ComplaintsforCasper Sleep Inc.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I moved from PA to ** on July 14th, 2021. Unfortunately during the move, our moving company had a catastrophic accident and ALL of our belongings were a total loss. We had nothing. We called around to all the local ******** stores to try to find ANYTHING we could get immediately so we had something to sleep on in our new home. We struggled to find anyone with anything in stock - thank you, COVID. Come July 18th, we decide to visit the Casper ******** store down in ********** The staff were great, the ********es in the show room seemed great. We ended up buying their top of the line king ******** and adjustable bases. We spent $6222.94. Ever since our first night on the new ******** my wife and I have been dealing with severe backpain. We reach out to customer service, no answer to our live chat message - I send a detailed request asking to try a different ******** via their offline live chat on their website - no one ever gets back to me. Now, November 8th, I make the time to step away from work to call the store we bought the ******** from, asking to see if we can downgrade us to a different ********, don't even give me money back, just give us a different ******** to try. They refuse and say sorry, you're outside of your trial period (by 12 days), we can't help you. Call the customer experience team - we call them. Same thing, Casper is unwilling to help us because we're outside of the trail period. So, now, my wife and I have a $2,876.00 Wave Hybrid Snow ********, which is unusable. We tried to reach out to Casper within our trial period to no avail. And now we're slightly outside of our trial period and they won't even talk to us. This is BAD business. All we want is an exchange. Needless to say, my family and I have gone through a lot losing our entire life's worth of belongings. Now we're stuck holding this bag. Casper needs to make this right.

  Business response

  11/10/2021

  Hello ****,

  We are sorry to hear about the ordeal you and your family have been through during your move. Our system keeps a detailed account of every attempt to contact our support team based on the information provided. This includes Email, Phone, Text and Chat interactions. After careful review, the first point of contact we see was made on 11/8 which is sadly, outside of the 100-night trial period. If you feel this is an error, we would be happy to have a member of our supervising team reach out to you so that you may provide screenshots of these attempted interactions. 

  Please let us know if you will be able to provide these details so that we may assist you further.

  Best,

  Customer Experience | ********************
  ********************************
  ************
  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 15, 2021, we placed an order with Casper (order number ***********) for: Casper Haven frame, Queen ********* **** for $1,345.50 Wave Hybrid Mattress, $2,290.75 Waterproof Mattress Protector, $89.10 Delivery/mattress/in-home setup: **** Shipping fee: $149.00 To date, we have only received the mattress and the protector. They agreed to deliver the mattress as the frame was taking so long. Since then, they have told us our order has been cancelled, delivered, reordered, and has been replaced (twice). We have yet to receive EVEN ONE frame.The did attempt to deliver 2 frames (no idea why), but the drivers said it was missing pieces. Casper then said it wasn't and advised that they would monitor and get the delivery rescheduled right away. This was over a week ago and we have yet to receive even a word from them since. I have attached the emails of our communications. I have asked for a status update, a refund, etc. Nothing. I am not calling again as it is beyond frustrating to her them tell me, over and over again, that we are on our second replacement for an item we have NEVER received. We have had to call and email numerous times requesting an update on our frame. We request a refund of our frame purchase and shipping fee.

  Business response

  11/10/2021

  Hello *******, 

  We are so sorry to hear about the complications with your order. After reviewing your case, we can see that you requested to cancel the delivery of this item and you have been fully refunded. We are sad to hear that things did not work out this time around and we appreciate you taking the time to share your thoughts with us in detail. We will be sure to follow up on these shortcomings and make sure our team is given the proper feedback so that we may improve our customer experience moving forward.

  Best,

  Customer Experience | ********************
  ********************************
  ************
  

   

  Customer response

  11/16/2021

  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.

  Please note that Casper did not initially refund the full amount (the shipping fee was omitted) but did so after I inquired as to why it had not been refunded. 

