Trust Score 69/100 · 2 sources · 332 reviews · updated 16 Oct 2026
Emma reviews
In short
Is Emma legit?
Emma has a Trustpilot rating of 1.7 from 32 reviews, with 29 of them (about 91%) at one star. The Google listing for Emma Matratze, a Munich store, scores 4.5 from 300 reviews, with about 85% at five stars. The two sources disagree sharply. Trustpilot is mostly about online orders, delivery and returns. Google is mostly about in-store service.
Trust Score 69/100 from 332 public reviews across 2 sources, updated 16 Oct 2026. How we score
- Rating sources
- 2
- Ratings counted
- 332
As of 16 Oct 2026 · How we score
AI summary
Emma has a Trustpilot rating of 1.7 from 32 reviews, with 29 of them (about 91%) at one star. The Google listing for Emma Matratze, a Munich store, scores 4.5 from 300 reviews, with about 85% at five stars. The two sources disagree sharply. Trustpilot is mostly about online orders, delivery and returns. Google is mostly about in-store service.
- Google reviewers describe friendly, knowledgeable and attentive staff in the Munich store. Several say they were guided well without pressure. Google
- Some customers like the mattress itself. One Trustpilot reviewer reports good comfort, working cooling and no sinking after a few months. Another calls it great value and says it was their second Emma mattress. Trustpilot
- Customers report good prices and worthwhile discounts. One Google reviewer says the Black Friday deals were worth the wait. Google
- The store sells an exclusive mattress that is not sold online, and a Google reviewer was happy with it. Another reviewer notes the store range differs from the online range. Google
- Support is very hard to reach. Trustpilot customers report unanswered emails, chat that does not respond, and phone lines that are disconnected or closed. One reviewer says they sent about 20 emails over two months with no reply. Trustpilot
- Delivery is late or does not happen. Customers report orders with no dispatch notice, parts of orders missing, and waits of two months or more. Some say they paid and never received the bed. Trustpilot
- Returns and refunds are said to stall. Customers report return requests left unanswered for weeks, trial or return periods that were not honored, and refunds refused or delayed. Trustpilot
- Product problems are reported. These include a mattress that arrived damaged or dirty, one that felt much firmer than described, a mattress that collapsed after 30 nights, a duvet cover that ripped, and a wrong size delivered. Trustpilot
- A small number of Google reviews are negative, about 34 of 300 at one star. The sampled reviews do not show why, so the reasons are unknown. Google
Summary written by AI from 34 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.7 / 5 | 32 | 16 Oct 2026 |
| 4.5 / 5 | 300 | 16 Oct 2026 |
Delivery, returns
and support
How is Emma delivery?
Delivery is the most common Trustpilot complaint. Customers report no dispatch notices, orders stuck as pending, a king size order that arrived as a smaller size, and waits of one to two months or more. One reviewer says a mattress arrived in about 3 weeks, as promised. The Google reviews read are about the store and say nothing about delivery.
How do Emma returns work?
Customers report that returns are hard to complete. Several Trustpilot reviewers say return requests went unanswered for 2 weeks or more, and some say a trial or 365 day return policy was not honored. Others report refunds refused after a missed delivery. The Google reviews read do not mention returns.
How is Emma customer support?
Online customer support is the weakest point. Trustpilot reviewers describe chat, phone and email all going unanswered, and scripted or slow replies when someone does respond. A few say pushing through to the right person finally fixed things. Google reviewers praise the in-store team as friendly and knowledgeable, but that covers the Munich shop only.
How is Emma quality?
Quality reports are mixed. Positive reviews mention comfort, cooling and no sagging after months. Negative reviews mention a damaged or dirty mattress on arrival, a firmness far from the description, a collapse after 30 nights and a ripping duvet cover. Customers also say warranty claims were hard to pursue. The Google reviews read do not discuss durability.
What customers say
about Emma
Awesome service, products and prices! Very attentive staff, and really guided me throughout my purchase.
We've had the mattress a few months now and we haven't noticed any wear or sinking or anything.
I slept on the bed for only 30 days and the mattress totally collapsed in the middle.
I handed in a request for return in early May, prompting an automated email and since then I have not heard back at all.
We ordered 84x72 We got 84x48 So be careful while ordering Emma mattress
In the Shop there is only very few matress and are not the same that you have online.
Questions about
Emma
Is Emma legit?
Emma is a real company with a physical store in Munich. Google shows 4.5 from 300 reviews for that listing. Trustpilot shows only 1.7 from 32 reviews, and several reviewers there call the company a scam over unpaid refunds or undelivered orders. Customers mainly report service problems rather than fake products.
How long does Emma delivery take?
Experiences vary. One Trustpilot customer got a mattress in about 3 weeks, as told. Others report orders with no dispatch for over a week, or waits of one to two months or more. The Google reviews read say nothing about delivery.
Can I return an Emma mattress?
Emma advertises a trial period, and reviewers mention 3 month and 365 day returns. Many Trustpilot customers report that return requests went unanswered for weeks or that the trial was not honored. No sampled Google review covers returns.
Does Emma reply to bad reviews?
Yes, often. Emma replies to about 59% of Trustpilot reviews and to all Google reviews. The Trustpilot replies to complaints are mostly templated and do not address the specific issue, and some newer negative reviews have no reply.
Is Emma worth the price?
It depends on the source. A Trustpilot customer calls it great value for the money, and a Google reviewer says the Black Friday discounts were worth it. Another Trustpilot reviewer says competitors offer similar quality at half the price. Many complaints are about service after purchase, not the price itself.
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