ComplaintsforSaatva, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a mattress that was soaking wet and covered in dirt. They removed my old mattress. I now have no where to sleep and they want to charge me more for a refund then what it costs on the site. I’m going to have to sleep on a blow up mattress now with my girlfriend and I can’t get them to remove the wet smelly mattress. Worst case scenario not sure what to do.

  

  Business response

  08/05/2024

  We apologize to the consumer again for the unacceptable manner in which his mattress was delivered.

  He has chosen to be refunded and has purchased elsewhere.

  We are sorry for the inconvenience and for having lost his business.

  We wish the consumer the best and hope he reconsiders us in the future.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a "Solaire" mattress and adjustable foundation from SAATVA, the most expensive one that they offer. Delivery day; "white glove delivery and removal consisted of two guys with no tools, had to get them a knife to open the box. They took out old mattress but looked at existing foundation and said "We do not take those" I had to hire guys to come move out old foundation. The $1,745.00 adjustable foundation is made from 3/8" plywood and very cheaply built. Their website and all information I could find stated numerous times that "EVERY" SAATVA mattress was custom made to order, never packed in a box. Even went so far as showing "inferior" compressed mattresses in a video listing all the reasons they would never do that. I received a cheap compressed mattress in a small box that looked horrible. Nothing more than a glorified blow up air mattress that has a pump so weak you can only fill one side of the mattress at a time. "White Glove" guys left after turning on the pump to fill the first half, basically said good luck. Tried to sleep on mattress first night, set pressure on 45 at 10pm, by 2am pressure on both sides showed 16 and 22 and had to run pump for another 10 minutes each side to get back to original setting. Website indicates 365 day in home satisfaction guarantee. Called customer service to arrange for returning and was told they would take back mattress but I was stuck paying for their cheap adjustable base. I disputed charge with my credit card company, at a minimum they misrepresented their products and in my opinion its borderline fraud. BTW.. I have never returned a product for a refund but expect to get something worth my money!

  Customer response

  07/12/2024

  The company has offered to refund the purchase and arrange for return. I am satisfied with the response of the company at this point

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bed from Saatva and one side of the bed started leaking from the mattress hose that goes into the mattress. I called the company on 28 June and they said they were shipping a new one, I have called many times and they keep telling me they will call me right back with the tracking information and never call back! I’ve spent over $4,000.00 on this bed and sleeping on the floor??? Asked to talk with a Supervisor or Manager and they are busy and will call me back and of course no one calls???

  

  Business response

  07/22/2024

  We are pleased to inform you this matter has already been resolved.

  We apologize again to the consumer for having had any issue with his mattress, and thank him for his understanding while we made things right.

  Customer response

  07/22/2024

  Yes this has been resolved 

  Customer response

  07/22/2024

  
  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.
  Date Sent: 7/22/2024 10:14:12 AM
  Yes this has been resolved 
  Sincerely,
  
  ***** **********

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 2 sets of pillows on June 19th and needed to return 2 of them. We called and spoke to Kevin who was initiating a return on Wednesday June 26th. After several additional emails and chats we still do not have return details. We decided to keep 2 of the 4 pillows and try a different insert to see if that helped with the loft issue. No reponse on those after chatting in, calling and sending an additional email. Based on the situation and lack of support we no longer want to keep any of the pillows for fear that any future issues would go unresolved.

  

  Business response

  07/10/2024

  We are happy to inform you that this matter has been resolved.  The consumer's return had been processed as requested.

  We appreciate him having tried us out and wish him the best in his new pillow search.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  date of transaction: May 25, 2024 Grand total: $2366.00 on sales invoice it stated delivery in 9-18 days. 18th day is June 11th.As of today, i still do not know when mattress will be delivered. Nature of dispute: Saatva customer service is not helpful in finding out when my mattress will be delivered. Today customer service said they talked to delivery (different company) and the delivery company will contact me in 48-72 hours. That is just to contact me to set up delivery date. This is unacceptable. When i explained i was unhappy with Saatva Customer service; they were not helpful in any way and displayed a very indifferent attitude. If i knew it was going to take this long; i feel i would not of made this purchase. And if i knew it was gonna take this long; i would have been more accepting. i feel like i was lied to about the promise date of delivery. Also the clerk that helped me make the purchase in the Saatva showroom stated that when you make an in-store purchase; the mattress comes sooner as opposed to an online purchase. Thank you.

  Customer response

  06/12/2024

  the issue has been resolved with Saatva. No need for any further action.

  

  Business response

  06/26/2024

  We are pleased to inform you this matter has been resolved to the consumer's satisfaction.

  We thank her for her understanding and wish her many years of great nights' sleep in her new Saatva!

  Customer response

  06/26/2024

  
  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

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Saaatva charged for a Queen mattress $600 difference) and they sent me a full instead. It has been over a month a still no delivery date.

  

  Business response

  04/19/2024

  We cannot apologize enough to the consumers for this unusual mix-up and the inconvenience it has caused.

