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:12/09/2024
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.
Saavta bed company
I bought my bed approximately and 2019 since then I have had numerous problems with their ****** Style bed. The problem I have had is with the bladders holding air and just recently Saavta’s repair company came out and told me that the left part of the pump that pumps air into the left side of the bed which incidentally I’ve always had problems with. I do not believe it’s ever been the bladder this company I would never buy another bed from I’ve messaged them from ********* ** ********. They have reached out, but still I have not been able to resolve this problem with the lost air going to the left side of the bladder of the bed, the sheets are worthless because the top of the bed has two controls and the sheets constantly tear and I believe they say the bed is a queen size bed. I have another queen size bed that is not a softer. This bed does not have the room of a queen size bed. It’s more between a full-size bed and a queen size bed, which I believe is false advertising. I am Filing this complaint in good faith and hope to get this resolved.
Business Response
Date: 12/13/2024
We are pleased to inform you that one of our Directors has spoken with the consumer and that they have reached a satisfactory solution together.
Again, we apologize for the inconvenience the consumer went through and thank her for her patience with us.
Initial Complaint
Date:12/02/2024
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.
Dear Sir/Madam,
I am writing to express my deep concern and dissatisfaction following a recent visit to your showroom located at **** ****** ******* ************* **.
On Sunday evening, July 14th, 2024, between 5:30 p.m. and 6:00 p.m., I had the opportunity to explore your range of products.
However, after leaving, approximately 40 minutes into my drive out to dinner, I noticed a severe itch on my right arm, below my elbow, which soon developed into a rash with white pimples.
I had to treat the rash with OTC anti-fungal medication and I documented the progression of the rash with photographs.
Concerned, days later I was treated at a Medicenter, and referred to a dermatologist who prescribed additional medication for a fungal infection.
During the showroom visit, l recall the sales associate giving
me a sheer protective cloth that l
thought was to protect the mattress.
But, he chimed in to say: "No, it's to protect you".
At the time, in the moment, l didn't think much of the comment, until later when l developed the rash.
In light of this, l believed it was crucial to bring this matter to the attention of the Saatva Mattress management for the health and safety of their customers, and it was alarming to think that others could potentially be exposed to the same risk.
I reached out to management, to have the mattresses in question replaced, and suggested the showroom should undergo a thorough fumigation to ensure no other customers were put at risk.
But, when l reported it, and then filed a claim, their company was dismissive and their insurance company denied the claim by dredging up an (8) year old Class Action suit filed with my former employer, stating l showed a pattern, even though the symptoms were not the same.
In light of the discomfort, distress, and medical costs incurred due to this incident, I believe it is only fair to request some sort of compensation.Business Response
Date: 12/12/2024
We sincerely empathize with *** ******* regarding her reported skin condition and we are glad she was able to seek help to resolve her issue. However, we firmly stand by the cleanliness and maintenance of our Viewing Rooms, which are regularly serviced to uphold the highest standards of safety and hygiene for all visitors.
As part of our commitment to health and safety, all customers, including *** *******, are provided with single-use hygienic covers when testing our mattresses. Following her claim, the matter was referred to our insurance provider, who concluded that we bear no responsibility or liability in this case.
We extend our best wishes to *** ******* and consider the issue resolved.
Initial Complaint
Date:11/05/2024
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.
Saatva sends me daily advertisement texts. There is no option to unsubscribe. I called customer service and was told they have had a lot of complaints and she would “send it up”
I have reported this to ***** an ******* as junk and have tried to block Saatva all to no avail. I hope you can help.Business Response
Date: 11/17/2024
We are unable to find any record of contact from a consumer about the desire to stop receiving content with this name, email address, or phone number.
However, subscribers to our content can unsubscribe at any time. Every piece of content we send has an "unsubscribe" button included in it.
Initial Complaint
Date:10/21/2024
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 am a victim of the Saatva false marketing tactics. Upon discovering the company, I read hundreds of reviews on their website stating how wonderful the classic mattresses are for combination sleepers (back and side). I caved in and purchased a Saatva Classic Mattress, Queen : 14.5" Plush Soft, **** ********* The first delivery was horrible, the third party company they worked with sent a man who smelled of heavy cigarette smoke to deliver the mattress. The mattress looked dirty/old and used. I reached out to customer service regarding the complaint and they ensured a replacement. When the same delivery person came the second time around, he tried to intimate me and asked why did I filed a complaint about him to the company and he sarcastically put on his gloves, repeatedly told me he has gloves on this time. It was honestly disgusting behavior and I should have just returned the item then for a full refund.
Moving forward, we felt the mattress was way too firm/hard even though it is "luxury plush". It caused back pains for my spouse and I. Customer service then suggested sending a foam topper to ease into the "breaking in" period. However, it's been more than a year of using this mattress and reaching out to customer service multiple times, I am now having to deal with more back pain. So bad that I've had to go to Chiropractors for answers, and they confirmed it is sciatica triggered by usage of a poorly supported mattress that doesn't allow my spine to properly sink in. Because of this, I've developed excruciating back pain and have debt more than $3k on physical therapy, medications, etc. Sharing so it doesn't happen to other folks. It's better to invest in a high quality mattress than to believe the online reviews for Saatva. I am stuck with this mattress and topper, can't afford to spend more money on another mattress, on top of what we've already spent (everything is more expensive now). It's honestly been a nightmare, I would not wish this on anyone!Business Response
Date: 11/01/2024
While we are sorry the consumer did not enjoy her mattress and chose not to return it during the 365-night trial period, this doesn't mean Saatva did anything wrong.
