ComplaintsforCasper Sleep Inc.

• 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 | ********************
  ********************************
  ************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Memorial Day weekend, I purchased several items from Casper.com, taking advantage of their Memorial Day sale. At the time of my purchase, there were no notices or visible information indicating that these items were final sale. A week later, I received the items and found that while I loved a couple of them, three were not as described online. Specifically, the color and sizing were off on two items, and the quality of another item was terrible.I kept the items I loved and even repurchased four additional blankets as exchanges for the ones that didnt work out. I initiated the return process immediately for the three items that didnt meet my expectations. However, Casper is now stating that these items were final sale and cannot be returned.After Memorial Day, I did see a final sale notice on the website, but it was not present when I made my purchase. As a consumer, this feels deceptive. I am absolutely certain that the items I purchased were not marked as final sale during Memorial Day. I have spent over $300 on these products and want to return the three items that didnt work out. Additionally, I have already spent another $200+ on replacements.I am deeply disappointed that Casper would now claim everything I initially purchased was on final sale. There must be a remediation for this situation. The items are unused and still in their original packaging. Furthermore, I have been trying to contact customer support for several days without success. This experience has been frustrating, and I expect a resolution to this issue.I would like to receive a shipping label so I can return the three items and receive a full refund for them. Again, I have already purchased replacements from Casper.com.

  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 our 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 | ********************
  ********************************
  ************

  Customer response

  06/19/2024

  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

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Casper mattress from ******* which is covered under a 10-year warranty. After noticing significant indentations, I initiated a claim with Casper in late April 2024. Despite providing the required documentation and photos, the handling of my claim has been frustrating and unsatisfactory.Specific Issues:1.Poor Communication: There have been significant delays in responses from Caspers support team. After submitting the initial claim in late April, there was a lack of communication spanning over a week. Subsequent responses have been slow and often unclear or contradictory, causing frustration and confusion.2.Misleading Information: I received an email suggesting my claim was approved, leading me to believe the process was nearly complete. However, further requests for additional information and photos have made me feel misled and prolonged the resolution of my claim.3.Unnecessary and Illogical Requests: The latest request for additional images, including weights in different zones of the mattress, deviates from the warranty terms. The warranty states a defect is determined by visible indentations greater than one inch, not differences in firmness across zones. I have already provided clear evidence showing the indentation, meeting the defect criteria outlined in the warranty.4.Inadequate Online Support: When seeking assistance online, I was told only one specific person could handle my claim. This limitation is both inefficient and exacerbates communication issues, leading to further delays.5.Clear Evidence and Initial Requests: The photographic evidence I provided was clear, using standard weights and a ruler to measure the indentation. Further requests included foundation support photos, which I provided. I requested all required information upfront to avoid stalling or extending the process. Despite this, no pushback was given on the evidence provided, resulting in the latest unnecessary and illogical requests.

  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 our 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 | ********************
  ********************************
  ************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order through Casper mattress on May 12, 2024 for $902. It is order number ********** The order did not ship in the time advertised. It sent two emails before it shipped asking to have the order canceled; Casper did not respond. Once the order arrived, I requested to return the order for a refund. ***** M with customer care emailed me on May 26th asking for the order number, which I provided the same day. That was the last I've heard. I have sent approximately seven emails since then, and Casper has not responded. Can you please contact them so they will contact me and tell me how to return this item?

  Business response

  06/17/2024

  Hi *******,

  We deeply apologize for the delay in response and we want to make sure this is addressed. Thank you for reaching out and we apologize for any issues that have gone on with your experience with our 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 | ********************
  ********************************
  ************

  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.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Casper lists 2-3 day ship times on their site, it has been over 3 weeks and my order has not shipped, even though the company has told me multiple times my order has shipped and will be there any day. Multiple *** shipping tags have been created and canceled/ voided. Order still has not shipped and I am unable to cancel my order.

  Business response

  06/12/2024

  Hi *****,

  ***** over at Casper HQ here. Thank you for reaching out.

  We apologize for any inconvenience caused by the discrepancy between the shipping timeframe mentioned online and the delay you experienced with your shipment.

