I love Ed from Saatva

This is a true testimony given by a real person. I purchased a Saatva mattress about two months ago. I was so excited about getting the bedding because I have not slept well in years due to a severe low back injury. Anyone that has ever had back problems even temporarily, can attest that it is difficult to get positioned correctly. You toss and turn all night and when you finally get find that sweet spot, it's time to get up! I dealt with this for years. I dreaded going to bed because I knew it would be a repeat of the nights before. I got my nerves up to order a mattress sight unseen based on the reviews. I thought maybe the reviews were contrived or coached but let me put your mind at ease about this. They do request that you write a review but these words are mine and from the heart. Back to my testimony. I order the mattress set (luxury firm and low profile box spring) with "white glove" delivery. I live in NC so it had to be shipped to a local delivery company. The company wasn't very professional and the delivery was anything but a "white glove" delivery. I called customer service after they'd left and I was immediately connected to one of the owners! A fast talking New Yorker named Ed. He was polite and genial but no nonsense and direct. Ed asked me to tell him what happened. "Look Rhonda, don't you worry about anything, I'm gonna call the delivery company when I get off the phone with you and get down to the bottom of this. I may not get back to you today but you will hear from me tomorrow, I promise." True to his word Ed called the next morning after contacting the distributors with answers. I was impressed with his prompt attention to my problem. Okay, I told you that I was going to be honest. The mattress was improperly handled but Ed assured me that it would be fine and to give it a little time to settle but I wasn't completely comfortable with that. This is a large purchase and I wanted to be happy with it. I was reluctant to call because I'm a little bashful and we've all had bad experiences with customer service. Not knowing what to expect but I mustering up my courage and called again. I spoke to one of the nicest customers service representative ever. I explained my concerns but wasn't ready to talk to Ed about it. They laughed and said okay. Ed was informed that I was to embarrassed to speak him directly. He called me to apologize for coming on strong and that he felt terrible that I was uncomfortable about talking to him about my concerns and that he only wanted to make me happy. He gave me his direct number and also sent me an email expressing his sincerest apologies again! Ed reordered my bedding and I received today! I called Saatva to let them know that it had arrived and guess who answered the phone?, good ole' Ed and he recognized my voice instantly! He is really is genuinely concerned about his customers and not just the bottom line. This goes a long way in customer relations. Saatva could have destroyed my confidence with online shopping but Ed, Joseph, Alex and entire Saatva company treats customers with more of a down home country, mom and pop store feeling. A place where they greet you by name as you enter their store because they truly appreciated your business. It isn't a brick and mortar store were you can see the merchandise but if there is a problem, Ed and the others will make it right. I would ask Ed to marry me but he's taken. :-)

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Pros:
  • Issue Resolution
  • Product Quality
  • Professionalism
  • Return Policy
  • Warranty Terms
User also said: Made in the USA, beautifully made, well constructed, excellent warranty, last 12-15 years and you get to talk to Ed.
Cons:
  • Delivery Service
  • Temperature Control
User also said: The warmth of the memory foam takes some getting use to.
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Ratings from this Sleeper

Back Support

User rated this bed:
Excellent Back Support

Pressure Relief

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Not Rated

Sleep Quality

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Not Rated

Stays "Cool"

User rated this bed:
Not Rated

Value

User rated this bed:
Excellent Value

Warranty Service

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Not Rated

Softness Level

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N/A
Not Rated