We are pleased to report that we have spoken with the consumer and reached a solution she is happy with.
We wish her all the best!
Customer Answer
Date: 11/07/2024
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:10/17/2024
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 am receiving NUMEROUS emails, I did NOT subscribe to them, nor do I want them, cease sending them NOW, and provide how you obtained my information, and why you are sending unsolicited emails to me!Business Response
Date: 10/23/2024
Saatva will only send content to those who have agreed to receive it by signing up for it directly with us or through an affiliated third party. Once someone no longer wants to receive our content, they just need to unsubscribe.
We have unsubscribed the consumer using the email he contacted the BBB with.
We are sorry he felt inconvenienced and wish him the best.
Customer Answer
Date: 10/24/2024
Complaint: ********
I am rejecting this response because:since I NEVER subscribed, your response is a LIE
Sincerely,
****** ******Business Response
Date: 11/07/2024
Once again, we apologize that the consumer felt inconvenienced by receiving our content. That was never our intention.
Without becoming argumentative, he had to have given permission in order to have received the content.
He has been unsubscribed and we wish him the best in all things going forward.
Customer Answer
Date: 11/07/2024
Complaint: ********
I am rejecting this response because:You never explained why I was on your list, I **NEVER** subscribed to.
Sincerely,
****** ******Initial Complaint
Date:10/16/2024
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.
Ordered on: October 7, 2024 a mattress for $4,002.31
On Friday October 11, 2024 I was informed the mattress is at warehouse 25 miles from my home with the delivery company
Today Tuesday October 15th. I have been told the mattress will be delivered on October 25th.
Why does it take 10 days to deliver from ******* ** to ******** **.
I really like to get it delivered ASAP. 10 days is too long and is ridiculous!
I'm willing to pay extra to have it delivered ASAP so I can sleep better. (My back hurts).
I spoke with Rodney from Saatva on October 15th and they will reach out to the delivery company.Business Response
Date: 10/21/2024
We are pleased to inform you that the consumer's premium luxury Zenhaven mattress was delivered to him on 10/17/24, ten days after purchase, and well within the nine to eighteen day quote we provide.
We hope he is enjoying his new Saatva and that it brings him many years of great nights' sleep!
Customer Answer
Date: 10/21/2024
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.Again, Thanks to BBB so Saatva expedite the delivery instead of having me hanging an extra 10 days.
Sincerely,
******* ******Initial Complaint
Date:09/25/2024
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.
Saatva failed at every level to deliver a mattress on-time as promised. They failed to provide timely delivery updates. Their sub-contractor gave less than a day’s notice before “scheduled delivery,” and then failed to deliver between 2:00 PM and 5:00 PM on 24 September 2024, as promised. I received no updates when the delivery was running late, and no one answered the sub-contractor’s phone when I called the delivery company, twice. First, when the scheduled delivery time expired, and again 20 minutes later. Both calls went unanswered, and no proactive updates were provided by either company regarding the status of my delivery.
I then called Saatva, and informed them about the issue. After several conversations back and forth with them, I informed them that if the mattress wasn’t delivered by 6:00 PM then I was canceling the order. Saatva called back at 5:56 PM and told me the mattress would be delivered in the “next couple of hours.” I told them that was unacceptable and canceled the order.
One hour and ten minutes after the scheduled delivery time had expired, I received a call from the driver stating that he was 20 minutes away. I told the driver he was too late and I had already canceled the order. This level of delay, combined with the lack of communication from Saatva or their sub-contractor, is unacceptable. Now I’m stuck with two very expensive Saatva pillows and a mattress cover I do not need nor want.
Saatva’s token $100 compensation for my “inconvenience” is an insult. This company wasted over fours hours of our day and and caused much stress and anxiety for both myself and my wife.Customer Answer
Date: 09/27/2024
The company and I have reached an accommodation.Business Response
Date: 09/28/2024
As the consumer stated in his complaint, the in-home white-glove delivery team was running late, so he decided to cancel his order, as was his right.
While we are sorry the delivery would have occurred approximately 90 minutes later than scheduled, this does not entitle him to $500 in compensation on top of his full refund.
We wish the consumer the best.
Initial Complaint
Date:09/25/2024
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.
This mattress was purchased in part due to the claim of longevity, Saatva states their products will last 10-15 years if properly maintained. After 27 months, this mattress has lost it's comfort because it caved in and completely sinks in the middle with the slightest pressure applied. It is unusable.
