ComplaintsforSaatva, Inc.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a king split mattress and bases for $7233.48 on May 28, 2022. ORDER NUMBER ***********. On June 20, 2022 I checked on the status and was told that the mattress and base was out for delivery. I went on the company's online chat and was given the name and phone number of the delivery partner for this order. When I called the delivery partner on 6/21,2022, I was informed that they had the bases but not the mattresses. I have contacted Saatva everyday since then and they continue to inform me that they are "checking" on this and will notify a "manager" who will get back to me. Today, 6/28/2022, I called the corporate phone number. I have spoken with "Mary", "Denise", and one other person. I am always getting the same response, "a manager will get back with you." No one seems to know where my 2 twin XL mattress that I paid an enormous sum for is. I would like to personally pick up the mattresses if they are indeed in *********** **. Please help, thanks.

  

  Business response

  07/08/2022

  We are pleased to inform you this matter has been resolved.  The consumer has received delivery of her premium luxury mattress. 

  We cannot thank the customer enough for her patience with us throughout this rare and unusual situation, and of course for choosing to keep her business with us. 

  We wish her many years of great night's sleep on her new Saatva!

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I had purchased cheaper mattresses and they were not very supportive. We got some money during the pandemic and we started seeing mattress commercials. We made a conscious decision to try before we buy but nothing was open and I wanted to get a great night sleep so we splurged. We did a ton of reviews. Apparently they meant nothing. After reviewing about 20 contenders we choose Saatva. I did alot of research.. Even called for assistance. My husband an I were in need of a good mattress. We were using a bed in the box memory foam from ****** for 2 years. Bought the Saatva. After about 8 weeks after ordering it we received it. It was not supportive. I called a few months later thinking a break in period is what we needed. A yr later the mattress still ******. .Called the company and they said we had to pay $149 for them to take it out remove it and return it but we would be out of a bed and out $149. We thought my husband was just too fat. It started to get to the point where I would wake up with lower lumbar pain and I would get out of bed every morning unrested and walking like I am a cripple. My husband has been a labor workI er for 30 years. He has knee problems so he is almost always sore BUT ME!! No I am fit. Since I have had this mattress for 2 years I have been living in back and leg pain. If we returned the mattress it would have taken weeks to fix and they did not offer a replacement bed. I had been to the doctors repeatedly about the mystery pain in my back on my right side i had had for 2 years!!!!!! I wake up on my right side every morning! It must be the mattress. Fast forward a few weeks ago when I am sitting on the edge of my bed putting on my socks and the edges are caving in. The ONLY place that is comfortable is the middle. I realized that the bed is defective. We called again bc I am tired of getting *******. They sent us a topper. Worthless. Bed was under 2 yr warranty. They should have replaced it with another one or $ back

  

  Business response

  07/08/2022

  Our Director of Customer Satisfaction has reached out to assist the consumer and made offers above and beyond our warranty.  We are waiting to hear back from the consumer, and look forward to resolving this matter once we do.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased Queen Size 11.5” . Luxury Firm Mattress from Saatva on 05/04/2018 (Order # ******). Mattress was delivered on 5/18/2018 and first few years everything was great. We rotated mattress based on recommendation from Saatva. Last year I started to have body aches and lower back pains and finally we realized that it is connected to mattress sagging. Which was too fast for the $1,000 mattress get bad (Our previous mattress, simple Posturepedic mattress that we purchased for $460 last 8 years without any problems). When I contacted Saatva few days ago and described my problem, I was told that we have two options: 1. Pay 40% or the original price and have our mattress replaced with a new one ($400); 2. Pay $146, Saatva will pick up the old mattress, restore to original specifications and return to us (time frame 7-8 weeks). First option is too expensive, and second option leave use for two months without the mattress. Ideal solution for us would be if Saatva just replace our faulty mattress with a new one (without extra charges)

  

  Business response

  06/30/2022

  We are in the process of resolving to the customer's satisfaction.

  Customer response

  07/05/2022

  
  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.
  Saatva representative contacted me and promised to replace this mattress with a new one.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Saatva classic mattress that was hard as a rock and caused horrible pain. In addition the white glove delivery team were the most hostile people I’ve ever encountered in my life. I called saatva and they agreed to send a latex hybrid and also replace a frame I had purchased and wanted in velvet. I was anxious when I saw the same delivery company had been hired but hoped it would be different guys. It wasn’t. Again they were hostile and snapped at me every time I said anything. I could see that they were not assembling the bed correctly and also they were combining parts of the new bed with parts of the old. The worst thing though is the new latex mattress looked really small. I measured the bed and it was only 57” x 77”. I called my salesperson and complained that the bed wasn’t a full sized queen, and that the bed wasn’t assembled correctly. When she suggested replacing it I expressly told her I would only swap out the bed if she promised to use a different delivery company. I literally told her I would not let them in my house. She assured me she would send the bed with a different company and she would have the new company re-assemble the bed. In the interim, the bed shifted one night and now one leg is facing inward. This bed was still too firm so she sent a mattress topper, I would say the combo is just ok. Not super comfortable but is passable as I’m not waking up in pain. So, I have waited another month and this week I received notification from the delivery company I was assured I would never have to deal with again that they wanted to schedule a delivery time. I was and am so angry! The deal was I would give Saatva a 3rd try if and only if a different company handled the delivery. I called and emailed my sales person 6 times this week and she completely ignored me. So at this point I want to return everything & be given time to find a new bed from a different company to minimize or eliminate any nights sleeping on the floor.

