"Poor customer service and difficult to claim warranty"

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!

"First I would like to say that Casper…"

First I would like to say that Casper mattresses are highly overpriced for the comfort of their matress.
Then they advertise an easy return in case you don’t like it: they gave me such an hard time to return my matress. I had to call many many times, they never pick up the phone, try to talk you out of it, and when they see you actually want to return it they make it very difficult, hang up on you and make everything possible to avoid taking back the matress. It’s been two weeks and I still didn’t get my money back or any news from when I will get a refund. Worst experience.

"DON'T BELIEVE CUSTOMER SERVICE:"

DON'T BELIEVE CUSTOMER SERVICE:
We ordered (on- line) a king size mattress with foundation, delivery and set up; plus hauling off our old king size mattress and box springs. Days after the order was placed, we notice that the invoice didn't include set up and haul off. After a painful amount of calls to Casper & UPS to clarify, we were told that the delivery and set up was not available in our area. Then we received a notice from UPS that the mattress was over the 150 pound limit and that we would have to pick it up from the distribution center - 45 miles away from our home. Since my son referred us and liked their mattress, I set up a time to pick up the heavy mattress (or else I would have cancelled the order). The foundation was delivered to our home two days later. Setting up the foundation and opening the mattress is an event, to say the least. We were left to our own resourcesto pick up and complete the order and installation. In addition, we had to pay and additional $30.00 to dispose of the old mattress and box springs (good thing I have a truck).
We are still evaluating the mattress but don't believe that you can leave it to Casper to install the new foundation and mattress and remove your old mattress. A zero for honesty and customer responsiveness. Bottom Line is that I would have gone with Stearns & Foster or equivalent for the convenience and customer service.
Bob

"Misleading marketing for both their…"

Misleading marketing for both their products and return policies

"Most expensive but worst mattress ever!"

Within about 3-4 months my king original mattress got so soft. The mattress is now 14 months old and I have since had to put a flat pillow under the sheets to be able to sleep. I have been having the worst sleep of my life with this very expensive my mattress. When I was making the purchase I trusted the quality but now I see it is all a lie.
I now have severe back pain and can't afford to purchase another mattress a year later.

I previously had a more affordable foam double mattress that cost only $450 and had great sleep on that mattress. I was still able to sell that mattress before I upgraded to Casper because it was still firm.

This mattress was the most expensive and worst purchase of my life.
I have filed a claim from 3 weeks ago and I had to keep following up. They finally told me they don't see the issue. Even though I sent pictures of how much my 120lb body sinks into the mattress.
I'm so mad I could cry but I will be taking more pictures and filing again.
If I had the money I would just buy another cheaper mattress to not deal with the stress.

"No lo recomiendo ,estás apurado por qué…"

No lo recomiendo ,estás apurado por qué no tienes ni para comer y tiras de ellos y es lo peor que te puede pasar enseguida empiezan las llamadas para cobrar y encima a un precio carisimo no tienen escrupulo ni corazón son unos ........

"L'anti sens du service client"

Plutôt à peu près satisfait du produit. Je mets une étoile pour l'UX sur le site et surtout pour la politique service client qui est une honte. On me facture 175€ pour renouvellement automatique d'un plan à 59€ car j'ai pris des ads-on pendant ma première période d'abonnement. Qui ne figurent nulle part dans le recap des deals en cours. Je contacte le service client 30min après le paiement pour comprendre et demander l'annulation et remboursement d'un service dont je ne n'ai plus besoin... Réponse cordiale et simple : Aucun remboursement possible. Merci au revoir. 👏 magnifique politique Service Client ! Le modèle ou 30% des revenus sont sans doute générés par des deals non souhaités merci Casper !

"DECEPTIVE & DISHONEST"

Was all set to check out what I thought was going to be a great sale...$25% off + free UPS ground shipping + 30-day tryout on a dog bed. At checkout, I discovered Casper is DISHONEST and DECEPTIVE!!! They tried to charge too much sales tax and say they can't do anything about it!!! I know what I'm talking about; tax is to be charged according to where the item is being shipped; in my location, it's 5.75%, which on $126, is $7.25. However, they're trying to charge $9.50! Granted, it's only $2.25 difference, but what is Casper doing with the difference?? Pocketing it?? Regardless, this is DISHONEST, DECEPTIVE, and ILLEGAL!!

"Worst Experience-Bad company, bad quality, false advertising"

We had issues with the mattress we purchased after only a few months (Premium Foam Mattress-King). It sunk into the middle and started causing severe back pain. We paid a hefty price for our king-sized mattress in hopes it would eliminate our back pain and it ended up doing the exact opposite as the mattress did not hold up. I reached out to the team as they advertise a 10 year warranty, and they told us there was nothing we could do since we are overseas right now serving our country. So even though we paid for and bought the mattress in America, went through the trouble of finding proof of purchase with a receipt and everything, but we’re overseas making the sacrifice to serve our country they said there’s nothing they could do to make this right for us. We shouldn’t be punished for that, and the warranty should still be honored in these situations that are outside of our control. I asked if we could get a replacement upon our return to the United States, and they still told us there was nothing they could do. Beware about their false advertising- it did not help back pain, did not hold up, and they did not honor their 10 year warranty and attempt to find a way to make things right. Buyer beware!

"my bed starting pertruding on both side and has a deep dip on one side"

what went wrong was my bed became a lumpy mess after 1 month (bought April 2023) and I am still waiting for customer service to let me know when they are picking up . All paperwork has been supplied and a claim made, but nothing yet. Last contact was September 14, 2023. Initial contact was May 22, 2023.