ComplaintsforCasper Sleep Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a replacement dog mattress cover from Casper.Com on-line on 1/21/2024 at a price of $83.74. The web site indicated delivery within approximately one week. The sales price was paid through my credit card. Casper Order #*********.First they said a delivery in late January. Then they said a delivery in April. Then they said delivery in June. Now they say August 23, 2024. I still have not had a delivery.Casper has claimed to be out of stock. I don't know what to believe. Are they bankrupt?I have contacted them repeatedly, but they just keep delaying delivery despite being paid nearly 6 months ago.Please help. This is a perfectly legitimate complaint.

  Business response

  07/01/2024

  Hi ********,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with the delivery of your 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 | ********************
  ********************************
  ************

  Customer response

  07/09/2024

  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a mattress on 5/27. They kept saying they were shipping the mattress but it never happened - they failed to provide the tracking number. The item never arrived, as of 6/29. They also told me lies - even when they are experiencing delays, the website keeps saying it's in stock and would be shipped in 1-2 days. I tried to cancel the order since it has been more than 30 days, but they refuse to cancel b/c there is something wrong with their system.

  Business response

  07/01/2024

  Hi *****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with the delivery of your 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

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 27 I purchased a mattress from H*1*0*4*6*5*5*8*9*5H online, because they were having a Memorial Day weekend sale. I paid $1,660 for it and on the website it advertised Ships in 1-2 Days. On May 29th I received an email that due to higher than expected demand, my mattress will not ship until June *rd. That was the last time H*1*0*4*6*5*5*8*9*5H actively reached out and updated me on my purchase. June *rd came and went with no update or mattress so I emailed customer service on 6/5 and received no response. I then called on 6/7 and spoke with **************** who apologized for the late delivery and offered 10% discount and assured me my mattress will ship on Monday 6/10. On 6/1* the tracking showed my mattress had still not shipped therefore, still no update, no mattress, and no discount reflected on my original payment so I sent an additional emailed specifically to **************** I called customer service on Sunday, 6/17 who gave me the same run around and apologized but offered no explanation or resolution except that my mattress will ship now on Monday 6/18. That afternoon on 6/17 I received an email from ******* who claimed to be a supervisor and it seemed thing were finally going to be resolved. He said it showed on his end the discount I was supposed to receive was never submitted for approval and hed offer an additional 5% off for a total of 15% off. That discount was reflected on my credit card statement that night (6/17). I also needed the shipping address changed so he changed it in their system. ******* explained he would be the point of contact going forward and the mattress will ship the next day on 6/18. I since emailed ******* * times with no response and still no mattress. Yesterday I called and spoke with yet another person who couldnt provide me any information and said the mattress may be lost. He would email me by yesterday evening with an update. I received no email, once again. I would have never have thought a well know company could do this. 4+ weeks,no mattress

  Business response

  06/27/2024

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Casper King size Original Mattresss on 11/21/2022. The mattress really started sagging this year which is upsetting as the mattress isnt even 2 years old. I reached out in June 2024 and they started a claim. Immediated (within 10 min) of sending them pictures of the tags and frame they said because of my metal frame there is no covered warranty. When pressed where this is disclosed to the consumer before purchasing they have stopped responding.I have purchased several mattresses over the years and never had issues of even been asked about the frame. I would not have purchased this mattress from them had I known. They supposedly have a good reputation but that is not my experience.

  Business response

  06/24/2024

  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 | ********************
  ********************************
  ************

  Customer response

  07/19/2024

  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2022 I paid over two thousand dollars for a mattress that now looks like it has a crater on one side. Neither myself or my wife spend much time on the bed and we both are average size. Were basically touching the floor and have both developed serious back pain. I get put on hold by Casper support all day, no response to my warranty inquiries. Youd assume that after spending 2000 dollars and after all the marketing theyd honor their warranty. Not the case. Stay away.

  Business response

  06/24/2024

  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The foam is deteriorating in this mattress. It has gotten so weak to the point of if I sit on the edge of the bed. I have slid off the bed twice. I understand it as a foam mattress, but it is dangerous. It was not like that when the mattress was new, you can tell that it has deteriorated.I contacted casper and supposedly the mattress had a ten year warranty, and after four years they do not want to honor their warranty.Not a manufacturing defect, but it is something that has deteriorated over time. If I move down 3 feet from where I normally sit, the mattress is firm or I should say. The sides are firmer. They do not compress. As much.I only weigh approximately two hundred and six pounds, so it's not like I am that heavy to cause such a problem.Their customer service only sends emails. And they sound very generic. It's almost like it's something that's printed out, and they just put your name on it..I do not understand why they offer a 10 year warranty. And then four years in, they do not want to accept the fact that this is a problem.

