Deborah P Clt

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Verified Reviewer

Pretty damn poor experience

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Saatva - Pretty damn poor experience
Saatva - Pretty damn poor experience - Image 2

My mattress arrived with gaping holes in the plastic and other spots taped up. It sat god knows where for a month as I was unable to take receipt initially.

I asked the Justo delivery guy to take it back and he refused. I do NOT want to put this new mattress in my bedroom when I have no idea where it has been sitting and how much dirt has filtered onto it from god knows where it has been stored. I brought this to the customer service agents attention on the phone just now and she offered me $100 accommodation. Can I see if it is dirty???

Really??? That is unacceptable by any stretch. I want you to pick this up. Give me my money back and I will do no further business with Saatva.

I will purchase my new mattress from a company that will ship me a brand clean, well-packaged and wrapped product.

Not a shabby, bent product with huge holes in the plastic wrap maybe getting a bed in a box sounds ridiculous to your marketing team but at least you know what you are putting your new expensive bedding on is actually clean! Horrible of Saatva!

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Preferred solution: Full refund

User's recommendation: Get your mattress elsewhere

Gottlieb Ipj

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Verified Reviewer
| map-marker Tampa, Florida

Unsanitary. Items open upon delivery.

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I purchased a Saatva (Queen) Luxury Cooling Graphite Topper based on reviews. I paid Saatva $478.38 expecting a clean, quality product and delivery within 5-8 business days.

12 days after placing my order the box arrived open, resealed, with parts of the fabric exposed to the elements.

Upon opening the box I found that the item had been removed from the plastic and stuffed halfway back in. The end that was open had debris and a strand of hair on it. Disgusting from a company that claims to be selling a luxury product with the highest health and safety standards.

Their customer service rep, Myell, was kind enough to send me a replacement at no cost.

I expected this to resolve things, but the replacement showed up in worse condition than the first. I have photos to support both claims.

It was clearly open and re-taped just like the last one, with the mattress topper fabric exposed to the elements. Im under the assumption that this is a common problem for Saatva, since its happened to me twice. (I have photos to support both deliveries.)

After nearly 3 weeks, 10+ emails back and forth with Myell at customer service, and multiple phone calls / voicemails, I just want this put behind me. It has been an inconvenience of my time and energy.

I don't want to purchase a box to somehow stuff this queen size topper and ship back to them. I've been offered $50 credit, but don't want to accept that as a resolutiion at this point.

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User's recommendation: I would not recommend purchasing from Saatva. The cost is not worth the uphill battle with customer service. Items are not shipped in a hygenic or timely manner.

2 comments
Guest

We apologize that the box our Luxury topper was delivered in got dinged up during transit by Fed Ex. We have tried to contact this consumer on multiple occasions via phone and email.

We hope she responds to our calls and emails, as our goal is to assist them further with this matter.

All the best, Kristel E. Director of National Reviews The Saatva Company

Guest
reply icon Replying to comment of Guest-2401385

Saatva is correct in saying they have reached out to me via phone and email multiple times. They are not being truthful when they say I haven’t responded.

I emailed and declined their offer of $50. They have been non-responsive in coming to another solution for customer retention. I don’t feel that $50 is fair compensation for this experience, still consuming my time and energy months after purchase. To say that by box was “dinged up” is minimizing what this company has put me through for months.

My complaint is about more than a dinged up box. It’s about receiving an open and resealed box twice. Boxes fully exposed to the elements. Twice.

It’s about shipping delays.

It’s about dragging out a customer’s dissatisfaction and disappointment. It’s about company integrity.

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Anonymous
map-marker Palm Bay, Florida

GREAT CUSTOMER SERVICE. LOUSY LOGISTICS

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Let me clarify that while this company's mattresses appear to be a wonderful product, I cannot confirm this because I never received the Solaire mattress and adjustable frame I purchased on December 2, 2023. ORDER 190********

I placed an order for a SAATVA Solaire mattress and adjustable base on Dec 2, 2023.

I was given an initial delivery of between December 10 through December 19. After numerous communications with customer service and conflicting information, I was advised the hold up was that while the base had reached the distribution center, the mattress would not be delivered there until January 2nd. I was contacted by SAATVA's logistics company handling my delivery Massiano Logistics in Orlando with a scheduled delivery date of 1/12 and advised I'd be contacted with a delivery window 24 hours prior to delivery. This text message was dated 1/2.

I never got contacted 24 hours prior and then on the day of delivery i got a text message at 7:06 a.m. stating due to an uexpected event, they'd be unable to meet the delivery date for today. They'd be in touch with a new date. Because I was irate, SAATVA customer service issued me 2 $100 dollar credits for my inconvenience.

Original charge was 7691.16. I was then told that Massiano would be delivering the merchandise on 1/17 and I confirmed this with both SAATVA customer service and Massiano Logistics the day before because I was concerned i had not been contacted with a delivery window. Both parties assured me that we were scheduled for delivery 1/17. This morning at 7:05 a.m.

the day of my supposed delivery I get a text message at 7:05 a.m. with the following...Good Morning, We regret to inform you that we have to reschedule your delivery today 17th January as we were not able to fulfill our routes on time with enough deliveries. We will notify you again of the new dates once finalized. At this point I'd had enough.

I called SAATVA and canceled the order. I was told I'd be receiving a credit for the original charge minus the 200$ already issued.

We just got back from our local sleep number store where we just purchased an adjustable firmness mattress and base. DO NOT RECOMMEND.

