It was just after Christmas 2022 and the 4th January 2023 when I saw an advertisement for a complete EMMA BED (limited Orange Edition). The offer comprised of the bed frame (metal), the mattress, two pillows, a duvet and bed linen. Very special offer, you know the type ‘hurry whilst stocks last’ and as I needed a new bed for the spare room, I placed my order. Thank God in retrospect I choose for payment with Klarna in three installments.

Huge savings, normal price Euro 1885,71 with savings of Euro 1000, so it was going to cost Euro 885,71. Sounds wonderful, doesn’t it? Almost too good to be true. And that was certainly the case!

As I write this blog, now the19th July 2023, more than a half year later, I can tell you this. 

In retrospect the advertisement was misleading, because in the main, EMMA did not have any stocks. It has taken months for all the parcels to be delivered and I had to personally chase up the final one, which had been just dumped at  totally different address.

Apart from the fact that EMMA are, in my opinion, totally useless, the delivery people they use may even be worse. These days, courier services like GLS, DPD and sadly even DHL have dreadful drivers who have one criteria when they deliver. As quick as possible, lack of attention, signatures that are made by them on delivery and its awful to say, usually by people who don’t or can’t even speak Dutch (I live in The Netherlands). 

With the increasing demand for online shopping caused mainly by the Corona crisis, companies found that they had to go to all lengths to find delivery companies and the service we had a while ago, is certainly not the case now. I will give you another example. I recently ordered a new kitchen dinner service which was going to be delivered by one of the aforementioned companies and I opened my front door as I had heard the van drive up and the delivery man literally dropped my parcel about 5 meters from the front door! Of course, I had to say something, seeing as the parcel was marked ‘fragile’ warning him that if anything was broken, he was on my camera surveillance! They don’t care of course and off he went.

But back to the Emma fiasco.

Thank goodness that I opted for the Klarna 3 installment option as I had paid only one installment and, in the meantime, have sent a load of emails to EMMA about where is the rest of the bed? ‘Ah, yes, sorry stock problems, we hope to get you delivery to you asap!’

To my mind asap is not 6 months. As I said in the beginning, this was a misleading advert because in actual fact they did not have any stock to send.

EMMA is by the way a German company located in Frankfurt.

I communicated with Klarna about this matter, and they stopped the payment plan until the matter is resolved, which I feel isn’t even now. I may have finally had all the parcels, which have been in boxes in my spare bedroom for months waiting for the final one to arrive (the mattress), so just imagine if I had needed this spare bed earlier than July??

I have complained to EMMA about their abdominal service and asked what are you going to do about this? The payment is still on hold, and I couldn’t believe it when I received an email this week. The usual blah blah about yes, they could understand my frustration (and that is putting it mildly believe you me!) and they were offering a Euro 60 compensation payment which will only be paid when everything is resolved. Read here when they have received the rest of the payment. That is downright insulting, Euro 60 comes down to Euro 10 a month for all that inconvenience.

I think that they should cancel one of the two outstanding payments for all the hassle I have had with them. The time I have spent writing emails and also actually chasing the final parcel which had been dumped by the courier at some camping on the island where I live. The fact that there is an address label with my details on and phone number, seems irrelevant, it’s a shame because they probably cannot read it anyway. Had a similar experience last week with a parcel from Amazon delivered by DHL and put in front of my gate at the end of the driveway where anyone could have picked it up and taken it without me knowing. Honestly, I give up.

I have spoken to Klarna in the chat and basically, they agree with me that this is very bad service, and it has taken far too long for the order to arrive.

It goes without saying that of course I will pay for the goods I order but this was diabolical, and it has taken half a year to fulfil my order!!

So be warned! Even though you may think: ‘wow what a good offer’, please realize that it will probably take months before you get it. Never ever pay in advance (just in case) and I do use Klarna a lot knowing that no payment is made until the product (s) have arrived and are OK.

We are faced at the moment with a lot of advertisements on all media which also include the ‘drop shippers. People running companies where they offer products at  prices which seem like a good deal but in fact are all coming from China and from Ali Express/Wish and such like. And then compare said prices yourself. Something you may pay Euro 30 for actually costs Euro 3 and these shippers are making huge profits across our backs. Personally, I think this should be made illegal, because for one thing there is always an issue with quality. Obviously because how can you expect a product which costs Euro 3 to be good? Yes, some might be but not all.

So, my issue with EMMA is still unsolved. I have written yet another email to Mostafa saying that the compensation was insulting and come up with a better deal. No doubt, because he has done this before, he will ramble on about company policy (boring) and that will be all.

I wish I had never ordered this bed to be honest. Every time I see the packages up in my spare room, it makes my blood boil and then I have to smile when I think about the promises EMMA make saying: ‘if you buy an EMMA product like a mattress, have a free trial for 100 days and if not satisfied, full refund and return’. They must be joking; you would be extremely lucky if you have even received the product in 100 days.

Don’t say you haven’t been warned!

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Jill Kramer

Hi! I'm Jill and I'm a passionate author of books, short stories, columns and blogs.

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