The product is nice. I would definitely give 5 stars for that, however the delivery was pathetic, which was annoying and trying to reach out to the customer care was another annoyance as the chatbot... 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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Absolutely brilliant service for an Emma Original king size mattress delivered free, quickly and safely packaged to the door. An expensive item but worth the money as it's so important to get a luxuri... See more
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Was worried about some of the reviews on here after I ordered a king size Emma Original Elite Mattress however was a good price and was delivery within 2 weeks. Great delivery service from DX who coll... 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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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
100% good mattress
I'm shocked how great my new mattress is, been suffering with bad back for ages and thought I'll give emma a try due to the sales. The quality is very good, very quick delivery. If i had known that this would help my back, I would have purchased it ages ago. Me and my partner are having good nights sleep now. Thank you Emma.
August 1, 2026
Reply from Emma Sleep UK
Hi,
Thank you so much for sharing your wonderful feedback!
We are absolutely delighted to hear how much of a difference your new mattress has made for you and your partner.
Knowing that you are both enjoying restful nights and that your back is feeling so much better truly brightens our day. We are thrilled that the quick delivery and product quality exceeded your expectations.
Thank you for choosing Emma. If you ever need anything else in the future, please feel free to reach out. We are always happy to help.
Warmest regards,
Ian from Emma
Simple to order
Simple to order, seems like a good product and on offer at the time, delivery was prompt…
August 1, 2026
Reply from Emma Sleep UK
Dear, Richard,
Thank you so much for taking the time to share your feedback with us!
We are delighted to hear that you found ordering straightforward, enjoyed the offer, and received your delivery promptly. It is wonderful knowing you are pleased with your purchase so far.
Thank you so much for trusting Emma! If you ever need any further assistance or have questions in the future, please feel free to reach out, we are always happy to help.
Warm regards,
Ian from Emma
Really disappointing experience
No mattress ever delivered and customer support is none existent.
August 1, 2026
Reply from Emma Sleep UK
Dear Sam,
Thank you very much for taking the time to share your feedback.
Every review provides an opportunity to make things right, and hearing from you is genuinely appreciated. It is completely understandable how disappointing it feels when a mattress order has not arrived and getting through to customer support proved difficult. Expecting a smooth delivery process and prompt communication is entirely natural, and we want to say sorry for the delay experienced with your order.
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 delivery details right away and ensure a swift resolution is provided for you.
Thank you again for your patience and for bringing this to light. Wishing you a wonderful and pleasant week ahead, and support will remain readily available to help you every step of the way.
Warm regards,
Bryle From Emma
Terrible company. Only interested in sales.
Always trust your gut. I ordered a package deal, 'free pillows and mattress protector'. After finding the products cheaper elsewhere, I tried to cancel the order. Of course, they didn't read this email until after they dispatched the order the next day. They said the only way to cancel would be to decline the delivery. I decided to give them a chance as thought the fact I bought it direct would make things easier if I had to return under warranty. How wrong I was. I used a blue light discount which turns out to be a loophole for Emma to only partially refund your transaction as they then class as separate purchases despite debiting my account as one transaction.
Also, at first I only wanted to exchange the mattress as it is faulty (The corners have not expanded and the top foam overhangs the springs) but Emma have a ridiculously complicated process and because they made this so difficult I felt my only option was to reject the order and shop elsewhere. I am now trying to formally complain to the CEO and failing that I will have to raise a section 75 claim with my bank.
I honestly wanted to love this company but my experience has been nothing but frustration and now anger. Avoid!!
**update** after many emails back and forth and pointing out my rights etc, Emma have processed my refund for the full amount and arranged collection of the full bundle which I am grateful for. Now just got to hope the collection goes smoothly!
July 29, 2026
Unprompted review
Reply from Emma Sleep UK
Dear Romy,
Thank you for sharing your feedback and taking the time to detail your overall journey with us.
It is completely understandable how challenging the cancellation and partial refund process felt initially, especially regarding the Blue Light discount allocation and bundle breakdown. Dealing with product expansion issues on the mattress corners and top foam layer certainly added extra steps, and wanting a seamless exchange experience is entirely reasonable. We want to say sorry for the friction faced during those email exchanges and for the effort required to get the full resolution sorted out.
It is very encouraging to know that the full refund has now been processed and the collection for the entire bundle has been successfully arranged. Smooth collection arrangements remain the top priority, and every step is being taken to ensure the final pickup goes seamlessly.
We are committed to learning from this experience to ensure we provide a much better and more reliable service for you in the future. Thank you for your continued patience as we work to make this right. Please know that our team is always more than willing to resolve any issue, even in complex instances like this. If you ever decide to try an Emma product again in the future, you can rest assured that support will always be right here for you. Just reach out, and finding a quick solution will be the top priority.
Every piece of insight provided is truly appreciated, as it allows for a clear look into where processes can be smoothed out. If you have any concerns or questions, please don’t hesitate to contact us. We’re here to help.
