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normal Saatva mattress review and analysis

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03 Apr 2014 13:12 #46 by SaatvaEd

itsbillhill wrote: And is it true that you hold customers refunds and return pickups until AFTER any negative review was removed by the customer? That sir, sounds incredibly sleazy. No wonder there is not one bad review to be found online. Well, not anymore. Someone doing research on your company will now find this site just like I did and decide not to buy from you.


No, we absolutely do not do that. I agree with you. A business that would do such a thing would be sleazy and we make every effort to be a "cut above" and keep our unprecedented reputation. Returns are minimal and if there is a return, all monies due are refunded extremely quickly. Our reviews are real which include negative ones. Thanks for pointing out what might be out there but with Saatva, we adhere to honesty and transparency. Best of luck in your search as again I am sorry it won't be a Saatva.

Ed Brians, EVP
Saatva Mattress

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03 Apr 2014 13:22 #47 by itsbillhill

huh. So poppanaldo, who shared his experience with Saatva in this thread was lying when he said: "I put in for a refund with Richard but it was blocked and so round and round we went with Ed again so finally after about 2 more weeks of negotiating we arrived at a settlement less than what I hoped for.if I remove the review that he couldn't and take said amount of money he would send me the first bed the luxury firm and I was to furnish him with a new review which he would modify to his taste and post."? Was he making that up?

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03 Apr 2014 13:54 #48 by SaatvaEd

itsbillhill wrote: huh. So poppanaldo, who shared his experience with Saatva in this thread was lying when he said: "I put in for a refund with Richard but it was blocked and so round and round we went with Ed again so finally after about 2 more weeks of negotiating we arrived at a settlement less than what I hoped for.if I remove the review that he couldn't and take said amount of money he would send me the first bed the luxury firm and I was to furnish him with a new review which he would modify to his taste and post."? Was he making that up?


Poppanaldo and I went through so much back and forth. Again, there is the "other side " to the story and Poppanaldo nor myself are liars or fabricators of stories. I easily stand by Saatva's reputation and my good hope is Poppanaldo will support my comments if he directly responds on this site.

Ed Brians, EVP
Saatva Mattress

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03 Apr 2014 14:11 #49 by itsbillhill

His "support" wouldn't be due to the terms of him getting a refund, would it? Of course not, right?

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03 Apr 2014 14:31 #50 by SaatvaEd

itsbillhill wrote: His "support" wouldn't be due to the terms of him getting a refund, would it? Of course not, right?


That is correct. Let's see if he posts again.

Ed Brians
Saatva Mattress

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03 Apr 2014 14:37 #51 by itsbillhill

I'm guessing that he will, Mr. Ed, since you seem to be anticipating it. But pictures and previous posts don't lie.

This thread is here for the world to see.

Good luck with the mattress business.

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03 Apr 2014 17:43 #52 by MatterssHunter

Interesting that Saatva seems to generate quite a bit of conversation...

I recently took delivery of a Saatva mattress set. While it's probably too early for me to speak of the bed's quality, there is one thing about their marketing practices that I find shall we say, misused. They solicit reviews of their order process (pre-delivery) and then suggest those as ratings/reviews of the product itself:

- the company often touts that theirs is the "best reviewed mattress" on the internet (or similar). I think their employee even mentioned that on this thread; also highlighted on their web site
- they point to Google Ratings stats to substantiate their claim
- those ratings take into account ratings posted to another site - Pricegrabber
- as a consumer who just placed an order, I immediately received an e-mail asking me to submit a review - with an optional star rating - of my "experience thus far". They did not pressure me to do so, of course - just suggested. At that point, all that happened is that I submitted an order, and received an acknowledgement. Had I submitted a review at that point, it would have shown up on Pricegrabber, and star rating, if any, would have been included in the overall merchant rating that feeds into the Google Ratings they tout.

And, so, scrolling through 1000s of their reviews, it is easy to spot many with 5-star ratings coupled with comments like this - certainly implying that the review was written before the consumer had the chance to try out the product.

