for your kind feedback.
It makes me very happy to hear that you are so satisfied with 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.
With best regards,
Artur from your Emma Germany team
Reply from Emma Matratze
Hello Ejuma,
Thank you very much for your great feedback.
I'm so glad to hear that the firmness of the mattress and pillow is just perfect for you.
I wish you continued restful sleep with your Emma products.
Best regards,
Pascal from your Emma Germany team
Quality
Good sleep, efficient delivery service, nice customer service. Nice quality and price relation.
February 8, 2025
Reply from Emma Matratze
Hello María,
Thank you for your kind feedback! 😊
I'm so glad to hear that you're enjoying good sleep and that the delivery and customer service were efficient. It's great to know that you're happy with the quality and price as well. If you have any further questions or need assistance, feel free to reach out anytime!
I wish you many more restful nights.
Best regards, Marina from your Emma Germany team
Easy service and quick delivery but the…
Easy service and quick delivery but the mattress is quite hard.
February 1, 2025
Reply from Emma Matratze
Hallo Kelsey,
Thank you for your feedback!
If the mattress feels too firm, it might just need some time to adjust.
However, if it remains uncomfortable, feel free to reach out – we’re here to help!
Kind Regards Matheus from the German Emma Team
Best Christmas Present
I got it as a Christmas present for my husband and he loves it!
January 24, 2025
Reply from Emma Matratze
Helllo Betül,
Thank you so much for your great feedback! 😊
I am so happy to hear that your husband loves his Christmas present! It’s wonderful that it’s been such a hit. If you need anything else or have any questions, we’re always here to help. Wishing you both many cozy nights ahead!
Best regards, Marina from your Emma Germany team
Terrible post sale service
The logistics and the customer experience after buying was absolutely terrible. Never Emma again.
January 31, 2025
Reply from Emma Matratze
Hello dear customer,
Thank you for your feedback!
We're sorry to hear about your experience. This is not the standard we aim for. You will receive a separate email from me shortly, where we will address your concerns and work on finding a solution. We appreciate your trust and hope to resolve this for you.
If there is anything else we can do for you, please do not hesitate to contact us again.
Kind regards, Marina from your Emma Germany team
The mattress is very comfortable
The mattress is very comfortable. We are sleeping like a baby. The delivery was quick.
January 23, 2025
Reply from Emma Matratze
Hello Chayanika,
Thank you very much for your honest comment,
I am very pleased that you are so happy with your new mattress and the delivery service.
I wish you many restful nights and an excellent night's sleep on your new mattress and if you have any further questions, please feel free to contact us.
With best regards,
Daniel from your Emma Germany team
customer services
The customer service team was honest, efficient, and made the entire process seamless. There was no pressure at all, which I truly appreciated, and I hope they continue to uphold this standard. Their excellent service is what encouraged me to purchase multiple products from them. I highly recommend their products to all my friends and acquaintances.
January 30, 2025
Reply from Emma Matratze
Dear Majdi,
Thank you so much for your kind words! We're thrilled to hear that you had such a positive experience with our customer service team. Providing honest, efficient, and pressure-free support is our top priority, and it means a lot to know that it made a difference for you.
We truly appreciate your recommendations and your continued trust in our products. If you ever need anything, we're always here to help!
Best regards,
Silvia from your Emma Germany Team
A Company run by Cretins!
So far (this week), I have been told delivery will be Tuesday, nothing........ Then Wednesday, nothing...... and then today, yep you guessed it!
The simple task of actually doing what you have promised your customer is beyond their abilities, and comprehension.
So if you're looking to obtain something as simple as a mattress, please please please do not hesitate in moving on from this company, as they do not deserve your money or business as they have zero regard for their customers.
January 28, 2025
Unprompted review
Reply from Emma Matratze
Hello Simon,
Thank you for your review. On behalf of Emma, I would like to sincerely apologize to you for the delivery delays.
As you did not order via the German market, I would ask you to contact the Trustpilot page for your country so that they can help you. Unfortunately, we do not have access to your orders.
Thank you for your patience and understanding.
Kind regards Artur from your Emma team
Trying gvto find out where my mattress…
Trying gvto find out where my mattress is !!!!
Useless telephone support
Still no answers
Supposed to be delivered 27th Jan took dsy off work- no delivery- still waiting
January 27, 2025
Unprompted review
Reply from Emma Matratze
Hello Shirley,
Thank you for your review. On behalf of Emma, I would like to sincerely apologize to you for the complications.
As not all the details of your order are available, I would like to ask you to fill in your details in the request sent by Trustpilot so that I can help you further.
If your order was not placed via the German website, I would ask you to contact your local Trustpilot store.
Thank you for your patience! I look forward to your feedback!
Kind regards Artur from your Emma team
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