Saatva (www.saatva.com) has a 3.6 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Home & Garden and its reputation is mixed. 20% of reviews are 1 star, a relatively high share; The business has replied to 39% of negative reviews; 89 of them were added in the last 12 months. Last updated 2026-08-11.
When you place an order, don’t expect to receive it when they tell you it will be delivered. I ordered a mattress topper, not a mattress. It’s been almost a week and I still haven’t received it nor has it shipped. The information that they gave me on the website about this order was not accurate. In this day and age companies need to understand that the service experience is just as important as the product. If you can’t fulfill an order within the timeframe you placed on your website you’re just setting yourself up for upset customers. And I’m one of them.
I bought one of their mattresses 2 years ago and I have no complaints. I just bought a twin and it just feels different. The edges don't feel solid...it is hard to describe but does not seem the same. But that is not my issue. I emailed them about the price dropping within 30 days of getting their mattress. Honestly, I just wanted them to send letter or acknowledging the lower price and I was going to send to credit card company. They proceeded to say we don't credit sales if you already got the mattress. That wasn't the question, but the guy on phone was adversarial and we just couldn't seem to talk about it. I just said whatever. I think this is the last time I buy from them again. First, I don't like price games.....but something not even really discussed is the quality seems off. But I chaulked it up as new and needs to be broken in. I don't know but "whatever". Last time
Being in our 60s my wife and I have slept on many different mattresses over the years, and we confidently rate Saatva as our number one choice. We purchased our first Saatva mattress in 2025 for our guest bedroom, and most recently one again this year. The quality and comfort have been consistently excellent.
During this most recent purchase, I accidentally ordered a California King when I actually needed a King. Saatva corrected the error immediately and shipped the correct mattress with no hassle or unnecessary red tape, which we truly appreciated.
Unfortunately, during delivery, the delivery crew accidentally damaged our expensive bed frame. I want to specifically recognize Beau Stevens from Saatva for his outstanding customer service. Beau acted as an effective and professional liaison between the delivery company and myself, staying in constant communication until the issue was fully resolved. His professionalism, responsiveness, and dedication were exceptional.
This level of customer service is rare today and is a major reason we continue to rate Saatva so highly. Saatva clearly stands behind both its products and its customers, and employees like Beau Stevens exemplify the company’s commitment to excellence.
M
MARCOPOLO · 4 reviews · Experienced 2026-01-22 ·
★★★★★
I had a great experience with Saatva
I had a great experience with Saatva, and especially with Ryan from customer service. Ryan was incredibly helpful and assisted me with everything I needed during the mattress exchange process. He was patient, clear, and very professional, and made what could have been a stressful process feel easy and smooth.
He took the time to explain all my options, handled the details efficiently, and made sure everything was taken care of from start to finish. Excellent service, great communication, and a very positive experience overall. Thank you, Ryan and Saatva!
K
Ki · 2 reviews · Experienced 2025-11-05 ·
★★★★★
Their customer service is top tier
Their customer service is top tier! They never gave up on trying to find the right solution for me, going above and beyond my expectations. I would highly recommend them and a special shout out to Kevin F. who suggested something that no one else suggested that really worked.
M
Mac Frampton · 4 reviews · Experienced 2026-01-24 ·
★★★★★
A perfect bed for me
A perfect bed for me, delivered with professionalism and courtesy.
J
John · 1 review · Experienced 2026-01-21 ·
★★★★★
Our experience with Saavta Mattress from purchase to delivey
Our experience with Saatva has been nothing but positive since we first contacted them. From Samuel P. in sales who was professional, personable and very helpful in us making the right purchase to the delivery by Planes Moving and Storage. The driver, Osvaldo Fernandez and his helper (didn't get his name) were at the end of a long day, yet they,, very cheerfully and professionally delivered our mattress and then hauled away the old one. From the start they were respectful and polite, offering to take their shoes off in our house. The last contact we had was with Jennifer who took my message and with whom it was so delightful to speak. Finally, the mattress itself. My wife and I love it and hope to have it for years. We purchased the King 14.5" firm and find it a good fit for us. We've had a great night's sleep since it was delivered. Great to see such quality products made here in America and know some great employees work for Saatva and other companies.
G
G Gleason · 1 review · Experienced 2026-01-15 ·
★★★★★
Great customer service at Seattle Store
Egypt was very nice, knowledgable about the options & she made the exchange process smooth & easy.
