We recently purchased a Saatva mattress after a lengthy period of deliberation. After all, buying a product of this type over the internet was a bit uneasy. However, after sleeping on the mattress for a period of time, it is by far the best mattress we've ever owned!!! With that said, we found the company itself to be one of integrity, character, and truly committed to their customers.
While we made every effort to ensure that we had purchased the correct mattress (as suggested on Saatva’s website), we found that we 'should' have purchased the foundation for our platform bed. This would have made periodic rotations and changing the linens much easier. Because we purchased the 14.5 inch mattress, adding the 4 inch foundation would have brought the total height to an uncomfortable level.
After speaking with Charlie in customer service, we decided that we needed the 11.5 inch mattress, along with the 4 inch foundation, resulting in desired height.
While they have a lenient exchange policy, I realize that any exchange is a cost to Saatva, something I’m sure they want to avoid (and we as well). With that said, our satisfaction was as important to them as the success of their company, as shown in their willingness to make the appropriate exchange. This level of customer commitment is hard to find in any industry today, let alone the mattress industry. Saatva is ‘head and shoulders’ above their competitors.
I will ALWAYS purchase a Saatva mattress in the years to come. Their products are the best in the industry and they are fantastic company to work with!!