Addressing Common Loom & Leaf Mattress Complaints

We took a closer look at the top Loom & Leaf mattress complaints to see how Saatva has addressed these issues and offer solutions to help you get your best night’s sleep.

By Rachael Harris

We had a great time performing our Loom & Leaf mattress review and have found that most customers love their Loom & Leaf bed. It’s made with high-quality materials (think quilted organic cotton cover and cooling gel memory foam), and has a more affordable price than memory foam beds from competitors like Tempur-Pedic.

Still, we like to get a well-rounded perspective on each mattress that we review, so we fished a handful of negative reviews out of an ocean of positive ones. A few Saatva customers have been disappointed by their mattress firmness level, delivery time, temperature, and warranty. We’re going to focus on those concerns to see how Saatva has addressed each one.


Most Common Loom & Leaf Complaints

Firmness Level

Some Saatva customers found their Loom & Leaf mattress to be too firm. The Loom & Leaf is offered in two firmness options: a relaxed firm version and a firm version. The relaxed firm is between 5–7/10 on the firmness scale, and the firm is an 8/10. 

Saatva says that the relaxed firm is the best mattress option for couples with different comfort preferences. It offers a blend of plush pressure relief and contouring support for all sleeping positions and body types. The firm option is better for stomach sleepers, back sleepers, and those who like to sleep “on top” of their mattress.

A few customers who ordered the relaxed firm mattress said it felt firmer than expected. Most of these reviews were in the 3–4 star category because the customers were impressed with the overall quality of the mattress and customer service but felt the relaxed firm model was more firm than medium-firm.

Fortunately, Saatva gives customers a 180-night trial period to test the comfort level of their new mattress. If you discover that the firm option is a bit too firm, you can exchange it for the relaxed firm option. Likewise, if the relaxed firm doesn’t offer enough cushion, you can return the mattress, thanks to Saatva’s return policy

Verdict

  • The relaxed firm Loom & Leaf mattress feels too firm to some sleepers, particularly side sleepers, lightweight sleepers, and those who prefer a plush mattress feel. It’s better for back sleepers, side sleepers, and those who like extra support.

Solution

  • Take advantage of the 180-night trial period. Sleep on your mattress for at least 30 days to let your body adjust. If you’re still experiencing back pain or discomfort, add a mattress topper, or return your mattress and consider a softer mattress.

ZenHaven

The Zenhaven is a two-sided latex mattress with an extra soft plush side and firmer side. During the trial period, Saatva will come flip the mattress for you, so you can test both sides.

Customer Rating
4.9 / 5
MA Score
8.6 / 10
Firmness

Soft side: 4-5/10; Firm side: 7-8/10

Trial Period

180 days

Saatva

The original Saatva mattress is available in plush, luxury firm, and firm comfort levels. The plush version is a top pick for side sleepers who need extra pressure point relief.

Customer Rating
4.8 / 5
MA Score
8.7 / 10
Firmness

Available in plush soft: 3/10; luxury firm: 5.5-6.5/10; and firm: 8/10

Trial Period

180 days

Layla

The Layla is another flippable mattress option. The medium soft side earned extra high marks for pressure relief, spinal alignment, and motion isolation.

Customer Rating
4.5 / 5
MA Score
8.8 / 10
Firmness

Soft side: 4-5/10; Firm side: 7/10

Trial Period

120 days

Delivery Issues

Saatva is an online mattress company, but they don’t deliver their luxury memory foam mattresses—or any of their mattresses—bed-in-a-box style. Instead, they partner with over 17 manufacturing centers and 300 delivery services across the USA to provide you with free white glove delivery and old mattress removal

A few customers have noticed roadblocks to a timely delivery. This is not uncommon for online companies that partner with delivery teams. Any number of issues can arise during delivery, including bad weather, disrupted communication, and literal roadblocks.

Fortunately, delivery issues were few and far between among Saatva customers, and every person who mentioned a delayed delivery also noted how well the Saatva team cared for them throughout the process. A few customers even received calls from VP level staff members.

When you order your Saatva mattress, their team will give you a delivery date estimate. Then, one day before delivery, you’ll get a call to arrange a four hour delivery window. If the delivery team is late, a Saatva rep will call you to either reschedule the delivery or process an order cancellation and full refund.