B
Bob T. · 10 reviews · Experienced 2026-01-06 ·
★★★★★
The warranty process took entirely too…
The warranty process took entirely too long. The constant back and forth, many emails. I finally gave up. Probably not Kevin's fault but he was the guy trying to close this ticket. The process needs to improve.
A
Andrew Paeng · 1 review · Experienced 2025-11-18 ·
★★★★★
I seriously regret buying from Saatva
I seriously regret buying from Saatva. The mattress showed up with a strong chemical odor right out of the box. The delivery crew didn’t provide white-glove service, didn’t bother with shoe covers even when asked, and honestly smelled terrible. Not exactly the luxury experience they advertise.
We filed a complaint right away, and Saatva agreed to exchange the mattress and give us a $100 credit. Cool — except a few days later the mattress literally sank. At that point, I requested a refund.
And here’s the kicker: instead of giving the $100 credit they promised, they deducted $100. So we ended up dealing with a bad product, bad customer service, and broken promises.
Bottom line: I would never buy from this company again. Poor quality, poor delivery experience, and they don’t honor what they say. Avoid.
C
Consumer · 1 review · Experienced 2025-11-20 ·
★★★★★
14 day warranty repair actual 35 days
Filed a warranty repair, told would take 10 to 14 days. Picked up November 20.
Waited several weeks and called customer service. Told mattress was repaired and in wharehouse for delivery. This was on December 12. Called almost daily as to when repaired mattress would be delivered.
Difficult to get through to customer service. Left messages unable to get a delivery date this went on for weeks. Delay, delay, delay with no firm explanation. Finally got word mattress would be delivered on December 29, 35 days after mattress was picked up on November 20, a far cry from 10 to 14 days as promised, no bed, stress, not a great experience. When delivery truck arrived on December 29 met delivery man at the door who announce I’m here to pick up your mattress, told him no your here to deliver my repaired mattress, told me I would be contacted, I called delivery company twice and finally got mattress delivery.
Poor communication all around. Had to pay $150 delivery fee.
Reply from Saatva2025-12-31
Hello,
Thank you for being a valued Saatva customer.
I am incredibly disappointed to hear about the situation you have shared.
I am the Director of Customer Satisfaction here at Saatva, please reach out to me directly with your order details at [email protected].
I’d like to review this situation to ensure it doesn’t happen again and to make things right for you.
I hope to speak with you soon.
Take care,
Kristel E.
K
Kent · 4 reviews · Experienced 2025-12-23 ·
★★★★★
We have these mattresses in both our…
We have these mattresses in both our homes I have back trouble one worked out the other one not so much but they made the return possible very easy
G
Guy Shearer · 3 reviews · Experienced 2025-12-17 ·
★★★★★
We replaced our old mattress 1 year ago…
We replaced our old mattress 1 year ago with a Saatva classic in luxury firm. The mattress slept fine for a while but now sags because my body has imprinted into it. I wake up every morning & hobble until my already bad back gets stretched out. Would not recommend for anyone with back issues.
Reply from Saatva2025-12-18
Update: We are still awaiting a response from the customer.
Thank you for taking the time to share your feedback, Guy. We’re truly sorry to read about your very rare experience and would appreciate the opportunity to discuss your concerns directly. Unfortunately, I was unable to locate your order using the information provided in this review. Could you kindly share your order details with me? You’re also welcome to send them directly to [email protected]. We hope to have the opportunity to speak with you soon.
Warm regards,
Kristel E.
Director of Customer Satisfaction
D
Dan Pederson · 2 reviews · Experienced 2025-12-15 ·
★★★★★
Repair: over 1 month still no mattress. Bedbug concern
We have liked our Saatva mattress, but after a few years the mattress began to come apart internally. We contacted Saatva and the mattress was sent to them so they could repair it under warranty. After well over a month and numerous calls to Saatva, we still don’t have our mattress back. For a while the mattress was understood to be lost and there was no indication of when or even if we would see it again. Meanwhile, I am sleeping in camping gear on my boxspring. I am considering giving up and buying another mattress so I can sleep well again and wake up without a sore back.
