Complaints

This profile includes complaints for Saatva, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Saatva, Inc.

  888 Post Rd E Westport, CT 06880-5223

  
• 

  Saatva

  1534 N Halsted St Chicago, IL 60642

• 

  Saatva

  1534 N Halsted St Chicago, IL 60642

• 

  Saatva

  1534 N Halsted St Chicago, IL 60642

• 

  Saatva

  1534 N Halsted St Chicago, IL 60642

The 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:12/27/2022

  Type:Product Issues
  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.

  Date of transaction: Nov 24 /2022 at 7:55:37 PM EST Order #1********** Delivered complete on 12/ 22/2022 I paid: $9,440.60 I bought a ******* mattress queen size upper flex ( $4,175), luxury organic mattress pad upper flex queen ($245), sateen sheet set queen upper flex ($225), adjustable base plus queen upper flex ( $2,498), pillow queen bundle ($330), linen sheet set in queen ($375), linen pillowcase pair in standard queen ivory ($85), linen duvet cover set full queen ivory ($395), linen sham pair standard queen ivory ($85), banded percale sheet set in queen white sand ($215), banded percale pillowcase pair ($55), banded percale duvet set in full queen white sand ($245), banded percale sham pair standard queen sand ($75), extended protection plan ($39.99), Amalfi platform bed, queen linen ($895). The nature of the dispute is that I am not satisfied and I bought everything with the promise of a firm mattress and it is not as firm as it was promised. I slept once and my husband could not sleep on that bed because it was too soft for his back pain. I called costumer service on Friday December 23/2022 asking how to use the controls to make mattress firm, and they said that I had the maximum firmness and that they could send me a technician to flip the mattress to see if I like it works. However, I prefer to return everything since it is a high-end product, and I paid almost $10,000. I called customer service again on Monday dec 26 asking to return everything and the lady told me that I cannot return the bedding nor the adjustable base, and that she would ask her manager to call me back. She did not solve my problem and I just want to return everything. The adjustable base is useless if I dont have the rest of the system (mattress and platform bed). She said that I couldn't not return the bedding because I dont have the boxes. I just want to return everything and get refunded for the money I spent.

  

  Business Response

  Date: 01/02/2023

  We are pleased to inform you this matter has already been resolved to the consumer's satisfaction.  We appreciate her having given us a try, and wish her the best in her new mattress search.

• Initial Complaint

  Date:12/20/2022

  Type:Delivery Issues
  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.

  My transaction # with Saatva is 19********* which was placed on November 28, 2022 for $6,567.46. When I placed the order, I was given an egregiously long estimated delivery window of December 02 through December 16. Unfortunately, I cannot provide a tracking number because I have yet to receive one. Because I work hard, long hours, I talked with a Saatva representative before placing my order to ensure their service would be accommodating to my needs and it would be unlikely for me to miss the delivery. The representative informed me that I would be contacted prior to delivery and that delivery would be scheduled for a time that works for me. This answer gave me peace of mind and confidence that the positive reviews I read about Saatva were accurate and that committing over $6,500 would be worry and risk free. They haven't been. Now, tomorrow is December 20, nearly a week past the latest extreme of my delivery window, and no one from Saatva has so much as reached out to me to give me an update on my order. On Friday, December 16, when I realized I had yet to be contacted, I was forced to contact Saatva. The representative let me know at that time there was a resource and manpower issue but my bed would be to the distributor and I would hear from someone by today, December 19, and assured me I would have my bed before the end of the week. Needless to say, I did not hear from anyone. I recently moved into a new home and desired only to be able to rest peacefully in it. I have not been able to do so because I do not have a bed. This has forced me to sleep in less than ideal circumstances, exasperating some underlying health conditions, because I relied upon Saatva to deliver on its promise. I have not been offered any remedy, resolution, explanation, expectation, compensation, empathy, or courtesy pertaining to my inconvenience or investment.

  

  Business Response

  Date: 01/02/2023

  We apologize again that the consumer's handcrafted luxury Saatva mattress, foundation, and upholstered bed were delayed a week and caused an inconvenience.  We cannot thank him enough for choosing to keep his business with us.  Now that he has delivery, we hope he enjoys it and continues to do so for many years to come.