  

  Business response

  06/17/2022

  We are pleased to say we have since spoken with the consumer and this matter has been resolved.  

  Customer response

  06/19/2022

  
  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

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The orginal mattress arrived 8/19/16. I contacted Saatva about the sagging because I started having body aches and lower back pains. On 11/15/21, I paid $666.33 to have a second mattress delivered. I have slept on 2 different replacement mattresses that are sagging over an inch or more, within 2-5 months. Spoke with reps on 5/7/21 and was told I can have the same type of mattress replacement, but not a different mattress. So, another mattress was ordered. I called Saatva back and wanted to settle for another type of mattress or get refunded $666.33. The rep said a manager would call me back. After talking to manager, there is no mattress that would fit my needs and they are not willing to refund me the $666.33. I want to be refunded $666.33 cost for the 2nd replacement mattress. Since there is no other type of mattress available by Saatva that will work for me.

  

  Business response

  05/19/2022

  We are pleased to inform you this matter has been resolved.  The consumer accepted delivery of a new premium luxury Saatva mattress on 5/18/22.  We hope it brings many years of great night's sleep!

  Customer response

  05/20/2022

  I am rejecting this response because I only accepted the mattress, since I was denied the money I spent to have the second mattress delivered. I asked for a mattress without memory foam and no pillowtop. Saatva only makes mattresses with pillowtops or memory foam. I will gladly return the mattress for my monetary refund. Sincerely,
  
  ***** ******

  

  Business response

  06/01/2022

  We are pleased to inform you that we have resolved the matter to the customer's satisfaction.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Puchased on 2.22 , amount - 2,023.54 - queen mattress , foundation , frame , removal of old mattress. Upon receiving the mattress & foundation, the foundation would not fit up my stairs. A foundation is a box spring without the springs - big , bulky and the size of a box spring. They dedicated an entire section of their website to distinguishing the two. I’ve been told by multiple people at Saatva they use these terms interchangeably. It’s a very normal product , works fine but they market it as a bespoke , made to order item, far from that. I had to wait an additional 10 days to receive the split foundation which , when i placed the order was told there wouldn’t be an additional charge. I was called for my credit card information, which i was told must be given over the phone to proceed. They needed to charge me the difference , but did not charge me a delivery fee. I’ve been reminded of this during every conversation I’ve had with their customer service. The last complaint is with the customer service. I did my research before buying this product and what caught my eye was how good the reviews of their customer service were - my experience has not reflected this. Each time I’ve complained , I’ve been met with an attempt to minimize my complaint and concerns. Seems they’d rather you keep the product you’re unhappy with because of costs associated with making an exchange. I complained about the firmness , but was told to wait for the break in period. They sent a topper , made of foam which is firmer than the mattress, it makes my back hurt. I gave it a week. But I wanted to make an exchange , i asked to not pay $100 redelivery fee. I got a call by the director Kevin M. He was argumentative, manipulative, and was not acting in good faith. He asked what the circumstances were for not paying , each of my concerns were met with dismissal and an argument. He said , “Im not going back and forth with you bc you don’t feel like taking responsibility and paying”

  

  Business response

  04/11/2022

  We cannot apologize to the consumer enough for an experience that was not up to his or our own very high standards.  It was simply unacceptable.

   We are happy to say that we have since spoken with him, and the matter has been resolved.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a bed with an adjustable base, the base has not worked properly since it was delivered, we have had communication back and forth with the company and they keep saying someone will get back with us in 2-3 days; this has been going on for four months and no one ever calls us back.

  

  Business response

  03/27/2022

  We are pleased to inform you this matter is being resolved to the consumer's satisfaction.  We apologize again that she experienced an issue with her premium Lineal base and thank her for her patience while it gets taken care of.  Once corrected, we are confident it will bring her many years of great night's sleep!

  Customer response

  03/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: they sent a contractor out, he did not have the necessary parts to fix the base.  In addition, the base is now completely unusable, it's worse now than when the complaint was issued. 