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

  
  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order number **********. Purchased new Hybrid Queen mattress. I've lost count of how many times I've had to replace the mattress. After about 2 months of use, the middle layer (out of 3) starts to tuck in and there's a visible gap. The top layer completely separates itself from the bottom 2 layers. This causes the top layer to move and break. There are lumps clearly visible with the cover on, and when I take it off then you can see the problem. Each time I call, I receive an email, I send pictures, they send a new mattress and pickup the old one. This past week I received a replacement mattress on Monday which was defective. Called Tuesday and received another on Friday, which also was defective. I mean defective as in the third layer sunk in and physically broken. Nobody. NOBODY escalates this to the QA manager so they can realize their actual production methods are bad and the mattresses are coming out faulty. This company is a fraud and they're selling defective products.

  Business response

  10/18/2021

  Hello There,

  Thank you so much for taking the time to bring this to our attention. We can see you have multiple cases with our support team and documentation was sent in regarding issues you felt there were with each mattress. The head of our quality assurance team will be reviewing everything in detail to determine the root of the issue. That being said, it looks like our team has sent you a replacement you are happy with. We hope you sleep well.

  Best,

  Customer Experience | Casper Sleep
  ****************** ************
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order (#**********) was originally placed with Casper on August 27, 2020 for a King Size Original mattress for $1,295.00. The bed did not arrive until October 27, 2020, in part due to challenges dealing with the contracting company (XPO) that Casper currently contracts out to. I had to follow up almost daily for updates and to ensure progress on my order. The bed is now sagging when you lay on it after less than one year of service. My husband has developed serious back issues as a result of it, and I have begun to experience hip issues. The mattress should be accompanied by a 10 year warranty, of which sagging is one of the covered issues. I reached out to Casper customer service via email to inquire about the mattress warranty. They were responsive to my first email requesting images of the mattress and picture of the tags. And after that, they stopped following up. I called the customer service line and was told someone would follow up. That was a week ago.

  Business response

  10/18/2021

  Hello ******,

  We are so sorry for the lack of prompt follow up from our support team. We took a look at your case and it appears that the agent you were working with is no longer with us. Our supervising team should have taken steps to ensure that another member of our team took over your case and we sincerely apologize for dropping the ball here. We have assigned your case to a senior member of our quality assurance team who will be able to assist you with the warranty claim process.

  Best,

  Customer Experience | Casper Sleep
  ****************** ************
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Casper Wave Hybrid Cal King ******** on 09/22. A shipping label for *** was created. The item never shipped. I called and they determined there was an error in their system and they rated a new shipping label. The item never shipped. I called and they created a new shipping label and said that the mattress would be delivered Friday October 1. That is tomorrow. The mattress will take at least three days to be delivered once it has shipped. It still has not shipped. I believe that the mattress that they have sold me for almost $3,000 is not in stock and they wont admit it. They make the sale and create a shipping label, but there is no mattress available for *** to pick up and deliver. If there was, it would ship. *** picks up items every day from Casper. If a label is created and *** arrives to pick up available items, then there is no reason why my order wouldnt ship. Clearly, the mattress isnt available and theyve not taken my money when they cant fulfill the order

  Business response

  10/08/2021

  Hello *****,

  We are sorry to hear about your experience thus far. We took a look at the order in question and we can see that the mattress did indeed ship, however, there was a request to return the item to sender. At any point did you request to cancel the order? If not, we can arrange to have one sent out. We are so sorry for any confusion or miscommunication and we are happy to help get to the bottom of this. 

  Best,

  Customer Experience | ********************
  ********************************
  ************
  

  Customer response

  10/12/2021

  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:

  The mattress NEVER shipped!!  That is the whole issue.  I eneded up having to cancel the order.  There was NEVER  a return since the mattress NEVER shipped.

   

   

   

   

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

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

  Business response

  10/18/2021

  Hello *****,

  We apologize for any confusion here. We are glad a member of our team was able to assist you in canceling and refunding your order. While things did not work out this time around, please do not hesitate to reach out if you need anything at all in the future.

