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Saatva, Inc.

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Reviews Saatva, Inc.

Saatva, Inc. Reviews (31)
I would like to add that on Sept 27th a new un-damaged frame finally was successfully delivered and installed at my home. AS to the fact that SAATVA mentioned that it would be a gift, that is not the case. WE had originally paid full price for the frame upon our original order on July 4th. They did not refund the 99$ of the frame in any way as of today Sunday , Sept 28th 2014.

Our daily mantra is maintaining our unprecedented pristine reputation as proven for years with the and elsewhere. It 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.  
The Saatva Company

Complaint: [redacted]
Dear,Thank you for your attempts to resolve the problem we have encountered with Saatva Matress.  I am deeply disappointed with Mr. Ehrlich's response.  I am particularly surprised by his characterization of our communications as "aggressive".  I respectfully challenge the 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 premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.”    

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.
[redacted]Apr 2016
I 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.

We pride ourselves on full transparency.  We will never claim to be able to do something we can't.  From the start, [redacted] 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 [redacted]'s credit card.As hard working Americans, our A+ record, with an unprecedented 3 public complaints in 7 years, is proof of our efforts.  Although we certainly wish [redacted] luck on his mattress search, we know he is not a fit for our business. We appreciate and respect the work the does and the ideals it stands for.  Always our gratitude for the I can be of any further assistance in this matter, please feel free to contact me directly.Best regards,MartyMarty E[redacted]Vice President of Customer Experience


Our daily mantra is maintaining our unprecedented pristine reputation as proven for years with the and elsewhere. It 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

Review: We purchased a mattress and a frame from the company and all seemed to go very well. From the follow up call they made to confirm our order. Upon delivery however the problem started. The frame delivered was bent. We promptly contacted Saatva and the delivery company (they hire 3rd party delivery company )We even sent out a picture of the bent frame . They apologized and during our conversation we came to the conclusion we really had a regular king mattress and not california king mattress. The company was very easy to talk to and agreed to switch the mattress for a regular king for a charge of $95 and replace the damaged frame at no charge. This was in July 22nd. Finally on August 9th the right size mattress was delivered but the frame brought was THE WRONG SIZE. We contacted delivery company and Saatva agian and . Saatva apologized and promised to rectify the bent frame situation . They said someone would be in contact with us to set up delivery of the Frame replacement. After not hearing from anyone in 3 weeks we decided to call again, the representative from Saatva apologized again and claimed there was no record of frame being replaced. Found our order and said he would correct it and we should expect a call for deliver of the good frame. It is now September 15 and we have not received call for delivery of good frame or from Saatva with any updates. We still have a bent frame that you cannot attach a headboard to. After all the promises they made and seemed concerned with upholding their reputation, we are totally disappointed in whole.Desired Settlement: We just want a frame that is NOT damaged as promised as we did pay for it.



We would like to respond to the complaint filed by [redacted]. At Saatva, we make every effort to ensure all of our customers have a smooth and efficient buying experience. Should 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.

[redacted] ordered a California king mattress with a California king metal frame. The merchandise was delivered and [redacted] then realized she had made a mistake and needed a standard king (76" 80" ) as opposed to a California king (72" x 84"). [redacted] also noted at this time that the California king frame had a piece of metal that was bent. As 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 reported. The 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. Accidentally. the 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, 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 industry. We also thank [redacted] for her trust and faith in Saatva along with her kind words.

Thank you

General Manager

Saatva Inc.



I would like to add that on Sept 27th a new un-damaged frame finally was successfully delivered and installed at my home. AS to the fact that SAATVA mentioned that it would be a gift, that is not the case. WE had originally paid full price for the frame upon our original order on July 4th. They did not refund the 99$ of the frame in any way as of today Sunday , Sept 28th 2014.

