Casper レビュー 6,088

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.

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 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.

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.

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.

This rating is for CASPER customer service and the worst product support,

DO NOT BUY the Glow lights!!! Their charger is poorly designed and you can’t find replacement anywhere (Just google many people had same issue - the pins get stuck too low so it couldn’t charge the light ). I bought two and both chargers died within one year. I tried contact customer service to buy (not replace!!!) a charger so I can continue using the lights and they wouldn’t sell one to me. At first they requested photos which I sent, then they kept on requesting an “order number” which they didn’t even give me at time of purchase because they couldn’t find it themselves… they wouldn’t do anything without the “order number”. Ridiculously unprofessional for a seemingly big brand. Without charger, the glow lights themselves are useless garbage now…Thanks CASPER.

Mattress was perfect for about 14 months, just out of guarantee. I am only 5ft 1 and not heavy; mattress dipped in middle. Turning doesn't help. Just dips. I now have lower back pain and crawl out of bed every morning, straight to floor to stretch out. It took me months to be able to afford it. Extremely unhappy

I purchased a set of percale sheets. Don’t waste your money unless you like sleeping on sand paper! I have purchased two Casper king mattresses and 3 sets of their sateen sheets-all of which we and our guests love.
I missed their 30-day return policy by less than a week. Asked if they could make an exception given the holidays and get a credit for future purchase and they were unwilling to help.

They cancelled my order and sent an inferior product. Made to wait literal hours with their customer service department. Do not trust this company. Avoid buying from them.

Started really well, I bought the original mattress when they used to have only one option, and everyone that stayed over loved it. 2 years after starting cuddling with my partner, Lower back problems started as well as misalignment of the spine. Casper sent a new one immediately - the new version with the lumber support. However the lower back pain never got better and now I rather sleep on the sofa than on the mattress, needles to say the cuddling stopped.

Love the original mattress. Have not tried the new ones!

so here we are 5 years in ,backs in ruin, but dont take my word for it ,we replaced it last week, and tday we thourght cut it open ,lets see what there refering to when they say there FANATICAL about our comfort ,there are three layers of foam on a bigger piece of foam ,erm wheres the science, it all feels the same just the one in the middle of said sandwich is yellow, i feel conned its a frikkin scam in my oppinon for what its worth , you certainly dont here from these companys anymore unless you place a bad review ,then its please get in touch blah blah, our backs are screaming ,the matress hollows to the shape of your body and thats ware you stay, sleep across and it dosent matter if you turn it ,sleep across it ,we in the end sleped on the other side, it even said do not turn over, but it was the lesser of two evils for a while ,maybe some of you are happy fine , but its a lot of cash , and i dont feel the backup from this company was ever there.

I have to say that I love Casper’s products and I happily invested $1200 into their Repose bedframe assuming it would last long because it’s made of wood. The website is easy to navigate, lots of details on the products, payment was easy, delivery was easy and setup was pretty breezy. The bedframe didn’t come damaged AT ALL and it was beautiful. It’s sturdy and heavy; built like a brick. But despite all those positives, I’m rather upset about the bedframe getting damaged so easily.

I have the bedframe in a bedroom with little to no traffic (other than changing bedsheets). The edge of the bedframe somehow chipped off exposing the regular wood underneath. Since I got the dark oak color, it’s very obvious and noticeable. I’ve had friends who had bed frames from IKEA for 10+ years with no damage and myself included. So I have to say that I’m very upset that I spent over $1000 on this bedframe that now has this chip that somehow occurred. I was under the impression that if I paid more, I would get a longer lasting product but I guess not.

What disappointed me even more was when I contacted customer service to see if they could provide me a solution like maybe give me a brand or color of wood stain so I could repair this very obvious chip, they never responded to me after saying they “forwarded my concern to the team”. I used to love Casper and I love the Repose bedframe design, but now I feel less enthusiastic about ever buying this brand or recommending them anymore.

Also, I have their mattress and the mattress seems fine. But it was supposed to come with a pool float and it never did. So I reached out to Casper about that years ago too and they lied to me saying they sent it out but gave no info. I tried to give them another chance with this bedframe and they sabotaged it. Will never buy from Casper ever again.