Verdict

  • Occasionally there are hiccups in the free white glove delivery service of your new bed.

Solution

  • Work with the Saatva customer service team to determine your delivery date and four hour delivery window. The team is very friendly and quick to respond, so you’ll be in good hands.

Sleep Temperature

Some customers felt that the Loom and Leaf mattress slept too warm. Most of these comments came from customers who gave 3–4 star reviews and were overall very happy with their bed. 

Memory foam requires body heat in order to soften up and contour to your body; however, it’s true that memory foam layers—especially high-density ones—tend toward heat retention. For hot sleepers, this can cause sleep disruptions and night sweats.

The Loom & Leaf offers several cooling features, including a breathable mattress cover and gel-infused foam. In our review process, our testers gave the Loom & Leaf mattress an above average score for cooling. Still, if you tend to sleep hot, you may experience discomfort on the Loom & Leaf.

Verdict

  • Memory foam mattresses like the Loom & Leaf can sleep too warm for some people.

Solution

  • Use cooling bed sheets and keep the temperature of your sleeping space a little lower than usual. You can also shop beds that are a bit cooler. Here are a few alternatives that we recommend.

GhostBed Luxe

The GhostBed Luxe is a Mattress Advisor top-rated cooling mattress with a near-perfect cooling score. It features cool-on-contact Ghost Ice cover fabric and a Ghost Ice foam layer with temperature regulating technology.

Customer Rating
4.7 / 5
MA Score
9 / 10
Firmness

Medium firm: 5.5/10

Trial Period

101 days

Brooklyn Aurora

The Brooklyn Aurora earned one of the highest cooling scores of all the mattresses we’ve reviewed. It keeps you cool with a temperature regulating cover, gel-infused comfort layer, and breathable coil support layers.

Customer Rating
4.7 / 5
MA Score
8.9 / 10
Firmness

Available in soft (3/10), medium (5/10) or firm (7/10)

Trial Period

120 days

Warranty

Warranties are notoriously tricky to navigate, and a few Saatva customers felt confused about their mattress warranty coverage. 

Saatva offers a 15-year warranty with your Loom & Leaf purchase (25 years for the Solaire and 20 years for the Saatva HD and Zenhaven). It covers more nuanced defects than most mattress warranties and is free of fees, except for a one-time $99 transportation cost for replacement mattresses during years 3–15 of the warranty.

When you buy a new mattress, pay special attention to which defects are covered and what actions can void your warranty. For example, using a bed frame or adjustable base that is not designed to support the full weight of your mattress can void your warranty. 

If you’re unsure about what could jeopardize your warranty, the Saatva customer care team is available 24/7, 365 days a year. They can answer all of your questions about what’s covered, what’s not, what can void your warranty, how to file a claim, and any other FAQs. You can also read our Saatva mattress warranty guide.

Verdict

  • A few Loom & Leaf owners are unclear about what voids their warranty and how to file a claim.

Solution

  • Contact the customer care team 24/7 by calling 1 (877) 672-2882 or using the chat feature on the Saatva website. You can also read our in-depth Saatva mattress warranty guide.

What We Love About the Loom & Leaf Mattress

We’ve had the chance to test the Loom & Leaf mattress in our sleep lab and can vouch that it’s comfy and functional. It provides good pressure relief, particularly for back and stomach sleepers, as well as great motion transfer, edge support, and lower back support.

It’s constructed with premium eco-friendly materials. All of Saatva’s memory foams and polyfoams are Certipur-US certified for low emissions, and any off-gassing we noticed was gone within 24 hours. They also use a natural thistle flame retardant and botanical antimicrobial treatment in the top layer

All Loom & Leaf customers get a 180-night sleep trial, generous 15-year warranty, free white glove delivery, and free shipping. 


Overall, there were hardly any Loom & Leaf mattress complaints; in fact, most of the one-star reviews were from customers who mistakenly thought one-star was the highest rating they could give! Additionally, most reviewers who ended up returning their mattress commented on how well the Saatva customer service team cared for them. 

There is no mattress that works for everyone, and you have six months to decide if the Loom & Leaf is right for you. Despite a few disappointments, most customers love their Loom & Leaf mattress, and if you have any questions or concerns, don’t hesitate to contact Saatva care reps.


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