Updated Review from formerly upset customer….

Had some issues with scheduling the delivery time for my Loom and Leaf mattress, contacted the company through email and phone. The following day, received a call from one of their executives with an understanding ear and solution to my problem. He followed up with the delivery company and made sure that they were able to accommodate me and delivery was made as promised. I received another call soon after the delivery to make sure that everything went as scheduled and as promised. What a great way to turn around what could have been a bad experience. Great personal customer service and they followed through with a practical solution that left me satisfied. They made me feel as if I was their only customer. Great service!!!

My wife & I purchased 2/ea Luxury Queen mattress sets May 2015 from Saatva. My wife had been sleeping on an Aerobed queen mattress for about 3 years as she had been having back & neck pain issues. I had continued to sleep on our old King spring mattress set purchased in 1995. My King bed had reached it's life's end probable several years ago with hills & valleys, the box springs collapsing.
We decided that we both needed something new. We are retired and on a fixed income so whatever we purchased would need to last. We did not want to sacrifice quality for price and have had quite enough of the trips to the bed stores to hear a new story as to why I should buy each company's beds.
As I was surfing the web for reviews I stumbled across Saatva reviews on other sites and was intrigued by them. We continued our research for two weeks watching video reviews and speaking to Saatva. OK we were very skeptical of purchasing a large ticket item like a bed set on line but were overwhelmed by the reviews as well as the conversations we had had with Saatva. (Just a note here: we communicated with Saatva at first by live chat documenting all conversations, that grew into live phone calls which were all documented by follow up e-mails. Anyway; after two weeks of research and my guess over two dozen phone calls, My wife & I decided to take the plunge and we purchased 2/ea Luxury Queen mattress sets. Both sets had the 14-1/2" mattress and both were ordered with the 8-3/4" foundations. Believe me we measured multiple times to verify the heights requirements that we wanted.
We purchase the metal bed frames from Walmart at $42.00 (delivered price)each of these frames had the same design as Saatva's frames along with a 7th support wheel and were a fraction of the cost. I asked Saatva customer service if I was required to purchase the frames from Saatva (I did not want to void any warranty) and Saatva advised me that I could purchase the frame from anywhere. The only recommendation Saatva gave me was that the frame I was to purchase was to have a vertical (head to foot)center metal support bar as there's does.
Upon receiving both mattress sets within 10 business days we both realized that we had made a terrible error in deciding on the taller beds. We both had a horrible time getting into the beds and getting out. My wife actually fell out of bed in the middle of the night trying to get to the bathroom and although she did not break any bones she was bruised and banged up pretty bad. (The mattress comfort will be discussed later in this review. ) I was uncertain as to what to do as I was responsible for ordering the dimensions of both beds and yes Sattva even called me prior to manufacturing both beds to verify that I actually wanted the larger dimensions. I told them yes, I had measured several times and was sure.
To my amazement the customer service person without hesitation advised me that Saatve would be willing at NO CHARGE TO ME! to exchange the 8-3/4" foundations for 4-1/2" foundations to see if that would rectify the height issues.This would lower the bed's height by 4-1/4" Saatva would deliver two new foundations and pick up the larger foundations at NO CHARGE! I was a bit baffled as I explained to him that I knew I had ordered this incorrectly and was my fault not theirs & I expected to pay some penalty for this error. I was advised that regardless Saatva would rather take the financial loss then to stick us with products that we were not completely satisfied with. I was flabbergasted and accepted his offer to exchange.
Within 10 business days we received delivery of the shorter foundations(did I mention there was no additional delivery or pick up charge) We both immediately found the height to be GREAT! this is the size we both had really wanted.
So now onto the beds review:
My wife and I had tried twenty or so beds in the stores and nothing we tried came anywhere close to the comfort we experienced on these beds. Now after several weeks of sleeping on them we are happier then we thought we would be. I will also say that we both purchased new pillows as this also makes a difference on how we sleep.
We all know that everyone has there own quirks in sleeping and how they sleep and buying a new bed is a very hard thing to do because of what we are used to. However... This entire experience has been nothing short of wonderful. From the live chat customer service to the telephone calls to customer service to the I have a problem call I made. Every step of the way Saatva made this a wonderful experience. There were no high pressure sales, no special deals, no discount codes or coupons...just the price and here is what you will get for it.(I should mention that I am a Veteran and got out of the service in 1981) and for being a Veteran I did receive a $50.00 discount off the total purchase price. Again thank you Saatva...
I guess what I am trying to say to all review readers is that this experience is quite new to myself and my wife and we have never been treated this way before. We both recommend not just the beds but the company as well... This new concept of no brick & mortar high pressure sales no showroom B.S. just us and here is what we offer... We can't say enough.. American made...
I suggest to all that are considering new beds, do yourself a favor, don't rush. Do your homework,verify everything and document your communications regardless of who your are doing business with. I personally can't guarantee that you will be as happy with your product as we are. I can only pass along our experiences.
My wife and I have reviewed this mattress and the company along with the employees and we rate 10(ten) stars.
We will continue to update our reviews every 6(six)months or so as to assist in the beds performance.
Good bed hunting to you all hope your experience will be as wonderful as ours was.
Just a note: We originally ordered the beds 5-28-2015
June 8,2015 was the original delivery
June 10,2015 was the exchange confirmation
June 24,2015 was the exchange delivery
As of this review entry July 27, 2015 my wife & I are completely satisfied with the beds we have purchased. We have been sleeping on them now for approx. 6-7 weeks and we are both completely satisfied that we made the right decision. We hope that this review of the Saavta product as well as the company will assist you in making the decision that will be right for you.
My original Saavta review on Saavtas web site can be found at the following link
http://webcache.googleusercontent.com/search?q=cache:znVQtsmIgT8J:www.saatvamattress.com/saatva-mattress-reviews%3Fpage%3D36+&cd=21&hl=en&ct=clnk&gl=us
It is a snapshot of the page as it appeared on Jul 3, 2015 03:06:33 GMT.
The current page could have changed in the meantime.
Sincerely,
David & Vickie Muskin

