ComplaintsforSaatva, Inc.

• 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.

   

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Classic King 14.5” Luxary firm on July 26th 2021. The mattress was great for the first year and half. After that time we noticed formed dips where both of us slept. I weigh 190lbs and my wife only weighs 125lbs. On 2/25/24 we noticed a spring had come loose and was poking through the padding right under where one of us slept. We rotated the mattress to continue sleeping on it while we contacted the company. Once we emailed the company about the issue, we were initially told the mattress would be replaced and a delivery would be scheduled. One week later we had received no confirmation or information about the delivery. We reached back out to the company and were told the only options we had were to have it repaired or we could pay 50% of the original price plus $100 delivery fee. We told the company we would like the mattress repaired. We were informed someone would come pick the mattress up and it would be 2-6 weeks for the repair and it would cost $149 for the repair. We don’t have an extra mattress laying around the house to wait 6 weeks. Overall paying $1800 for a mattress to only last 2.5 years didn’t seem worth it. The cost of the replacement mattress would be $1000 under their “Lifetime Warranty” which also doesn’t seem worth it for it to only last another 2 years. Overall we are deciding to avoid this company and purchase from a more reputable company in hopes of having a more quality, lasting mattress. I hope this helps someone in making their mattress purchasing decision as the number of mattresses to choose from is so large and can be overwhelming.

  

  Business response

  03/11/2024

  We are happy to report this matter has already been resolved to the customer's satisfaction.

  

  Business response

  03/11/2024

  We are happy to report this matter has already been resolved to the customer's satisfaction.

  Customer response

  03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: The manufacturer has reached back out to ensure us the mattress will be replaced under warranty and free of charge. At this time we have received no confirmation or have been given no date of potential resolution. We will give the company the appropriate amount of time to process the claim before reaching back out for a confirmation email or shipment date. We do understand it may take some time to manufacture this mattress but still would expect some sort of record keeping to better understand exactly what has been approved and dates we should expect resolution. 
  
  Sincerely,
  
  ****** ********

  

  Business response

  03/25/2024

  This matter is now resolved.  

  The consumer received their replacement mattress on 3/18/24.

  We hope it brings him many years of great nights' sleep!

  Customer response

  03/26/2024

  
  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

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an overpriced mattress topper from Saatva because I read the promise of no off-gassing on their blog which was the only thing I cared about when comparing all the different companies out there. I received my topper on Friday. I noticed the smell as soon as I took it out of the bag. Immediately my whole room smelled. So, I left it to off-gas all day and night for the past 3 days with my windows wide open (in the winter) so as not to inhale the fumes coming from this topper - forget trying to sleep on it. Today I even left it outside, hoping that when I brought it back in, I might be able to use it. Nope. Still stinks. Still makes the entire room stink within an hour. Even my husband, who has limited smelling sensitivity, can smell this topper. The statement from your website was "Saatva foams are shipped stable, which means any off-gassing happens before it ever gets to a customer. We also use foams that are certified to be low in VOCs and free of toxic chemicals," (**********************************************************. This is simply not what I received and I feel lied to. I want my money back. I would have had the same experience buying a topper from any random ******* company on ******.

  

  Business response

  02/27/2024

  While we are sorry to hear that Ms. ******* finds the smell of the new foams and fabric used to handcraft her made-to-order topper displeasing, we can ensure the scent is not that of off-gassing.

  We are confused as to why the consumer felt it necessary to write to the BBB to request a refund while she is well within her trial period, where she can return her topper for any reason and receive a prompt full refund.

  One of our managers will contact her to arrange the return and refund.

  We wish Ms. ******* the best in her search for a new topper.

  Customer response

  02/27/2024

  
  Complaint: ********
  
  I am sorry you're confused as to why I would contact the BBB. Let me explain: your foam product off-gassed even though your site states very clearly that Saatva foam doesn't. I should have never had this product in my home in the first place and I would not have purchased it had your site been honest. It's now off-gassed in my home for days. You can claim this isn't off-gassing and suggest you have no idea what the smell could possibly be, but as an environmental engineer who spent years remediating VOC-contaminated sites, I'm well aware of what off-gassing is. I can understand the knee-jerk reaction to want to make someone feel stupid for sharing their negative experience with other customers, but your own site has reviews from customers just like me talking about the same "auto grease" smell that comes from this topper. Maybe just make it so that your toppers don't off-gas in people's homes instead of being passive aggressive in BBB replies towards customers who notice that they do. I'm happy to return this product for a full refund.
  
