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+1.2x side sleeping
+1.2x back pain relief
+/- lasting comfort
Review data analysis vs. average comparable mattressAutumn 2024 Updates: Emma has recently released their temperature regulating Emma Luxe Cooling Mattress. Recent customers report mostly happy experiences with rare exceptions mentioning delivery and long-term comfort.
Emma is a popular British mattress in a box company. They offer 4 different mattresses: the Emma Original Mattress, Emma Hybrid Mattress, Emma Premium Mattress, and their newest Emma Luxe Cooling Mattress. Their mattresses are made with quality foam (and pocket springs in the Premium, Hybrid, and Luxe Cooling mattresses). With high marks from many happy customers, these mattresses are ideal for those looking for well-balanced comfort.
+1.2x side sleeping
+1.2x back pain relief
+/- lasting comfort
Overall Score: 9.3/10
Customer Satisfaction: 9.3/10
Price Value: 9.2/10
No Back Pain: 9.2/10
Price: £311-£2398
Trial Period: 200 Nights
See More ScoresEmma crafts 4 award winning mattresses: the Emma Original, the Emma Hybrid, the Emma Premium, and the Emma Luxe Cooling mattresses. Most customers describe Emma's mattresses as initially comfortable with most happy customers mentioning high-value comfort. Rare complaints mostly mention returns and durability in some instances.
Emma's mattresses feature proprietary Airgocell® foams, which are open-pored for better air circulation. Unlike traditional memory foam, it is more responsive for a subtler contour. Additionally, their mattresses feature added support features, like pocket springs or zoned high density foams. We'll go through each of these versions so you know which mattress will do best for you.
Here is what's inside their most popular Emma Original Mattress:
Layer 1: The Original's cover layer is made of an 'UltraDry' and breathable synthetic blend fabric. This temperature-regulated cover is also easily removable and machine-washable.
Layer 2: Emma's Point Elastic Airgocell® foam features open-cell technology to enhance cooling and also is more responsive than memory foam. It reacts to you without moulding too much, providing a balanced feel.
Layer 3: The third layer is made of Halo Memory Foam™ that provides superior pressure point relief around the hips and shoulder while delivering targeted spinal support.
Layer 4: The last layer is made of Emma HRX Supreme™ Foam that acts as a supportive base to the mattress. This extra high resiliency foam is zoned with 5 adaptive cut-outs for better, more balanced body weight distribution and support.
Next, we'll go through the Emma Hybrid Mattress:
Layer 1: It all starts with Emma's temperature regulating cover layer. This removable top cover is machine washable for easy cleaning.
Layer 2: The first comfort layer is their breathable Airgocell® memory foam. Designed with an open-pore structure, this layer helps to keep things cool by promoting air flow and wicking away moisture.
Layer 3: Next is a 2cm thick layer of pressure relieving, steel micro-coils. This layer helps provide sleepers with the perfect balance of comfortable support.
Layer 4: Under the micro-coils is a layer of viscoelastic memory foam that works with the layers above to help reduce motion transfer.
Layer 5: The last layer is HRX support foam, which provides a a base structure for the mattress and counter pressure for the layers above.
Next up, we will review what's inside the hybrid Emma Premium Mattress:
Layer 1: The Emma Premium's cover layer is made of a removable, washable UltraDry™ synthetic blend fabric that promotes cooling.
Layer 2: Next comes a layer of Halo Memory Foam™ that promotes pressure relief while contouring to your body.
Layer 3: A layer of Point Elastic Airgocell® breathable foam regulates temperature and keeps things cool by wicking away moisture.
Layer 4: Another layer of Airgocell® foam helps to enhance airflow while offering additional support for your shoulders and hips.
Layer 5: 5 zone individually encased CarbonFlex™ springs provide the main support for the Emma Premium. These zoned coil springs help to eliminate partner disturbance and with varying tension per zone, they seamlessly adapt, enabling proper spine alignment.
Layer 6: The last Emma HRX Supreme™ layer provides a sturdy core structure to the mattress with 5 zoned cut-outs for proper body weight distribution.
Lastly, let's take a look at the newest addition to their collection, the temperature regulating Emma Luxe Cooling Mattress:
Layer 1: The Emma Luxe Cooling also starts off with Emma's signature removable and washable synthetic blend cover.
Layer 2: The first comfort layer featuring ThermoSync® Technologyb> is a main differentiator for the Luxe Cooling mattress. Graphite infused foam helps to facilitate cooling (and therefore a deeper sleep) by absorbing excess body heat and then transferring it away from the mattress.
Layer 3: A layer of Airgocell® foam helps to further regulate the overall temperature of the mattress by keeping things breathable.
Layer 4: Above the main pocket springs support layer is a layer of Halo Memory Foam™ that helps provide adaptive support for your body.
Layer 5: 12.5cm of pocket CarbonFlex Springs react to and independently support your body while promoting proper spinal alignment. These pocket springs are zoned into 5 sections to provide targeted support for your head, shoulders, lumbar, pelvic region, and lower legs.
Layer 6: A layer of base foam helps to provide structure to the mattress while supporting the layers above.
Emma's mattresses are designed to sleep medium to medium-firm for most customers. Some customers report that they found some of their options to soften up more than expected over time. For those that need additional support, the pocket sprung Premium, Luxe Cooling, and Hybrid mattresses may provide more enhanced support.
Each of the mattresses offer zoned support systems, which help with proper spine alignment in the lower and middle spine for most sleepers. The pocket sprung mattresses provide consistent support.
Emma's mattresses were developed with cooling in mind and Emma's Airgocell® technology diffuses heat for most sleepers well. The Emma Luxe Cooling mattress in particular has graphite infused foam that helps to dispel heat and keep things cool.
