Master Bedroom

One Week Later And Still No Bed (and My Experience With A Company Called Saatva)

(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.

  • And remember how I told you that I was planning on working on that project (and hopefully finishing it) last week?
  • 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…

Stained wood bed frame with upholstered headboard, via Houzz

via Houzz
But I want mine to have a more traditional look to it with pretty little turned lets, and perhaps some pretty carved wood trim around the base.

Wood bed frame with upholstered headboard. Room design by Terrat Elms Interior Design, via Houzz

Bedroom by Terrat Elms Interior Design, via Houzz
While I haven’t found the perfect example of what I want, the idea is the same — stained wood bed frame with an upholstered headboard.

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!



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24 Comments

  • Reply To This Comment ↓
    Ron Harris
    September 30, 2013 at 10:21 am

    I always hope I don’t need a company’s customer service department, but when I do, I expect my problem to be taken care of quickly and easily. This is clearly not the case with Saatva. Perhaps they changed their mind about sending you a free mattress to review, but then someone should have contacted you to let you know. If your experience with them is a reflection of how they do business, they’ll never get mine. If that mule ever arrives with your mattress, I’d put it on a huge spit, slather it in BBQ sauce, and enjoy it Texas style. Or perhaps you’d rather substitute the mule with the customer service agent. I think I’d probably do the latter.

  • Reply To This Comment ↓
    Brenda Pawloski
    September 30, 2013 at 10:28 am

    Kristi, I just looked and found out that the Original Mattress Factory is not in Texas. They are the best, I was sorry to see this. I have bought from them in two states. They have wonderful quality, low prices and terrific customer response. Unlike you-know-who.

  • Reply To This Comment ↓
    Lisa
    September 30, 2013 at 11:07 am

    I can totally relate Kristi! Just had the same experience with Rugs USA and even wrote to BBB to complain. It’s so disappointing and frustrating when a reputable company (or at least one that a lot of bloggers use) don’t even bother to explain themselves. I would just move on from that company and call it a learning experience.

  • Reply To This Comment ↓
    debbiedoos
    September 30, 2013 at 11:39 am

    Yep, well I was one also that the company contacted and I have had the same exact experience with them. What I am so perplexed about is the fact they came to me {us} and sought out our blogs and wanted to work with us. If in the meantime, they changed their minds or something has come up, they should have the common courtesy and business sense to let us know. NOT ignore our correspondence. Our backs are killing us, and I too have been waiting with anticipation. Before they contacted me I was looking into another mattress company and they could not have found me at a better time. So I thought. Very disappointed in the way they have handled things for both of us.

  • Reply To This Comment ↓
    Tammy
    September 30, 2013 at 12:38 pm

    It’s always good to get a head’s up about who NOT to use, thanks!

  • Reply To This Comment ↓
    Genelle McDaniel
    September 30, 2013 at 1:44 pm

    Thanks for sharing with us the problems you are having. Also, I found another example yesterday of a bed on a window wall. My cousin went to Las Vegas to get married and stayed at the Rio Hotel and Casino. The facebooked pictures, some of which were the inside of their hotel room. Their bed had a short tufted leather headboard. Stained posts went up the side of the headboard to the ceiling with a two foot deep half tester the width of the bed was built on the ceiling. The curtains for the window was hung behind the tester, sort of using the testing as a valance. The curtains could be pulled open for the window. Then they also hung curtains inside the tester but just on each side, coming down the side of the bed and fastened back to the wall so as not to interfere with night stands. The drapes were ceiling to floor. Looked great.

  • Reply To This Comment ↓
    julie
    September 30, 2013 at 1:59 pm

    “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?”

    Funniest line I’ve read in a long time. Unfortunately, your situation is not funny. Sorry for the delay. Suppose you can build the bed to suit the old mattress, and if/when the new one comes (!) you can always add the legs based on its height. (ps I’m still in awe of you and your wood floors — putting unfinished hardwood in my kitchen soon, and I’ll be thinking of you the whole time!)

  • Reply To This Comment ↓
    Krikit
    September 30, 2013 at 2:14 pm

    Companies that yet do not understand the power of social media and popular blog sites make a very stupid mistake for which they will reap the negative consequences. There is far too much competition out there for those companies — like Saatva — to blatantly ignore good customer service practices. Let them reap what they sow.

  • Reply To This Comment ↓
    Lucy
    September 30, 2013 at 2:15 pm

    I can imagine how frustrating this is. I’m so sorry that you had such a bad experience.

