Ordered and paid for the mattress with the added pillows, mattress cover and duvet. However, received an email to say there would be a delay with delivery of these. One week later, I received just the... See more
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Review summary
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The mattress itself is great. The service online ordering, simple and straight forward. The delivery of the product, wow. I was made to feel like a problem because I purchased the collection of my pre... See more
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The site was easy to navigate the mattress was delivery was quicker than expected. The only thing that let down the experience was our delivery man,he wanted me to take all three boxes I recieved as... See more
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The Emma Comfort Cooling Pillows are very good if a little pricey. Very comfortable and well made. I also have the hybrid matress that is very good. The site was easy to navigate with good custome... See more
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Company details
About Emma Sleep UK
Written by the company
Check Out Our Sales Frequently ASked Questions Contact us Order status
Emma – The Sleep Company – the UK's most trusted mattress-in-a-box brand, is dedicated to enhancing your life through the power of a great night's sleep. With their unrivaled sleep expertise, Emma is on a mission to awaken the very best in consumers, helping them embrace each day with renewed energy and vitality.
They go beyond offering an award-winning product portfolio including mattresses, beds, pillows and accessories – they deliver an exceptional sleep experience crafted with precision and care.
Harnessing their sleep expertise, Emma has revolutionized the way we approach sleep. Using the finest quality materials, advanced technology and an in-house team of sleep experts to understand sleep needs and pain points like nobody else, Emma creates excellent products that are suitable for everyone and every sleeping position imaginable.
They go beyond offering an award-winning product portfolio including mattresses, beds, pillows and accessories – they deliver an exceptional sleep experience crafted with precision and care.
Harnessing their sleep expertise, Emma has revolutionized the way we approach sleep. Using the finest quality materials, advanced technology and an in-house team of sleep experts to understand sleep needs and pain points like nobody else, Emma creates excellent products that are suitable for everyone and every sleeping position imaginable.
Emma - The Sleep Company: UK's Most Trusted Mattress In a Box Brand
Written by the company
- 200-Night Trial
- Test the 'Emma Mattress' risk-free at home for 200 nights with no hidden charges to ensure the right fit for you.
- Free Delivery & Returns
- 'Emma Mattress' provides fast, free delivery and hassle-free returns if it's not the right fit for you.
- 10 Year Guarantee
- 'Emma Mattress' provides a warranty for structural issues, guaranteeing a replacement if durability or stability problems arise.
Contact info
United Kingdom
- https://www.emma-sleep.co.uk/
- emma-sleep.co.uk
3.2
Average
53K reviews
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Reply from Emma Sleep UK
Hi, NT,
Thank you so much for taking the time to share your review with us.
Reading your feedback truly made our day. We are so glad to hear that you are enjoying exceptional comfort and getting relaxing, deep sleep without any issues. Knowing that our mattress is helping you wake up feeling well-rested means the world to our team, as giving you the best night's sleep is always our top goal.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help, and we want to make sure you continue to enjoy wonderful sleep every single night.
Wishing you many more peaceful and comfortable nights ahead.
Warm regards,
Bryle From Emma
Quick delivery.
August 1, 2026
Reply from Emma Sleep UK
Hi, Avril,
Thank you so much for taking the time to share your review with us.
Reading your feedback truly made our day. We are so glad to hear that you had a great experience and received your order so quickly. Ensuring fast and smooth delivery for our customers is something we always strive for, so knowing that you are happy with the service means a lot to our team.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help, and we want to make sure you continue to enjoy the absolute best experience with us.
Wishing you many wonderful and comfortable nights of sleep ahead.
Warm regards,
Bryle From Emma
Avoid ordering from Emma
Avoid ordering from Emma, discussing customer service. Delivery was late, with damaged packaging and they didn’t take the old mattress away as promised in writing. Mattress is not good quality and for the price of an original elite mattress I found a better quality mattress elsewhere.
Very disappointed with this company and would avoid them at all costs in the future. Appalling customer service who only care about sales, no interest in trying to resolve problems once you’ve paid.
July 27, 2026
Unprompted review
Reply from Emma Sleep UK
Dear Nathan,
Thank you for taking the time to share your feedback with us.
We want to say sorry for the delay with your delivery, the condition of the packaging upon arrival, and the missed removal of your old mattress as previously agreed upon, as well as your experience with the mattress quality and support received. It is completely understandable how important it is to have every part of your delivery, removal service, and product meet your expectations smoothly.
To Investigate and to ensure this is handled with the highest priority and to look into this for you, more information has already been requested. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received.
Your time and patience are truly appreciated as steps are taken to make things right for you. Dedicated support will be provided every step of the way to ensure your concerns are thoroughly addressed.
Wishing you a great night's sleep and a day ahead.
