Popular mattress brand swamped with delays as shoppers complain about missing £500 orders
POPULAR mattress brand Emma Sleep is facing fury from customers over missing orders and delivery delays.
The online firm has been swamped with complaints after £500 mattresses failed to arrive and customer service lines have been flooded with calls.
Emma is known for its top-of-the-range mattresses and claims to be Europe's "most-awarded sleep brand".
A typical mattress will set you back £418 for a double bed while single mattresses cost £289 and king-size mattresses cost £468.
But recently, the company's operations appear to have descended into chaos.
Over the past few months, the retailer has been swamped with negative reviews complaining of undelivered mattresses, unpaid refunds and generally poor customer service.
more on money
Of its almost 50,000 reviews on TrustPilot, almost a quarter are just one star, with 17 of the last 20 reviews leaving the lowest rating.
The worst part, though, is that customers say Emma is near-impossible to reach when their items aren't delivered, meaning they are left hundreds or thousands of pounds out of pocket.
Posting on Trustpilot, one customer said: "Appalling service. Taken my money, absolutely no sign of a mattress that was sold as being in stock. I want to cancel my order, but told I can’t do so until the order has been received- that’s a joke right?"
Another commented: "I placed my order on the 23rd of November and six weeks later I’m still being told my mattress is 4-8 weeks away from delivery. I’ve spent over a thousand pounds and haven’t even received a confirmation email."
Most read in Money
Several others have posted that fellow customers should "avoid at all costs".
Consumer disputes expert Scott Dixon, of The Complaints Resolver, said he has been aware of problems at Emma for months.
"Emma mattress deliveries have been plagued by issues for a while now, and the company is in complete disarray," he said.
"Long delays, customers being fobbed off with various excuses and being unable to resolve outstanding orders is evidence on numerous forums and platforms.
"It's also virtually impossible to resolve any complaints and queries, with Emma having no meaningful customer support service."
When The Sun contacted Emma for an explanation, it revealed it is facing supply issues and problems with its customer services operations after moving to a new warehouse a few months ago.
"In recent months, we have implemented a new customer support system and transitioned to a new warehouse to improve our customer experience and ensure we meet best-in-class standards," a spokesperson said.
"Unfortunately, this transition coincided with a surge in demand for our products, leading to delays for some customers.
“Emma would like to sincerely apologise to customers who have been experiencing longer-than-usual delivery times and those who have received less-than-satisfactory customer service.
"We understand that this has caused frustration and inconvenience, and it does not meet the high standards we aim to uphold.
"Although we are unable to offer compensation to affected customers at the moment, we are actively working on both short-term and long-term solutions to address these issues and greatly appreciate our customers' patience during this time."
It comes after Emma stopped trading in a number of countries around Europe towards the end of last year.
In September, it also announced it would lay off around 200 employees worldwide, equating to around 18% of its workforce.
What can I do if my mattress doesn't turn up?
If your Emma mattress hasn't turned up and you're struggling to get a refund directly, there are steps you can take to get your money back.
First, complain directly to the company and put your complaint in writing if possible.
Then, make sure to keep a record of any correspondence with them, even automated replies, which prove the message was received.
Take photographs of any supporting evidence, such as bank statements showing you haven't had a refund or the date your payment came out.
If you don't have any luck this way, Mr Dixon said that you can raise a chargeback with your debit or credit card provider within 120 days of placing the order to reverse the transaction.
"Stress that there has been a breach of contract under the Consumer Rights Act 2015 to your bank or card provider, as chargebacks are often rejected on the first attempt - don't give up," he said.
A spokesperson for City of London Corporation, which has received complaints about Emma, said: “Our advice to all consumers is to always pay using a credit card, it offers great protection if things go wrong via the credit card company.
"And if you are promised a delivery date, ensure this is understood to be a clear contract term which makes it easier to get refund if delivery is not made.”
To avoid issues with companies in future, Mr Dixon advised putting all dialogue in writing or keeping a record of conversations, even with chatbots, as you can use it as evidence later.
"If you speak to anyone by phone, get the name of the customer service representative at the start of the conversation and note the time and date, so you can retrieve copies of the conversation by submitting a Data Subject Access Request," he added.
"Check reviews before parting with your money and how easy it is to contact the firm if any issues arise.
READ MORE SUN STORIES
"Always pay by credit card for expensive purchases, as this holds the credit card company jointly liable under S75 of the Consumer Credit Act 1974 for purchases over £100."
You can threaten to take action through a small claims court as a last resort, but consider whether this is worth it as you will be charged a fee.
How to contact our Squeeze Team
Our Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved.
We've won back thousands of pounds for readers including £22,000 for a man asked to pay back benefits to the DWP, £2,800 for a family who had a hellish holiday and £635 for a seller scammed on eBay.
To get help, write to our consumer champion, Laura Purkess.
I love getting your letters and emails, so do write to me at [email protected] or Laura Purkess, The Sun, 1 London Bridge Street, SE1 9GF.
Tell me what happened and don’t forget to provide your phone number so I can ring you if I need more information. Share with me any reference number the company has given you relating to your case, or any account name/number if you're a customer.
Include the following line so I can go to the firm on your behalf: “I give permission for [company's name] to discuss my case with Laura Purkess at The Sun”.
Please include your full name and location in your email/letter.