Casper レビュー 6,088

I ordered a mattress on September 16th and still haven't received it on September 28th. Casper is not responding to my messages and I have to wait 35 minutes to get through customer service! No thank you. I bought this mattress thinking I would get great service. Certainly not the case. I'm extremely disappointed that I chose to purchase from them.

The mattress seemed fine at first but quickly became lumpy. I've tried to get in touch with Casper but with no luck. Very disappointed.

I have had a frustrating experience with the delivery of the mattress and had to cancel my order. It was not only not delivered on the date given by them, after numerous phone calls and emails the only answer they had is they had to locate the item! It should have taken a click of a mouse button to do so!

I was able to get the same thing delivered from a different source in three days.

Our mattress reeks over a year after purchase. Sounds like Casper is aware of this issue. I wish we had gone with a non foam mattress. We received the following message from Casper:

"Thanks so much for reaching out about your mattress! I’m so sorry to hear that your mattress has retained a scent after quite some time. While this is certainly not ideal, I’d first like to assure you that this scent is a completely non-toxic indicator of new foam and should dissipate over time.

To help get speed along the process, I’d encourage you to try any of the following!
Before airing out your mattress for a few hours, strip the sheets off your bed and unzip the outer cover to remove physical barriers to air flow

Make sure the room is well ventilated and air is being circulated regularly

With the cover zipped on, you can also try walking across the top of the mattress for a minute or two — this will push air in and out of the mattress and help it air out a little faster!
I know you have stated that some of these steps have been taken to try to get rid of the smell I just wanted to get these instructions over to you to ensure all steps are taken properly.

Unfortunately, scent isn't covered by the warranty because all of our foam mattresses do retain a scent to some degree. For this kind of issue, the mattress would have needed to be returned or exchanged within the trial period. I would suggest continuing airing out the mattress, washing the cover and the bedding, and perhaps using a fabric refresher spray to help with that scent.

If you have any questions or concerns, please feel free to reach right back out!"

Once you've bought the mattress, you're scum to this company. You're not a human warranting real interaction. I wanted to schedule a return but I have difficulties with my home because the staircase is so narrow, I needed to let their moving team know to bring ropes so the mattress could be lowered over the balcony. I had no response from Casper except that they scheduled the pickup. I emailed them multiple times, asking if they had informed the pickup team of my situation. Nope. Nothing. Guys came, had no idea. We worked out a solution (side note, 1800junk is awesome!). Still nothing from Casper. I wrote them again asking for the status of my refund. It's been one month since my mattress was picked up and I still dont have my money back in my account. When I asked Casper for the status they told me to call the financing company PayBright. I find it crazy that they have my money and they're telling me to go hunt it down now. I'm not PayBright's customer, I'm their customer. Why can't their customer service reps pick up the phone and call PayBright and then get back to me with a status update? Isn't that their job? Nope they make customers work for it.

The Casper mattress is a great product. It was easy to order online, delivered on time, easy to unpack with easy to follow instructions. The mattress is very comfortable and is highly recommended.