  Sincerely,
  
  ******** *******

  

  Business response

  03/11/2024

  This matter has now been resolved.

  The consumer had an issue with returning the product, so we refunded her in full and asked her to discard it.

  We stand by the fact that all foams used in our products are shipped stable, with all off-gassing done at the foamer, before it ever reaches the factory.

  We wish the consumer well in all her future endeavors.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A mattress was purchased on my behalf by my best friend, Cathie. While under warranty I noticed that the sides were sagging something implicitly mentioned by the company that would not occur. I swapped it out for a hybrid latex and bought an adjustable base concurrently. The base cannot be moved without losing its components rendering it inoperable. I chose this mattress due to it being the thickest I could buy that would be compatible with the base. Unfortunately, suffering from degenerative disc disease this mattress was not helpful. I then exchanged it for the thickest classic luxury firm that was compatible with the base but this mattress will not support my football player weight. I began yet another exchange on began on 2.16.24 with Christopher P. asking that it be swapped back to the mattress originally purchased with the only modification being the size; full as opposed to queen; as I’ve had to purchase a new frame to replace this travesty of an adjustable base. I spoke with Christopher P. who assured me the process was complete and that I was owed a refund of $351. In stead of a refund I was charged $351.00. I phoned back several times and Christopher could nit be reached. I emailed and they’ve gone unanswered. I will not add $351. to the $1000 I’ve already lost on the base. I want the exchange cancelled, the purchase reversed, and all my monies refunded!

  

  Business response

  02/26/2024

  We are happy to report, this matter has been resolved.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Per Saatvas return policy, we have one year to return products. We had returned the mattress metal frame and foundation in October and it is now January and still have yet to receive our refund. We have contacted them 4 times regarding this issue. Each time I was told this would be fixed and issued immediately and I have not received the refund nor a call back.

  

  Business response

  02/21/2024

  We are happy to let you know that this matter has been resolved.

  
  The consumer moved from the address to which we initially delivered their mattress.  Our accounting department accidentally mailed their refund check to their original address instead of their current one.  In January, we fully refunded the consumer via ACH transfer.
  

  We apologize for the mistake and the inconvenience it caused.

  Customer response

  02/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is incorrect. I was told that a check was sent twice to two incorrect addresses. Bear in mind the items were picked up from the current residence. I also provided my wiring information twice and was told it would be sent immediately and I would receive a call from a representative when it was fulfilled. I still have not received the transfer nor a call

  
  Sincerely,
  
  **** *******

  

  Business response

  02/26/2024

  The consumer's ACH transfer was done on 2/5/24.  We would be happy to provide the BBB with documentation verifying this upon request.

  One of our supervisors will reach out to Mr. ******* today to see why he is saying it was not done, when in fact, it was.

   

  Customer response

  02/27/2024

  
  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

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  researched - top rated.Purchased 11/2018 Order #****** for Calif King 11.5” Plush Soft Mattress. It was delivered about a month later. I confirmed that the bed frame purchased was acceptable for this mattress and we turned it every 30 days when we were in town. for the 5 years we have owned it we have been home 7 months and a few days. I am a side sleeper and felt it was uncomfortable after the 2nd week of sleeping on it (thinking just adjustment period) but it never was comfortable. At 3 weeks I noticed an over an inch dip where my body was. We would rotate and after 3 days there would be a prominent dip again. I called Saatva and was told I could use a topper. Purchased a 3 inch tempurpedic topper and it helped. Out of town due to spouse's work. Came back and same thing after a few days. Called Saatva again and told break -in period when away and used to a different mattress. Gone for the majority of the next 4 years - back for a day or 2 a couple times a year. Back December 2022, called again towards end of month and this time told could return mattress for repairs and pay $99 and wait 8 weeks for return or they can send out a topper. they sent a topper Dec 29, 2022 - Order #19002894240. It was a little over an inch thick and worse than the tempurpedic topper so we were told to donate it. told this time definitely manufacturer defect but I wouldn't be there to get mattress in 8 weeks due to spouse TDY again. told to call when back & settled. 4 months and not only still waking with shoulder, sciatic and back pain - diagnosed with herniated discs and started PT 2.5 months ago. PT thinks mattress is playing a large role. Called Saatva again and explained have been rotating, checked frame with them and added extra middle leg support when 1st purchased. Told again definitely manufacturer defect from beginning but options only pay $149 and wait 8 weeks hoping they can repair or pay 50% for a new mattress. put me off and gave defective mattress.

