saatvamattress.com

Who knows? We haven't received it yet. Big failure!

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.

Date of experience: Sep 15, 2025