Casper Reviews 6,088

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:
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 products and return policies

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.

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!!

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!

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.

My mattress developed a dip in the middle after a year. Casper had me send proof of purchase & pictures but declined to do anything. After getting the runaround for months, I had to purchase a real mattress from elsewhere. I don't respect Casper for how they did me!

Worst ever customer service!!! I returned my whole order due to the lack of support and unproffesional customer service. Too bad, because the bed frames were very good quality, and the mattress not too bad either.

The mattress is defective, I took pictures and sent it to the company. Its a HUGE pain to get this KING mattress in and now BACK OUT of my RV.
The foreign lady that finally took my call said I need to get this beast back to Costco for a refund... Nice

Extremely disappointed and horrible. Customer service was of no help. Casper was raved with superior products and provides exceptional customer service. Well, that was a complete false advertising from Casper Affiliates. Clearly Casper paid all those positive reviews on their products which are not even of quality. I purchased a pillow recommended based on the type of sleeper I am and it caused me nothing but pain after 2 uses. Their return policy recently has changed and was not transparent on the website. I wouldn’t have wasted my money if I knew beforehand. Deceptive company.

This review is mainly about delivery, we haven’t used the mattress yet since the box came so banged up that we are considering returning it. Very very disappointed in the delivery it was thrown at my garage door and the box is all banged up. Customer service gave me no solution.

Absolute joke. I ordered a bed frame online that was delivered on July 25 with a defective leg. Emailed the next day, and Iram, a "CX Specialist" said they will look into it. After 4 emails from "Iram" saying they unfortunately "have no resolution and no updates", I have what amounts to a pile of metal garbage and been sleeping on the floor for over a month. I finally complained on their Instagram profile, to which someone replied "please send us a DM so we can investigate", but I'm not hopeful. I will be taking Casper to small claims court within the next 5 business days to recuperate the $800 they stole from me online. DO NOT SUPPORT THIS COMPANY IN ANY WAY.

We have had this mattress just over a year. It is terrible. It is higher now at the head, lower at the shoulders and higher again about midway down the bed. It is the most uncomfortable mattress ever and we are now going to be disposing of it. Customer service was nice but they basically said the warranty only works if there is at least a 1 inch indentation, which is almost impossible to show them in pictures because the whole mattress is made of cheap foam. Save your money!!!

Nothing in regards to customer service but I cant find another way to leave a product review. Dont waste your money. After only 4 years I am replacing my casper mattress and you sink in several inches and it has no support. My back and neck hurt every morning after I get up. Cheap price = cheaply made.

We purchased one of their mattresses October of last year (2022) within 3 months the mattress lost it's shape on header and bottom part besides creating pockets right under our backs. After providing pictures from all angles showing the problems we started the warranty process, we really wanted to upgrade for a better product if they offered us the chance which they claimed they did, however it's August 2023 and still after tons on emails back and forth they keep stating they'll expedite this claim without any resolution. Avoid the headaches, buy to a company that at least backs up their products specially when they are expensive.

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 a big fan now.

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.

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