Lauren Jones

Perfume was great, exactly the same as boots or other retailers but a fraction of the price! Very happy.

I would give it negative stars if I could. Their customer service is awful, like speaking to an automated AI that's been programmed to be obnoxiously pleasant whilst not responding or acknowledging your issue. You can go months or weeks without a reply, and no one on the phone is willing to help either. Do not buy a mattress from them or from any third-party site offering you one at a discount rate - it's a con, a way to sell poor mattresses and steal people's money. Avoid!

Genuinely one of the worst experiences I have ever had with a retailer. I purchased my mattress in 2020 and within 18 months it deteriorated, sagging and becoming uncomfortable to sleep on, and so I had to contact Emma for a replacement. 4 years later and the same issue has happened again with the replacement they issued - the mattress sags in the middle, the foam loses its spring and ability to bounce back. It is causing me consistent back pain and discomfort.

I have been in contact with Emma about replacing my mattress for 6 months now. They are claiming I have no warranty (despite advertising a 10 year manufacturers guarantee), not replying to emails with the right information, taking weeks or months to respond and when they do, not acknowledging the questions or issues I am raising.

I have reported them to trading standards who are also trying to resolve the issue for me. They are now claiming the product is out of stock, despite several sites advertising it as available. I am now raising this dispute with my credit card company under the section 75 guarantee in the hope I can at least get my money back.

Avoid like the plague. There are so many better mattresses to get. Eve has great reviews and I've had friends order those with no complaints. Worst company I have ever had the misfortune of speaking with.

Awful, avoid at all costs now they’ve become an online market place. You think you’re ordering from one department store, but items are fulfilled by individual companies and sellers. I couldn’t return my items as one parcel and had to book 6 individual parcels/collections. It’s been a month since I returned them and I still don’t have all my money back. Their customer service team are useless, I’ve asked for a complaint to be escalated 3 times now and been ignored each time. They also charge £1.99 per different supplier you use to return the items, which for me has cost £5.97 to return. Awful, will not be shopping there again.

UPDATE - the response below is another LIE. They haven't refunded or resolved anything. They send fluffy emails promising it's being resolved and it never does. DO NOT TRUST THEM.

Avoid! Their promotions and syndicates seem great, but they are a nightmare to leave. Still taking charges after I cancelled and their finances are based overseas despite showing a UK company address, so I got extra charges for that too! It’s been 4 months and 3 failed attempts to refund me. Criminal, have reported them to Action Fraud and other regulators to try and protect people from getting trapped in this scam!

All holidays are 'requests' not bookings until confirmed. Bookings should be confirmed within 72 hours, but nothing was confirmed and the money debited from my account. After a few days I received an email saying 'elements of my trip were unavailable' despite the exact same holiday still being advertised on their website. I got an email 5 days later telling me the price had now changed, and my holiday would be over £200 more. There was no confirmation as to whether this still included our transfers, bags etc. I have emailed three times since and it has now been over a week with no response. I cannot speak to customer service as I do not have a booking reference, and I technically don't have a booking despite being out £2k! Still chasing and contacting as best I can before I raise a legal challenge, but my advice would be pay the little bit extra for a reputable company, one with customer service and the opportunity to speak to a person! AVOID AVOID AVOID!