Hi sunset07,
Maybe I just don’t fully understand the specifics but I’m still not clear on why you seem so unhappy because it seems out of proportion to your experience.
If I’m understanding you correctly you received a phone call from Saatva shortly after your purchase and you chose a delivery date at the time that was acceptable to you at the time. Is this correct?
I think that the length of time it took to contact the delivery company is outside of their control although I do understand that it would be frustrating. I would probably have tried to contact Saatva first if there were any issues with the delivery date you chose.
You already knew what the mattress looked like and the quality/durability of a mattress depends on the quality of the materials inside it and isn’t something that you can feel.
The suitability or “comfort” of a mattress and how it feels and performs in terms of PPP (Posture and alignment, Pressure relief, and Personal preferences) is unique to each person something that you can only know for certain when you try a mattress in person and this is why the return or exchange policy of an online company is an important part of the value of any online mattress purchase. In all fairness they do have a good return policy and the only cost of a return is the original delivery fee and you would have already known this when you made your purchase and factored it in to your final choice. The “feel” of a mattress has nothing to do with its quality.
I can only see two real issues in your experience. The first one is the slight delay in their response when you emailed and called them although they do tend to be fairly easy to reach because in addition to email and a phone call they also have an online chat service.
The second is that it appears that they didn’t make the delivery inside the 4 hour delivery window. While this isn’t directly connected to Saatva because they don’t have any direct control over the delivery company, it is part of their responsibility and it seems that they made up for this with the $50 refund because according to their delivery day page here … the delivery company should have informed you that they would be late.
These are all subjective impressions that have little to do with the quality or suitability of a mattress and the appearance of a mattress also has little to do with the quality of the materials. “Luxurious” is also just a subjective perception that doesn’t have any real meaning.
Overall … your comments seem to me to be out of proportion to your experience and your assessment of “quality” seems to be based on your personal experience on the mattress and these are two very different things (although this is a commonly held consumer belief that higher quality mattresses will somehow be more “comfortable” or more “supportive” when the quality of the materials and the support or comfort of a mattress in terms of PPP aren’t related to each other).
I would also give things at least two weeks so that your mattress has a chance to break in and your body has a chance to adjust to a new sleeping surface before you decide to make any changes (such as adding a topper) or decide whether the mattress is a suitable choice for you (see post #3 here).
Phoenix