Warm regards,
Bryle From Emma
Delivery was good ordered Sunday…
Delivery was good ordered Sunday arrived on Wednesday although box was open on top and bit of dpd tape on the bottom box was bigger than the item minor things but detail matters to me when ordering expensive items, the matterress inflated well on opening the zip i found that one of the layers is a thin white line not sure what that does, me and my partner find it to soft not a bit firm and the side cave in on the edge give it a bit longer yet I'm on the fence, don't no if they send enything to firm it up instead of sending it back 200 nights is a good gesture though?
August 1, 2026
Reply from Emma Sleep UK
Dear Mark,
Thank you for reaching out and taking the time to share your feedback.
So sorry about the condition of the box upon arrival, as well as the concerns regarding the softness and edge support of your new mattress. It is completely understandable to expect everything to arrive in pristine condition and to feel just right for you and your partner, especially when purchasing an important item. Your positive note on the quick delivery and the 200-night trial is truly appreciated.
Regarding the delivery, we want to say sorry for the fact that the packaging arrived open and taped. Every product leaves the warehouse perfectly neat, clean, and in excellent condition. To help provide some clarity, direct control is not held over partner couriers once orders are handed over for transit. While reputable delivery companies are used to ensure safe transit, factors on the road, such as handling during busy sorting shifts or shifting packages inside the delivery van, can sometimes lead to unexpected packaging damage. Rest assured that this is definitely not the standard set, and your comments will be used to address this with courier partners.
To ensure this is handled with the highest priority, your concern has already been transferred directly to the senior team, who will be in touch via email very shortly to guide you on options for adjusting the firmness so you can get the best possible comfort.
Thank you so much for your patience, and dedicated support will be provided every step of the way to make sure everything is taken care of for you.
Wishing you many wonderful and restful nights ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Vicky,
Thank you so much for taking the time to share your review with us.
Reading your feedback truly made our day. We are so happy to hear that you are loving your product and that it has met your expectations. Knowing that you think it is an excellent product means the world to our team, as we always strive to give you the best comfort possible.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help, and we are always happy to support you.
Wishing you many wonderful and restful nights ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear JJ,
Thank you so much for taking the time to share your review with us.
Reading your feedback truly made our day. We are so happy to hear that you had an easy ordering process, found a great deal in our outlet, and received your order with quick delivery. Knowing that you had such a smooth and pleasant experience with us means a lot to our team.
If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help, and we want to make sure you continue to enjoy the absolute best experience with us.
Wishing you many wonderful and comfortable nights of sleep ahead.
Warm regards,
Bryle From Emma
Received pillow through
Received pillow through. It looks like there is blood on it, I sent a complaint through on Thursday, it is now Monday 3:30 and haven’t heard back. Awful service. Sending the product back
August 1, 2026
Reply from Emma Sleep UK
Dear Lauren,
Thank you for sharing your review with us regarding your order.
So sorry about the condition of the pillow you received and the delay in responding to your original message. This was certainly not intended to happen, as our team has been experiencing a very high volume of queries lately. Your understanding during this busy time is genuinely appreciated.
Looking at the records here, a colleague was able to provide an update recently regarding the return and refund process to help make everything go as smoothly as possible. Please remember to reach out once the item has been returned so assistance can be provided with processing the refund as soon as possible.
While it is sad to see you go, please know that our team is always more than willing to resolve any concern, even in complex instances like this. If you ever decide to try an Emma product again in the future, rest assured that full support will be right here for you. Just reach out, and assistance will jump straight into finding a solution.
There is a complete commitment to learning from this experience to ensure a much better and more reliable service for you moving forward. Thank you so much for your continued patience while everything is being made right for you.
Wishing you all the best ahead.
Warm regards,
Bryle From Emma
Good quality product
Good quality product, I have not put it together yet I am looking forward to doing that and putting it in my bedroom
July 31, 2026
Reply from Emma Sleep UK
Hi,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and are so happy to hear that you are pleased with the quality of your product. It is so exciting that you are getting ready to set it up in your bedroom, and we hope it makes your room feel extra cozy and comfortable once it is all put together. We want to assure you that our products are made to give you great comfort and last for a long time, so you can look forward to many wonderful, restful nights ahead.
If you ever have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help, and our team will always be happy to assist you every step of the way.
Have a great night's sleep and a day ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Janice,
Thank you so much for taking the time to share your feedback with us/
Reading your review brought a big smile to our faces. We are so glad to hear that everything has been going great so far and that you are finding your new mattress very comfortable. Making sure you enjoy cozy, restful sleep every single night is what we care about most, so hearing your positive feedback means a lot to our team.
If you ever have any concerns, questions, or need anything at all in the future, please don’t hesitate to contact us. We are always here and more than happy to help you out.
