ComplaintsforSaatva, Inc.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing/Collection Issues

  Status:

  Resolved

  More info

  I ordered a mattress from Saatva late August/early September of 2022. I began having issues and realized it was the mattress. I initiated a return this past May 25, 2023. According to their policy, you have a year to return it. I am feeling like I am being scammed. Each time I call, which is weekly, I get a new answer on the status of my return. They say they are sending a check, but it keeps getting delayed. I want a return to the credit card I originally used, and I want the return now. They say is will be 14-21 days but it is almost a month and I am not getting satisfactory answers.

  

  Business response

  06/28/2023

  The consumer decided to return her mattress to us, as was her right under our 365-day in-home trial.  As she decided to return about 9 months after the purchase, we were unable to refund her credit card and had to send a check.  We apologize for the slight delay in getting out her check, but she has been refunded at this point.  As an additional courtesy, we have agreed to refund her processing fee as well.

  We thank the consumer for having tried us, and wish her the best in her new mattress search.

  Customer response

  06/28/2023

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

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing/Collection Issues

  Status:

  Resolved

  More info

  I ordered two mattresses. According to their return policy, they state that if you don’t like the bed during the trial period that you can return the bed minus a $99 transportation fee. When I canceled the orders, prior to them being shipped and prior to one of them even being ready for shipment, they charged me $198 for both. This is not how their return policy is explained and the mattresses were never even shipped. I would like the $198 refunded.

  

  Business response

  06/15/2023

  On 6/3/23 the consumer informed us that she wanted to cancel her order.  A new hire confused our cancelation and return policies and mistakenly withheld $99 from the consumer's refund.  Ms. ******* made us aware of our mistake a few hours later and was immediately refunded the rest of her money.

  We apologize again for the mistake and the inconvenience it caused.  We wish the consumer the best in her new mattress search.

  Customer response

  06/15/2023

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

• Initial Complaint

  05/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a mattress and mattress base on 3/23/2023 in the amount of $7,037.79. I was originally quoted 2 weeks for delivery. Once I was able to track my order it showed a delivery range of 4/2 - 4/11. On or about 4/6 I received an email stating that there was a 2 week delay of my order, after that since I didn’t get any additional information, and the online order status still didn’t even show the order as shipped in followed up via chat on 4/24, and the chat agent advised me that my order was being delivered to a local company (in the ****** ***** area) that exact afternoon and that the local delivery company would be reaching out to me within 48 hours to schedule delivery. Today made 9 days since then and I still haven’t heard anything, so I followed up with chat agent again, who now advised me that they are having delivery delays, and that someone would reach out to me within 2 business days. I’m getting extremely concerned that I will not get my order, as their only order system still shows the order as not even being shipped. I fear that the company is having issues that they are not disclosing. My wife and I have been sleeping on an air mattress for 4 weeks now as this mattress is for our new home and NOT a replacement. We feel that we are due our products ASAP, as well as a significant financial compensation for our inconvenience Please help.

  

  Business response

  05/08/2023

  We are pleased to inform you the consumer has received delivery of his premium luxury Saatva Solaire and adjustable base.  We truly appreciate his decision to keep his business with us throughout this unusual delay, and wish him many years of great nights' sleep!

  Customer response

  05/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: compensation for significant delay was now addressed, and the so called “White glove” delivery and setup were less than expected. Base legs were not adjusted to desired level, and I was also told that the delivery team would make sure that the two bases are synced to work as expected with the Soleire mattress, I was told by the delivery team that they were never trained on how to do that, and that I would have to refer to the manual for any programming. They simply placed the items into the bed frame, plugged it in, and set one side of the mattress to fill, and advised me rbat when that side was done to press the fill button on the second remote, this is DEFINITELY NOT “white glove” delivery. I now have to figure out how I’m going to get the feet raised to the desired level, and figure out how to sync the bases. Not happy with the service at all so far. 
  
  Sincerely,
  
  **** *****

  

  Business response

  05/22/2023

  We have spoken with the consumer again, and have been told that he is now satisfied.

  Once more, we apologize for the inconvenience and cannot thank him enough for choosing to keep his business with us.