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  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 was seeking a repair of my saatva mattress under warranty. I paid the $150 pick up fee and the mattress was picked up in on October 3. I inquired on the status of the repair on Nov 8. On Nov 9, I received a response that the mattress was repaired and in the hands of the delivery team. I did not receive my mattress, so I followed up on Nov 27, and a reply on Nov 29 indicated that I would receive my mattress that week. That week has now passed, and I've still not heard from anyone to schedule return delivery of my mattress.

  

  Business Response

  Date: 12/19/2022

  We are pleased to inform you that the consumer has received delivery of his mattress.  We apologize for the miscommunication and wish him many years of great nights' sleep.

  Customer Answer

  Date: 12/19/2022

  
  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:10/31/2022

  Type:Product Issues
  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.

  We purchased a Z******* Mattress ($2805.50) and Foundation (+$355.50) from Saatva on 10/9/22. We opted for the Saatva Foundation after being advised that this 100% latex mattress must sit on either a solid foundation or a slat foundation with slats no more than 2-3 inches apart. The order #*********** arrived today 10/29, and the Saatva foundation has slats approximately 8" (!) apart with nothing more than a piece of cloth covering them. I contacted Saatva, and the customer service rep was dismissive and unhelpful. First he told me what I already knew, that the Z******* mattress will become malformed if there is not a solid foundation, and I said, "Yes, that's why we ordered YOUR foundation." Then he said that there should be "solid, um, cardboard across the top" in the foundation we purchased. I double-checked that there was no solid piece. When I told him there was only fabric and slats 8" apart, he said "No one has ever complained about Z******* foundation. There is nothing wrong with it." When I pressed him with my concern that the mattress will fail since the foundation's slats are too far apart, he said a manager would call me back within 1/2 hour. No one has called me back. It would appear that Saatva knowingly produces an inadequate foundation with slats 8 inches apart that they pair with their latex Z******* mattress on their website and in their showroom while also stating in the fine print of their warranty that slat frames must be 2-3 inches apart. At the very least, they need to inform customers that an ADDITIONAL piece of plywood or masonite must be purchased to go in between the Saatva foundation and the Saatva mattress. But that is crazy. What they really ought to be doing is manufacturing a foundation that is properly suited to their latex mattress.

  

  Business Response

  Date: 11/14/2022

  There is a difference between a slatted frame and a closed support system that uses cross rails, such as our foundations.  Our foundations are engineered to fully support all of our premium luxury mattresses and share the same lifetime warranty.

   

  We apologize if our representative did not give the consumer a clear enough answer and inadvertently caused some confusion.

   

   

  Customer Answer

  Date: 11/14/2022

  
  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:10/25/2022

  Type:Delivery Issues
  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.

  Our order number is 19********* for the purchase of the $4,120 king size ******* mattress and the $265 organic mattress pad on September 15th of 2022. We had an estimated delivery day of October 6th of 2022. We received the mattress pad in a timely manner but still have yet to receive our expensive mattress. We call the Saatva customer service line once or twice a week to get an update on our mattress but they continue to not give us reliable information regarding the status of our mattress. Everytime we call or recieve a call from them, they will say that our mattress should be delivered to the local ***** hub to be hand delivered to us sometime in the next week. Yet when we call the next week to confirm the status of our mattress, they continue to say there has been a delay and that they will get us an update on our mattress by the end of the week just to tell us something similar again that by next week it should be getting delivered. This cycle of them telling us that it should be delivered the next week, just to tell us the next week that there is another delay has been going on for about 2 to 3 weeks now. Is really like for them to give us reliable information of the status of our order and not continue to tease us and get our hopes up on getting our mattress delivered soon. Due to the delay, they said they had given us a $100 credit to our account with them, but I'm not sure I see that credit on our account. We also can't get anything off of their website with that $100 credit that would be useful to us, so really that $100 credit is completely useless. I would really like to receive a reliable status update on our mattress and a truthful anticipated delivery estimate. It would also be nice to get compensated some of our money back, not in store credit, for the long delay and continuous deceitful status updates we have been given by the Saatva customer service. Had we taken our business elsewhere, we would very likely already be sleeping in a new mattress.

  

  Business Response

  Date: 11/07/2022

  We cannot apologize to the consumer enough for the unexpected delay in delivering their premium luxury mattress.  We thank them for their patience and for choosing to work with us rather than canceling for a full refund.