Wishing you many more comfortable and restful nights ahead.
Warm regards,
Bryle From Emma
Would highly recommend this company
Would highly recommend this company, Lovely mattress and free gifts also swift delivery thankyou.
July 12, 2026
Reply from Emma Sleep UK
Hi, Mrs. Ashurst,
Thank you so much for taking the time to share your feedback with us.
We are absolutely delighted to hear that you are enjoying your lovely new mattress and your gifts! Providing a swift, seamless delivery experience is always our top priority, so it means the world to us to know we met your expectations.
Your kind recommendation is deeply appreciated by the entire team.
Wishing you many restful nights ahead! Should you ever need anything else, please feel free to reach out, we are always happy to help.
Warmest regards,
Ian from Emma
Delivery was super fast.
Delivery was super fast.
We nearly spent over £1000 on a mattress & decided to try this for just over £300.
Absolutely delighted!
Definitely would purchase from here again/
August 2, 2026
Reply from Emma Sleep UK
Hi, Laura,
Thank you so much for taking the time to share such a lovely review with us.
We are absolutely delighted to hear how pleased you are with your new mattress! It is fantastic to know that our swift delivery met your expectations and that we could help you save so much without compromising on quality or comfort. Providing excellent value to our customers is at the heart of everything we do.
We truly appreciate your support and look forward to welcoming you back again in the future. Wishing you many wonderful nights of sound sleep!
Warmest regards,
Ian from Emma
soooo comfy
Mattress came exactly when it said it would, i’ve had the best nights sleep since!
July 31, 2026
Reply from Emma Sleep UK
Hi, Lauren,
Thank you so much for taking the time to leave such a wonderful review.
Reading your feedback truly made our day. We are so glad to know that your mattress arrived right on schedule, exactly as expected. Even more than that, we are thrilled to hear that you’ve been getting the best night's sleep ever since it arrived. Providing a comfortable mattress that helps you wake up feeling rested and refreshed is everything we strive for, so knowing how happy you are with it means the world to us.
Your trust and support mean a lot to our team. If you ever have any questions, need advice on caring for your mattress, or need help with anything else in the future, please do not hesitate to reach out to us at any time. We are always right here and more than happy to assist you.
Wishing you many more restful nights and wonderful sleep ahead.
Warm regards,
Bryle From Emma
Guarantee is a joke!
Had mattress around 1.5/2 years. A serious issue has developed.
A lump has appeared in middle despite me regularly turning.
When you sit/lay on either side it is sinking and now you sleep on a slope not matter what side. I am Waking with severe issues in back and neck!
Contacted customer services, was originally told to lay a spirit level across and take photos. So I did. Shows obvious dip both sides. They have replied now asking me
- Remove the white and grey mattress cover to expose the foam core.
- Place two similar heavy household items on the mattress—one on the affected area and one on a flat area.
- Lay a straight object, such as a broomstick or mop handle, across the two weights.
- Use a tape measure or ruler to show the gap between the straight edge and the mattress.
- Take the photo horizontally so the full dip and measurement are visible.
Suitable weights include:
- Two full 1.5L or 2L water bottles
- Two hardcover books
- Two 1 kg bags of rice or sugar
- Two cartons of milk or juice
I don’t think this will work as the dips are on either side! I Feel like I am going to be jumping through hoops to claim on their apparent ‘10 year guarantee’ !! Don’t know why the initial photos they asked for wasn’t enough!
I’m so annoyed! And these are not exactly a cheap mattress but yet ones from Ar9os etc have lasted a lot longer than this!
If I were you I would save your money as the guarantee isn’t worth the paper it’s written on!
July 31, 2026
Unprompted review
Reply from Emma Sleep UK
Hi,
Thank you very much for taking the time to share your feedback.
It is completely understandable how challenging it feels to deal with a mattress developing a lump and sinking on either side after almost 2 years of use, especially when waking with back and neck discomfort. Expecting a straightforward process when claiming under a guarantee is entirely natural, and we want to say sorry for the extra steps required during this claim.
To offer full clarity on why specific photos are requested, official detailed photos of the foam core under weight are essential for our team to evaluate warranty claims accurately. For example, placing two similar weights (such as two full water bottles or hardcover books) with a straight edge across them allows the team to measure the exact depth of the dip clearly and verify structural core issues. This process ensures that every claim meets the required standards so a replacement or resolution can be approved smoothly under the 10-year warranty. Please rest assured that the 10-year warranty is fully designed to protect your investment, and there is a complete commitment to standing behind the product quality.
To ensure this is handled with the highest priority, more information has already been requested to look into this for you. Kindly fill those details out so further assistance can be provided right away, directly via email once your response is received.