Ok, this is long and I apologize but its quite a story. My brother bought a Saatva mattress and was very pleased so I decided to give it a try.

I ordered a queen luxury firm and received immediate response from Saatva regarding shipping and the processing of my order.

Several weeks later I was contacted by the delivery company and this is where everything collapsed. They scheduled a delivery of the new mattress and pickup of my old on a Friday. When they arrived on Friday they took my old mattress and went to leave without providing my new Saatva. They were an hour late so by now it was 3pm and when I questioned their error they went outside to call their office and informed me that the new mattress was inadvertently not put on the truck and they were told to only pickup. So I tried to contact the delivery company and no one answered, nor responded to my email. We waited 30 minutes and then they had to bring my old mattress back inside and they left.

On Monday I could not get a response from the delivery company after multiple emails and calls and I contacted Saatva directly for help. Within ten minutes the delivery company called to say that my new mattress would be delivered in the afternoon. Again they were late and once again they took my old mattress out to their truck but without wrapping it they threw it into a very dirty truck bed. The new mattress was brought in but it was wet and the end was filthy, as if it was standing in a wet, dirty area.

Again, I tried to contact the delivery company without success and contacted Saatva again. She recommended not taking back the old mattress due to the risk of contamination from the truck, and to take a fan and dry out the new mattress. But she also reassured me that they would order me a new mattress immediately and have it delivered. She apologized profusely for the delivery company's mistake. Now mind you, this isn't a Saatva delivery company, this is one they contracted to delivery my mattress. But Saatva immediately credited me $200 for the issue, even though it wasn't Saatva that caused the problem.

Within an hour I received a call from the General Manager apologizing again and felt that the $200 discount wasn't sufficient for what I'd been through. I did not ask for the initial credit nor any additional credit as I knew this was 100% the delivery company. But the General Manager insisted and credited me another $800. It was absolutely incredible to see a company stand behind their product and the delivery company they had hired.

They expedited a new mattress and it came within 10 days, was delivered perfectly this time and is truly the best mattress I've ever had...

To say thank you seems insufficient but in spite of all the issues I have to say that Saatva is an amazing company and my experience has left me wanting to change out the other mattresses in my home and only use Saatva. They have a customer for life.

You won't be disappointed as this is an amazing product and company!