Complaints

This profile includes complaints for Casper Sleep Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Casper Sleep Inc.

  175 Greenwich St Fl 40 New York, NY 10007-2786

• 

  Casper Sleep Inc.

  230 Park Avenue South Floor 13 New York, NY 10003-1547

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:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 mattress we purchased came with a 100 night satisfaction guarantee. When we determined that we did not like the mattress, Casper agreed to refund or purchase price. However that refund was never sent. They told us on February 6th 2025 (and multiple times since that date) that the refund had been processed back to our credit card, but after almost 2 months of investigation by our bank they found that the refund was never sent. Casper lied and stole our money.

  Business Response

  Date: 04/01/2025

  Hi *****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your return and our support team. We want to make sure this issue with your payment is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************
  

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 casper mattress in the year of 2016(with 10 yrs warranty) We started noticing the change few weeks back( 2024 end to 2025 beginning) Visible indentations/ slope is there and when we sleep on it , one side of it sunkens even more. That area is lumpy as well. So we contacted and attached few photos along with the email to them(casper support).They initially asked us to send more photos.We sent them numerous photos of different sides along with original tags pics etc. PLease mind that its a cal **** mattress (very heavy)and for us middle aged couple it was not easy to toss and turn the *********** my husband has back issues. But we still sent them the necessary photos multiple times from different angles.They were never satisfied and how can we tell them the feeling that we are having sleeping on that mattress. Feeling cant be expressed in pictures right?They were as**** for more photos and were not satisfied. And eventually they stopped responding to our email. We have the whole email and purchase history of it.

  Business Response

  Date: 03/21/2025

  Hi ********
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 bought a mattress on 2/17/2025 for $669.66. Later that same day, I requested cancellation of the order. The order never shipped. The company refunded me 11 days later $653.66. I inquired about the remaining $16. They refused to refund the remainder and said "I'm afraid that the recycling fee is paid to the state per mattress order and we are unable to refund it as the money is not kept by us,". This is unacceptable and I require the remaining balance to be refunded.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** **********
  
  
  
   
  
  

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 the Casper Snow Bundle on February 7, 2025 for a total price of $2835.47. The bundle include a king size mattress, king size foundation and king size mattress protector. So far I like the mattress and the foundation is fine. However, the mattress protector is not waterproof. It will not prevent stains. I went to the website and was able to request a return of the protector. However, I did not receive the return shipping label. I then chatted and was told I would be transferred to an associate to help. The transfer didnt occur. I then called customer service. I was told that I could not return the item unless I return the entire bundle. I went to the website and this is all I found about the return. Bundles When you purchase a Casper Bundle, all of the items in the bundle will have the same trial period. If your bundle includes a mattress, the entire bundle will have a 100-night trial period. There is nothing that stipulates that all bundle items must be returned. I sent an email and was then directed to a more detailed bundle return policy. This policy is not found in the What is your return policy section. I feel that the return policy for bundles should be disclosed as part of the answer to the What is your return policy section. I am hoping to be able to return the mattress protector (that clearly, does NOT protect the mattress. And Casper should publish the bundle return detail in the What is your return policy section.

  Business Response

  Date: 03/05/2025

  Hi ******,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  ******** ********** **** * ******************** ******************************************************** ************

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased Casper mattress year ago at ******. Began using May '24. Mattress starts having impression I start to feel at only 4 months. Other customers cite similarly not being able ******************** on outer 10" of bed due to lack of edge strength & calling it defect in numerous reviews Elderly parent broke hip September shortly after my first contact with Casper who had sounded eager to help. Was not able to follow up with ******** until January, he had told me in Sept '24 email not to worry about warranty claim - that once a picture of my mattress ********** of my proof of purchase from ****** was (I provided weeks ago) received by Casper a replacement would be promptly arranged.Weeks later &b they continue to give me run around telling me I have no warranty past 100 days from original purchase & that you (meaning me) failed to provide a picture of the mattress tag and/or a copy of my receipt" & also telling me the warranty is void if mattress does not have prescribed base underneath it. ***, etc. None of which was/is disclosed on box that the mattress comes in, or by ******. CASPER is not honoring their warranty despite acknowledging warranty issues with the outside edges of this model. They continue to act unethical and lie, stating that we never provided the 2 documents requested, while also seeming to indicate it would not matter if we had, as my feeling is they want ****** to bear the burden of their defective product, & force a disabled person to drag their mattress back ******, because they will refund our money, so Casper won't have to replace their product.This is not only discourteous, it's likely a violation of state and federal statutes protecting consumers and also as relates to treatment of disabled people! CASPER MATRESS BUYERS BEWARE OF CASPER MATRESS COMPANY BASED IN ********, ******** - THEY HAVE DEALT WITH ME UNFAIRLY & UNETHICALLY, REPEATEDLY AFTER MY FIRST (AND NOW ONLY) PRODUCT PURCHASE EXPERIENCE WITH THEM - WHICH HAS BEEN A VERY POOR ONE !

