"First time ordering a mattress"

First time ordering a mattress, and me and my girlfriend tried one at a store and loved it, so thought why not get one when we move to the east coast. Ordered one got the pillows and sheets and in a months time no follow ups no information. Rxo the partnered delivery company says they dont have it and Casper is saying they do. Lot of finger pointing an no information on where my mattress is. Please do yourself a favor and just order through another company.

"Horrible experience with a scam return policy"

Horrible experience. Purchased the mattress in a casper store after trying it out in store. After the unboxing and first night it felt nothing like the one in the store. I only made the purchase since I was told 100 night risk free trial. I called to return it and have been rotated through multiple different customer service departments, to finally be told I need to store the mattress for 30 days before I can return it. Why do I have to store the mattress for them? Also, why was I blatantly lied to by the salesperson? I highly recommend spending your hard earned money elsewhere.

"Terrible customer service from Casper"

I purchased a Casper Nova Hybrid two weeks ago (my second one). It still is off gassing a bit. Hope that ends soon. The big problem was the customer service. They offered a free ($1600) bed frame with the mattress 4 days after my purchase. I called and asked them to make this right for me. They refused. I missed the promo and that was that. Terrible customer service.

"Don't bother, it's been a nightmare"

I usually love casper but my experience this time was so horrible that I would definitely not recommend anymore. Their customer service is friendly and you feel like you're getting taken care of. Next thing you know, no one has followed up on any of the things they said they would do on the call.... And now it's been over 2 weeks with still no delivery of the mattress.

"Horrible website"

Horrible website! Discounts were not included in my purchase and I only noticed it when I was emailed the confirmation. Customer service was very rude and told me I was wrong by asking.

"Excellent mattress I love it"

Excellent mattress I love it

"Stalling on refunding defective mattresses"

I purchased a twin nova hybrid mattress on February 8, 2023. It was delivered on Feb 9 2023. Since delivery I have contacted CasperSleep by phone and email because the mattress is defective--did not expand fully and has problems with the inner foam fitting the cover. I sent photos and was told I would receive a refund. For 3 weeks I have been trying to have the mattress picked up as stated in the 100 night trial policy. Today I was informed by a call centre agent in New York that there are no exchanges, and that their partner 1-800-got junk would not be picking it up because they want to charge Casper extra money. He also said a supervisor from Casper would call today. I spoke to a supervisor,Carlos, 3 week ago and am still trying to come to an arrangement with Casper.

"I purchased a split king bed with…"

I purchased a split king bed with mattresses and motorized adjustable frame over two months ago and still have not received it. It was the most expensive/highest level mattress and frame. The delivery service notified us one of the boxes was damaged and rescheduled. Then they came out and during assembly found a wire was cut on one of the frames so we rejected the delivery. The alternative was to contact the company for a replacement part (which it is clear now that we never would have received it). It’s now been over two months since the order and multiple calls and emails were sent to try to get our product. The delivery company referred us to the corporate number/store. The store referred us to the corporate number. The corporate rep referred us to the delivery company. Multiple calls and email exchanges were made over another 1.5 months (at least, still happening). Now I just want my money back and I still haven’t heard from them regarding a refund. Absolute worst experience and for such an expensive product. I do not recommend purchasing anything from this company. If you ever have any issues, you’ll never get them resolved and they are a nightmare to deal with.

"Excellent product, Outstanding service"

Bought their mattress in 2017, had 5 fantastic years of sleep, good temperature regulation, excellent support, no back issues. After 5 years started to notice a dip on my side, despite regular rotations. I'm about 94kg, so was surprised by this. Spoke to the company, who despite no longer operating in UK, were kind enough to refund me the purchase price. That is astonishingly good service. Please come back, we need more companies like you! Would buy this again in a heartbeat.

"Poor Customer Service"

We purchased a mattress for our new apartment. We had to have some closets built in out bedroom and that took 2 months due to pieces being out of stock. This made it impossible to try our new Casper Mattress. We finally are able to set up our mattress and I asked if Casper could reset the trial period because we have not even opened the box. I was first told they could not do it because the Mattress was not bought at a Casper store. When I replied it was purchased at a Casper store they still said no. The only way was for us to return this one and buy a new one. Of course the sale is not the same as when we bought it. I feel like they should have given us more time especially because we did not even open the box. I hope everything will be ok but seems like I will not be able to trust customer service for any issue. I would also look to other places for the next mattress we buy.