Casper Reviews 6,088

I had to return a mattress and they were amazing with their efficiency. I would consider buying from them again.

Casper messed up on my mattress delivery twice. The first time they delivered the wrong sized mattress, they delivered a twin. Yup and they said they would rectify this. Today I was supposed to get the correct sized mattress today and casper’s delivery team had my correct address but didn’t update the system lol. Now I have to wait some more, presumably another two weeks while I’m working at amazon and have terrible back pains and I have bipolar disorder so I have more episodes because my life has no structure due to no sleep because I’m on a small twin bed. I’m livid and I don’t ever want to buy things from this company again.

Similar to a review below my Casper Glow lights both have developed faulty charging pins same now won't charge. Having tried live chat, after being cut off twice when they didn't want to answer my questions I finally got told off have to email support. I did, and got this response (just for context, I asked for help to fix the issue, not for a warranty claim): "xxxxxx here from Casper - thank you for reaching out regarding your Casper Glows and the charging bases. I am so very sorry for the issues you are having with them at this time. At this time, we are unfortunately unable to offer warranty replacements within the UK as our operations are no longer running within Europe. Also, when you purchased the Glows in 2019, they only had a 6 month warranty, so they are outside of that at this time. I do apologize for any inconvenience this may cause."

So I now have two perfectly good lights that I cannot charge - sort it out Casper - not sustainable or good enough for a premium night light.

This was the first time I have purchased a mattress in a box. What a huge delight! After years of sleeping on this mattress, I still love it. It was worth every penny! Can't put a price on a good nights sleep.

I am extremely sensitive to smells, I can happily report that this mattress exhibited no irritating odors right out of the box.

I haven't encountered such incompetence, deceit and lack of care for the customer since the early days of AT&T. Nobody has any idea what they are doing there. They can't seem to get my mattress to actually leave the warehouse and ship. I’m pretty sure now that they don’t actually have it in stock and won’t say so. Promises made and broken again and again and again. One person says one thing, the next says something different. Chat is a joke. They know nothing about their products and the typical answer to any question is "I don't have access to that information." Casper is a sinking ship full of holes and everyone there seems to be just running around trying to plug the holes. A disaster of a company. Nothing but frustration and disappointment. DO NOT BUY FROM CASPER!

I ordered an original mattress as part of a bundle. I was immediately sent the mattress cover and foundation however no mattress. After two weeks of waiting I reached out and was told that the mattress was back ordered and would be another month. This was not the information I had received from them when I made the order. However I now could not return the foundation as I had removed it from the box, expecting the mattress. Unfortunately I was sleeping on the floor waiting for this mattress and I couldn’t wait another month so I ended up canceling my order for the original mattress and ordered their nova hybrid which they had in stock for an additional $1000. I have now been waiting for the nova hybrid mattress for a week to no avail. As before, when I look at the product it says ‘ready to ship’ but does not ship. They seem perfectly able to send silly accessories but actual mattresses seem to be a point of issue. Am praying I get this mattress soon.

Update: I ended up canceling my order. To long a wait for a foam rectangle

This has to be one of the worst customer service experiences I've had in a while.

I know how silly dogs can be so I contacted Casper before purchasing a $218 dog bed for our new, giant dog. I was assured that returns are "no hassle" and that if the dog didn't like the bed I could easily send it back.

Well, the dog didn't like the bed. I called to arrange a return and the CSR said that all I had to do was bring it to UPS who would box it up and ship it back for me.

Turns out Casper has no relationship with UPS. You have to find a box big enough for a 4'X3' dog bed yourself. Just so you know, the bed arrives in a smaller box, compressed. It explodes into this monstrosity once you open the box. There is no stuffing it back in the box it came in.

I ended up making multiple calls to customer service. One seemingly helpful supervisor promised to look into the problem and call me back. She never did. Nor did she return any of my phone calls.

The next supervisor told me that getting it back to them was my problem.

I wish the company had been upfront about their return policy to begin with, and more honest with me when I called to arrange a return, and more customer-service oriented when I had a problem. But it was none of those things and I'm still out $218 and stuck with a giant dog bed my dog won't touch.

Amazing mattress, really have no hesitation to recommend to everyone.

The mattress is terrible. We've had it just about 2 years now and regret buying it. It loses firmness after a year and begins to feel way too soft. The lack of support causes continuous discomfort and back pain over time. Don't buy in to the marketing hype, get a traditional mattress that will last you longer and help you sleep better.

I would not recommend this company to anyone. I ordered a mattress and I kept getting the bait and switch. I understand production delays, but they kept saying that the mattress would be shipped, and then they kept pushing back the date (and sometimes no communication after the supposed delivery date had passed). At this point they have pushed it back an entire month. Since they refuse to offer an upgrade without paying the full amount, and we are literally sleeping on an air mattress on the floor in our new home, I am cancelling the order. Hopefully Helix will be more reliable.

I purchased a pair of their Glow Lights in Sept 2019. They worked beautifully for about a year and then began faltering (wouldn't charge properly or at all intermittently).

After taking a close look at both charging bases/adapters I noticed there was one pin (each base has a pair of charging pins) that was stuck flush with the base thus no longer able to make contact with the lights. I contacted customer support and they were LOVELY...told me they'd replace both bases and include a shipping label so I could return the faulty ones rather than send to landfill. Nearly 5 months and MANY emails back and forth later (first bases were back ordered, then they were in and ready to ship, then there was a mystery 'technical issue' preventing shipping) I called again to tell them I wanted either a full refund (the set was $250 and I'd been without functioning lights for almost half a year...they also have a lifespan that was being eaten into while they sat doing nothing for me) or a complete replacement, lights AND bases. I was told that wasn't possible and when I continued to push I was transferred to a 'manager' (Josh) who went back and forth on the phone with me for nearly 30min and refused to do anything but make sure I was at the top of the queue for the replacement adapters.