Emma's mattresses are ideal for those that desire a balanced, pressure relieving sleep experience with extra back support.
I have been very impressed with the Emma mattress!! Delivery was much quicker than I expected and arrived within 2 days of ordering. The rolled up vacuum pack was one of the reasons I ordered the Emma mattress as we have a cottage with a narrow staircase, it went upstairs with no problems. Such a relief. The comfort has been wonderful, my wife and I no longer wake up with aches and pains. I also used to have disturbed sleep most nights, now I sleep much better and rarely wake through the night. I had no idea my old mattress was the cause of my bad sleep pattern. I would highly recommend this mattress to anyone considering a purchase, don't put it off, I wish I had ordered one a long time ago.
Came a day earlier than expected. Great packaging with handy tool to open the packaging. We left it in another room to air overnight. No smell like others have mentioned :-/. We both love the new mattress. We also got the mattress protector. I have had online chat with someone to ask about delivery and collection of my old mattress, and very helpful and prompt. Great service, Great product and price. Happy Customer looking forward to my ZZZZzzzzzzz :-)
The service from Emma Mattress was first class. The information was good the mattress arrived when they said.Unfortunately the mattress did not suit me and I had to return it but even then the service was excellent. They arranged collection and refunded me whithin a week. I would recommend this company.
This is the first quality mattress that we have purchased, and both my wife and I are absolutely shocked at the difference this mattress makes. Neither or us are waking up in the morning with that old familiar pain in our joints. I quite simply cannot recommend this mattress highly enough. We are now enjoying the super king sized mattress allowing us so much room and comfort.
We bought this mattress after some deliberation. Our old traditional mattress had become uncomfortable and we wanted a mattress which was both comfortable and yet supportive. The Emma mattress was the perfect answer. Easy to set up and the initial, expected off-gassing odour was light and went away very quickly. We are really pleased with the purchase and have now just ordered one for our daughter.
At first we were unsure it was a different sleeping scenario to the old sprung mattress, l suffer with spondylosis of the spine along with osteo arthritis wide spread in my joints. After about 4 nights I realised that l wasn't waking up every half an hour or so like before not only was l sleeping longer but wasn't having to turn so often. We purchased the covers for the mattresses as we have purchased 2 single for our lift and tilt bed when I first saw them I thought oh no sweat all night with these as to me they looked rubbery, But infact to the contrary they don't make you sweat at all infact l would recommend them. To us a 5 star purchase give it a try but give it a few nights before you decide for certain don't give up the 1st night as it really is a different sleeping experience for certain.
ONLY HAD A FEW WEEKS BUT WE LOVE OUR EMMA MATTRESS, WE HAVEN'T HAD OUR PREVIOUS ONE FOR LONG BUT BOTH FELT UNCOMFORTABLE WITH OUR BACKS SUFFERING. WE DECIDED ON THE EMMA MATTRESS WITH GOOD REVIEWS AND TRIAL TIME....I WOULD NOT HESITATE TO RECOMMEND THIS MATTRESS IT IS FANTASTIC SOOO COMFY, NO ROLL INTO EACH OTHER, FIRM BUT ADAPTS TO THE BODY AND WITH NIGHT SWEATS ( AGE THING) THIS IS THE BEST EVER, CANNOT SAY MUCH MORE THAN THIS.... GIVE IT AGO I DONT THINK YOU WILL BE DISAPPOINTED...IF YOU ARE ....100 DAY REFUND, YOU CANT GO WRONG.
Really impressed with this mattress. I’ve spent a fortune on mattresses in the last 15 years; I have fibromyalgia, and the slightest discomfort makes my body hurt. It’s the princess & the pea syndrome. My husband has a bad back, and is also a very light sleeper (and I fidget a lot). We ended up in separate beds for a while, because I was disturbing him so much, and also we couldn’t agree on a mattress type. But my last mattress (an expensive one from a leading brand name) only lasted a couple of years before it dipped in the middle; despite regular turning, and the fact I’m a skinny woman!!! So after a bit of research, we decided to try this matttess. The clincher was the 100 day trial, because let’s face it, you don’t know until you sleep on a mattress, by which time it’s usually too late. Two nights were enough to be sure that this baby is a keeper. I’m waking up painfree (and less tired), and my husband reports that my fidgets aren’t disturbing him - the mattress is absorbing the motion. Couldn’t be happier. Delivery was fast and painless, too.
We have had our mattress for about 3 months now and not once have I even thought of using the 100 day free return option. Having recently returned from a weekend away sleeping on a normal sprung mattress I realised just how good the Emma Mattress is. On the Emma I can sleep in one position all night without waking up needing to move. This has also helped reduce my snoring by keeping me on my side. The mattress seemed a little soft when we first lay on it, but that is just the top layer and the lower layers provide plenty of firmness and support. We've had no issues with overheating that some people have said that they've had with other memory foam mattresses. Overall very pleased with the purchase and will be buying another when we need to replace the mattress on the bed in the spare room.
Really impressive how quickly it was delivered - two days!! Comes in the box like it says it does, only took two hours to be ready to sleep on and now I'm sleeping so much better than I have in years THANK YOU EMMA
i was sleeping badly and a friend suggested that maybe it was my mattres that was causing the problems. I did some research, decided to try out the Emma mattress and I'm never looking back! No more waking up exhausted and achy and my partner doesn't get woken up by me rolling over any more!
I was looking through the internet for what feels like ages, comparing different mattresses and finally I decided to buy the Emma mattress. Placing an order was so easy and delivery so fast now I can enjoy my new comfortable Emma mattress and I don’t regret it at all as I have not slept this well on any mattress before.
