Emma mattress should not look like this?

[NS1975]

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

Did they miss the missing chunks off it, or do these grow back? 😀. Looks like a rubbish mattress anyway.

Interesting The website just tells you who collects the mattress but none of the charities are collecting mine its going back with the same courier delivering the new one, so who knows where it goes!
I will ask on facebook messenger.

Maybe because it’s faulty they are not allowed to pass on, only the ones where they are returned as part of the 200 night trial?

@NS1975

Interesting The website just tells you who collects the mattress but none of the charities are collecting mine its going back with the same courier delivering the new one, so who knows where it goes! I will ask on facebook messenger.

Its actually very comfortable so i will see how 200 day trial goes if no good I will send it back for a refund. But the state it arrived in did make me wonder if I should have gone with a different company. We will see... This is the Emma Premium Matress too it has a mixture of springs and foam which they say is best..... I hope so!

I used the Bluelight card www.bluelightcard.co.uk/offerdetails.php?cid=16183&oid=16212

Check EVE also has good reviews too was difficult to choose but the discount won!

Here is reply about what happens to returned mattresses Oh sorry about being confused. Some of the refurbished mattress are being sold in ebay and some, depending in the area of the customer are being donated to charities.

We bought a Brooke & Wilde Super king mattress January 2020 and decided to go with the medium firmness, hated it the first night but decided to try and persevere as had the 100 night trial. Fast forward 92 nights still hated it emailed them to arrange a return and "because of covid" they were unable to arrange collection they offered me an 80% of original price refund if I would kindly keep the mattress. I accepted and here I am 2 years later sleeping on same mattress that I'm determinedly telling myself I love now as it was effectively free or more they paid me to buy as originally purchased via Top cashback with a 44% cashback deal at time of ordering.
That's a once in a lifetime little win. 😌

The replacement has two corners like this I will see how they pop up 😳 Anyone else seen this does it flatten or am I just extremely unlucky!

New one arrived in damaged box s as no corners like this…

Lucky you !! 😎😁

The replacement arrived and was delivered in a damaged box the delivery people said the mattress is fine just the box... they took away the other damaged mattress and the cardboard. However the corners same as last time were squished up as per picture so I contaced customer services and they said..
Hi there,
I am really sorry about that, sometimes the mattresses do straighten up for 3 days to a week. Since the full inflation happens after a week. We highly encourage you to wait for a little, then if it's still the same after, we will be happy to replace it again. Thank you for your understanding. So I will wait i suppose and see if it inflates!

Have you got a picture on it on the bed? From their promo videos no mattress looks like that!

@bluebaul

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.

After they told me to wait 2 weeks and it should inflate even though I was unhappy with damaged foam. I told them I would ask for other peoples experiences here and they straight away said.. 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.

Picture on bed as requested I think its faulty? anyone else its obviously the second mattress so should I wait two weeks or get another/refund... so much faff! if I get refund i will have no mattress until i sort out a different one ... IDK

Emma has gone desperately downhill for both quality and customer service.
Good luck getting your money back....I had an immense battle on my hands, customer service are a bunch of eejits.

This is all interesting. I've just bought an Emma mattress which I was so looking forward too...and my back is killing me from trying to sleep on it.
Everyone says they are fabulous so I'm at a loss as to why I'm in agony.
Anyone else has similar?

Update
Third Emma Premium matress sent arrived well packed and had no dents inflated well and is very comfortable. Customer services have been great. So maybe I was just very unlucky with the first two. Sleeping well on my new matress.

The man in our fantastic independent bed shop once said to me that no decent mattress comes in a box. Looking at those photos (and all the cheapo foam) it suggests he was right.

OP, I'm just curious as to why you chose to buy an Emma mattress rather than a Simba mattress. Were the reviews better for the Emma? I have a Simba mattress topper and pillow which I love and just wonder how similar they are.

I have had Simba matress in the past and it dented quite badly so thats why i went with Emma premium as it also has springs.

They also contacted me after all the issues and sent me a free pillow when i amended my trust pilot review to say how the problem was solved ...

Just searching Emma reviews as I've had mine six weeks now (Emma Original) and absolutely hate it!). I can't believe they market it as like sleeping on a cloud / medium firmness... It's like sleeping on concrete?! It's also far too hot and I keep waking (when I've actually managed to get to sleep) drenched in sweat 😩

It looks like it wasn't packed properly and the glue in-between the layers is making it to stick like that.