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

Sd40

Im ordered mine from mattress on-line, very good service.  Kept me informed on delivery all the way through.  I was aware from the beginning that it would take three mon the.  Got it delivered today.  Only problem when I put it on to the bed, the mattress exploded and deposited me on the floor! 

ROB1890

PHK said:

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.

This is no longer the case and CMA is not prosecuting Emma for illegal sales tactics. To add Emma is also been prosecuted in Australia for the same thing by the ACCC

Emma is dodgy and thats clear from its advertising tactics 

https://www.gov.uk/government/news/cma-launches-court-action-against-emma-to-protect-uk-consumers

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

https://www.accc.gov.au/system/files/ACCC%20v%20Emma%20Sleep%20_%20Concise%20Statement.pdf

ROB1890

Emma shows a troubling disregard for its customers by selling cheaply made mattresses at premium prices, often failing to deliver on time or providing products that turn out to be faulty. It raises serious questions about a brand willing to deceive its customers by advertising substantial discounts that are, in reality, inflated through artificially increased RRPs. This practice has led to the UK Competition and Markets Authority (CMA) taking legal action against Emma. Similarly, in Australia, the ACCC has also pursued legal proceedings against the company for comparable issues. 

Despite multiple warnings from authorities like the Advertising Standards Authority (ASA) and CMA, Emma has continued these deceptive practices. These warnings date as far back as March 2022, with further action in November 2023, yet the company persists in misleading customers into believing they are purchasing high-quality products at discounted rates. If Emma is willing to mislead consumers even before a purchase is made, it raises concerns about their overall integrity and what other corners they may cut to secure customers' hard-earned money.

Adding to the frustration is the role of Which?, a trusted consumer protection platform, which continues to feature Emma without adequately warning customers about delays, refunds issues, or the brand's ongoing legal troubles. In one article, Which? even claimed Emma had resolved its backlog and issued refunds, despite evidence to the contrary. This is deeply concerning, especially since Which? has been aware of Emma's questionable practices since at least March 2022, following the ASA's warnings, and continued to promote Emma after the CMA's findings of misleading advertising. 

In stark contrast, Trustpilot has taken proactive steps by issuing a warning on Emma's page, advising customers to contact Trading Standards and highlighting the CMA's investigation. Shouldn't a platform like Which?, which is expected to prioritize consumer protection, be leading such warnings instead of leaving it to Trustpilot? 

This behavior suggests a failure on Which?'s part to hold brands accountable, effectively funneling unsuspecting customers toward Emma, where they risk delays, poor service, and prolonged refund processes. In this light, Which? appears to share some responsibility for enabling Emma's practices and should be scrutinized for its role in this ongoing issue. Both Emma and Which? need to be held accountable to protect consumers from further exploitation.

See the links below 

https://www.gov.uk/government/news/cma-launches-court-action-against-emma-to-protect-uk-consumers

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

TrustPilot 

https://uk.trustpilot.com/review/emma-sleep.co.uk?sort=recency