Have had the Emma mattress now for almost 7 months and I am so happy with it. I also recommended it to a friend and he ordered it with the ‘friends refer friends’ offer. With this we both received an additional discount! A true win-win. Love sleeping on it and it’s great quality.
I was looking for a mattress suitable for any weight and one that reduces impact of weight imbalance on the mattress. My partner and I differ considerably in our body weight. We came across the Emma mattress and it seemed good for our needs so we ordered it. Just after the first night of trial, we were very impressed. We did not notice the movements of other through the night and this led to an undisruptive sleep. We are very happy with our decision.
great idea for trial, i myself loved it but the wife couldnt get on with it. we gave it 85 days to be sure before arranging the return. emma fully understood our situation and agreed to arrange everything true to their word. customer services were 5 star + would highly recommend the experience without the risk. hopefully you will enjoy your mattress. thanks emma.
I was really confused about which mattress to buy that would help me with my back pain. Heard about the Emma mattress through a friend. After just a week, I could see my back pain reducing gradually every morning. Now, I have trouble waking up every morning! would definitely recommend.
Ordered online and received within 4 days with regular updates re order and delivery. Very well packaged. Now to the matttress itself, bliss, heaven and relaxing are the first words that come to mind. This mattress is just so comfortable it hugs me to sleep and it is really well made and made in the UK . Normally it would take a week or two to get used to a new mattress but fell asleep in minutes the first night. Would I recommend it, yes 100% without a doubt.
we are now getting use to our Emma sleeping better already after just 4 weeks. we would recommend this product to anyone its superb. what is good as well is the service very impressive they send you the mattress it comes in a box, our mattress is a king size and you think wow how the hell does it fit in there. it's vacuum packed, you put it on your bed cut open the vacuum packed mattress with the tool provided and it opens out onto the bed like a dingy. you leave it for a little while to expand and presto done, very impressive. excellent service. thank you very much EMMA.
I have been sleeping on the Emma mattress for about a month now and I am very happy with the product. My partner and I both drastically improved our quality of sleep and wake up less tired!
Ive been sleeping on the mattress for 5 days now and Ive been getting the best sleep Ive had in years! Definately recommend!
A pleasure to deal with the 'on-line' staff. Very helpful as regards each query raised by me. (Still awaiting outcome of my application to have the advertised discount applied). I imagine that will be dealt with in similar outstanding fashion. Well Done Regards.
Package brought into my hallway, delivery guy friendly and polite. I somehow managed to drag the box up to my bedroom and unpack Emma and placed Emma where she now belongs, on my bed base.
I purchased one of your mattresses a couple of weeks ago for our spare room purely because you had £100 off in the black Friday deals. Personally, for want of a better word I am a mattress sceptic! because of my disability I find it almost impossible to sleep on any other mattress. When I go away on holiday, I am progressively more miserable as the days go by due to lack of sleep. I'm sure thousands of other back sufferers will relate. I have degenerative disc disease, arthritis, bulging discs, trapped nerves which amounts to continuous chronic pain. Last night I thought I'd check out the new mattress all the while not having high hopes........WELL HELLOOOO MORNING!!, I cannot tell you how comfortable I slept, i was waiting for the uncomfortable pain to kick in......nothing! i felt completely supported throughout my body I even tried sleeping on my side which is normally very painful because of nerve pain down my leg......no pain! I had the best nights sleep and it was pure heaven! I really can't thank you enough. Ill be saving to get a kingsize one for our bed
Although small hiccup on delivery I was kept informed by polite and helpful staff
Slept on it for the 1st time last night. So far so good
Nobody was in to accept the item yesterday so it was successfully delivered today without any issues. We haven't tried it yet but it looks great
brilliant service, Can't fault it so far so good. Can't wait to sleep on my new emma mattress, just sitting on its brilliant
Easy to order. Prompt delivery. Excellent product. It took a while for me to get used to it but I now wouldn't part with it
A great mattress. Really pleased with it.
Hold up on delivery due to heavy demand but communication was excellent so I always knew what was going on, I also had a rapid reply to a query. The mattress is extremely comfortable and I wouldn't hesitate to recommend it.
Easy ordering. Excellent service. Fantastic mattress would highly recommend
For the last 5 years my partner and I have been sleeping on two single mattresses as I’m a restless sleeper and my partner was annoyed by me. After purchasing the Emma mattress my partner can sleep calmer and same goes for me.
I would have liked an estimated delivery time when I made my purchase. But in the event it took just 6 days before I was sleeping on my comfy mattress. Like it a lot
Easy to use web site. Kept well informed of progress. Mattress feels lovely to sleep on (only one night so far). Grandson loves the box to play in
My husband and I bought the Emma mattress during the black Friday sale and have been sleeping great since. I think we are never going back to any other mattress.
Would benefit from an eject button as partner can't get out of bed in the morning. She is now often late for work!
Totally amazed at the quality of this mattress. I fall asleep instantly and I wake fully rested after a good eight hours. I never used to need an alarm clock because I was always awake due to the lumpy springs in my old mattress. We cannot thank Emma enough for changing our sleep quality.
We bought an Emma mattress just over a month ago and it's the best money I've ever spent! I could hardly walk in the mornings and my torso was so sore when I first got out of bed. I didn't realise until we bought the Emma mattress, just how much our old mattress played a role in my achy and sore back. It may sound silly but now I love climbing in to bed and sleeping like a baby every night! It is so comfortable! It's not too soft and it contours to your body but without the sinking feeling of memory foam, it is the best nights sleep I've had in years. Thank you Emma! X
Had to write a review so that other people can learn just how good the Emma mattress is, for a good night’s sleep. It is the best sleep we have had for a long time. It does not feel like foam, and is cool when laying on it. Support is perfect. Try it for the 100 days - we decided in 5 days...... The removable cover sold it to us - great idea. Only the box let it down - battered when we received it, but the mattress was fine. Perhaps a stronger transit box is a future improvement for the company? But the mattress itself is fantastic. Wish we had bought it years ago. We will have to see if the foam is long lasting, but with the 10 year guarantee, we feel re-assured. Thank you Emma, you have transformed out nights.
