My rating is strictly on the delivery process and not the product itself as I never actually took delivery of the bed I ordered.

I had noticed that the only type of complaint that occurred when doing s review search was about delivery. I too had delivery problems that ended up in me ultimately cancelling my order.

Here's how my experience went:

1. On order requested weekend delivery
(no mention this was not possible in response from Saatva in their phone and email confirmations)

2. Call from party 1 on Tues AM informing me delivery would be on Wed. I requested late PM. She could not give me the delivery window, that would come from the delivery party later that day, but she noted my request for a PM delivery.

3. Tues PM received an automated call from Party 2 telling me that delivery was schedule early Wed AM with a number to call if a problem.

4. Had to call this number multiple times because I was put on hold for 10+ minutes, finally got through and party 3 told me she could not reschedule, I'd have to phone party 4.

5. Tried to contact party 4, but they were closed by then.

6. Contacted Party 5 at Saatva and cancelled order.

7. Wed AM got call from Party 6 saying they were delivering. I told them I had cancelled the order and they needed to contact Saatva.

Unless you are very flexible regarding delivery times, you may want to reconsider ordering a bed from Saatva.

On the plus side, Saatva was quick to refund me the entire amount with no hastle although I would have preferred the bed with a hassle free delivery.

Never have I experienced Customer Service as outstanding as that of Saatva! I first purchased the luxury firm mattress and I found that it was too firm for me so I contacted the company and I was given clear directions as to the procedure to exchange for the soft mattress for a nominal courtesy fee plus delivery. They were very courteous and thorough making sure that all "t's" were crossed and all "i's" were dotted. There was no delay in picking up the firmer mattress and delivering the softer mattress as I requested; however, a further indication of their professionalism was again displayed when just prior to delivery, they called me to go over the measurements I had requested for the box spring and mattress. They inquired as to how tall I was, due to the fact that I had ordered the highest mattress & box spring combo - when I told them I was only 5'2" tall, they said that when they saw the combination I chose, they knew it would be an uncomfortable height for me. The fact that they took the time to call and verify whether I was a very tall person prior to delivery, their friendly thoroughness saved us all from having to go through unnecessary delivery and return madness. You couldn't ask for a better product sold by a company with a better staff than Saatva!!!

I would like to commend Saatva plush soft comfort level for its excellence. I have been looking for a mattress that would provide me with the best comfort I ever wanted. I want my mattress to be soft and comfy. I spend every night alone and I wanted my mattress to hug me with its soft texture. I preferred to have a mattress that can't cause any allergic reactions as well. Having said all of these, I would say that I find saatva plush soft suitable for my mattress preference. In fact, it supersede my expectations.