So, while a shopper / prospective customer may be duly impressed with touted rating, he or she may not realize that some portion of those ratings is not of the mattress, but of the company's process up to delivery only. It would be interesting to see how those ratings would change if one were to exclude submissions made prior to delivery dates ;-

I think it would be more appropriate for the company to segregate reviews & ratings submitted prior to delivery of product, or to stop representing those totals as reviews of their product itself.

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03 Apr 2014 19:47 - 05 Apr 2014 15:29 #53 by poppanaldo

please let me interject it'sbillhill and Saatva Ed. to sum this up quickly and move on.
The initial reason for Ed to contact me with concern over the post on another board back in November was solely my fault, I did not contact the company when I was upset over a bad delivery experience instead I posted a somewhat colorful re-enactment of the scenario. I tend to get colorful and verbose and that was my fault and Ed called me on it, I did not give Saatva a chance on that one. Ed and I may not have hit it off well at that point however he did make an offer to me to compensate for the damages from the delivery and inconvenience. in all fairness the tried to satisfy and I declined at that point. As far as you asked, would he have offered a full refund this time if not for the review posting? no, because it was clearly stated and agreed to that if I donate the bed Ed would send me a FINAL re-imbursement which would be added to a previous re-imbursement that we agreed upon due to the earlier damages and inconvenience. I did not contact Ed with my disappointment because it was a final agreement and expected him not to respond, AGAIN I did not give him a chance to correct it even though it was termed FINAL I should have responded to him first then post a comment but I was angry and did what most do. Agreed it should never have come to this in a customer service situation but it did and I think we both responded poorly. Maybe I as well as others seem to misunderstand Ed's intentions and I learn from this that email may not be the best form of communication because so much "feeling" is lost in translation so you tend to gravitate towards the negative side of the situation.
it is as much my fault for the escalation of this matter because I chose the easy path which was to convey my disgruntled message without giving the other party a chance. take it for what it's worth. would I have posted this without Ed's offer to refund you will ask, No because I would not have thought I was wrong if I had not been called on it.

P.S. agreed I should not have had to pull teeth to get what I wanted from this company but maybe I was going about it wrong and not knowing exactly what I wanted because I actually wanted a Saatva Mattress and was getting frustrated that is wasn't working for me as well as others because I actually liked the product I received initially and have mentioned that in many posts but it was giving me health problems and it was better than what I have replaced it with. I think the problem started when I put Ed on the defensive due to comments I posted initially. Ed and I have very Similar strong personalities and that can be a problem because neither party wants to submit. So, am I posting because they offered me a refund? maybe so, I think I owe that to them, to clearly state what was left out so that maybe you all can see the truth that there ARE two sides and we only live in one of them! think of me what you will, for me mission accomplished, yes, and I will write a more appropriate review that posts the good things I felt about the product as I did when I received it, just leaving out the colorful delivery aspects and some bashing, and explain to people what they can expect, which is the purpose of the forums anyway isn't it? and why would I not post? after all didn't I get from them what I wanted and should I not tell people that?

Last Edit: 05 Apr 2014 15:29 by poppanaldo.

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03 Apr 2014 21:46 #54 by WallyW

And, so, scrolling through 1000s of their reviews, it is easy to spot many with 5-star ratings coupled with comments like this - certainly implying that the review was written before the consumer had the chance to try out the product.

So, while a shopper / prospective customer may be duly impressed with touted rating, he or she may not realize that some portion of those ratings is not of the mattress, but of the company's process up to delivery only. It would be interesting to see how those ratings would change if one were to exclude submissions made prior to delivery dates ;-

I think it would be more appropriate for the company to segregate reviews & ratings submitted prior to delivery of product, or to stop representing those totals as reviews of their product itself.



There lies the core problem with this Saatva.

It is a company building reputation upon reviews that are mostly based on pre-delivery or even usage of a few months.

I too was encouraged to write a review prior to delivery. Made no sense to me to write a review about the ordering experience.

I am not convinced that Saatva isn't overpopulating those reviews themselves, as reading some of them, they seem too over-the-top to be believable.

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04 Apr 2014 06:18 #55 by itsbillhill

You state 3 times that this is all your fault. You tried to buy a mattress, it turned out to be a piece of crap and somehow that is all your fault. I get that you want your money and that you have to post what you're told to post to get it.

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