Customer service is good on second return, but product quality is poor. First return we got questioned (rightly so) about the bed it was on, and to roll weights in to the middle to demonstrate the problem ... I'm not sure who had weights lying around to do this?! We showed with a spirit level that the bed is absolutely dead on, but the mattress was way off.
We ordered a double original Emma mattress and after having awful nights of rolling in to the middle of the mattress on the first one we received (we weigh about 20st combined) we opted for another to give them a chance. The other one arrived, we left it well over the amount of time required, the first night was ok and then we started rolling back in to the middle again and smells really strongly. I'm not sure if the problem is caused by the manufacturing process or whether there's just a fundamental issue with them due to how the come packed? We've decided to call it quits and go back to a pocket sprung mattress because we just can't face another nights bad sleep.
I'm sure for some people they're fine, but we just don't get on with them.

***25th August still waiting for the courier to contact me regarding collection and Emma haven't contacted me since requesting the below information***

***29th August still waiting for the courier to contact me - mattress is currently clogging up our front room, raised a case with PayPal to initiate the refund process***

***31st August still waiting for courier contact - been assured it's been passed up - mattress still sitting in front room - advised courier has had a major outage that has been affecting all of their requests the past few days.... I will get a call in a few business days.....***

***1st September - number provided for courier company (keen&able) and I have arranged the return direct with them***

***8th September, Keen&Able called to say that they can't collect tomorrow due to a system glitch - seems highly coincidental that they keep having 'system glitches' which meant that my collection didn't save properly. Downgrading this to 1 star. Still stuck with a mattress in our front room and no refund in sight. Thank god for PayPal***

***12th September - mattress collected - refund will be issued within 2-10 days... Escalated with PayPal as I now have no goods and no refund***

***13th September - PayPal case closed in my favour 🎉 DO NOT ORDER FROM EMMA!!!!***