Casper Reviews 6,088

Refused to return a duvet that lacked expected quality due to it being 7 days past their 'trial period'. Expected better from Casper and will be going back to Brooklinen for all bedding. Definitely made a mistake trying to order a duvet from casper.

I needed a mattress and was looking for a good, solid option that could be delivered in a timely manner. I ordered something on another site--but learned that the mattress would take 14 business days to arrive!--too long. So I went over to Casper and saw that mattresses arrive between 5-7 business days after order. Could this be true? I chatted with someone just to be sure, and was told yes. GREAT! I immediately cancelled the other ordered and ordered a mattress, box spring, and bed frame from Casper, comforted by the knowledge that the delivery of my order was imminent.

The bed frame arrived in five business days. Great! The box spring arrived in seven business days. Great! The mattress? The day before the mattress was promised to arrive (seven business after my order) I was told I could expect the mattress a full week AFTER what I was told. 5-7 business days? The expectation set on their website and confirmed by their employee? A total lie. And, to top it all off, I was given less that 24 hours notice that the mattress would NOT be arriving when promised.

I called Casper. Surely they would find a way to make this right. I knew there was likely nothing they could do to get me my mattress--I would have to cancel the order and find another mattress that could be delivered IMMEDIATELY--but I figured they would try to make up for the fact that they put me in the stressful situation of scrambling to find a mattress store that could do same-day delivery. A discount on my order, maybe a discount on future orders... something.

NOPE!

I talked to three people at Casper, including a supervisor, who politely told me that the difficult situation they'd put me in was none of their concern, they didn't care. They canceled the order, callous to the pain they caused by their communication mistake and their failure to communicate their delay.

I'm very disappointed in Casper. If Casper isn't able to take responsibility in fixing their mistakes, I wonder what other ways they're failing to maintain integrity.

If anyone is considering buying a mattress from Casper please DO NOT until you read this. We placed an order on Nov 20, 2020, and still have not received our order. In fact we paid for our mattress in advance. Casper has provided ZERO customer service follow through. At this point we still do not know the status of our order. Never as a businessman and consumer have I been so offended by a manufacturers mistreatment of a customer.

Loved the ease of buying this mattress and the fact that no delivery operatives were needed to carry it into the house. It arrives in a box which I was easily able to handle and unpack. The mattress was easy to prepare for use and is as comfortable as defined in the marketing information. Very pleased.

I would have put 0 stars if available. Casper has absolutely no concept of customer service. I called today to let them know that the mattress I bought is creating back pain. I asked what options were available to me. The “customer service” rep told me it would be almost $3,000 to upgrade to a more firm mattress. I bought 2 mattresses at the same time and my daughters mattress works for her but mine is has led to very uncomfortable sleeps over the last number of months. I can barely walk today so I finally called Casper to see what options there were to possibly change mattresses. The only option available was if i spend an additional $3,000 they will sell me a new mattress. Unbelievable. DO NOT buy a mattress from this company as they do not guarantee satisfaction and have no concept of customer service.

Read my post before making your decision. The sales process at the store was excellent and helped with our family decision. Logistics was a nightmare as I was promised delivery dates could be set for a specific date. The boxes sent were heavily damaged and parts were broken/scratched (did not look like a new product). One of their suppliers called me and told me it would be easier to drive to Home Depot and buy a part than waiting for Casper to send it by mail. Customer service has interrupted communications with no apparent reason, besides the fact I’m serious about a full return of goods bought if no plausible solution is achieved.

3 years into a 10 year warranty and the mattress has sunken in, but of course, not enough for Casper to honour the warranty! Oh, and guess what? They have upped sticks and moved to the USA! Talk about being well and truly ripped off!

This is a scam and the website is contradictory. We ordered the Casper Nova with the foundation and the entire process was terrible. The mattress showed up in a box that looked like it had been ran over by an 18 wheeler. I called customer services and was told it’s fine you have a “100 night trial.” 40 days into having the mattress I try to return it but can’t return the foundation. The website says you need the foundation for the mattress but then only gives you 30 days to return the foundation. It also says it takes 30 days to break in the mattress and they push to get you to keep it. How would you return the foundation before the mattress is broken in but keep the mattress to see if you like it? You wouldn’t! Complete Scam!!!!

Casper is one of the most horrible company's to buy from. They do not know what customer service is and they are truly rude and have no professionalism. I tried to make an exchange it took them over a week to get back to me and because I was outside of the exchange period by 1 DAY they told me that they couldn't do anything and refuse to do anything. He was condescending when he spoke to me and rude. I will NEVER use this company again because all they care about is another $1 in their pocket. Absolutely disgusted by them.

I bought a Casper Essential mattress new just over a year ago and it has seemingly shrunk! The mattress protector is very loose now and the mattress feels very scratchy when one lies on it. Very poor buy. Very expensive for such poor long term quality.

Rude and unconcerned customer service... It's so obvious that they are not an UK company nor their company policies...

I have ordered 2 seperate pillow at 2019 and 2020 seperataly and one has come faulty after a wash. And I got a reply on this after 25 days, which says that the 2019 one is not under guarantee because its not made in that way to be washed...
I have requested only outer layer of the older pillow but it was the answer I got not even a price quote for the outer part. Ticket ref #01982234

If you are reading this, you will be better of buying from a UK based company where they value their customers. Not like this greedy US company...