To wrap up this nightmare, replacement bases arrived today...in two separate boxes with no return label (so not eco-friendly) AND a small piece of bubble wrap that wasn't even taped around them so they were basically bouncing all over the big box they were each in with no padding.

Seriously, Casper? Get off your high horse and pay attention to your products, customer service (or, oh so apparent lack thereof) and absolutely abysmal shipping practices. I will NEVER buy another product from you. Biggest joke of a purchase/experience I may have ever had.

I had heard good things about Casper and was excited to try them. I only had the mattress for a few months and it is semi-comfortable.
My issue is that the mattress keeps sliding around the foundation (I had also purchased the foundation).
Every time I get off the bed, I have to push it back into position. One time due to my comforter, I couldn't see that the mattress was overhanging a few inches. When I sat on the edge of the bed, I almost fell off.
I contacted customer service and they had me send pictures of the mattress & foundation to them. After a few days, the customer service rep I was speaking with emailed me. He said after meeting with his team, they could not figure out why my mattress kept sliding.
They recommended that I glue the mattress to the foundation! I don't think so.
I would never buy another Casper product again.

Mattress wore out in less than 4 years with a center depression despite proper care. I contacted Casper under their 10 year warranty, and they no longer operate in the UK so offered a pro-rated refund. However, the pro-rated refund was only 50% (even though 60% of the warranty remained), and they calculated this on the amount paid post-credit for a long shipping delay. Bad product and bad service. Would not recommend.

What a complete joke! This company could not care less about the customer. Called Casper before my purchase to speak to a so called "sleep specialist" to help me make my choice. I was set on the Casper Wave before calling. After speaking to the sleep specialist for 15 minutes, he swayed me towards the Casper Nova given it was softer and better for heavier side sleepers. Taking his advice I went with the Nova. What a mistake! The Nova is so soft I sunk right into it when sleeping on my side. At 265 pounds, getting out of bed is a nightmare. I could feel the top of the coils when laying on my side. After one night my back was a extremely sore the next morning. I called Casper and asked to upgrade to the Wave. For the record, I was willing to pay for the Wave in full if they picked up and refunded me for the Nova when the Wave arrived. A representative filled out a ticket to send to a supervisor to try and accommodate my request. I went into the Casper store that morning to try the Wave. The store was closed for months due to Covid and could not try the mattress.

Forty eight hours later I received an email that they could not do anything for 30 days because that is Casper Policy. When I called Casper and explained to the supervisor your "Sleep Specialist" steered me towards the Nova and it is too soft. His response was unfortunately they could not do anything for me. So basically the sore back is your problem even if the Casper sleep specialist advised I go with the Nova. They told me it will get better in 7-10 days. My back is worse. No accountability on Casper's end even though the so called sleep specialists work for Casper. Do yourself a favor and look elsewhere as I will do at the end of 30 days. So instead of selling me the Wave and making $500.00 for the price difference, I am going to ask for a full refund and go back to Tempur Pedic.

One thing I learned is the so called "Sleep Specialists" are glorified Casper customer service reps. If the sleep specialists make a mistake with a suggestion, it is the customers fault for calling them and not the fault of Casper.

After reviewing multiple mattress companies, I settled for Casper primarily because of the fast delivery (2-5 days shipping) they were offering along with good reviews of their customer support team. I ordered the mattress bundle online on May 31st and 3 weeks in I have not yet received all my items. I have had to arrange alternative sleeping options with no update on when I will receive everything. The CS agents have zero empathy, are extremely slow to respond and do not resolve your issues. Their website claim of "Contact us 7 days a week for advice ..." is also a lie as they are only available 5 days a week between 9-5.

The worst experience I have had in dealing with a company! Stay away please

Having had to wait a month and resort to leaving public posts on social media, their best response was to advise me to 'Put a mattress topper' on my less than 12 month old 'Award Winning Mattress'
Don't buy from these, buy some planks for your bed instead!!!!!

WORST COMPANY EVER. DOES NOT SHIP THE PRODUCTS I HAVE ORDERED!!!! I had ordered a sheet set and paid for it. 3 days later Casper tells me they actually do not have it and have no ETA as they are having issues with their warehouse. I asked them if another sheet set is available. They told me the Percale is available indeed and ready to ship. So I canceled the previous order and had to place a brand new order for the Percale sheet set (they could not update my order, even though it was the exact same price...). Believe it or not, THE SAME THING JUST HAPPENED AGAIN!!!! I have ordered the Percale sheet set 3 days ago, it has still not shipped. So I called today and they told me they don't have the Percale!!!???? This company is a SCAM. STAY AWAY FROM IT!! You have been warned.

Please DO NOT buy from Casper. We placed an order 2 months ago and still have not received our order. In fact we paid for our mattress in advance. Casper has provided ZERO customer service follow through. At this point we still do not know the status of our order. Never have I been so mistreated as a customer by a manufacturer.

Have "The Essential" Capser King mattress now for just over a year and it has sunken significantly either side- now very uncomfortable. My Silent Night mattress that I paid less than half the amount of money for from Costco lasted me 6 years. Casper represent crap quality mattresses.