Hi needhelp,
I agree with you and of course one of the major reasons for this site is to help consumers find the manufacturers and retailers that do exactly that 
Phoenix
Well I’m joining this thread late but it is essential to respond. I also had the dealings with Ed Brians EVP on the AOL address and I have some far fetched emails if anyone wishes to read them. As far as I can tell he is the guy that puts the flames out when it comes to reputation issues. he is the review police so to speak. that is how I came to know him. I posted what I called an honest review of my Saatva experience which started as a poor delivery experience, I was immediately contacted by Ed I thought because he was concerned about my terrible “white glove” experience but not the case. In fact it was only to and I don’t want to say “threaten” but let’s call it “bully” me into changing and deleting posts on various review sites which actually came down to a monetary offer. essentially it was, take the money keep the bed that I was trying to return and forget I know them which meant no warranty or any further claims. how convenient for them. I have more that I will post below.
As for the review of my Saatva experience is not a simple one and it spans a period of 4 months. Like everyone I was frustrated with the BS and the choices out there. I had purchased a Simmons plush that I hated right off. way too soft after coming off a 4x firm. I found the Saatva website and studied it for a week before purchasing the luxury firm and just after ordering I learned that they don’t manufacture them they design it and market it only, then to find out that they use some 17 or so different builders across the states. I wondered how that works but I figured with that 30 day guarantee I was ok. guess again! well after 2 weeks we decided it was too soft for us and it was impossible to get a good night’s sleep. it slept hotter than I like and it wiggled so much when I moved that it made me dizzy at times. I contacted them for removal and in the interim I was getting messages on my phone from an Ed Brians so I called him to see about that only to learn he was pissed about some reviews I posted well that threw the kink in my return possibility as we exchanged some ugly words on the phone because I figured later he would not have put that stuff in writing. he was pushy and threatening and trying to sound like a friend all in the same conversation in effort to get me to change my reviews or delete them. I was advised never to review his product again and if so I was to submit it to him only! so as this process took about a week to resolve including an offer to send me cash and keep the bed and walk away. we agreed that they would pick up the bed and send us a “firm” model hoping that it would be more comfortable to our taste. in the meanwhile someone had my reviews removed from the review sites and I don’t know how, but one, and they evidently would not capitulate. the replacement bed arrived about a month later this one made in NC by a small private label company as opposed to MI where the first one was made by a company in the biz for a 100 years, that bed appeared to be well made. the second bed was anything but quality. honestly in my opinion it looked and felt like a $400 mattress, it was sagging when they layed it down. it was buckling over when they stood it on edge in the hallway and thought, this is firm? well what it looked to me and I’m no specialist to be the same bed without the comfort layers the same exact height foam edge but the top was below the surface of the edges. it was like laying in a hammock. the top cover was loose so it puckered up up when you pushed your hands across it and I mean a lot. I have pictures of this big bubble of fabric sticking up after I got off of it. ridiculous. I was furious and emailed him immediately and that set him off foul again at me. evidently I offended him with my opinion of it. my point was how do you know what this bed is, you didn’t make it and you haven’t seen it yet you insist it is perfect and I am full of crap. this guy is a thousand miles away from this bed and where it was made how can you control quality like that? you can’t. so now I’m screwed I paid $1800 for this king set and now have the crappiest bed ever at least the first one appeared well made just not my taste in comfort. 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. I agreed out of a need for self preservation, I sold out! so the bed arrived again after another week or so and it was filthy from being slid down the bed of the truck unprotected. I called him and asked for more money for cleaning it was pitiful. well I slept on it for a week or so and that was all I could do. I was having health problems through the whole period of this fiasco of 2 1/2 months, waking with headaches, groggy, fuzzy headed dizzy spells. I ended up in the emergency room one morning with what was diagnosed as benign something vertigo, never had that before, swollen sinuses, I felt like I had the flu for 2 1/2 months spent thousands with doctors trying to figure it out, well after sleeping in the other room on an air mattress for a week the symptoms subsided not a 100% but enough to determine that it was an allergic reaction to the bed. I notified Ed with this finding and of course it meant nothing to him and did not care. I finally asked him to remove the bed and send me some money. his response was only if I agree to donate the bed to charity he would send me a last and final payment and we would be done. he said they donate many of these each year. I asked if he wanted the receipt he said most arrogantly " I don’t want the write off and I don’t need the write off" so I agreed to donate it and the money never came as agreed. after a almost 3 weeks I emailed him with the particulars of the donation and he was pleased that I did and said “it is good to give” and " we should give until it hurts" . so a couple more days still no money and I email again with it hurts too much so maybe when the check arrives it won’t anymore. he got snotty with me and within 3 days I had a check…yup…for $200. what real man he is! give 'til it hurts means as long as it’s not him! he did not mind donating my money, but never disclosing to me how much he would give I assumed it would be closer to the purchase price less shipping and handling. never assume when dealing with this company. so now I am reviewing the experience honestly and he will not be able to do anything about it and hopefully other good people will not get hurt the way I did. so now I have a new bed that I am not allergic to but I have to pay another $1700. for it. so a very expensive ordeal for me over $10,000. including medical. so “caveat emptor” hope you find it helpful.
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Wow. Reading these responses I am determined never to deal with Saatva again.
I had to speak with Ed as well. He was more accommodating towards my problems, but you could definitely tell there was a very bullish attitude about him with his constant reminder, “We are the best reviewed mattress company on the Internet.”
