Mattresses
Casper MattressThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 19 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/27/2025
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Casper acknowledged my mattress issue and health symptoms were real, but ultimately refused to replace the mattress unless I re-exposed myself to fiberglass to provide clearer photo evidence. In March 2019, I purchased a Casper Essential King mattress. It was used as directed in one home for over four years. After a move in March 2025, I noticed the cover had unzipped slightly. When zipping it closed, I discovered fine, glitter-like particles. As someone who has worked directly with fiberglass, I recognized the itching and feel immediately.Over time, the mattress had become overly soft, leading me to purchase a topper 23 years in. I now suspect this was due to internal fiberglass breakdown.I submitted a warranty claim with:A full timeline of symptoms and use All requested tags Video/photos via ****** Drive My fiberglass work background An explanation that I could not safely disturb the mattress further Caspers rep ******* said he believed my issue was real, yet the company refused to move forward without clearer visual evidence.They even requested photos of the particles on the floor. By the time they asked, I had already cleaned the area for safety. I shouldnt be punished for being responsible with a potential contaminant. I didnt expect Id be forced to choose between protecting my health or proving it.Ive now sealed off the mattress and sleep elsewhere. My dogs also developed skin issuesone with growths. We threw out a Casper dog bed out of caution.Desired Resolution:A replacement with the Snow *** ****, which had already been discussed. I met every reasonable request. I only escalated after Casper chose policy over accountabilitydespite health concerns and written acknowledgment.Initial Complaint
Date:05/17/2025
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the best/highest end mattress from Casper to invest in good sleep.i also purchased the frame to properly support the mattress. The mattress was awesome for the first 3 years, but deteriorated very quickly short after that. The mattress dips significantly after laying down for a few minutes and has very visible dips even when not being used. The mattress was rotated 3 times a year to exceed the recommended schedule. Since the mattress has failed WAY before the expected life of the product I reached out to support for a warranty claim. They have terrible communication that is clearly designed to make the process difficult. Instead of stating all the needed info and photos up front they ask for things one at a time. This caused me to have to strip the mattress and remake the bed 3 separate times to provide all the requested photos. After all the back and forth the company refused to replace the failed product because the photos only showed dips less than 1in in depth. The product has clearly failed since it no longer provides support and now causes significant pain to sleep on. A couch is more comfortable. And they then suggest purchasing and adding a mattress topper to help with support. So they acknowledge more support is needed due to the product failure but refuse to replace the mattress. I shouldnt need to supplement a product that is designed for support with another support product. That clearly shows the product is no longer preforming its job as expected and its not even half way through the states life of the product.Initial Complaint
Date:05/13/2025
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a Casper Hybrid King matressa ($900) from ****** in 2021. Within 4 years the mattress has degraded significantly to the extent that it does not offer the same support we enjoyed in the initial years. Customer support sends us in a go around with multiple request for pictures which make no sense. They are essentially saying there is no fault with the product if there is no visible indentation. They make a substandard product, market it as premium while not honoring warranty claims.Initial Complaint
Date:04/21/2025
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a Casper mattress in the store on ********* ************************. We paid by cc. The mattress was fine the first 2 years then started to dip and shift. This is why we didn't file a complaint till now The warrantee is for 10 years. Eventually we were unable to easily get in and out of the ***** bed it was like quicksand. Multiple calls and e nails to Casper were placed. At first they were must responsive telling us they would replace the bed send us a replacement bed or full refund. Following many assignments by the casper including : photos, rotations, serial numbers gram and then ******************** string Test. They were never satisfied. I finally lost patience and requested a full refund. I was within the 10 years warranty. . I started to suspect I was not dealing with a human but a robot. When I asked and demanded a refund they no longer replied to my r mails nor phone calls. Do not buy from ***** . I ask for a full refund _$3,279.00Initial Complaint
Date:03/25/2025
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a king size Casper mattress in store at *******************************************. We paid with an **************** credit card. The mattress was relatively fine for the first 2 years but quickly deteriorated afterwards. It became lumpy and dipped considerably on the right hand side. Every morning we woke up with aches and pains to our neck and joints, unable to easily get in and out of bed as it was like quicksand. Multiple calls and emails to Casper were placed. At first they were responsive, telling us they would eventually send a replacement mattress or a full refund, provided we followed and performed the many assignments dictated by their cust. serv. ***** These included the rotation of said mattress along with detailed photos of mattress with attached labels indicating type of mattress, model and serial numbers, date of purchase, etc. In addition, we were asked to perform what they termed as the string test. This involved pulling a string across the mattress and taking a picture so they could determine where and how much the mattress dipped. Something no simple photo could ever do. Yet, even after submitting and complying with all their requests, Team Casper was never satisfied and requested yet more information. We finally lost patience and requested a full refund which was well within our rights and the warranty. I started to suspect I was not dealing with a human being but rather some kind of automated system or robot as our correspondance deteriorated, asking again and again for the same information that had been previously submitted. All using the same robotic tone and language. When asked and demanded a refund, Casper no longer replied to emails nor phone calls.We have yet to receive satisfaction!Initial Complaint
