Verified
The topper is very nice, firm and definitely recommend but only issue is we feel very warm during sleep, may be our body temperature is trapped from bedsheet and topper, we need to think about altern... See more
Company replied
Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews.
Review summary
Based on reviews, created with AI
Based on these reviews
Verified
The hardness of the mattress was very good, almost exactly as expected although it could be a tad harder. Would’ve been good to have this hardness level as an option also for the mattresses with a w... See more
Company replied
Verified
The mattress is great, but the coverage has a weak hand holder that started to undo the sew when I hold the mattress with the hand holder. The communication about the delivery could be more precise,... See more
Company replied
Verified
Delivered quickly, the mattress is in perfect condition. On a side note, I would have chosen a slightly more rigid one instead of following the general recommendations, as it is a little softer than... See more
Company replied
Verified
I'm very demanding on comfort, I used to have one spring mattress from one famous Swedish brand. I often had some back or neck pain. One year ago, I moved to a new apartment, and this was an excus... See more
Company replied
Very smooth process, good quality products. The delivery was perfect this time. This is my second order with Emma. I had some problems the first time with the delivery which they solved successfully.... See more
Company replied
Verified
After letting the mattress expand for 48 hours it was still not big enough or even uniform. But we decided to give it a try for a night since we knew we have 100 days to test it. After the first n... See more
Company replied
Verified
The customer service team was honest, efficient, and made the entire process seamless. There was no pressure at all, which I truly appreciated, and I hope they continue to uphold this standard. Their... See more
Company replied
Verified
Boris was very nice and explained all what we needed to consider to choose a good matretz, we have now 2 weeks sleeping in the new bed and we love it. Pillows are also very good quality.
Company replied
I sleep like baby these days thanks to Emma. The custormer service is also amazing, they are very fast, and you can always exchange your bed even to the other kind during the trial period. This is fan... See more
Company replied
Went to the store in person to test the mattresses myself (which I previously checked online) and based on my criteria, the store clerk helped me find a suitable option based on my budget and pr... See more
Company replied
Verified
While the delivery time took forever, the product, once here, was amazing. This my second Emma and I'm sleeping even better now with a different firmness.
Company replied
We ordered the hybrid mattress. It's a good value for money option. It's firm but also comfortable and pleasant. Delivery was fast and problem-free. I recommend it.
Company replied
Verified
The speed of delivery was superb and the price was very agreeable. I often find it difficult to get up in the mornings now because my new mattress is simply so comfortable!
Company replied
Verified
I’m really satisfied with the Emma Mattress. It provides a very comfortable sleep from which I wake up fresh and energetic!
Company replied
Verified
The mattress is in good quality but somehow I am having back pain that’s the only reason I am giving it as 3 star.
Company replied
Verified
Super mattress, the springs make it very comfortable and stop you from just sinking in when you lie down. Really stable, I'm very impressed 👍
Company replied
Verified
Delivery was quick, customer service is always responsive, product is excellent. This is already the 3rd purchase I has made with Emma.
Company replied
Verified
The mattress I ordered was too soft for my taste. Emm made the return process very simple. I will definitely try them again- just a firmer mattress.
Company replied
The mattress is very good, but the bed frame was complicated to build. If you finish with building up, it’s fabulous.
Company replied
Verified
Love it 🥰 Firm and soft! i added a pillow top now it’s perfect 👌🏻 Delivery to my house door and not downstairs like others 🥰
Company replied
Verified
It was trully great, the matress is incredible and very comfortable, my husband and I were looking for a really good matress that would match our preferences, I prefer more firm and he prefers more so... See more
Company replied
Verified
Everything was fine regarding the assembly. Your products are very good high quality. Just keep going like this, you are the best ;)
Company replied
Verified
Preis - quality - fair I have received the product very fast. It is a very good smooth material and very plesend by touch. I recomand it!
Company replied
Verified
I applied for a return of the mattress and it has been long time and no body contacted me
Company replied
Verified
Good mattress. The delivery leaves the mattress on the ground floor, and I have to carry it to my apartment myself.
Company replied
Verified
The mattress is really amazing, I sleep like a baby, one of the best decisions of my life. Thank you Emma for the amazing mattress.
Company replied
Verified
The mattress is very comfortable. We are sleeping like a baby. The delivery was quick.
Company replied
Verified
Delivered on time and following the instructions I asked to be followed. The mattress was in excellent conditions and so far, the product has accomplished the quality and standard characteristics.
