Casper Reviews 6,088

Ordered, paid waited a couple days got rid of my daughters old mattress waited another 4 days called and was told…. Sorry it’s out of stock. Hopefully we will get our refund so we can go locally and get one today

I purchased and paid online, $2400 for a Casper mattress, bed frame, and pillow headboard on May 7 via order # C00496465 They promptly hauled away our existing mattress and bed frame, so we have been without a bed since that time. I have made numerous calls to their customer service agents. Each time, I am told that my order is only partially fulfilled at their local hub. Their tracking showed that everything was going to be executed on Tuesday, May 23rd. When I did not receive any calls for delivery and installation, I contacted their customer service agent once again. I was again given the runaround with no definitive time-frame for when my order would be completed. I am so very disgusted with their poor attention to customer service, that as of yesterday, I have had to involve my credit card company to help resolve this dispute. They have my money, but I do not have the merchandise. If at all you decide to buy a Casper mattress, go to a retailer; don't order it online! They will make your life miserable! My experience with Casper has been nothing short of disgusting! If they do not complete the order by next week, I will have no option but to cancel and request a full refund! No customer should have to experience this kind of nightmare!

Don’t buy a frame from Casper. It’s seems like it’s theirs but it’s not and when it breaks they tell you it’s not covered even though you paid a premium price buying from them. You have been warned

Absolute nightmare to return a mattress, the company never shows up after 3 appointments and Casper doesn't care they just want to make it as complicated as possible so they can steal your money. Been trying for over 40 days to return this mattress now.

This purchase has been a disaster from start to end. First, they billed the same $1800 mattress FIVE TIMES on my credit card, completely exceeding my limit and triggering a grocery delivery cancelation for the next day due to the limit being exceeded.

I asked to return a mattress only 30 days after receiving it, so well under the 100 days period. Casper asked to schedule a pickup with RXO and this is where the nightmare begins. First, RXO sends a broken email asking to click the button to schedule a pickup, but there is NO link with the button. See on the screenshot, there is a text saying "Button not working? Go to trackrxo.com" lol try going to this site by yourself, the domain is disabled! This is done on purpose.

Pickup attempt #1 with RXO: Canceled after waiting all day, RXO pretend "broken equipment"

Pickup attempt #2 with RXO: Rescheduled on April 24, we wait all day at home and nobody shows up

Pickup attempt #3 with RXO: Rescheduled for May 1st, again nobody show up

I have re-contacted Casper again after 3 failed pickup attempts, I even proposed an alternative method of returning the mattress as I had a friend donate it to charity and provide a receipt. But then Casper just proceeded to ghost me, stop answering all emails, steal my money, and run.

I'm telling all my friends and family to never ever order anything from Casper. This is my last attempt to find a solution before I file a chargeback claim with MasterCard as I have done more than enough reasonable attempts to solve this problem. Casper Order C00462855

Honestly even if I wast dealing with the issues I’m having, I’d never be a Casper customer again just based on their customer service alone. So, the zipper on the cover of our mattress broke a while back, we did nothing out of the ordinary that comes with bed use to cause that. Come to find out that since then the mattress has been leaking fiberglass and it’s all over our bedroom. Id heard about fiberglass issues happening because the cover was removed or came undone, so you would think they wouldn’t put a zipper on it if it wasn’t supposed to come off right?? But no, it does and our zipper broke and it came unzipped. I was reading the tag (this is the Casper wave I believe, was top of their line when we bought it), and it literally even says on the tag that you CAN wash the cover, not that you can’t like I’ve seen other people say with fiberglass beds like nectar. Which is crazy because the cover coming off is what caused our issue with the fiberglass. Not to mention that fiberglass isn’t even listed as a material that’s used in the mattress, but it definitely is. So I contacted Casper about the issue, and it took them a week to even get back to me so I could send over the pictures and information they needed. And now that I have it’s already been 2 days with no response and I’m not expecting one any time soon. Terrible customer service, honestly at this point I’ve abandoned the idea of getting anything resolved on their end and I just broke down and spent money I don’t have on a puffy mattress so I don’t have to keep sleeping on the floor (thanks for being on sale puffy!). The Casper mattress itself wasn’t even that great anyways, too expensive for the fact it started to sink within the first year. Never buying from them again and you shouldn’t either of you don’t want to eventually be dealing with a nightmare cleanup with zero help or even a ‘sorry’ on Casper’s end. I’ve spent all day today bagging things and getting ready to do vinegar washes on bedding and clothing to see what I can save. Still a lot of work to be done before a new bed can even be put in. So thanks Casper, you suck and are the worst company ever and that’s saying a lot because I’ve dealt with some pretty bad ones before.

I was hesitant at first but I’m hold o went with them. I’m a big fan of them now and sent a few relatives here too.

First time ordering a mattress, and me and my girlfriend tried one at a store and loved it, so thought why not get one when we move to the east coast. Ordered one got the pillows and sheets and in a months time no follow ups no information. Rxo the partnered delivery company says they dont have it and Casper is saying they do. Lot of finger pointing an no information on where my mattress is. Please do yourself a favor and just order through another company.

