I purchased a Saatva Luxury Firm, based on the reviews and customer service. No issues with customer service at all - except they may be using excellence in customer management to cover up a bad mattress product.

It was imperative I find a mattress that doesn't offgas. I trusted Saatva and their wonderful CSRs. However, the mattress I ordered offgassed immediately and didn't stop. It offgassed a strong chemcially - pine like smell so strongly that it filled my entire house. The smell made me nauseous and didn't go away. After a week, I gave up and moved the mattress outside and told Saatva to pick up the stinker. Now it's a month later and the guest room where we put the mattress STILL SMELLS.

If you're looking for a mattress that doesn't stink, don't buy Saatva.

Also, the luxury firm is way soooo hard - it would be considered a "firm" mattress by any other brand. If you want a medium feel, you need to go with the soft version.

We were little worry to order this mattress online without trying it. I called the customer service to get more information. The gentleman on the phone was very polite and helpful. He answered all of my 100 questions with patient. What I loved about this company was that he didn’t even try to push me to buy anything. He simply just answered my questions and explained the differences between the mattresses and their policies. Couple nights later , my husband started to chat with them online, same thing they were answering all the question, We didn’t know if we need the base or not and how tall the mattress should be. My husband sent them 10 different picture from our bed so they can review it. Their manager checked the pictures and emailed us with the information we needed. I purchased the mattress and 10 days later we had it. We love this mattress. It’s very comfortable. Gives great back support but it’s not too hard to sleep on. The best thing is my husband doesn’t snore as much since we got this Mattress. I highly recommend to give them a try you won’t be sorry

We had 2 criteria for a good mattress for us: 1. It had to sleep cool and 2. There could be very little motion transfer.
The mattress is comfortable and relatively cool but the motion transfer is way too much for us in spite of being a king.
Getting the bed was not a problem and the customer service was good. Returning it is another story. I called for the mattress to be returned on 9/5/2014 and was told it would take a couple of days to process and someone would be calling to schedule a pick up date. As of 9/23 no one has called to pick up the mattress. I have called on 3 occasions and each time was told someone would be calling in the next day or two. Still nothing. We have ordered a new mattress (Aireloom) and are about to put this one out on the street.