Company replied
Verified
I Order a pillow it change my life. Top quality and all expectation fullfileld
Company replied
Verified
Got a refurnished mattress, came within a week, and as good as new. Great purchase!
Company replied
Verified
Quick delivery and product is of top quality. Service and guarantee is a plus point to customer satisfaction!!👍🏻
Company replied
The delivery was very fast and my mattress is super comfortable. I totally recommend it.
Company replied
Verified
Fast delivery although delayed it was still fast and the mattress sleeps great!
Company replied
Verified
Easy to order. Free delivery and 100 days to test. What’s not to like?
Company replied
Verified
Super comfortable mattresses. My husband and I love her👌
Company replied
Verified
Its perfect . Finally i find odeal matraz for me ♥️
Company replied
Verified
LOVE IT, we sleep like babies. Very comfortable
Company replied
Verified
Smooth delivery. The customer service is great. Also, Very comfortable mattress.
Company replied
Verified
Great, comfortable, guest mattress
Company replied
Invited
Hello Emma Fans We are very happy with Our Madress.We As Family wake every Morning from Clouds. Since We are a litlle Big Family (6 Members), Husband and I often have small bedroomers overnight.... See more
Company replied
Verified
They have been austoundingly helpful. I ordered the hard matters, found it too hard and after sending me a comfort topper, and me still being not sure, they are sending me a medium mattress. I am k... See more
Company replied
Invited
The mattress is amazing! One cannot feel a movement from a person next to. The softness is not too much and not too little. Just perfect. The only thing is the price. When I was purchasing it 8 months... See more
Company replied
Invited
I bought this mattress as a replacement for my basic memory foam bought through Amazon. The Emma mattress is much better. It is honesty very similar in quality to the much more expensive TempurPedic I... See more
Company replied
Invited
I have the matress now since 4 months now and the experience so far is excellent. The bed is huge, but maintains quality in every part of it. The zone based softness I found to be very helpful also.... See more
Company replied
Invited
Since I got my Emma mattress, I have been sleeping much better. I was having hip pain from my Ikea mattress because I am a side sleeper. With the Emma mattress, I can sleep on my side, back or even st... See more
Company replied
Invited
simply put the most beautiful mattress for your money. It's not too hard, and it isn't soft either, it strikes a perfect balance of comfort and support. The cover and extra protection already preven... See more
Company replied
Invited
Super soft, comfy, supportive and cool mattress. I had my suspicions initially that a soft and comfortable mattress could also be supportive enough or cool enough for me. I dislike feeling warm... See more
Company replied
Invited
I ordered an Emma mattress and an Emma boxspring bed and could not be happier with the mattress. It is quite firm, but not too firm, and it isolates movement, which is perfect if you have a restless b... See more
Company replied
Update: After this review, they reached out and resolved the issue by providing a refund. We ordered 2 bedsheets & pillow cases. It came with a strong factory, plastic smell and we sent it back usi... See more
Company replied
Company details
Written by the company
Unsere Mission bei Emma – The Sleep Company ist ganz einfach: Menschen dabei zu helfen, durch unsere Produkte eine erholsame Nacht und einen erholten Morgen zu genießen. Wir bieten Dir mithilfe unserer Produkte (bspw. unseren Kissen, Betten, Topper und Matratzen) und dem wissenschaftlichen Engagement unserer Schlafexpert*innen Deine optimale Schlafqualität.
Unser Schlafversprechen
Written by the company
- Bis zu 10 Jahre Garantie
- Wir sind so überzeugt von der Qualität unserer Produkte, dass wir Dir extra Garantie on top geben. Die individuellen Garantien auf unsere Produkte kannst Du in unseren AGB nachlesen.
- Bis zu 100 Nächte Probeschlafen
- Bestell ganz einfach Deine optimalen Schlafprodukte bei uns und probiere sie bis zu 100 Nächte in deinen eigenen vier Wänden aus.
- Kostenlose Lieferung & Rücksendung
- Unsere Emma ist nicht das richtige Produkt für Dich? Kein Problem! Ganz ohne Widerworte oder Zurückrollen in den Karton holen wir sie kostenlos wieder bei Dir ab.
Contact info
Frankfurt am Main, Germany
- https://www.emma-matratze.de/
- emma-matratze.de
4.1
Great
50K reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
Verified
Terrific product and great customer service
Smooth process, responsive and great customer service. The only thing I would appreciate would be to see the status of the order before it is prepared and ready to be shipped, without having to contact the customer service.
