The Arrival & Unboxing

In Canada, Emma is available exclusively on their Canadian website. It can be delivered free of charge throughout Canada and typically ships within 3–5 business days. The mattress arrives in a large cardboard box that requires at least two people to move. The box does have handles that make it easier to carry.

The Emma CliMax Hybrid is simple to unbox. The company also provides a scannable QR code with instructions to follow. Once out of its packaging, the mattress should fully expand within a few hours.

The Look & Feel

Like other online mattress brands, Emma has opted for a two-tone cover design, with a white knit top and darker base for its hybrid model.

Despite being advertised as medium-firm, the Emma CliMax Hybrid is closer to a firm mattress. The 4.7 inches of pocketed springs found in this hybrid offer extra structure and air ventilation than the all-foam models in the Emma lineup.

The following results were determined by licensed 3rd-party engineers, commissioned by us:

Mattress Layers

The Emma CliMax Hybrid is made up of four layers. Like other hybrid mattresses on the market today, the layers in this mattress work together to provide an overall level of comfort and support.

• First layer: 1.2 inches of open-cell foam. This top layer is primarily responsible for dissipating body heat. Foam density: Unspecified.

• Second layer: 2.1 inches of memory foam. This layer provides zoned support and pressure-point relief. Foam density: Unspecified.
  

• Third layer: 4.7 inches of pocketed coils. This layer adds stability to the mattress and is reinforced at the perimeter for edge support. The hollow channels in the springs also improve air circulation.
  

• Fourth layer: 3.2 inches of high-density foam. This base layer provides further support and is also reinforced at the perimeter for edge support. Foam density: Unspecified.

Of note: Emma does not publicly disclose foam density. When Mattress-Reviews.com contacted Emma’s customer support, they could not provide the foam density for any of their layers.

Mattress Cover

The mattress cover of the Emma CliMax Hybrid is made from a blend of polyester and elastane. Visually, it features a white knit top and a darker base. The top portion of the cover can be removed for machine washing.

Emma was founded in Frankfurt, Germany, in 2015. Since launching, Emma has expanded operations to 17 countries across Europe, Asia, and North America.

While the company has found success in Europe, the Emma mattress sold in Canada and the US is different from the signature foam mattress made in the UK. At one point, Emma was using Amazon to ship its mattress, but it has since launched its own Canadian website and uses an assortment of couriers to fulfil orders.

Emma offers free shipping and uses FedEx, UPS, or Canpar Express to deliver in Canada. Customers should expect their mattress within 3–5 business days.

Customers can receive scheduled delivery and in-home setup for an additional $150 with their mattress purchase. However, Canadian buyers should be aware that this delivery service is only available for specific areas in Ontario.

Emma has a 365-night sleep trial, offering one of the longest trial periods in Canada alongside Douglas. Buyers can try out the mattress at home before deciding to keep it. If they wish to return their Emma mattress within the trial period, they can receive a full refund.

We hire 3rd-party engineers and use public data to rate mattresses on over 25 criteria.

You can’t deny Emma’s many global awards and countless positive customer reviews. That said, it’s important to consider two things.

First, the lack of transparency surrounding the composition of the mattress and its suitability for the needs of Canadian sleepers. When our team contacted Emma’s customer service team, we were given conflicting information about where Emma mattresses are manufactured for Canadian orders. We were first told it was Germany and later told it was the USA. The mattress tag itself states Mexico.

Second, there is an apparent disconnect between the glowing reviews on the brand’s website and the experience of Canadian customers. With an F rating on BBB and “Poor” on Trustpilot, complaints from customers on third-party review sites paint a very different picture of the company and highlight significant customer service issues.

Even the company’s price and policies are not compelling enough to warrant buying the Emma CliMax Hybrid. A Queen is regularly priced at $1,789 CAD, whereas you can get the made-in-Canada Douglas for $799 CAD. Emma’s year-long sleep trial is not an exclusive feature either—in fact, Douglas offers the same 365-night trial and a longer warranty.

Exploring Canada-based alternatives like Douglas may provide a more reliable and tailored solution for sleepers seeking a quality mattress from a customer-focused company.