For such qualitative products (the mattress is fantastic thank you), it is a pity that the delivery experience is that poor… Your delivery team basically dropped the new mattress in the middle of... See more
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The mattress arrived without a cover. The cover was then shipped quite quickly after contacting their customer service. The mattress in the end didn't meet my needs and I returned it which took 4 dif... See more
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For the past 3 years I had been looking for a good pillow without success. I bought at least 5 different pillows. I Purchased the Airgrid Microfiber a month ago and it is perfect. So comfortable. Exa... See more
Company replied
The Emma team is usually very helpful and they do try their best to make their customers pleased with their products. The products are generally super quality, prices are also fair and adequate to the... See more
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Company details
Written by the company
You are on the Trustpilot Switzerland page. If you did not place your order on emma.ch, please leave your review on the Trustpilot page for your country.
Mit Emma® Schlaf neu erleben!
Written by the company
- 🏆Höchste Qualität zum besten Preis
- ✓ Bis zu 100 Nächte Probeschlafen ✓ Bis zu 10 Jahre Garantie ✓ Kostenlose Lieferung & Rücksendung ✓ Memory-Schaum-Matratzen ✓ Hybridmatratzen
- 🌙 100 Nächte Probeschlafen – Zufrieden oder Geld zurück!
- Die Wahl der richtigen Matratze ist nicht immer einfach. Deshalb bietet dir Emma® 100 Nächte Probeschlafen, damit Du Deine neue Matratze in aller Ruhe zu Hause testen kannst. Wir sind überzeugt: Sobald du darauf schläfst, wirst Du sie nicht mehr missen wollen!
- 📦 Kostenlose Lieferung & Rücksendung!
- Emma®-Matratzen werden platzsparend vakuumverpackt und gerollt geliefert – bequem und kostenlos! Bist Du nicht zufrieden? Kein Problem, wir holen Deine Matratze kostenlos wieder ab. Mit Emma® entscheidest Du Dich für eine einfache und risikofreie Lösung.
- ⭐️ 10 Jahre Garantie!
- Wir vertrauen auf die Qualität unserer Produkte. Deshalb gewähren wir 10 Jahre Garantie auf unsere Emma®-Matratzen. Schlaf sorgenfrei!
- 🌟 Entdecke die Air-Grid®-Technologie!
- Unsere innovative Air-Grid®-Schicht passt sich perfekt an Deinen Körper an und sorgt für maximale Druckentlastung sowie optimale Luftzirkulation. Das Ergebnis? Ein einzigartiges Schlafgefühl – kühl, bequem und perfekt abgestimmt auf Dich!
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
Switzerland
- emma-sleep.ch
Preisgekrönte Schlafprodukte
3.6
Average
4K reviews
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Good dreams
December 13, 2025
Reply from Emma® Sleep (Switzerland)
Hallo Pedro, Thank you! We’re happy to be part of your good dreams and restful nights.
Best regards, Mohamed A. from the Emma Switzerland Team.
For such qualitative products (the…
For such qualitative products (the mattress is fantastic thank you), it is a pity that the delivery experience is that poor…
Your delivery team basically dropped the new mattress in the middle of the living room and disappeared as fast as possible.
They left while I was trying to ask if they could pick up the old mattress against a fee of CHF80 (and they only accept cash). Perhaps you should consider using a Swiss delivery company and not a French company, as they usually accept Twint payments.
February 22, 2026
Reply from Emma® Sleep (Switzerland)
Hello, Estelle,
Thank you very much for taking the time to share your experience with us.
We are delighted that you are completely satisfied with the mattress, particularly in terms of quality, and we are sincerely touched by this. It is precisely for this reason that we are all the more sorry to hear that the delivery service did not meet your expectations.
You should be able to receive your order in good condition, with clear and respectful assistance, which was clearly not the case.
Regarding the return of your old mattress, we would like to clarify the situation. In Switzerland, we do not currently offer mattress returns, whether free of charge or for a fee, if the old mattress is not from Emma.