Great mattress. Came from having a waterbed for the past 25 years. Emma is just as comfortable and a lot less hassle!
Fabulous sleeping experience. Suits me and my (large) partner. An absolute joy. I was nervous about buying something I had never seen, let alone slept on, but take my word for it. It is a joy.
Have tried many mattresses till now and I was always disappointed. I watched the Emma TV commercial and really liked the concept so thought of giving them a chance. I don’t regret it at all! I love the Emma mattress. The entire order and delivery process was so easy. And on top of it they even offer an old mattress pick up which was a great value add.
There was a delivery delay by UPS and I needed the mattress at a certain date. The customer service was very kind and helpful and they did everything the could to make sure I received the Emma mattress on time. I was very pleased! Thank you for the great service!!
I was looking for a mattress company that allows me to pay via instalments and came across this one on the TV ad. Checked the website and was impressed by the quality of the product. It looked perfect for my requirement. So far, I had no problems with either ordering or paying the monthly instalments. And on top of all that I have never slept better! Love it!
I was really confused about which mattress to buy that would help me with my back pain. Heard about the Emma mattress through a friend. After just a week, I could see my back pain reducing gradually every morning. Now, I have trouble waking up every morning! would definitely recommend.
Ordered online and received within 4 days with regular updates re order and delivery. Very well packaged. Now to the matttress itself, bliss, heaven and relaxing are the first words that come to mind. This mattress is just so comfortable it hugs me to sleep and it is really well made and made in the UK . Normally it would take a week or two to get used to a new mattress but fell asleep in minutes the first night. Would I recommend it, yes 100% without a doubt.
we are now getting use to our Emma sleeping better already after just 4 weeks. we would recommend this product to anyone its superb. what is good as well is the service very impressive they send you the mattress it comes in a box, our mattress is a king size and you think wow how the hell does it fit in there. it's vacuum packed, you put it on your bed cut open the vacuum packed mattress with the tool provided and it opens out onto the bed like a dingy. you leave it for a little while to expand and presto done, very impressive. excellent service. thank you very much EMMA.
I have been sleeping on the Emma mattress for about a month now and I am very happy with the product. My partner and I both drastically improved our quality of sleep and wake up less tired!
Ive been sleeping on the mattress for 5 days now and Ive been getting the best sleep Ive had in years! Definately recommend!
A pleasure to deal with the 'on-line' staff. Very helpful as regards each query raised by me. (Still awaiting outcome of my application to have the advertised discount applied). I imagine that will be dealt with in similar outstanding fashion. Well Done Regards.
Package brought into my hallway, delivery guy friendly and polite. I somehow managed to drag the box up to my bedroom and unpack Emma and placed Emma where she now belongs, on my bed base.
I purchased one of your mattresses a couple of weeks ago for our spare room purely because you had £100 off in the black Friday deals. Personally, for want of a better word I am a mattress sceptic! because of my disability I find it almost impossible to sleep on any other mattress. When I go away on holiday, I am progressively more miserable as the days go by due to lack of sleep. I'm sure thousands of other back sufferers will relate. I have degenerative disc disease, arthritis, bulging discs, trapped nerves which amounts to continuous chronic pain. Last night I thought I'd check out the new mattress all the while not having high hopes........WELL HELLOOOO MORNING!!, I cannot tell you how comfortable I slept, i was waiting for the uncomfortable pain to kick in......nothing! i felt completely supported throughout my body I even tried sleeping on my side which is normally very painful because of nerve pain down my leg......no pain! I had the best nights sleep and it was pure heaven! I really can't thank you enough. Ill be saving to get a kingsize one for our bed
Although small hiccup on delivery I was kept informed by polite and helpful staff
both my partner & myself have had the best nights sleep in years, we changed our mattress 3 times over the last 10 yrs & this was the forth. we will not be buying anymore as long as our nights remain as comfy with the emma mattress.It was delivered without problem & we slept on it the first night, it is firm but not too firm & we cant feel each other turn over in the night as my side of the mattress doesn't move when my partner turns like all the other mattresses did. so happy :)
I have only had this 1 night and it was the best sleep I've had in years. Great for my pelvis hips and spine I could only lie on my left side before last night. I love it so far.
Have always struggled with mattresses....until Emma came along. Never had a bad night's sleep since it arrived last October. For once I was looking forward to coming home from my holiday because I knew I would get an amazing sleep on my return. It's like coming home to an old friend.
All our dealings with the customer service team has been great. I did see a few folk complain of delivery issues having to wait a few days for a mattress...well we had to wait a good 3 weeks anyways. However, we are in the north east of Scotland and it's pretty standard not getting anything quickly so that wasn't a problem for us. I called to get an update and was informed they would email in a few days which they did. Communication was great. The mattress itself was easy to unbox (very heavy though) and took shape no bother. New bed smell lasted about 2 weeks or so but wasn't unbearable. The foam layers are zipped inside a mattress cover so could be washed, which is great. I love a firm bed but just couldn't seem to get on with the mattress at all. My husband got on fine with it. I called Emma and advised I would like to return it and they said it was no problem but would I like to try a softer topper first. There was no pressure to accept this and try it if you didn't want to. I accepted. It arrived within a few days and if I'm honest I didn't feel the difference. The mattress itself is sturdy and I think of good quality but in the end we decided to return it. I didn't feel like I sunk into it enough and just found it a bit too firm, and unless you have had a foam mattress before, it's a different kind of firm of that of a sprung bed. I think going from a sprung to a foam was the most difficult even though I was convinced I'd like it - which is why the 100 day trial was brilliant. When I called to return it, it was less than a 5 minute job and there was no hassle in doing so. The company that collected it was the British Heart Foundation and contact between everyone was smooth. If Emma are donating these mattress then good on them. If not, well the process was all very easy and they picked this up on Friday and have already received 2 emails confirming my refund is in process. I SO wanted to like this mattress but sadly it wasn't for me, however I'd still recommend trying this out. Thank you Emma for being easy to deal with!