  At this point, they have decided to cancel their order with us for a prompt full refund.

  We are sorry to have lost them as customers and wish them the best in their new mattress search.

  Customer response

  04/22/2024

  
  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

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My last call to Saatva the employee was abusive, said she was issuing a full refund but didn't. After visiting a store in person I ordered Loom & Leaf based on the promise of no chemicals from the employees and the online description. Saatva delivered a mattress that wreaked of chemicals made bedding smell like foam. Samuel was kind, said that it's not that their mattresses have zero off gassing but since delivery takes so long they off gass by arrival. He said aim a fan on it, don't use for 2 weeks. I purchased a fan with a VOC filter. I decided to revisit the store to smell the store's mattress again since I was confused why mine is so different. I was greeted by Margo, she thought I had gotten a defective mattress and said it should not smell at all. She said in 5 days if no improvement call her and gave me her card. 5 days later she processed an exchange, I told her my worry was this will total to over 2 months waiting for a mattress and I would get another bad one. She was very nice, assured me no way it would happen again. I did receive yet another bad mattress with a strong chemical odor like gasoline it made my daughter and I both asthmatic. I called Saatva and spoke with Teresa for 11 min. I'm a soft spoken calm speaker and I told her that I was so confused why in the viewing room there was no chemical odor but Im getting a different product. I said I find it so comfortable and want to be able to use it but instead have been sleeping on a couch for 3 months. She spoke to me in an abusive way and accused me of imagining it. She said she worked in fashion for 10 years, every fabric has a scent and kept yelling 'It's you not the mattress'. I said it's giving me asthma, my friends had to come help me move it and they could smell it. She said 'I don't think what you're telling me is true, no one else smelled it but I will just issue a full refund. I haven't gotten the refund and was certainly given a toxic chemical product instead of what I bought.

  

  Business response

  04/11/2024

  We are pleased to report this matter has been resolved.
  After speaking with our Director of Customer Satisfaction, the consumer decided to exercise her right to return her mattress for an immediate full refund under our 365-day in-home trial.
  While the mattresses she received emitted no harmful chemicals, we are sorry that she found the normal new smell of the foams and fabric unpleasant and to lost her business.
  We wish the consumer the best in her new mattress search.
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/30/24, I purchased a Saatva Adjustable Base Plus for $1,887.60 order #Order# ***********. I was told it would be about two weeks before it was ready to be shipped. After I made several calls on when I was going to get it, I received it on 2/20/24. After it was setup I asked the delivery personnel if they were going to check it out to make sure it worked. I was told they did not do that. Come to find out one of the features is not working. On 3/5/24 I discussed this problem with Tiffany at Saatva to get it repaired. She said she put in a service request. So far no one has contacted me about coming to repair it. It is difficult to talk to someone at Saatva customer service/support. They do not answer the telephones and are not responsive to voicemails. At this point I would like a refund for the adjustable base plus since it is defective and no seem to care about coming to fix it. I also plan to return the mattress I purchased on 9/8/2023 for $2,248.70. The mattress is fine but since the customer support is lacking I don't trust their warranty if there is a problem.

  

  Business response

  04/04/2024

  We apologize to the consumer that there was any issue at all with his premium luxury adjustable base and for the inconvenience it has caused him.

  At this point, a replacement base has been ordered and will be delivered shortly.

  Once more, we apologize for this rare and unusual situation.

  Customer response

  04/04/2024

  
  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

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late February I purchased a mattress online after Saavta (in email) said they would discount the price. But then they refused. At the time they said they would credit my account after I made the purchase and at that time I told them my matteress is in my cart online so they could see what I was buying as well as the price. They said (in email) the price would be reduced 15% . After my purchase and request of the discount to be applied, they refused. After aguring back and forth online I called Saavta. on that call I heard the rep use the phrase "you people" which I did not like and felt like, perhaps, my last name or accent helped Saavta change their minds regarding the discount. Saavta then, on their own, decided to cancel my entire order.

  

  Business response

  03/27/2024

  We are clearly not the right mattress choice for the consumer.

  He informed that if he did not get an additional discount (which was not part of the advertised offer), he would be returning his mattress in 11-months.

  He has been fully refunded and we wish him the best in his new mattress search.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a mattress with full agreement from the company of a refund (minus 99.00 processing fee). Mattress was ordered6/2/23, return request 11/18/23, picked up by company 1/9/24. It has been over 3 months since return pickup and I have yet to receive a refund. I have received several promises of checks in the mail, the first supposedly issued 12/10/23. I have not received anything. I have attached the emails from the company promising the refund as well as the confirmation of my mailing address (** *** *** ********** ***** ** *****) This has been far too long and I am due 1325.70. Please help.

  

  Business response

  04/02/2024

  We have mailed out multiple refund checks to the address the consumer asked us to send it to.  We would be happy to provide the BBB with documentation upon request.

  We are currently working on refunding the consumer via an ACH transfer.

   

*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. ↩