  • Reply To This Comment ↓
    Guerrina
    September 30, 2013 at 2:21 pm

    I can only imagine how frustrated you are! I researched them a bit and came up with the following contact info. I’ve never heard of them and had no clue their main administrative office is in my state. Don’t know if any will be new info for you. Their rating is A- because a fairly new business and no one has lodged a complaint … yet. Quite frankly, if that’s their idea of customer service, I’d stay away from them and wouldn’t trust the 30-day return policy.

    BBB Accredited Business since 5/12/2011
    Saatva, Inc.

    Phone: (877) 672-2882 / (646) 837-8670
    25 Sylvan Rd S Ste W
    Westport, CT 06880
    http://www.saatvamattress.com
    Additional Web Addresses

    http://www.saatva.com
    http://www.facebook.com/saatva
    http://www.twitter.com/SaatvaMattress
    http://plus.google.com/102514156968682376491/posts
    http://www.youtube.com/user/SaatvaMattress
    http://pinterest.com/saatvamattress/

    BBB® Accredited Business Seal
    BBB® A- Rating

    Additional Information
    BBB file opened: May 11, 2011 Business started: 05/06/2010 Business started locally: 05/06/2010 Business incorporated: 05/06/2010 in CT

    Type of Entity
    Corporation
    Business Management
    Mr. Ronald Rudzin, President/CEO
    Contact Information
    Principal: Mr. Ronald Rudzin, President/CEO
    Business Category

    Mattresses
    Saatva operates exclusively online selling ultra premium luxury mattresses servicing most of the northeast, California, Chicago, Texas, Minneapolis and Wisconsin.
    Google Map

  • Reply To This Comment ↓
    P.J.
    September 30, 2013 at 2:49 pm

    methinks there is someone whose job is in serious jeopardy. If I were the President/CEO/Marketing Director/Head Honcho at this company, I would not even take a moment to listen to the person responsible for this and just kick his fanny out the door.

  • Reply To This Comment ↓
    Nikki
    September 30, 2013 at 2:57 pm

    Oh no, sorry to hear this! I actually have a Saatva mattress and had a great customer service experience. I got it within 14 days and they even called me back the next day to confirm the delivery. Hopefully you hear back from them and they get it straighten out! In the meantime, good luck with your project, love the idea!

  • Reply To This Comment ↓
    Kristine
    September 30, 2013 at 4:09 pm

    I just googled them and found their Pinterest site from their group in Austin, Tx… looks like they have lots of fun with interns, races, and eating. … makes me wish they would have sent you a mattress so I could see how good that is too.

  • Reply To This Comment ↓
    SheilaG @ Plum Doodles
    September 30, 2013 at 6:37 pm

    Wow, how strange is that. Sometimes you gotta wonder if people/companies have any sense at all. Why even offer something if you aren’t going to follow through.

  • Reply To This Comment ↓
    Sue
    September 30, 2013 at 10:04 pm

    Have to laugh, not at your frustration of course, but at the line about putting it on a mule . . . . . And you definitely kept your promise to be honest about your experiences. By the way, if you’re looking for turned legs for the bed similar to what you showed us in your first bed post (like on the Pottery Barn bed), check out Matthew Burak’s company. I’ve ordered twice from them and been really happy with the styles, quality and service.

  • Reply To This Comment ↓
    Sue
    October 1, 2013 at 7:12 am

    Funny mental picture of a mule with a big old mattress strapped to it’s back wandering the Texas wilderness with a sign that says “Kristi, where are you?” Sorry. I don’t mean to make fun but your mule line was a stitch!

    I’m sorry you haven’t been able to build the bed yet. I know it’s a tricky process making it so that Matt can safely get into and out of it easily. Can’t wait to see how it come out.

  • Reply To This Comment ↓
    Ayisha
    October 1, 2013 at 7:33 am

    Hey Kristi, Shopping for a mattress gives me high anxiety. I’ve been burned twice and Im in the middle of trying to buy one again.

    I’m also trying to build that Chelsea Bed from Hickory Chair that you posted. I’ve had a really difficult time finding those turned out legs. Do you have any resources. Although it’s considered a panel bed, I want mine to sit up high and not close to the floor.