"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 buying. And 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 reviews. Turns out that for this particular company -- Saatva -- there are what appear to be hundreds of reviews. You 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 man. A retired university professor. I really don't like being flimflammed. I'm just like you, dear reader, in this regard.
I read the reviews. I noticed that the great majority were written before the mattress arrived. They were written only on the basis of Saatva's efficient and extraordinarily polite way of handling sales -- before delivery of the product. This set off alarms in me. However, I did find a number of reviews that were "after the fact" -- after the fact of the mattress having been delivered. They, too, were very positive. This encouraged me.
Being research-oriented, I then [redacted] "Saatva mattress" to find any websites that might have sprung up, bashing them. (Check out [redacted] for instance. They are hammered in offsite reviews!) Nope, no "bashing" sites for Saatva. This encouraged me.
I then found a video done by a young man reviewing his Saatva experience, including his new mattress & foundation. I watched the video several times. I found him convincing.
I then checked out a local furniture store, and looked at several [redacted] and [redacted] and so forth. I wasn't impressed, either by the mattresses or salespeople. Their mattresses were very costly.
In 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 daunting. I tried not to think about it.)
It arrived yesterday. It arrived in perfect condition. There was absolutely no off-gassing (formaldehyde odor) when I opened the sturdy plastic bag encasing the mattress. I set up the bed -- foundation & mattress -- lay down to test it, and woke up 45 minutes later. Refreshed. Relaxed.
The young man who reviewed the Saatva in the video mentioned, above? He's absolutely right: This mattress is high quality. The tufting. The materials used. The comfort. The evenness of support. The cording around the edges. Excellent!
Back to the hundreds of over-the-top reviews. Unlike 99% of those reviewers, I had the opportunity to experience a screw-up in the process of my mattress being delivered -- that is, the first mattress that was delivered. The mattress that arrived yesterday, in perfect condition, was my second Saatva.
Here's what happened. The company that delivers for Saatva in my area -- let me simply say I wound up rejecting the mattress. The problem wasn't Saatva, it was the delivery company. Of course, I called Saatva to let them know I had rejected the mattress, and I gave them an earful about the delivery company.
This 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 discount. Whew!
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 it. And I refused a discount on the mattress. They insisted! I refused! We went back and forth. Finally, 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 mention. When Saatva sent the new mattress, they refused to charge my credit card. Not a dime! "Doc, we're sending the new mattress without charging your card. In fact, we no longer have your card. You 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 it. Call and give us your credit card. If 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 it. Only then did they take my credit card information -- and that's when we quarreled over whether I would let them discount the mattress, etc.
Let 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 review. No, 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!) [redacted]

Review: 3 months after owning a mattress I purchased from these folks, the mattress has become defective. I purchased the 'Luxury Firm' model in a FULL size. Indentations from my body have developed and are now present; owing to a poor quality spring design. Despite rotating the mattress as instructed, I have excruciating back pain from sleeping. I contacted their customer service and was presented with two solutions: refund of $400 (of $998) and I keep my mattress or pay $212.00 and receive an additional mattress. I opted for the refund, however I will still have a mattress I cannot sleep in! Despite their rave reviews, I believe a formal complaint is in order to investigate their 'positive' review business model because now, I'm out almost $600 dollars.Desired Settlement: I would like a complete refund of my purchase of $998.00



Hours after this customer wrote in the original complaint our Executive VP Ed B[redacted] personally called the customer to resolve the situation. The customer has been fully refunded as we have sent out a JP Morgan Chase Check #8433 on 1/4 in the amount of $948.00. Not a penny was spent any full resolution to the customers satisfaction has been met. We are glad to add the documentation of the cashed check once we see the check has indeed been cashed.



I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.


We recently ordered the king size firm mattress from Saavta after reading of their company and of their positive reviews. Ordering process was easy, pricing was excellent and exceeded our expectations and delivery was prompt and efficient. While I can't state how well the mattress will hold up (as we just received it yesterday) I am hopeful that their product is just as good as our experience with their company to this point.

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Description: Mattresses, Furniture Stores (NAICS: 442110)

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


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