Emma Sleep Poor Service

Reviewer19

On 27 June 2025, I ordered a mattress topper from Emma Sleep's website.     

1. The item delivered on 3 July looked nothing like what I ordered. I contacted Emma Sleep's web chat on 4 July, and after 50 minutes of back and forth, the agent finally acknowledged I had received the wrong product.

2.  I requested escalation to a manager, but to my surprise, the agent advised there was no manager on his team and could therefore not escalate my query to anyone.

3.   So, I called Emma Support Team instead (spending another 20 minutes on the phone). The agent arranged for another mattress topper to be sent out. I was assured it was for the same topper I had initially ordered (the Emma Flip Mattress Topper).

4.   On 9 July 2025, I received the second topper, but again it didn’t match the product on the website.

5.  I spent another hour on the live chat seeking clarity. The agent confirmed it was still the wrong item and initiated returns for both toppers.

6.  I then had to spend time repackaging both products and waiting at home for collection — adding further time and effort on my part.

In total, I spent over 2.5 hours dealing with this issue, with repeated failures by Emma to send the correct product, confusion, and a lack of escalation support. I requested £150 in compensation (a fair ask considering the significant inconvenience and time I had to spent rectifying Emma Sleep's errors.)

Emma Sleep refused to compensate for the time I wasted, the inconvenience, and the poor service. Instead I was offered "a discount code for a future Emma Sleep purchase" - when it's obvious to anyone with a functioning brain that I can't possibly order from Emma again after all the errors and poor service.

Don't customers have any rights in this situation?

marcia_

Reviewer19 said:

On 27 June 2025, I ordered a mattress topper from Emma Sleep's website.     

1. The item delivered on 3 July looked nothing like what I ordered. I contacted Emma Sleep's web chat on 4 July, and after 50 minutes of back and forth, the agent finally acknowledged I had received the wrong product.

2.  I requested escalation to a manager, but to my surprise, the agent advised there was no manager on his team and could therefore not escalate my query to anyone.

3.   So, I called Emma Support Team instead (spending another 20 minutes on the phone). The agent arranged for another mattress topper to be sent out. I was assured it was for the same topper I had initially ordered (the Emma Flip Mattress Topper).

4.   On 9 July 2025, I received the second topper, but again it didn’t match the product on the website.

5.  I spent another hour on the live chat seeking clarity. The agent confirmed it was still the wrong item and initiated returns for both toppers.

6.  I then had to spend time repackaging both products and waiting at home for collection — adding further time and effort on my part.

In total, I spent over 2.5 hours dealing with this issue, with repeated failures by Emma to send the correct product, confusion, and a lack of escalation support. I requested £150 in compensation (a fair ask considering the significant inconvenience and time I had to spent rectifying Emma Sleep's errors.)

Emma Sleep refused to compensate for the time I wasted, the inconvenience, and the poor service. Instead I was offered "a discount code for a future Emma Sleep purchase" - when it's obvious to anyone with a functioning brain that I can't possibly order from Emma again after all the errors and poor service.

Don't customers have any rights in this situation?

 You have the right to receive the items you ordered or a refund if it cant be provided. Thats it. 

Aylesbury_Duck

How did you arrive at £150, and what does that represent, i.e. how much was the product?

Ayr_Rage

No hope of compo as you are not entitled to anything apart from a full refund.

Time2Go_25

Aylesbury_Duck said:

How did you arrive at £150, and what does that represent, i.e. how much was the product?

They are anywhere from £145 to £230 (or there abouts) depending in the size you order. No hope of getting £150 in compo