I've found the mattress to be quite comfortable -my back still hurts but the pain wears off quicker after getting up. The mattress is too soft and gives way too easily for any other use than sleeping though.
Sweatier than ever!!! Each night on the Emma mattress has left me waking up drenched in my own sweat. This mattress is suppressed to help with cooling and temperature regulation during sleep, which is a problem for me as I have damage from MS in the areas of my brain that regulate body temperature, however, for the first three nights sleeping on it I have experienced night-sweating like almost never before aside from when I've been desperately ill. This mattress seems to have exacerbated the problem. We even went for the extra cooling mattress topper thing but as far as I can tell that is little more than a gimmick. I'd love to say the mattress is exceptionally comfy, but it's ok, nothing ground breaking like their claims. The overall support was ok but I found my girlfriend has snored louder and ground her teeth worse too for the past three nights, suggesting she is less than comfortable also. Had such high hopes too, if only the "cooling" effect of the mattress was real....100 night trial? Going back after 3....
Mattress ordered and money taken on 03/01/2020 - with a time frame of 7-12 days delivery. Today 12 days later, no information, no contact, nothing. No phone number to call, I sent a message on their website (the only way you can contact them it seems) received a generic reply saying the delivery would be within the time frame - obviously it isn't. Seems many people are having the same problem. I have contacted my bank and after a further 3 days will start proceedings with Visa to get my money back. This is obviously a terrible company who once they have your money - couldn't care less. Hit 'em where it hurts - get your money back. It may well be a wonderful mattress but I would always be uncomfortable sleeping on it!
Really poor customer service. So I’ve finally got my delivery date. 27th Jan. that’s 27 days after ordering the mattress. (Originally promised 8-14th jan) Im so disappointed in their customer services. Too continually fluff me off with emails and tweets that promise dispatch tomorrow and delivery in 1-3 days from then (14/1/20) to generic emails saying I would absolutely receive my mattress definitely no later than wk commencing 20th jan. The email support is unspecific and unhelpful in answering my questions on delivery. Might as well be a robot answering. (Probably is) I wish they were just honest with their customers! Ive not even received the mattress yet, but this had better be the best mattress in the world because I really don’t want to have to return it based on my experience so far.
Con........BEWARE!!!!!!!!!!!!!! I sent the following to Emma Mattresses but didn't even receive the courtesy of a reply: I can't remember when we bought our mattress but it's certainly more than a year ago but not more than two. As your reviews say, it's brilliant to start with, but what they don't say is that time will provide a different story. I can't think why I was taken in and why I thought foam would not naturally compress eventually. I weigh 9.5 stones and my partner 11.5 so we are not big heavy people. I have swiveled the mattress round regularly but to no avail. My back is hurting so much from trying to sleep either on a slope at the edge or in a dip. I read somewhere that the Emma carries a 10 year guarantee and before I leave this as a public review, I thought I would give you the opportunity to comment. Kind Regards JAN this is just a con. No wonder the reviews are mostly great because nothing happens until 18 - 24 months. This does not have a 'memory', it's JUST A BIG LUMP OF FOAM!!! The photos of the composition are nothing like the reality as I've just chopped it up to take to the tip. I tried to leave a review on Emma's own site but surprise, it's impossible without your order ref. which I can't find after this amount of time! A very expensive mistake and I am just trying to warn others X
Delivery and Company interaction all good, however I previously suffered with lower back issues and sleeping on the emma mattress has brought them back. Returned mattress and had money back.
The king Emma mattress was great when we first got it. Fast forward a year and I want rid of it. The back pain is unreal. The mattress has lost it's firmness on the sides where me and my wife sleep yet the middle is still a firm pillar, so it's almost like you're always being pushed away from the centre of the mattress. I've struggled with back pain for years and thought this Emma mattress would help but now my wife is waking up with a sore back. Definitely getting rid of this foam mattress, it's put me off foam mattresses all together. Great at the start (when everyone seems to write their reviews), terrible a year on and needs replaced. Waste of money.
Ordered a mattress on Monday, Chatted to 2 people on live chat said delivery will take 1-3 days. Got an email yesterday saying delivery will be next Thursday. If I knew that was the case I would have kept my old mattress now I'm sleeping on the sofa with my wife. Sent 2 emails still no reply back. I wish I looked at all the bad reviews online before I ordered this f********* mattress.
Comfy at first but extremely difficult to get out of after 6 hours sleep. Serious back pain
I am extremely happy with my Emma mattress. It is so comfortable! My only complaint is with the delivery company UPS. Their service is a disgrace. They don't tell you when they are coming. I had to take a day off work to receive the mattress and it wasn't delivered. In the end I had to collect it myself from the depot! I was considering buying another Emma mattress as I need another for my spare room, but I will not buy anything from Emma ever again as it will presumably be delivered by UPS.
