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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Emma mattress should not look like this?

49 replies

NS1975 · 05/04/2022 07:39

I have waited 3 years for a new mattress Chose this Brand and it arrived like this... they have said to wait two weeks and if its not resolved itself they will replace.. AIBU to not be happy with this ? has anyone else experience in these matresses do they plump up? its been six hours and still dented.... thanks

Emma mattress should not look like this?
OP posts:
Gladioli23 · 05/04/2022 07:41

I mean dented or not it looks like it's literally splitting? Which isn't going to fix itself in any amount of time?

PrincessFluffyPants · 05/04/2022 07:41

We have an Emma, have had it for a few years now and it's still going strong so would recommend them to anyone but yours looks damaged and what are the small chunks out of it? They won't bounce back! It looks faulty to me.

dudsville · 05/04/2022 07:41

I don't have an Emma, but I do have a "bed in a box", simba, I imagine they're so v similar. Mine was opened about midday and had fully plumped up in time for bed. I want watching it though so might only have taken a few hours.

Original poster
NS1975 · 05/04/2022 07:47

Thanks the customer services seem to think the magic two weeks will fix everything ...

OP posts:
NiceTwin · 05/04/2022 07:49

Why has it got little chunks out of it Confused?

I suppose if they are going to replace it, that is good. Seems daft having to wait 2 weeks though.

Sidhdbej · 05/04/2022 07:51

I have an Emma mattress, I love it and it does not and never did look that Confused can't belive customer services think it will fix itself!

Sidhdbej · 05/04/2022 07:52

Sorry not saying I don't belive you OP just saying customer services are silly.

SparklyLeprechaun · 05/04/2022 07:52

Well, they do plump up, but yours won't because it's broken.

FirewomanSam · 05/04/2022 07:54

That’s not right at all. I’ve had a compressed mattress and it looked a bit squished and sad when it first came out of the box but not like that. That’s damaged.

Original poster
NS1975 · 05/04/2022 07:57

I mentioned mumsnet and magic ...Hi there,
Thank you for providing those images and we are sorry to see that your mattress is faulty.
Due to you being within your 200-night free trial we have two options from which you can choose from moving forward. We can of course dispatch a brand new mattress to you within (time frame on website) working days to replace the faulty mattress. The faulty mattress collection and new mattress delivery will be on the same day. Alternatively, we can arrange the collection of this mattress and a full refund. The collection will work in the same way as above, with our courier partner contacting you within 3-5 working days to arrange a suitable date for collection. As soon as this collection is completed, your refund will be processed. Please note that the refund will be paid back onto the payment method used within 3-10 working days after collection.
Please advise on how you would like to proceed and we will of course action it straight away.

OP posts:
PeonyRose80 · 05/04/2022 07:59

We now have 2 Emmas and neither looked like that. I would just ask for a refund - online purchases have 14 day no quibble (cooling off) refund policy.

Original poster
NS1975 · 05/04/2022 08:00

Before mentioning mumsnet the answer was ...Rest assured that we will help you out on this after 2 weeks if the mattress will not inflate.

OP posts:
Original poster
NS1975 · 05/04/2022 08:01

I actually think the mattress is great just damaged so I asked for a replacement to be sent I hope i have made a good decision thanks for your help !!! Much appreciated

OP posts:
Indicatrice · 05/04/2022 08:03

Hmm, the only problem is you are using up your free 200 nights trial very quickly.

So what happens if they replace it now and then you realise on day 80 that you hate the mattress?

Would you have used up your trial and have to keep the mattress?

Or maybe you could negotiate a discount off the mattress, I would ask for 50%.

Hopefully you’ll like the mattress, no idea what happens to rejected mattresses, do they get send to landfill, sold as seconds or given to charity 🤔

Eightiesfan · 05/04/2022 08:04

We have a hybrid Emma mattress and if mine came looking like that I’d want to return it. Have you sent photos to them, as I don’t care how good it is, it’s not going to grow back the missing pieces.

Original poster
NS1975 · 05/04/2022 08:11

i got a good discount as work for NHS I have tried to ask for further discount as damaged awaiting reply.. If not I will return and get a replacement as long as the 200 night trial starts again with new one... thanks

OP posts:
Original poster
NS1975 · 05/04/2022 08:30

The order for a new mattress has been made already no mention of discount being an option. At least I will have one without fault!

OP posts:
Original poster
NS1975 · 05/04/2022 08:31

looks like actual returns go to charity ...After we initiate a return for you, one of the collection companies we work with (British Heart Foundation, Debra or Keen & Able) will contact you via telephone within 2-3 working days to organise a suitable date for collection.
Mine im not sure as being collected when they deliver the new one FYI.

OP posts:
Fireflygal · 05/04/2022 08:52

I was just about to order one and honestly your photo put be right off. That doesn't look like a quality product.

Hope you get it sorted - post pictures of the better replacement!

Indicatrice · 05/04/2022 09:03

Hmm, I would tell them in writing that you’re expecting your 200 free night trial to kick in from date of delivery of replacement mattress!

Great to know the returned mattresses go to charity Smile

Original poster
NS1975 · 06/04/2022 07:18

They have said that the 200 day trial will start on delivery of the new mattress so I truly hope the next Mattress is quality watch this space!

OP posts:
bluebaul · 06/04/2022 07:25

Im what context did you mention mumsnet to them? I'm struggling to see how a company would change their mind about a return based on you using a parenting forum.

FloraMillie · 06/04/2022 07:34

@Indicatrice

Hmm, the only problem is you are using up your free 200 nights trial very quickly.

So what happens if they replace it now and then you realise on day 80 that you hate the mattress?

Would you have used up your trial and have to keep the mattress?

Or maybe you could negotiate a discount off the mattress, I would ask for 50%.

Hopefully you’ll like the mattress, no idea what happens to rejected mattresses, do they get send to landfill, sold as seconds or given to charity 🤔

They sell the returned trial mattresses on eBay. Apparently they are sterilised somehow and then a new cover put on. I nearly bought one as like the idea but couldn't afford new but went for something else in the end. Maybe it's the charities selling them on there but thought it was Emma themselves.
Knittingbaker · 06/04/2022 07:58

@NS1975 Glad you got it sorted! I’ve also been looking at getting an Emma and work for the NHS - what was the discount code you used please? Or how did you find it? Thanks!

stripeyflowers · 06/04/2022 08:00

No way is that going to sort itself out - it's damaged.

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