  Unfortunately, due to higher than expected orders, there was a temporary delay in our shipping process.

  I see the mattress was delivered on 6/10.

  I've passed this feedback over to our team to review.

  If there is anything else we can help you with, please don't hesitate to reach out.

  Warm regards,
  **************
  Casper Inc
  ************
  

   

  Customer response

  06/18/2024

  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:

  While I have now recieved the mattress, this reply didn't cover the multiple rounds of false delivery dates and the provided experience. 

   

   

   

   

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

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

  Business response

  06/24/2024

  Hi *****,
  
  Thank you for reaching out and making us aware of your previous experience reaching out to BBB. We apologize for any issues that have gone unaddressed with our support team. 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

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress from this company in March of 2020. They advertise a 10 year warranty on their mattresses and this is what led us to purchase one from them.Just over 4 years later the mattress is sagging and causing pain. I reached out to their warranty department and was told to essentially go away. They claim that a box spring or slats are an inappropriate foundation and therefore the warranty claim was denied - at no point did they claim that the mattress is not sagging or is not defective. Their website states the warranty will not cover:"Damage due to use with an inappropriate foundation. The mattress must not be placed directly on the floor and must use a proper, raised frame which provide supports along the entire bottom surface of the mattress with no gaps larger than 3 inches."At no time was the bed on an inappropriate foundation, nor was the definition of an "inappropriate foundation " communicated at the time of purchase. We bought this bed from a Casper store and were told a box spring is fine, as are slats as long as they are less than 3 inches apart. This is terrible customer service, and their purported warranty is a fraud. They have essentially left an inappropriate foundation intentionally vauge so they can, on a whim, deny any warranty claim.

  Customer response

  06/03/2024

  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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased our Casper mattress California King **** -November 2016. January 12, 2024 I woke up with several incredibly itchy mosquito bite like bumps on my arms. I shrugged it off thinking it was stress hives, but then a few weeks later my husband wakes up with a swollen ear and it was oozing liquid on his ear lobe, he went to urgent care. ****** care suspected it was impetigo and gave him antibiotics. 2 weeks passes by and it returns. He goes back to the same doctor and they cant believe it came back but they give him a stronger antibiotic. I start waking up with more bumps on my knees and toes and arms, head etc. I go to my doctor and he thinks it could be flea or bed bug bites so we hire a pest control company to search our house only to find absolutely nothing. I met with one of my clients who is a doctor and she took a look at the tons of pictures of our skin and she said that its contact dermatitis and to go check our mattress again. I got home, checked our mattress with a flashlight and found fiberglass everywhere on our Casper Mattress. It was all over our floor, curtains, clothes, everything. We had never opened the mattress cover and it was just leaking out of our cover. Casper also has a tag on the original mattress that does state though that the cover CAN be removed if needed to wash. That does not make sense since fiberglass is everywhere. When we had to move this bed into a mattress bag to remove it from our home I inhaled it and lost my voice for 3 days. Anything porous in my home now has fiberglass on it from us trekking it through our home and further contaminating everything. This has affected me my husband and our 5 year old as she sleeps in our bed with us at times. This has been mentally draining on us as my husband and I have not slept in our room in a month as we are without a bed. We are sleeping on twin mattresses in our living room right now and have had to throw so many of our items away because of this!

  Business response

  04/03/2024

  Hello ******,

  Thank you so much for making us aware of this situation and we apologize for this experience. We take matters like this very seriously and want to make sure you are in touch with the correct team at Casper to get this resolved for you. We have looked into your information and have had our Customer Experience Supervisor reach out via email to set up a call to further discuss next steps for resolution. It looks like you have provided quite a bit of documentation of the issue already so thank you so much for taking the time to do that. Our Supervisor will walk you through the next steps to make sure this is appropriately addressed. Please let him know of any additional questions or concerns that you may have. We really appreciate your patience and look forward to you making contact with our Supervisor so this issue can be addressed and resolved.

  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. ↩