Addressing Common Saatva Mattress Complaints
In this article, you’ll learn the most common complaints about the Saatva mattress, whether they’re fact or fiction, and some tips to avoid trouble and resolve problems.
Jun 8th, 2020 •
From custom firmness options to free white glove delivery, the Saatva mattress seeks to satisfy. But, no mattress is perfect, and Saatva’s Classic innerspring mattress is no exception. While this model has 4.9/5 stars on Saatva’s website, we noticed a few common complaints. In this article, we’ll cover 4 repeated grievances, along with solutions and alternatives. We’ll also let you know if we think the complaint is valid.
Before you read, we think you should know that Saatva has a strong customer service presence. Not only do customers repeatedly mention how attentive the customer care team was, we even rated it 9/10 for all of their mattress models. If you encounter a problem, don’t hesitate to reach out!
Like Saatva, most brands don’t restock returned mattresses, instead opting to donate them, so returns already cost the company the value of materials and manufacturing. Plus, transportation and handling costs can be expensive for items as large as a mattress. To prevent too large of a loss, several companies ask that you pitch in.
Saatva is already ahead of the curve by offering free shipping with your mattress purchase. Also, rather than asking for the full cost of return shipping, they require only a modest handling fee. Still, some customers were upset to pay an extra charge.
Related: Saatva Return Policy
Saatva does clearly request a $99 transportation fee for returns on their Return Policy page and again on their warranty page. We reached out to their customer service team to clarify their policies, and here is what they said:
- During the 120-Day Home Trial, you pay $99 for handling of returns and exchanges.
- For the first 2 years under warranty, you can get your mattress replaced at absolutely no extra charge, including handling fees.
- During years 3-15 of the warranty, you can opt to have your mattress replaced and re-covered for $99 shipping both ways.
- When asked if they charge a higher handling cost for customers in remote delivery regions, they said no.
Read More: Saatva Mattress Warranty
In all of these cases, Saatva went above and beyond to resolve their customer complaints. If you’re still concerned about return shipping costs, here are a few ways to ensure you get the right mattress the first time.
- Consult a mattress buying guide to learn more about the best fit for your weight, sleeping position, sleep environment, and budget.
- Familiarize yourself with Saatva’s return policy and warranty before buying.
- Speak with a customer service representative at Saatva, available 24/7. You can chat on their website or call (877) 672-2882.
- Compare the overall cost of a Saatva mattress to that of other mattress brands. By selling directly, Saatva is able to cut down their costs by over $1,000 without sacrificing quality. You may actually spend less by testing out a Saatva mattress during their 120-Day Home Trial and returning it than buying a more expensive mattress.
- If you happen to be in New York City, stop by their showroom at 969 Third Ave., New York, NY 10022 to try a mattress in-person before you buy.
Verdict: Saatva does charge $99 for mattress return handling costs.
Solution: Avoid the likelihood of needing a return or exchange by working with Saatva’s customer care team to find the right mattress for your needs. Also consider looking through a mattress buying guide before making your final choice.
Sagging mattresses can cause a lot of pain. Mattress companies do their best to design beds that don’t sag prematurely, but indentations do naturally occur over time. Since mattresses are designed to contour to your body shape, it follows that slight impressions will form where you sleep.
Related: Best Mattresses That Don’t Sag
Occasionally, Saatva customers have experienced an uneven mattress surface after years of use. This is especially rare for sleepers of average weight, but it does occur.
These average-sized sleepers should be supported by their mattress for at least a decade, but it’s worth noting that not every mattress works well for every body type. Shoppers who stand taller than most or weigh above average will experience the most comfort on a bed developed for larger individuals. A great example of such a mattress is the Saatva HD.
Divets in the mattress surface can cause lower back pain and disrupt your sleep. You can prevent body indentations from forming early in your mattress’s lifespan by rotating it head-to-foot every 3-4 months and once a month for the first 3 months.
In this instance, Saatva offers a 15-year non-prorated warranty. If you experience indentations greater than 1” during the first 2 years under warranty, Saatva will send you a brand new mattress. If you experience indentations during years 3-15, they will repair your mattress.
Saatva does their best to ensure that every customer gets the quality of sleep they promise. They even fully refunded one customer who experienced sagging on their original and replacement mattress. While this is definitely the exception, not the rule, rest assured that Saatva is committed to doing everything in their power to provide you with a top tier mattress.
Verdict: The Saatva mattress does, on rare occasions, sag or prematurely form noticeable body impressions.
Solution: Your 15-year warranty covers these issues.
This complaint is not directed toward Saatva, but toward the delivery company. Saatva is a relatively new mattress company, and new companies always experience growing pains. It’s clear that they have worked to address any delivery issues—on their website, most reviews about poor delivery are from 2017 and earlier.
One of the most common delivery issues was missed delivery periods. Still others struggled to find a delivery day and period that matched their schedule. Saatva repeatedly validated the complaints of their frustrated customers, assuring them that they would do their best to prevent future issues.
In the case of an incorrect or damaged item, Saatva has a return policy, and they are happy to work with you to find a satisfactory solution. One Saatva VP even shared her direct line with an upset customer.
You also have the option to refuse a damaged delivery; in this case, reach out to Saatva, and they will send you a new mattress at the earliest available delivery window. Alternatively, you can keep the mattress, notate the damage when you sign the driver’s delivery ticket, and then work with Saatva to exchange the mattress at no added cost.
In response to one customer’s lengthy delivery period over the holidays, Saatva worked with the delivery company to expedite the process and kept up communication with the customer through the whole process.
If you find that you can’t make your delivery period, Saatva will take the mattress back and help you schedule a new delivery time with no extra fees. You can also cancel your order and receive a full refund. To learn the best delivery days for your area, chat with a live Saatva customer service representative.