October 4, 2025
Reply from Emma Matratze
Hello Endri,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with the quality of your items and our services. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for choosing Emma. 🥰
Sincerely,
Emma Team.
Warning about Emma Matratzen / Emma…
Warning about Emma Matratzen / Emma Mattress.
The so-called 10-year warranty is meaningless, the mattress loses its shape and comfort after a short time.
When I submitted a warranty claim, the company completely ignored it. They didn’t even respond to an official complaint filed through the European Consumer Centre.
I strongly advise against buying from this company, poor product quality and zero customer service.
October 9, 2025
Unprompted review
Reply from Emma Matratze
Hello Damian,
we feel sorry to hear that you have encountered such an issue with your mattress and that your complaint hasn't been handled. Of course, this isn't the quality or service we strive for as resolving your issue is very important to us. I want to assure you that we are doing our best to avoid such issues and that we really care for your feedback as it helps us to improve our products and services.
So, in order to be able to provide you with the best possible support and resolve your issue, I've requested more information here on Trustpilot so that we can track your order and assist you to regain your trust.
Sincerely,
Emma team.
Verified
I'm very happy with my purchase.
I'm very demanding on comfort, I used to have one spring mattress from one famous Swedish brand. I often had some back or neck pain.
One year ago, I moved to a new apartment, and this was an excuse to buy a new mattress. From the delivery, to the unboxing, all was super smooth.
And 1 year later, I must say I'm very happy with the purchase: not only the mattress looks and feels like it was new, I never had any neck or back pain again. And the best part, their mattresses are fairly priced, and very good value for what you get.
I definitely recommend Emma to anyone shopping for a new mattress.
October 6, 2025
Reply from Emma Matratze
Hello Aires, Thank you so much for sharing your experience! 😃 It’s wonderful to hear that your Emma mattress has brought you relief from back and neck pain and that it’s still performing like new after a year. Your detailed feedback about delivery, unboxing, and value for money is super helpful for anyone considering a new mattress. 🥰
Best regards, Emma team.
Verified
Great, comfortable, guest mattress
August 22, 2025
Reply from Emma Matratze
Hallo Pancholi, vielen Dank, dass Du Deine netten Worte mit uns teilst! 🌟 freut es uns wirklich zu hören, dass Du die Matratze bequem findest und dass sie Deinen Gästen gut dient. Deine Zufriedenheit bedeutet uns sehr viel, und es ist wunderbar zu wissen, dass wir dazu beitragen können, Dein Zuhause noch einladender zu machen. 💙 wünschen wir Dir viele erholsame und gemütliche Nächte! 🛏️ Herzliche Grüße, Emma-Team🌹
Verified
Quality mattresses
Easy to order. Free delivery and 100 days to test. What’s not to like?
September 14, 2025
Reply from Emma Matratze
Hello Martha-Jane,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with our services. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for your trust in Emma. 🥰
Best wishes,
Emma Team
Verified
Nice and comfy
September 13, 2025
Reply from Emma Matratze
Hello Barbara, thank you for your feedback! 💙 We’re happy to hear that you find it nice and comfy.
Best regards, Emma Team.
Verified
Reply from Emma Matratze
Hello Shecha, thank you for your feedback! 💙 We’re glad to hear that everything with your delivery went as expected.🥰
Best regards, Emma Team.
Still haven't received mattress ordered on the 5th of August
We ordered a mattress from Emma on August 5th. The tracking link indicated that delivery would take place between August 7th and 19th. Today is August 30th, and the mattress has still not arrived.
We contacted customer support, but they were only able to confirm that the mattress is still in stock and that, due to high demand, it has not yet been shipped.
Regardless of the product’s quality - which we have yet to experience - this delay is unacceptable, especially for someone who has just moved into a new apartment and has no mattress to sleep on. We are still waiting for our order to be delivered.
We will not order from Emma again.
August 5, 2025
Unprompted review
Reply from Emma Matratze
Hallo Beatriz, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast. Wir verstehen sehr gut, wie wichtig es ist, Deine Matratze sofort zu erhalten, besonders wenn Du Dich in einem neuen Zuhause niedergelassen hast. Umzug ist bereits ein großer Übergang, und einen bequemen Ruheplatz zu haben, erhöht die Herausforderung nur. Es tut uns wirklich leid für die Verzögerung. Wir erkennen, dass dieses Update nicht die Frustration des Wartens lindert. Deine Geduld in dieser Zeit bedeutet uns sehr viel und wir sind entschlossen, alles zu tun, um sicherzustellen, dass Deine Bestellung so schnell wie möglich bei Dir ankommt. Ich habe Deine Informationen hier auf Trustpilot angefordert. Könntest Du es bitte an mich schicken, damit ich Deine Bestellung verfolgen und Dir helfen kann? Herzliche Grüße, Emma-Team.