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

  

  Business response

  04/06/2022

  As the technician was unable to correct the issue with the base in the home, we are in the process of replacing it with a brand new perfect one.  We cannot apologize enough to the consumer for the inconvenience she has experienced, and thank her for her patience with us.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/24/16 I purchased a king size luxury firm mattress, a split king foundation, and a frame for the total of $1797. The mattress was so hard so on 11/1/16 I exchanged the mattress for a Luxury soft. This worked okay until the mattress started sagging in the middle so on 8/3/17 my mattress was exchanged. This mattress lasted until 1/2/18 and I had the same issues with the mattress sagging so they replaced the mattress again and the foundation. I continued to have issues with the mattress sagging so on 4/3/18 my mattress was exchanged for a luxury firm. I thought this would rectify the problem but this mattress started sagging on one side. I called Saatva and was told at this point my warranty was under the fairness replacement plan. So on 6/30/19 I had to pay an additional $432.73 to replace the luxury firm mattress and split foundation. Once again on 10/25/19, 9/14/20, and 8/31/21 my mattress was replaced due to sagging. I'm now at the point of my mattress sagging again on the side but I was told I couldn't exchange my mattress anymore but at this point I don't want an exchange. This has been a horrible experience with so many replacements and now I'm experiencing side and back pain due to this sagging mattress. Saatva should refund all of the money they charged me because I've never had a mattress that wasn't sagging.

  

  Business response

  01/14/2022

  While we strongly disagree with the consumer's characterization of our premium luxury product, we are pleased to inform you we have resolved this matter to her satisfaction.

   

  Customer response

  01/14/2022

  
  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

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company on 12/05/2021 for a split king mattress, adjustable bases and mattress protectors. I was charged on that day $6371.59 my order # *********** I was given a 21 day estimate for delivery and told we would be contacted prior to schedule delivery.. ETA 12/26/2021 As today was the expected delivery date and we have received zero contact from them since we placed our I logged in to check the status of the order. Upon logging in my ordered showed as canceled on 12/25/2021. I sent an email and received an email asking how I would rate my experience with Alex in support but I received no reply from Alex in support to rate so as I am Sick my husband called. The first representative he contacted hung up on him the second finally told him there is a error in the system and we should expect an update in 1-2 weeks. I understand delivery delays based on COVID, carrier issues etc…. But I am left feeling like I am being scammed and for a lot of money. The pure lack of communication from the company is inexcusable and paired with lack of communication and follow up and the supposed error in their tracking system I am left wondering if I will receive my products from them or if I just lost a lot of money and will never get my bed.

  

  Business response

  01/07/2022

  We are pleased to inform you we are in the process of resolving this with the consumer.  Their premium luxury Saatva Solaire and Lineal adjustable bases are scheduled for in-home white-glove delivery and set-up on 1/11.

  We apologize for the inconvenience this delay has caused and cannot thank the consumer enough for choosing to keep her business with us, rather than having canceled for an immediate full refund.  We are confident her new Saatva will bring her many years of great night's sleep!

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a mattress from this company based on the recommendation I received from a family member. However, I’ve come to lose my respect for saatva altogether due to the unprofessional way that the director of this company—or at least who he claims to be—Kevin, handles the resolution of a warranty request. Earlier this year, I purchased a queen sized luxury firm mattress from saatva. In the beginning, the mattress was comfortable and I didn’t have any issues. After about 4-5 months of sleeping on it, however, I noticed that the middle portion of the bed sagged more than the other sides. And since I’m in the process of moving from one coast to another, I wanted to see if I could use my warranty and get the replacement of the mattress to be delivered to my new place. I called and spoke with a representative named Eric and explained the situation to him, and I was given with the reassurance that it wouldn’t be an issue for the old mattress to be picked up from my old location in California and for the new one to be built in Pennsylvania and delivered to my new location. A couple of days later, I called saatva to get a confirmation of this exchange and the representative sent me an email with the requested information. Since I was already under the impression that my mattress, which was the biggest item for me to move, is already being taken care of through this warranty, I changed my plans with the moving company to downsize the package for my relocation service. Almost a week later, Kevin, the so-called director, called me and told me that they can’t honor the exchange since it’s not done at the same location. He made multiple false allegations against me that 1) I asked for the exchange to be done in **, 2) I only wanted to use this warranty because I didn’t want to pay $1,000’s to move the mattress. When I tried to explain and negate his accusations, he kept talking over me and wouldn’t let me share my side of the story. Derogatory and disrespectful, I tell you.

  

  Business response

  11/26/2021

  We are pleased to inform you that this matter has been resolved to the consumer's satisfaction.  We apologize again for the confusion and frustration our first representative's mistake created.

  Customer response

  11/29/2021

  
  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. Thanks so much for your assistance in this matter. 

  
  
  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. ↩