  Best,

  Customer Experience | ********************
  ********************************
  ************
  

  Customer response

  10/18/2021

  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

  09/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  8/25 Order **********: 1 x GLOW LIGHT marked delivered and signed for. I did not receive or sign for the package. 9/8 : Please check with your neighbors to be sure this item was left nearby. 9/12 : Here is a link from *** with the following GPS link regarding the delivery of the Single Glow light and the location is was left. Link did not work. 9/9 : The next step is for us to request a lost package investigation with ***. This investigation can take 1-8 business days to be completed. After we receive a response and they determine the shipment has been lost we can then at that time send out a replacement. 9/15 : I'm looking into your order and I do see the package was signed for. Since it was signed for that means a signature was forged. Have you filed a police report and if so could you provide a copy in the email. 9/16: If something is saying it has arrived to you and was signed for - someone is saying they are you and forging your signature. Please help.

  Business response

  09/27/2021

  Hello *****,

  We sincerely apologize that this was your experience. This is absolutely not how this should have been handled and we want to thank you for sharing this with us so that we may improve. It looks like this has since been resolved, please do not hesitate to let us know if you have additional questions. 

  Best,

  Customer Experience | Casper Sleep
  ****************** ************
  

• Initial Complaint

  09/13/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company charged me twice on a sale, i showed them multiple times and contacted them more times than i could count. They saw the duplicate charge, and said there was nothing they could do to do a dispute with my credit card. I did and they argued back saying that they didn't. but there proof in the statements. At this point i feel like they are just trying to keep my money. Below i have attached the order total, and the split payment of 2K on one card and remaining on the citi of 2219.54, but as you can see the citi was charged twice.

  Business response

  09/27/2021

  Hello ********

  We are so sorry for the confusion here. We took a look at our system and only one charge in the amount of $2,219.54 was completed on our end. May we ask if this screenshot was taken while the charges were still pending? We can assure you that we are not trying to "keep your money" and we want to make sure that you are only charged for the amount you purchased. It looks like you submitted a chargeback with your bank. Once a chargeback is initiated we are unable to process any adjustments on our end and your bank is responsible for resolving this issue. We sincerely apologize for the inconvenience. 

  Best,

  Customer Experience | Casper Sleep
  ****************** ************
  

  Customer response

  09/29/2021

  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,
  ******* *********
  
  
  
   
  No this was not taken while it was pending! My card says “pending” when the transaction hasn’t cleared. Both transactions actually went through!and correct I did do a charge back and Casper keeps fighting us in it. They sent me a letter to reach out to the merchant, we called and they opened the dispute again, I just hope that she. You get the letter from my card Casper states that there should only be one charge of $2219.54 and not 2. This has really taken a toll me and my husband. To the point that I’m actually getting sick from this because it seems that no one is helping us. 

• Initial Complaint

  09/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Casper is knowingly engaging in deceptive sales practices. I spoke with a Casper specialist to place an order for 2 mattresses and an adjustable frame. I was told everything was in stock and "ready to ship." But when I called support to check after ordering, I was told it was out of stock. ? Casper knew the items were out of stock, but still communicated to customers — both on their website and over the phone with specialists — that the items were in stock. They're knowingly and willfully deceiving customers to pay for items with the expectation they're in stock, when they're not, so they don't lose sales. And in this case, with no information or timeline when they'd be back in stock. When I asked a supervisor why his sales teams were still telling customers the unit is in stock, I got silence for several seconds, followed by "I'll pass that on." However, several days later, nothing had changed. Very shady.

  Business response

  09/14/2021

  Hello ******,

  Thank you so much for reaching out. We sincerely apologize for the delay on your shipment. We took a look at the order and it looks like this has since been delivered. We hope you are enjoying snoozing on your new Casper!
  
  Should you have any follow-up questions, please do not hesitate to reach out. We are here to help!
  
  Best,
  
  Customer Experience | Casper Sleep
  ****************** ************
  

  Customer response

  09/15/2021

  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:

  The delivery doesn't address the actual issue. Again, the issue is the deceptive practice Casper is using to make customers believe products are in stock, when they're not — including, but not limited to, sales teams telling customers units are in stock, the website showing "Ready to ship" when adding units to the cart, and the order status page also showing "ready to ship." I encountered all 3 of these, and continued to do so for 3 weeks, all while the units were definitely not in stock according to supervisors. These issues need to be resolved for this complaint to be resolved.

