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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is refusing to honor their return policy. I got a mattress today after nearly a week late. I slept on it and decided I do not like it. I want to return for a refund, as per their satisfaction policy. They have refused to issue a return or refund. They are forcing me to keep it for *********************************** This mattress is NOT going to work, I want to return it as per their full refund policy. I see numerous complaints about this business and regret not checking first. Please help me get this mattress picked up so I can get my ******* back.Business response
09/02/2021
Hello ****,
We are so sorry to hear you are not loving your mattress. The important thing to note is that it can take a few weeks for the body to adjust to a new mattress. This is why we require a minimum 30-day trial period before initiating a return as listed on our website at the time of purchase. That being said, per our return policy, we will be unable to accept your return until after the minimum 30-days has been met.
Thank you so much for your understanding.
Customer Experience | ********************
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************Customer response
09/03/2021
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:[Your Answer Here]
This is unacceptable! I do not want this mattress I am not ok with using this mattress again. It is uncomfortable and causes me more pain than I had even sleeping in the poor caused less pain. I want a refund immediately. I will be happy to send this back or donate it ( Donations appear to be an option and I would be happy to do that as well )
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************
Business response
10/08/2021
Hello ****,
If you would like to donate the item yourself and provide us with a donation receipt with Casper listed as the donor, we would be happy to process your refund.
Thank you,
Customer Experience | ********************
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Contact Information
175 Greenwich St, Fl 39
New York, NY 10007
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Get a QuoteCustomer Complaints Summary
128 total complaints in the last 3 years.
55 complaints closed in the last 12 months.