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Business Profile

Mattresses

Casper Sleep Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

This profile includes complaints for Casper Sleep Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Casper Sleep Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 148 total complaints in the last 3 years.
    • 49 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 mattress about two years ago. While it was comfortable at first, I started experiencing back pain after about a year of use. At first, I thought it was a personal issue, but I noticed the pain disappears when I sleep on other mattresses during travel. This strongly suggests the Casper mattress is the ******** address the issue, I added a mattress topper, which helped slightly at first, but the pain eventually returned and worsened. I contacted Casper to inquire about the warranty and sent them photos of the mattress. They responded by saying there was no visible damage based on the pictures, and I received no meaningful response or resolution. However, I strongly feel the mattress has changed over time and no longer provides proper support, even if the surface looks fine.Ive since done some research and discovered that many others have reported similar experiencesdeveloping back pain after the trial period ends, with no visible sagging but noticeable support ********* asking Casper to either replace the mattress or issue a refund. I feel the product no longer performs as promised, and Im seeking a fair resolution.

      Business Response

      Date: 06/10/2025

      Hi ********

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.

      Regards,

      Customer Experience Team | ********************
      ********************************************************
      ************

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My mattress is defective sagging in middle and they are making me jump through hoops to replace it they told me they can see the sag but still want more pictures ridiculous less then 2 years old and has a 10 year warranty

      Business Response

      Date: 06/06/2025

      Hi ****-****,

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you via email to further assist. Please dont hesitate to reach out with any other questions.

      Regards,

      Customer Experience Team | ********************
      ********************************************************
      ************

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 2 twin XL mattresses on December 11, 2024. I immediately registered for the warranty and received a confirmation of the warranty. After having the mattresses for about 2 weeks, they had not fully expanded. We contacted ****** and they were sold out so were unable to send a replacement. I contacted Casper and spoke to customer service and was advised to wait until the 100 trial had passed and then file the warranty since I didnt want to return the mattresses for a refund. I waited and still, the mattresses have not expanded any further. They are 2 inches shorter than the dimensions of a twin XL mattress, so they arent even technically twin XL mattresses (which is plainly stated on the boxes). I provided photos and a receipt. They are also supposed to fully expand to 13 inches. These mattresses are not 13 inches at the foot or the head. They are measuring roughly 10.5 inches at the head and foot and ***** inches the center. I was told that they will not do anything for these mattresses as they were not purchased from ******. I have provided a receipt and photos showing that they were purchased and shipped from ******. I have not received any more responses from Casper. I would like the warranty honored since I registered for the warranty and provided the receipt and mattress tag photos at that time and was told that my mattresses were covered and I was advised to wait until the 100 night trial was up and file a claim for the warranty. Since I did what I was advised, the return window is now over and I cannot return these mattresses for a refund and I have 2 mattresses that are unusable and not even the correct dimensions that are stated.

      Business Response

      Date: 06/06/2025

      Hi ****,

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your products and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you via email to further discuss. Please dont hesitate to reach out with any other questions.

      Regards,

      Customer Experience Team | ********************
      ********************************************************
      ************

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Casper has offered to replace the defective product. 

      Sincerely,

      ****** ***



       

      Business Response

      Date: 06/03/2025

      Hi ******,

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your mattress and our support team. We want to make sure this is addressed. It looks like a Supervisor has contacted you via email to further assist and get this resolved for you. We appreciate your patience and please dont hesitate to reach out with any other questions.

      Regards,

      Customer Experience Team | ********************
      ********************************************************
      ************

    • Initial Complaint

      Date:05/27/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. But if I do not receive satisfactory response within the 24 hours is promised I will have to escalate this.

      Sincerely,

      ******* *****



       

      me:Casper must reorder the correct wooden headboard immediately The headboard must be delivered and installed at no cost to me If this is not possible, I expect a full refund for the undelivered item

      Business Response

      Date: 05/28/2025

      Hi *******,

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your delivery and our support team. This timeline is unacceptable and we want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.