Avoid
Update... 11 days no refund
Do not buy from these. Matress dipped. They haven't refunded me after taking the mattress back. Ive called and emailed and still no refund over a week later. They state 8 hours to get back to you... 1 week later and no reply. Taken my mattress and no refund.
Emma Sleep DE is trying to take this review down stating its not them and its Emma Sleep uk. My invoice.... is to Emma Matratzen GmbH... so the German company. This review is correct.
August 29, 2025
Unprompted review
Verified
Boris was very nice and explained all…
Boris was very nice and explained all what we needed to consider to choose a good matretz, we have now 2 weeks sleeping in the new bed and we love it. Pillows are also very good quality.
August 27, 2025
Reply from Emma Matratze
Hello Daniela,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with the quality of your items and our recommendation. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality you expect for many years to come. Thank you for your trust in Emma. 🥰
Best wishes,
Emma Team.
Emma lost our trust as new parents
We purchased the Emma Original Hybrid Cooling V2 mattress in April 2025. Unfortunately, as new parents with a 5-month-old baby who co-sleeps, we quickly realized the mattress was too soft and not safe for her. Although the mattress was in mint condition and we were only 20 days past the trial period (and away from home for 30 days), Emma refused any flexibility with their return policy.
The customer agent, Nourhan, was absolutely wonderful — patient, empathetic, and genuinely tried to help us. But Emma as a company showed zero flexibility or willingness to accommodate our situation. Instead of allowing a return or at least a voucher towards another mattress, they only offered a free “comfort layer,” which doesn’t address our safety concerns.
This was our first and, sadly, our last purchase with Emma. A missed opportunity for the brand to show true customer care. Great agents, very poor company policy.
August 25, 2025
Unprompted review
Reply from Emma Matratze
Hallo Quentin, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast. Wir wissen Deine Offenheit und die Zeit, die Du Dir für dieses Feedback genommen hast, sehr zu schätzen. Wir verstehen, wie wichtig es für neue Eltern ist, sich in ihrem Schlafumfeld zuversichtlich und sicher zu fühlen, besonders wenn sie mit einer kleinen schlafen. Deine Bedenken sind völlig berechtigt, und es tut uns wirklich leid, dass die Matratze Deine Erwartungen in einer so empfindlichen und wichtigen Zeit in Deinem Leben nicht erfüllt hat. Obwohl wir bedauern, dass unsere Richtlinien keine flexiblere Lösung in diesem Fall ermöglicht haben, ist Dein Feedback unglaublich wertvoll und hilft uns, darüber nachzudenken, wie wir Familien in Zukunft besser unterstützen können. Wir hoffen, dass Du und Dein Baby weiterhin erholsame und sichere Nächte genießen, und wir wünschen Dir alles Gute auf Deiner Erziehungsreise. Herzliche Grüße, Emma-Team.
Good purchase experience, questionable delivery
Went to the store in person to test the mattresses myself (which I previously checked online) and based on my criteria, the store clerk helped me find a suitable option based on my budget and preferences. The cheapest model (Emma One +) wasn't available at the store. Overall very good purchase experience.
I was told the mattress would arrive within 1-2 business days, which is very fast and usually quite good, but on this occasion, it didn't suit me since I wasn't home. I had to buy the mattress on the day I went to the store because there was a sale ending that day. Buying it later wasn't an option, so I asked the store clerk and they said it wasn't possible to deliver at a later date (responsibility of the shipping company...).
Naturally, I wasn't home on the day of the delivery and instead of trying another attempt or asking a neighbor, GLS just took the 140x200 mattress to a store 1.5 km away. I am 1,56m tall and don't own a vehicle, so I had to ask someone to help me and pick it up by public transport. The packaging was also very damaged and we ended up throwing it away before reaching the apartment, as it only made carrying it difficult.
If you're someone without access to a car, beware of the deplorable service done by GLS, and the negligence of Emma. I recommend Emma to, at the very least, offer the option to choose another shipping provider.
