I bought the Emma Hybrid II Matras + because it was advertised as a firm mattress and I was willing to pay more for better support due to ongoing back pain. Unfortunately, it has been a huge disap... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Very disappointed as well. I bought the hybrid looking for good back support and the first 5 months it was ok but after the mattress became saggy. I bought it via Beter Bed and they were not able to c... See more
Company replied
I switched because my old one felt too bouncy and the edges san whenever i sat to tie my sneakers which got annoying fast. The emma hybrid arrived bed in a box, easy to schedule, and the box was immac... See more
Company replied
In the end, the bed we bought wasn't the right fit for us because it was softer than we expected. I have to admit that after reading some reviews on Trustpilot, I was a bit worried about the retur... See more
Company replied
Company details
About Emma Sleep NL
Written by the company
✓ Meer dan 5.000.000 Emma-slapers wereldwijd
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
✓ Tot 100 nachten proefslapen
✓ Tot 10 jaar garantie
✓ Gratis levering en retour
Ontwaak op je best met Emma Sleep
Written by the company
- Onze producten zijn zorgvuldig ontworpen met jou in gedachten. Ontdek onze hoogwaardige slaapproducten zoals matrassen, bedden, boxsprings, kussens en toppers.
- Emma Sleep is inmiddels 's werelds grootste slaapmerk, actief in meer dan 30 landen. We blijven ons voortdurend inzetten voor het verbeteren van de slaapervaring. Omdat wij geloven dat een goede nachtrust leidt tot een beter welzijn.
Een echt zorgeloze slaapervaring
Onze beloftes
Tot 100 nachten proefslapen - We bieden 100 nachten proefslapen aan op al onze producten, met uitzondering van kussens, zodat je je nieuwe Emma-producten thuis kunt uitproberen.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Tot 10 jaar garantie - We gebruiken alleen de beste materialen van de beste leveranciers. Deze materialen zijn zelfs zo goed dat we op de meeste producten 10 jaar garantie geven.
Gratis levering en retour - Is het toch niet precies wat je zocht? Geen probleem. Neem contact met ons op, en wij zorgen ervoor dat je product gratis wordt opgehaald en jij je geld terugkrijgt.
Contact info
Netherlands
- https://www.emma-sleep.nl/
- emma-sleep.nl
3.3
Average
19K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Cancelled Order and Poor Customer Service Experience
I placed an order for a pillow on the Emma website, and although the order was confirmed, it was cancelled a few days later with no reason provided. I had applied an official promo code, and it is disappointing that a company of Emma’s size appears unable to honour its own discounts. This experience reflects very poorly on their customer service.
December 9, 2025
Unprompted review
Reply from Emma Sleep NL
Dear Ufuk,
Thank you for sharing your experience with us. We are sorry to hear that your order was unexpectedly canceled. We understand that this is disappointing and that you had an unpleasant experience as a result.
We would like to point out that a discount code was included at the bottom of the cancellation email, which you can use for a future order.
We apologize for the inconvenience and thank you for bringing this to our attention.
Kind regards,
Emma team
I ordered pillows from Emma and was…
I ordered pillows from Emma and was really looking forward to receiving them, but my order was cancelled without any explanation. No email, no reason, nothing. Just cancelled out of nowhere.
This experience has seriously damaged my trust in this brand. I won’t be ordering from Emma again.
December 5, 2025
Unprompted review
Reply from Emma Sleep NL
Dear Jerome,
Thank you for sharing your experience with us.
We are very sorry to hear that your order was unexpectedly canceled without a clear explanation or notification. This is, of course, very disappointing and absolutely not the experience we want to offer.
We sincerely apologize for the inconvenience and understand that this has damaged your trust in our brand. This should not have happened, and we take your feedback seriously in order to improve our communication and service.
If you would still like to contact us, we would be happy to work with you to find a suitable solution.
Kind regards,
Emma team
Not 5 star product but I would consider the brand as candidate for next purchase.