Wishing you a wonderful and restful day ahead.
Warm regards,
Bryle From Emma
Refurbished mattress
We got the refurbished original mattress and absolutely love it! You would never know it’s refurbished, looks and feels brand new. Getting the best nights sleep now.
Fast delivery and great communication, would recommend an Emma mattress to anyone
July 27, 2026
Reply from Emma Sleep UK
Hi, Lisa,
Thank you so much for taking the time to share your delightful experience with your refurbished original mattress!
We are thrilled to hear that your refurbished original mattress feels brand new and that you are enjoying the best night's sleep. It is fantastic to know that you had a smooth delivery experience and were happy with our service. Your recommendation means the world to our team.
Thank you so much for trusting Emma! If you ever need anything else, please feel free to reach out. We wish you many more restful nights ahead.
Warm regards,
Ian from Emma
Ridiculous return policy...
Ridiculous return policy for unopened items. When my order (original pro - king size) was delivered the box was damaged but the rolled up mattress inside looked well wrapped (although the wrapping itself was a bit grubby looking). When I took the mattress upstairs I noticed through the wrapping a ladder-type pull in the cover. I opened the wrapping by tearing by hand just to make sure it was actually an issue with the cover itself and not just a mark on the wrapping. It was a ladder in the cover so I went online to request a replacement. First issue was the returns portal would not accept my photo as stated file too large although within size limit so I called customer service. I was advised that I would have to fully open the item and take a photo of the sticker located inside the mattress cover. So, instead of having a rolled up mattress that could easily be put to one side I now have a fully expanded king size mattress sitting in my study. To make matters worse, the sticker was not even inside the mattress cover, it was stuck to the outside wrapping. Upon opening the mattress fully I also discovered two further pulls in the cover. I was initially going to ask for a replacement mattress but if this is the level of customer care Emma provide then I will call it a day and purchase a different brand of mattress elsewhere, I just hope there is no rigmarole getting the item collected.
July 31, 2026
Unprompted review
Reply from Emma Sleep UK
Dear Rob,
Thank you for taking the time to share your review and experience.
It is completely understandable to feel unhappy about receiving a brand-new mattress with a damaged box and fabric pulls on the cover after expecting everything to arrive in pristine condition. We want to say sorry for this experience and for the difficulty encountered with the returns portal photo upload and collection requirements.
Regarding the delivery, products are always dispatched from the warehouse perfectly clean, neat, and in excellent condition. However, there is no direct control over independent partner couriers once orders are handed over for transit. Factors during transit, such as handling during busy sorting shifts or movement inside delivery vans, can occasionally result in unexpected packaging damage. This is certainly not the standard expected, and this feedback is very valuable in helping address courier performance.
To ensure this concern is handled with high priority and investigated properly, more information has already been requested directly. Kindly fill out those details, so further assistance can be provided right away via email once a response is received.
Thank you once again for your patience and for bringing this to light. Wishing you a peaceful and wonderful day ahead.
Warm regards,
Bryle From Emma
Incredibly comfortable
Incredibly comfortable, and very quick with support to allow me to return a small double mattress in order to replace it with a full double
July 24, 2026
Reply from Emma Sleep UK
Hi, Daniel,
Thank you so much for taking the time to share your experience with us!
We’re delighted to hear that you found our mattress incredibly comfortable, and we truly appreciate your kind words about our support team.
We strive to make the process as smooth as possible, especially when it comes to exchanges. Likewise, we're glad that we could assist you and help you find the perfect full double mattress for your needs.
Thank you for your trust in Emma! If you have any further questions or need assistance in the future, please don’t hesitate to reach out. We’re here to help!
Warm regards,
Ian from Emma
Disappointing delivery of bundle items but no mattress to use them on!
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 pillows, mattress cover and duvet - pretty useless without a mattress!! After a phonecall to customer service, I was told there was a delay in delivery of the heavier items, ie mattresses! I had already taken time of work to stay in for the one delivery and now had to take more time off to await delivery of the missing mattress. Not very streamlined at all with regards to the delivery set up but once the mattress was received, very comfortable. Please do not advertise the add-on items as a bundle with the mattress and not deliver the mattress with them!
July 28, 2026
Reply from Emma Sleep UK
Dear MCC,
Thank you very much for sharing this detailed review and feedback.
Your time and effort in writing to us are truly appreciated, and we want to say sorry for the inconvenience caused by having your items delivered in separate shipments, as well as the extra time taken out of your schedule. It is wonderful to hear that the mattress is very comfortable now that it has arrived.
To help explain how this situation occurs, the warehouse team always dispatches full orders at the exact same time to partner couriers whenever they arrive for pickup. However, independent courier companies manage their own distribution hubs, delivery vans, and sorting routes. Heavier items like mattresses are often handled on different transport vehicles or separate delivery routes compared to smaller parcels like pillows, duvets, or protectors. If a vehicle reaches maximum weight limits or experiences route changes, the courier may split the items into separate drops. Because these partner couriers operate independently, there is no direct control over their daily schedules or specific routes once the items leave the warehouse.
