9,222 reviews
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It’s a good mattress that we got for the spare room. It’s comfortable however I find that the materials are thinner than the Emma Matt it replaced that it was exactly the same as. Show details
Reviews with attachments
Disappointing, quality seems cheap. Very basic bed with no side edge support. If you sit or lie on or near edge you end up on the floor! It doesn't have much comfort, im a side sleeper and my shoulder is very painful since using this mattress. Purchased on sale but still not worth the money, better to pay more for better quality. Customer service was good and helped organise the return of mattress Show details
Hi Larc. I am so sorry to hear that your experience… Read more
So happy I found Emma after sleeping on a koala bed before my new life new start begins with Emma very happy and I would love the pillows to match Show details · 1
Horrible experience. Our first order was a defected product with an uneven surface that caused us a terrible back pain. Then the Emma Matress organised a new mattress to be delivered to replace the defected one. The replacement one is still not very comfortable but after what I went through dealing with their customer service team I don't even… Read more
bother contacting them for exchange or return of the new mattress. What I mean by this is that it took Emma mattresses about 2 weeks to deliver replacement mattress which i thought was okay but it took them around 6 weeks to organise a collection for the defected mattress which sat in the middle of our living room for that long. When we told them we would leave the mattress outside for collection they threatened us to cancel our warranty. Their customer service team were very condescending and unhelpful and continued harrassing me even after I told them to stop contacting me. I even unsubscribed so that I wouldn't receive any more emails from or about Emma but here we are, they sent me 4th follow up for feedback after i unsubscribed. Here is your feedback. I do not recommend Emma product and services.
Hi Ez Kin. I am truly sorry to hear about the… Read more
I didn't expect it... I wasn't sure at first because I was expecting to lay down on a soft cloud. However it's been a few months now of trialling it and I realise my back pain has stopped, I can sleep comfortably and after sleeping on really soft cloud mattresses in hotels on my travels, those initially felt luxuriously comfy, but I the next… Read more · 1
morning I had a sore back and was longing for my Emma mattress again. The exchange option and loads of great reviews gave me some peace of mind to give it a go, I was sceptical to buy before I try, but I feel vindicated that my mattress buy was worth the risk.
- +2
I would have put 0 stars if I could. I ordered this mattress because I had slept on a friend's and loved it. The first mattress arrived damaged and had lumps and bumps and no side support. Emma Sleep advised they would have the mattress collected within 7 days which would have been before the 21st March. Still not collected. I had visitors who… Read more
had to sleep on it but it was so uncomfortable that one of them hurt their back trying to get out of bed due to the lack of side support. I gave them my bed and slept on the couch, then went out and bought a rollaway bed the next day which I slept on till they left. The second mattress arrived on the 27th March This one was even worse. They advised they would also collect this and refund me. It is now the 3rd of April and both mattresses are still here taking up valuable space that I need. I hurt my back trying to move them out of the way for the mattress I ordered from a different company. I called Emma Sleep as I'd had enough of their AI generated emails with airy fairy responses saying they hoped I was getting some wonderful sleep, blah blah blah. What the? They kept saying they understood my frustration, but clearly they don't. The person I got on the phone said he couldn't do much because a case had already been generated and I couldn't get a refund until the mattresses were collected. At one point they sent me an email giving me 2 options. 1 - take it to an op shop or 2 - take it to landfill and then wanted proof of whichever I chose to do. Seriously? Firstly, I cannot lift a mattress on my own. Secondly, this is assuming I have a trailer and tow bar which I don't. Thirdly, this is me doing their work for them and saving them money. It also costs $50 per mattress to dispose of to land fill. I have only just moved into my new house and am still unpacking. My belongings were in storage for 2 years so I'm having to wash everything, therefore I am very time poor and exhausted without having the added stress of dealing with a company who can somehow get a mattress delivered within a week, but is stalling to collect them. The same chap delivered both and said he couldn't understand why they didn't just get him to collect the first one at the same time as this was something they do. Absolutely appalling customer service. How can't hey get it so wrong when my friends mattress was so comfortable. Shame on you Emma Sleep. Not good enough.
