Emma Sleep - USA

Horrible customer service. Won’t answer the phone, sat on the phone for 3 hrs on 2 days and wouldn’t answer. They won’t respond on the website and I’ve been waiting for them to process the next step for my refund for literally a month.

not pleased at all

One of the worst customer experiences I've had. The mattress Emma build their reputation on is gone, long gone. I was lucky enough to try the original Emma mattress while traveling, so when I saw this 60% sale (which has been going for at least 3 months) I had to go for it. It was no longer entirely foam, this time it had springs, which I wasn't happy about, but surely Emma could guarantee a mattress just as comfortable as their flagship item, right? Well, when I got the mattress, I scanned the QR code to learn how to unpack it, and the webpage was broken. I tried again, nothing. I watched videos online to make sure I was opening it correctly, but they had a special slicer in their package, to prevent damage, and my package was void of that slicer. So I had to carefully snip tiny bits of plastic, hoping the mattress wouldn't suddenly flop open and launch my scissors, so close to my face. I open the mattress, I let it breathe, I put a protective cover on it, I try it out. The springs squeak in just one section of the bed when you pass over it. No idea why just one area squeaks, not all, but something must be different with that set. Seems perfect otherwise. I sleep on the mattress for a night and then wake up with lower back pain. Unusual for me. . . but maybe the mattress was just still too firm? I try again the next night, lower back pain again. This bed is not for a side sleeper, which I am. I contact support after knowing this isn't the mattress for me. I can't return it until my entire 30-day trial is over. So now, I'm stuck with a giant king-sized mattress that I don't want to sleep on, or can't let anything damage it for the next 30 days so I can get my full refund. Annoying, but it was their policy. Consider that before thinking this will be a "risk-free-trial" as they claim. 30 days later, I contact support. They are overwhelmed with returns (not surprised) and only respond to me 4 days later because I had to send another support ticket to hear anything about my return. My return is processed, pickup is scheduled, then surprise! One day before the mattress collection team was meant to pickup the mattress, I get an email from support, saying they are not able to service my address. Donate it, give it to a friend, do something, basically, this is now MY problem to get rid of a 10" king size mattress, that they could not. You can't donate mattresses the same way as you used to. No one wants to accept them without a full cleaning facility on site. Anything that would accept a mattress donation certainly does not also have a pickup service. Oh and to top it off, IT ISN'T FREE. So to fix the issue of Emma not being able to haul away their mess, I have been quoted $140 for mattress retrieval/processing. Absolutely not. I could sit and wait for Emma to fix this, as I have when I sat on hold for 1 hour and 20 minutes, or emailed them twice in the past two days for help, but I have to solve this now. So much time waiting for this to resolve has been wasted. I am now moving TODAY and still have this burden of a king size mattress sitting in my living room. This is not a "risk-free-trial" or by any means, the customer service they pretend to have. A few junk haulers advised me to contact a lawyer because they hear these situations a lot, and it is a common thing to dump the problem on the customer, and have them spend the money to fix what they themselves guarantee on their website. What a huge shame.

No customer support!

If I could give zero stars I would.