Reviews

Review Details

• Review fromDeanna F

  Date: 10/04/2024

  1 star
  I purchased a mattress from Casper, and it came with a warranty. Recently, I reached out for a replacement under this warranty, as my mattress has developed severe sagging issues. Initially, I was promised a replacement, but since then, I have faced difficulties in actually getting the replacement or even any response. Ive attempted to contact Casper multiple times through phone calls, online chat, and emails, but unfortunately, I have not received any responses. It has been quite frustrating to be told someone would get back to me that same day, and being assured that my concerns would be addressed.I expected better customer service, especially from a company that promotes itself as customer-friendly. I have spent so much money over the years, outfitting my home with many, many Casper products, and am starting to regret that.

• Review fromPaul L

  Date: 09/15/2024

  1 star
  My wife and I purchased matching Wave Hybrid Mattress (Twin XLs), and the top-of-the-line Casper Adjustable Pro bed frame just over 3 years ago. I have been having problems with my Twin XL (my wife is satisfied with hers), and I have experienced VERY POOR customer service support from ************************'t get me wrong, the "email person" ******** was always polite and cheery in our exchanges, but the actual resolution of the problem was a complete runaround, and a long term (over a month)exchange of emails that was a complete waste of time. Casper kept asking for photos, and various mechanical measurements, and written histories ......in one email after another, seemingly just trying to get me to go away. My mattress clearly showedsome evidence of sagging/collapsing in the middle (even though we do rotate our mattresses as instructed, and even though the tight fabric top of the mattress hides much of the real problem when nobody is on the mattress itself). After weeks and weeks of pursuing any kind of help, in the end Caspertold me to "maybe try rotating your mattress, or maybe go buy a topper." So disappointing and painful, coming from a company that I thought wouldstand behind their premium products. I will be throwing out my expensive mattress after just over 3 years, and my next purchase will be from a company who will stand behind their promises and their product. Find another mattress if you are investing in quality sleep. ~**** in *****.

• Review fromSherry B

  Date: 02/19/2024

  1 star
  We bought a king size Original Hybrid mattress from the Casper company. We have had it one year and it is terrible. It sags and is extremely uncomfortable. We also bought an adjustable bed frame. The frame now raises unevenly. One side goes up higher than the other. I've called customer service several times to request a representative to please come and look at it for themselves. Their response was "send pictures". I called several times and got the same answers. They said they have no one to come and assess the situation. There is no way they could tell that the mattress is defective from pictures. I did try to send some, but got absolutely no feedback. That one star is a typo. We are senior citizens in our 70's, on fixed incomes. We are Highly disappointed and may have to throw the whole thing away, and buy a different brand of mattress. CUSTOMER SERVICE IS HORRIBLE. I hope the ******************** can help us.******

• Review fromBarry S

  Date: 06/21/2023

  1 star
  Terrible customer service. And they did not honor my warranty

• Review fromDebbie S

  Date: 06/17/2023

  1 star
  **************** is useless. I bought the ********************** at ****** and when I opened it there was a tear in the top cover. Casper told me I would have to take it up with ****** as I didn't buy if from Casper. I called ****** and they told me to unzip the cover and bring it in and they would swap it out for another mattress cover. I did this with no problems and when I went to zipper the new cover on it didn't fit and was too large by about 6 inches, Casper told me that I should not have removed the cover, ( a new policy of theirs) and they could not do anything to help me as I didn't buy the mattress directly from them. I told them I am elderly and disabled and could not return the mattress to ****** alone. I asked that they have a truck come to pick it up and leave me a new one. Same answer. I didn't buy the mattress from them and they couldn't do anything. BAD CUSTOMER SERVICE AND WARRANTY SERVICE

• Review fromML P

  Date: 05/12/2023

  1 star
  Casper does not honor its 10 year warranty. I reached out on January 20th and have been getting the runaround since then. Sporadic emails with promises of resolution. I ordered two mattresses and one frame in 2021. The queen wave hybrid is so lumpy it wakes my up at night. The Full nova hybrid is the same. The mattress frame broke immediately, and we just dealt with it. Now that the mattresses are not holding up, I want all three resolved. I reach out regularly and they do nothing but empty promises.

• Review fromRita M

  Date: 03/21/2023

  1 star
  Casper does not honor the 10 year warranty on their mattresses. I had the worst experience with communication with both representatives promising me a replacement mattress, after numerous calls and over 30 emails they have now gone silent. Their mattresses are supposed to come with a 10 year warranty but you first need to wait 5 days then hope you get approved.Im at five days now and I believe I will never receive a replacement.

• Review fromJanet T

  Date: 01/29/2023

  1 star
  Purchased a mattress from them years ago with the promises of a pool float included. Pool float never came. Contacted customer service and they promised me a pool float with no additional info so they basically lied to get me out of their hair. Years later, I gave them another chance and purchased a bedframe that cost me over $1000 which was a substantial amount of my paycheck. I paid with Affirm for 6 months and when I made my final payment, I notice the bedframe had a huge chip on it from nowhere; I have no kids or pets. I contacted Casper again to see if they could give me some suggestions to repair the chip (not replace the bedframe), and they gave me some ridiculously dumb and useless response saying they'd get back to me paired with emojis then they never said anything ever again. Stay away from this hipster garbage brand. They don't care about customer service. I have a cheap bedframe from **** that I used as a kid, teenager and in my 20s and that one is still undamaged in my mother's house. This Casper one barely lasted 1 year without getting busted and it came with a huge price tag.

• Review fromChristel W

  Date: 12/12/2022

  1 star
  This is a complaint about Casper Mattress policy and procedure. I tried to make a referral so the person buying the mattress could receive %25 off of a mattress and I would receive $75. The person I referred lives in my household and because we used the same IP address we were not able to refer and then utilize the savings. I could find no written indication this was Casper policy and took screen shots of their published policy I found on their referral program. The most disturbing aspect is when the person referred tried to use the %25 off it appeared to go through and even placed a promotional coupon in the checkout section of the order. Had we not known the amount we were supposed to be saving we could have easily thought we had received the correct amount off and purchased the mattress completely unaware. I feel if you dont qualify you should receive an oops you dont qualify due to the following reasons and not be potentially under the impression you received a referral discount when in fact you did not! Also, when I called customer service I was told to use the program the person being referred should go home to make the purchase under their own IP address. Several policies seem problematic which is why Im making this complaint. Hopefully Casper Mattress will fix these issues.