We lived with a rubbish mattress for several years........ Finally we had a few extra pounds. So happy with our purchase, it is truly perfect for our sleeping needs.....I love it. My only one very small criticism is the smell which I'm sure will go in time, but I just wish it would hurry up..... However, other than that we love it
I can understand why so many people write good reviews for this mattress. It is very high quality, and with the 100 night guarantee, it makes perfect sense. Unfortunately, this mattress wasn't for me and I asked for it to be returned. Although, delivery took longer than usual, the collection of the old mattress never happened. Tagtrans was used ,but never showed up. So when the very helpful customer services arranged for collection, I wasn't hopeful. I never received an email or text on the morning of collection as promised, but did get a text 30 minutes before the Tagtrans collection agent arrived. I would like to say he was polite, but he spoke two words "sign here". He took the mattress, dragging it along the we ground and not another word passed his lips. So, I would like to say my experience was positive, but with late delivery, poor third party interaction the only positive was the customer services.
Mattress is fantastic but was a little shocked at the state of the parcel when it arrived. Box was battered and ripped with both the cutter and booklet missing. You may need to look at the couriers you are using.
Although I am very happy with my mattress we have received terrible after sales support. We are still waiting for our old mattress to be collected, 3 weeks now. I have sent 6 emails to Emma and not one has been responded to. I called last Thursday and was told that there is a delay with mattress collections because the other agency have full bins. I was told that I would receive an email on Friday about collection but that has still not happened. This is a service we have paid for and would not have purchased a mattress with Emma if we had known the old one would not be collected within the week that we were told.
I liked the mattress but its a bit firmer than I hoped for, and the box it arrived in, had previously been opened as the sellotape was cut and the instruction manual an knife had been removed. Not happy
I honestly thought this wouldn't help my back after trying 12 mattresses prior Nd spending hundreds of pounds. I have never had such a good night sleep after buying this mattress. I have even got a TV installed in my room as this is so comfortable. I wake up and my back and hips dont hurt. After 30 years of suffering I have finally found a mattress that does what it says. Well recommended. If you have any doubts please try it. You won't lose anything apart from a restless night sleep.
After I had finally decided to invest in a good mattress, I debated for quite some months about which brand I should get and I was getting ads on Instagram and Facebook for Emma, Simba, Leesa, Nectar, Eve, the lot. After reading reviews and Which I purchased the Emma Original and three weeks in, I would definitely recommend to anybody looking for a great nights sleep!
Our emma mattress was an upgrade from an old-ish spring mattress in the January Sale 2019. After 30+ nights sleeping on the mattress I can safely say both mine and my partners sleep has improved drastically. Due to the firmer/memory foam feel, moving around in bed doesn’t lead to waking each other up. It’s not hot despite being memory foam. I love it. Delivery took a fair bit longer than advertised due to high January sales but Emma were very transparent and responded to every question I had very quickly.
Bought this mattress due to suffering with a bad back, which wasn't being helped by my old mattress that sagged in the middle. This mattress has totally sorted my back right out and is the best thing ever. 1 month in and both me and my fiancée are having the best sleep we've ever had. No wonder this mattress has won Which best buy awards! If anyone is hesitating about whether to bite the bullet and buy one, just do it, because it will be one of the best purchases you have ever made. Their customer service department even followed up after I had received the mattress and were so friendly and helpful. Your company provides a world class service and a lot of other companies could learn from your example! Thanks again Adam & Lynn
I'm not happy.... I bought this mattress and can't get out of bed. Seriously never had such a good night's sleep. I just wish I had bought it years ago.
We purchased the Emma Original mattress about three weeks ago now. I had read the reviews before purchasing and had noticed that some people had said they'd noticed a remarkable difference after the first night of sleeping in it. I can honestly confirm that both my husband and I agree with this. Usually when I get up first thing in the morning I have minor aches and pains getting out of bed. I couldn't believe the lack of aches and pains after getting up from sleeping on this mattress. I'd mentioned it to my husband and he agreed. We continue to leap out of bed ache free to this day!!! The mattress does have a very strong 'new' smell when you first open it and this did continue for a fair while but it has reduced over the weeks we've had it.
It is not only more comfortable than our old one - which needed replaced - but more comfortable than any of the various luxury mattresses such as you get in hotels (we travel a lot). Both of us have back problems, plus I have various arthritic joints that can ache after lying. This provides perfect support. The only problem is that it is tempting to not get up!
Love how supportive the Emma is. It was so easy to unpack, and us great. I tried a lot of expensive mattresses and this is equal to them. I will definitely buy again for my kids.
Mattress might be fine (still to decide) but customer service lacking. No option to contact customer service by phone. Got DPD message saying order was arriving. Took day off work. Turned out to be only mattress protector which could have been left in porch. Not clear from email. When mattress eventually arrived (two weeks later, despite promise of 2-7 days) delivery driver would not go further than front porch (John Lewis will deliver to an upstairs room). Collection service for old mattress was terrible. Company entirely lacking in any professionalism or customer service. I asked the woman answering calls (badly) whether they would collect from an upstairs room. She said 'yes' (unconvincingly). In the end we took it downstairs ourselves just in case. Good job as the collection service consisted of one man and a van with no lifting or carrying equipment. No way could he have got it down the stairs. Mattress may be great and receiving all accolades but service is not a patch on John Lewis and I wouldn't but from Emma again because of that. These days product only counts for a proportion of overall service!
The mattress is very very good however the service i received was less than good. I ordered the mattress and the smart protective sleeve at the end of December and delayed my order for 3 weeks until i had received my new bed. The mattress was delivered 4 days after my requested date which is not the end of the world but I am still waiting for the smart protective sleeve! The customer service team have responded once with a standard reply but have blanked my last 3 emails. I really wanted to keep this very expensive and good quality mattress in tip top condition and fresh but I have now had to sleep in it for 7 nights and already my 2 year old has wet through! The whole point in buying this expensive protective cover was to stop this happening. Very Very disappointed that all order4ed items didn't come together.