  Business response

  06/24/2024

  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 | ********************
  ********************************
  ************

  Customer response

  07/15/2024

  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

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have submitted a warranty on a mattress!Which is still under warranty,I did everything they ask for, pictures of the mattress, and label on the mattress.I started this in the end of May and got noticed that I will receive information within 3 business days! It never happens I than have been calling and have been told that, Casper person filed the wrong information so they have to start over! This as of today will be the third time, they keep telling me it must be approved! So again its all wrong so it needs to be done overI am not getting anywhere with this and at this point feel Casper doesnt stand up to there warranties! Spent on hold waiting for information on this claim! As I am doing right now as Im trying 40 minutes so far! 6/17/24, I was now told that I was approved for replacement and will receive an email confirmation within and hour that was 6/17/24, it is now 6/18/24 and nothing, on hold again to ask where is the email 20 minutes so far.I have sent 3 sets of pictures and am starting to think this is a scam and need help.Thank you

  Business response

  06/18/2024

  Hi *******,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our services and our support team. This sounds like a misunderstanding from our team that we should be able to resolve quickly. 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

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an expensive mattress from Casper and opted for old mattress removal by a third-party service provider through Casper. My order invoice referred us to *************** When they arrived, they informed us that they no longer contract with Casper and charged us $119 for the removal. I contacted Casper to request a refund of $119, as this service was supposed to be free. The customer service representative responded:"After consulting with our team, I can confirm that Casper did in fact partner with ************** at one point for mattress removal in **********, and it appears that it showed up on your order confirmation by accident. That said, I do want to advise you that we will not be able to refund the fee as Casper did not initiate a pickup for your mattress in general, whether that be through ************** or any of our removal partners, former or present."I believe I should be refunded for what was supposed to be a complimentary service. Casper's failure to take responsibility and their unwillingness to assist me, despite my spending over $3400 with them, is unfortunate. I hope this intervention encourages better treatment of future customers. I certainly won't be one of them.

  Business response

  06/18/2024

  Hi *****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our services and our support team. This sounds like a misunderstanding from our team that we should be able to resolve quickly. 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 | ********************
  ********************************
  ************

  Customer response

  06/20/2024

  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

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After over a month of not having a mattress to sleep on and waiting on a warranty replacement where agents would only follow up via e-mail after calling the customer support line directly, I am submitting this BBB complaint to demand that they deliver my replacement with expedited shipping and to warn other customers about my experience. The warranty replacement for my Casper Original is for a fiberglass leeching issue (upgrade to the Casper Dream). I first called Casper on May 13 for a quality assurance claim, which was filed by Casper on May 19 and approved May 21 (first agent stopped responding after May 19). On May 21, I called the customer support line who informed me that my replacement had been approved and the Casper Dream replacement would ship out in ***** hours. I did not hear about the shipment or from Casper for another week, so I called back on May 28. Only then did they notify me of Memorial Day production delays and back orders, so mattress was estimated to ship out June 3, despite my replacement being approved a week prior to Memorial Day. My case was escalated to a supervisor processed both a refund for my original mattress committed to shipping the replacement mattress, but I have not heard from them since June 7. Casper also did not reimburse the $150 junk removal service I needed since ********* *Casper's partner) did not work in my area. On June 3, *** created the label and tracking number (******************). It is now June 14 and there has been NO MOVEMENT on this as the package is not with ***. On June 11, the customer support line said that the mattress was already processed at the factory and at a Casper distribution warehouse. On June 12, I called and they said AGAIN that shipment is now delayed from June 10 to June 17. Production delays are not an adequate explanation as local Casper stores have had stock since right after Memorial Day. I would like to just receive my replacement mattress ASAP and for this whole ordeal to be over.

  Business response

  06/18/2024

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

  Customer response

  06/18/2024

  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. The mattress was finally delivered on June 18th after over a month of back and forths with customer support, production back orders, and delivery delays. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a mattress on 5/26 from the Casper website. I was told that my mattress would be delivered in a few days. Initially got an email saying that my shipment would be delayed a few days, which is fine. I opened a support ticket asking for a confirmation of when the delivery was now scheduled for, since I need to be home to sign for the package. I was told that the mattress was backordered. This was not clearly displayed on the website, and I only found out that I ordered something that this company didn't even have in stock until well after my money was already spent on the product. The support ticket told me that my mattress would be delivered a few days later, but that day came and went with no delivery. I burned a day of PTO to be available to sign for this package that day, too. I have been calling almost daily since then, because every time I call, a customer service person tells me what I want to hear to hang up the phone (mostly, it will be shipped "today or tomorrow"). My *** tracking for my order shows that the shipment has been cancelled. As of today (6/11), my mattress is "batched and ready to be shipped on 6/21", which is almost a full month after my order was placed and given its initial few day delivery window. I was previously told that my mattress was "batched on 6/3 and will ship very soon". I suspect that was another lie by their customer service reps to get me to hang up the phone. Today I tried to get a refund, but apparently they can't process a refund until the mattress has been shipped to ***, meaning that my $1700 is in limbo and I have no way of getting it back. It feels like this company has stolen money from me.At this point, I just want my mattress and to talk to someone who has real authority to do something, rather than a customer service rep who just wants me off the phone.

  Business response

  06/18/2024

  Hi *******,
  
  We deeply apologize for the delay in response and we want to make sure this is addressed. Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with the delivery of your product and our support team. 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 | ********************
  ********************************
  ************

*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. ↩