I ordered the Emma origin bed. Unfortunately, it doesn't meet the expectation. Although the product description says it's a easily assembling product, it's not. Very user unfriendly design, manufacturing tolerance is not taken into account which lead to the bad assembling quality. For example, I hardly can compensate the four supporter foot height. Also some screw holes was blocked by wood debris from manufacturing process.
The material of the product is well in high quality.
December 7, 2025
Reply from Emma Sleep NL
Dear Peng,
Thank you for taking the time to share your experience with us. We are pleased to hear that you are satisfied with the quality of the material, but we are sorry that the assembly did not meet your expectations and that you experienced problems with the manufacturing tolerances and screw holes.
We take your feedback seriously and will pass it on internally to our product team so that we can further improve the assembly quality. If you encounter any practical problems when using your bed, please let us know at service@emma-sleep.nl. We will be happy to work with you to find a suitable solution.
Kind regards,
Emma team
I've had the mattress for just three…
I've had the mattress for just three years and around a month ago I started waking in the night with hip and shoulder pains. I contacted Emma to report the matter and they suggested I send them photographs of the mattress with weights at different points on the mattress to show whether the mattress was sagging in any way. It seems to me that the mattress needs replacing because it is faulty but Emma are making it as difficult as possible to provide a new mattress. I notice that on independent bed reviews that suffering from hip and shoulder pain when using a Emma mattress is a common complaint. I'm very disappointed with their response and will look elsewhere for a replacement mattress.
November 12, 2025
Unprompted review
Reply from Emma Sleep NL
Dear Falsome,
Thank you for sharing your experience with us.
We are sorry to hear that you are experiencing pain after three years of use and that you are disappointed with the way your complaint has been handled. We understand that this is very upsetting for you and that the process of assessing your mattress can feel complicated.
We take your feedback seriously and will pass it on internally to further improve our service. In order to help you properly, we need proof that your mattress is defective. We understand that this is not the answer you were hoping for, but we want to support you as best we can within the warranty conditions.
Kind regards,
Emma team
Great topper
Great topper! very good quality and perfect for people with lower back pain. Would totally recommend it.
November 20, 2025
Reply from Emma Sleep NL
Dear Evelyn,
Thank you for your review.
What a wonderful review! It's great to hear that the mattress topper is such good quality and relieves your lower back pain.
Thank you for your recommendation, it means a lot to us!
Kind regards,
Team Emma
Very Disappointed with the Service
I ordered pillows on promotion from Emma. The delivery took more than 15 days and in the end, it never arrived. Emma’s delivery partner claimed they couldn’t find my address, even though I received packages from other delivery companies on the exact same days without any issue.
They also claimed they didn’t have my phone number… yet I received a text message from them informing me that the delivery was cancelled and that the pillows were being sent back to Emma. Clearly, they did have my contact details.
I then contacted Emma’s customer service, but they offered no solution and took no responsibility. They simply told me to place a new order, even though the item was no longer on promotion. They didn’t offer anything to make up for their mistake.
In short: disappointing service and a lack of professionalism from both the delivery partner and Emma’s customer service.
November 15, 2025
Reply from Emma Sleep NL
Dear,
Thank you for your review. We are sorry to hear that your pillows were not delivered, which is of course not what you expected.
We have seen that the address was not provided in full, which unfortunately meant that the delivery could not be made. In that case, we will refund the purchase amount and you can place a new order yourself if you wish.
We hope to be of better service to you with your next order and wish you a pleasant day!
Kind regards,
The Emma team
Clear product offering
Clear product offering, experience as described and fast product shipment
November 19, 2025
Reply from Emma Sleep NL
Dear Sophie,
We are delighted to hear that our product range was clear to you and that your experience matches what we promise. It's great that the shipment was fast too, that's how it should be!
Kind regards,
Team Emma
Reply from Emma Sleep NL
Hoi Tanya
Wat fijn om te horen dat je zo tevreden bent met je nieuwe matras en dat de levering soepel is verlopen!