      Regards,

      ******** ********** **** * ********************
      ********************************************************
      ************

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      This complaint has NOT been resolved. I HAVE responded. 


       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***** *******




       
      d my communications with Casper.

      Business Response

      Date: 05/20/2025

      Hi *****,

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.

      Regards,

      ******** ********** **** * ********************
      ********************************************************
      ************

      Business Response

      Date: 06/03/2025

      Hi *****,

      Thank you for reaching out and updating us on your experience. We have escalated this case to a Supervisor who is in touch with you so this replacement and removal can be expedited. We really appreciate your patience throughout this process. Our support team should be able to get a replacement mattress shipped in the next 24 hours. Please dont hesitate to reach out with any other questions.

      Regards,

      ******** ********** **** * ********************
      ********************************************************
      ************

    • Initial Complaint

      Date:05/16/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


      Im writing regarding my complaint against Casper Sleep (ID #*********. The business responded saying a supervisor would contact me within 24 hours. I replied directly to their email, clearly requesting to continue the conversation in writing, but I never received any further follow-up or resolution.

      Since I did not receive a formal proposal or offer from the business, I was waiting before responding in the BBB portal.

      I would like the case to remain open or be reopened so I can confirm whether Casper will follow through with a real resolution. Please let me know if additional information is needed.

      Thank you,
      ********** *****


      Business Response

      Date: 05/20/2025

      Hi **********,

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.

      Regards,

      ******** ********** **** * ********************
      ********************************************************
      ************

      Business Response

      Date: 06/10/2025

      Hi **********,

      Thank you for reaching out and updating us. We see that our return partner, *********, contacted you yesterday and has you scheduled for a pickup today, 6/10. If this not the case, please let us know. We will have the Supervisor that has been in contact with you, follow up with you and confirm. Assuming your scheduled removal takes place today, he will be able to confirm your refund has been pushed through by the end of the day tomorrow.

      Please dont hesitate to reach out with any other questions.


      Regards,

      ******** ********** **** * ********************
      ********************************************************
      ************

      Customer Answer

      Date: 06/15/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.



      Sincerely,



      ********** *****







       


    • Initial Complaint

      Date:04/29/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      Still no solution and waiting on delivery . Will update when a solution is found 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***** *****




       

      Business Response

      Date: 04/30/2025

      Hi *****,

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your delivery and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.

      Regards,

      ******** ********** **** * ********************
      ********************************************************
      ************

      Business Response

      Date: 05/20/2025

      Hi *****,

      Thank you for following up about your experience. We see that our team his been in contact with our delivery partner to resolve this as soon as possible. The Supervisor that has been in touch with you will continue to update you until this is resolved. We appreciate your continued patience and please dont hesitate to reach out with any other questions.

      Regards,

      ******** ********** **** * ********************
      ********************************************************
      ************

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***** *****



       

      Business Response

      Date: 04/01/2025

      Hi *****,

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your return and our support team. We want to make sure this issue with your payment is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.

      Regards,

      Customer Experience Team | ********************
      ********************************************************
      ************

    • Initial Complaint

      Date:03/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 casper mattress in the year of 2016(with 10 yrs warranty) We started noticing the change few weeks back( 2024 end to 2025 beginning) Visible indentations/ slope is there and when we sleep on it , one side of it sunkens even more. That area is lumpy as well. So we contacted and attached few photos along with the email to them(casper support).They initially asked us to send more photos.We sent them numerous photos of different sides along with original tags pics etc. PLease mind that its a cal **** mattress (very heavy)and for us middle aged couple it was not easy to toss and turn the *********** my husband has back issues. But we still sent them the necessary photos multiple times from different angles.They were never satisfied and how can we tell them the feeling that we are having sleeping on that mattress. Feeling cant be expressed in pictures right?They were as**** for more photos and were not satisfied. And eventually they stopped responding to our email. We have the whole email and purchase history of it.

      Business Response

      Date: 03/21/2025

      Hi ********

      Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you via email. Please dont hesitate to reach out with any other questions.

      Regards,

      Customer Experience Team | ********************
      ********************************************************
      ************

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