Carriers are therefore not supposed to accept money or offer a collection service for an additional fee.
We understand that this situation may have caused confusion, especially if the carrier led you to believe that this option was available for a cash payment. This is absolutely not a practice that we endorse, and we will report this to our logistics partner to prevent it from happening again.
Your comment regarding Swiss payment methods (particularly Twint) is also very relevant. We are currently considering solutions that are more suited to the local market, including the possibility of working with a Swiss carrier that offers greater flexibility and clarity for our customers.
Thank you again for taking the time to write to us. Your feedback is invaluable and helps us to improve the experience of all our customers.
If you have any further questions or if we can help you in any other way, we are of course at your disposal.
Kind regards,
Your Emma Switzerland team.
Airgrid Microfiber is perfect!
For the past 3 years I had been looking for a good pillow without success. I bought at least 5 different pillows.
I Purchased the Airgrid Microfiber a month ago and it is perfect. So comfortable. Exactly what I was looking for. Worth the investment.
December 19, 2025
Reply from Emma® Sleep (Switzerland)
Hallo Jennifer, Es freut uns sehr zu hören, dass die AirGrid Mikrofaser perfekt für Dich ist. Nachdem Du jahrelang gesucht und mehrere Kissen ausprobiert hast, ist es wunderbar, dass Du endlich den Komfort gefunden hast, nach dem Du gesucht hast. Zu wissen, dass es sich so bequem anfühlt und die Investition wert ist, bedeutet uns sehr viel. Mit besten Grüßen, Emma Schweiz Team.
Reply from Emma® Sleep (Switzerland)
Bonjour Carlos,
Merci d’avoir pris le temps de partager votre expérience.
Nous sommes sincèrement désolés d’apprendre que le montage du sommier a été difficile et nous comprenons à quel point cela peut être frustrant.
L'objectif est de rendre l’installation des produits aussi simple que possible. Il est clair que nous n’avons pas répondu à vos attentes cette fois-ci et nous nous en excusons.
Nous tenons à vous informer que la plupart de nos produits, y compris le vôtre, sont accompagnés d'un manuel d'instructions accessible via le code QR figurant sur l'emballage. Si ce code est manquant ou illisible, vous pouvez également trouver le manuel directement sur notre site web. Ces instructions sont conçues pour vous guider étape par étape et faciliter le montage. Si vous ne parvenez pas à accéder au manuel, si vous n'avez toujours pas réussi à assembler le produit ou si vous avez besoin d'aide, notre équipe est à votre disposition pour vous aider par e-mail, téléphone ou chat.
Votre satisfaction est notre priorité et nous ferons tout pour que votre expérience soit la plus positive possible. Encore merci pour votre retour qui nous aide à nous améliorer.
Cordialement,
Votre équipe Emma Suisse.
Unhelpful, Rude, and Unreliable
Terrible. Avoid.
We ordered from Emma specifically because their site advertised a 5-day delivery time. We placed our order two weeks before we needed the mattress as we were moving.
We have now been in our new address for over two weeks and have been sleeping on a blow-up bed. The mattress has currently taken over a month and still has not arrived.
Whenever we call their customer service, they are incredibly rude and unprofessional. They constantly act as if it’s unreasonable that all we want to know is an estimated delivery time.
What's worse is that we notified them we had moved and provided the new address. They processed the new order incorrectly, sending it to the old address. When we called to point out their error, they told us it was our responsibility to contact the haulier to redirect the delivery.
They are unhelpful, rude, and unreliable. Avoid this company. Emma we are still sleeping on a blow-up bed and still waiting for an update on where our mattress is…
November 3, 2025
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hello, Rory,
Thank you for taking the time to share your experience.
First of all, we would like to sincerely apologize for the inconvenience you experienced. We fully understand how frustrating it is not to receive your mattress within the promised time frame, especially when you are moving house. Sleeping on an air mattress for several weeks is not an acceptable situation, and we are sorry that this was your reality.
