great resolution
my experience with Saatva was great. I was concerned about an issue but a Saatva sleep expert solved my issue.
About Saatva
Data updated- Website
- www.saatva.com
- Category
- Home & Garden
- Location
- United States · Westport
- Status
- Unclaimed
- Last 12 months
- 89 reviews
- Replies to negative
- 39% (13/33)
Do you own Saatva? Claim this profile for free and start replying to reviews.
Is Saatva legit?
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.
What people say
Saatva Mattress/Quality vs Price
Saatva is easy to do business with. They are helpful and the 365 trial is great as well as delivery and having the hands to get it set up in your room. I give it a 2 star rating because of the quality for the price. We bought the classic Firm. It is going on 2 years of use and my boyfriend and I both toss and turn all night and wake each morning with excruciating back pain. It isn’t a flippable mattress so I keep turning it but the divets from where our bodies are positioned each night remain. We are not very heavy people both less than 150 pounds. For the money we spent I expected the mattress to stay comfortable more than a year. Saatva is a great company in their morals and values the intent in the review is to let those who live paycheck to paycheck know this might not be a well worth investment.
Purchased a mattress 9-25
Purchased a mattress 9-25, was told delivery in 7-19 days. Delivery window set for 10-4 to 10-13. Delivery window was then pushed to 10-18. E-mailed Saatva 10-17 and was called 10-18. Saatva said the delivery company wants to schedule for 10-27, 32 days after my purchase. No idea if the mattress is any good yet, but so far the experience has not been good and the person on the phone did nothing special to assist in the issue. Update: Saatva has gotten back to me multiple times apologizing for the inconvenience and also offered a $ accommodation which was never asked for but much appreciated.
I think it’s too soon, . . .
I think it’s too soon for a solid, informed opinion of long-term satisfaction, but will give my immediate thoughts on my new Saatva Classic mattress. First, everyone I either spoke to or emailed was extremely pleasant, knowledgeable and helpful. Delivery was within their estimate, and setup of new and removal old went quickly. As for sleep experience, that’s where I need more time. There is an acquaintance period; I’m in it and probably because of my age (84) it might take a bit longer than most for us to get used to each other. So far crawling in is a pleasure, I just need to adapt to not sinking into a giant marshmallow. It’s coming, I promise to update this in just a few short months. Cheers!
Ordering, delivery, mattress and customer service along with suggestions
Website was easy to use. Delivery men were great! :). Took a couple days for my body to get used to the mattress (luxury firm) but now I have never slept better. I actually wake up with NO lower back pain and this is after 10 years of pain. Think has to do with the coils throughout the whole mattress where other mattresses from other companies do not have coils in the middle of their mattress. Customer Service (CS)couldn't have been better. Their response time is under one (1) minute. No kidding. Call them. They might not answer but within one minute they have responded. The two CS agents Manuel P and Kevin are absolutely amazing. Suggestions were offered and taken. If I need an additional mattress I am going with Saatva.
Who knows? We haven't received it yet. Big failure!
We purchased the mattress 10 days ago and haven't received it yet, due to a comedy of errors. The store informed us that it would be delivered between September 2 and 11, so we planned on that. My partner went on a trip out of the country on September 8 but I was here to receive it. Then we got an email saying there would be a delay and we'd get it by September 16. On September 13, my partner sent an email notifying them of her absence and giving them my number. So far, good. The delivery company called on September 15 and I missed the call. I called back within the hour and the recorded message informed me that the office was open until 4 pm each day and to please leave a message. I was calling at 3:50 pm. So here is a major point of failure. Had the delivery company answered the phone until 4 pm, we could have scheduled delivery on September 16, the latest promised date and the date we wanted. I called back on September 16, first thing in the morning and was informed that "we don't do same day deliveries." So I was stuck with a delivery date of September 17 and I had a hard-to-get doctor appointment in the morning. So could they please come in the afternoon? "We don't guarantee; we'll call you back this afternoon with a two-hour window." I was worried. Meanwhile, my partner who was out of the country is still getting emails saying "we're trying to reach you to schedule delivery." Apparently, they didn't realize that I already had been called and we were trying to set it up. So I tried to call our Sleep Specialist at the Scottsdale store where we bought the mattress. Turns out her phone was not set up. That was the actual message although she was sending emails to us. I called the main number and found myself talking to Kevin in the New York City call center. Which store was my Sleep Specialist at, he wanted to know. So I conclude that the left hand doesn't know what the right is doing and I hung up. What a %*# show this is! There is clearly fault on both sides. On our side, we should have given them two numbers to begin with. On their side, they should have lived up to their original delivery date promise. The delivery company should have answer their phones until 4 pm as promised and not stopped working at 3:50 PM. The Sleep Specialist should have her phone number set up to receive calls. I hope we like the mattresses because so far, we haven't been happy at all with this complicated experience. A service failure, for sure. I'm not sure I can recommend Saatva. This experience really makes me wonder where this reputation of great customer service comes from. I don't feel that we are experiencing it. UPDATE: I received this nice reply, below, and am happy to provide our order number but how do I contact you, Kristel E? I went to your website and engaged in a fruitless chat with your AI agent. I do appreciate your reply. Please consider giving me some contact information.
