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 public complaints in 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 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 [redacted] Vice President of Customer Experience
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] **
Complaint: [redacted] 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, [redacted] ***
We have read [redacted] ***'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 [redacted] ***'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 [redacted] 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 [redacted] 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 [redacted] Vice President of Customer Experience
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 [redacted] and have resolved the matter to his satisfaction.? He will confirm this.? Best regards,? Marty
We recently ordered the king size firm mattress from Saavta after reading of their company and of their positive reviewsOrdering process was easy, pricing was excellent and exceeded our expectations and delivery was prompt and efficientWhile 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
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***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
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 ***Apr I 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
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 sourcesOur mission was to stop the customers aggravation, hence canceling the order as we wish them luck on their mattress search Regards, The Saatva Company
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
I JUST RECEIVED AN E MAIL FROM A MATTRESS AD.I CLICKED ON IT ,IT BROUGHT ME TO THE WEB ADDRESS STATED ABOVE.SAATVA, INC..SO UPON THE AD OPENING ,IT START'S WITH AN INSTANT CHAT.I HAD MIKE...HE ASKED IF HE COULD HELP.I WROTE WHAT I NEED ."WHICH I TOLD HIM,I AM IN 24/PAINALSO I SPEND ALOT OF TIME IN BED.I HAVE THE REPLY SAVED TO MY E-MAIL SO I CAN SEND IF REQUESTED.SO I THEN SAID I WAS DISABILTED ,FROM MY JOB WITH THE [redacted] UNION ,THAT PROBABLY DROVE THEM TO THERE DESTEINATION .AND I HAVE BEEN RECEIVING A MONTH.......BUT I HAVE MEDICARE AND THEY JUST APPROVED ME FOR MEDICAID.....HIS REPLY I ALSO HAVE IN MY E-MAIL.I AS AN AMERICAN .....I DON'T KNOW ,JUST SAYING
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 public complaints in 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 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 [redacted] Vice President of Customer Experience
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] **
Complaint: [redacted] 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, [redacted] ***
We have read [redacted] ***'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 [redacted] ***'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 [redacted] 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 [redacted] 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 [redacted] Vice President of Customer Experience
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 [redacted] and have resolved the matter to his satisfaction.? He will confirm this.? Best regards,? Marty
We recently ordered the king size firm mattress from Saavta after reading of their company and of their positive reviewsOrdering process was easy, pricing was excellent and exceeded our expectations and delivery was prompt and efficientWhile 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
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***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
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 ***Apr I 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
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 sourcesOur mission was to stop the customers aggravation, hence canceling the order as we wish them luck on their mattress search Regards, The Saatva Company
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
I JUST RECEIVED AN E MAIL FROM A MATTRESS AD.I CLICKED ON IT ,IT BROUGHT ME TO THE WEB ADDRESS STATED ABOVE.SAATVA, INC..SO UPON THE AD OPENING ,IT START'S WITH AN INSTANT CHAT.I HAD MIKE...HE ASKED IF HE COULD HELP.I WROTE WHAT I NEED ."WHICH I TOLD HIM,I AM IN 24/PAINALSO I SPEND ALOT OF TIME IN BED.I HAVE THE REPLY SAVED TO MY E-MAIL SO I CAN SEND IF REQUESTED.SO I THEN SAID I WAS DISABILTED ,FROM MY JOB WITH THE [redacted] UNION ,THAT PROBABLY DROVE THEM TO THERE DESTEINATION .AND I HAVE BEEN RECEIVING A MONTH.......BUT I HAVE MEDICARE AND THEY JUST APPROVED ME FOR MEDICAID.....HIS REPLY I ALSO HAVE IN MY E-MAIL.I AS AN AMERICAN .....I DON'T KNOW ,JUST SAYING