Last Updated on December 24, 2015 by Kristi Linauer
(Please note that I’ve added an edit to the end of this post describing my recent correspondence with Saatva.)
Happy Monday, all! So here we are, one more week has passed, and we’re still not in our house…and really not any closer to being there than we were a week ago. *Sigh* I’m frustrated.
- Remember how I told you that one of the last things that needed to be done before we can move into our house was that I needed to build a bed for the master bedroom?
- And remember how I told you that I was planning on working on that project (and hopefully finishing it) last week?
- And remember how last week, I said I was going to start doing more sponsored posts on the blog?
- And remember how I promised to share my absolute, honest opinions with you?
Well, this post is about all of those things. (Edit: To be clear, this post isn’t sponsored, but it’s about a sponsored post that I was asked to write on my blog.)
I had planned (and still plan) to build a bed rather than purchase one for several reasons. First of all, I love to build and make things, so I thought a bed would be fun to make myself. I envision something incorporating both wood and fabric, like a wood bed frame with an upholstered headboard. Something like this…
But another reason I was going to build the bed is because our bed has to be a specific height in order for Matt to easily transfer himself from the bed to his wheelchair, and vice versa. That means I have to be very intentional with finding just the right legs with just the right height, and building the frame at just the right height. And of course, the exact height of the mattress, and even how fluffy and cushy it is, has to be taken into account. So I would consider the height of a fluffy pillow-top mattress a bit differently than a very firm mattress. See what I’m saying?
So imagine how thrilled I was to be contacted by a new mattress company called Saatva just days before we closed on our house. They offered to send me a mattress to be reviewed on my blog. I took a look at their site, and the mattresses looked like really nice, quality products, so I agreed.
After several emails back and forth ironing out the details, I got an email from them on August 15th, asking if I was okay with a 14 to 21 day delivery.
I was a bit confused as to why it would take so long to get here…from Dallas…which is only 90 miles north of Waco where I live. Were they gonna strap the thing to the back of a mule, give it a swift slap on the rear, and just hope that it found me?
But we hadn’t even closed on the house yet, so I was okay with that delivery schedule. Confused, but okay with it.
Well, the 21 days passed, and still no mattress.
Then 30 days passed, and still no mattress.
I sent a few emails inquiring about it. No response.
I wrote back, explaining that this mattress was literally holding us up from moving into our new house. No response.
Finally I called the company. The person with whom I spoke said I would need to write an email and send it to the attention of two specific people. He assured me that they answer all emails within 24 hours.
So I wrote the email, sent to the attention of these two specific people, and included all of my correspondence with their company to that date.
A week later, and I still have no response.
So needless to say, I’m pretty irritated. Irritated that I was expecting this mattress that never arrived. Irritated that this mattress is literally holding up the process of my building our new bed. Irritated that this company, after they contacted me, now won’t return any of my emails or phone calls. And irritated that we’re still not any closer to moving into our house.
I guess I’ll just move forward with the building of the bed using our current mattress. Boo. There’s nothing wrong with it, and I know in the whole scheme of things, using our old mattress seems like a ridiculous “problem” to have. But after being promised a new one, and waiting over a month for it, and holding up the progress on building a bed as I waited for it, it’s just disappointing.
So I guess if that mule ever finds me, I’ll still let y’all know what I think of Saatva’s mattresses. But I think you can guess exactly how I feel about their customer service and public relations.
Edit: I’m happy to report that the CMO of the company emailed me and apologized profusely, and said he would do everything possible to make the situation right. Evidently the person who originally contacted me was an intern who left on August 15th, and unfortunately he had been corresponding with me via a personal gmail account rather than the company email account. So the company had no way of ensuring that all the loose ends were tied up when he left, and of course, had not received any of the follow-up emails that I had sent to this intern.
It’s unfortunate that that happened, but I think we can all understand that things like that DO happen in business (and life in general!), and things fall through the cracks. What matters is how a company handles the situation when they realize there’s an issue, and I’ve been very impressed with how the CMO has handled this. His has been very apologetic, and definitely wants to make the situation right.
Mistakes happen. That’s life…and business. I’m not upset about that, and I’m very grateful…and impressed..with how the company is correcting the mistake. So I’ll be getting the mattress after all, and I’ll let y’all know what I think!
Addicted 2 Decorating is where I share my DIY and decorating journey as I remodel and decorate the 1948 fixer upper that my husband, Matt, and I bought in 2013. Matt has M.S. and is unable to do physical work, so I do the majority of the work on the house by myself. You can learn more about me here.
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