Emma mattress problems is it worth making contact?

[Soicanreply]

I have a Emma memory foam mattress. I bought it 18-20 months ago. It's gone sunken and misshaped. And it's starting it effect my back. It was lovely at first . But now not so much. Has anyone else had simlar was you able to do anything about it?

I think you are past their guarantee period.

I contacted them.about mine and they sent another layer of foam.to make it softer as it was like a brick. It was still like a brick so I added a 7cm feather topper which has made it much better but cost £200

I wish I'd sent the mattress back, they are a total waste of money in my opinion.

It says there a 10year guarantee. I judt found this though

19.3 Our 10-year guarantee covers your mattress against the following faults:
19.3. a) Any types of spring malfunction with our Hybrid mattress or any shifting of the spring layer.
b) Any permanent sags or dips that occur within your mattress despite correct usage. The indentation should be greater than 2.5cm and visible to the naked eye. This does not include standard softening of the mattress after extensive use and is only deemed faulty if a permanent indent is apparent.

Mine is not visible to the nacked eye. Definitely noticeable within 10 mins of being in bed and waking up at least 3+ times a night with back pain

I asked my DD who is on her 3rd Emma mattress- and about to get another (all from the original guarantee).
She says to message on Facebook to tell them the mattress has developed a fault.they'll want photos of the mattress without the cover and with weights on, and of the number printed on the foam.then they will send you anew one!

Thank you so much. I will try

I’ve had the same problem. It dipped on both sides while remaining nicely firm in the middle.

It has taken a long time and a LOT of emails to get it sorted, but we now have a new mattress, so it is worth arguing with them.

You need to take photos with weights and a spirit level to show where it sags, and you also need to take a photo of the barcode. My barcode was on the mattress cover, and the printing had washed off so I had to take a photo of the blank label.

The have made various promises to us about contacting us before the courier arrived to bring the new one, but still managed to deliver it while we were on holiday, so they had to make a second delivery. They also didn’t take the old one away until we pestered them to collect it.

Their customer service appears to be AI based. Either that, or they employ people who cannot read.