Hello Danielle. That’s totally not cool to hear and I… Read more (+2 replies)
Unfortunately the king mattress was about 7cm too small for my king bed frame. I waited 5 days for it to inflate but it didn’t. I sleep on the edge of the bed and I rolled off the side it provided no support unfortunately. I have initiated return process and the customer service has actually been seamless and amazing! But the mattress itself is absolutely terrible. Thin layer of memory foam and you can feel the springs all through the sides. Show details
Hi Skye, good day, we appreciate sharing your thought… Read more
- +1
The mattress is 7cm less width than Australian standard king Bed. The mattress is sunken on all sides. The filling is 5cms sagging on all sides. I have sent 6 emails stating that it is inferior quality. There is no point in my trialling it. If you sit anywhere near the side you slide onto the floor. the I am lucky to have an alternative mattress… Read more
to sleep on. The Emma company do not have a phone number. I get the same email reply. Answers nothing just says they are busy. I paid nearly a 1000 dollars. It was supposed to be a Black Friday special. It is just rubbish. I will post again with a photo of the sagging. I am sick of no response or having to do so much work to get a reply. A robot response. You have to go to a lot of work producing photos. Rulers to prove it is sagging. Taking the cover off. To bad if you live alone or are incapacitated. It is such a shocking experience. Worst online shopping experience I have ever had.
Hello, good day. Thanks for sending us your honest and… Read more (+2 replies)
Latest follow-ups
I had a major spinal injury back in 2010. 15 years on I have had a growing issue with back pain. Since completing my 150 nights trial I have beaten the nagging every day back pain. I am so so pleased I took the step to purchase this new mattress, it has been worth more than money can buy for me personally. Show details · 1
Follow-up · My old mattress was less than two years old, and AH Beard mattress. It keeps me cool but comfortable Delivery was so quick & easy Still no longer suffering lower back pain
Impressed, however it is weak on the edges, so has started to sag as a result. It is comfortable though. Show details
Follow-up · Sagged because of unsupported edges. We have disposed of this mattress
Hello, Rick. We are happy to hear that you have been… Read more (+3 replies)
I’m very disappointed with my Emma Comfort Adapt mattress. The king size I purchased is noticeably smaller than my king bed frame, which was the first issue. I tried several times to return the mattress, but customer service refused, insisting I… Read more
continue using it for a few more months to see if it would ‘settle.’ Unfortunately, the mattress has now started sagging, and because the 150‑day trial period has passed, I have no choice but to keep it. Overall, this has been a frustrating experience and I cannot recommend it.
Follow-up · After multiple email exchanges with Emma regarding my earlier concerns, I want to provide an update. Emma ultimately agreed to replace the mattress, which I appreciate and view as a positive step in handling the situation. However, given my experience so far, I chose not to accept a replacement and instead requested a return and refund. To Emma’s… Read more
Hi Carlo. Thanks for giving us honest feedback when it… Read more (+2 replies)
Positive reviews
Really loving my new mattress. I've had it about 6 weeks now and its great, very happy with my purchase, I am sleeping really well. Delivery was super quick and customer service excellent. Show details · 1
Find out how Emma Comfort Line compares to other Mattresses
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The mattress is very comfortable and takes the shape of your body. I have slept well on it since I bought it. The only thing I would improve is the fact that the edges of the mattress could be more supportive. Show details · 2
Follow-up · 2 months in and the bed still feels great. The edge support is yhe only thing I would suggest improvements on..
Fantastic company to do business with. Mattress was delivered just under 24hrs from order (Business Address) with great tracking. I had an issue with the QR code on the box for instructions and care. The help team went above and beyond to get me the information and rectify the QR code error. Once my bed frame turned up I could finally test out the… Read more · 1
new mattress - To be honest I was a little sceptical of a mattress in a box but with 150day sleep guarantee I thought why not. I can honestly say I'm so very glad I gave Emma Mattresses a try. Best night sleep I've had in a very long time. So very comfortable and much cooler than normal Mattresses. Thanks guys for the fantastic work. Keep it up.