Verdict: In the past, Saatva has worked with some unreliable delivery companies, resulting in frustrating delivery experiences for customers.
Solution: Saatva has heard customer concerns, and is actively working to ensure exceptional delivery experiences for all of their customers.
A firm mattress is not for everyone. Back sleepers tend to prefer a firmer feel, while stomach sleepers and side sleepers need a little more cushion. Firm mattresses also appeal to those who like the feeling of sleeping “on top” of their mattress, rather than being cradled by it.
The Saatva Classic is an innerspring mattress, and innerspring support systems tend to run on the firmer side. Unlike individual coils, innerspring coils connect together to form one unit. This gives them the sturdy, bouncy feel people expect from traditional mattresses.
Some side sleepers experienced discomfort with the firm model. Those who prefer sleeping on their side need a mattress that provides cushioning and contouring around their pressure points. With the appropriate support, their body weight is distributed evenly. To help resolve their discomfort, Saatva sent multiple customers mattress toppers to add an extra level of cushion.
Remember that Saatva’s 120-Day Home Trial enables you to exchange your mattress for one with a softer firmness level. If you already have the plush soft model, try adding a memory foam topper.
If you’re a side sleeper, or just prefer an extra soft mattress feel, the Saatva Classic simply may not be the best Saatva model for you. In our lab evaluation, the Zenhaven and Saatva Solaire earned 8/10 for pressure relief.
Verdict: As an innerspring mattress, the Saatva Classic model runs a little firmer.
Solution: Exchange your mattress for a softer mattress firmness level during the sleep trial, add a mattress topper, or opt for a different Saatva model.
What’s Great About the Saatva Mattress?
Despite a few complaints, there really are countless positive qualities about the Saatva mattress and their company. Many mattress companies don’t offer white glove delivery at all, and of those that do, most charge up to $300 for the service. Saatva provides this service completely free of charge.
High-Quality Materials & Construction
For starters, the Saatva mattress provides excellent lumbar support and spinal alignment. Beneath the soft cotton cover, a plush euro pillow top comfort layer sits above durable coil layers. The combination is equally cozy and supportive. It’s offered in a wide range of sizes, including alternative sizes like California King and Twin XL.
Additionally, the Classic can be ordered in one of 3 firmness levels that work well for various sleeping positions:
- Plush soft (3/10): A thick pillow top layer cushions your shoulders, hips, and ankles.
- Luxury firm (6/10, also known as medium-firm on the firmness scale): Also known as the “Goldilocks” firmness level, medium-firm suits all kinds of sleepers. Specifically, stomach sleepers will experience an ideal blend of softness and support.
- Firm (8/10): Back sleepers and anyone with back pain will benefit from the firm mattress. It holds your spine in place from neck to tailbone.
In our lab assessment, the Saatva Classic topped the charts for spinal alignment and edge support. It also ranked fairly well on motion transfer and responsiveness. As an innerspring mattress, it naturally runs cool, and scored 8.5/10 on our coolness assessment. You can read our full Saatva mattress review for more information.
120-Day Home Trial
Saatva includes a 120-Day sleep trial with all of their mattress purchases. The trial starts when your mattress is delivered, and extends for a full 4 months. Any time during this period, you are able to receive a full refund on your mattress return—though we doubt you’ll want a return!
You are also able to exchange your mattress for a different firmness level or size during this period at no extra cost. The only expense you will accrue for returns and exchanges is a $99 transportation fee.
Saatva offers a generous 15-year non-prorated warranty for their Classic mattress model. In comparison, most companies only offer 10 year warranties. Saatva estimates that their mattresses will last 15 years, so the whole mattress lifespan is protected under warranty.
During the first 2 years of the warranty, Saatva will give you a new mattress in exchange for your defective one. During the final 13 years of the warranty, they will repair and recover your mattress at no extra cost to you except a $99 transportation fee. (Note: new mattresses received under warranty are not eligible for a new sleep trial.
Saatva is a luxury bedding company that uses eco-friendly materials in their mattresses and adjustable bases. Rather than polyester, they weave their mattress covers with organic cotton. Their innerspring support systems are made with recycled steel. The memory foam layers contain no formaldehyde and don’t off-gas in your home.
Even their flame retardant and antimicrobial treatment are eco-friendly. They use botanicals to repel dust mites and bacteria and natural thistle as a fire barrier. Their packaging is also special. The plastic casing used for shipping has breathable microholes to allow air in while keeping critters out.
All of their products are USA made and sold directly, which eliminates extra costs. That way, they can charge less for a product equal in quality to more expensive mattress brands.
Additionally, they give you free white glove delivery, meaning they will deliver and set up your new bed in the room of your choosing. They also provide old mattress removal, if you select it at checkout. If you’re a military member, you get $50 off your purchase.
Saatva sells multiple unique luxury mattresses that satisfy just about every type of shopper:
- Saatva Classic Mattress: a traditional innerspring mattress with supportive coil system and a plush euro pillow top
- Solaire Air Mattress: an air mattress with a memory foam top that can be customized to 50 different firmness options
- Saatva HD Mattress: a hybrid mattress that pairs durable steel coils and thick Talalay latex to support sleepers with larger body types
- Loom & Leaf: a memory foam mattress with two supportive firmness levels that provide superior pressure relief
- Zenhaven: a 100% Talalay latex mattress that sleeps cool and offers excellent motion isolation
Customers generally have great things to say about their Saatva mattress. We’ve covered a few of the top complaints, as well as how Saatva’s attentive customer care team helped to resolve them. Rest assured that sagging is covered under warranty, firmness levels can be adjusted, and the Saatva team is eager to help with any other issues you may encounter.
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