Complaints
This profile includes complaints for Saatva, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 100 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a matters and foundation on March 30, 2025 (Order #***********). The order was delivered on April 10, 2025 but I immediately returned the foundation with the shipping company, because it did not fit the bed. On the same day Saatva opened ticket ******* for a refund of $405.92, but after multiple follow up request, this is still not refunded after 2 weeksCustomer Answer
Date: 04/29/2025
Refund has been provided by the business to my satisfaction.
Please close this complaint
Initial Complaint
Date:04/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Saatva Classic Mattress on May 23, 2020 that was deemed defective due to sagging in case number ******* but the only resolution options provided were to repair it (which would take 6-8 weeks to process & several weeks to repair, during which time I'm supposed to...sleep on the floor?) or sink 50% of the original price for a replacement with a new mattress. Both options are a terrible warranty resolution: repair means I get a mattress after weeks without one that may just be defective again, and replacement means I'm now involved in a mattress leasing ***** scheme that can also end up defective & sagging. I'm not the only one who has experienced this, see other user complaints: ********************************************************************************************* *t's ridiculous that I paid more than $1k for a mattress that barely lasted over 4 years, instead of 10+, which saatva's own blog ******************************************************* says should be the standard: "A mattress warranty should last for at least 10 years. Ideally, you want a warranty that is not prorated. That means the amount of coverage you get doesn’t change the longer you own the mattress. Whatever you have to pay to repair or replace a mattress in year nine will be the same as you had to pay in year three." Ironically, saatva's warranty is prorated with the percentage of the price expected to be covered by the customer incrementing every 5 years. Seeking a free replacement, upgrade to king luxury firm with a reasonable price difference, or refund.
Business Response
Date: 04/21/2025
We are pleased to inform you we have come to a mutually satisfactory resolution with the consumer.Customer Answer
Date: 04/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Warranty is deceiving…We purchased the youth mattress for our special needs two-year-old when he transitioned out of his crib. We were initially very happy with the purchase and he transitioned into a regular bed very well. After about two years, a couple of the springs started to poke at the side of the mattress. It was only a few springs, so we didn’t report it right away (we’ve never had an issue with a mattress, so this was a new experience for us). That was a huge mistake. Apparently their “lifetime” warranty is a little deceiving. We are now at 2 1/2 years of mattress ownership and the condition of the mattress has deteriorated significantly. It is no longer just a few springs, but about 8 springs that are pushing through the side of the mattress and are very sharp. He’s a little kid, so the bed doesn’t have much weight sitting on it. They want $149 to repair it, per their “lifetime” warranty. We thought he would have this bed until his teen years. I can’t believe after two years, it’s already falling apart. Not only will it cost us $149 to repair it, it’s going to take six weeks. What are we supposed to do in the meantime? We don’t have extra mattresses laying around. This is the most ridiculous warranty I’ve ever seen. What a disappointment. I will never buy a mattress from this company again.Business Response
Date: 03/24/2025
We have contacted the consumer, who thanked us for our call and will get back to us at a more convenient time. We are hopeful that when we speak, we will find a solution that works for both of us.
We must politely reject the claim that our warranty is remotely deceptive. Saatva's "Friends for Life" warranty is clearly laid out on our warranty page with no "small print." We are very proud of it and stand behind it and our customers.Initial Complaint
Date:02/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Saatva mattress and the spring has came through one of the twins that I purchased. The representative advised they could repair it for $149, or replace it at a reduced cost. They also advised this only happens to 1% of mattresses. If that percentage is correct, it should be considered a manufactures defect and replaced without cost.Business Response
Date: 03/02/2025
We have been in contact with the consumer and are working towards a mutually satisfactory resolution.Customer Answer
Date: 03/11/2025
I did not have time to respond to the complaint. They offered to have the mattress replaced for $500. Although it occurs 1% of the time I don’t feel I should have to pay extra. I believe the mattress was $3,000 a few years agoInitial Complaint
Date:02/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Martin E******* **. Vice President of Customer Experience: I am writing to request delivery of my $3,090.38 refund for the Zenhaven mattress, which did not provide a restful night’s sleep. A calendar month will pass today without reimbursement. The Saatva website promises a “no-stress returns” process. My experience has been the opposite. Associate Gary C. processed my return by phone on January 14, on behalf of Mike P., the ********* viewing room manger, who generously waived the $99 fee. Ten business days passed, but I did not get a refund to my two credit cards. I re-initiated the repayment process on January 30 with associate Hannah G. of the Paramus store by phone. She explained that my refund was not entered in the system. This time, I requested my refund by ACH bank transfer. Another ten business days passed without repayment. ********* picked up my mattress for recycling on January 29, and I have been without one since. Thus, I am requesting a prompt resolution to this matter. Please mail a check to my home address. I should not have to wait for another processing period to elapse for remuneration. Thank you for your time and consideration. I am looking forward to your reply.Business Response
Date: 02/24/2025
We are please to inform you that this matter has been resolved.