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User's recommendation: AVOID THIS COMPANY LIKE THE PLAGUE

Mary W Fvp

Need to return

Too firm. Not working. Still in packaging . My son has neck and back issues The memory foam pillow did not work
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Pros:
  • Nice pillow
Cons:
  • Did not work for us

Preferred solution: Full refund

User's recommendation: Ok

Anonymous
map-marker San Luis Obispo, California

Frustrated, I was supposed to get a new remote days ago

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Theyre making much more better mattresses now than the Service Harris is terrible. Thats all Im gonna say

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User's recommendation: Shop somewhere else

2 comments
Guest

Hello, Thank you for being a valued Saatva customer. We are sorry to read the concerns you have shared.

We would love an opportunity to better assist you with this matter. We are unable to locate your order as we do not have your name or email. Can you kindly provide us with this information to better assist? We look forward to speaking with you soon.

Have a great day.

All the best, Kristel E. The Saatva Company

Guest

Hello, Thank you for being a valued Saatva customer. We are sorry to read the concerns you have shared.

We would love an opportunity to better assist you with this matter. We are unable to locate your order as we do not have your name or email. Can you kindly provide us with this information to better assist? We look forward to speaking with you soon.

Have a great day.

All the best, Kristel E. The Saatva Company

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Anonymous
map-marker Santa Barbara, California

Frustrated, I was supposed to get a new remote days ago

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Terrible service! I bought it seven years ago when they first came out and the service is terrible. And of course I dont still have my receipt so I dont know if this will get
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User's recommendation: Go with another company

Mathias Scb

Help my bed has stopped working

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Representative was kind and attentive, helping me solve my issue. Very pleased with customer service
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Pros:
  • Great mattress
Cons:
  • No cons
Anonymous
map-marker Philadelphia, Pennsylvania

Pricing for purchase

Alex was super! She helped me with my purchase understanding the pricing. She led my through the check out process.
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Anonymous
map-marker Smyrna, Georgia

Payment

I tried to pay off my balance using the Affirm after realizing that even though I a credit score in the 700s the interest rate was a whopping 30%. They wouldnt accept my American Express. So I called Saatva and was able to cancel the financing and take the credit card payment. He was extremely helpful. The financial practices leave a lot to be desired
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Eve P Kfq

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer

Customer service

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Saatva - Customer service

I bought my bed in 2020. I have a five year warranty..

my remote control stopped working with my mattress over two weeks ago and my bed is stuck in a position that I do not prefer for sleep.. I have tried the customer service number and emails and have only received automated replies. It is been over two weeks and I have yet to get an appointment to repair this bed. I find this customer service to be very sorely lacking.

I have spent hours on hold with no one picking up.

I have left several emails.. I have received a series of automated replies. I was able to speak to one person on one occasion who told me Saatva would be contacting me and a ticket would be issued for repair. Hasnt happened yet

The mattress itself has been wonderful.

But that does me no good if I cannot use it. The automated base is apparently made by Leggett and Pratt.

At least I was able to have a direct conversation with them but they do not honor the warranty unless Saatva tells them to and since I cannot seem to get anyone to get a technician out here I seem to be stuck.

Keep in mind that if you decide to use this mattress company and get an animated base, you are on your own -warranty or not. The customer service number is useless.

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Preferred solution: Service

User's recommendation: Watch out for customer service!!!!!!

Anonymous
map-marker Saint Louis, Missouri

Representative kept telling me I should be turning my mattress and it’s only a few weeks old and he was getting old.

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New mattress already sinking where I lay and if I stretch out to the middle of the bed its higher. Thats why I got a new mattress
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Erica K Kjq

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Verified Reviewer
| map-marker Tucson, Arizona

Bed is frozen on feet up mode

My elderly mother has a single lineal adjustable bed I can't get the remote to work the feet are way up and remote won't work I replaced battery and web site said reset by remote does not have reset button? can you help the bed is no more than a year old
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Sharon C Wnd

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Verified Reviewer
| map-marker New York, New York

Return

Uncomfortable to sleep on. Is this 100 symbols? I slept on it one night snd it is uncomfortable. It is uncomfortable. It is uncomfortable.
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Pros:
  • I dont know
Cons:
  • Iit is uncomfortable

Preferred solution: Full refund

Sharon C Wnd

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Verified Reviewer
| map-marker Saint Clair, Michigan

Slept on one night

Please let me call you. I slept on this mattress and it was uncomfortable. It was uncomfortable uncomfortable uncomfortable uncomfortable uncomfortable uncomfortable uncomfortable
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Richard F Eeg

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Verified Reviewer

I shouldn’t have to call to get details on my delivery. The date shown on the track my order listing turned out to be wrong. It said delivery was tomorrow even though I’d heard nothing.

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Kevin at the central call center was very helpful but navigating your system to get to a live person was not easy. It looks like our mattress will arrive next week, but I would not have known that if I hadnt called.
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Pros:
  • Trial period
  • Salesperson
  • Showroom

Preferred solution: Price reduction

User's recommendation: To you: when paying for a premium product Id much prefer if my salesperson was someone I could call at the store I shopped for updates, as your current system had incorrect information.

Gerald G Duw

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Verified Reviewer
| map-marker New York, New York

I want my mattress

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I called on Monday to ask when will my mattress topper arrive. I was told later Monday or today. Obviously your employee was incorrect. I need to know when. My son post back surgery will be here for thanksgiving. I wouldn't have this problem with Amazon. Call me and make by this right
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Cons:
  • No product

Preferred solution: Deliver product or service ordered

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