We wensen je heel veel comfortabele nachten en uitgerust wakker worden toe.
Groetjes,
Team Emma
Months of delay in delivery
Months of delay in delivery without proper communication. Avoid, choose something else
November 15, 2025
Unprompted review
Reply from Emma Sleep NL
Dear Marijn,
We are sorry to hear that your delivery has been delayed for months and that you found our communication insufficient. That is absolutely not the experience we want to offer our customers. We sincerely apologize for the inconvenience and disappointment.
Thank you for sharing your experience with us. This helps us to further improve our service. 💙
Kind regards,
Team Emma
Pretty good for a mattress in a box.
Emma is pretty good for a mattress in a box. The one I bought even has air coils. It’s pretty firm. The last one we bought from Emma didn’t stay firm very long and was uncomfortable within a year, so I’m hoping this one remains the same for at least a couple years. You get what you pay for with Emma. It’s decent enough and comparable to other mattresses in a box.
November 2, 2025
Reply from Emma Sleep NL
Dear Rachel,
Thank you for your detailed and honest review. We are pleased to hear that you are satisfied with the comfort and firmness of your new mattress, and that you appreciate the air springs.
We understand that your previous experience with a mattress that did not remain firm for very long has influenced your expectations. We sincerely hope that this model will offer you long-lasting sleeping comfort.
If you have any questions or comments in the future, we are always here to help. Thank you for your trust in Emma! 💛
Kind regards,
Team Emma
Too soft for a medium hard mattress
The mattress was too soft for my personal preference. The return process is difficult. I started my return over 10 days ago, and have not heard back from the Emma team. Finding contact information on the webpage is also difficult; they want me to speak to a chatbot. The quality of the mattress seems to be good. Too bad there was no possibility to try the mattress in a physical store.
October 19, 2025
Reply from Emma Sleep NL
Dear Mary,
Thank you for sharing your experience. We are sorry to hear that the mattress did not meet your expectations and that the return process has not been smooth so far. That is, of course, not what we intend.
We apologize for the delay in responding. Due to the current high volume of orders, it can sometimes take a little longer to process return requests, but we understand that this is frustrating.
We appreciate your feedback on both the mattress and our service, and will take this into account to improve our processes and communication. If you have not yet received a response, please feel free to contact us again, we are happy to help. 💛
Kind regards,
Team Emma
What they promise, is what you get.
Beschrijving van het product is ook wat het werkelijk is. Goede kwaliteit klantenservice. Heldere communicatie. Tevreden met het product.
October 31, 2025
Reply from Emma Sleep NL
Hallo Hank,
Hartelijk dank voor je mooie review! We zijn blij om te horen dat je tevreden bent met het product én onze klantenservice.
Bij Emma doen we ons best om waar te maken wat we beloven, en het is geweldig om te lezen dat dat in jouw ervaring ook zo is.
We wensen je nog veel comfortabele nachten toe. 💙
Vriendelijke groet,
Team Emma
This is honestly the WORST mattress…
This is honestly the WORST mattress I’ve ever had. I really don’t understand all the rave reviews. I’m 36, perfectly healthy, and since buying this mattress I’ve had back pain every single day. It’s been a year of awful, restless nights.
The corners started to sag shortly after purchase, and when I contacted customer service to return it, they sent me a so-called “topper”, which turned out to be just a thin layer of foam, without any cover and not even the right size! By the time I realized it, I had lost the chance to return the mattress.
Now I’m stuck with it and honestly disgusted. Be warned, there are far better options out there, especially at this price.
October 30, 2024
Unprompted review
Reply from Emma Sleep NL
Dear Giulia,
Thank you very much for your honest and detailed review. We sincerely apologize for your negative experience.
What you describe is absolutely not what we want our customers to experience. Back pain, a mattress that sags quickly, and a topper that does not meet expectations are serious complaints.
We understand that this has affected your confidence in our brand. If there is demonstrable damage that is covered by the warranty, we will of course be happy to help you.
