Saatva — Local services in New York

Update: the owner says this was resolved to my satisfaction... but that’s a lie. They picked it all up, & true to their style made great promises (of a refund)... & now we have no mattress, no refund & each time we call, we get told it’s processing. Sure didn’t take them a month to take the money, am I ever going to actually get my refund? Seems they’re more concerned with looking good on paper than in actuality. Worst, expensive experience we’ve had in 30 years. Bought the Saatva Solaire. Trouble with delivery, trouble with the bed, now trouble with “risk-free return”. It’s Overpriced, since it’s basically a Sleep Number bed. But we wanted to try the split-king with the adjustable base & this was the only store in city. But they didn’t have 1 in showroom, so he told us to try the queen & it would be similar. (Not true. There’s a big difference between the 2 & the king has problems like a 2” gap between us that engulfs remotes, & doesn’t let us actually sleep next to each other.) The bed also slides around & we need push the mattresses back on everyday. Quality is low, has problems with air remote after 1 month, which is ludicrous. The worst part is the Salesman Drew kept saying there’s no risk to trying Bc is risk-free trial, but when the delivery was delayed, we had problems getting any customer service, except promises it was coming. When delivery did finally happen, it was messed up, & he didn’t answer his phone or voicemails & there’s no way to contact the store directly. What he promised was free removal of our old base & bed with delivery wasn’t happening & the delivery guy was trying to get us to give him extra money (we gave him $40 just to get it done). Now after a month, we’re returning the bed, which has problems with the air mattress part already, only to discover the $2000 king size base is not returnable. We had told him we weren’t sure we wanted a king size, but he assured us we could return it if we wanted a queen. Now we are told that’s not their policy. Only the mattress is returnable. Our fault for not reading the terms & listening to the salesman. But the company has no one we can really talk except an 800- customer service rep who was very nice but has no solutions. Their showroom is very nice, they’re made in America, but their sales rep is dishonest & there’s no recourse. There was no king to try in showroom & 3 times he assured us “it’s no risk”. Very expensive mistake for us to learn. We’ll return the mattress & never buy anything from here ever again. Very disappointing in 2020, the worst year ever, & they made it worse. Do NOT...

Summary Version: Ease to order online: 5 out 5 (no issues) Delivery time: 1 our of 5 (because they would not update us) Product: 1 out of 5 (came in a box which was not advertised anywhere) Customer Care: 1 out of 5 (Not able to read the room and needs hand holding on follow ups)

Initially starting out Saatva was responsive and nice to deal with. Answered our questions, etc. Once they got our money, they disappeared. We had to call multiple times when we would get our mattress, and no-one would give us any answers.

After nearly a month of lack of communication, we called them again and they said it was on the way (the fact we had to call them instead of them responding to us should have been a red flag... but we gave them the COVID benefit of the doubt that they were overwhelmed).

Finally we got our mattress... in a box. We were pretty frustrated because we were avoiding the box mattresses and no-where was it mentioned that it came in a box, but we tried it anyway. The delivery people didn't know how to set up the mattress (white glove delivery = help the delivery people set it up).

My wife is highly sensitive to odor emissions (which is why we were avoiding box mattresses) and every time she would attempt to use the mattress she felt her lungs closing. So we decided to contact customer service.

She chatted with someone only and they said sorry and they would issue a full refund if we wanted to return it. She attempted the mattress a few more times over the course of a month and no improvement. So I called AND emailed Saatva and did not receive any responses for over 2 weeks. So I tried to call again, and got hold of someone that was defending the fact that the mattress is not a mattress in a box (what?!?)... I responded that it is a mattress and it came in a box, and then she went into the semantics of why it isn't a mattress in a box, and I cut her off saying she is only making me more frustrated and that I don't care about this detail, and she proceeded to tell me that I was wrong and that it was not a mattress in a box to which I was at the end of my rope and told her "I don't give a **!" She promptly put me on hold and gave us a full refund and said they will be there in about a week to pick it up.

I felt like I was talking...

Just received my Saatva king 14.5” luxury firm and 4.75” platform and couldn’t be more satisfied! This is the first mattress I have purchased on line and was a little concerned about not testing before buying, but I made a great decision. Honestly, you don’t know the comfort of the mattress until you sleep on it a few nights, so going to a store and buying one is really not much different than purchasing site unseen.

The customer support team throughout the manufacturing purchase was outstanding. They contacted me to confirm my order and noticed that I had made an error in leaving off the foundation. They worked with me to correct that immediately. Can’t ask for more than that. The delivery service notified me via text and email that my mattress was ready and would be arriving on a certain day in a time slot. Saatva followed with an email confirming that the mattress was complete and had been handed off to the delivery service.

On the day of delivery I received a text with a narrowed down time slot, followed by a call from the delivery person who let me know when he would be at my house. I received a final call 20 minutes prior to delivery and they were there with my mattress 20 minutes later.

The men who delivered the mattress and foundation made quick work of removing the old mattress/box spring and setting up the Saatva. They removed all of the packing materials and were courteous, professional, and efficient.

At first look of the mattress and foundation, I was pleasantly surprised at the quality. This set was beautiful, but how comfortable are they? They are EXTREMELY COMFORTABLE! I have now had it for almost a week and couldn’t be happier! This mattress provides the right amount of support, while remaining plush and comfortable. I am a...