  Business Response

  Date: 02/27/2025

  Hi ****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We see that a Supervisor has made contact with you and that your replacement mattress has shipped! Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 mattress in 2020 with their 10 year warranty which they are not honoring whatsoever. Over 6 months ago both my wife and I noticed how painful it was in the morning after sleeping on the mattress and after going out of town and sleeping pain free we knew this what a problem/defect with the Casper mattress. The mattress feels like we sink in deep in all the normal areas we sleep. When you remove the sheets you can see visible indentation areas and the sleeping areas have lost all support. We rotate the mattress every 2-3 months as instructed the entire time we have it as well as have it on wooden slat foundation as recommended by Casper. We specifically purcahesed a Casper because of the ************************************************************************************** the future from failures such as this. I have reached out to Casper to try to go through their warranty process and have gone back and forth with them for over a month sending photos and measurements showing the indentation and areas where it is sinking as well as pictures with weights showing how it is not supportive. The indentations in the photos clearly show a depth of over 1 inch that they said is needed for the warranty claim. however, each time I send photos following their directions they ask for something else or nit pick the photo and continue to deny me a warranty replacement that is clearly warranted. I have tried for a month undoing my bed multiple times a week to take pictures and measurements and follow their directions exactly each time but each time they don't accept the photos even though they follow their directions word for word. It feels like Casper is attempting to wear me out in a push to block me from getting a warranty replacement. All I would like is for Casper to honor their warranty and provide me with a replacement for a mattress that has clearly failed and causing me to have extreme back pain everyday.

  Business Response

  Date: 02/24/2025

  Hi *****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 order 10/30/18. Replacement under warranty 7/27/22 I requested a replacement of the second mattress they sent me. I contacted customer service and was asked by the ** team to provide photos of the mattress, bedframe, and to perform a string test which requires me to hold two ends of a string, a ruler, and a camera at the same time. I cannot do this alone, thus requested using another method such a the "weight test" which was sufficient for the first warranty replacement. This request was refused. The mattress is soft and sagging after less than three years. The first in less than four years. The warranty is for ten years. I sleep alone. I'm 185 pounds. There is a problem with their product and they aren't honoring the warranty.

  Business Response

  Date: 02/24/2025

  Hi *******,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 contacted Casper on 2/13/2025 as we noticed that our Casper Hybrid mattress that was purchased in July 2019 had fiberglass on the mattress and underneath the mattress cover when we washed it. At no time did the company nor retailer reach out to consumers to 1) alert them to not remove the zippered mattress cover as the fiberglass material is hazardous and a safety issue or 2) that the mattress itself had this material. I grazed my hand on the actual mattress and felt a ****** sensation that would not go away for an hour and according to health sources it is HAZARDOUS and UNSAFE for humans. in 2023 California legislature approved a ban on fiberglass in mattresses.I reached out to support who said the mattress WAS under warranty and we could be sent a new mattress replacement once the warranty claim was approved. I stated that we wanted to be able to choose the mattress of our choice and also make sure that this mattress did NOT have the fiberglass materials. They said they updated their mattresses recently to not include fiberglass and there were a few models that did not have it. If you even ask their chat bot about fiberglass they will tell you which SELECT models do not have this material. Again this was not disclosed when we purchased our mattress in 2019 so this is deceptive advertising.Since we had cleaned up the mess the mattress has been sitting in our back room and it's hard to photograph the tiny glistening strands of fiberglass as you need a flashlight to see it. Through different angles and using a flashlight you can see the glistening of the fiberglass on the actual mattress. I tried my best to take photos with the lightning and a video but ****** (customer support) said these photos were not good enough. I even invited someone to come out to my house to see the mattress in person so they can see the fiberglass itself. This is extremely POOR customer service.We would like the ******************** **** *** **** or a refund at this point for resolution

