Complaints
This profile includes complaints for Saatva, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 95 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:09/08/2025
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.
Ordered a bed on 8/16/25 for my 91 y/o mother who just broke her pelvis. . The bed was delivered on 8/30/25and the adjustable frame was non-functional. Felt to be secondary to the AC/DC adapter. Reached out to the Co immediately. I’ve contacted their service department two additional times. Rep saying, they have not heard from the manufacturing plant about the new part. I still have not received the replacement part and have been told that I cannot exchange the bed or return the bed frame. I asked that they expedite the replacement part as I need to have a functional bed by early next week as I’m moving my 91 year-old mother into assisted living.
They basically told me I needed to manage my expectations. Adjustable
Bed frame cost $1045.00&tax
Business Response
Date: 09/19/2025
We're pleased to inform you that this matter has been resolved to the customer's satisfaction.
We apologize again that there was any issue with the base, and hope the customer's mother is enjoying her new Saatva.
Business Response
Date: 09/19/2025
We're pleased to inform you that this matter has been resolved to the customer's satisfaction.
We apologize again that there was any issue with the base, and hope the customer's mother is enjoying her new Saatva.
Initial Complaint
Date:09/08/2025
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.
Nearly six months ago a mattress from a Saatva bed failed to hold air. The first two months no one responded to the issue despite calling twice a week. I called sales and someone there has made two attempts to fix and all have failed. There was no fixing that mattress. A replacement was sent that was clearly a return and the mattress fails to hold air. 6 months and 10k later my spouse has resorted to sleeping on the couch.Business Response
Date: 09/19/2025
We are happy to let you know that we are in the process of resolving this matter with the consumer.
We sincerely apologize for the issues with the mattress. We must clarify that the customer was not sent a used mattress. Saatva never has and never will send out a used product.
Again, we apologize for the experience the customer has had so far, and thank them for their patience with us and for allowing us to make the situation right.
Business Response
Date: 09/19/2025
We are happy to let you know that we are in the process of resolving this matter with the consumer.
We sincerely apologize for the issues with the mattress. We must clarify that the customer was not sent a used mattress. Saatva never has and never will send out a used product.
Again, we apologize for the experience the customer has had so far, and thank them for their patience with us and for allowing us to make the situation right.
Initial Complaint
Date:08/29/2025
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.
It really pains me to write this review, because I wanted to love this bed so much. However, the Saatva warranty feels like smoke and mirrors. When I bought my mattress, the promise was that it would last “a lifetime” and that any issue would be handled with ease. Instead, here I am, less than three years later, dealing with a sagging bed. I wake up every morning sore, with my back and hips aching.
When I reached out to Saatva, the options I was given were either to ship the mattress off for a lengthy repair process that could take 6–8 weeks (where am I supposed to sleep in the meantime?) or to pay 50% of the original price to replace it. Neither of those is what I’d call “hassle-free.” I even visited the store in *** ********* this week, trying to seek a better resolution, but each time I was told I would have to spend at least $1,300 to replace the mattress. Even if I paid that, will the next mattress have the same issues? Am I in an endless lease loophole where I have to shell out $1000 or more every few years?
I didn’t expect a mattress at this price point to start breaking down so soon. I even paid extra for the Protection Plan; was really hoping for a better resolution.Customer Answer
Date: 09/06/2025
Saatva contacted me today and I am pleased to let you know that they have resolved this issue for me. I am satisfied with the outcome.Business Response
Date: 09/08/2025
We are pleased to report that this matter has been resolved in a mutually satisfactory manner.Customer Answer
Date: 09/08/2025
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:08/26/2025
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.
Request for Partial Refund Due to Mattress Defect Causing Back Pain
Dear Saatva,
I’ve been using your mattress for almost five years. However, about a year after purchasing it, both my husband and I began experiencing persistent back and leg pain. At the time, we didn’t suspect the mattress as the cause, but over the years the pain continued to worsen.
