Problems/concerns with Emma (Emma-Sleep mattress/bed company)

MrsBagpuss_2

It seems I am not alone in this situation, looking at TrustPilot many other people are also having a horrific experience and are also at a loss as to how to resolve it.

I ordered a new mattress from Emma on the 15th August after discussing with the online sales agent which might be the most suitable and the specific size that I would need to fit my existing bed frame.  Advised that it would be 1-2 weeks for delivery and it would be only on a weekday, with advance notice of one day.  I thought this was just about manageable with work schedule for the next 2 weeks so I placed the order.  The money was taken from my credit card and the order status was shown as "your order will be processed soon" and "Expected Dispatch Time: 22 Aug 2023 - 29 Aug 2023".

This time frame came and went.  In fact now it is over seven weeks since I ordered.  I have made many telephone calls, sent many emails, commented on social media, left a review on TrustPilot and I still do not have the mattress and the order status has not even changed. The phone lines have been closed for days and although I have had responses eventually by email none of them contain anything that could be claimed as useful information, or even true information about when I will receive the item that I have ordered and more importantly paid for.

Any advice on who to contact or go to now? I actually want the item because I need an EU size for the bed frame I have and not many places sell them.  I dread to think what would happen if I wanted to return it under their 200 night sleep guarantee....

marcia_

 How did you pay for it? 

The_Unready

The Op said the money was taken from her credit card....

marcia_

The_Unready said:

The Op said the money was taken from her credit card....

Missed that ty. 

 In that case ring your credit card and initiate a S75 claim as they are equally liable for the non delivery. They will first try a chargeback but either way you get your money back

born_again

Well if you want to get your money back going forward, it will be a easy chargeback. Just remember it will be 120 days from 22 Aug as a limit.
But do not leave it till the last week to chase card provider.

Seems they are being investigated by CMA, but this dates back to 2022, but was reported again this year.

https://www.independent.co.uk/news/business/news/emma-sleep-cma-mattress-which-b2236455.html

MrsBagpuss_2

Well that's also interesting @born_again, they seem to have no shortage of online agents available to try and sell you to and plenty of emails regarding sales and promotions come through every week, plus lots of advertising posts on social media.  They do have many good reviews, and good reviews of the product, including from Which?, hence the desire to actually have the thing to sleep on. 

sheramber

reply to complaints on Trustpilot

Reply from Emma Sleep UK

An hour ago

Hello Mrs R,

We would like to express our deepest regret for the delay in shipping your order. The delay has been caused by factors not under our control; however, we take full responsibility for the delay. This incident has been noted and the necessary measures have been taken to ensure such incidents are not repeated.

We value your feedback, please accept our apologies.

Can I please get your complete name, order number and email address so that I can investigate this issue for you?


Yours sincerely,
The Emma UK Team

marcia_

 Did you reply? They were pretty quick to reply to me even though I emailed 7pm. Do contact them. 

PHK

born_again said:

Well if you want to get your money back going forward, it will be a easy chargeback. Just remember it will be 120 days from 22 Aug as a limit.
But do not leave it till the last week to chase card provider.

Seems they are being investigated by CMA, but this dates back to 2022, but was reported again this year.

https://www.independent.co.uk/news/business/news/emma-sleep-cma-mattress-which-b2236455.html

According to gov.uk the case status is "open" 

It says Emma Group were written to about their sales practices (countdown timers, false discounts, misleading customers) They await Emma Groups plans to put things right or defence of what they have done.

MrsBagpuss_2

marcia_ said:

 Did you reply? They were pretty quick to reply to me even though I emailed 7pm. Do contact them. 

Oh yes of course I replied, and have sent and also received many other emails that are realistically just false information and never result in progression or delivery of the order.  

They are very quick to put standard text like that on TrustPilot and also social media posts.

MrsBagpuss_2

Ok so I've been going back to TrustPilot to find more and more people in the same situation.  One has said they were told that "They can no longer procure mattresses and are looking for an alternative supplier."

This would explain a lot, I don't have many concerns about getting a refund via credit card etc, but having little hope of ever getting a mattress to sleep on is just depressing