Negative reviews
thank you to all, who had provided the experiences, I too was hesitant and the fact they dont have a physical address says it all, they hide on the web, and in the case you decide to take them to court you would need to take them to the high courts which will be well over the cost of the mattress, not worth this hassle, not buying from here again or ever
Hi Chad. It is completely understandable to feel… Read more
Poor edge support and had to add memory foam topper to make it comfortable enough to use. Can’t use the purchased mattress protector as it makes the mattress too firm Show details
Hi Daryl. Thank you so much for sharing your honest… Read more
Contacted them on the scheduled day of delivery to see if I could get a delivery window, only to be told that the mattress I had ordered and paid for was out of stock and wasn’t restocking for 3 weeks. Who knows when I would have found that out if I hadn’t reached out to them. Since the delivery was scheduled for that day I had already sold my old… Read more
mattress that morning. The only solution they had was for me to refund my order and buy a different mattress from their line (for more money). So I’ve had to spend more than I wanted, am out heaps while I wait for the refund to process, and will be sleeping on the couch for god knows how long because they couldn’t do anything to expedite the delivery despite it being their mistake.
Update, after reading many more awful reviews on here I have cancelled my order and will be looking elsewhere.
Hi Lucy. I am truly sorry for the stress and physical… Read more
Recent reviews
Comfortable but nowhere near as soft as I thought it would be. We are both lightweight (50-70kgs) side sleepers and we both feel like we sleep “on” this mattress rather than sinking in. That doesn’t make it uncomfortable, but it’s just not what I expected from reading all the reviews. We’ve used it for 2 weeks now. From my research this one… Read more · 1
seemed to be the softest “mattress in a box” available, so I’m very glad I didn’t go with anything firmer. It was a good (sale) price so I don’t mind spending a bit extra on a topper to get a softer feel. Delivery was prompt
We have three Emma mattresses, they are especially great value when on special. I brought 2 back from the UK to Australia when I moved home. Super comfortable and lasting well. Show details · 1
Follow-up · The mattress is great for my back, good support and it is lasting well. The ones from the UK came back with all my household things by ship (I had been living there).
Super comfy mattress. I normally get a bad back but not with this! Really supportive without being too firm. It’s much lighter to move than I was expecting which makes changing the sheets easy z Show details · 1
The mattress is very comfortable. Not too hard nor too soft. I roll around during sleep and I don't get any stiff neck or anything. Support is great for my weight. Show details · 1
Find out how Emma Comfort Line compares to other Mattresses
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Absolutely loving my new mattress. Needed a mattress for a second bed and am genuinely impressed by how comfy this is especially as I was hesitant about a mattress in a box. Feels like a memory foam and is super comfy. Delivery took a little while but overall would happily recommend product. Show details · 1
Product is OK. Customer Service and communication woeful. I bought a mattress well in advance of a move into a new property. I called rather than buying online and confirmed that they could deliver on a specific date a number of weeks in advance. I was told no problem. Miscommunication started then. I was bombaded with messages to say "on… Read more
it's way", "we have your parcel". Clearly not. When the day came for move, no sign of the mattress and no communication. About a week later I received a"sorry we are out of stock". Err, I bought and paid for this, so stock should have been put aside! A series of seriously patronising emails overflowing with platitudes "understanding my frustrations" followed. Two weeks later the mattress arrived. Simply not good enough.
Hi Paul, I am truly sorry we failed to meet the… Read more
Delivered next day after placing order. Assembly was quite simple. The mattress helped reducing discomfort following shoulder replacement surgery. Mattress offers me much more comfort on both my shoulders for a better sleep Show details · 1
Thin and uncomfortable – The title says it all, matress was thin and uncomfortable for us, others seem to love them going by other reviews though. Show details
Hi Ben, I am truly sorry to hear that the mattress did… Read more
We have had the Emma comfort mattress for about two years now, and for the most part it has been comfortable. It's a medium-firm mattress and so far there is no sagging in the foam. However, I have noticed some partner disturbance - I am smaller than my husband (55kg, vs 100kg) and can definitely feel his movements through the mattress. Show details · 1
Comfortable King Mattress and a great price, my wife used to have an uncomfortable sleep but this mattress has changed that Show details · 1
Within three years the sag and dip is almost as there is nothing below. It's such that if I sleep on it with my baby next to me, the depression will make the baby roll. When I showed the dip to customer service ,I was told this is expected behaviour. So apparently the mattress will only serve you three years as compared to similar priced brands… Read more
that will serve you for 7-10. So if you have lots of money and love changing mattress every three years then please buy Emma sleep mattress. If not, then avoid the sale and marketing for Emma and buy something else please
Hi Kapil. Since we already had an existing… Read more
Excellent. Best sleep I have had for a long time. It felt very soft but sleeping it is very supportive Show reply
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Hi Fiona, Thank you for reaching out and sharing your… Read more