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Emma still keeps customers awake. The complaints are piling up. But the company continues to advertise aggressively.
The company Emma Sleep GmbH sells mattresses, beds, toppers and pillows – often with discounts of 50 percent or more. This with prominent commercials on television and on social media.
Emma remains a constant nuisance for customers. Complaints to the SRF consumer magazine “Espresso” are piling up again: things aren’t being delivered, customer service can’t help, goods that appear to have been delivered don’t arrive, mattresses aren’t picked up despite the return policy, parts are missing.
Missing pillows – which are supposed to have been delivered
A customer from the canton of Bern ordered two pillows from Emma at the beginning of the year. Suddenly the delivery status changed to “delivered”, but the goods never arrived. Customer service once said there were delivery delays. Another time it was said that the pillows had been delivered and that we would just have to check with the neighbors.
At the same time, Emma sent reminders for the bill – and because the Bernese didn’t want to be charged, he paid. Now it’s March, the goods have been paid for. But there is no trace of his pillows.
“I slept on the sofa for two months”
In mid-November, a customer from Zurich bought a box spring bed for 2,700 instead of 6,300 francs. They said the part would be delivered on December 28th. The day before, he got rid of his old bed and slept on the sofa – no problem for one night, he thought.
But one night turned into dozens. On the day in question, neither the sofa nor a message from Emma arrived. Because customer service didn’t help, the Zurich native wrote an email every day: “And every day the same answer came back, just under a different name. Sometimes the person was called Mustafa, sometimes Juriet.”
At the end of January, his legal protection insurance company gave Emma a ten-day deadline. But this passed. After two months on the sofa, the Zurich resident only wanted one thing: a real bed. In a furniture store he found an exhibition model for 3,000 francs, which he was able to take with him straight away. Now his legal protection insurance demanded the money back for the undelivered goods by registered mail. But Emma remained silent.
Legend:
Discount follows discount. Screenshot from Emma Switzerland’s page
Emma Switzerland
Wait a year for the bed
The case of a Bernese woman who waited a year for her Emma bed was even more annoying. She ordered in January 2023 – delivery time was three to six weeks, it was said. But only the reminder for the bill came on time. The customer paid and from then on called every two weeks: “They always said they had delivery problems. I was put off and put off. It was now summer and the bed still wasn’t there.”
During all these months, the couple almost despaired of Emma’s customer service – which spoke poor German and didn’t help. In December, a friend of hers, a notary, wrote Emma a sharp letter: Either the delivery will be made immediately or the customer will withdraw the order and demand compensation. In January 2024, a year after ordering, the bed was finally here. The Bernese woman’s conclusion: “Mega, mega tedious!”
“Stay away from this company”
Dozens of other customers who have written to “Espresso” in the last few months say the same thing. Complaints about the Frankfurt-based company, which claims to be active in 30 markets and has 850 employees worldwide, are piling up. “Customer service is purely a catch-all for people who haven’t received their goods,” says one affected person. The conclusion of the frustrated customers: “Stay away from Emma.”