I wish I had been smart enough to read the review below from 12-20-2020 before I made the HORRIBLE MISTAKE of purchasing a Casper mattress.
This has been the WORST BUYING EXPERIENCE OF MY LIFE and I am 68 years old.
I could go on for pages but you cannot rely on one thing Casper says about you ever getting your mattress delivered. They rely on XPO and that outfit is a complete joke.

Casper said they would monitor my mattress getting to XPO for delivery and they did not. I bought mattress on 11-28-2020 and the mattress got to XPO on 12-8 but until I called on 12-28 nobody knew it was even sitting there.

When they delivered the mattress the delivery guys damaged my headboard and the sides. They were to only take the old mattress but instead while I was walking outside they destroyed by base that was supposed to remain. When I saw this I told them they needed to put it back together.

Then they told me they had to leave, and THEY LEFT 8 SEPARATE BOXES IN MY BEDROOM TAKING UP A THIRD OF THE ROOM AND THEY LEFT THE MATTRESS IN A BOX IN MY LIVING AREA.....and they said I was to call back to "reschedule" them to come back???????

Then I am told by XPO they were coming back at 830 that night. I called 3x and 3 XPO people said to be patient. No show.
Then I told they are coming on Monday and I would get a call Sunday night.
NO CALL
Then I am told they will call 30 minutes before delivery
NO CALL, so I call and am told "You are not on the list for a delivery today and the notes the XPO guys says "it says the bed wont fit" on your bed.
WOW!!! I say.
During this nightmare I left 3 messages for supervisors. NO RETURN CALL
I email Casper customer support and a nice lady says, she will get right on it and get back to me. NOTHING.
Finally I call XPO for about the 10th time and the guy says nobody is coming today and we can try to get someone out there again soon.
I say are you kidding me. You damage my property, you leave 8 boxes and a mattress sitting in my home for days, you now are saying your damn mattress wont fit.
I CALLED MY CREDIT CARD COMPANY AND TOLD THEM TO REVERSE MY CHARGE.
I TOLD THEM TO PICK UP THEIR BOXES AND MATTRESS OR I WILL LEAVE IT OUTSIDE.
The XPO guys says "okay" we will notify you of when they are coming out to pick up the boxes-GOOD LUCK EVER SEEING THEM!!!!!
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Below is another review from a Casper customer dated 12-20-2020 and found on Yelp

NEVER EVER CONSIDER BUYING A CASPER MATTRESS...Just not worth it. They will be out of business soon if they do not get control of their delivery service and XPO as a delivery source!!!
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Prior review from another customer below

Promised 2-3 week delivery and shipping company would call to set up date and in home delivery. We had to call Casper twice after 3 weeks with no news. Then they sent email only that arriving 29 days after shipped. Still no call. Now, on Christmas eve we receive an email that it's on a UPS truck and out for delivery. NO CALL, Casper closed b/c its a holiday and obviously the ups guy isn't setting up or removing old mattress. Best yet, we aren' t even home. All we have is ups update that it will arrive in the next 12 hours.

HORRENDOUS customer service start to finish. SCAMMED

I got the Nova Hybrid this summer. About 6 months in and I totally love the mattress. Shipping was fast, setup was a breeze.

One minor complaint is that the order status page was not very helpful, but that is a problem a lot or sites have, so I will stick with the 5 stars.

We bought Casper S20 tablet for our daughter in July 2020 and now it is bended. It is stil working but curved shape scares us.

I paid for white glove delivery. Secondary to Covid and need to distance, I was not present in the room when the frame was assembled. Later that night, I noticed the fabric on the bed frame was torn. The initial customer service, Faith, that I spoke to seemed very helpful. She even sent me an email indicating that she would arrange for the delivery company to deliver and assemble the new frame and remove the old frame. That did NOT happen. A new frame was laid across my garage 6 days later. Three phone calls later, I still do not have a date for assembly. There has been no follow-up to any of my calls. I will now try to reach out to the delivery company directly. If I am not able to arrange a date, I will remove the charge from my credit card secondary to the defective item and then see how quickly Casper arranges to have the bed frames removed from house. I would NEVER recommend Casper nor would I make a purchase from them again.

Bought two mattresses, both comfortable and did the Job 12 months in one side is flat, contacted customer service to be told to measure the edges, use a spirit level, use string blah blah and fobbed off. Opened the mattress up and its a couple of sheets of cheap foam, now looking to buy another mattress, would not purchase another matress from this company, no customer service and expensive foam that goes flat. The guarantee is a joke.

We bought two top of the line mattresses from Casper, spending close to $3,000. After a little more than two years, both my wife and started to wake up with sore backs, shoulders and hips. The mattresses were shot. The company did absolutely nothing to help us or address our issues. The "warranty" meant absolutely nothing. I would advise strongly against purchasing mattresses from Casper.

Beware- Great at first but starts going soft after 4-6 months. Uncomfortable after a few months. Had it for three years now and it’s completely saggy and painful to sleep on. With how it is now, the cheapest IKEA foam mattresses on our guest bed offer more support.
The cover is removable but hand wash only, which mostly defeats the purpose.
Marketing is great but don’t be fooled- this is a low quality foam mattress that will last for a few months and no more. You can get that for cheaper. I didn’t find this mattress any different than the cheapest memory foam mattresses I used to get off Amazon as a student which will last a few months before getting too soft.
If you’re going to spend the money, get another mattress.