A year ago, I wish I bought it! It's been great since the very first day we got it. My husband and I had problems with sleep, mainly with pain in our shoulders caused by sleeping on our sides. The first night we slept on Emma's mattress was an unbelievable change.
I really really want to love my Emma mattress BUT, as I'm STILL waiting for it to be delivered I have yet to find out!! I ordered my mattress and Smartsleeve 2 weeks ago (2 - 6 day delivery quoted at time of order), the Smartsleeve arrived within 2 days - FANTASTIC I thought, but where's my mattress? A week went by with no contact from Emma. I emailed, nothing, I emailed again and a few days later I got a polite reply saying very sorry but my delivery is delayed - Thanks, but I already knew that!!! Eventually I got another email telling me that my mattress would be dispatched on 18th Jan, it is the 18th Jan and, surprise surprise, NOTHING, no delivery, no email. Come on Emma, this really isn't good enough!! Your mattress had better be worth it!
Hi I have placed 2 orders for the original mattresses from Emma based on the great reviews from Which magazine and customer reviews. On the first order the delivery was stated as 2 days and took 2 weeks and I received no communication from Emma to inform me of the delay. On the second order that I placed 9 days ago, my mattress is still 'being processed' despite the new delivery time on the website stating 6-9 days for delivery. A pity that this has happened twice which makes me assume I am not alone!
I love my new mattress and wish I had bought it earlier. I had back surgery a few years ago and as I have always woken up with some mild back ache ever since I can remember, I thought I had nothing to lose by buying an Emma mattress. But I was sceptical. Now, as soon as the first night sleeping on this mattress, I felt a difference, hardly any pain in the morning. I have had it around 5 months now and I 1. Never slept better 2. Usually speaking no back pain when I get up 3. Love the softness of it 4. It looks very smart. In other word I would really recommend this mattress for anyone with back pain.
I had a bad back which prompted me to buy a new mattress and the 100day return offer is lucrative. I've had this mattress for maybe 6 months now. At first it felt very soft around the edges - but since a few weeks went by it has become very firm and extremely supportive. The most comfortable mattress I've ever had. So much so that I've bought my son one. I would recommend without any reservation.
I was reluctant buying a mattress online and especially one that came in a box. However, after a few nights getting used to sleeping on a new mattress I was pleasantly surprised and now I feel it is the most comfortable mattress I have slept on !!.... excellent !!
I should say that this review comes after only three nights of use: Ordering was easy and delivery was within the specified 2-7 days. The delivery man was kind enough to carry the bed in its deceptively small box upstairs to the bedroom. It's amazing how the vacuum-packed mattress expands to fit the bed after a few hours. There was a noticeable smell initially, but this lessens quickly and is not a problem. On sitting on the side of the bed, I was a bit concerned because it seemed quite soft. However, when lying on the mattress, it is totally supportive and very comfortable. Sleeping has been difficult for me as I have recently had knee replacement surgery, but, on this matress, I have had three really comfortable nights which I expect to continue. My wife has also slept much better on this matress, so we are both quite happy!
Easy payment, super fast delivery and both my wife and I slept like a log. We both have back problems and our other very expensive mattress was only two years old yet it left us in pain every day. The company even sent someone to have a look, yet Their response was “this is normal” with no care. We were beginning to loose hope as we have had two mattresses in less than 5 years. Thank you Emma for our first wonderful nights sleep! Thank you for the 100 nights trial too, this plus the reviews helped us make our choice. I know this is our first nights sleep, but if you haven’t slept properly for so long and wake up every day for work tired and in pain, then you may understand our excitement! Very happy customers indeed!
The mattress is so comfy, even with two people sleeping on; the customer service is outstanding and highly recommend this mattress and service. Will be recommending to friends and family without a doubt.
I have slept almost every night with a lower back stiffening as the night wears on. Recently we invested in very expensive, very high quality pocket spring mattresses, breathable, in all natural cottons and wools ... Trusting reviews and ordering this mattress went against all my instincts and prejudices against foam. I can confirm all the other reviews which say that this was the best night's sleep I have had in as long as I can remember. I can't describe further because I fell asleep as though anaesthetised.
The mattress is very comfortable and very pleased with the product so far. The delivery on the other hand was disappointing. It is not the first time that we have had poor delivery from DPD this year. The box in which the mattress was delivered was almost in pieces and falling apart the result of not handling it properly. Luckily the mattress was in the its protective plastic which was absolutely fine. I was also given 2 hour notice only. Not great if you have to leave work. I had to rearrange delivery. Notice one day before would have been much appreciated.
The mattress is great. The delivery experience was horrendous. Originally scheduled for a Thursday, this then shifted to the Friday and then the Monday with no warning, meaning days were wasted at home. It then arrived with no warning on Sunday. The box was muddy and ripped open. There were no instructions or cutting tool. The plastic had started to unravel which made taking the mattress upstairs a nightmare. We also arranged for collection of our old mattress. Despite promising to call before they came, the collection company didn't. They then rang the doorbell, waited less than a minute and started to leave. My wife ran out and asked the person to come back. He refused and said he had marked it as a "no show." She pleaded with him and he then agreed. The company sent one person to collect a heavy super king mattress. My wife had to help him carry this downstairs and load it into his van. Originally my elderly mother was scheduled to be available for the collection and the company knew the mattress was upstairs (as I had told them). Absolute shambles and all i have is a half hearted apology from Emma.