I’m aware of mattress recycling facilities becoming badly infested with bedbugs. I was hoping Saatva could assure me that they take steps to remediate bedbugs which may travel to the Saatva repair facility on used mattresses. I'm looking at an image of mattress construction on the Saatva website now; the mattress seems to have lots of good hiding spots for bedbug hitchhikers. Treating mattresses as they are received for bedbugs seems like it would be quick and inexpensive. I was told by Saatva that they do nothing to address bedbugs at their repair facility beyond rejecting mattresses on which they see bedbugs. With our mattress currently sitting in a repair facility with several other used mattresses from various unknown places, I'm concerned there is a risk of introducing bedbugs to my home from the Saatva repair facility.
My problems with Saatva are:
A) the mattress fell apart and
B) I resent that my wife has been calling Saatva for a month, but it wasn’t until I (a male) contacted Saatva that we seemed to get some progress towards resolution. What year is it?
C) Despite the friendly and apologetic Saatva people we spoke with, the post sale customer support system seems doomed by design. In a perfect world, Saatva leadership would be held accountable and not some poor customer service rep working under them.
The Saatva website indicates that Ron Rudzin is the Chief Executive Officer of Saatva.
Ron:
I'm wondering why there isn't an effort made to remediate bedbugs in used mattresses which enter the Satva repair facility and then sit next to a mattress you would send to my house.
I'm wondering why Saatva apparently doesn't have much of a mechanism in place for when things go wrong.
I posted the above review on the Saatva website and it is now gone. Are you curating reviews on the Saatva website?
Reply from Saatva2025-12-22
We want to start by confirming that the consumer has received their mattress and has stated they are satisfied.
For the record, the consumer contacted us regarding an issue with their 7-year-old mattress, which they chose to have repaired under their warranty. Unfortunately, a human error on our end led to the delay the consumer references in their correspondence.
We sincerely apologize for both the inconvenience caused by the error and the issue experienced in the first place. Regarding the consumer’s concerns noted below, we would like to clarify that Saatva does not use third-party repair facilities. All mattresses are produced in one of our U.S.-based factories, and we are proud to say we have never had a bed bug issue in our company’s history, thanks to our stringent procedures and standards.
Once again, we apologize that the consumer encountered an issue, and we are pleased that the matter has now been resolved to their satisfaction.
Kristel E.
Director of Customer Satisfaction
Excellent customer service! Earlier in the day, before I called Saatva, I was just telling my wife how much customer service overall has gone downhill. Then, when I called Saatva to exchange our mattress, I couldn't believe how friendly and helpful they were. The exchange process couldn't have been any easier as well. Highly recommend this company for your mattress needs!
I gave them poor ratings for slow delivery and comfort. So then the scam starts. They have a system that runs sales a tells you what to buy based on your responses. They. Charge a $99 service charge to swap plus the up sale 2300. Scam. Stay away
P
Paula Sotnik · 4 reviews · Experienced 2025-11-21 ·
★★★★★
Exceptional customer service!!
Exceptional customer service!!
I’d buy products again without hesitation!
M
Mary Lynn Dugan · 1 review · Experienced 2025-10-22 ·
★★★★★
Customer service was outstanding on…
Customer service was outstanding on both occasions that I called. The representative walked me through options for various items and wasn't rushing me off the phone. On a second call, I needed delayed delivery and the rep helped to coordiate this with ease. Finally, the rep helped me to use a promotion that I had gotten a month prior but wasn't available for the second purchase. All around, this company wants to make their customers happy and that is a rarity these days.
J
James · 12 reviews · Experienced 2025-11-07 ·
★★★★★
The mattress needs stronger sides
We realize you don't want our review on the internet but we had problems with our queen-size semi-firm mattress. We bought it during the pandemic,
The sides kept collapsing so we put wooden slats under the mattress. It helped somewhat but both sides are still weak. We are both normal weight.
J
Jeff Winchell · 1 review · Experienced 2025-11-04 ·
★★★★★
Byer beware
Byer beware! I have had my mattress replaced twice, and now they are blaming me for not having the right support, even though they installed the original and the replacement. They are blaming the faulty bed frame that no one had brought up on any other call. Mattresses only seem to last about a year, and they void the warranty without putting in the right support or explaining this properly. On top of that, they offered a discount to buy another bad mattress! Too Funny! Apparently, common sense eludes their customer support managers!
Quick follow-up - After speaking with upper management. They were able to look at this and get it resolved. Crazy that it would take that to get this straight, but thanks to a regional director for looking into this for me!
