ComplaintsforCasper Mattress
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Complaint Details
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Initial Complaint
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Casper mattress after trying it in a store. It did not work well for us, so we called Casper to initiate a return. We were within the return window and the mattress was picked up by a third-party contractor. During the removal process the company scuffed and scraped walls and ceilings. I called and emailed Casper several times seeking compensation for the damage, but my complaints have been generally dismissed and I have been told to contact the pickup company. Caspers website states, If youre not 100% in love after the first 30 nights, well pick it up, do all the packing, and give you a full refund. We do our best to donate returned mattresses and give them a new home.This would lead buyers to believe that Casper is taking responsibility for the pickup.If they are unable to manage the pickups, and need to contract out their returns, this should be clearly stated in their return policy. Regardless, Casper is ultimately responsible.Initial Complaint
12/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a ************* on 8/8/2022 order #R871479722. Item was supposed to ship by 11/7. It is now DECEMBER 13 and Casper has had very poor como atino of the whereabouts of my purchase. Since 11/7 Ive had to call constantly and I never get an affirmative answer on where my bed is or when I will be receiving. I paid $2,129.14 for this bed 4 months ago and have yet to receive it! $200 fee for delivery alone! I am urging to please have some assistance in locating and getting my item home!Initial Complaint
04/12/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a mattress and frame from Casper. The site CLEARLY states the items are returnable "money back guarantee" I contacted them to return the frame only and was told that I have to wrap it up and deliver it to a charity in my area? This item is extremely heavy and I cannot transport it in ************? I also live out of the city limits and do not have a charity that would come pick it up? I do have the original box and *** OR FEDX?? This is not a reasonable practice and by no means is a return policy?Initial Complaint
11/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a queen size mattress topper from Casper, order #R161108830 on 10/11/2021. As soon as I placed the order, they charged me (through PayPal) for $290.62. Their website said the item was in stock and would ship within 5-9 days. I texted the company and have done online chats on their website trying to get this item shipped. On 10/30/2021, they issued me a $27.00 credit for the delay. I finally received an email on 11/23/2021 saying the item would be shipped. I did receive a mattress topper on 11/27/2021, but it is a twin XL and not the queen size I ordered. I contacted the company via chat and was told they would "look into it" and would let me know by email what would be done to remedy it. As of today, 11/28/2021, I haven't heard back from them. I just feel like I'm getting the run-around from them.
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Customer Complaints Summary
14 total complaints in the last 3 years.
8 complaints closed in the last 12 months.