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Saatva, Inc.

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Saatva, Inc. Reviews (31)

Complaint: ***
I am rejecting this response:Dear *** ***Thank you once more for your arbitration of this unfortunate matter with The Saatva Mattress co I prefer not to continue correspondence with MrEhrlich and agree that we need to move on Yet, for the record and for any others who may view this complaint sequence, I must point out (1) the gratuitous and ad hominum remarks MrEhrlich makes in his replies (e.g., "...he was not a fit for the hard working, passionate workers here at the Saatva..."), and (2) the fact that others have recently expressed deep concerns with Saatva's business practices (e.g., see *** reviews) I maintain that this has been one of the most unprofessional interactions I have had with a USA company and I strongly reject MrEhrlich's response.Sincerely,** ***

Hours after this customer wrote in the original complaint our Executive VP Ed B*** personally called the customer to resolve the situationThe customer has been fully refunded as we have sent out a JP Morgan Chase Check #on 1/in the amount of $Not a penny was spent any full
resolution to the customers satisfaction has been metWe are glad to add the documentation of the cashed check once we see the check has indeed been cashed

We have reached out to the consumer and are processing an exchange as a courtesy for him He was very pleased with the outcome

"Would you buy a mattress and foundation (box spring) online? Sight unseen? You can't lie on it, squeeze it, smell it for 'off-gassing' problems before buyingAnd what if the mattress company is relatively new -- not a time-honored mattress manufacturer?" Aren't these the questions we all ask ourselves?
So what do we do? We all begin reading the reviewsTurns out that for this particular company -- Saatva -- there are what appear to be hundreds of reviewsYou read them and you get uneasy"Nearly every review is superlative, almost extravagant in its praise for the company and its product! What's going on here? Are these fake reviews?"
I'm an ornery old manA retired university professorI really don't like being flimflammedI'm just like you, dear reader, in this regardI read the reviewsI noticed that the great majority were written before the mattress arrivedThey were written only on the basis of Saatva's efficient and extraordinarily polite way of handling sales -- before delivery of the productThis set off alarms in meHowever, I did find a number of reviews that were "after the fact" -- after the fact of the mattress having been deliveredThey, too, were very positiveThis encouraged meBeing research-oriented, I then *** "Saatva mattress" to find any websites that might have sprung up, bashing them(Check out *** * *** for instanceThey are hammered in offsite reviews!) Nope, no "bashing" sites for SaatvaThis encouraged meI then found a video done by a young man reviewing his Saatva experience, including his new mattress & foundationI watched the video several timesI found him convincingI then checked out a local furniture store, and looked at several *** * *** and *** and so forthI wasn't impressed, either by the mattresses or salespeopleTheir mattresses were very costlyIn a leap of faith, I bought a Saatva online(I was encouraged by their generous return offer, though the thought of returning this large, ungainly object -- repacking it and I presume paying for shipping -- was dauntingI tried not to think about it.)
It arrived yesterdayIt arrived in perfect conditionThere was absolutely no off-gassing (formaldehyde odor) when I opened the sturdy plastic bag encasing the mattressI set up the bed -- foundation & mattress -- lay down to test it, and woke up minutes laterRefreshedRelaxedThe young man who reviewed the Saatva in the video mentioned, above? He's absolutely right: This mattress is high qualityThe tuftingThe materials usedThe comfortThe evenness of supportThe cording around the edgesExcellent!
Back to the hundreds of over-the-top reviewsUnlike 99% of those reviewers, I had the opportunity to experience a scrin the process of my mattress being delivered -- that is, the first mattress that was deliveredThe mattress that arrived yesterday, in perfect condition, was my second SaatvaHere's what happenedThe company that delivers for Saatva in my area -- let me simply say I wound up rejecting the mattressThe problem wasn't Saatva, it was the delivery companyOf course, I called Saatva to let them know I had rejected the mattress, and I gave them an earful about the delivery companyThis is where things became interesting"Is this company going to live up to the praise of those hundreds of adoring reviewers," I wondered?
Know what? It did! Saatva busted the chops of the delivery company, guaranteed me a new and different delivery crew (same company), gave me a full refund for the mattress and foundation (even though I kept the foundation from the first delivery: They gave it to me for free!), fast-tracked the manufacture of a brand new mattress, fast-tracked the delivery, called and emailed me repeatedly to let me know what was happening at each step of the way, packaged the mattress in a special cardboard box (to thwart any attempts by the delivery company to screw up, again), asked me to give them a full report on the delivery experience, and then insisted I allow them to give me a discountWhew!
The only quarrel I had with Saatva is that, after the second, successful delivery, I refused to accept the foundation for free; I insisted on paying for itAnd I refused a discount on the mattressThey insisted! I refused! We went back and forthFinally, I won -- sort of"Okay, doc," agreed the Saatva manager, "if you're not going to let us discount the mattress and give you the foundation for free, then we're going to waive the delivery fee." I knew I wasn't going to win that one, so I relented, though I grumbled(Oh, I forgot to mentionWhen Saatva sent the new mattress, they refused to charge my credit cardNot a dime! "Doc, we're sending the new mattress without charging your cardIn fact, we no longer have your cardYou call us after it's delivered and after you have decided you like it -- or don't like it -- and if you like it, only then will we charge you for itCall and give us your credit cardIf you don't like it, we will take it back, at no expense to you.”)
I emailed Saatva shortly after the delivery, told them it went splendidly, that the mattress was flawless, and that I had already slept on it and was in love with itOnly then did they take my credit card information -- and that's when we quarreled over whether I would let them discount the mattress, etcLet me put it this way: When's the last time you quarreled with a company over them being too generous with you?
No, they didn't pay me to write this reviewNo, they didn't ask me to write this review(Should I say that I got the weird feeling that, had the delivery company not shaped up, Saavta would have personally driven my mattress to my front door and installed it on my bed frame -- and refused to take a dime? Yeah, I was afraid they were going to do this!) *** *** *** ***

