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One of the first mattress brands to be offered solely online, Saatva has been a leading name in the online mattress industry. But even leaders in the industry are not immune to negative reviews and we are here to determine whether the complaints hold any merit or not. From customer service to delivery times to mattress sagging, we’ve covered all the Saatva mattress complaints we could find.
Common Saatva Mattress complaints
With a revenue of over $500 million in 2022, Saatva mattresses have been a favorite online mattress brand since its inception in 2011. With a current offering of 9 mattresses which include two mattresses made exclusively for kids, Saatva mattress caters to everyone and every type of sleeper under the sun.
Saatva also offers one of the longest sleep trials in the online mattress industry as well as a lifetime warranty. With an emphasis on high quality materials, expert craftsmanship and being made solely in the United States, Saatva mattress commands premium prices for all of their products.
And while their quality can usually back up the high prices, Saatva mattress is not averse to the more common complaints that any company that sells a mattress online face.
Shipping time
Although few and far in between, some customers of the Saatva mattress have complained about their shipping time with some even not receiving any of their orders at all.
While a lot of these complaints can be traced back to the courier delivery services that Saatva utilizes, for a company that prides themselves on complimentary white glove delivery services, shipping times should be at the top of their list to address.
Customer service
The majority of Saatva’s customers have often lauded the quick and thorough responses that that Saatva’s customer service provides but still, quite a good number of Saatva customers have complained about not being responded to with some even complaining that the person they have spoken to were either rude or unknowledgeable about Saatva’s product offerings.
A mattress company – whether operating solely on a digital platform or in brick and mortar stores – must always provide great customer service as well as keep their customer service team trained when it comes to product knowledge.
Sagging
When it comes to both their innerspring mattresses and foam mattresses, Saatva has received complaints about premature mattress sagging. Some have also complained about unexplained humps appearing in certain areas of the mattress, especially with Saatva’s innerspring mattress in their Plush Soft firmness level but not with their Luxury Firm. In some customers, this issue has resulted in both back pain and neck pain.
An innerspring mattress wears down much faster than a memory foam mattress (especially if it’s a softer mattress) but with the quality that Saatva prides themselves on so much, humps and premature mattress sag, especially when it comes to a brand new mattress is pretty much unacceptable.
Although a mattress topper like a memory foam topper can help extend the lifespan of your mattress, it certainly is more than just a hassle sagging and humps appear on your new bed.
Returns
Unlike other mattress brands that offer free mattress removal, Saatva has a fee policy when it comes to mattress returns. This is because all their mattresses comes shipped full size and not rolled and compressed within a box. This is what differentiates Saatva from most of the online mattress brands available today. This is also something to keep in mind when before making a Saatva mattress purchase.
This policy is clearly stipulated on the Saatva website as well as their mattress warranty. But some customers have complained about not receiving a replacement mattress even after they have called customer service.
Warranty
Saatva has pretty straightforward terms and conditions when it comes to their mattress warranties. Saatva offers a lifetime warranty for all of their mattresses but they also have slightly varying conditions for certain mattresses like the Saatva HD mattress. It really is imperative to read the fine print before making any purchases, especially when it comes to high-end mattresses.
Under their lifetime warranty, Saatva also offers a ‘Fairness Replacement Option’ which is entirely up to the customer to choose whether they would like to avail of it or not.
Bear in mind, these terms are very clearly stated in each Saatva mattress warranty. For example, if a customer chooses the ‘Fairness Replacement Option’, the 365-day sleep trial would not apply for the replacement mattress nor can it be returned or exchanged. Some people have complained about these terms but we believe that any misunderstanding can be cleared simply by going over the mattress warranty thoroughly before purchasing while keeping in mind that every Saatva mattress style have slightly different warranty conditions.
Remote not working
This, of course, applies only to the Saatva Adjustable bed bases such as their Lineal base and Adjustable Plus base as these are their only products that come with a remote control.
Some people have complained that upon receipt of their new Saatva base, the accompanying remote control is either damaged or not working. But these complaints are few and far in between. But a faulty remote slipping through the cracks means Saatva must step up their quality control game a little bit more.
FAQs
All of Saatva’s products are made from premium quality materials sourced within North America making them one of the most popular high-end brands of mattress, bedding and bed frame products in the United States.
With the passing of time and through normal wear, all mattresses develop body indentations but premature mattress sagging is certainly not unheard of. Although a few complaints have been lodged against Saatva mattresses for premature mattress sag, for the most part Saatva mattresses have proven to be sturdy and durable.
Saatva mattresses are not made in China nor are any of their materials sourced outside of the US.
Saatva is a privately held American company and is not owned by any another corporation.
Saatva mattresses are certified and tested to be fiberglass-free as well as free from other toxins and chemicals that can harm both humans and the environment.
It takes 7-12 business days for a Saatva mattress to be delivered since each and every Saatva mattress is made to order.
Conclusion
While Saatva mattresses are certainly some of the best mattresses you can buy, they are also not exempt from the occasional complaint. This is the norm for all mattress brands. You can read our guides to Tempur-Pedic complaints, Helix complaints, and Winkbeds complaints for some examples.
For the most part, verified reports have confirmed the efficacy and response rate of Saatva’s customer service and most, if not all, complaints are thoroughly being addressed.
Next step: Read our Nolah mattress reviews. If you decide that Saatva isn’t the brand for you, then Nolah is a great alternative to consider. We like the brand because it’s durable, comfortable, and offers different models for different types of sleepers. If you aren’t sure which brand to buy, go with Nolah.
Michelline loves nothing more than a cozy bed, with a stack of books at her side. She loves getting lost when she travels, can bake an entire British afternoon tea from scratch, is obsessed with all things analogue and does calligraphy on the side. She currently suffers from mild insomnia and is more than happy to be your guinea pig, so you won’t have to go through all the trouble of finding out what works best for you.
Psst… the sleep review industry is full of liars, sharks, and thieves. It’s a modern-day version of getting ripped off at your local mattress store. So, why should you trust us?