$15,000 Hastens Bed Failed--Warranty Not Honored I purchased a Hastens Aurora bed for approximately $15,000, sold with a 25-year warranty. After 10 years, the bed sagged so severely that my wife and I can no longer sleep on it without experiencing back pain. Hastens claims to have resolved the issue in newer models. Yet instead of honoring the warranty, they offered a 15% discount on a replacement bed priced between $22,000--$ 56,000. This is not a solution--it's an insult. A luxury brand should stand behind its products and its promises. I cannot recommend Hastens based on this experience. Hastens warranty is meaningless. For super-highly-priced bed a warranty ought to be a major consideration when making a purchse. For this reason I strongly advise against purchasing HASTENS BEDS. #Hastens #WarrantyFail #LuxuryBedDisaster #ConsumerRights read more

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All good, great company with amazing customer service. Got the bed and everything delivered. read more

Hästens Soho Store - Mattresses Near Me - New York, New York

Don't buy from Hästens. The risk of getting stuck with a defective bed is just not worth it. I am sharing this because after 3.5 years of persistent efforts, I have given up on Hästens doing anything to resolve my issue. In 2020, I purchased a Herlewing extra-firm bed from their Shenzhen store in China. The bed was delivered by a third-party, inadequately wrapped in plastic. For an extra-firm bed, it lacked the expected thickness, and the BJX Luxury top mattress was 4 inches shorter than the standard full size. I immediately asked for a refund and documented the defects on the delivery note. However, since they were a third-party delivery service, they refused to take it back. Since then, I have been relentlessly trying to get a replacement or a refund. If this had happened elsewhere, the issue would have been resolved promptly. However, the Shenzhen team has been extremely unprofessional and unresponsive. Despite repeated calls, they have only visited twice in 3.5 years. The first visit was a superficial "visual audit," and the second visit involved merely checking the color code of the spring. Although they confirmed the correct spring was installed, the bed provides no support and behaves like a trampoline - see the photos attached below and judge for yourself. The store manager defends the bed, claiming, "this is a genuine Swedish product, so nothing is wrong." This excuse is unacceptable, akin to taking a Porsche for repair and being told that nothing is broken because it's a genuine German product. I escalated the issue to Hästens Global Customer Service, but they sided with the dealership and offered no solution. I argued that since my bed was delivered like an online order, the refund policy should apply. They dismissed my claim, stating they trust the dealership's judgment as they are trained by Hästens. The Hästens website advises not to accept orders if the packaging is damaged - mine was MISSING, just wrapped in a thin plastic bag. I truly believe that Hästens should completely rethink how they do customer service - if merely for how much their customers spend on each of their beds. There's nothing you can do if you get stuck with a defective bed. Attached are photos showing the bed sinking about 2 inches even when no one is on it, and the left and right sides are uneven. This bed has significant issues only after 6 months of light use. I am appalled that this passed quality control. Find below a google drive link to photos of my Hästens bed. Do not buy from Hästens. Thank you for reading. https://drive.google.com/drive/folders/1ooQm_xFWmT7c2mmho7-1HobrdTBajIiN?usp=sharing read more

I have never had back issues with a bed until I slept on their $20,000 model for a year. IF YOUR HAIRSTYLIST RECOMMENDS YOU BUY ONE HERE, know it's a SCAM. He gets paid by Hästens to tell you that. This entire business is just that... a scam. My back is so much better after switching to a new mattress, let alone having to sleep on an easily stained and un-cleanable, unsanitary bed. read more

I originally bought three Hasten beds ($10,000+) for my home including a split king mattress/box-spring combo. Throughout the sales process, I was never warned of the issue of having a split king. The crack between the two mattresses has become a huge issue. In fact, they assured me that the crack was not an issue because of the pillow top that accompanied the bed. After contacting customer service for suggestions or for an appropriate remedy, what I expected was perhaps an offer to receive an additional mattress pad ($200) to help alleviate the feel of the crack. What I got was a "too bad for you" response. This to me, is unacceptable at these prices. Their customer service should be much better than this. If you buy one, better hope you do not ever have an issue with the bed. read more

We worked with Saroya Garcia and had a wonderful experience! She was knowledgeable, not pushy and extremely accommodating. She spent the time to help us understand the company, our options and find the best bed for us. She was responsive to our emails and even held the store open late one Friday night when we couldn't get out of work in time to get there before closing! We couldn't be happier with our Hastens bed and had a wonderful experience working with Soy! read more

This reviews is for Saroya Garcia of the Soho store: I had been trying for a few years to get help replacing my 1/2 of the bed - a king in two pieces, mine being soft and my husband's being medium. Mine sagged after a couple of years, but the company put it down to "natural materials", refusing to even try to tighten it up (it would void the warranty!!). Eventually I couldn't stand being sore every morning, and took them up on their "offer" of buying a new side. Turned out, they had discontinued the style I had, and said they could not make one. Other available styles were not the same height as my husband's side. We were looking at replacing the entire bed, which frankly was not going to happen at these prices. Saroya went all out to make sure that I was able to buy the section of bed that I needed. Her customer service was outstanding, and in spite of my feelings about the company, my experience with her was 5 stars. It took a lot of effort on her part, and her communication and follow up was perfect. read more

I have been shopping for mattress for a while. A friend recommended Hastens. Boy, it was the most comfortable mattress I have ever slept on. Although I ended up with bedding materials not mattress, I was very impressed by Barbro's professionalism and her knowledge in this prestige product line. Thank you Barbro for your help today. read more

Lori and Saroya were really helpful in helping me find the perfect pillow for my bed, as well as a bed for my friend. Memorable experience.