Whenever we travel and sleep on different mattresses, our pain significantly decreases or disappears completely. This made us start questioning whether our mattress was contributing to the issue.
About a year after , I began rotating the mattress regularly to maintain its shape. Since then, my back pain has worsened noticeably, and my husband started developing leg pain. We recently discovered a noticeable hump in the middle — or slightly off-center — of the mattress. When this hump is positioned closer to our heads, the discomfort becomes much more severe.
We now strongly believe this defect is causing our pain. I visited your website to check the newer version of this mattress and noticed that the hump no longer appears to be part of the design. This leads me to think it may have been a known issue that has since been corrected.
I have already spoken with two customer service representatives about this issue. They asked me to take time to consider my request. I also spoke with Eric, the night product manager, who was not helpful and professional.
Because of this, I’m kindly requesting a partial refund — ideally half the cost 900$ -so I can purchase a new and different mattress. I do not want a repair or replacement. I am willing to return the mattress to you so your team can investigate and hopefully use the findings to improve your product quality in the future.
Thank you for your time and understanding. I look forward to your response.Customer Answer
Date: 09/08/2025
***** *******
***** ******* ********* ** **** ***** **
*** ****
******** ******* **** *******We appreciate your support in addressing our concerns. The complaints have now been resolved. A representative from Saatva company called, and we are satisfied with the resolution provided. Thank you!
**** **** **** ******* ******************
Initial Complaint
Date:08/21/2025
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 bought a king luxury firm mattress back in 2020 after doing months of research. I’ve never been fully satisfied with the mattress but now I’m completely dissatisfied with the mattress AND company itself. I started feeling several springs popping every time I move. I’m 5’4” and 135 lbs and my partner weights maybe 170lbs, so it’s not like we’re big. We also rotate our mattress every 6-8 months. It’s at the point where I’m extremely uncomfortable and I’m now only getting maybe 3 hours of sleep at night because of it. I’m a light sleeper as is so anything wakes me up. The review below is right, their warranty is misleading. I bought a Saatva mattress because I read that if there was ever a problem, they would take care of it no problem. Hassle free. Lifetime warranty guaranteed. That is not the case. I reached out to customer service only to be told that they could either come pick up my mattress and take it to a factory for several weeks to rip it open and replace the springs for $150 or I could buy a new mattress for 50% of original price. I don’t have another bed to sleep in for 6 weeks. I could understand paying $150 for them to bring a replacement mattress in if they can confirm the old mattress is defective but not for them to rip my $1,700 bed apart because there is an unusual problem and the mattress I bought is defective. It’s not right.Business Response
Date: 09/04/2025
We have reached out to the customer in an attempt to discuss and resolve this matter, but have not heard back as yet.
We will update the BBB as soon as we make contact.
Thanks
Initial Complaint
Date:08/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Company promised “white glove” delivery service of both our mattress and bedframe ordered - which is why we spent almost 8,000$ for such items. They showed up this morning with just the mattress and no bed frame. Extremely disappointing - we even tried to contact the company for resolution, and they said they weren’t sure and had to reach out to management and would call back in an hour or two (this was at 8:30am this morning). It is now 4pm with absolutely no resolution.
In preparation for this delivery, I missed a full day of paid work, used up one of my non paid time off days, broke down and completely cleared the old bed frame/mattress, and slept on the floor for this delivery. Now I am bed-less with no resolution and no confirmation that the company knows where our 3,000 bedframe went? Terrible.Business Response
Date: 08/20/2025
We are pleased to report that we are in the process of resolving this matter to the customers' satisfaction.
Once again, we apologize to the consumers for an experience that was not up to our own very high standards, and appreciate their allowing us to make it right.
Customer Answer
Date: 08/27/2025
The matter has now been resolved to our standards. While it took time (two weeks), we now have been finally delivered a not broken bed frame that has been put together. Everyone we have spoke to has remained professional and we also received further discount for the substantial delay and the non working part of our bed frame. We are satisfied with the complaint resolution.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,
****** ******
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