The pillow was comfortable for a little while but quickly lost shape and became uncomfortable. This happened despite me fluffing it every week

We bought their linen sheets for over $350. After a little over a year, the sheets are visible thinned out and are disintegrating. Linen sheets are meant to last several years, hence also their price. Casper is selling inferior products and won’t acknowledge, reimburse or replace their poor products. Zero confidence. I recommend buying from recognized manufacturers of quality products. Casper is clearly a struggling internet “startup”. Evidently, they are resorting to poor quality at the expense of their customers while their unsustainable business model is failing.

TERRIBLE!!!!! PLEASE PLEASE SAVE YOURSELF THE HEARTACHE AND PAIN OF DEALING WITH THE LOUSY CUSTOMER SERVICE FOR AN INADEQUATE PRODUCT SUCH AS CASPER.

1. The mattress original is what I purchased and I regret it. Don't buy mattress in a box from them they suck.
2. It's so hard it caused me to have severe back pain and shooting pains on my hips.
3. I'm beginning to become an insomniac because I am unable to sleep anymore.

My biggest issue aside from the lousy mattress is the worst customer service. You can't return it until you've had it for 30 days to break in. Why are we forced to keep something we know is not going to work out! If it's causing us pain why can't we just send it back why do we have to keep it this is terrible.
I explained in full blown TEARS to the customer service managers I was in pain and not sleeping and they would not BUDGE! It's like ingrained. I know there can be exceptions. Don't believe the celebrity hype this mattress is crap. I went to a legitimate mattress store and even the sales associates didn't like Casper brands. You're better off buying a SERTA.

I've decided to buy another mattress and put this one to the side it's such BULL that I have to keep it until it's over but what can you do. I tried. I should really sue.

I bought this Casper mattress from Amazon thinking I was buying a quality product. After a couple of years of minimal use, (I'm only 12/13 stone) the foam has become soft and extremely uncomfortable leaving me with crippling back pain. Since buying this thing I turned it every couple of months which helped me keep my old mattress for ten years, (NOT a Casper)
I wrote to Casper explaining my dilemma and initially was impressed by the quick reply. They asked a lot of questions had me strip the bed twice to take photographs, and labels, where I bought it and when, etc. After going through this Interrogation I was passed on to the warranty department who asked me the same questions and investigated the case again, also requiring me to strip the bed and take more photographs, which I did. Having gone to all this trouble and waiting, they eventually replied telling me my warranty is void because I bought it from Amazon, and I would have to contact them. What an absolute croc! The mattress is supposed to last several years, this thing did not. It's been a couple of years since my purchase so the return of this mattress is now in question with Amazon. As far as Casper goes, the mattress is as bad as the warranty and the so-called customer services, appalling! How Casper has wormed their way out of the warranty is almost as bigger a stunt as P&O pulled. I wouldn't touch nor recommend any Casper products again to anyone!

This pillow hurt my neck and back and I was in pain for weeks.

When I tried to exchange it, customer support took a week to reply and then told me I was past the return deadline. It would have been fine if they didn't take that long to reply.

I wanted to exchange for their original pillow which I had used before and LOVED. Now I'm stuck with a useless piece of foam and I'll never buy from Casper again although I was a huge fan before this poor customer service experience.

Don’t buy a bed-in-box. Just don’t. There’s a reason the big names don’t vacuum-pack their products; a quality mattress isn’t compatible with the concept. We have a king size casper from costco… and the only vacuum-reference that I’ll endorse is that it sucks. Not supportive. Not even comfortable. It sags in all the wrong places, and it doesn’t hold an edge (which is a good way to evaluate ANY mattress… check it’s ability to “hold shape” when you sit on the corner)., We both despise this mattress. I tolerate it while my girlfriend sleeps on her 14 year old memory-foam knock-off in the spare bedroom from before dum-dum mattresses went viral (think; casper / purple / any boxed nonsense). Fortunately, I’m confident that Costco will take it back… but i hope they burn it when they do. We’ve got a tempurpedic in order. We paid dearly for it, but we’re looking forward to our last night in this piece of trash.