Emma cot mattress URGENT

[icedaisy]

I have just received the below email from Emma.

Can someone please confirm the position here???? What am I and others meant to do re lack of mattress having being using this for months.

Hello,

We are writing to you in reference to the immediate product recall of the Emma Cot Mattress, which you received as part of a Mumsnet product test earlier this year.

We would firstly like to assure you that all of our Emma products undergo rigorous testing and quality assurance checks before they are made available for customers to purchase. While the Emma Cot Mattress passed these internal and external tests, we learnt that during an independent examination conducted by Which? Consumer Association the width of the Emma Cot Mattress expanded by 0.5cm more than the allowed standard for baby mattresses. This test standard is a voluntary standard used by Which? to test products.

As a precautionary measure we have decided to recall the Emma Cot Mattress. We also want to confirm to you that no complaints or concerns have been reported to date regarding the Emma Cot Mattress.

At Emma, we pride ourselves on delivering high quality products that people can trust, and while this recall is not legally mandated, we believe that it is the correct decision. We sincerely apologise for any inconvenience or disappointment this might cause and hope that you can understand our decision to err on the side of caution in this instance.

What’s next:

We advise ceasing the use of your Emma Cot Mattress immediately or at the earliest. We are happy to collect your item free of charge. Once collected, we will dispose of the mattress.

To begin the process of having your Emma Cot mattress collected, please send an email to [email protected]. Our courier partner will then contact you in the next 2-5 working days to arrange a suitable time and date for collection.

If you have any questions, please send an email to [email protected]. Our Customer Support team will gladly help you with any questions or queries you might have.

Thank you for your cooperation and once again, we apologise for any inconvenience this may cause.

@JustineBMumsnet

What am I and others meant to do re lack of mattress having being using this for months.

Buy one? Ikea have them very cheap. We got one from there and it's great, has a removable cover.

Well yes @ChristmasSlayRide of course.

But I did the test thing, did all that as asked of me and now get this.

Not that anyone gives a shit about personal circumstances but I'm 39 weeks pregnant, live nowhere near any idea and indeed an hour from the nearest Argos even. I have a toddler, no help, I'm isolating for a section, blah blah blah. I just don't need this today and would have thought mumsnet HQ might have been in touch to warn people or indeed emma may have offered some sort of alternative. This test was months ago.

IKEA

Could you order one from Amazon and get next day delivery?

Amazon and John Lewis both have them available for next day delivery.

I'd get on and order one.

You don't even need it next day. They're doing this as a precaution, they've not had any complaints about the mattress.

I have prime but takes a few days.

Very disappointed at service.

My loss is my old mattress, like many others.

Emma have offered nothing at all. So they want this one back but no replacement.

So I took part, did as was asked, then am asked to send it back. Mine has gone, so it ends up costing me. Just before Christmas. I can probably manage but others can't.

As I say just one more thing I don't need today.

That’s shit, they really should be replacing it for you.

Have you called Emma? I do think it would be generous and good customer service if they would replace it and maybe they will, but I don’t necessarily think you’re entitled to it. You were lucky to get a free mattress for a year and now you have to buy one like you would have anyway. Yes you did what was asked of you for the testing but let’s be honest, it wasn’t really that much.

As far as your personal circumstances— amazon to the rescue.

Just dont send it back. Tell them it was shat on so you disposed of it.

It's not legal recall, its 0.5cm, it hasnt become dangerous overnight.

Just dont reply

I mean this kindly, but you’re blowing this rather out of proportion. Yes it’s annoying, yes you took part in the test and gave your time up but it’s not worth the angst you’re getting yourself in to.

Let MNHQ respond firstly to see what they might offer you to make up the time.

Get an Amazon mattress delivered. You don’t actually need it yet so don’t worry too much.

Or just keep the one you’ve got. The mattress widening by 0.5cm more than standard allowed really doesn’t sound much to me tbh, maybe research why it’s a bad thing....

Emma have said they won't replace it.

Got it July.

Yes I know it wasn't a hardship to test it but the terms should say if recalled your stuck. So now I'm out of pocket buying another. Mine was mid level, nobody would have bought and I was wary to reuse.

I would have kept it had I known it was a few months use only. Or possibility.

@ShirleyPhallus no doubt. Ask DH my state of mind at present.

Final straw I tell you.

I've summarised up thread but I'm a woman on the edge today and has tipped me. Just couldn't make it up what I've got going on right now and feel dumped on from every direction.

Oh OP. You sound like you’re really struggling. Have you got anyone you can talk to IRL about everything going on? Or maybe start a new thread on chat with asking for some help / support? I know it’s really hard to do but right now is when you should be resting, and not getting het up about a mattress. It really really doesn’t matter in the grand scheme of things.

for you and hope you manage to relax a bit soon

It is hard when things pile on and seem bigger than they are.

Any product that you use from any supplier could be recalled at any time.

You had a free item which has been recalled. So now you (or dh!) just need to arrange to buy one.

Be thankful you didn't pay for one only to have it recalled.

You’re not out of pocket you was given a free mattress... you have a toddler not a newborn baby using it I’m sure you’ll be fine.

I can totally see your point OP.

You threw away your perfectly good old mattress because you were given this one to test on the basis you could keep it afterwards,
Now you are being told after only a few months that they want it back, but since you no longer have your old mattress you are going to need to buy a new one.

I don’t blame you for being pissed off, I would be fuming.
Why should you be out of pocket when they are recalling the item because it might be faulty, they should be replacing it like for like.
It doesn’t matter that you got the item for free as part of a product test.
If it was something random and not essential, like an entertainment item or a food mixer I could kind of see this argument....
But when it’s something essential like a mattress and you had to get rid of the one you had to be able to test this one on the agreement it would be a replacement you could keep they shouldn’t expect you to just return it without a replacement, it doesn’t matter if you can afford to replace it or not, you shouldn’t be out of pocket because of their mistake/faulty product.

0.5 cm and within legal requirements, I would continue to use it for your toddler and get a new mattress for your impending new born.

Hi @icedaisy thanks for reporting this. Please can you drop us a line at: [email protected] and we'll hopefully get to the bottom of this for you.

Thanks @soniamumsnet I have done that.

I am out of pocket the mattress I disposed of because I didn't realise this was temporary. No doubt also my fault.

I haven't bought one for baby yet as they will be in crib. I now need two. Or not. Who knows or cares.