I’ve had a bad back for years so thought one good investment would be the Emma mattress. However they’re honesfsky the worst company I’ve ever dealt with and I’d like advice as to the next steps.
I’ve been waiting for it for over a month now having ordered it for cheap on the brand alley website.
In the time it took for Emma to deliver the mattress we moved flats so updated the delivery address.
I have to say brand alley have been great and I really don’t think it’s them, but the mattress company ‘forgot’ to make the change due to ‘logistical difficulties’. So after a week of wrangling and a mattress shortage they finally agreed to resend it out to the correct address.... I missed the first delivery as I was at work and the delivery company (dpd) claimed that a woman with my passport and my utility bills went in to their depot and sent the mattress back. They wouldn’t give me a paper trail but basically accused me of stealing HER identity! I was advised to call the police, but it’s nonsensical- why would someone steal my identity only to return a mattress and not touch my bank accounts (summary- delivery company are wrong and lied to cover their backs?)
So after many emails to Emma they resent the mattress, only to the wrong address! This was a week ago and I’ve finally been able to change the delivery address with now UPS and they promised to come yesterday. I stayed in all day and they didn’t arrive.
Communication from them is non existent and speaking to Emma is like speaking to a brick wall, they don’t call when they say they will and don’t reply to my emails.
At best they’re passive and don’t seem to grasp that I’ve wasted hours on this issue.
I’ve heard other bad things about their customer service too from a friend when she was trying to send the mattress back.
Interested to know what you guys would advise?