Review Time
Every interaction I had with every person at Saatva was quick, efficient and helpful. I sent an email asking a question - within a half hour got a call back. Once in the store, there was no pressure to buy the more expensive options - Ryan seemed focused on helping me get what I needed in the price range that felt right to me. IThe delivery was fast and easy - they set up the new bed and took away the old and I've been sleeping well every night since. Very happy with the overall experience!
Outstanding support experience! Earlier in the day, I was discussing with my wife how customer service has generally declined. Then, when I reached out to the company to exchange our mattress, I was amazed by their friendliness and assistance. The exchange process was incredibly smooth as well. I highly recommend this service for your mattress needs!
Saatva is easy to do business with. They are helpful and the 365 trial is great as well as delivery and having the hands to get it set up in your room. I give it a 2 star rating because of the quality for the price. We bought the classic Firm. It is going on 2 years of use and my boyfriend and I both toss and turn all night and wake each morning with excruciating back pain. It isn’t a flippable mattress so I keep turning it but the divets from where our bodies are positioned each night remain. We are not very heavy people both less than 150 pounds. For the money we spent I expected the mattress to stay comfortable more than a year. Saatva is a great company in their morals and values the intent in the review is to let those who live paycheck to paycheck know this might not be a well worth investment.
Purchased a mattress 9-25, was told delivery in 7-19 days. Delivery window set for 10-4 to 10-13. Delivery window was then pushed to 10-18. E-mailed Saatva 10-17 and was called 10-18. Saatva said the delivery company wants to schedule for 10-27, 32 days after my purchase. No idea if the mattress is any good yet, but so far the experience has not been good and the person on the phone did nothing special to assist in the issue. Update: Saatva has gotten back to me multiple times apologizing for the inconvenience and also offered a $ accommodation which was never asked for but much appreciated.
I think it’s too soon for a solid, informed opinion of long-term satisfaction, but will give my immediate thoughts on my new Saatva Classic mattress. First, everyone I either spoke to or emailed was extremely pleasant, knowledgeable and helpful. Delivery was within their estimate, and setup of new and removal old went quickly. As for sleep experience, that’s where I need more time. There is an acquaintance period; I’m in it and probably because of my age (84) it might take a bit longer than most for us to get used to each other. So far crawling in is a pleasure, I just need to adapt to not sinking into a giant marshmallow. It’s coming, I promise to update this in just a few short months. Cheers!
Website was easy to use. Delivery men were great! :). Took a couple days for my body to get used to the mattress (luxury firm) but now I have never slept better. I actually wake up with NO lower back pain and this is after 10 years of pain. Think has to do with the coils throughout the whole mattress where other mattresses from other companies do not have coils in the middle of their mattress. Customer Service (CS)couldn't have been better. Their response time is under one (1) minute. No kidding. Call them. They might not answer but within one minute they have responded. The two CS agents Manuel P and Kevin are absolutely amazing. Suggestions were offered and taken. If I need an additional mattress I am going with Saatva.
We purchased the mattress 10 days ago and haven't received it yet, due to a comedy of errors. The store informed us that it would be delivered between September 2 and 11, so we planned on that. My partner went on a trip out of the country on September 8 but I was here to receive it. Then we got an email saying there would be a delay and we'd get it by September 16. On September 13, my partner sent an email notifying them of her absence and giving them my number. So far, good.The delivery company called on September 15 and I missed the call. I called back within the hour and the recorded message informed me that the office was open until 4 pm each day and to please leave a message. I was calling at 3:50 pm. So here is a major point of failure. Had the delivery company answered the phone until 4 pm, we could have scheduled delivery on September 16, the latest promised date and the date we wanted.I called back on September 16, first thing in the morning and was informed that "we don't do same day deliveries." So I was stuck with a delivery date of September 17 and I had a hard-to-get doctor appointment in the morning. So could they please come in the afternoon? "We don't guarantee; we'll call you back this afternoon with a two-hour window." I was worried.Meanwhile, my partner who was out of the country is still getting emails saying "we're trying to reach you to schedule delivery." Apparently, they didn't realize that I already had been called and we were trying to set it up. So I tried to call our Sleep Specialist at the Scottsdale store where we bought the mattress. Turns out her phone was not set up. That was the actual message although she was sending emails to us. I called the main number and found myself talking to Kevin in the New York City call center. Which store was my Sleep Specialist at, he wanted to know.So I conclude that the left hand doesn't know what the right is doing and I hung up. What a %*# show this is!There is clearly fault on both sides. On our side, we should have given them two numbers to begin with. On their side, they should have lived up to their original delivery date promise. The delivery company should have answer their phones until 4 pm as promised and not stopped working at 3:50 PM. The Sleep Specialist should have her phone number set up to receive calls. I hope we like the mattresses because so far, we haven't been happy at all with this complicated experience. A service failure, for sure. I'm not sure I can recommend Saatva. This experience really makes me wonder where this reputation of great customer service comes from. I don't feel that we are experiencing it. UPDATE: I received this nice reply, below, and am happy to provide our order number but how do I contact you, Kristel E? I went to your website and engaged in a fruitless chat with your AI agent. I do appreciate your reply. Please consider giving me some contact information.
I was supposed to be transferred to the Dallas Saatva location but was mistakenly connected to the New York City Viewing Room near Bloomingdale’s. Luckily, Alex answered instead of re-transferring me, and I’m so glad he did. He was extremely insightful, knowledgeable, and patient, answering every question I had in detail. I truly appreciated his professionalism and the care he took in helping me. Outstanding service!
I discovered Saatva company only two years ago, but have since purchased 4 mattresses from them. Every single employee of this company has been courteous and professional, from the showroom experience, to answering questions, to ordering to exchanging a mattress. They put their customers first. I was astonished at how easy the exchange process was. I had previously ordered an 11.5" Classic Firm mattress for a second home and found it so comfortable to sleep on. When it came time to replace my 20+ year old primary mattress, I ordered a 14.5" Firm mattress, thinking it would sleep about the same. It did not, it seemed to bounce too much and be too soft for me and my husband. I called customer service, the very helpful lady said a small subset of people notice the firmness difference between the mattress sizes (because the coils are longer on the 14.5, so they compress more). I didn't need to justify myself, she just agreed that switching to the 11.5" would be a reasonable solution and processed it right away. Replacement mattress came in about two weeks. The delivery service they use (Justo) is also very professional and customer service oriented. It was a great experience working with this company.
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http://saatvamattress.com/
The Saatva mattress is an ultra-premium, eco-friendly Saatva, sold exclusively online for under $1,000. Saatva mattresses are built with a distinctive high quality feature known as 'coil on coil' construction. Our lower coil unit offers a connected hourglass shaped steel support base. Our top coil unit features a luxurious individually wrapped coil system that contours and responds perfectly to your body, eliminating most motion transfer. This construction coupled with our advanced euro pillow top, can only be found in ultra premium mattresses .
Our 11.5 inch Saatva mattress is also compatible with adjustable bases, including the Lineal adjustable base. Lineal provides weightless zero-g support with a whisper-soft motor and wall-hugging design.
Saatva offers exceptional customer service. You can reach us 24 hours a day, 7 days a week via phone or live chat at saatvamattress.com with any questions about our products or your order. We also provide in-home set up and old mattress take-away service if you need it.
Saatva is truly mattress buying made easy. Start your 120 night trial today.See more
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