Once again, our sincere apologies. We take your feedback seriously and use it to further improve our products and service. 💙
Kind regards,
Emma team
Reply from Emma Sleep NL
Hello Gerardo,
We are delighted to hear that! 😊We are pleased that you are satisfied; that is what we strive for.
Enjoy your purchase and thank you for placing your trust in Emma Sleep! 💙
Kind regards,
Emma team
Switched to emma hybrid.
I switched because my old one felt too bouncy and the edges san whenever i sat to tie my sneakers which got annoying fast. The emma hybrid arrived bed in a box, easy to schedule, and the box was immaculate; after about 6 weeks, the medium firm feel has my lower back calmer and my hip pain noticeably reduced. Motion isolation is clearly better than what I used before, and the edge support is solid enough that i dont feel like im slidding off. The 100 night trial and 10 year warranty gave me peace of mind, and i grabbed it during a promo so the price landed well. if you want supportive without stiff, this feel like a smarter upgrade.
October 12, 2025
Unprompted review
Reply from Emma Sleep NL
Hi Kassandra,
Thank you for your detailed and valuable review! 😊
We are delighted to hear that you consider the switch to the Emma Hybrid a smart upgrade. We understand how annoying it can be when a mattress is too springy and does not provide sufficient edge support, so it's great to hear that your lower back feels more relaxed and your hip pain has decreased. 💙
We are also pleased to hear that the delivery went smoothly and that the packaging was in perfect condition. The combination of medium firmness, good motion isolation and firm edges makes the Hybrid a comfortable and stable choice. And with the 100-night trial and 10-year guarantee, we hope to provide you with a good night's sleep for many years to come.
If you have any questions or feedback in the future, we are always here for you! 🛏️✨
Kind regards,
Team Emma
Good quality/price
Delivery was late but everything was well explained. The packages were organized and protected. The quality of the bed that we choose is what we expected. Thank you!
October 8, 2025
Reply from Emma Sleep NL
Hello,
Thank you for your lovely review! 😊
We are glad that the quality of the bed meets your expectations and that everything was delivered properly and clearly, even though it was a little later than planned. We are happy to hear that the packages were well organised and well protected.
Thank you for your trust in Emma, and we wish you many more comfortable nights! 💙
Kind regards,
Emma team
Perfecte matras
October 8, 2025
Reply from Emma Sleep NL
Hoi Henk,
Wat fijn om te horen!
Een perfecte matras kan echt een wereld van verschil maken voor je slaapkwaliteit en dagelijkse energie.
Slaap zacht!
Vriendelijke groeten,
Emma team
Great service and the mattress is so so…
Great service and the mattress is so so comfortable.
June 1, 2025
Reply from Emma Sleep NL
Hello May,
What a wonderful review, thank you!
Great service and a mattress that is so comfortable... that makes us happy!
We hope you enjoy your well-deserved rest every night and wake up feeling refreshed.
Kind regards,
the Emma Sleep team
Matras en service is top
Matras is top.
Factuurfout werd goed en zeer coulant opgelost. Dus ook goede aftersales service. Compliment
October 3, 2025
Reply from Emma Sleep NL
Hoi Arno,
Wat een mooie review, dankjewel! 😍 Super om te horen dat je zo tevreden bent over zowel de matras als onze service. En fijn dat de factuur fout snel en soepel is opgelost, daar staan we voor! 🛏️💙
We wensen je nog véél comfortabele nachten toe! 🌙✨
Liefs,
Emma Team
Unfulfilled order and no communication
My order was simply never delivered, after back-and-forth with support they eventually stopped responding entirely. Near 2 months of waiting and nothing to show for it but frustration.
September 29, 2025
Unprompted review
Reply from Emma Sleep NL
Hi Steve,
We are very sorry to hear that you have been waiting for so long and your order still hasn't been delivered 😔. We understand that this is very frustrating.
Please feel free to contact us. We are ready to look into the matter with you and will do our utmost to get all orders to our customers as quickly as possible 💙📦.
Kind regards,
Emma team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.