We also regret that your interactions with our customer service team did not meet your expectations. This type of experience does not reflect the standards of quality and respect that we strive to maintain. After checking, rest assured that your situation is being handled by our team, who are doing everything possible to resolve the issue as quickly as possible.
Regarding the address error, we understand your dissatisfaction and acknowledge that the handling of this situation should have been smoother and more proactive, but we must also take our internal procedures into account.
We appreciate your patience and feedback, which helps us improve.
Once again, we apologize for this experience. We hope to regain your trust.
Best regards,
Your Emma Switzerland team.
After a month of waiting
After a month of waiting, no delivery, and repeated communication failures, I had to cancel my Emma order. Deeply disappointed — this level of service is far below what a high-end brand should deliver.
October 20, 2025
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hello Adam,
Thank you for taking the time to share your experience.
We sincerely apologize for the inconvenience you experienced and for the lack of clarity in the progress of your order.
We fully understand your frustration after waiting so long without delivery, and we deeply regret the communication difficulties you encountered. This is absolutely not the level of service we want to provide and certainly not what you should expect.
We understand that this situation led you to cancel your order. Although we regret this, your satisfaction remains our priority, whatever your decision.
Following verification, we have confirmed that your request has been taken into account by our team and we assure you that everything necessary will be done to assist you in the best possible way.
If you need assistance or would like to give us another chance to regain your trust, our team is available to help you. Thank you again for your feedback and we look forward to helping you.
Best regards.
Your Emma Switzerland team.
Really good service and mattress!
The site was easy to navigate and the bed is excellent!
October 10, 2025
Reply from Emma® Sleep (Switzerland)
Hello Leah,
Thank you so much for your kind words.
We’re delighted to hear that you found our website easy to use and that your new mattress is living up to expectations. Comfort and simplicity are exactly what we aim for!
Enjoy your restful nights, and we hope to see you again soon.
Best regards,
Your Emma Switzerland team.
Everything was like I expected.
Everything was like I expected.
Everything was good done!
August 21, 2025
Reply from Emma® Sleep (Switzerland)
Hello Eliane,
Thank you for your review !
We are delighted that you were completely satisfied with your experience. Your feedback encourages us to continue offering the best to our customers.
Please do not hesitate to contact us via our various channels if you have any concerns.
We look forward to reading from you.
Best regards,
Your Emma Switzerland team.
No responsability
I placed an order for a mattress on June 27th. As of today, August 2nd, more than a month and a half later, I still haven’t received it. The estimated delivery window was between July 4th and 18th, and ever since that period passed, I’ve been contacting Emma almost daily to get updates. Every time, they just tell me to be patient — but after weeks of sleeping on the floor, that’s no longer acceptable.
What’s worse is that Emma takes no responsibility, offers no clear information, and makes no effort to follow up with GLS, the courier. No solution, no compensation, no proper customer service. Just vague excuses.
Extremely disappointed by the lack of professionalism and support.
August 2, 2025
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hello Alvaro Navarro Mora,
Thank you for sharing your experience.
We sincerely apologize for the inconvenience you have experienced and fully understand your frustration. Waiting for a product for several days without any concrete news about its delivery is very unpleasant, and we can imagine your disappointment.
This is not the type of service we wish to provide, and our goal is to support you until delivery, despite the delay. This is a situation we would have liked to avoid and is beyond our control to get your order to you as soon as possible.
In order to assist you as best we can, we have just emailed you directly to the email address you provided. Please check your inbox so that we can provide you with the assistance you deserve as soon as possible.
As this is a public channel, we are unable to provide personal information about you, but please be assured that we take your request very seriously and are doing everything we can to find a quick solution.
Thank you very much for your patience and understanding.
Best regards,
Your Emma's team.
The mattrass does not really cool down
The mattrass does not really cool down, and i am aware that it is meant as a passive cooling mattrass
July 12, 2025
Reply from Emma® Sleep (Switzerland)
Hello LR,
Thank you for taking the time to share your opinion on Trustpilot.