  Customer Answer

  Date: 11/08/2022

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

   

  We still have yet to receive our mattress and continue to get false information from their customer service as to where our mattress is and when it will be delivered. We are being told by some customer service representatives that our mattress has been delivered to the delivery hub and should be on its way to us soon. Yet other customer service representatives will tell us that our mattress hasn't reached the delivery hub and there has been another delay for some reason. We should have had our mattress about a month ago. This was an incredibly expensive mattress and I'm not very impressed with how the company has handled giving us updates on the status of the mattress. Also not really impressed with their response to my initial complaint with the BBB. We just want our mattress and some kind of compensation for how we have continue to be fed lies about where our mattress is at.
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 11/22/2022

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

  We have set up a delivery for 11/28 and we are hoping that will actually be the case as we have been told wrong information before regarding where our mattress is and whether it has actually been delivered to their local delivery hub. As for the compensation Saatva has said they've given us, this is the first I've heard of that. They mentioned they credited us $400, but we paid for the mattress through affirm, a third party lender, and Saatva wouldn't be able to disperse the any sum of money to our affirm account and also hasn't sent anything through the mail as far as I know. If they are talking about the $400 promotional that was happening during the time we purchased our mattress, that is not compensation at all and was just a special going on when we made our purchase. We have not seen or heard of any sort of compensation for having to wait for over 1.5 months past our expected delivery date as well as having constantly been fed unreliable and false information about the status of our mattress. Stringing us a long and making us believe we would get our mattress the same week they told us it was delivered to the hub, for three weeks in a row now, prevented us from asking for a refund to purchase a mattress elsewhere due to the belief that we would receive our mattress soon. If we do not receive our mattress on 11/28, and are told there has been yet another delay, we will be asking for a full refund on our mattress because we can not continue to wait and be fed false information when our bodies are in pain and in need of a new mattress.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 12/05/2022

  We apologize for any confusion.  We have been dealing directly with the consumer whose name is on the order placed with us (Lisa).  It was our understanding that Lisa was and is satisfied with the course of action being taken.  We will reach back out to her to ensure this is the case.

  Customer Answer

  Date: 12/05/2022

  
  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.

   

  We received the mattress and found it to be in good working order with no issues so far. If we have any issues in the following months, we will certainly call Saatva to troubleshoot any issues.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:10/19/2022

  Type:Product Issues
  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.

  Hello… We purchased a SAATVA mattress on October 17, 2021… which came with a 365 day trial. … From the date delivered which was November 5, 2021… I know that I never would’ve purchased this knowing that I wasn’t gonna use it till June 2022 unless it had that 365 day trial.… I will attach the order number which gives the amount we paid for it… another problem with a mattress is that it is sagging after only five months use a sagging in the middle where nobody sleeps… There’s somebody that weighs 165 pounds on one side and 100 pounds on the other side( king size)…Five months is way too soon for this to happen for this expensive of a mattress… besides the principal that somehow… That 365 days turned into 180 days????? contacted customer service via chat and by phone only to get three extremely rude representatives, trying to prove that they were right about the 180 day trial rather than correct the situation… One eventually offered to exchange it for a new mattress but based on the complaints here and other sites for example Reddit that’s not a solution that I will accept…just for it to start saving again perhaps?… anyway I can is attached the invoice which is the only bit of communication that we received seems were also not alone in that situation either … There was no communication or confirmation for delivery NOTHING and when I asked for an invoice, they said they sent it to both my emails but did not do either… Well, what i would very much like at this point is for them to come pick up their mattress and return my money as soon as possible so we can sleep … and by the way, if you look on their website, the current policy is 365 days trial

  

  Business Response

  Date: 10/21/2022

  We are happy to inform you this matter has been resolved to the customer's satisfaction.

   

  Please note, Saatva did not institute its 365-day in-home trial until May 2022 (7 months after the consumer's purchase).  However, we allowed him to return his mattress as a courtesy, and wish him the best in his new mattress search.

  Customer Answer

  Date: 10/24/2022

  
  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.
  Although no action has been taken other than an email  that they have messaged an outside source to pick up the Mattress and.... in 2-4 weeks send a check to me ... i pray that this goes smoothly and that it truly will happen ...so until that check is in my hand and clears the bank i will not be completely satisfied 

  Thank you and
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:10/13/2022

  Type:Sales and Advertising Issues
  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.

  On 10/08/2022 i went to the Saatva website ************************************************ and viewed their product which offered a $200 discount. on 10/12/2022 i went back to the site and they were still offfering the $200 discount but also had an additional discount of between $200-500 dollars and claimed it was a 3 day sale that expired on 10/13/2022. upon purchase of the product i was expecting a $400 discount only to find that $200 was taken off. When i called customer service they would not honor the additional $200 discount. This is misleading the buyer, as once the 3 day event is over there will still be a $200 discount on the same product.