Casper is a big FAIL and cannot deliver, literally. After laying out the facts of what occurred, readers can decide for themselves whether to engage with this company.
After having done a lot of online research, on July 10, 2020 my husband and I visited a Casper store and within 50 minutes had bought and paid for 2 Hybrid Wave mattresses, an adjustable base, and 2 mattress pads, a substantial purchase. We were going to need in-home delivery and were told that the delivery company Casper works with, XPO, would not resume their in-home delivery service until August 1. We were fine with that. On August 4, I connected back with Casper to find out what was happening. I was told that after August 10 XPO would re-start their in-home delivery and I should be hearing from XPO soon to set up a delivery date. Days past and I heard nothing from either Casper or XPO. There was a good deal of confusion at this point as to whether the mattresses had been shipped and where they were. The mattresses were then shipped the week of Aug. 17 and arrived at XPO on Monday morning, Aug. 24 (I know this because of UPS tracking). XPO already had the base in their warehouse. I then waited for a call from XPO to at least set up a delivery date. Having heard nothing from XPO by Aug. 27, I told our Casper salesperson that if we did not hear from XPO by Monday afternoon, Aug. 31, we were canceling our order, which is exactly what ended up happening.
During the better part of August, there many emails and phone calls between myself and our salesperson. She tried mightily to make this work and we appreciated all of her effort but we were becoming increasingly anxious about having paid for these items without having a clear idea of when we might be receiving them. She contacted her area manager and customer service but nothing seemed to make a difference. My salesperson told me someone from customer service would be contacting me but they never did. At the end, when I tried to contact a Casper customer service manager so I could relate all that had occurred, I was told I would be called back, but that never happened either. On the day I canceled my order, one of the store managers working that day agreed that I should cancel my order as there was no ETA on my delivery.
This experience caused a great deal of stress for us and much time was spent in just trying to get the product delivered which never came to fruition. I have never had a customer experience like this and am deeply disappointed in Casper and XPO. Casper has much corporate soul-searching to do if this is the company they have become.

Casper pillows are very comfortable at first, but they only last about 6 months before being completely worn out and ruined. I got a free replacement, but that didn't last long either. I switched to a cheaper memory foam pillow from Ikea that has lasted twice as long as a Casper and still feels new. Avoid!

I starting by reading online that Casper was best for side sleepers . After 3 months of using my hips started to hurt ..immensely very painful pressure spots, and I’m not even that old ! Contacted Casper to find they’d disappeared from the uk , and I was told , well there not for everybody, I suggest you buy a mattress topper !! Cheers Casper ! Great one , the most uncomfortable sleep / non sleep I have ever had ....

Acaban de llamar preguntando por mi madre les digo que esta hospitalizada y me dicen que da igual que tienen que hablar con ella.. Les digo que no permiten visitas por el covid y me dice que yo soy mi madre y me cuelgan.. PÉSIMO Y 0 RESPETO

Arrived quickly and quality was excellent. As I expected, very happy with my mattress. Thank you

Le service client ne ai pas répondu à ma demande de retour de matelas fait dans le délais de 100 jours.
quand J ai renouvelé la demande il sont dits que je suis en dehors de procès de retour

Matelas confortable, répond à toutes mes attentes, à voir la tenu dans le temps.
Merci,

Bonjour
Nous avons commandé 2 oreillers carrés fin décembre. Durant les nuits d'essai pas de souci et nous étions plutôt satisfait de nos achats, et tant mieux au vu du prix. Maintenant cela fait bientôt 8 mois que nous dormons dessus, et franchement et bien nous sommes déçus du rapport qualité/ prix. La mousse des oreillers est complètement déformée, comme en morceau comme deviennent les oreillers qui ne coûtent pas chers. Au final, je pense que l'oreiller est bien pendant 100 nuits, donc Casper ne prend pas de risque durant ce laps de temps. Je ne recommande pas ces oreillers qui à mon sens ne tiennent pas leur promesse en tout dans la longueur de temps.

arrived in excellent time and is a quality product very pleased with purchase would definitely recommend to family and friends for a firm yet supportive mattress

It broke but cos they are not in uk anymore the couldn't do anything !!!!

Hat alles bestens geklappt.... ein wirklich hervorragendes Produkt

Casper UK has gone under and they are stopping all operations in the EU. Despite the fact I've had an ongoing case with them for the past 2 months they have ignored all my emails and not helping any of their customers. Terrible company, do not buy from them.

Edit: Casper U.S. refunded me for my faulty mattress. I can't really fault them for now after a lengthy procedure so I've upgraded my review from 1 to 4 stars.

Super confortable, je ne regrette pas mon choix. Mou lors du déballage j’ai eu un peu peur mais très vite il reprend sa texture, il est à la fois moelleux et ferme, le top ! Livraison rapide, je recommande.