Complaints
This profile includes complaints for Saatva, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 96 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/22/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a California King luxury mattress 3 years ago. About 6-8 months ago I noticed a visible dent/divet in the mattress and called. I was told that it was normal. I rotate the mattress every 6 months as directed. Now the dent is about 1.5 to 2 inches deep and is making it difficult to get a comfortable sleep. I called customer service and they said I could get a repair for $149; I was OK with that but I would be without a mattress for up to 3 weeks. When I asked where me and my 6'2" husband were to sleep she suggested an extra bedroom (which we don't have), a couch which won't fit both of us or go to a hotel or friends house for 3 weeks. Really!! I would have expected much better service from a reputable company. Any ideas? I have photos.Customer Answer
Date: 07/25/2025
I was contacted by Saatva customer service today and my complaints were addressed to my complete satisfaction. Roger said the 2 inch divot in the mattress was an unusual occurrence and the company is building an exact same mattress originally ordered and previously delivered a few years ago. He went over warranty information and I felt his assistance in solving my problem went above and beyond what I experienced earlier this week. I am sure that I will enjoy the new mattress as much as I have been since the original one was delivered. Thank you Roger for your kind help.Initial Complaint
Date:06/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered a Saatva split king bed in January 2025 from Saatva****. The total purchase was about $6,100. The adjustable platform is defective on one side. The product came with a warranty. We contacted Saatva and provided a detailed explanation and photos of the defects a few weeks ago. They promised to have someone contact to remedy the situation. However, they have not responded and seem to be ignoring are request.
Business Response
Date: 06/27/2025
We have been in contact with the consumer and are working towards resolution.
We apologize again for the inconvenience, and thank the customer for his patience with us.
Initial Complaint
Date:06/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchase my bed mattress on May 25. Part of the appeal of my purchase was the "white-glove delivery service" that the company advertised on it's website. In reality, the company outsources it's deliveries to contracted moving companies with little to no regard for their customers times. When I placed the original order, the tracking information provided by Satvaa stated that the mattress would be delivered between June 3 and June 12. On June 7, I received an automated voicemail notification that our order would be delivered by 1:30 PM on June 10. I also received an email and a text message from the delivery/moving company that contained a non-functional link and a display showing that my package could not be found. At no point on the website, or during the purchase, did it indicate that my order would be handled by a third-party. My mattress did not arrive on June 10 by 1:30 pm. When I called the delivery company the next day, after taking off work again, I was told that they only made deliveries to certain areas when they had enough inventory to justify it. When I contacted the mattress company, they said it was the responsibility of the delivery company. I then reviewed the originally broken link to find that my delivery had been stated as scheduled for June 13, beyond the original expectations set by Saatva and without any contact or input from me.Business Response
Date: 06/20/2025
We are pleased to inform you the consumer has told us this matter has been resolved to his satisfaction.Initial Complaint
Date:06/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The mattress warranty is misleading. It says- “From the moment our white-glove crew delivers it to you, fresh from the factory, we guarantee that it will be free from defects for as long as you own it. And if you ever have a problem, we’ll take care of it hassle-free. That’s the promise of Smarter Luxury Sleep.” My mattress is now unusable due to 3” divots under my shoulder area. I am 5’3” and weigh 125#. It is so painful to sleep on I am limping every morning for over an hour.
Calling Saatva they said I could get it repaired and it would take 4-6 weeks or pay 50% of the mattress replacement cost for a new mattress.
I understand both of these things - but 1. I didn’t expect the mattress to be end of life in just over 3 years, and 2. There is a significant defect and the solution is not hassle free.
I sent pictures of the divots and was told that this situation was escalated and that I would receive a call from the management team. That hasn’t happened. My hope is Saatva will replace this mattress at no cost or refund my money in full.Business Response
Date: 06/13/2025
We are pleased to inform you this matter has been resolved to the consumer's satisfaction.Customer Answer
Date: 06/13/2025
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
Date:04/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a matters and foundation on March 30, 2025 (Order #***********).
The order was delivered on April 10, 2025 but I immediately returned the foundation with the shipping company, because it did not fit the bed.
On the same day Saatva opened ticket ******* for a refund of $405.92, but after multiple follow up request, this is still not refunded after 2 weeksCustomer Answer
Date: 04/29/2025
Refund has been provided by the business to my satisfaction.
Please close this complaint
Initial Complaint
Date:04/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Saatva Classic Mattress on May 23, 2020 that was deemed defective due to sagging in case number ******* but the only resolution options provided were to repair it (which would take 6-8 weeks to process & several weeks to repair, during which time I'm supposed to...sleep on the floor?) or sink 50% of the original price for a replacement with a new mattress.
Both options are a terrible warranty resolution: repair means I get a mattress after weeks without one that may just be defective again, and replacement means I'm now involved in a mattress leasing ***** scheme that can also end up defective & sagging.