  Customer response

  01/24/2024

  Contacted by Roger G****** (Director of Customer Service)

  Asked me to go over what occurred to come up with solutions.  I told him it was all in the BBB complaint.  He had me rehash all of it, questioned everything - kept me on the phone over 30 minutes.  No solution given other than my being able to pay 50% for a new mattress after he agreed it was defective!  I told him I felt the can was kicked down to road and I was given multiple steps to complete and it should have been returned initially.  He said I should have insisted on it even tho reps said to do that I had to give it more time to get used to and then try topper etc.   Then he needed to know what I had replaced it with and what firmness and then said I ordered wrong firmness.  Everything was on me.  After 48 minutes I told him I was not wasting anymore time on this.  Saatva can refund the total I paid for a defective mattress or not.  He can pull the calls and read the notes etc. I had to go over the frame I purchased and my calls before I ordered the mattress to ensure it was acceptable etc.  He also said it takes up to a year to get used to a mattress.  Not for me - can you imagine sleeping on a mattress for a year that is uncomfortable and has a visible dip where your ribs to knees are?  I wished him a good day and disconnected.  He called back 2 minutes later asking me to call him again to discuss further.  There is nothing more to discuss.  He has all the info and then some.  Saatva can do the right thing and stand behind their product or not.  I emailed him as well letting him know not to contact me further.  He is now calling me a 4th time after I was crystal clear that I wasn't spending anymore time on this.  I will never, ever purchase a product from them again.  I did my research, they have a top rated product so was this a one off?  maybe. I wanted to believe in this company but this is ridiculous that a salesman is calling and emailing me multiple times to convince me to pay 50% for another mattress and that this was all my fault while saying it was defective.  No more faith in this company or product after dealing with Mr. Roger G******.  

  

  Business response

  01/24/2024

  We have attempted to assist the consumer in full accordance of our industry leading warranty.

  We feel it is unfair and libelous to blame us for any medical condition.

  With this said, we have been reaching out to the consumer to see if there is anything else we can do to satisfy.  

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Contacted by Roger G****** (Director of Customer Service)

  Asked me to go over what occurred to come up with solutions.  I told him it was all in the BBB complaint.  He had me rehash all of it, questioned everything - kept me on the phone over 30 minutes.  No solution given other than my being able to pay 50% for a new mattress after he agreed it was defective!  I told him I felt the can was kicked down to road and I was given multiple steps to complete and it should have been returned initially.  He said I should have insisted on it even tho reps said to do that I had to give it more time to get used to and then try topper etc.   Then he needed to know what I had replaced it with and what firmness and then said I ordered wrong firmness.  Everything was on me.  After 48 minutes I told him I was not wasting anymore time on this.  Saatva can refund the total I paid for a defective mattress or not.  He can pull the calls and read the notes etc. I had to go over the frame I purchased and my calls before I ordered the mattress to ensure it was acceptable etc.  He also said it takes up to a year to get used to a mattress.  Not for me - can you imagine sleeping on a mattress for a year that is uncomfortable and has a visible dip where your ribs to knees are?  I wished him a good day and disconnected.  He called back 2 minutes later asking me to call him again to discuss further.  There is nothing more to discuss.  He has all the info and then some.  Saatva can do the right thing and stand behind their product or not.  I emailed him as well letting him know not to contact me further.  He is now calling me a 4th time after I was crystal clear that I wasn't spending anymore time on this.  I will never, ever purchase a product from them again.  I did my research, they have a top rated product so was this a one off?  maybe. I wanted to believe in this company but this is ridiculous that a salesman is calling and emailing me multiple times to convince me to pay 50% for another mattress and that this was all my fault while saying it was defective.  No more faith in this company or product after dealing with Mr. Roger G******.  

