Saatva Mattress Reviews

My intent initially was to order a hybrid, Saatva’s Classic Firm mattress, which was reviewed to be very firm, and perfect for people who sleep on their stomachs. But, perhaps too much research had caused me to second-guess myself. I let myself be swayed by testimonials, and the popularity of their Luxury Firm mattress. On its arrival, I felt like the Lexus of all beds had arrived – it was thick, elegant, and luxurious, softly, gently firm. It had a plush feeling. I will never forget when my puppy jumped on it and laid down. He looked at me like he had arrived in heaven. Over a year would elapse, before I confronted my possible mistake. Much to my astonishment, Saatva permitted an exchange.

From the first night of having the Firm mattress, and for the past three months, I have never slept so soundly, comfortably and consistently. This felt miraculous to me. For some inexplicable reason, I had routinely struggled to fall asleep on the Luxury Firm mattress. My delay in contacting Saatva was because I really could not understand why. The Luxury Firm mattress was clearly the nicest mattress I had ever had, well-named, "Luxury Firm". I loved it; my dog loved it. But at 70 years old, night after night, as I lay awake, searching for a comfortable position, every injury I have had let me know it ached — a rotator cuff tear, and a broken femur that had left a rod and two screws in my right knee and hip.

Recognizing that the one-year exchange policy had just elapsed, I took a chance and phoned. Because of Saatva’s exceptional kindness, I was allowed to exchange my mattress. This has translated into soothing comfort and a restful sleep for me, and an enormous feeling of gratitude I live with every day. I have always loved waking up to a new day, but now my dog and I also look forward to bedtime! The bed is his go-to place to nap during the day, and I now sleep through the night comfortably in a variety of positions but have long been most comfortable sleeping on my stomach. I had no idea how much the firmness could matter! Saatva has my highest recommendation – the company AND the mattress!!! Both have made an extraordinary difference in my life… with the superb quality of their mattress, and dedicated customer service!!!

I’ve seen so much less from other companies but this company they’re on top of everything. I’ve had managers called me. Everybody wants to make sure that I’m happy and I thank them for being that type of company and helping me through my difficult times. I recently had a little issue with my bedframe. Spoke to Shawn B. I, immediately received an email a few minutes later and they corrected the problem for me. If you’re looking for a mattress and bed, this is the place to be looking. I save lots of money from going to the street stores, but the level of Customer Service is Worth its weight in gold. I want to personally thank all the representatives that I’ve spoken to and thank you for resolving my issues expeditiously. Again I cannot say how impressed I am with the level of professionalism and outstanding customer service. Thanks for being there for me.

Evan

When we called in to raise the issue, the customer representative Theresa informed us that she had to take some time to investigate the issue and determine where our actual mattress ended up. If our mattress entered another customer's home, a new mattress would need to be created for us entirely (a lead time of 2 weeks) before delivering it to us. However, if our mattress was still with their Delivery partner, then we can reschedule a delivery drop off. In the mean time, we were encouraged to use the mattress we received until our mattress was delivered. No compensation was offered until we requested; and even then, it was only $200 (for context, just the tax for the mattress was $300+). Theresa ends the call by letting us know that she'll provide us a callback within 24 - 48 hours.

After 3 business days, we received no call and so we called back. Our next representative, Shenia, informs us that they still haven't found where our mattress was. We then bring up that we would like more compensation for the delay + the lack of proactive communication regarding this issue. Shenia agrees that the initial concession of $100 was not fair for us but informs us that it would be better to have the discussion after we receive our mattress. She informed us that next steps would be provided soon through a callback. When we asked when this callback would be received, she said that she doesn't know and could not give a timeline (which is interesting because spoiler alert: our final customer representative mentioned that it was company policy for all reps to provide a follow-up of any kind within 24 hours).

Another 2 business days go by and it was radio silent. So we called back and were serviced by representative, Sharon. Ms. Sharon informs us that our mattress was found with the Delivery partner and they had attempted to call us to reschedule but we did not answer the phone. We then informed her that we received no calls from anyone in the past few days. She also noticed that all the tickets related to our case were all in a resolved status and was also confused because our issue was not resolved. She told us that she would reach out to the Delivery partner personally and request for a status update and an expedited delivery. She ends the conversation with a promise to personally call us back by the following business day to follow up on the delivery status as well as compensation, and provided her name and personal line.

One whole week passes. NO FOLLOW UP. By this time, we already received our mattress; however, we were still expecting a follow up about compensation. We called Sharon's personal line and reached voicemail, so we called Saatva's customer support number for the fourth time. Our final representative, Ina, mentioned that Sharon had gone on vacation and requested for someone to follow up with us on her behalf (which we obviously did not receive). We requested to speak to a manager to discuss additional compensation. Ina was unable to transfer us directly to the manager, but acted as a middleman on our live call. Poor Ina had to type all our responses on our behalf while reading us the manager's responses for the following conversation:

The manager asks if another $100 was acceptable (Again, this does not even cover TAX). We respond that this was unacceptable due to the extremely disappointing customer service experience we've received in addition to the original mistake itself. The manager then asks what we Would find acceptable to which we respond - a 30% discount. The manager then says that this would not be possible - the maximum discount can only be an additional $100 off. We then ask the manager why they even bothered asking us what we would find acceptable if there was no other option than what they suggested. She responds with an insincere apology and gives us the ultimatum of taking the discount or starting a mattress return.

We decided we were done with the headache of having to deal with Saatva ever again so we took the minuscule discount. However, we wanted to share our experience for future buyers out there - what is marketed to you as a "premium" product does NOT equal premium service. We will not be purchasing from this brand ever again - what a traumatizing, mental nightmare.