Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a king size Casper mattress in store at *******************************************. We paid with an **************** credit card. The mattress was relatively fine for the first 2 years but quickly deteriorated afterwards. It became lumpy and dipped considerably on the right hand side. Every morning we woke up with aches and pains to our neck and joints, unable to easily get in and out of bed as it was like quicksand. Multiple calls and emails to Casper were placed. At first they were responsive, telling us they would eventually send a replacement mattress or a full refund, provided we followed and performed the many assignments dictated by their cust. serv. ***** These included the rotation of said mattress along with detailed photos of mattress with attached labels indicating type of mattress, model and serial numbers, date of purchase, etc. In addition, we were asked to perform what they termed as the string test. This involved pulling a string across the mattress and taking a picture so they could determine where and how much the mattress dipped. Something no simple photo could ever do. Yet, even after submitting and complying with all their requests, Team Casper was never satisfied and requested yet more information. We finally lost patience and requested a full refund which was well within our rights and the warranty. I started to suspect I was not dealing with a human being but rather some kind of automated system or robot as our correspondance deteriorated, asking again and again for the same information that had been previously submitted. All using the same robotic tone and language. When asked and demanded a refund, Casper no longer replied to emails nor phone calls.We have yet to receive satisfaction!

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Casper Bedframe and mattress on November 28, 2024, and after one month, the product has not been delivered. Despite several emails back and forth and numerous phone calls, the items still havent arrived.The order number is: Order: C00792654 on December 10, 2024. I was told the mattress could be delivered separately to speed things up, but that hasnt happened. ***, the delivery partner, canceled my order without my consent, and no one can seem to give me a clear update on whats going on.Ive followed up multiple times with Casper via phone calls and emails, but I keep getting vague responses or no concrete timelines. Most recently, I asked for an update via email 3 times and got no responses. This is incredibly frustrating, especially since my wife and I are moving into our new home and end up sleeping on the floor. My wife is 5 months pregnant at this moment, and I find it hard to live with the fact she has been sleeping on the floor. I've canceled my order as of now and Casper provided the full refund. I asked for store credit to cover the time, inconvenience, and the fact we had to sleep on the floor, and the request was rejected.

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Casper hybrid pillow from an authorized retailer selling Casper products. The pillow says 12+ hours of cooling as shown in the pic. I contacted Casper customer service as seen in pic 2. They wont honour the trial period return even though I phoned in the first 7 days. They want to hide under the policy of their authorized retailer selling their product that wont honour the policy.

• Initial Complaint

  Date:09/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 7/9/24 half of my whole order received wrong sizes delivered for one of those halves and missing item from delivered part of my order nothing on the website saying what I ordered was out of stock No updates from Casper about delayed/out of stock items i ordered 3 weeks and order not completed I reached out to get information from Casper about my order Customer server ****** was no help and said she did not have authorization to help, did nothing to put me in touch with someone who did Someone finally reaches out and says they will look for a solution and there has been zero progress I cant get refunded until i ship the partial order that I have with my own money back The lack of communication or any sense of customer service has been crazy, it is 9/16/24 with no Every single mistake and blunder that has been made is 100% on Casper, nothing to let me know what i was ordering was out of stock, no communication that my order is going to be extremely delayed because it is out of stock, missing item, wrong sizes, no customer service to remedy the businesses mistakes, no refund for my order that hasnt arrived in over 2 months and i think when you pay for something and dont get it that is stealing.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: April ******* Product has 10 yr warranty The mattress sags in the middle quite a lot and I noticed this 3-4 months into using the mattress. This has given my husband and I huge back issues. I was unable to return at the time since return period ends in first 90 days. During pregnancy this mattress has affected my back a lot and now is impacting my hip. It has sunk in more over time. Per the customer service representative, I was advised to use wood boards underneath the mattress, which was no where near disclosed at time of purchasing mattress. I went ahead and made the changes only to be told they closed my warranty claim (which took them 2.5 months to let me know they are doing this). The customer service I have received is terrible, and no guidance, help or care was shown.

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bought the Casper Hybrid King mattress in May 2022. At first, it was great, everything was firm and we loved it. After about 6 months, I started noticing that Im having backpain that Im not used to. I thought it was something I did. I bought some bolsters and pillows to help ease the pressure in the back. But as time progressed , I realized that I sleep without pain when Im in the middle of the bed instead of on my side of the bed. Thats when I figured out that its much firmer in the middle like it use to be. And the sides have become unbearable to sleep on. Both sides! I tried my husbands too. Neither of us are extremely heavy. Hes 220, Im 190. Both within the weight range. This mattress was over 2k. I was expecting it to last us many years - it was the only way I was able to convince my husband to buy it. I was under the impression that this is a top notch mattress. After being ignored by ****** for over a month, I was able to get a response after filing with the BBB. They replaced the mattress, with an identical new one in March 2023. And guess what happened? The same thing! The mattress is unusable now. Its been a year and a half this time. And mattress is a total sagging mess. I DONT WANT ANOTHER ONE OF THE DEFECTIVE MATTRESSES. I paid over 2k for a quality product. I want my money back.

• Initial Complaint

  Date:07/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Casper matrress is ignoring my warranty claim for my mattress due to it causing back pain. The mattress was purchased in 2016 with a ten year warranty so still have years left on the warranty. I submitted all document to ******************************** when they requested the documents on 28Jun2024. I have since emailed them the documents again and have not received a response. My warranty claim number that was provided when I first contacted then is ********.

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The items were purchased online. They told me it would arrive soon, then it was pushed back to 3 weeks, then push backed another 4 weeks and then the foundation was pushed back indefinitely to a complete unknown date sometime after when they actually have a product to ship along with a mattress removal. I then canceled the order and informed them I would get the mattress and only the mattress from a local venue and that we wish to cancel the delivery and box frame (foundation) that they physically do not have in stock and wont for over 7 weeks of which they agreed to do.We bought the mattress from the local venue.After MANY attempts at contacting them (from us AND from their own company aka the other local store) they have refused to refund the the foundation and the mattress delivery and removal (of which they have cancelled)(they call it the foundation at $399) and $199 for the mattress removal and shipping which is again a service that was not provided as they cancelled it but refused to refund us for.Total amount they have not refunded is $598 (despite refunding for the mattress which was then spent at their store) for services that was cancelled and not rendered and a product that was cancelled and not delivered.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Casper mattress is leaking fiberglass. The label on the mattress does not say it contains fiberglass, nor uses a term synonymous with fiberglass. This is happening without any alteration to the mattress on my end (I did not cut it open nor remove the cover).

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau, 

  My fiancee finally got through to the company and they said they would get back to us in 3 business days. However, I still think the complain I'm making to you is valid. At the very least there should be some sort of regulation that states they must detail the materials used in their product. There is nothing on the mattress label indicating the use of fiberglass. We had to find out through online forums of other people who have been affected. 

  Thank you for looking into this, 

  Best Regards,

  *******

• Initial Complaint

  Date:01/17/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original transaction was on or around 12/15/2022 My complaint is about the return of item for 07/19/2023, King sized Mattress and frame. Casper states that refund has been returned to a Mastercard. I do not own a MasterCard. I did use a third party (Affirm) to pay for this and after contacting Affirm they use a ***** I have contacted them (Casper) several times for a refund but each time they say that they have refunded me the money and there is nothing more they can do. I have screenshots and receipts to prove this and still nothing. Order #-C00497757 I've attached the proof of payment that I have already sent to Casper as well as Affirms statement that they use *****Thank you for your time and I look forward to a response.