   

   

   

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

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

  Business response

  10/08/2021

  Hello ******,

  We sincerely apologize you were impacted by an unexpected delay. We can assure you we are certainly not intentionally stating products are in stock when they are not. Should a delay arise after an item is purchased, our support team works diligently to ensure that all impacted customers are promptly notified. We understand how frustrating it is to hear that an item is delayed post-purchase. Our team is constantly working to find more efficient ways to update our inventory in real time and we appreciate you taking the time to share your thoughts with us so that we can improve.

  Best,

  Customer Experience | Casper Sleep
  ****************** ************
  

  Customer response

  10/12/2021

  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:

  First off, this was not an "unexpected delay." You were out of stock of the items, and even with that knowledge, your sales teams and website continued to show the items as in stock and ready to ship for weeks. At no point did Casper make any attempts to notify me it was out of stock (not a single one). In fact, the order status page echoed the "ready to ship" language. It was only when I called to find out why my items hadn't shipped that I was told of the issue. And apologies for delays doesn't solve the problem. I'll make this extremely simple for you...here is how you solve the problem:
  
  
  • Make sure your website is clear on the inventory. If it's out of stock (which it was), at no point should it say "ready to ship." It should say it's backordered or out of stock. Plus, there shouldn't be a way to add to cart unless it's also made clear to customers that you have no know ETA for stock or delivery.

  • Make sure your sales teams also make it clear to customers the item is out of stock or backordered with the option of still placing an order knowing there's no known ETA. Your sales teams — even knowing it was out of stock — continued to tell people it was available and took their money.
  
  • Make sure your order status page is clear.
  
  The fact none of these are in place, makes it clear it's intentional, so you don't lose sales. This is not just an inconvenience, it's a shady tactic. 
  

   

   

   

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

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

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress and bed frame on July 7 (total $5,487.57) and selected in home delivery. Per local XPO warehouse update, mattress was rec'd on July 10 but frame is still pending. During 1st week of Aug, I called Casper and was told XPO should have rec'd the frame on July 21 but they may not have scanned product upon receipt. They initiated inquiry with XPO, which started searching for the missing product. I subsequently called every few days and each time Casper gave me the same response - they will inquire with XPO again. It's been 4 weeks and Casper is still waiting for XPO to search. They can't tell me how much longer they'll wait before re-shipping to XPO. I've now waited almost 2 mths when the original estimated time was 3 wks. Without the bed, I had to pay for an air mattress as temporary solution. **************** at ******************** never provides a real answer/solution and no updates. Casper Order #**********

  Business response

  09/14/2021

  Hello ******,

  We are so sorry to hear about your experience with our team. Waiting this long for an update is simply unacceptable and our support team should have been far more communicative with you. We were able to investigate this order and it seems XPO has completed their dock search and claim they do not have the frame, only the headboard. That being said, we have arranged for another to be shipped out. A member of our delivery team will be reaching out to you later today to provide additional information.

  Best,

  Customer Experience | ********************
  ********************************
  ************
  

  Customer response

  09/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response appears acceptable. The business has also finally reached out to me directly and noted the product will be re-shipped. It is currently on back order until Sept 20. Will wait to see whether the product will actually be delivered to me in 2-3 weeks. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a mattress set on sale from Casper August 16th. They said everything would ship by the 24th. I got 5+ text alerts for the mattress cover and stand deliveries but nothing for the mattress. I’ve called twice and the first time they told me the shipping label was printed. The second time they told me the package was waiting for pickup but it’s been days and surely *** had been there since. They shipped out the other parts of my order to make returns hard since you have to return the full set. I have no idea why they are running a huge Labor Day promotional sale when they can’t even meet existing orders.

  Business response

  09/13/2021

  Hello ***,

  We sincerely apologize for the delay in on your delivery. We took a look at the order and it looks like this has since been delivered. We hope you are enjoying snoozing on your new Casper!
  
  Should you have any follow-up questions, please do not hesitate to reach out. We are here to help!
  
  Best,
  
  Customer Experience | Casper Sleep
  ****************** ************
  

*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. ↩