Very poor after sales customer service
I am extremely frustrated with the lack of customer service after placing my order. When I ordered, I asked about delivery times and was told it would take one week. I even offered to pay extra for expedited delivery, and I was promised that they would look into options and contact me once the mattress was ready to ship.
However, two weeks later, after order should have been ready for shipment, I still hadn’t heard anything. I had to reach out to the company myself, only to be informed that my mattress had shipped, with a delivery estimate of up to three weeks. This situation has caused significant problems for me, and when I requested a specific delivery date, I was given tracking details for a shipping company that only has a chat bot—one that doesn’t even accept my tracking number.
After hours of trying to get assistance from the Sivana team, they simply provided an email address and left me to figure it out on my own.
We haven’t even had the chance to test the mattress yet, so I can’t comment on its quality, but the abysmal customer service we’ve received is completely unacceptable. I am very disappointed and would not recommend this company to anyone.
Reply from Sivanasleep
Dear Ulyana,
We sincerely regret your experience and fully understand your frustration. In your delivery area, we work with an external logistics agency, which unfortunately prevented us from providing the personalized level of service we strive for. That said, we take full responsibility and have already taken steps to stop working with partners who do not meet our standards.
We truly appreciate your feedback and remain at your disposal for any further assistance. We hope that once you receive your mattress, the quality of the product will help to offset this initial impression.
Sivana Sleep Team