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

Stirling14

I’m in exactly the same situation. Ordered a mattress on 1 September; website still says expected dispatch date 8-15 September. Have exchanged many emails with them - all non-sensical (some moronic) replies with no actual facts or information. It’s beginning to feel like either a scam or a company in its death throes; taking money but can’t deliver. Have initiated a claim with my credit card company. Ordered a mattress from them 2 years ago - no issues at all. Huge deterioration at Emma Sleep. 

atw_uss

Just read this having also had a very poor experience with Emma Sleep - similar to many others, I was impressed by the positive reviews on Which and ordered one for an elderly relative thinking it would arrive soon (- I've previously ordered from Eve and had delivery within the week). Initially all seemed fine and an UPS label was created 48 hours later (dispatch at order time noted as 3-5 days), but a week later nothing had changed and UPS had not received the mattress, although Emma said it had been dispatched from the warehouse.

There is no phone number and the online chat had disappeared so I emailed instead, getting a very generic answer the next day. After a few more emails, I reached out via FB messenger and managed to find out a little more ('mattress seems to have been lost in transit') - a cancellation and refund were agreed, and while the money hasn't yet landed, I have had formal confirmation of it.

There are quite literally hundreds of similar messages on Facebook and Trustpilot, all seemingly quite recent and saying similar things (and just a few positive comments, often dated for earlier in the summer). Clearly something is going on and the customer service people seem powerless to help much. All rather worrying but adverts still going out on TV!

mushhead

I'm having the same issue too.

Ordered 9 days ago, took the money, sent a generic email with an expected delivery date, and nothing.....

Can't seem to get hold of anyone.

Their live chat had completely disappeared from their website and they're ignoring emails now

ROB1890

Greetings to all! I trust you're doing fine. I wanted to inform you that I've made the decision to cancel my order with Emma. I patiently waited for nearly three months for the "next-gen" mattress, but upon its arrival, I was disappointed to find that it bore no resemblance to the image displayed on the Emma website. Instead, it appeared to be a poorly constructed mattress that lacked adequate support.

Upon my return, I decided to conduct some investigations into Emma, a company that purported to be based in the UK but was, in fact, headquartered in Germany. My discoveries were quite concerning. I learned that Emma had received two warnings from the Advertising Standards Authority (ASA): one for misleading promotional offers and a second for seldom selling their mattresses at their full price. Additionally, there was another warning from ASA regarding an advertisement on YouTube. This advertisement was associated with a website, Top 5 mattresses  which claimed to provide independent mattress reviews but was, in reality, operated by Emma itself.
Emma's decision to disregard the ASA's warning regarding misleading discounts prompted the Competition and Markets Authority (CMA) to intervene. After their investigation, the CMA also concluded that Emma rarely sold mattresses at their full price and subsequently issued a warning to the company.
So, why did I decide to purchase Emma's mattress? Well, my decision was influenced by a review on Which? Best Buy. However, to my surprise, I later discovered that Which? charges Emma for the use of their award. While I'm not certain about the exact amount, it appears to be around £30,000 per year per award, based on information available online. This revelation left me somewhat annoyed, as I had chosen to buy the mattress primarily based on the Which? award.
Although I have received a refund, I'm left with concerns regarding Which?'s continued support for Emma. It seems evident from the numerous 1-star reviews on Emma's Trustpilot page that there are many dissatisfied customers. I wonder why Which? continues to endorse Emma, and I suspect it may be due to the financial arrangement where Emma pays for the use of these awards.
Which, a brand that is supposed to safeguard consumer interests, appears to be prioritizing its own financial gain over the protection of customers like you and me. It's disheartening to see them profiting while customers are left feeling misled and unsatisfied with their purchases. I'm astonished that Which? allows such practices, and as a result, I've decided not to make any future purchases based on their reviews.
Consider this a cautionary message to others: please be vigilant when it comes to incentivized reviews and deceptive information on Emma's website. Stay informed and exercise caution to ensure your purchasing decisions are based on accurate and unbiased information.

monkey__tennis

8th Oct: Ordered sofa bed
12th Nov: Forecast dispatch date
26th Nov: Chased via online form
30th Nov: Reply with apology but no ETA. Explanation is "we're going through some challenges due to unforeseen circumstances". Immediate reply to my request for an ETA of '1 to 2 weeks due to the very high demand'. Take a screenshot of Emma website that has the same ETA for this product.

11th Dec: Send another chase via website. So far no reply.

So they've had £1500 from me since October and missed 2 delivery forecasts and take days to respond to requests for information. I can't now buy an alternative product in time for our Christmas guests so am hiring a van to borrow a bed from generous family nearby. Cost will be £120.

The product I have ordered is still advertised on the Emma website as 'available in 5-10 working days'. I have been waiting 48 working days.

born_again

monkey__tennis said:

8th Oct: Ordered sofa bed
12th Nov: Forecast dispatch date
26th Nov: Chased via online form
30th Nov: Reply with apology but no ETA. Explanation is "we're going through some challenges due to unforeseen circumstances". Immediate reply to my request for an ETA of '1 to 2 weeks due to the very high demand'. Take a screenshot of Emma website that has the same ETA for this product.

11th Dec: Send another chase via website. So far no reply.

So they've had £1500 from me since October and missed 2 delivery forecasts and take days to respond to requests for information. I can't now buy an alternative product in time for our Christmas guests so am hiring a van to borrow a bed from generous family nearby. Cost will be £120.

The product I have ordered is still advertised on the Emma website as 'available in 5-10 working days'. I have been waiting 48 working days.

Chargeback for non receipt to get your money back. 

monkey__tennis

@born_again Aye. I shall if my current refund request isn't honoured fairly quickly. I've also submitted a complaint to the ASA for misleading online advertising claims.

Ebeneezer9

I recently placed an order with Emma and given an estimated delivery time frame which came and went with no goods arriving, no email, and a devil of a time using their chat bot trying to resolve the issue.  I couldn’t speak with a human being and spent hours using the “live” chat bot getting nowhere. 

Eventually I cancelled the order using the automated chat bot and to my great surprise within three days my money was repaid to my credit card.  Avoid this company at all costs. 

PHK

Ebeneezer9 said:

I recently placed an order with Emma and given an estimated delivery time frame which came and went with no goods arriving, no email, and a devil of a time using their chat bot trying to resolve the issue.  I couldn’t speak with a human being and spent hours using the “live” chat bot getting nowhere. 

Eventually I cancelled the order using the automated chat bot and to my great surprise within three days my money was repaid to my credit card.  Avoid this company at all costs. 

I would say that doing research before buying is also good advice. (Not having a go at you)

This company has been under investigation by the CMA since last year and there's threads on here talking about orders. 

MrsBagpuss_2

Well just to complete my story.  Emma did finally dispatch my mattress in November, with no notice and when I was out of the country!  Typical! Thankfully I managed to spot the email they sent and then set a redelivery date with UPS in their app for when I would be back.

I also ordered in the first place based on the Which? review, but I had a limited choice of suppliers due to needing an EU double sized mattress.  I truly hope that I do not have to send it back or ever have it replaced.  As a product it is ok, but having slept on a sofa bed for nearly three months my perspective is a bit warped!