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

PabloD

Has anyone tried cancelling the order due to non delivery? I have not received my mattress ordered 25 November. Receiving same emails

ROB1890

PabloD said:

Has anyone tried cancelling the order due to non delivery? I have not received my mattress ordered 25 November. Receiving same emails

check the reviews on Trust Pilot as its not looking good for refunds 

ROB1890

Emma Sleep is facing further scrutiny for their questionable trading practices, as they are currently under investigation in Australia for similar issues that the UK ASA and CMA are already looking into. It raises concerns about the company's integrity and why they seem to engage in dishonest trading behavior.

https://www.accc.gov.au/media-release/mattress-supplier-emma-sleep-in-court-for-alleged-misrepresentations-about-prices

arporter

From my current experience I would advise great caution in ordering from Emma Sleep. I contacted the company to cancel my undelivered order, in part due to the uncertain delivery timescales. The response given was we are unable to cancel until it is assigned a courier. This step does not have a timescale associated with it.

I am still currently awaiting the order to be cancelled. There seems to be a great deal of uncertainty between the ordering system and supply chain / delivery with this company. 

Amy_alexandra

Hi @arporter I am having issues too, ordered 27th December and still nothing. I did get an email to say it was being dispatched last week but nothing since contacted them today and they’ve ordered a replacement (believe it when I see it!). Will give it another week or so and then think I will attempt to cancel too. Gutted as I paid more thinking they were reputable. 

jnthgn

Order no 0006-FX3YES. Waiting for delivery information, getting nowhere. Their contact centre is in the Phillipeans and they are completely useless. I’ve asked for issue to be escalated and just get fobbed off. Wish I’d read this before ordering. Not convinced we will ever get our order. Please speak to your customers and give facts. Don’t get them to call Phillipeans. 

born_again

jnthgn said:

Order no 0006-FX3YES. Waiting for delivery information, getting nowhere. Their contact centre is in the Phillipeans and they are completely useless. I’ve asked for issue to be escalated and just get fobbed off. Wish I’d read this before ordering. Not convinced we will ever get our order. Please speak to your customers and give facts. Don’t get them to call Phillipeans. 

5 post in gives you the way to get money back.

You might want to edit order number out..

Bogwoppitt

I am having similar issues and would like some advice. I bought mine about 4 years ago, mainly due to the hype from both Which? and Top Five Mattresses website. 

Within 6 months it had deteriorated so badly that I had to contact them. They demanded pictures to prove how bad it was. 

I sent them.
They weren’t good enough.
I sent more, with a veiled threat that I would be taking it up with Trading Standards.
They grudgingly sent a replacement.
The replacement failed within 12 months. 

I had the same grief. 

I was sent another replacement that also failed and they again messed me about with saying the photos were not good enough.
In the end, I put it off because I wasn’t using the mattress but messaged them recently and they again have said it’s an exchange only item. But I did report this to Trading Standards during the last replacement and I’m sure they said there is a limit to how many replacements they can force on you before giving a refund.
Has anyone tried the small claims court with these cowboys?

Bogwoppitt

Just to update the thread, they have finally got back in touch and agreed a full refund.

marcia_

Bogwoppitt said:

Just to update the thread, they have finally got back in touch and agreed a full refund.

 Thanks let us know if the refund arrives