Have used Emma pillows for years but my recent experience with them was awful.
1. I bought a set of two pillows in a bundle for £105 that were advertised as microfibre cooling pillows. - I didn't like mine and wanted to swap for the style I'd had previously which was the memory foam one, my husband however really liked it. They said I couldn't return just the one within the guarantee, I had to send back both as they were a bundle.
2. I then re ordered the same microfibre pillow for my husband and got myself a more expensive memory foam one. - when they turned up, his one was nothing like the original two in the bundle we'd had and he hated it. I spoke to customer services and it took ages to get to the point where they said the bundle had been two Premium ones for the same price as one Premium one and I'd bought a non premium one (this made no sense to me and wasn't what my receipt said) so then I had to return his pillow for a refund and re order the premium one which they now wanted to charge me £105 for ONE pillow for, but I'd returned TWO for £105 because they said I had to and now would only give me ONE for that price
3. I ordered the new one and got a refund on the old one anyway and it never arrived. I informed customer support who said they'd send a refund and we decided to give up with Emma and go elsewhere. It's now been nearly two weeks and we've not had a refund for the final pillow that didn't show up and are over £100 out of pocket. Every time i contact customer live chat nobody is there, I've sent em,ails and nobody responds, then I got an apology email for being slow and then a 'how did we do' email.

I just want my refund for the missing pillow as promised but their customer service is AWFUL.