  Customer response

  05/22/2023

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  I have lost all confidence that Saavta is acting in good faith and would like to request your help to get a refund for a mattress they approved the return for…and picked up over three weeks ago, on Saturday, March 25, 2023. Here is a recap: August 2, 2022 Ordered a King Saatva Latex Hybrid Bed, SKU:7061 Credit card was charged $2298.44 January 19, 2023 Called The Saavta Company to express the bed was too hard and they offered to exchange it for a more expensive bed, *** **** *** **** mattress, King Firm Relaxed, **** ****. A $249 charge was processed on a different credit card. March 15, 2023 Called The Saavta Company to return the bed and requested a full refund. Dennis W told us we'd have a refund in 2-3 days, which was before the bed would even be picked up. Receipt attached for approval to return the bed. No refund came and I called again and was told that Dennis W. had misspoken and no refund would be issued until the bed was picked up. March 25, 2023 A third-party trucking firm from Little Rock Arkansas picked up the mattress; we have photos if needed. March 26, 2023 The $249 was refunded to the other credit card; the receipt on the “description” line says “return 2/2. 1/2 by check”. Also attached. March 28 or 29, 2023 I called Saavta to ask what “by check” meant and learned that they would NOT be refunding the purchase price of the bed minus $99 to my credit card. I was told the check was mailed March 26. A week later:Called when the check didn’t arrive. Was again told the check had been mailed on March 26. And was asked to wait another few days to see if it would arrive. A week later:Called when the check didn’t arrive. Spoke to Ruben, (senior director) who reported the check was not mailed on March 26, but April 4. He asked me to wait another week for it to arrive. April 11 No check has arrived. We have still not been reimbursed $2199.44 ($2298.44 minus $99) Called Ruben, but he has not called back.

  

  Business response

  04/25/2023

  We are pleased to inform you this matter has been resolved.

  Customer response

  04/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I have received the refund, I believe their website and communications need to be updated to better explain their return policy of not refunding the original credit card after six months and only refunding the purchase via a check which took nearly three weeks to receive AFTER the mattress was picked up. 

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  04/10/2023

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Purchased a mattress that immediately started sagging in the middle. Returned for a second one. Same thing happened. Exchanged it for a third one and it feels as it there are coils right under us. We feel like our heads are sinking lower than our bodies. We are in so much pain and we’ve wasted so much time and effort on SAATVA. It feels like they resend out used beds. Why do their beds only last a few months?

  

  Business response

  04/20/2023

  We are pleased to inform you we have come to resolution with the consumer.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  The mattress I received is defective. It has been in my posession only 2 years and it is significantly sinking and lumpy. I reached out to Saatva with my issues and they gave me a canned answer saying they could fix the mattress but I would be without a mattress for 6 weeks, PLUS I need to pay a fee. They never asked for photos or cared about the extent of the issue. Also, my wife and I are both experiencing neck and shoulder issues that were never present before this mattress (we are both young and not overweight). These problems are not average, the mattress we received is significantly defective. This is unacceptable since I paid nearly $2,000 for this only 2 years ago. Saatva needs to replace my mattress without a 6 week wait (are we supposed to sleep on the floor?). I purchased the necessary bed frame and rotated it according the the website directions as well. The mattress I received is a LEMON.

  

  Business response

  04/17/2023

  We have been trying to make contact with Mr. ******** so we can resolve this matter, but to date, he has not yet returned our calls or emails.  We will continue reaching out with the goal of resolving this matter to his satisfaction.

  Customer response

  04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I called Roger G. back on 4/11/23 at 3:15 PM Eastern Time to the number provided, ###-###-####. I left a voice message to please call me back at ###-###-####. I never received a response from my voice message left a week ago. Please contact me at ###-###-####. 
  
  Sincerely,
  
  **** ********

  

  Business response

  05/05/2023

  We have been in contact with the consumer and are working towards resolving this matter to his satisfaction.

  Customer response

  05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I have not yet received the replacement mattress. Once this is complete I will consider the issue resolved. 

  
  Sincerely,
  
  **** ********

  

  Business response

  05/18/2023

  Update: According to our records, the consumer is scheduled for delivery on 5/19/23.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  When selecting a mattress from this company I was told the _classic Mattress as a luxury firm would be best mattress was the firmest mattress. I suffer from Ankling Spondynosis and need a firm mattress. The mattress at first was a bit lumpy but in time even out now it's like getting into a soggy mattress. I just sink while getting in, out, and in bed. It's horrible. No, it's not wet nor been wet (mattress and box spring protector on since day one. ) Now, this mattress feels like I've had it for 20 years. It's beyond soft and has no firmness but sinks around my body. It is on a standard box spring metal frame. I have checked the frame and nothing is wrong. I was told I can get get a return or exchange. It's been less than a year since I have had this. As a disabled person, I can not afford to buy another mattress. I thought I was making a good investment I'm still paying on. Truly, this is hurting my body. My resolution is a new firm queen mattress or a different box spring but I really believe its the mattress and not the box spring as this box spring was fine on the old mattress