We are sincerely sorry to hear that your mattress topper does not meet your expectations
Thank you again for your feedback, it is valuable to us in order to improve our products.
We hope to be able to regain your trust.
Sincerely,
Your team Emma
TERRIBLE
TERRIBLE. I never had back pain in my life and I travel a little a stay in different hotels and Airbnbs. I tried to give time to adapt but no luck. I have pain almost every night. Never I had this before and keep in mind I do not have any pain when I sleep elsewhere. I will end throwing it in the garbage where it belongs.
July 12, 2025
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hallo, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast. Es tut mir wirklich leid zu hören, dass Dein Schlaf unangenehm war und dass Du Dich so fühlst. Ich verstehe sehr gut, wie frustrierend das sein muss, vor allem, weil Du das noch nie erlebt hast. Bitte beachte, dass uns Dein Komfort und Deine Zufriedenheit sehr wichtig sind. Ich möchte Dir versichern, dass wir uns dafür einsetzen, das Problem so schnell wie möglich zu lösen. Ich habe Deine Informationen hier auf Trustpilot angefordert. Könntest Du es bitte an mich schicken, damit ich Deine Bestellung verfolgen und eine Lösung zusammen finden kann? Herzliche Grüße, Emma-Team.
Buyer Warning !!
I bought Emma’s premium hybrid mattress in queen size (180x200). After installation and a few days of waiting, I measured it—only to find it was 174x200. That’s 6 cm missing from a supposedly high-end product.
I called their customer service multiple times and got passed around endlessly. No one seemed to take responsibility. Every email I sent got a reply from someone new—nobody actually handled the issue properly.
After way too many emails, they agreed to a trade-in. Then came another twist: they said the replacement mattress was shipped but couldn’t tell me where it was. I asked to speak with a manager several times. Radio silence.
This entire experience has been chaotic, frustrating, and completely unprofessional. Emma talks a lot about quality and service, but in reality, it’s been the opposite. Worst customer experience I’ve had in years. Buyer beware!!
March 18, 2025
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hello Alex,
thank you for your feedback on Trustpilot.
Apologies for our late reply.
First off, we're really sorry for everything you've been through – this is absolutely not the kind of experience we want anyone to have with us.
Getting a mattress that's not the right size is already frustrating, but being passed around with no clear support and no one taking real responsibility is not okay. And the fact that even the replacement got lost is why we completely understand why you're fed up.
We know an apology doesn’t fix the hassle and stress this caused, but please know we’re taking your feedback seriously. That’s not what we stand for.
I have just sent you a private message.
Again, super sorry you had to go through all this. We appreciate you sharing your experience – even if it hurts to read, it helps us do better.
Best regards,
Conrad from your Emma Germany team
DON'T buy Emma under any circumstances, way better options out there.
Bought a mattress and a mattress protector in December. They asked me when did I wanted them delivered, I told them. They sent me an email 3 days before delivery that the mattress protector was returned since I wasnt at home when delivery company came by. I work at home and of course I was there.
Then, on the day of official delivery, they told me between 8:00 and 12:00. When I wake up a 7:00 and turn on the phone: missed call at 6:50. I call back, same story. Obviously nobody ringed our door because they say "they didnt see our name on the doorbell". I have been receiving mail/packages for 7 years.
We schedule another delivery date, this time THEY offer between 9 and 11. Come the day, they ring my doorbell at 6:30. Good enough.
Regarding the mattress protector, last news I received was 2 months ago, they told me it was somewhere, I went there: no package. I tell them, they say they will deliver.
2 months after, 5 emails later...nothing.
DON'T buy Emma under any circumstances, plenty of better options out there that are not a total scam.
January 10, 2025
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hello Alfonso,
Thank you for your feedback. We are sincerely sorry to hear about the issues you've experienced with the delivery of your mattress and mattress protector. We fully understand your frustration regarding these inconveniences.
To resolve this situation as quickly as possible, we will contact you via email to provide detailed information about your order and arrange a new delivery at the earliest opportunity.
We apologize for the inconvenience caused and appreciate your patience.