Well, Ed, if you are bullying buyers into changing their reviews then I suppose you are going to remain the best reviewed mattress company on the Internet.
As I stated in my original post, many of those reviews sound phony to me. Way over the top. Besides, it’s impossible to judge the quality of a mattress just after purchasing it. Time is always a factor when it comes to long-term durability. Most all the reviews written are done so immediately after delivery, which Saatva encourages on the phone when ordering.
I am now approx. a one year owner of a Saatva mattress. To me, it’s no better than any other mattress. Still a matter of time to see if it lasts a good couple of years or not.
Hi poppanaldo,
I’m sorry to hear about your unfortunate experiences with Saatva and I appreciate you taking the time to share them. Like you I am also concerned about their efforts to “manage” or change their reviews.
I have also experienced some of this same “tone” and “pressure” in some of my conversations with them.
You are welcome to attach the pictures to your post if you’d like.
Phoenix
Reading Wally W’s post from last year and the response from the marketing guy gives me a chuckle. Of course they would not post a false review personally. and maybe not at all as long as they are able to bully people like us into changing our reviews. but why would you not use your company email address to respond to customers, why the AOl thing, so there’s no record of it on the company ip? I don’t know. But I say there can’t be that many happy and giddy customers over that product. and to cite the marketing costs of the mattress firm that’s hokey irrelevant if your not going to divulge your companies p & l 's what kind of comparison is that?. the bed I purchased originally from mattress firm was the simmons world class king and it was cheaper than the saatva. Simmons came with bed frame and foundation, super duper leakproof mattress pad and delivery which was one week not 3. this was also the very mattress they use in there price point comparison on the website! they don’t tell people that these corporate stores discount! the really funny part of this is when I was consulting with Saatva customer service about their product before ordering I mentioned my dissatisfaction with the bed and customer service I got from “mattress firm” the Saatva rep said “I have never heard of them” are you kidding me? that’s a crock obviously since they named them specifically with stats in a post here a year earlier. so folks, are they best choice? I would prefer to deal with a straight shooter myself (if you can find one). from my own experience with them my initial apprehension in retrospect was correct and I should have stayed away, go with your initial gut and try not to get sucked into the hype. I initially felt the reviews were not supportive in the longer term and most were from people that had just ordered and not received yet so they were just reviewing how well customer service treated them and took their money.
I will try to post these images of the firm version I received after the flagship model. it shows the buckle in covering this is after 2 days of use. notice the overall dip in the bed. dueling trenches in this one! I can guarantee I will get another call for doing this again. but they should not have stiffed me, it was not honorable what he did to me in the end. If it gets ugly I will post the emails I saved as well.
Hi poppanaldo,
Thanks for posting the pictures … and IMO that kind of “buckling” clearly shouldn’t be happening.
Phoenix
I am apologizing for the experience that Poppanaldo had with myself and Saatva. He is correct in that I asked him to delete his initial review but solely for his own protection as his language describing our deliverymen would be deemed extremely offensive by the American public.
Poppanaldo is correct that the delivery did not go smoothly and one of the mattresses he received was defective. In the interest of taking a “higher road” with “cut above” service, we will avoid the clear “other side to the story” and we are immediately giving him a full refund coupled with a sincere apology.
If a customer is unhappy for any reason and we find out about it, whether they contact us directly or post a review online, we will do everything we can to try to make it right. In retrospect, I should have offered Poppanaldo a full refund earlier.
The last thing Saatva wants is for a customer to feel pressured into doing anything. When I hear that my tone and personality are coming off this way, it really hits home. Please know that I am not trying to be pushy, but am simply being myself and trying to offer the best customer service possible. I have spent countless hours talking with countless customers and the vast majority of Saatva customers hang up the phone happy. This is evidenced by unsolicited reviews which speak so vividly of Saatva and myself. My national team and myself literally love what we do on a daily basis. In a genuine display of humbleness, please know that this thread is a reminder that there is always room to improve.
Thank you,
Ed Brians, EVP
Saatva Mattress
Mr. Ed, EVP,
Would you have done any of this if he hadn’t come forward? Why didn’t you just make it right in the first place? I am in the market for a mattress and one thing I do know is that I will NOT be buying a Saatva.
The only issues I had with Saatva were their delivery service.
Seems to be quite a few issues reported with their delivery company.
I had issues which Ed resolved on the phone, but even then, the delivery
company came earlier than they were supposed to. I was 30 minutes from
being home to take delivery and they were made aware of that.
I would not have done any more than I did if Poppanaldo did not post. The “other side of this story” is unnecessary to disclose. I worked long and hard with this customer yet, as I said in my initial response, there is always room to improve and in retrospect, I am better for the experience. My reputation and Saatva’s reputation is unprecedented yet learning from this, I will enjoy the lesson and become even better in my position. Best of luck in your mattress search as I am sorry it won’t be a Saatva.
Ed Brians, EVP
Saatva Mattress
Always so sorry for any aggravation our delivery services might cause. Considering the number of deliveries made daily, we are so proud of customers’ positive reviews of the delivery and we are also so focused every single day on the minimization of a "bad " delivery. Frankly, an occasional problem with delivery is inherent to our business or any business yet Saatva reacts as quickly and efficiently as possible to rectify the situation so that every customer feels happy. Thank you.
Ed Brians, EVP
Saatva Mattress
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
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
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
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