I'm not the only one who has experienced this, see other user complaints: ********************************************************************************************* *t's ridiculous that I paid more than $1k for a mattress that barely lasted over 4 years, instead of 10+, which saatva's own blog ******************************************************* says should be the standard:
"A mattress warranty should last for at least 10 years.
Ideally, you want a warranty that is not prorated. That means the amount of coverage you get doesn’t change the longer you own the mattress. Whatever you have to pay to repair or replace a mattress in year nine will be the same as you had to pay in year three."
Ironically, saatva's warranty is prorated with the percentage of the price expected to be covered by the customer incrementing every 5 years.
Seeking a free replacement, upgrade to king luxury firm with a reasonable price difference, or refund.Business Response
Date: 04/21/2025
We are pleased to inform you we have come to a mutually satisfactory resolution with the consumer.Customer Answer
Date: 04/21/2025
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
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Warranty is deceiving…We purchased the youth mattress for our special needs two-year-old when he transitioned out of his crib. We were initially very happy with the purchase and he transitioned into a regular bed very well. After about two years, a couple of the springs started to poke at the side of the mattress. It was only a few springs, so we didn’t report it right away (we’ve never had an issue with a mattress, so this was a new experience for us). That was a huge mistake. Apparently their “lifetime” warranty is a little deceiving. We are now at 2 1/2 years of mattress ownership and the condition of the mattress has deteriorated significantly. It is no longer just a few springs, but about 8 springs that are pushing through the side of the mattress and are very sharp. He’s a little kid, so the bed doesn’t have much weight sitting on it. They want $149 to repair it, per their “lifetime” warranty. We thought he would have this bed until his teen years. I can’t believe after two years, it’s already falling apart. Not only will it cost us $149 to repair it, it’s going to take six weeks. What are we supposed to do in the meantime? We don’t have extra mattresses laying around. This is the most ridiculous warranty I’ve ever seen. What a disappointment. I will never buy a mattress from this company again.Business Response
Date: 03/24/2025
We have contacted the consumer, who thanked us for our call and will get back to us at a more convenient time. We are hopeful that when we speak, we will find a solution that works for both of us.
We must politely reject the claim that our warranty is remotely deceptive. Saatva's "Friends for Life" warranty is clearly laid out on our warranty page with no "small print." We are very proud of it and stand behind it and our customers.Initial Complaint
Date:02/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Saatva mattress and the spring has came through one of the twins that I purchased. The representative advised they could repair it for $149, or replace it at a reduced cost. They also advised this only happens to 1% of mattresses. If that percentage is correct, it should be considered a manufactures defect and replaced without cost.Business Response
Date: 03/02/2025
We have been in contact with the consumer and are working towards a mutually satisfactory resolution.Customer Answer
Date: 03/11/2025
I did not have time to respond to the complaint. They offered to have the mattress replaced for $500. Although it occurs 1% of the time I don’t feel I should have to pay extra. I believe the mattress was $3,000 a few years agoInitial Complaint
Date:02/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Martin E******* **. Vice President of Customer Experience:
I am writing to request delivery of my $3,090.38 refund for the Zenhaven mattress, which did not provide a restful night’s sleep. A calendar month will pass today without reimbursement. The Saatva website promises a “no-stress returns” process. My experience has been the opposite.
Associate Gary C. processed my return by phone on January 14, on behalf of Mike P., the ********* viewing room manger, who generously waived the $99 fee. Ten business days passed, but I did not get a refund to my two credit cards.
I re-initiated the repayment process on January 30 with associate Hannah G. of the Paramus store by phone. She explained that my refund was not entered in the system. This time, I requested my refund by ACH bank transfer. Another ten business days passed without repayment.
********* picked up my mattress for recycling on January 29, and I have been without one since.
Thus, I am requesting a prompt resolution to this matter. Please mail a check to my home address. I should not have to wait for another processing period to elapse for remuneration.
Thank you for your time and consideration. I am looking forward to your reply.Business Response
Date: 02/24/2025
We are please to inform you that this matter has been resolved.
We thank the consumer for their patience and wish them all the best.
Customer Answer
Date: 02/24/2025
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
Date:02/10/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a mattress, adjustable bed frame and headboard-footboard back in November. Upon delivery the adjustable frame was the wrong size. The mattress and footboard-headboard sat in my dining room for over two months. Upon finally receiving the the right frame the delivery men said they would not put together the headboard-footboard as it was not on their paperwork. I had to wait several more weeks to have that done. After many calls they agreed to give me a refund of $200 which I have yet to see. Very poor communication and service.Business Response
Date: 02/14/2025
One of our Directors has apologized to the consumer for the inconvenience, and the matter has been resolved.
We thank her for her understanding and continued business.
Customer Answer
Date: 02/18/2025
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.I had filed a complaint about Saatva mattress. This has been resolved. I highly recommend their products.
Sincerely,
****** *******
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