Reply from Saatva2025-09-23
Hello, We have spoken to the purchaser of this order, who, according to the customer, is not the person who posted this review. We are pleased to share that we have reached a resolution that meets their satisfaction. Supporting them and making sure we provide an excellent experience is our highest priority. We wish them many years of restful sleep on their new Saatva mattress. Have a beautiful day. Kristel E. Director of Customer Satisfaction ------------ Hi Nancy, Thank you for being a valued Saatva customer. I am so sorry to read the experience you have shared. Your experience is not reflective of the excellent service we are committed to offering all of our customers. I would love an opportunity to look into this matter further; however, I was unable to locate your order. Can you kindly provide me with your order details to look into this further? I look forward to having an opportunity to speak with you soon. Take care. Kristel E. Director of Customer Satisfaction ---- Update: Hi Nancy, Thank you for your response. I received your order information from the chat that you engaged in yesterday. We will be reaching out to you today to go over your experience. Best, Kristel E.
Amazing customer service experience
I was supposed to be transferred to the Dallas Saatva location but was mistakenly connected to the New York City Viewing Room near Bloomingdale’s. Luckily, Alex answered instead of re-transferring me, and I’m so glad he did. He was extremely insightful, knowledgeable, and patient, answering every question I had in detail. I truly appreciated his professionalism and the care he took in helping me. Outstanding service!
Excellent Buying Experience
I discovered Saatva company only two years ago, but have since purchased 4 mattresses from them. Every single employee of this company has been courteous and professional, from the showroom experience, to answering questions, to ordering to exchanging a mattress. They put their customers first. I was astonished at how easy the exchange process was. I had previously ordered an 11.5" Classic Firm mattress for a second home and found it so comfortable to sleep on. When it came time to replace my 20+ year old primary mattress, I ordered a 14.5" Firm mattress, thinking it would sleep about the same. It did not, it seemed to bounce too much and be too soft for me and my husband. I called customer service, the very helpful lady said a small subset of people notice the firmness difference between the mattress sizes (because the coils are longer on the 14.5, so they compress more). I didn't need to justify myself, she just agreed that switching to the 11.5" would be a reasonable solution and processed it right away. Replacement mattress came in about two weeks. The delivery service they use (Justo) is also very professional and customer service oriented. It was a great experience working with this company.
5 Stars for Customer Service.
THIS IS AN UPDATE FROM MY PREVIOUS REVIEW. If I could give 5 stars for just customer service I would. I previously posted a negative review. I received a call from a Saatva representative who tried to address my problem. In the end, Saatva came through. I was pleasantly surprised in this day and age, but it's definitely a quality company.
Really excellent service
Really excellent service - fast response and amazingly accommodating. Highly recommended! Alyssa did a great job!
Hands down I think Saatva makes the worst mattresses ever!
Hands down I think Saatva makes the worst mattresses I have ever slept on!@ I am trialing the second one and I will not trial a 3rd. What they call Luxury firm is actually overly soft. In addition I can feel the coils of the bed digging into me. Whoever thought of designing the center of the bed to make your spine in better alignment was nuts. I weigh 140 lbs and my entire hip or rear sinks down into the middle of the bed. There is literally nothing comfortable about this bed. I can't wait for them to remove its and refund my money. This is not something I would get used to in a few months or a hundred years.
Reply from Saatva2025-06-20
Hello Catherine, We are sorry to read the thoughts that you have shared regarding your mattress experience. Our objective for 15-plus years has always been to thrill our customers with our Luxury products, and we are sorry if we fell short here. Comfort levels and any given mattress experience will be subjective depending on each person's personal preferences. While we are grateful to have a 95% success rate, we understand there are also 5% of customers for whom we are not the right fit. This does not make our mattresses bad, or you a bad customer. In these rare cases, our very friendly return policy is available for a full refund less the $99 handling cost. Please let me know if you need any assistance with your return, as I would be happy to further assist. We wish you the absolute best on your mattress search. Take care. Kristel E. Director of Customer Satisfaction
I have no complaints for the company, just who they contract their delivery service with.
I have no complaints for the company. Very helpful, kind, and exchanged my mattress with no hassles. They need to, however, check who they hire as their delivery crew. I had 2 personal items that have gone missing from my bedroom, and it could have allegedly been taken by someone from the first delivery crew. I was doing some dusting on my dresser yesterday and discovered a few things missing. I’m beyond angry. I wasn’t watching the first crew do their thing, just the second crew. I’m sure the second crew didn’t do it because I was watching them the entire time. However, I can’t prove it but all I know is the box with my item is now mysteriously empty and I've had that item since the early 90’s. The other item was taken from inside my top dresser drawer. So all I can say is watch whoever comes into your home like a hawk. Delivery was made last year sometime, so it’s too late to do anything about it.