I purchased this mattress via wowcher this February and by September the mattress was broken. I am not an overweight person I am tall and slim build. On the side that I sleep on the mattress dipped and after contacting Emma I was told to buy a mattress topper to resolve the issue instead of replacing it or refunding my money. This is really poor service for a mattress which I thought would last me for years because of the good reviews. I am really disappointed with the way that Emma has handled my complaint. Here is the response from Emma customer services: "I have located your order using the address. Please be advised that Emma mattress placed from Wowcher only have 6 months of guarantee. Upon checking the mattress is already out of the trial so we can no longer return it. However, what we can advise on this fault a thick topper can help to fill in slight indents, and also doesn't change the feel of your mattress. There are tons of memory foam toppers available in different thicknesses and they come with different features like cooling, pressure-relieving, or even scented. Hope it helps."
Bought this with high expectations from the online reviews. Unfortunately I wasn't able to test one out as we purchased it in early December 2020 and the tier-system meant we couldn't 'try before you buy'. Not to worry though, because the mattress came with a minimum of 100 night trial. Well I've trialed it, and its definitely going back! When lying flat on the bed on 'my side of the bed' the mattress sinks quite a lot, and there is a much firmer part in the centre of the mattress, before being a bit saggy and soft on my wife's side of the bed. I thought it could be the bed frame creating this stiffer part of the mattress, and so put a level piece of thick MDF between the bed-frame and the mattress to help create a move even distribution of weight, but this didn't work. the central firm bit/saggy outer parts remain. The mattress is quite uncomfortable, and instead of rolling over and moving around in your sleep, like you'd expect to, because the mattress is so soft you have to physically wake up and make a conscious effort to maneuver yourself around into a more comfortable position. This disturbs me sleep a lot and I often wake up very tired from having such disrupted sleep. This comes from having to sleep in what feels like a soft hammock-like part of the mattress. Another added impact from the mattress is that because its very soft and hard in patches, I wake up with lower back-pain. Something which I've not experienced from a mattress before. Overall, I have nothing but regret about buying an Emma mattress. It's awful - I don't have a single positive to say about it... I only hope that I got a 'dud' one.
I ordered a mattress and cancelled on the same day so this isnt a comment on the quality of the mattres but the customer service. It is stated that refunds take up to 10 days, one month later i havent received a refund and Emma support is not replying to my messages. Unfortunatley there is no phone number which I find very annoying.
Currently on our 2nd Emma mattress within 18 months and looking to buy a different mattress.Very dissatisfied
Very poor delivery and customer service. The bed was scheduled to be delivered between 6 and 9pm. Never heard from them not even after 11pm! Rhenus tracking site shows no actual information (why have it then?) while Emma has no phone number to call to ask about the delivery. The online chat service is rubbish. They just shrugged me off with the standard sentences. Looking through the reviews here, it becomes evident that delivery is a standard issue to expect from Emma. I hope to avoid calling my bank to cancel the order! I will never order anything else from them! I wish I could leave 0 stars!
This company has taken my money for a mattress that they have not delivered. My husband and I have been sleeping on the floor for nearly a week. I have taken 3 days of work to wait in for deliveries that have not come and not even received a phone call to explain why. When I call courier it took nearly an hour to get through to then be told, don’t know what happened it will be there Monday. Don’t hear anything Monday, call again (another hour) it will be there Wednesday! Meanwhile my husband and I are sleeping on the floor. Shocking service. Avoid this company at all costs.
Both of our Emma mattresses (we were sent a replacement) developed troughs so deep you had to sleep in the trough - no tossing a turning, no 'getting comfortable' and I developed back problems. If you value your health, don't buy one.
Week 1 - 12 mattress seemed OK. Rotated it regularly. I weigh 90kg. Started to notice mattress was no longer flat and had a distinct dip where I mainly slept. Tried sleeping in different areas but this just made the mattress more uncomfortable. Bought mattress to elevate ba k pain but due it's lack of support my back is returning. I wouldn't buy this mattress again. Looks like this mattress will need replacing before 12mths use. I will never by foam mattress again.
Worst matress I have ever had when I tried to get help the company did not want to know so now stuck with it because cannot afford another one now got bad back
Writing this review with the aim to save a few people their time, money and back pains. We have just been delivered our third mattress after the first 2 both developed a fault where the mattress lost stability and ended up with a permanent dip in the middle - leaving us to sleep on an angle and have daily back pain. We are very average sized people, so for a £600+ mattress that advertises providing excelled back support, we feel totally let down. After sharing our experience (hoping to get a refund) we were told we would have to go through 3 mattresses before we could receive our money back for what they stated was a "faulty item" (twice). Since reaching out, we have waited 7 weeks to get information on when our new mattress would be delivered and when the old one would be picked up (as the delivery company just left it on our door step when we were in, and didnt collect the old one). We're hoping this is third time lucky, but if you want to save yourself money, time, back pain, sanity and disappointment - go find a different bed company with higher customer service standards.
I would avoid this company. To be fair, the product they sell is quite good but the overall purchasing experience is appalling. I ordered on the 1st of June and they took £1,122 but since that time, nothing. You cannot contact them except through email. Sometimes they reply but normally they do not. I still have none of the items that I ordered and I have absolutely no indication of when they will be shipped. Good product but unfortunately not a company you can trust.
Do not ever order with this company. I was waiting 3 weeks to be delivered so I was fed up waiting and I did cancel my order. I did receive partially refund because apparently are fees 62Pounds. Never again with those scammers.
Payment went through 18.06.24. 2 days later I get an email saying product has been dispatched (clearly not true). A week later, without further contact, I call to be told the order never went through. I could reorder for delivery in a further 2-3 weeks’ time. No certainty of that so no thanks. And then refund would take 7-14 working days! Awful service - and from a German company.
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