고객 계정에 로그인 하신 상태에서 '뉴스레터 구독' 탭을 클릭하시면 언제든 구독취소를 하실 수 있습니다. 저희 계정을 원하지 않으시면, 뉴스레터 하단에 있는 '구독취소'링크를 클릭하시어 구독취소 하실 수 있습니다.
The really by far worst customer service I've ever seen. No hotline, need to answer forever, have a catastrophic system that forgets orders, my drama has been pulling out for a year. In addition, constantly changing models, currently they have only one lowprice model (Emma One). They, apparently, are not convinced of their own products. Buy from Casper or Bodyguard or Schlaraffia but make a bow around Emma!
Hugely frustrating experience. Bought the mattress and tried it out. It's too soft and retains too much heat for comfort. So we decided to return it. The call centre notified us that the mattress would be donated to a charity organisation. However, due to Covid these are not picking up the mattresses right now. We offered to drop off the mattress and speak to charity directly. Emma refused to provide details. We now have no visibility on when we will be able to return the mattress and get a refund. We have bought another mattress and now have the Emma mattress taking up space. It's entirely unsatisfactory. Salute and love the idea of working with a charity. However, the current outcome makes one doubt the sincerity of Emma's intentions and we have to ask itself if this is just a really nefarious way of managing their working capital. It would be sickening to misuse the great charity concept in such a way.
Order on May 5, account debited on May 8. Parcel still in transit since May 18. Never contacted. Emma Customer Service Contact: No response. Deplorable customer service. This is the second time I've ordered. The first time, the delivery time of 10-15 days turned into 8 weeks. I thought I had no luck but unfortunately it confirms that they are very strong for advertising and cashing orders but after you can always wait. I don't recommend Emma.
The mattress is extremely comfortable however it’s absolutely boiling hot due to the memory foam. I often wale up in a bath of sweat. Very misleading even thought it says cooling foam. This is false its so hot and making the summer evenings unbearable
We also ordered a topper on April 13th. Many phone calls and e-mails later (which we had to go after ourselves) the whole mess but canceled.
Communication is one thing here.
I finally got money back after 2.5 months, but geez... what a hassle!
And then still sprinkle with discount promotions on the site as if nothing is wrong..
Learn to communicate with your customers! Saves a lot of frustration.. and maybe even decrease cancellations..
No delivery, order placed more than two weeks ago and nothing. Order not processed, not prepared... nothing except the amount taken. Scramble? I don't know what to do because I have three months to test an invisible mattress
Order made last Monday. Next day we received an email that the order has been cancelled! But the money is written off from me cc. Mail sent about this and still no comment! Fine that you cancel, but then you don't have to write off money. This is not about a few euros. How long will it take before I get my money back???
Order placed on May 10 during their 40% discount
Transfer cashed right away. After 15 days I realize that the status of my order has never changed so I send an email that has no answer, so I decide to call them all day without having someone.
I decided to put a notice on their site to make them move and the next day, to my amazement, they totally changed my opinion of late delivery to put one of them saying I was not satisfied with their mattresses.
I've never seen that, funny practice!
I would give 0 stars if I could - Absolutely appalling customer service - They will talk to you only when they want your money - Do not waste your time and money in this company - DO NOT BUY FROM EMMA MATTRESS!!!! I never would have thought a company would be so dreadful at the best of times, let alone during a global pandemic! Horrible company
Update 08/06: Customer service is now closed until 15 June... AVOID EMMA! or try to reach them before buying. you will see.
Update 01/06: hello to all, in front of so many similar complaints (receipt then total disappearance and all communication and customer service, I reported the behavior to the Directorate of Fraud Enforcement DGCCRF.
I advise you to do the same to prevent other consumers from finding themselves in the same situation and to alert the authorities to a situation that seems exceptional.
Update 31/5:ATTENTION The Emma service has indicated that I have been contacted following my review. THIS is a lie! Especially avoid like plague. More and more worried about My purchase and the practices of this company. For those in the same situation, I am prepared to take a class action before the courts or refer a consumer association.
Service such after sale opened only on June 2. This poses a problem in the context of late deliveries. No answer possible. Emma advice, most companies do telework, your after-sales service may have a call forwarding to communicate with customers. No reason to close it completely.