Sian Rees

We purchased the EMMA mattress due to the Which best buy review and as it had a guarantee. Last January we noticed the mattress was arc'ing and dipping at both sides even though it had been rotated. We contacted EMMA and within the week a replacement mattress was received. In November last year the same fault occurred on the replacement mattress. Again contacting EMMA we were informed a replacement mattress would be delivered. We received a dispatch/ tracker email indicating within a week we would receive our 2nd replacement mattress. Since then there has been no movement on the dispatch. For the past .2 months we've contacted EMMA almost weekly to resolve this but we've been fobbed off saying it will be dispatched but there is a delay. We've asked for phone calls rather than delayed response emails but this has not occurred. We've asked for it to be escalated to a higher rank but again this has not happen. We've now received an email some 2 months later saying that they're awaiting authorization on a replacement mattress or a refund. This is the first mention and no one in customer services will clarify the situation. The customer services has been appaulling and we continue to sleep on a 2nd faulty mattress. Disgraceful service for a which best buy.