We thank the consumer for their patience and wish them all the best.
Customer Answer
Date: 02/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:02/10/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a mattress, adjustable bed frame and headboard-footboard back in November. Upon delivery the adjustable frame was the wrong size. The mattress and footboard-headboard sat in my dining room for over two months. Upon finally receiving the the right frame the delivery men said they would not put together the headboard-footboard as it was not on their paperwork. I had to wait several more weeks to have that done. After many calls they agreed to give me a refund of $200 which I have yet to see. Very poor communication and service.Business Response
Date: 02/14/2025
One of our Directors has apologized to the consumer for the inconvenience, and the matter has been resolved.
We thank her for her understanding and continued business.
Customer Answer
Date: 02/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I had filed a complaint about Saatva mattress. This has been resolved. I highly recommend their products.
Sincerely,
****** *******Initial Complaint
Date:01/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was on Saatva. com several days ago perusing the Saatva wares. Specifically the Saatva Classic. I have wanted one of these for simply eons. On this date the queen classic listed for $1,699. I showed it to my husband who said it was too expensive. But me being me wanted to check for sales It was listed today for $2,099, with $650 off. I went and asked my husband how much the mattress was I showed him days ago. He told me it was $1,699. Which means they raised the price for the current sale. I called them to discuss this and she called me a liar. I asked to speak with a manager, but was hung up on. I called back asked for manager again and was put on hold and no one ever picked up. I would like my Saatva queen set for the original $1,699 minus the $650 of the sale. This is only fair. I am not now, nor have I ever lied and do not appcreciate being called names, then being jerked around when asking for the manager. So unprofessional of them. So, can you help me?Business Response
Date: 02/12/2025
Our Vice President of Sales has spoken with the consumer and apologized for the less-than-satisfactory interaction with one of our representatives. They also cleared up the confusion over our pricing structure.
We appreciate the consumer's interest in our products and hope we have redeemed ourselves enough to be entrusted with her business.
Initial Complaint
Date:01/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The original mattress was purchased four months ago. I called and--because it was within the warranty period--asked that my Rx mattress be exchanged for a Classic mattress. It was. The issue is that the Classic mattress costs more than $1,000 LESS than the Rx. I was promised a refund of the overage and have been asking about it for a month now. I am not certain the *********** office is the one I have been in communication with. The number I have been calling is ###-###-####.Business Response
Date: 02/03/2025
We are pleased to inform you that the customer notified us they received their refund check.Initial Complaint
Date:01/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
- 1/6/2025 Requested refund for mattress purchase on. - Explained to customer support personnel that the credit card used to purchase mattress originally was in bankruptcy. - Was told by support personnel that a check could be issued. - 1/14/2025 Had current mattress removed from house, as per the agreement. - 1/9/2025 Refund Issued but amount was credited towards ********* **** account, which is currently in bankruptcy. - 1/21/25 Spoke with ********* **** account rep and Saatva rep and was told there is no way to release the money paid to *********. I gave up my mattress for the purpose of purchasing another mattress but have lost both the ability to purchase a mattress AND my current mattress. Request for Saatva to replace my mattress with another one.Business Response
Date: 02/03/2025
We have spoken to the consumer and have resolved the issue.
We apologize again, for any inconvenience he may have experienced.
Initial Complaint
Date:12/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Have been waiting for a refund for a month. Have emails and phone calls made with this company but yet haven't received my refund.Business Response
Date: 12/13/2024
We are happy to let you know that this matter has been resolved.
Due to a postal strike in ******, the customer did not want us to mail him a check for the courtesy refund we offered him. Instead, he requested that we wire transfer the money. The first time we attempted this, his institution bounced it back to us. Once we were made aware of this, we resent it. The second time, his institution accepted it.
Customer Answer
Date: 12/13/2024
Complaint: ********
I am rejecting this response because:The response is a flat out lie that's why I have an issue with this company. Although I received my refund after many, many emails and phone calls. All of which I have proof. From the get go I requested a refund via bank transfer which they said can take up to 3 weeks. They claimed there was an attempt made and the error was from me or my bank rejecting the transfer. That is a flat out lie. Every detail I provided was correct. Error was made from there end and they refuse to accept it. This whole entire situation was caused by this company Saatva.
Sincerely,
********* *****Business Response
Date: 12/31/2024
We are sorry that even after we refunded the consumer as a courtesy, he is still upset with us.
We have no idea why he claims we lied about the initial money transfer attempt, and we will gladly provide the BBB with full documentation upon request.
We wish the consumer the best in all things.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.