Emma mattress

Has anyone received a 100% refund for returning a Emma original mattress pls

Comments

  • We got one in 2019 but my wife wasn't happy with it, so we asked them to collect it. They collected it and refunded the money straight away, no problems
  • We got one in 2019 but my wife wasn't happy with it, so we asked them to collect it. They collected it and refunded the money straight away, no problems
    aygoblue said:
    Has anyone received a 100% refund for returning a Emma original mattress pls
    Check the reviews on trust pilot 
  • I have received a 30% refund off them and now they are stalling on the rest by ignoring my emails.Trust pilot has plenty of reviews saying the same thing.It seems to be company policy to issue only 30%.Not seen any one receiving all monies back but then people do not tend to post successes.Perhaps Martin Lewis could get his teeth into this one.
  • Alderbank
    Alderbank Posts: 2,676
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    Martin Lewis has sold this site. I don’t think he will get his teeth into your mattress.

    mentonman, did you buy it directly from Emma-sleep? They have different T&Cs for mattresses sold via Wowcher, GoGroopie, Amazon and Ebay.

    If you bought it directly, are you seeking to return it under their 100(or 200)-night trial?

    If so, the deal is very clear on their webpage ‘If you decide the mattress isn't quite right then we're more than happy to pick it up for you and give you a full refund. All you have to do is use our returns portal to start the process.’

    They encourage you to unwrap it, sleep on it for many nights and generally use it.

    However in the small print in the T&Cs of their Goodwill Guarantee they say ‘9.4 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in value of the product(s), if this has been caused by your handling them in a way which would not be permitted in a shop.’

    Unwrapping it and sleeping on it night after night is of course handling it in a way which would not be permitted in a shop. I suspect that is the grounds on which they have reduced your refund?

    Clearly these terms are confusing and contradictory. Consumer law says that in such cases the terms must be interpreted in a way favourable to the consumer.

    I think therefore that if you took this to small claims court you would win and be awarded full refund provided you have complied with the other terms of the deal.

    What does anyone else think?

    PS mentonman, you should really have started your own thread

  • I accept that I should have started a new thread but I will just say that the mattress was sent back after four days of usage in perfect condition and to reduce the return by 70% is extortionate.
  • roofed
    roofed Posts: 6
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    looks like your not the only customer with a refund issue and you can see this on trust pilot 


    Also noticed Emma has a warning from ASA on false 50% discount on the hybrid also available on the asa website 


  • roofed said:
    looks like your not the only customer with a refund issue and you can see this on trust pilot 


    Also noticed Emma has a warning from ASA on false 50% discount on the hybrid also available on the asa website 



    You can also see that 86% of reviews on TrustPilot are 4&5 stars.
  • roofed
    roofed Posts: 6
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    edited 17 March 2022 at 9:26AM
    roofed said:
    looks like your not the only customer with a refund issue and you can see this on trust pilot 


    Also noticed Emma has a warning from ASA on false 50% discount on the hybrid also available on the asa website 



    You can also see that 86% of reviews on TrustPilot are 4&5 stars.
    Correct but most of the 1 stars are complaing about refunds and poor quality. Also to add ASA has issued a published warning against emma for false pricing and discounts. Not a good sign to see all the bad reviews on Facebook and trust pilot and to add the ASA complaint. 

    Even with the warning they are still offering a so called 50% discount lol 
  • We got one in 2019 but my wife wasn't happy with it, so we asked them to collect it. They collected it and refunded the money straight away, no problems
    That was before we left the EU. Complete change of rules now :-(
  • marcia_
    marcia_ Posts: 1,487
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    5Puddings said:
    We got one in 2019 but my wife wasn't happy with it, so we asked them to collect it. They collected it and refunded the money straight away, no problems
    That was before we left the EU. Complete change of rules now :-(
    This thread is 2 years old! 
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