Complaint: ***
Dear Revdex.com,Thank you for your attempts to resolve the problem we have encountered with Saatva Matress I am deeply disappointed with MrEhrlich's response I am particularly surprised by his characterization of our communications as "aggressive" I respectfully challenge the Revdex.com or Saatva to review their recorded telephone conversations for any signs of "aggression" Indeed, as I recall we had a number of collegial telephone conversations with Ariel, a very friendly Saatva representative In fact, We had negotiated a delivery date with the local delivery company when, much to our surprise (and completely unexpected), Saatva unilaterally cancelled our order If anything, when I telephoned Mr to learn what had happened and why Saatva was taking this action, I would say he was rather rude, or at least unprofessional and unbussinesslike The unpleasant interaction reminded me of the statement attributed (probably apocryphally) to Mohatma Gandhi: “A customer is the most important visitor on our premisesHe is not dependent on usWe are dependent on himHe is not an interruption of our workHe is the purpose of itHe is not an outsider of our businessHe is part of itWe are not doing him a favour by serving himHe is doing us a favour by giving us the opportunity to do so.”
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** **

***While our *** adjustable bases are non-returnable (which the consumer was fully aware of at the time of purchase), we have agreed to pick them as a courtesy, up along with the mattresses. A full refund for the merchandise total has been issued to *** *** finance account.This
has been resolved to the consumer's satisfaction.Best regards,Marty

We have reached out to the consumer and are processing an exchange as a courtesy for him He was very pleased with the outcome

Our daily mantra is maintaining our unprecedented pristine reputation as proven for years with the Revdex.com and elsewhereIt was clear to us that this customer was not a fit for the Saatva company as the customer made clear that service was better at other mattress sources.Our mission was to stop the
customers aggravation, hence canceling the order as we wish them luck on their mattress search. Regards, The Saatva Company

Hours after this customer wrote in the original complaint our Executive VP Ed B*** personally called the customer to resolve the situationThe customer has been fully refunded as we have sent out a JP Morgan Chase Check #on 1/in the amount of $Not a penny was spent any full
resolution to the customers satisfaction has been metWe are glad to add the documentation of the cashed check once we see the check has indeed been cashed.

We would like to respond to the complaint filed by *** ***At Saatva, we make every effort to ensure all of our customers have a smooth and efficient buying experienceShould any issue arise, we pride ourselves
on quickly and courteously taking care of any problem or scenario that takes place We go to any length to satisfy our customers but at the end of the day we are all human and of course imperfect.
*** *** ordered a California king mattress with a California king metal frameThe merchandise was delivered and *** *** then realized she had made a mistake and needed a standard king (76" 80" ) as opposed to a California king (72" x 84")*** *** also noted at this time that the California king frame had a piece of metal that was bentAs part of our friendly exchange policy we placed a new order for the standard king mattress as well as a new metal frame due to the damage that was reportedThe order was delivered with the correct mattress but unfortunately the incorrect full-sized metal frame was delivered. The Saatva office then immediately approved and requested a re-delivery of the correct king metal frame. Accidentallythe re-delivery was not processed by our delivery team. Of course, the correct metal frame will be delivered as quickly as possible. In being consumer centric as proven by our pristine reputation with the Revdex.com, we will "gift" the frame to the customer, saving her $99, We apologize as it is our daily mantra to maintain the highest customer satisfaction rate in our industryWe also thank *** *** for her trust and faith in Saatva along with her kind words
Thank you
*** ***
General Manager
Saatva Inc

Complaint: ***
I am rejecting this response:Dear *** ***Thank you once more for your arbitration of this unfortunate matter with The Saatva Mattress co I prefer not to continue correspondence with MrEhrlich and agree that we need to move on Yet, for the record and for any others who may view this complaint sequence, I must point out (1) the gratuitous and ad hominum remarks MrEhrlich makes in his replies (e.g., "...he was not a fit for the hard working, passionate workers here at the Saatva..."), and (2) the fact that others have recently expressed deep concerns with Saatva's business practices (e.g., see *** reviews) I maintain that this has been one of the most unprofessional interactions I have had with a USA company and I strongly reject MrEhrlich's response.Sincerely,** ***

