"Incapable of Actually Shipping a Mattress"

I haven't encountered such incompetence, deceit and lack of care for the customer since the early days of AT&T. Nobody has any idea what they are doing there. They can't seem to get my mattress to actually leave the warehouse and ship. I’m pretty sure now that they don’t actually have it in stock and won’t say so. Promises made and broken again and again and again. One person says one thing, the next says something different. Chat is a joke. They know nothing about their products and the typical answer to any question is "I don't have access to that information." Casper is a sinking ship full of holes and everyone there seems to be just running around trying to plug the holes. A disaster of a company. Nothing but frustration and disappointment. DO NOT BUY FROM CASPER!

"It is super comfortable!"

It is super comfortable!

"Still no mattress"

I ordered an original mattress as part of a bundle. I was immediately sent the mattress cover and foundation however no mattress. After two weeks of waiting I reached out and was told that the mattress was back ordered and would be another month. This was not the information I had received from them when I made the order. However I now could not return the foundation as I had removed it from the box, expecting the mattress. Unfortunately I was sleeping on the floor waiting for this mattress and I couldn’t wait another month so I ended up canceling my order for the original mattress and ordered their nova hybrid which they had in stock for an additional $1000. I have now been waiting for the nova hybrid mattress for a week to no avail. As before, when I look at the product it says ‘ready to ship’ but does not ship. They seem perfectly able to send silly accessories but actual mattresses seem to be a point of issue. Am praying I get this mattress soon.

Update: I ended up canceling my order. To long a wait for a foam rectangle

"Customer service is horrible. Dog bed is a nightmare to return."

This has to be one of the worst customer service experiences I've had in a while.

I know how silly dogs can be so I contacted Casper before purchasing a $218 dog bed for our new, giant dog. I was assured that returns are "no hassle" and that if the dog didn't like the bed I could easily send it back.

Well, the dog didn't like the bed. I called to arrange a return and the CSR said that all I had to do was bring it to UPS who would box it up and ship it back for me.

Turns out Casper has no relationship with UPS. You have to find a box big enough for a 4'X3' dog bed yourself. Just so you know, the bed arrives in a smaller box, compressed. It explodes into this monstrosity once you open the box. There is no stuffing it back in the box it came in.

I ended up making multiple calls to customer service. One seemingly helpful supervisor promised to look into the problem and call me back. She never did. Nor did she return any of my phone calls.

The next supervisor told me that getting it back to them was my problem.

I wish the company had been upfront about their return policy to begin with, and more honest with me when I called to arrange a return, and more customer-service oriented when I had a problem. But it was none of those things and I'm still out $218 and stuck with a giant dog bed my dog won't touch.

"Amazing mattress"

Amazing mattress, really have no hesitation to recommend to everyone.

"The mattress is terrible, too soft after 1 year"

The mattress is terrible. We've had it just about 2 years now and regret buying it. It loses firmness after a year and begins to feel way too soft. The lack of support causes continuous discomfort and back pain over time. Don't buy in to the marketing hype, get a traditional mattress that will last you longer and help you sleep better.

"I would not recommend this company to…"

I would not recommend this company to anyone. I ordered a mattress and I kept getting the bait and switch. I understand production delays, but they kept saying that the mattress would be shipped, and then they kept pushing back the date (and sometimes no communication after the supposed delivery date had passed). At this point they have pushed it back an entire month. Since they refuse to offer an upgrade without paying the full amount, and we are literally sleeping on an air mattress on the floor in our new home, I am cancelling the order. Hopefully Helix will be more reliable.

"Glow Lights, Customer Service AND Shipping are HORRIBLE"

I purchased a pair of their Glow Lights in Sept 2019. They worked beautifully for about a year and then began faltering (wouldn't charge properly or at all intermittently).

After taking a close look at both charging bases/adapters I noticed there was one pin (each base has a pair of charging pins) that was stuck flush with the base thus no longer able to make contact with the lights. I contacted customer support and they were LOVELY...told me they'd replace both bases and include a shipping label so I could return the faulty ones rather than send to landfill. Nearly 5 months and MANY emails back and forth later (first bases were back ordered, then they were in and ready to ship, then there was a mystery 'technical issue' preventing shipping) I called again to tell them I wanted either a full refund (the set was $250 and I'd been without functioning lights for almost half a year...they also have a lifespan that was being eaten into while they sat doing nothing for me) or a complete replacement, lights AND bases. I was told that wasn't possible and when I continued to push I was transferred to a 'manager' (Josh) who went back and forth on the phone with me for nearly 30min and refused to do anything but make sure I was at the top of the queue for the replacement adapters.

To wrap up this nightmare, replacement bases arrived today...in two separate boxes with no return label (so not eco-friendly) AND a small piece of bubble wrap that wasn't even taped around them so they were basically bouncing all over the big box they were each in with no padding.

Seriously, Casper? Get off your high horse and pay attention to your products, customer service (or, oh so apparent lack thereof) and absolutely abysmal shipping practices. I will NEVER buy another product from you. Biggest joke of a purchase/experience I may have ever had.

"I am sorry I bought a Casper mattress"

I had heard good things about Casper and was excited to try them. I only had the mattress for a few months and it is semi-comfortable.
My issue is that the mattress keeps sliding around the foundation (I had also purchased the foundation).
Every time I get off the bed, I have to push it back into position. One time due to my comforter, I couldn't see that the mattress was overhanging a few inches. When I sat on the edge of the bed, I almost fell off.
I contacted customer service and they had me send pictures of the mattress & foundation to them. After a few days, the customer service rep I was speaking with emailed me. He said after meeting with his team, they could not figure out why my mattress kept sliding.
They recommended that I glue the mattress to the foundation! I don't think so.
I would never buy another Casper product again.

"Low quality product and poor customer service"

Mattress wore out in less than 4 years with a center depression despite proper care. I contacted Casper under their 10 year warranty, and they no longer operate in the UK so offered a pro-rated refund. However, the pro-rated refund was only 50% (even though 60% of the warranty remained), and they calculated this on the amount paid post-credit for a long shipping delay. Bad product and bad service. Would not recommend.