"I ordered the soft plush, but the mattress was hard as a rock and couldn't sleep on it. I could also feel the coils under the very thin leaver of foam. I received the "topper" but was a very cheap foam and made the mattress even worse. We could only sleep on it with my own two inch memory foam topper, but would still wake up with pain.

I questioned why out mattress was hard as a rock and had no soft plush feel to it at all. The website describes a plush experience with softness and sinking in feeling. We had non of that. I then compared how our mattress looked and felt with the online mattress reviews and I swear that we received the firmer mattress with the soft plush cover design. Then we realized that the mattress is built by a contractor and wondered if there is any quality control at the contracted factory.

The Saatva customer service kept trying to "sell" us on this mattress and how it "would take months" for it to break-in. Really? Feeling coils is acceptable? Saatva made me send them pictures of our mattress and check the tag to ensure that the correct model was delivered. I think that the wrong mattress was made and passed off as another by the vendor and there is no quality control at the 16 factories that Saatva uses. Shame, shame and shame. Empty promises and horrible product. Buyer beware!"

"could not get final price with delivery/setup on line, had to do it by phone. ALMOST gave up.
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"Excellent service and follow-up to my questions."

"Last summer we bought a saatva mattress for our summer house. We bought the luxury firm, which was recommended to us after speaking with the saatva rep. We slept on it for 60 days and were both in so unsatisfied that we returned the mattress and opted for the soft model. Shortly after, we had a family emergency and had to close up the summer house until this year. We have slept on the soft version of the mattress since May of this year, and we are both so disappointed, and both waking up with back pain. this mattress is not soft at all, and it seems just as firm as the mattress we had originally purchased. It's come to the point where both my husband and I are sleeping in other bedrooms because we cant sleep with the pain anymore. Obviously the mattress trial period is over, and now we dont know what to do other than to shop for a Sealy or a Serta that's softer. Such a shame that we spent all that money on our saatva and cant use it.

Update: The Saatva mattress company read my review and contacted me very promptly. They were excellent to work with. First they sent me a foam mattress topper to try and make our sleep experience better with our Saatva mattress. We slept on that for three weeks and it was only marginally better. The mattress was still way too firm for us. We called back and Saatva has given us a great discount on a brand new Loom and Leaf mattress. I never though that there was anything that could be done about our dissatisfaction with the Saatva mattress since we have had it for over a year, but Saatva worked with us to come up with a suitable and fair resolution to our problem. I still hold to my opinion that the plush Saatva mattress is far firmer than a plush mattress should be, but the customer service at this company is phenomenal. Thank you Saatva. "

"I was nervous about buying such an expensive item online, but the website has a chat button with a laid-back representative who pleasantly answered my questions without being pushy. The next day when I ordered, there was an unexpected occurrence. I was rather nervous, but I called Saatva, and the lady rep reassured me that all was well. She explained the delivery process clearly and left me feeling confident. "

"Dianna was so considerate, explained all about the product. She answered all my questions, and provided additional insight of how a Saatva mattress and adjustable frame would benefit our health problems. The process was easy, I felt reassured we purchased the right product and the delivery process was crystal clear."

"Everyone with whom I spoke or "chatted" was very helpful. "

"Staff was extremely helpful!!!"

"First time shopping for a mattress on line. Quick and easy. Asked a question with the chat feature and quickly had my answer and ordered my new mattress. Looking forward to delivery!"

"I found myself in search of another mattress after suffering from continuous hip pain from other coiled, memory foam and even "air" mattresses. I asked many questions and corresponded with 3 different representatives and all were very friendly, knowledgeable and patient.
I'm hoping that the mattress will alleviate the hip pain, but if not; I have complete faith in SAATVA's policies and customer service."

"Great on-line customer service"

"Very easy. Can't wait till it arrives. My mom loves hers. Bought online in about 5 min. "

"Easy buying experience. Customer friendly website."

"All my questions were answered in an excellent manner."

"I had the best sales person. She made it so easy to buy their mattress. "