Contacting Customer Service was also of no help. All they state is "this is our policy." The "lifetime" warranty options are a complete and total joke once you pass the one year mark. It is clear that they are not looking to keep customers happy but they are only attempting to get you to spend more money on a replacement mattress by offering you a new product at 50% discount once the product has failed. If you do not want to make a new purchase, you will be WITHOUT a mattress for 6 weeks to utilize their "repair and recover" Friends For Life Option. This policy makes no sense while being asked to pay $149 to be WITHOUT a mattress during this 6 week timeframe with no replacement option outside of new purchase (offered at a discount).
This is a complete and total sham warranty for a company claiming to have high quality products that will last a decade but instead, they are completely strategic with their time frames as they know when their products will begin to fail. The mattress I purchased is unusable after 27 months of normal use and proper support/bedframe (as dictated by Saatva). Saatva is aware that their mattresses have a significant and well known issue to sink and cave - it is the primary complaint for their products from people who purchase these mattresses. They intentionally make their warranty impossible to utilize so you are forced to purchase a more expensive replacement item that will have the same issue ~24 months later or you are stuck paying them to be without a mattress for 6 weeks.
This mattress was a complete waste of money and the warranty is intentionally set up to force an additional purchase instead of addressing the problem.Business Response
Date: 10/07/2024
We have called and emailed the consumer multiple times in an attempt to resolve this matter.
We look forward to speaking with them and will follow up with the BBB afterward.
Initial Complaint
Date:09/12/2024
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 had a very bad experience when I ordered a crib mattress for my baby through Saatva’s online store.
When the mattress arrived, there were hard coils sticking out of it. I called customer service and they told me that it was a manufacturing issue and that it would take 30 days for them to send a replacement. Since I couldn’t wait that long without a place for my baby to sleep, I told them I’d just do a return and would like to coordinate a pickup. However, they refused to pick up the faulty mattress and told me I’d need to carry it to a *** store in order to receive a refund.
It was quite an ordeal trying to carry the mattress to a *** store but I did it and yet still have not received a refund. I also never received the crib sheets that I ordered to go along with the mattress.
All in all: terrible experience. Terrible product. Terrible customer service.Business Response
Date: 09/20/2024
We want to start by apologizing to the consumer again for her mattress arriving in less than pristine condition and for the inconvenience it caused her.
When we were notified of the issue, our representative mistakenly told the customer that replacement would take 9-18 days. Minutes after speaking with the customer, she realized her mistake and contacted the customer to say that replacement would only take 5-8 days. The consumer decided, as is her right, to return the mattress.
The consumer later contacted us, stating that she found the return process too onerous, so we instructed her that we would not require it back. Within a few days of her notifying us that she wanted to return, the customer's credit card was refunded in full.
Again, we are sorry for the inconvenience and to have lost the consumer's business.
We wish her the best in her new mattress search.Customer Answer
Date: 09/24/2024
Consumers should be aware that Saatva features a "Reviews" section on each product page of their website. After I received a defective mattress with protruding coils and faced difficulty returning it, I posted a review detailing my experience, which Saatva promptly deleted. A week later, still without a refund after returning the mattress, I posted another review, which was also removed. As a result, any consumer visiting Saatva's site, as I initially did, would have no way of knowing there are issues with their products or customer service.
This practice is highly misleading and reflects dishonest marketing on Saatva's part.
Customer Answer
Date: 09/24/2024
Complaint: ********
I am rejecting this response because:Consumers should be aware that Saatva features a "Reviews" section on each product page of their website. After I received a defective mattress with protruding coils and faced difficulty returning it, I posted a review detailing my experience, which Saatva promptly deleted. A week later, still without a refund after returning the mattress, I posted another review, which was also removed. As a result, any consumer visiting Saatva's site, as I initially did, would have no way of knowing there are issues with their products or customer service.
This practice is highly misleading and reflects dishonest marketing on Saatva's part.
Sincerely,
******* ******Customer Answer
Date: 09/26/2024
Saatva has significantly misrepresented the situation, including the following details:
- The customer service representative informed me that it would take 5-8 business days to process a refund, not to issue a replacement. I requested that the mattress be picked up instead of having to return it to a *** store, but she never responded to my email.
- Contrary to their claim, Saatva never instructed me not to return the item. On September 6, they sent me return paperwork and then stopped responding to my emails.
- After returning the item and receiving neither confirmation nor a refund by September 12, I filed a complaint with the Better Business Bureau. Only then did they issue the refund.
- Additionally, I left two reviews on Saatva's website—one on September 6 detailing the faulty mattress and another on September 16 after noticing my initial review was deleted. Both reviews were removed by Saatva.Consumers should be aware that Saatva is misleading them with "Reviews" on their site, which are clearly edited or fabricated. Furthermore, they only responded to my emails and processed the refund after the issue was reported to the Better Business Bureau.
Initial Complaint
Date:08/28/2024
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.
Saatva wont respond to my calls i bought a VERY expensive adjustable frame and it doesnt work i need them to help me get it working.Business Response
Date: 09/06/2024
We are happy to inform you that this matter has been resolved to the customer's satisfaction.
We apologize again to the customer for the issue with the premium adjustable base and thank her for her patience while it was rectified.Customer Answer
Date: 09/06/2024
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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