Awesome mattresses, awesome everything. Walked in for price info, walked out with a SOLID mattress viewing experience. Now I know what a $100,000 mattress feels like! read more

Worst value ever! $15,000 for a mattress that becomes hard as a rock. And their warranty is a total scam. When you call to complain, They send so-called technicians over who just turn a few buttons and then tell you that you may have a problem when they can't improve it. Then they lie to their supervisor on the report. Unbelievable. Stay away! read more

Wow, the men working here ? superb,They were able to help me have bedding shipping out to California by the time I get back.The natural materials are a big selling point. And to rest on it feels like being in a supportive vat of whipped cream pure luxury. read more

Terrible. Paid $22,000 for a bed with a 20 year warranty and after a few years the bed was sagging in the middle and Hastens wouldn't replace it. These beds are a total scam read more

I've owned this bed for 5 years, and every night is a dream.

After spending so much on a mattress I would expect it to be comfortable for many years. I have clear indentations on the bed, and asked customer service to help remedy the issue. They came over and told me a needed a new topper for $3200, and then it would be fixed. I bought the topper and 2 months later, the issue was not resolved. Customer service came back over to evaluate and told me to walk on the mattress to even it out. Definitely not worth purchasing to go thru all this trouble. Also, they said the $3k topper would remedy,w which it had no effect except ripping e off yet again. read more

The sales people at this bed store were very helpful. I guess they better be when there beds cost up to $65,000!!!! They all knew the product inside and out. I want one soooo bad, well not the 65k one but the one thats only $6,000. They are so comfortable and good for you. They are all natural and chemical free. No more cheap toxic foam beds for me! read more

Despite the high price, Haastens has not bothered to resolve the issue with the mattress topper. There is too little stiching and, as a result, if two people sleep in the bed, the result is a large lump in the middle -- where the stuffing has shifted. When I went back and asked about this issue, I was told to walk on the topper. This is a ridiculous solution. Their sheets also shrink with normal washing. Definitely not worth the money. read more

We worked with Barbro Sjötun at Hastens Soho and could not have had a better experience. Over the span of many visits, Barbro patiently took time to walk us through our many options. In addition to being an expert on Hastens and their amazing product line, she also seems to be an expert on sleep and had many insights that she was generous enough to share with us. Once we were ready to make the purchase, she was very responsive (even over weekends) - we could not be any happier with the service we were provided as well as the final product. read more

I bought my Hastens bed 8 years ago and I still look forward to sleeping on it every single night. The customer service is polite, friendly, and helpful. I recommend you take the time to test each bed out properly to make sure you're making the right choice. It makes you think seriously about what position you sleep in. They give you ample time to try everything, and will even give you a blanket and turn down the showroom lights. After all, it is a hefty investment. Also, they aren't kidding when they say you have to religiously flip the mattress during the first year or so to make sure it settles evenly. My salesperson would call me when it was time to flip it again. Now that is customer service!! Follow their advice, and you'll be the proud owner of a solid and comfortable mattress 8 years on. read more

Barbro is a mattress expert in addition to being just a genuinely nice and interesting person to talk to. She is familiar with all high end mattress brands and I've learned a lot from her. After owning my Hastens 2000T for 5 years I am back to buy another one for my weekend home. read more

Incredible product, incredible service! Customer service went above and beyond.. recommend to all!

After being discouraged by an unpleasant salesperson at the Upper East Side location. I ventured to the SoHo location where the salespeople were much friendlier. I ordered a very high end mattress in which I have waited three months to receive. After communicating with the team and having the date changed multiple time (by them) we settled on a date and time. That date came and they tried to deliver well before the delivery window. I made sure to accommodate this and did everything I could to make things run smoothing including co-ordinating alternate elevator use with the delivery. After everything was in the apartment and the movers had left I realized that the mattress that was delivered was not what I had ordered. Immediately contacting the company, who were confused, I was treated as though it was an error on my behalf. Rather than the concern of making sure i had the mattress that I had ordered three months ago the issues was the incorrect mattress and soon soon they could pick it up. When I asked about when I can expect mine (as it was scheduled for today) the response I received was, "I don't know". After a number of calls back and forth it was decided that the incorrect mattress would be picked up and the correct delivered at the same time. Then another phone call- the mattress is scheduled to be picked up but still no idea when my mattress that was ordered three months ago and had scheduled for delivery today would be arriving as they can't swap them on the same day. At the end of the day I'm still waiting on my mattress and I was treated with a bad attitude by all of the staff who didn't take any responsibility for their mistake. This isn't the high-end customer service you would expect from a high end store. Very disappointed. read more