Horrible experience. Purchased the mattress in a casper store after trying it out in store. After the unboxing and first night it felt nothing like the one in the store. I only made the purchase since I was told 100 night risk free trial. I called to return it and have been rotated through multiple different customer service departments, to finally be told I need to store the mattress for 30 days before I can return it. Why do I have to store the mattress for them? Also, why was I blatantly lied to by the salesperson? I highly recommend spending your hard earned money elsewhere.

I purchased a Casper Nova Hybrid two weeks ago (my second one). It still is off gassing a bit. Hope that ends soon. The big problem was the customer service. They offered a free ($1600) bed frame with the mattress 4 days after my purchase. I called and asked them to make this right for me. They refused. I missed the promo and that was that. Terrible customer service.

I usually love casper but my experience this time was so horrible that I would definitely not recommend anymore. Their customer service is friendly and you feel like you're getting taken care of. Next thing you know, no one has followed up on any of the things they said they would do on the call.... And now it's been over 2 weeks with still no delivery of the mattress.

Horrible website! Discounts were not included in my purchase and I only noticed it when I was emailed the confirmation. Customer service was very rude and told me I was wrong by asking.

I purchased a twin nova hybrid mattress on February 8, 2023. It was delivered on Feb 9 2023. Since delivery I have contacted CasperSleep by phone and email because the mattress is defective--did not expand fully and has problems with the inner foam fitting the cover. I sent photos and was told I would receive a refund. For 3 weeks I have been trying to have the mattress picked up as stated in the 100 night trial policy. Today I was informed by a call centre agent in New York that there are no exchanges, and that their partner 1-800-got junk would not be picking it up because they want to charge Casper extra money. He also said a supervisor from Casper would call today. I spoke to a supervisor,Carlos, 3 week ago and am still trying to come to an arrangement with Casper.

I purchased a split king bed with mattresses and motorized adjustable frame over two months ago and still have not received it. It was the most expensive/highest level mattress and frame. The delivery service notified us one of the boxes was damaged and rescheduled. Then they came out and during assembly found a wire was cut on one of the frames so we rejected the delivery. The alternative was to contact the company for a replacement part (which it is clear now that we never would have received it). It’s now been over two months since the order and multiple calls and emails were sent to try to get our product. The delivery company referred us to the corporate number/store. The store referred us to the corporate number. The corporate rep referred us to the delivery company. Multiple calls and email exchanges were made over another 1.5 months (at least, still happening). Now I just want my money back and I still haven’t heard from them regarding a refund. Absolute worst experience and for such an expensive product. I do not recommend purchasing anything from this company. If you ever have any issues, you’ll never get them resolved and they are a nightmare to deal with.

Bought their mattress in 2017, had 5 fantastic years of sleep, good temperature regulation, excellent support, no back issues. After 5 years started to notice a dip on my side, despite regular rotations. I'm about 94kg, so was surprised by this. Spoke to the company, who despite no longer operating in UK, were kind enough to refund me the purchase price. That is astonishingly good service. Please come back, we need more companies like you! Would buy this again in a heartbeat.

We purchased a mattress for our new apartment. We had to have some closets built in out bedroom and that took 2 months due to pieces being out of stock. This made it impossible to try our new Casper Mattress. We finally are able to set up our mattress and I asked if Casper could reset the trial period because we have not even opened the box. I was first told they could not do it because the Mattress was not bought at a Casper store. When I replied it was purchased at a Casper store they still said no. The only way was for us to return this one and buy a new one. Of course the sale is not the same as when we bought it. I feel like they should have given us more time especially because we did not even open the box. I hope everything will be ok but seems like I will not be able to trust customer service for any issue. I would also look to other places for the next mattress we buy.

This rating is for CASPER customer service and the worst product support,

DO NOT BUY the Glow lights!!! Their charger is poorly designed and you can’t find replacement anywhere (Just google many people had same issue - the pins get stuck too low so it couldn’t charge the light ). I bought two and both chargers died within one year. I tried contact customer service to buy (not replace!!!) a charger so I can continue using the lights and they wouldn’t sell one to me. At first they requested photos which I sent, then they kept on requesting an “order number” which they didn’t even give me at time of purchase because they couldn’t find it themselves… they wouldn’t do anything without the “order number”. Ridiculously unprofessional for a seemingly big brand. Without charger, the glow lights themselves are useless garbage now…Thanks CASPER.

Mattress was perfect for about 14 months, just out of guarantee. I am only 5ft 1 and not heavy; mattress dipped in middle. Turning doesn't help. Just dips. I now have lower back pain and crawl out of bed every morning, straight to floor to stretch out. It took me months to be able to afford it. Extremely unhappy

I purchased a set of percale sheets. Don’t waste your money unless you like sleeping on sand paper! I have purchased two Casper king mattresses and 3 sets of their sateen sheets-all of which we and our guests love.
I missed their 30-day return policy by less than a week. Asked if they could make an exception given the holidays and get a credit for future purchase and they were unwilling to help.

They cancelled my order and sent an inferior product. Made to wait literal hours with their customer service department. Do not trust this company. Avoid buying from them.