"Horrible customer service"

I purchased a mattress through Casper that started to sag dramatically within the warranty period. After going through extensive back and forth (ie submitting photos with weights to prove the defect) we were promised a refund. Three months later, that refund still has not been processed and their customer service is now saying it’s the finance team that will decide wether to order the warranty and will give no details as to when they decision will be made. Bad product, and dishonest practices. Buy your mattress elsewhere!

"I was skeptical but after trying it I’m…"

I was skeptical but after trying it I’m a big fan now.

"Perhaps the poorest customer service I…"

Perhaps the poorest customer service I have ever encountered. I ordered a bed frame through Casper website with 2 to 4 weeks delivery time. After 6+ weeks, I am being told that the order is lost and I can ask for a replacement. Clearly there is a lack of respect for customers at Casper. I would strongly urge prospect customer to consider other options.

"Scammy practices!"

I was very excited to order a Casper mattress. The webpage said "in stock and ready to ship". I placed the order and was charged instantly. 10 days later and I'm still being told the mattress is on backorder and there's no ETA, which should not be the experience you give someone after taking their $3000 and having nothing to show for it. Even today, the webpage says the same but CS keeps parroting the backorder story

"Ordered out of stock"

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

"Disgusting experience with Casper!"

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"

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

"billed 5 times for same mattress, can't return after 3 missed appointments by Casper's carrier"

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

"Worst company ever!"

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…"

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.