Be careful dealing with Saatva. Just received a check in the mail from some Legal firm...I had no idea what it was. After doing some research, I found out it was a payment from Saatva for overcharging me on the taxes they charged me. Somebody must of sued these lowlifes and they had to return the money they overcharged. Watch out!!! Smells like a scam.
Please remember you asked for this review Saatva. We went to their showroom, credit card in hand, ready to buy.Because of my multiple disabilities that was quite the ordeal.We were "helped" by a woman who claimed to have worked there 2 and a half years. My wife and I both come from extensive sales backgrounds.WE KNOW when we are dealing with an untrained amateur.Just to encapsulate the whole experience, ten minutes into it,I had to ask her to tell me her name. No sales technique whatsoever. She was totally sterile, business only.If this situation required a cashier MAYBE she would suffice. Of course, she walked us without so much as a "see ya later."No one else intervened. No supervisor. No floor manager.None of the other two "salespeople" sitting behind the counter as the woman blew us out of the place. This was an over $4,000.00 sale walking out the door!My wife and I were so taken aback that I e-mailed their corporate office to tell them of our experience. Fortunately, we were soon contacted by TJ, the District Manager.This fellow knows his stuff. He was totally competent, a total professional. TJ salvaged the whole deal and got a bed coming our way. I can't help but wonder how many other sales are not given to him to fix.DWL
When you place an order, don’t expect to receive it when they tell you it will be delivered. I ordered a mattress topper, not a mattress. It’s been almost a week and I still haven’t received it nor has it shipped. The information that they gave me on the website about this order was not accurate. In this day and age companies need to understand that the service experience is just as important as the product. If you can’t fulfill an order within the timeframe you placed on your website you’re just setting yourself up for upset customers. And I’m one of them.
I bought one of their mattresses 2 years ago and I have no complaints. I just bought a twin and it just feels different. The edges don't feel solid...it is hard to describe but does not seem the same. But that is not my issue. I emailed them about the price dropping within 30 days of getting their mattress. Honestly, I just wanted them to send letter or acknowledging the lower price and I was going to send to credit card company. They proceeded to say we don't credit sales if you already got the mattress. That wasn't the question, but the guy on phone was adversarial and we just couldn't seem to talk about it. I just said whatever. I think this is the last time I buy from them again. First, I don't like price games.....but something not even really discussed is the quality seems off. But I chaulked it up as new and needs to be broken in. I don't know but "whatever". Last time
I bought a Saatva King, originally in Luxury firm as I didn't want too soft of a mattress. It came and within weeks, it developed a hole where a slept. more like a canyon. I flipped it around and it did the same thing. So I called and asked for a refund, they begged me to take another but this time try Firm Mattress which was supposed to be better for heavier people. The mattress got the same hole in it. The sides completely sag. This was one of the worst mattresses I have ever bought.
I seriously regret buying from Saatva. The mattress showed up with a strong chemical odor right out of the box. The delivery crew didn’t provide white-glove service, didn’t bother with shoe covers even when asked, and honestly smelled terrible. Not exactly the luxury experience they advertise.We filed a complaint right away, and Saatva agreed to exchange the mattress and give us a $100 credit. Cool — except a few days later the mattress literally sank. At that point, I requested a refund.And here’s the kicker: instead of giving the $100 credit they promised, they deducted $100. So we ended up dealing with a bad product, bad customer service, and broken promises.Bottom line: I would never buy from this company again. Poor quality, poor delivery experience, and they don’t honor what they say. Avoid.
We have liked our Saatva mattress, but after a few years the mattress began to come apart internally. We contacted Saatva and the mattress was sent to them so they could repair it under warranty. After well over a month and numerous calls to Saatva, we still don’t have our mattress back. For a while the mattress was understood to be lost and there was no indication of when or even if we would see it again. Meanwhile, I am sleeping in camping gear on my boxspring. I feel as though I haven't slept. I am considering giving up and buying another mattress so I can sleep well again and wake up without a sore back.I’m aware of mattress recycling facilities becoming badly infested with bedbugs. I was hoping Saatva could assure me that they take steps to remediate bedbugs which may travel to the Saatva repair facility on used mattresses. I'm looking at an image of mattress construction on the Saatva website now; the mattress seems to have lots of good hiding spots for bedbug hitchhikers. Treating mattresses as they are received for bedbugs seems like it would be quick and inexpensive. I was told by Saatva that they do nothing to address bedbugs at their repair facility beyond rejecting mattresses on which they see bedbugs. With our mattress currently sitting in a repair facility with several other used mattresses from various unknown places, I'm concerned there is a risk of introducing bedbugs to my home from the Saatva repair facility. My problems with Saatva are:A) the mattress fell apart andB) I resent that my wife has been calling Saatva for a month, but it wasn’t until I (a male) contacted Saatva that we seemed to get some progress towards resolution. What year is it?C) Despite the friendly and apologetic Saatva people we spoke with, the post sale customer support system seems doomed by design. In a perfect world, Saatva leadership would be held accountable and not some poor customer service rep working under them.The Saatva website indicates that Ron Rudzin is the Chief Executive Officer of Saatva. Ron:I'm wondering why there isn't an effort made to remediate bedbugs in used mattresses which enter the Satva repair facility and then sit next to a mattress you would send to my house. I'm wondering why Saatva apparently doesn't have much of a mechanism in place for when things go wrong. I posted the above review on the Saatva website and now it is gone. Are you curating reviews on the Saatva website?
I gave them poor ratings for slow delivery and comfort. So then the scam starts. They have a system that runs sales a tells you what to buy based on your responses. They. Charge a $99 service charge to swap plus the up sale 2300. Scam. Stay away
Exceptional customer service!!I’d buy products again without hesitation!
Byer beware! I have had my mattress replaced twice, and now they are blaming me for not having the right support, even though they installed the original and the replacement. They are blaming the faulty bed frame that no one had brought up on any other call. Mattresses only seem to last about a year, and they void the warranty without putting in the right support or explaining this properly. On top of that, they offered a discount to buy another bad mattress! Too Funny! Apparently, common sense eludes their customer support managers!Quick follow-up - After speaking with upper management. They were able to look at this and get it resolved. Crazy that it would take that to get this straight, but thanks to a regional director for looking into this for me!
I had ordered mattress, adjustable frame and headboard/footboard. When delivered the adjustable frame was the wrong size. I waited over two months for the right frame with the other components sitting in my dining room. When right frame was delivered the delivery men said they were not instructed to but the headboard/footboard on. I had to wait several weeks for that. After many calls I was told I would be refunded $200 which has not happened. Poor communication and service. The last two gentleman who put the headboard/footboard on were exceptional.