This valuable insight regarding bundle orders and delivery setups will be passed directly to the team so continuous improvements can be made for a smoother service in the future for everyone.
Thank you once again for your patience and for choosing us. 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 and restful nights of sleep ahead.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Dear Niamh,
Thank you so much for taking the time to share your review with us.
We truly appreciate your feedback and are so glad to hear about your great experience. It brings us so much joy to know that your order arrived superfast and even earlier than you expected. We are also thrilled to hear that you are finding your new mattress very comfortable. Our main goal is always to make sure you get quick delivery and a peaceful, wonderful sleep every single night.
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 cozy, happy, and restful nights of sleep ahead. Have a fantastic day.
Warm regards,
Bryle From Emma
The website is a joke
The website is a joke. Try and do a search it offers you a quiz. Put up with the quiz and you just get offered one bed!
July 31, 2026
Unprompted review
Reply from Emma Sleep UK
Dear Ralph,
Thank you for taking the time to share your feedback regarding your experience on the website.
Your thoughts and insights are truly appreciated, as they help highlight important areas where navigation can be made much simpler and more direct for every visitor. We want to say sorry for the difficulty experienced while trying to search for products and navigate through the quiz feature. It is completely understandable how it feels to complete a quiz only to be presented with a single bed option when expecting a full search result. Every customer deserves a smooth, clear, and effortless browsing journey from start to finish.
Your feedback regarding website navigation and search results is being taken very seriously so that online features can be improved for a much better user experience. We deeply appreciate your time and patience as continuous efforts are made to refine our digital services.
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 once again for bringing this concern to our attention. We remain fully committed to helping you find the exact product you are looking for as quickly as possible.
Wishing you a pleasant, restful, and wonderful day ahead.
Warm regards,
Bryle From Emma
Delivered on time .pleasant and helpful…
Delivered on time .pleasant and helpful delivery team. This is a spare bed matress so have not slept on it yet but looks good and feels good too
July 30, 2026
Reply from Emma Sleep UK
Dear Mr. & Mrs. D Barker,
Thank you so much for taking the time out of your day to leave us such a wonderful review.
We truly appreciate your feedback and are so grateful to have had the opportunity to serve you. It brings us immense joy to hear that your experience went so smoothly from start to finish, from the package arriving right on time to our delivery team being both pleasant and helpful. We know how much of a difference polite, prompt service makes, and we are thrilled that they provided you with such positive assistance.
It is also fantastic to hear that your new spare bed mattress looks and feels great so far. Even though you haven't slept on it just yet, we are confident that it will offer your family, friends, and visiting guests an exceptionally comfortable, cozy, and restful night’s sleep whenever they come to stay.
Thank you once again for choosing us to be part of your home. If you have any concerns or questions in the future, please don’t hesitate to contact us. We’re here to help.
Wishing you and your guests many wonderful, peaceful, and refreshing nights ahead. Have a fantastic day.
Warm regards,
Bryle From Emma
Reply from Emma Sleep UK
Hi, Yvonne,
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 finding your mattress topper so comfortable. Knowing that our topper is providing you with such great comfort and support means a lot to our team. We always aim to deliver top-quality sleep products to help you get the rest you deserve every single night.
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 cozy, peaceful, and wonderful nights of sleep ahead! Have a fantastic day.
Warm regards,
Bryle From Emma
Such liars and no responsibility or…
Such liars and no responsibility or credibility. Website shows 5 to 7 working days delivery , more than a month still not received it and had to cancel. Mislead to buy their mattress spend money and in a new house had to lie on the floor. Back pain and other issues. Called multiple times. Each time they feed you with lies. My other friends who ordered it later recieved it. These people say mattress under replenishment and can only be delivered after 2 more months. Who says that to a customer. My take on this I have applied code and got it for a good price, may be they don’t accept it. Cancelled the order refund processing in 14 days was the message , then after came next blow , internal hiccup refund delayed, totally frustrated and don’t know what else to do , hope you guys understand what Iam going through , please don’t let them torture you , they don’t even care , only just fancy use of words.
July 9, 2026
Unprompted review
Reply from Emma Sleep UK
Dear Deepak,
Thank you for sharing your feedback and taking the time to share your experience with us.
Your honest input is truly appreciated as it helps highlight where improvements are needed. We want to say sorry for the extended delay regarding your delivery timeline, the lack of clear updates during your phone inquiries, the discomfort caused while moving into a new home, and the frustration regarding your refund process. Waiting well past the expected timeframe and having to endure back discomfort while waiting for a resolution is certainly far from the seamless service you deserve.
Your peace of mind and satisfaction matter greatly. 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 once again for your patience and for bringing these concerns to light. We are fully committed to reviewing your case thoroughly and making things right for you as quickly as possible.
Wishing you a peaceful and wonderful rest of your day.
Warm regards,
Bryle From Emma
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