***While our *** adjustable bases are non-returnable (which the consumer was fully aware of at the time of purchase), we have agreed to pick them as a courtesy, up along with the mattresses. A full refund for the merchandise total has been issued to *** *** finance account.This
has been resolved to the consumer's satisfaction.Best regards,Marty

We have read *** ***'s response and at this point, all parties should know we must move on with our business and personal lives wishing each other very well. We agree with *** ***'s quote from Gandhi describing the customer as crucial to a businessAs you know, we take great pride in being the best reviewed mattress company on the internet for the past years. We take great pride in our incredibly clean record with the Revdex.com and the role the Revdex.com servesThe fact that *** *** needed to file a complaint with you saddens us but it reconfirms that he was not a fit for the hard working, passionate workers here at The Saatva CompanyIn this very competitive industry, some one else deserves his business. In conclusion, and we hope *** *** focuses on this needing to be concluded, once again, we wish him well in finding a great mattress to enjoy years of healthy sleep in a good life going forwardBest regards,MartyMarty E***Vice President of Customer Experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** **

We have read *** ***'s response and at this point, all parties should know we must move on with our business and personal lives wishing each other very well.? ? We agree with *** ***'s quote from Gandhi describing the customer as crucial to a businessAs you know, we take great pride in being the best reviewed mattress company on the internet for the past years.? We take great pride in our incredibly clean record with the Revdex.com and the role the Revdex.com servesThe fact that *** *** needed to file a complaint with you saddens us but it reconfirms that he was not a fit for the hard working, passionate workers here at The Saatva CompanyIn this very competitive industry, some one else deserves his business.? In conclusion, and we hope *** *** focuses on this needing to be concluded,? once again, we wish him well in finding a great mattress to enjoy years of healthy sleep in a good life going forwardBest regards,MartyMarty E***Vice President of Customer Experience

?
Complaint: ***
The company alleges "pristine customer service" yet it does not address the fundamental problem at issue? It promises? delivery within a certain window and advertises that prominently? Yet it did not deliver on this promise ? I am not alone in noticing this ? - a review on the company's own website, reproduced below notes similar concerns with the company's service (I guess they don't read reviews before they post them)? The company's response does not address the problem with the misleading delivery promise -- only that it did not like hearing complaints? Call me crazy, but this unwillingness to deal with a vocal customer seems rather inconsistent with the claim of pristine customer service? So, two problems, neither addressed: (a) misleading promises regarding delivery; (b) unwillingness to address those directly with the customer Disappointed***Apr 2016I really wanted this bed but was skeptical because I received no phone call in hours as promisedSo, I phoned and was told that voice mails were left on my phone numbersI NEVER received anySo, I was told that I must have given them incorrect phone numbersThis was not the caseSo, in light of this, I was leery of having problems with delivery or return if necessary, etc

We were unaware of the customer's desire to return his mattress for a refund until we received this Revdex.com correspondence.? We spoke with *** *** and have resolved the matter to his satisfaction.? He will confirm this.? Best regards,? Marty

We pride ourselves on full transparency.? We will never claim to be able to do something we can't? From the start, *** *** was frustrated with our delivery policies and procedures.? Our local delivery partner attempted to work as best as they could with his requests? After he
was aggressive on multiple occasions with our delivery partner and our own staff, we exerted our right to cancel his order.? A full refund was immediately processed to *** ***'s credit card.As hard working Americans, our A+ record, with an unprecedented public complaints in years, is proof of our efforts.? Although we certainly wish *** *** luck on his mattress search, we know he is not a fit for our businessWe appreciate and respect the work the Revdex.com does and the ideals it stands for.? Always our gratitude for the Revdex.com.If I can be of any further assistance in this matter, please feel free to contact me directly.Best regards,MartyMarty E***Vice President of Customer Experience

Complaint: [redacted]
The company alleges "pristine customer service" yet it does not address the fundamental problem at issue.  It promises delivery within a certain window and advertises that prominently.  Yet it did not deliver on this promise .  I am not alone in noticing this  - a review on the company's own website, reproduced below notes similar concerns with the company's service (I guess they don't read reviews before they post them).  The company's response does not address the problem with the misleading delivery promise -- only that it did not like hearing complaints.  Call me crazy, but this unwillingness to deal with a vocal customer seems rather inconsistent with the claim of pristine customer service.  So, two problems, neither addressed: (a) misleading promises regarding delivery; (b) unwillingness to address those directly with the customer. Disappointed[redacted]Apr 2016I really wanted this bed but was skeptical because I received no phone call in 72 hours as promised. So, I phoned and was told that voice mails were left on my 2 phone numbers. I NEVER received any. So, I was told that I must have given them incorrect phone numbers. This was not the case. So, in light of this, I was leery of having problems with delivery or return if necessary, etc.

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Description: Mattresses, Furniture Stores (NAICS: 442110)

Address: 8 Wright St, Westport, Connecticut, United States, 06880-3100

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