svenandson.com Recensioni 

Misleading 120-Night Trial Policy – Great Base, Terrible Mattress & Worst Customer Service

We purchased the Sven & Son Classic Series Adjustable Bed Frame (Queen Size) with a 10" mattress, along with the Diamond Coverage Plan. While the adjustable base itself is good and works well, the mattress and the company’s customer service have been a massive disappointment.Within just 7 to 10 days of using the mattress, I began experiencing severe back pain and discomfort. I contacted customer service immediately to report the issue, but they were completely unhelpful. Instead of offering a real solution or a refund for a product causing physical harm, they rigidly stated that I would have to pay an additional exchange fee plus tax just to try a different mattress.Their advertised 120-night trial guarantee is highly misleading. It is not a true trial or return policy; instead, it is a "Comfort/Loyalty Exchange" designed to extract more money from frustrated customers. I do not understand why buyers are expected to pay even more out of pocket for a replacement that might also fail to fit their needs. Purchasing the extra Diamond Coverage Plan felt like a complete waste of money that did nothing to protect my comfort. I REGRET purchasing the mattress from Sven & Son

My Advice: Do NOT buy a mattress from Sven & Son. Their customer service does not care about your comfort or physical well-being once they have your money. If you like their products, only buy the adjustable base, and purchase your mattress from a reliable company that offers a true, hassle-free comfort guarantee.

The sales experience with Shannon was seamless, but everything since July 27th has been an absolute nightmare. I purchased a Sven & Son adjustable bed with full White Glove Service and haul-away for my elderly mother, who was recovering from a serious car accident, where her car was totaled, and needed an adjustable bed to support her with pain management and healing. Instead, Sven & Son delivered gross negligence and structural safety hazards.

1. Misrepresented Delivery: Promised a morning window, so my brother, who is over 2 hours away was there at 7 AM. Then they changed it to 8 AM–8 PM. My brother had to leave by 3 PM and Drivers didn't arrive until 7:57 PM, leaving my injured mother having to manage this alone...all day without being able to appropriately plan so she could even take her pain medicine.
2. Incompetent Setup: The delivery person said in their 14 years, they had never done a haul-away service, left at 9:30 PM with the remote completely un-paired, and left the bed entirely non-functional, with a board protruding from under the bed propping up the legs.
3. Physical Safety Hazard: The team left a makeshift wooden board shoved under the bed to prop up a leg so my concern is the bed is not completely flat, so it is not structurally sound. My injured mother has already stubbed her toe on this hazard.
4. Customer Service & Customer Care Failure: I have been emailing DJ, Jenae, and Von since 7/27. On 8/2, Von promised a 24-48 hour update, as of 8/12 there was no update. Once I emailed AGAIN on 2/12, then I received a response that that the issue is being escalated again to management, but guess what? Based on the email response, “Our management team is currently out of the office, so I do not have a final decision to provide you today regarding the full refund, removal of the bed, and the additional requests outlined in your email.”

Given the circumstances, having made the same requests over and over for the bed to be properly installed, for a working remote that their technician could not get to work, having sent pictures of the board protruding from the bed, having explained that my mom is elderly and in pain and needs the adjustable bed that works…..IT HAS ALL BEEN TO NO AVAIL. Because our request to correct set-up, remove the board, which is an injury hazard, properly pair the remote so the bed is functional, has gone completely unresolved, consequently, I provided the entire email thread to AMEX to file a dispute, and a BBB case is open.

Because they hauled away my mom’s original mattress, the strict expectation is that a replacement mattress or immediate financial compensation for the replacement will be provided so we can move forward to get my mom what she needs.

IS THIS ACCEPTABLE CUSTOMER SERVICE? IS THIS THE STANDARD OF CUSTOMER CARE THIS COMPANY PROVIDES? DOES THIS TREATMENT ALIGNS WITH THE COMPANY'S POLICY RELATED TO CUSTOMER COMPLAINT RESOLUTIONS? IF A MEMBER OF THIS COMPANY HAD A MOM THAT WAS IN A SERIOUS CAR ACCIDENT, WOULD THIS TYPE OF SERVICE BE ACCEPTABLE?

It is incredible to pay over $1700 for negligence, non-responsiveness, and despicable customer service. So, AVOID this brand at all costs if you care about safety and customer care!

Awesome adjustable bed frame and mattress. And even better customer service! Everytime I call them someone in the USA answers immediately. No phone tree, no robot operator. They are so kind and fix every issue. I messed up ordering and forgot to use my flex spending- I called them and they helped me fix it right away. A year later, my dog ate my remote. I called them and they helped me right away. 10/10 works recommend. And would buy again!

I’m posting this to share my experience with Sven & Son, which also operates another website under the name Sleep Geekz. Both sites sell the same products and follow the same policies.
I ordered a medium-firm mattress and received a medium-soft hybrid with memory foam, which did not match my order specifications. When I raised this, the company would not acknowledge the wrong product and instead reclassified the issue as a “comfort preference.”

Once that label was applied, my only option became a *single* comfort exchange with me paying for price difference — not a refund and not a correction of the wrong product. The exchange options offered were not equivalent to what I purchased and were not usable for me, particularly given a documented medical injury that developed from using the mattress.
Customer service was non-responsive and not accommodating, and there has been no resolution. I currently have an open dispute with my credit card company. I should also mention that the third-party company that delivered a replacement frame to replace a defect frame, they had an order to remove the mattress. Now I don’t have a mattress at all.

If accurate specifications, materials, or health considerations matter to you, I strongly recommend avoiding this company. Once an issue is framed as “comfort” by them, refunds appear to be off the table.

Update: This matter was ultimately resolved in my favor through the credit card dispute.

We bought a Classic Split-King with 14" mattresses and sheets in Oct 2020. The "white glove" delivery was terrific. Now in 2025, it is still working with no problems for the past 5 years. The "DreamFit" sheets we ordered from them were expensive but well worth the price - they have a huge elastic band to keep the sheets from slipping as the bed adjusts up and down. Other sheets just don't cut it. And 5 years later the sheets and elastic are still good. We bought a second set recently to make sheet changing easier when we wash them. The only issue is we dropped the remote about 100 times and one finally broke. No Problem. I ordered another one and they now have a silicone sleeve that can be ordered, as well, to protect the remote from drops so the batteries do not go flying across the room. We could not be happier with this terrific bed and we highly rate the products and service from Sven & Son. It is great to know that 5 years later parts are still available.

Sven & Son (svenandson.com) is a SCAM - refusing to pay Affiliater and Partners