Thank you again for your patience and for bringing this to light. Every piece of input provided is genuinely appreciated, as hearing about customer experiences allows for a clear review of processes to ensure every sleeper receives proper support.
Wishing you a pleasant, peaceful week ahead, and support will remain readily available to help resolve this for you as quickly as possible.
Warm regards,
Bryle From Emma
Poor customer service.
Poor customer service.
Still awaiting a reply 5 days on regarding issue with mattress
August 2, 2026
Reply from Emma Sleep UK
Dear Derrick,
Thank you very much for taking the time to share your feedback.
Understandably, waiting five days for a response regarding a mattress issue is not the expected experience. Expecting prompt updates and timely assistance is entirely natural, and we want to say sorry for the delay in getting back to you. The team has been experiencing a very high volume of queries lately, and your understanding during this busy time is genuinely appreciated.
To ensure this is handled with the highest priority, your concern has already been transferred directly to the senior team, who will be in touch via email very shortly. They are best equipped to look into your mattress details right away and ensure a swift resolution is provided for you.
Thank you again for your patience and for bringing this to light. Every piece of input provided is genuinely appreciated, as hearing about customer experiences helps ensure every sleeper receives the right attention and care.
Wishing you a pleasant, peaceful week ahead, and support will remain readily available to help you every step of the way.
Warm regards,
Bryle From Emma
Absolutely love my Emma mattress its so…
Absolutely love my Emma mattress its so comfortable very happy
July 31, 2026
Reply from Emma Sleep UK
Dear Linsey,
Thank you so much for taking the time to share your wonderful review with us.
Hearing that you absolutely love your new Emma mattress and that it is bringing you so much comfort and happiness truly brightens our day. Your kind words mean the world to us, and knowing that you are enjoying such a great sleep experience is the best feedback we could ever hope to receive. It is always our main goal to ensure that you have a wonderful journey with us from start to finish.
Thank you once again for choosing us and for sharing your wonderful experience. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more peaceful, cozy, and restful nights ahead, and hope you have an amazing week,
Warm regards,
Bryle From Emma
Bought it when it was a free upgrade
Bought it when it was a free upgrade , good price for the quality, arrived on time 1week in and it feels great
August 2, 2026
Reply from Emma Sleep UK
Dear Dean,
Thank you so much for taking the time to share your review with us.
Hearing that you got a great price with the free upgrade, that your delivery arrived on time, and that your new mattress feels great after your first week truly makes our day. Your feedback is deeply appreciated, and knowing that you are getting great quality and comfort means the world to us. It is always our main goal to make sure you have a wonderful experience from start to finish.
Thank you again for choosing us and for sharing your positive thoughts. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more comfortable and restful nights of sleep, and hope you have an amazing week ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Sophie,
Thank you so much for taking the time to leave us such a wonderful review!
We are delighted to hear that you had a great experience with our service. Your feedback means a lot to our team and brightens our day.
Thank you for trusting Emma! If there is ever anything else we can assist you with, please do not hesitate to reach out. We'll be glad to help!
Warmest regards,
Ian from Emma
Perfect experience
Perfect experience
Very happy with my new mattress. Fast delivery, smooth process, and great product. 5 stars!
August 2, 2026
Reply from Emma Sleep UK
Hi, Kris,
Thank you so much for taking the time to share such a lovely review with us!
We are absolutely delighted to hear that you had a perfect experience and that you are enjoying your new mattress.
Knowing that you appreciated our fast delivery and smooth process truly makes our day. Providing exceptional service and high-quality products is always our top priority, so your 5-star feedback means the world to the whole team.
Wishing you many restful and comfortable nights of sleep ahead! If you ever need assistance in the future, please do not hesitate to reach out.
Warmest regards,
Ian from Emma
Fantastic service brilliant product…
Fantastic service brilliant product best nights sleep ever
August 1, 2026
Reply from Emma Sleep UK
Dear Lee,
Thank you so much for taking the time to share your review with us.
Hearing that you experienced fantastic service and that you are enjoying the best night's sleep ever truly makes our day. Your feedback is deeply appreciated, and knowing that our mattress has given you such wonderful comfort and rest means the world to us. It is always our main priority to make sure you receive the best support and quality care from start to finish.
Thank you again for choosing us and for sharing your positive feedback. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many more peaceful nights of rest and an amazing week ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Jay,
Thank you so much for taking the time to share your review with us.
Hearing that you had a great experience with our service and that you are enjoying your mattress truly brightens our day. Your feedback is deeply appreciated, and knowing that you are getting great comfort and support means the world to us. It is always our main goal to make sure you have the best possible experience from start to finish.
Thank you again for choosing us and for sharing your positive thoughts. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you many wonderful nights of restful sleep and an amazing week ahead.
Warm regards,
Bryle From Emma
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