  
  Sincerely,
  
  ****** *******

  Customer response

  02/05/2024

  I'm not blaming them for a medical condition.  I'm saying the mattress was uncomfortable and has a visible dip from the get go.  I called and spoke to them.  They told me not to worry there was plenty of time to return and there were steps I needed to go through before they would pick it up.  I am emailing the gentleman one more time as I thought the movers had already taken it for recycling but we still have the mattress and Saatva will be able to pick it up and see the defect for themselves if they choose to.  When I spoke to him Friday he said a refund couldn't be done without the mattress.  If I hadn't been in contact with the company from the beginning and going through all the steps they had me do in order to return it AND be told repeatedly not to worry about the timeframe as they noted I was out of town for long periods and that I bought a 300 tempurpedic 3 inch topper, rotated it every 30 days (when in town) and they insisted I sleep on it continuously for months which took years to do due to TDY - which they also knew.  they should have come and picked it up and completed the return when I initially called instead of telling me it was normal and I needed to get used to it etc and work with them first.  I replaced it because it was hurting so bad and did contribute to a herniated disc - all documented by PTs and orthopedic surgeons.  I didn't say it caused it - I said it contributed and was painful.    

  

  Business response

  02/16/2024

  The consumer is refusing to allow us to assist.  She stated she would not accept anything short of a full refund for a mattress she purchased five years ago.  If she changes her mind, we'll happily help under our unprecedented warranty.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In 2/9/2021 I purchased a SATVAA CLASSIC LUXURY FIRM, FULL MATTRESS. This was my second purchase with Satvaa,prior to this most recent purchase I purchased a CAL KING CLASSIC LUXURY FIRM. This stating Iam a happy return customer. However this purchase on February 2021 of the full size is my complaint. This bed was purchased for a guest bedroom in my home this saying,not used frequently. At this time one of my guest stated springs in hip. I investigated and found on both side of bedto have protuding loose springs with noise. Satvaa responded with yes possible defect but i still needed to pay for repair, delivery and life time warranty would be void. This bed is barely 3 yrs old and and not used alot. LIFE TIME WARRANTY AND NO PRORATED CLAUSES at time of purchase is deceiving. Please help. This bed cost alot of money to be obligated to pay for repair and delivery and or 50 % of new mattress without warrant due to the Satvaa deceptive policy

  

  Business response

  01/10/2024

  We are pleased to inform you that we have resolved the consumer's issue under our Lifetime warranty.

  Customer response

  01/14/2024

  
  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

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I referred a friend of mine ****** to Saatva for the purchase of two mattresses. He completed the referral form as instructed (Zachary at Saatva did confirm this was correctly completed). My friend sent me a text on 7/4/23 asking if I had received anything from the referral yet and I should get $200. I didn't receive anything, so I called Saatva 7/26/23 and spoke to Zachary. This is where the emails started, and I spoke to him as well a few times after. I kept getting the run around, and only remember to follow-up because I put a reminder in my calendar. This continued on until I reached out on 11/8/23 and 11/17/23 with no response. I emailed the basic info email address for my 3rd attempt 12/6/23 and have not received a call or email back, nor have the funds been sent to me via check or direct deposit as stated. This has been a complete waste of my time and really ridiculous. Why would a company state they will reward for a referral and then not follow through? All of the specific details are in the attachments.

  Customer response

  12/14/2023

  I just received a check in the mail today 12/14/23 for $300 (attached).

  There was nothing with it that explained what happened all this time and why I had to go this route and waste a bunch of my time. Nor did anyone email me and tell me a check was being mailed when I wrote a week ago. I submitted the complaint yesterday just as I said I would if I hadn't received anything. 

  I appreciate a check finally being sent, for more than the amount owed.

  I would still like an explanation via email as to what happened. 

  Thank you. 

  

  Business response

  12/28/2023

  As the consumer stated in her response, she has received the check she requested.

  We apologize for the delay and thank her for her patience.

  Customer response

  12/28/2023

  
  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,
  
  ******** *****

*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. ↩