  • Reply To This Comment ↓
    Leena Lanteigne
    October 1, 2013 at 9:45 am

    How frustrating! Why would this company come to you and then fall off the face of the earth? Are they still actually in business? I have no patience for being delayed by another’s lack of attention to a situation or task. I want to get things done now, now, now! LOL! I think you should go ahead with your plans using your regular mattress. You have so much on your plate right now that you don’t need the frustration of dealing with this company taking your focus away from what you want and need to do. I hope this will be a better week for you! Hugs, Leena

  • Reply To This Comment ↓
    bbrunophotography
    October 1, 2013 at 3:11 pm

    Isn’t it great to discover mistakes that roll back the storm clouds and give us a second chance to appreciate a business like that? I love that he stepped out and made things right! Looking forward to hearing what you think of the mattress. He deserves kudos for not backing down in what must have been an embarrassing situation.

    Here’s to the progress of your bed, Kristi!

  • Reply To This Comment ↓
    kristin
    October 2, 2013 at 11:03 am

    Mistakes happen and I am so glad they made this right 🙂 Knowing this I would buy from them, we are all human, glad it has a happy ending.
    XO
    Kristin

  • Reply To This Comment ↓
    Leena Lanteigne
    October 5, 2013 at 12:41 am

    Yippie! I’m so happy that you were able to get in touch with the right person and that they are making every effort to correct the situation! Yes, these things are part of life and it is so important that they be handled appropriately once discovered. Good customer service is so important! I’m happy for you – mattress, check! LOL! Hugs, Leena

  • Reply To This Comment ↓
    Carla
    November 17, 2013 at 7:47 am

    Have you received the mattress? What do you think of it? And on another note do we get to see the finished, staged condo?

    • Reply To This Comment ↓
      Kristi Linauer
      November 17, 2013 at 9:40 am

      We received it, used it for three weeks, hated it, and went back to our old mattress. 🙁

      And yes, I’ll show the finished condo, just as soon as it’s finished. 🙂 I haven’t had much time to work on it. We’re still not completely moved out of it.

  • Reply To This Comment ↓
    Don Johnson
    April 14, 2015 at 2:22 am

    The Great Queen size Saatva Luxury Firm Flagship Mattress

    When we contacted Saatva for information, we spoke to Ed Brians. Ed was so helpful with his recommendations. We were most impressed by the lengthy time he took to ask about how we were sleeping, what if any problems we were experiencing with our current bed, and what we were expecting of a new bed. He listened carefully and by the time we finished our conversation, there was no doubt that Saatva would soon be in our home.

    The Saatva bed arrived on Wednesday the 28th at 9:30 AM, a half hour earlier than the delivery service scheduled. The delivery men were courteous, efficient, and very complimentary about Saatva and how happy other customers were when they delivered to them. They presented a very positive impression of your company.

    Terri and I cannot believe how wonderful our Saatva bed is; so plush, so full, and oh so comfortable. Perhaps the best way to describe why we say this is to list the following…

    Before Saatva:

    Both Terri and I would wake up with pain in our necks, backs and sides, swearing that we needed to get a new bed. I would spend what little time I tried sleeping by tossing, turning, and moaning out loud every hour or so “O my back”: Terri said that I was flopping around like a fish out of water. Terri who suffers from Cerebral Palsy and chronic neck pain from a few disks replacements could never find a comfortable position to sleep in. And my restlessness only made it worse for her; so much so, that she took to sleeping on a reclining chair in the living room, which made things even worse; both of us would only sleep for about four hours a night and wake up sore and grumpy, not a nice or healthy way to start the day.

    After Saatva:

    We anticipated the first night in the bed would not go so well as we might need to get use to sleeping on a new bed, boy-O-boy were we wrong! Terri slept from 11:00 PM to 9:30 AM the next morning, waking up refreshed and pain free. Exclaiming she couldn’t believable how comfortable our new Saatva was; and that she didn’t feel me tossing or turning at all. She slept an unbelievable ten hours, which was unheard of before our new bed!

    Where I normally only sleep about four hours (torturously), I slept in a deep, peaceful, single position for seven hours; something I haven’t experienced for many years. I woke up without any of the usual pains, invigorated, and ready to face the day. A peaceful, healthy, and happy nights sleep. Unreal!

    We were so happy with our new Saatva, that on Thursday afternoon we took a three hour nap, just because it felt so good. If we feel this rested in only two nights with our Saatva, image how great we’re going to feel after a week, a month, a year!

    Thank you Saatva, and thank you ED;

    Don & Terri Johnson

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