It was a breeze to exchange my…
It was a breeze to exchange my mattress, as the first one wasn't firm enough. Their customer service is second to none!! I had a spring break in the replacement mattress and again, they made it so easy to get a replacement. I have never experienced such a wonderful product or customer service.
Highly recommend Saatva products!!
When we started to shop for a new mattress, I hadn't heard of Saatva. Then, I started my research and found that Saatva was listed as the best mattress product on a number of websites. We visited the Saatva showroom and were impressed with the quality of the Saatva products and the friendly, knowledgable staff. We placed our order and it arrived ahead of schedule and was set up quickly and efficiently in our home. We were so impressed by the quality, we decided to order the organic mattress protector. Unfortunately, I had difficulty putting in on. I sent an email to the company in the morning asking for advice and they responded with a call before noon. The customer service person, Samantha, was extremely helpful. She addressed my concerns and ordered a new protector and sent a return label to cover the costs. We received the new protector and it fits perfectly! I am so impressed by this company - amazing products and responsive customer service. I highly recommend Saatva and its products.
Exceptional Customer Service
I can't yet comment on the Saatva Classic luxury firm 14.5" mattress as I'm awaiting an exchange, but I can say that Saatva's customer service is exceptional. After less than a week of sleeping on the mattress, I called Saatva. I described my experiences with the mattress, and the representative immediately said that it sounded like the mattress was defective. She submitted a warranty exchange without a line of hard questioning or suggestions that I endure the discomfort longer. From this interaction, I can say that Saatva definitely stands by their product and, most importantly, their customers.
Return process seamless and fair.
Purchase the sofa mattress last year but wasn't pleased with the firmness of the mattress due to the way memory foam inhibited movement. I opted to return it. SAATVA made the return process super easy no argument no questions. The mattress was picked up and in short order I received the credit to my bank account according to their terms which meant full purchase price less a $99 return fee which is more than fair.
Would not recommend to a friend!
Mattress is not what description said, not comfortable for side sleepers edge of mattress has sunk down very disappointed would not buy another one should have returned before deadline date!
Reply from Saatva2025-04-16
Hello Bob, We are very sorry to read your thoughts regarding your experience with our products. We would really like an opportunity to discuss these concerns with you further, but we have been able to locate an order for you using the information you have shared. Can you kindly provide us with your order details in order to better assist you? We look forward to having an opportunity to connect with you soon. Take care, Kristel E. Director of Customer Satisfaction The Saatva Company
I found Saatva 5 years ago, no easy task...
Around 5 years ago, before the name Saatva Mattress name was known and before they had even one showroom in the U.S., I did a great deal of research looking into the fabrics, the amount and gauge of coils their beds were being made with, hoping to find a similar mattress which had giving me years of support and comfort, I could find none! What I found was the large commercial bed/mattresses companies were all being made in a similar way, by using lesser quality in construction and materials than beds made in the past. The big problem was although they were sold under different corporate names, they all were very similar with inferior construction and the use of synthetic material. I had known a few people having purchased mattresses from these different well-known companies, they all had the same complaint about the integrity of their mattress after a short time. So, I began contacting small/independent custom mattress businesses which produced the kind of bed I was looking for, however they came with a humongous cost. I continued my research until I found the bed which matched my criteria including the cost, which was similar to other beds on the market, it was Saatva! Of course, without having a showroom to try out the comfort I was quite concerned. However, after speaking with the representative from Saatva, who answered all of my questions on construction and concern on return policy, I felt comfortable with my decision to purchase. Had he not been so patient and truly concerned with my need for assurance, I doubt I would have made this purchase. It was handholding at its finest. There is not a night I don't look forward to getting into this bed or a morning waking up with positive thoughts about my bed from a comfortable sleep. At the time of my research, my friend was also looking to purchase a new bed, which I did not know at the time. His research gave me even more comfort in my decision as he too had zeroed in on the same choice being Saatva. I probably would not mention this except for the fact he knows about researching as a physician in medical research! I am glad to know there are now showrooms to make this process easier for others. It is no wonder Saatva is close or already is the number one best mattress to purchase. DC
Exception bed and experience
The bed was well made, and the customer service was outstanding. We bought the bed through the website without trying it. Unfortunately, it was not quite right for us. We have pretty unique needs for a very soft bed, and though their bed was very well made and comfortable, we had to send it back. Throughout the process, everyone was very considerate and understanding. I can't remember when I've worked with a company so focused on customer service. We had tried two other beds, and neither return or customer service was of the same caliber. And the other companies were far bigger names and more expensive. I'm pretty sure most people will not need to return their mattress. As I said, it was extremely well made and comfortable. We only returned it because we didn't know we needed a special orthopedic bed.
Tasha provided excellent kindness
Tasha provided excellent kindness, knowledge and was very helpful. She provided an excellent resolution in a couple of minutes. She went above and beyond what most companies do these days. Thank you!