  

  Business response

  03/06/2023

  We are pleased to inform you that we have spoken with the consumer and the issue turned out to be something not related to our product.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Invoice ID ***********-Net amount paid: $1,557.32 USD Via ******-Date 08/2021 The mattress I bought in 2021 (the third one from this company Order #****** & Order #******) started to sag badly within 6 weeks of the purchase. I called several times to no avail and then kind of let it go because of the headache of getting in touch with a real person from this company. Today, February 21, 2023, I was going to try contacting this company again since the mattress is useless, and perhaps buy a new one at a discount, I decided to file this complaint to make it public. This company doesn't deserve any rave and with a friend, we're going to make a ******* video about serval well-known mattress companies. What does it take to get in touch with someone in person?

  

  Business response

  03/06/2023

  We are happy to say we have spoken with the customer who is now satisfied.

  Customer response

  03/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Although I spoke to a Saatva representative, the gentleman I talked to was supposed to email me with a proposal. I have not received an email from him, yet. 
  
  Sincerely,
  
  **** ******

  

  Business response

  03/20/2023

  The proposal mentioned was emailed to the consumer the same day he spoke with our Director of Customer Satisfaction.  Our guess is it went to his spam folder.

  Our director has since reached back out to the consumer multiple times.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Placed an order with Saatva on a King size bed frame on 11/20/22 which i suppose to receive within 1-3 weeks based on the company website. I reached out on 11/21 to see the status as didn't receive any emails on my order. On 11/23 Daisia from Saatva reached back stating was out of stock and was going to receive it on the 1st- 2nd week of Dec which didn't happen. I reached back to Saatva to check on the status a few times as was not hearing back from them. The bed frame was finally delivered on 12/22 however it came defective and was informed by the delivery company was going to be replaced within a week and they left the defective bed frame in my house. I didn't heard back from anyone in Saatva on the replacement so I call them again and try to speak with a supervisor about my frustration and lack of communication. I finally got a call back from Shawn Ballingall who is the VP of Sales at Saatva and apologized for the inconvenience and told me i was going to get someone to pickup the bed frame within a week and that the new bed frame was going to be delivered to me by sometime in January 2023. The bed frame was not picked up within the week, in fact i had to call again to customer service to see when was going to be picked up and the company finally sent someone on 1/7/23 and my girlfriend had to be waiting for over 4 hours to get the defective bed frame picked up. Since then until today 2/1/23 I didn't heard back from anyone at Saatva about the status of the new bed frame so I called and left a message to Shawn but didn't heard back from him so i called customer service and spoke with someone by the name of Rusty who apologized again and told me the bed frame was still not in stock yet and mentioned Shawn was not available and that him or someone else will reach back next week to see when i can get it so at this point not sure when i will receive it. the lack of communication from this company is terrible.

  

  Business response

  02/14/2023

  We cannot apologize enough to the consumer for the rare and unusual circumstances that caused him such great inconvenience.  We are happy that we were able to work out a way to make ammends.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  9/12/21 purchased a Saatva Classic Mattress, Queen- 14.5" Luxury Firm, Queen foundation and metal frame for $1798.00. January 9/21/22 I contacted cust serv because mattress was not firm enough and had begun to sag a little. I upgraded the luxury firm mattress to a firm mattress which was delivered February 2022. Contacted cust serv 11/5/22 to inquire about/request a complete refund as the mattress was still not firm enough and had begun sagging in the middle. I was told at that time there was a 180 day return policy which went into effect May 2022. I was told I had no recourse, was not getting a refund, and would need to prove the mattress was sagging greater than 3 inches in order to meet the requirement for a replacement. I expressed my frustration with 180 day policy because I do not recall being told that - the company website indicated a 365 day return policy with NO indication of the "new policy". I asked how I would prove how much the mattress sagged, if were pics necessary. Cust serv rep reiterated his previous statement but did not address proof needed. A brand new mattress this expensive should NOT be sagging! Sides are firm, middle of bed dips deeply. I was researching new mattresses (different companies) & happened to look at saatva site again and was angry and frustrated to see that they still offered a 365 day refund policy! I shouldn't have to purchase another mattress from a different company! I would like a full refund- minus the $99 delivery fee. I would like the company to honor their written policy. This mattress is not firm; a firm mattress would not have be concaved in the middle. I want the request I made 11/5/22 to be honored.

  

  Business response

  02/06/2023

  We are pleased to inform you we have resolved this matter to the customer's satisfaction.

  Although she purchased prior to the change in our home trial period, we allowed her to return.

  We wish her the best in her new mattress search!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