Date:01/02/2025
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Casper Bedframe and mattress on November 28, 2024, and after one month, the product has not been delivered. Despite several emails back and forth and numerous phone calls, the items still havent arrived.The order number is: Order: C00792654 on December 10, 2024. I was told the mattress could be delivered separately to speed things up, but that hasnt happened. ***, the delivery partner, canceled my order without my consent, and no one can seem to give me a clear update on whats going on.Ive followed up multiple times with Casper via phone calls and emails, but I keep getting vague responses or no concrete timelines. Most recently, I asked for an update via email 3 times and got no responses. This is incredibly frustrating, especially since my wife and I are moving into our new home and end up sleeping on the floor. My wife is 5 months pregnant at this moment, and I find it hard to live with the fact she has been sleeping on the floor. I've canceled my order as of now and Casper provided the full refund. I asked for store credit to cover the time, inconvenience, and the fact we had to sleep on the floor, and the request was rejected.Initial Complaint
Date:12/23/2024
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Casper hybrid pillow from an authorized retailer selling Casper products. The pillow says 12+ hours of cooling as shown in the pic. I contacted Casper customer service as seen in pic 2. They wont honour the trial period return even though I phoned in the first 7 days. They want to hide under the policy of their authorized retailer selling their product that wont honour the policy.Initial Complaint
Date:09/16/2024
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered 7/9/24 half of my whole order received wrong sizes delivered for one of those halves and missing item from delivered part of my order nothing on the website saying what I ordered was out of stock No updates from Casper about delayed/out of stock items i ordered 3 weeks and order not completed I reached out to get information from Casper about my order Customer server ****** was no help and said she did not have authorization to help, did nothing to put me in touch with someone who did Someone finally reaches out and says they will look for a solution and there has been zero progress I cant get refunded until i ship the partial order that I have with my own money back The lack of communication or any sense of customer service has been crazy, it is 9/16/24 with no Every single mistake and blunder that has been made is 100% on Casper, nothing to let me know what i was ordering was out of stock, no communication that my order is going to be extremely delayed because it is out of stock, missing item, wrong sizes, no customer service to remedy the businesses mistakes, no refund for my order that hasnt arrived in over 2 months and i think when you pay for something and dont get it that is stealing.Initial Complaint
Date:09/16/2024
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction: April ******* Product has 10 yr warranty The mattress sags in the middle quite a lot and I noticed this 3-4 months into using the mattress. This has given my husband and I huge back issues. I was unable to return at the time since return period ends in first 90 days. During pregnancy this mattress has affected my back a lot and now is impacting my hip. It has sunk in more over time. Per the customer service representative, I was advised to use wood boards underneath the mattress, which was no where near disclosed at time of purchasing mattress. I went ahead and made the changes only to be told they closed my warranty claim (which took them 2.5 months to let me know they are doing this). The customer service I have received is terrible, and no guidance, help or care was shown.Initial Complaint
Date:09/06/2024
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
bought the Casper Hybrid King mattress in May 2022. At first, it was great, everything was firm and we loved it. After about 6 months, I started noticing that Im having backpain that Im not used to. I thought it was something I did. I bought some bolsters and pillows to help ease the pressure in the back. But as time progressed , I realized that I sleep without pain when Im in the middle of the bed instead of on my side of the bed. Thats when I figured out that its much firmer in the middle like it use to be. And the sides have become unbearable to sleep on. Both sides! I tried my husbands too. Neither of us are extremely heavy. Hes 220, Im 190. Both within the weight range. This mattress was over 2k. I was expecting it to last us many years - it was the only way I was able to convince my husband to buy it. I was under the impression that this is a top notch mattress. After being ignored by ****** for over a month, I was able to get a response after filing with the BBB. They replaced the mattress, with an identical new one in March 2023. And guess what happened? The same thing! The mattress is unusable now. Its been a year and a half this time. And mattress is a total sagging mess. I DONT WANT ANOTHER ONE OF THE DEFECTIVE MATTRESSES. I paid over 2k for a quality product. I want my money back.
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