  

  Business Response

  Date: 10/24/2022

  We are happy to say we have resolved this matter with the consumer.

   

  Please note, we always sell our products for exactly the prices listed on our website.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  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.

  Let me start off by saying the customer service is great from the moment the order was placed until the day we received the mattress. My complaint is the quality of the mattress, we ordered the Plush Soft King Size, and it was delivered on January 2019. Since then, we rotated the mattress as recommended on their website, but few months ago we started to see a hump in the middle of the mattress, it goes from top to bottom in the middle of the mattress. Also, we noticed both sides were lower and sagging. During that time I stated to experience lower back pain, I started to sleep with a pillow between my legs, then my husband was waking up with shoulder pain and right-side hip pain, few weeks later my hip was bothering me, and I was walking up feeling in pain in the middle of the night. I spoke with a friend of mine, and she said it can be my mattress but I said "It can't be is only 3 yrs old, organic, top of the line mattress". But last night at 2 am, unable to sleep and sinking in my mattress I decided to write an email to SAATVA. Also, I went online to read reviews and although the company has good reviews mostly for their customer service, I was shocked to see how many bad reviews were related to the quality, and to the body aches people are suffering with these mattresses, over 300+ complaints about backache, neck pain, hip pain, and I was like wow, I guess is the mattress!! I received a reply pretty much within the hour of my email, today I spoke with a representative who called me to address my email. Basically, she said is normal for the mattress to get a bump in the middle, is called the king's ridge" My reply was that even if the King's ridge is normal, having 2 sagging valleys on each side of the Kings ridge and sinking on my mattress is not, this is a 2019 mattress, and no one should wake up in pain. Options given to us: to pay $560+$99 for a new mattress, so we will be paying close to $2k for defective mattress or send it back $149 and 4-6 wks wait

  

  Business Response

  Date: 10/22/2022

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

   

  We thank them for their patience and wish them many years of great nights' sleep!

  Customer Answer

  Date: 10/24/2022

  
  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.
  

  Saatva reached out to me the next day and Roger, from Saatva, and I went over few alternatives, and he offered to replaced my mattress.  The mattress is in transit and I should be receiving it next week. The customer service has been excellent,  one of the things this company shows is a genuine interest about  the customer's satisfaction. 

   

  This complaint has been resolved.

   Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/06/2022

  Type:Delivery Issues
  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.

  Saatva lied multiple times about the delivery. Multiple customer service agents gave false advice and explained they would call back with more information and they never returned the calls. Saatva took our money for over a month and claimed they would deliver but never did. It was by far the worst experience we have ever had with any company.

  

  Business Response

  Date: 10/12/2022

  We cannot apologize to the consumers enough.  We are sorry to have  inconvenienced  them and to have lost their business.  Please know we always honestly presented the facts as they were at the time.

  We wish them the best in their new mattress search.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  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.

  Order #689559 Let me start off by saying the customer service is great. My complaint is the quality of the mattress. We have had 3 replacements since we got the Saatva mattress 4/30/2019. Since then we’ve had it replaced 10/21/2019, 9/6/2021, and 11/21/21. Every single time for the same issue. Actually one time for a seaming issue with seams coming apart everywhere. And the others for sagging. The mattress is good for about 8-10 months and then it starts to sag. My wife and I will both start having back and neck pains as soon as this issue starts. I’ve rotated them and once it starts to sag then the pains come back. Now they are asking me to pay them $149.00 to have it repaired. Then it would have to go out for 6-8 weeks for them to either repair or replace it. Or the other option is to buy a new one at a deeply discounted rate. I’ve had 4 bad mattresses since I’ve went with Saatva. I could’ve just got refunded the 1st it happened but every time it’s we’ll replace it and make it right. It hasn’t been right since I got the mattress and it feels that every time I get it replaced it gets worse and worse. Pretty disappointed about the situation and was told that a manager would call me but I don’t have much confidence since last year one of their reps lied and said I had a replacement coming. Waited for 2 weeks with no confirmation so I called back again only to be told it was never in the system and the rep then took care of the situation. I don’t want to have to go through this process again. First time buying a mattress online and will probably be my last.

  Customer Answer

  Date: 09/22/2022

  This issue was resolved from business and we came to an agreement.

  Regards,

  **** ******