Casper Reviews 6,088

Bought the Casper Snow, bc everyone says you need a good mattress.

After a month, I can barely tell a difference between the Snow and the $300 Amazon mattress I had for the past 6 years, that I never even rotated. I’m so confused by this.

Don’t bother getting the pillows either, you’ll lay your head on it and go straight to the mattress. It’s not, but it feels like a goose down pillow missing 3/4 of the stuffing. It’s okay if I fold it in half, but that’s a ridiculous way to sleep. It now rests in between my legs or on the floor.

Oh, I’m also arguably sleeping warmer on the Snow than I did on the $300 Amazon mattress. Have woken up drenched 3 times in a month and that maybe happened 3 times over the life of my old mattress.

I’ll admit it so you don’t make the same mistake. I paid $3,000 for a heavier & more difficult mattress to dress, awful pillows, and sweaty sleeping.

I purchased a pair of Casper pillow based on past experience but I have to say these 2 pillows are not good with people who have neck pain. My husband and I were waking up with neck pain and not feeling rested. Unfortunately I threw away my receipt and unable to do anything with these pillows. I called Casper for customer support for help and was told to write a review. So here it is my review.

I don't even know where to begin.
I liked Casper mattresses and have bought 6 over the years; in store. All good.
3 MONTHAS AGO, I order two beds and bed frames. Even though they assure delivery and setup within 5 weeks, I AM STILL WAITING. Even worse, they DID deliver one (!) bed correctly 5 weeks ago (after 7 weeks!) BUT it was missing the bedframe. The other bed, they delivered in the wrong color AND a missing bed frame. Now, 12 weeks later, I am still (!) waiting for the correct 2nd bed and both (!) bed frames!
They say, even though they have the correct items to ship in stock, they cannot do an accelerated shipment & delivery (note: to make up for their own mistake) but can only follow the regular procedures, ie another 5 weeks!
Now, I am 12 weeks in and have still not received anything.
All you get is very kind and willing customer reps... who have no clue and are not authorized (or capable) to escalate and resolve their own (!) issue of (a) not abiding by their own timelines and (b) take accountability for their own mistakes.
On top of that, they have a shipment partner called RXO and when I got the wrong delivery TWICE, one is blaming the other (in best case) and (in worst case) no one knows what the other is doing. Hence, you - as the customer - are stuck in the middle and get no answers and resolutions.
Given my experience so far - 12 weeks in the making! - and still no resolution in sight: I would NEVER buy CASPER furniture again.
Stay away from it. CB2 got beautiful beds and similar prices and their customer service is second to none.
This CASPER experience is so bad, I even wrote the CEO on LinkedIn - as I am a fellow CEO and appreciate first hand feedback - but he never even cared to respond in 8 weeks.
As a customer, you are left on your own, have to chase them down all the time and get no answers to your questions and solutions to your problems, that THEY create as they are not true to what they promise. DON'T TRUST THEM. YOU WOULD REGRET IT. I PROMISE BASED ON MY EXPERIENCE.

A bought a Casper hybrid pillow from Sleep Country that claims cooling effect for 12+ hours. This is completely false advertising as it stays cool for maybe 4 mins before it heats up to your body and then has no effect. I went back to Sleep Country and they would not take it back even when I pointed out the issue. I called their customer service and said Casper has a 30 day trial and allows you to make a return. They were clear they won’t honour that policy. Contacted Casper and pointed out that their authorized retailer won’t honour their trial. Of course they said they would not. So in the end Casper sells a product that does nothing and won’t honour or support their product after. Run away from Casper and Sleep Country

Had a great experience with Casper! Their customer service was 10/10. My Snow king mattress has been amazing so far!

Appalling service. The Casper mattress is supposed to be a 10-year warranty, but this mattress has barely lasted half of that.

We appealed to get a replacement which was rejected and were told we were getting a refund. This was in May. 7 months and countless emails later, we are still no closer to getting our money back.

Casper should have shame - and no wonder they are no longer operating in the UK. This is a scandal.

I was promised a full refund for items that were never delivered. I have been communicating with them since April and they keep promising a refund but don’t actually do it. There is no dispute - they never delivered the items and they just stole my money.

Worst mattress EVER!!! My last mattress lasted for over 10 years. This one lasted for 91 days.

My hips hurt sleeping on it because it sags soo much.

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 Casper.Don't get me wrong, the "email person" Fernando 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. ~Paul in Idaho.

Our king hybrid Casper mattress purchased one year ago, developed a huge lump in the center after a move with professional movers, who did not mishandle the mattress. Mattresses that arrive in a box, folded up, should be able to be moved without developing a defect. We have a queen hybrid as well, and it is perfectly fine.
We have slept on it for a month, and also put weights
on it, but the lump has not receded. We contacted the company to get a replacement under warranty and they are not covering the replacement.

Casper sent me a warranty replacement. The mattress were manufactured in the same year. I submitted a warranty claim for the Nova Hybrid Snow mattress which originally cost me 3000. The mattress was misshapen and became completely unstructured. All foam pieces were detached from adhesive and shift.

They sent a replacement from the same manufactured date. Casper Hybrid Snow. 48 hours and waiting, but this mattress has not filled out and looks completely deflated. This makes sense of this has been in a box since 2021.

I wish I could add picture to show BOTH poor quality mattresses.

The adjustable base only lasted 3.5 years. We were told the base was covered under the warranty when we purchased it, but turns out it isn't. Very disappointing quality of the base and horrible customer service. Do not buy.

Shipping and availability not accurate. They claim to ship within 1-2 days and do not.

Their beds sink within six months and customer service does not replace them despite the warranty. Save your money.

I loved my casper pillow.. for about a year. The idea was neat having a pillow inside a down cover, but it eventually became very lumpy like other pillows. Oh well. Back to Costco pillows.

Ordered a Hybrid Pillow on 25 March 2024. Item still has not been delivered. Every time I email customer service with a request for an update, they assure me “it will ship later today/tomorrow”

I had to return the Casper Original Pillow as it provided no support. When I set my head down
on the pillow there was an audible whoosh out
of air and my head sunk too deeply into the pillow.

I am trying to get a warranty claim and they keep coming up with excuses.
would not recommend a Casper mattress

I tried to claim on the warranty as my Casper mattress has gone very hard and it sags in the middle when you're sleeping on it. Unfortunately, it is now painful to sleep in and Casper has done absolutely nothing to help the situation.

I bought the mattress when it was operating in the UK, but it has since ceased trading here so all customer service enquiries on the warranty have to go internationally and it's very slow. Sometimes I waited weeks for a response and would have to chase on my emails. As they don't operate here anymore, they refused to take it away and test it, so instead I've had to do everything via photos. They asked me to show them the sagging, which is difficult to do when you're not lying on it. They asked me to jump through hoops and put dumbbells on it to try and show the sagging, which I then had to go out and buy.

After 8 MONTHS (!!!!!) of emailing customer service, and speaking to 2 different advisors, I was told that there isn't a physical defect in the mattress. How could they possibly know this based on emails and photos alone, especially as the photos are difficult to take?

As they are no longer in the UK they also refused to help by giving me a mattress topper or providing ANYTHING to help the situation. I have never experienced such poor customer service. Please do not buy a mattress from Casper. Read the other negative reviews on here. They promise you a good night's sleep and a generous warranty, but don't tell you that it's very difficult to claim on the warranty!