Emma Mattress - problems with refund

Rainyday81

I bought an Emma mattress and decided to send back after my 200 day trial due to ridging and it aggravating bank pain. 
Initially the bed was great, but that sinking feeling kept getting lower and lower. Customer service had been fantastic. Offering comfort layers etc.

I decided to send it back as it just wasn't for us. That was when my problems began.
They collected the mattress on 30th July and sent acknowledgment on 31st July to say that they had received return and had processed my refund and to allow 14 days.
14 days came and went - no refund
I contacted them on 17th August and they advised that my credit card had expired and requested my bank account number so that they could do a BACS transfer.
I gave them my account details and expected the refund to be within 3 days.
To date I have still not received refund and it's been a month. They are ignoring all my emails and don't have any contact numbers.
Upon further research, I found that their company is based in Frankfurt. The German market have had more experience of Emma.

Someone on Trustpilot suggested looking at the German sites as it seems that these are cowboys.

Emma matratzen gmbh have absolutely terrible reviews of the same nature as mine.
Searching 'emma matratzen' on Trustpilot they have manipulated the rating somehow to suggest they are 5 star, however scrolling down and it's negative review after negative review.

Will a section 75 cover this? I can't afford to lose £500. I've got no mattress and no refund. I don't know what to do. Looking at reviews, they've done this to others.

JJ_Egan

I got my refund within a week .

But it was to a valid credit card .

DoaM

Yes, S75 should cover you ... it makes the CC provider jointly and severally liable for the performance of the contract. Contact your card provider.

BTW ... was the card expired? If yes do you have a replacement card? (Refunds should still be able to go back to the old card and automatically get credited to the account/new card).

Rainyday81

Thank you for replying,  yes it had expired but we had a replacement card with the same number. We was later informed by our cc issuer that a refund could have been issued to the expired card. An expiry is not needed in the case of a refund as long as the card number is the same/acct still active. In hindsight I should have asked about s75 then but at that point I was willing to give Emma the benefit of the doubt.

The problem is, now, that it's over a month since we returned the mattress and regardless of whether card was expired, Emma have failed to provide refund to alternative method provided even after we chased. They are now ignoring us.

We just wanted to know if s75 would cover us being a German company with no known UK office. But, thanks for your response, I will get onto it tomorrow.

DoaM

Yes it will - you have evidence of an agreement to refund which the seller is now not complying with. Should be a slam-dunk.

Daft_Monkey

Raynyday81, did you get your refund? I canceled my order for an Emma mattress on the 11th of October and still haven't received my refund. 3-10 business days they said initially. Then 3-14 business days. Today (30th of October) they told me they processed the refund today and it will be in my Amazon Pay account in 3-10 business days... 
Totally outrageous! 

Nainchughtai

Any you  got refund from Emma    .. I am waiting from over a month for my refund . NOW They are not replying to my emails from 24th March 2021..