  Business Response

  Date: 02/24/2025

  Hi **,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product, our support team, and our company as a whole. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you today via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 mattress in June of 2023 with warranty that is not being honored by the company. A few months ago, my wife and I noticed that our backs were hurting after sleeping on the same mattress. The mattress felt like we were sunk in our normal sleeping areas. We always rotated the mattress every few months and did this again, but it did not help. After investigating why this was happening, we could see indentations in the mattress, and the areas we slept in were not as supportive as the sides where we did not. The main reason I purchased the mattress was because of the company reputation and brand of Casper and the warranty. I reached out to Casper and we went back and forth multiple times, sending multiple photos. I have a mattress frame that is specifically made for these types of mattresses. Casper support tells me that they "recently" discovered the bed would be better supported with a wood slat-style bed frame. I sent them documentation from their website where it did not state you 'must' use a wood slatted bedframe. I tested my mattress frame and used a straight edge under the frame, both with and without my wife lying on it. The frame is straight, there is no bend, and the mattress is not protruding through it at all. Casper support then told me that the indentations are not deep enough to warrant any support action on their end. In short all they were looking for any way to not approve my warranty claim. When I asked for a supervisor / leadership member to call me I was told they are not allowed to call customers - what a joke. What kind of company is this. I am still trying to get in touch with someone at that company in a leadership position who can help me get this resolved. My ticket number is ********.

  Business Response

  Date: 02/07/2025

  Hi ****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you via email to set up and call and provide further assistance. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello, We purchased a Casper Mattress 02/26/2020, through an authorized retailer (we verified prior to purchasing online). Initially it was amazing, and helped with back pain, sleep, etc. However, we began to notice delayed rapid degradation of the mattress/density/support/comfort and reached out to Casper Support, Initially they were very helpful but needed us to answer some questions and wanted some pictures, which we provided. Casper came back and the *** thought she knew what the issue was (defective mattress) but requested pictures, so they could move forward with warranty. I provided those pictures, and now they "forgot to tell me" that they want a different type of picture now, even though the new *** stated he had read the previous emails and was awaiting the pictures referencing what was previously requested from me. Bear in mind my wife and I are 52, and not in the best of health so it is an ordeal to maneuver this King size mattress, as they are extremely heavy. It took everything I could to get the cover off to get the first set of pictures of the tags (we bought this mattress to relieve back discomfort, not cause more). Then They wanted a different set of pictures for a weight test. Now they want a different kind of pictures. The ***s have been friendly but we are running in circles and possibly I hope to think it's not because I let them know our age and limited abilities. It's as if they want me to be unable to provide the pictures they want by changing what they want with each email. I have been patient and they have been helpful, but I can't continue to injure my back lifting this to take the cover off of it every time they want a different set of pictures.I have requested that we escalate to a supervisor but that request was ignored and I was told if he submitted now that it would be denied. My question is, Do I need to keep injuring myself to resolve this? Simply seeking a Replacement or a Refund Thank You

  Business Response

  Date: 01/31/2025

  Hi *****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 business hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

        I can't say I am unsatisfied with their response, so no offense to the recipient of this reply. I am simply in a holding pattern awaiting the Supervisor contact. I feel as if you can see the indentations clearly in the photos that were provided as requested, the consumer should not have to jump through more hoops after one escalation occurred. The first escalation I am referring to was to forward the matter to one of the company's Experts (as claimed in their response to one of my emails) ****************** team--a small, specialized extension of my team that are experts in solving issues like this". The fact that a team member forgot that warranty requirements had changed seems pretty significant. .
         Being in the Government sector, If I were to forget something in my work, so significant that it place unnecessary burden on an individual, my office would quash this new procedure where possible and move forward without giving a prediction that it would result in a rejected request when the error fell within this office. But that is a matter of opinion
           Thank You
                ***** **********
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** **********
  
  
  
  
   
  

  Business Response

  Date: 02/07/2025

  Hi *****,

  Thank you for your feedback in regards to your warranty experience with our team. We completely agree that this should have been much more seamless form the start and we are looking into implementing your feedback with our team. We see that you are in touch with a supervisor who has confirmed an upgraded replacement for you. We are happy to see that we were able to make this right for you and will look to make sure customers in the future have a better experience. Please let us know if you have any further needs or questions.

  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Casper Made certain that we are satisfied. I will not hesitate to do business with them again, one incident doesn't make a company a bad company. Things happen
  
  Sincerely,
  
  ***** **********