Best regards,
Youssra from the Emma Team
Reply from Emma® Sleep (Switzerland)
Hello Jonathan,
Thank you very much for your kind feedback.
I am very pleased that everything went so smoothly and that you are so happy with the quality of your pillow.
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 Switzerland team
Good bed but with bad customer service and false delivery promises
The quality of the bed is overall good.
The bigger issue with the delivery. EMMA markets aggresivelly with deals to have people purchase their products. During the ordering process the estimated delivery time was stated as 7-10 days but once the purchase was completeled I immediately got an email saying the order was delayed. The mattress took about 7 weeks to arrive in the end.
The company delibrately marketed a delivery time that was incorrect and this is absolutely unacceptable.
I would not buy from this company again.
January 17, 2025
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hello Carlo,
Thank you very much for your review. I apologize for the late response.
I am sorry that your order was affected by a delay in delivery.
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.
Thank you for your patience! I look forward to your feedback!
Kind regards Artur from your Emma team
Reply from Emma® Sleep (Switzerland)
Hello Jerome,
Thank you very much for your kind feedback.
I am very pleased to hear that you are so happy with the delivery and quality of your mattress.
I wish you continued restful sleep with your new product. If you have any further questions, please feel free to contact us at any time.
Yours sincerely, Artur from the Emma team
Allergic to mattress - no response from customer seevice
Delivery was fairly quick, however turns out the mattress is not hypoallergenic. One night on it and i woke with puffy eyes all stuck together, a sore throat and itchy ears. Tried again another night, no better. Tried again after letting the mattress air out 5 days, and had another reaction.
Sadly no responses to E-Mails so far. After two weeks the mattress is still off-gasing and stinks. The whole room smells it makes my eyes water.
Really hoping to get a response soon. So far I would advise anyone at getting an emma-sleep mattress.
November 21, 2024
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hi Toni,
Thank you for your review. On behalf of Emma, I want to sincerely apologize for the inconvenience and frustration you’ve experienced.
As we currently do not have all the details of your order, I kindly ask you to complete the information in the request we’ve sent to you. This will allow us to assist you further.
Once again, I am truly sorry that your experience with Emma did not meet our usual standards. Thank you for your patience. We value your feedback and will work hard to improve!
Best regards,
Matheus from the Emma Team
Reply from Emma® Sleep (Switzerland)
Hello Eva,
Thank you very much for your positive review and great feedback!
We are delighted to hear that you enjoy our offerings so much. We are constantly working to provide our customers with the best products and deals.
If you have any further questions or if there is any other way we can assist you, please feel free to contact us anytime.
Best regards, Matheus
Reply from Emma® Sleep (Switzerland)
Guten Morgen Nicolas,
herzlichen Dank für Dein freundliches Feedback. Für die späte Rückmeldung meinerseits bitte ich vielmals um Verzeihung.
Es macht mich sehr glücklich zu hören, dass Du mit der Lieferung und der Qualität Deines Matratzenschoners 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.
The mattress arrived without a cover + foreign transactions fees applied with twint
The mattress arrived without a cover. The cover was then shipped quite quickly after contacting their customer service. The mattress in the end didn't meet my needs and I returned it which took 4 different attempts at getting their customer service to do correctly. It will finally be picked up and I hope to receive the refund promptly.
Take note that even if they have a swiss domain website and offer twint you will be charged foreign transactions fees by your bank.
June 6, 2024
Unprompted review
Reply from Emma® Sleep (Switzerland)
Hi Lilja,
Thank you for your feedback. We apologize for the inconvenience you experienced with your order.
It's good to hear that our customer service was able to ship the cover quickly, but we regret the challenges you faced with the return process. We are continuously working to improve our services and appreciate your patience.
Regarding the foreign transaction fees, we understand your frustration and are looking into ways to address this issue for our Swiss customers.
If you have any further questions or need assistance, please don't hesitate to reach out. We aim to process your refund promptly.
Best regards,
Matheus from the Emma team
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