August 6, 2025
Unprompted review
Reply from Emma Matratze
Hello Izabel,
we are glad that you are satsfied with your purchase experience but we feel sorry to hear that you had encountered such difficulties with the delivery and packaging of your mattress and that it couldn't be delivered on the desired time. Obviously, this isn't the quality we strive for.
I want to assure you that we are doing our best to avoid such issues and that we truly take your feedback into consideration to improve our services and products to met your satisfaction. We wish you sweet dreams and hope that you enjoy your mattress.
Best wishes,
Emma team.
Verified
Reply from Emma Matratze
Hello Nuno,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with your item and our services. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for choosing Emma. 🥰
Best wishes,
Emma Team.
Verified
Smooth delivery
Smooth delivery. The customer service is great. Also, Very comfortable mattress.
August 1, 2025
Reply from Emma Matratze
Hallo Jasim, vielen Dank für Deine netten Worte. 🌟 es freut uns sehr zu hören, dass Deine Lieferung reibungslos verlaufen ist und unser Kundenservice einen positiven Eindruck gemacht hat. Zu wissen, dass Du den Komfort Deiner Matratze genießt, bedeutet uns eine Welt, denn Deine Zufriedenheit ist wirklich unsere oberste Priorität. Wir wünschen Dir viele erholsame Nächte! 😊🛏️ Herzliche Grüße, Emma-Team🌹
Verified
Reply from Emma Matratze
Hello Aleksandra,
thank you for taking the time to share your experience with us and for the great review. We are thrilled that everything met your expectations and that you are satisfied with your mattress. I want to assure you that your feedback motivates us to continue improving our services and products. We wish you sweet dreams and hope to continue providing you with the quality and comfort you expect for many years to come. Thank you for choosing Emma. 🥰
Best wishes,
Emma Team.
Verified
I tried to give it a chance but I have…
I tried to give it a chance but I have neck pain. The mattress is too firm for me even when it says medium-firm.
July 19, 2025
Reply from Emma Matratze
Hallo Paula, vielen Dank, dass Du uns Deine Erfahrungen mitgeteilt hast. Es tut uns wirklich leid zu hören, dass die Matratze für Dich zu fest ist und nicht den Komfort geliefert hat, den Du Dir erhofft hast. Wir verstehen, wie wichtig es ist, einen erholsamen Schlaf zu bekommen, ohne mit Unbehagen aufzuwachen, und wir sind hier, um Dir dabei zu helfen. Ich werde Dir persönlich eine E-Mail schicken, um alle Details Deiner Reklamation zu durchgehen und sicherzustellen, dass alles schnell und gründlich bearbeitet wird, um eine Lösung für Dich zu finden. Bitte überprüfe Deinen Spam-Ordner, falls Du ihn nicht erhalten hast. Herzliche Grüße, Emma-Team.
Verified
Super Matratze 👌
July 6, 2025
Reply from Emma Matratze
Hallo Dominik, vielen Dank für Deine netten Worte und das wunderbare Feedback! 😊 Es freut uns sehr zu hören, dass Dir Deine Matratze gefällt und dass sie Deinen Erwartungen entspricht. Deine Zufriedenheit bedeutet uns wirklich die Welt und es ist schön zu wissen, dass der Komfort und die Qualität einen positiven Unterschied für Dich machen. Wir wünschen Dir viele erholsame und gemütliche Nächte! 💙🛏️Herzliche Grüße, Emma-Team🌹
Verified
It’s just perfect!
July 27, 2025
Reply from Emma Matratze
Hello Amr,
thank you for taking the time to share your experience with us. We are thrilled that everything met your expectations and that you are satisfied. I want to assure you that your feedback motivates us to continue improving. We wish you sweet dreams and hope to continue providing you with the quality and service you expect for many years to come. Thank you for choosing Emma.
Best wishes,
Emma Team.
Verified
Very comfort
It's very comfort and good hardness. Not too hard not too soft, it's just fit it.
July 11, 2025
Reply from Emma Matratze
Hello Wookchan, Thank you so much for your lovely feedback! 😊 We're delighted to hear that the comfort and firmness level are just right for you that perfect balance is exactly what we aim for. Wishing you many restful and relaxing nights ahead! 🛏️✨
With best regards, Emma Team.
Verified
Reply from Emma Matratze
Hello Ina, thank you so much for sharing your wonderful feedback with us! We're truly delighted to hear that you and your husband are enjoying such great comfort with your new mattress. 😊 Your kind words mean a lot to us, and we're delighted to be part of your restful nights. We wish you many more cozy nights! 💙 Best wishes, Emma Team🌹
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