Hello. I bought our sixth Emma mattress in November. It remained in the packaging for 3 weeks, in the box/wrapped in plastic and in a warm dry house. I unfurled it and noticed a couple of marks on the mattress but to be honest thought that was me getting it out. They were very minor.
Once it had unfurled properly I put the bedding on. We slept on it for 4 nights before I changed the bedding just before Christmas. When I did so, I noticed a huge square of black mould covering the mattress. It’s not ‘human shaped’ and clearly not caused by us in such a short space of time. I got in touch immediately and a couple of weeks ago someone admitted on email that they were aware of an issue with mouldy stock and would get back to me.
Now a month after I highlighted the issue, (I have been chasing them) they are saying they are willing to collect the mattress and refund it (which is simply part of their 200 night guarantee) but will not bring a replacement. Today, someone emailed me to saying they are worried the issue will reoccur!
I dread to think what the middle of the mattress must be like.
So I’m supposed to sleep on a mouldy mattress until they collect it, then wait for a refund and buy a new one? What should I sleep on?! It seems this contravenes trading law and I will report it, but interested to know if anyone else has had issues with them?