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:07/28/2023

  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.

  On 3/12/2021 we purchased a California King *** from Casper with order #**********. One of the parts that connects the *** frame to the headboard was broken, so on 3/23/2021 we contacted Casper support for assistance. On 3/29/2021 Casper support said that they would sent a replacement part. The part never arrived.While the *** is assembled, the headboard is wobbly and has never been stable.We contacted Casper support on 7/11/2021 and 7/20/2021 letting them know that the part never arrived. They never responded to either inquiry.The headboard remains wobbly and we would like to have it be functional. On 7/16/2023 we reached out again to Casper support asking them to please provide a replacement part. On 7/21/2023 Casper replied and indicated that it was too late for them to provide a repair. We feel that this is unethical of Casper to avoid sending the necessary parts or responding to our repair request when we raised it in a timely manner. We request that they provide the part to bring our *** to a functional state, or provide a new headboard.

  Business Response

  Date: 08/01/2023

  Hi ****,

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

  First and foremost, I am so sorry to hear about the issues you're experiencing with your headboard.

  I've escalated this case to a Supervisor who will be reaching out in case: ********

  If you have any additional questions or concerns, please don't hesitate to reach out.

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

  Customer Answer

  Date: 08/02/2023

  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. This is contingent on receiving the necessary parts to stabilize our headboard.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/25/2023

  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.

  My old mattress finally gave out. I ordered a mattress + accessories from Casper. Ended up returning them since a competitor was able to deliver their mattress + accessories first.To initiate a return, you must contact Casper and have them start the return process. They will schedule a pickup with *** who will come to your house to retrieve the items. They did this for me and all was well.A couple days later I received a partial refund. This was for the accessories. Some days pass and I haven't received the refund for the mattress.Upon contacting the Merchant Casper, they told me the package had been experiencing some delays and it should be delivered momentarily. Weeks passed and after contacting the merchant, I was told they did not receive my returned items and would not longer conduct business with me.

  Business Response

  Date: 07/25/2023

  Hi *****,
  
  ***** over at Casper HQ here. Thank you for flagging this issue.

  Unfortunately, we never received your mattress return as it was re-routed to *************.

  This order was flagged for fraud in our system. With that said, you can try to dispute the purchase with your bank or creditor at this time.

  If you have any other questions, please don't hesitate to reach out.

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

• Initial Complaint

  Date:07/11/2023

  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 and it was delivered on 2019-09-20, which I started to used immediately. The mattress was used on a wooden frame and rotated approximately every six months. In late 2020 I started to wake up with severe back pain which is was only remedied by sleeping on a different bed. I filed a warranty claim on 2023-04-17 which well within the warranty period of 10 years. After several emails they determined the mattress was sagging due to lack of support which I very much disagree with. The mattress is on a wooden frame that was very solid. I even sent pictures of myself (200lbs) standing on the wooden bed from showing how solid it is. The company has not responded to any emails since May 10th.I would like either a replacement mattress or a refund.

  Business Response

  Date: 07/14/2023

  Hi ******,

  ***** over at Casper HQ here. Thank you for flagging this issue.

  I am sorry to hear about the issues with the mattress and lack of update from our CX team

  I've escalated this case to our Supervisory team who will be reaching out in case: ********

  Please don't hesitate to reach out with any other questions

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

• Initial Complaint

  Date:07/06/2023

  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 am writing this formal complaint to seek your assistance in resolving a significant issue I have encountered with Casper, an online retailer. Despite my repeated attempts to contact their customer service, I have not received any satisfactory resolution or assistance regarding my undelivered items.On June 22nd, 2023, I placed an order with Casper for new bedding. According to the tracking information provided by Casper, the items were marked as delivered on June 26th, 2023. However, I have not received the items as stated.In an effort to locate the items, I thoroughly checked my porch and reached out to my neighbors to inquire if they had received any packages on my behalf. Unfortunately, my efforts were in vain, and I have been left without the items I ordered and paid for.Furthermore, my attempts to contact Casper's customer service have proven to be unfruitful. I have made multiple phone calls and sent several emails to their designated customer service channels, but I have not received any helpful or satisfactory responses. Their lack of responsiveness and assistance has left me feeling frustrated and dissatisfied as a customer.Considering the circumstances, I kindly request your intervention to resolve this issue promptly. At this point, I believe a refund is the most appropriate solution. I expect Casper to reimburse the full amount I paid for the undelivered items. Additionally, I request an explanation for the lack of communication and assistance from their customer service team.Enclosed with this complaint are copies of my order confirmation, tracking information, and any relevant communication between Casper and myself.I greatly appreciate your attention to this matter and look forward to a prompt resolution. If you require any further information or documentation, please do not hesitate to contact me at the provided contact details.Thank you for your assistance.Sincerely,*******************

  Business Response

  Date: 07/06/2023

  Hi ****,

  ***** over at Casper HQ here. Thank you for reaching out and flagging this issue.

  I am sorry to hear about the issues you've experienced with your delivery.

  I've escalated this case to a Supervisor who will be reaching out in case ********

  Please don't hesitate to reach out with any other questions

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

• Initial Complaint

  Date:06/12/2023

  Type:Sales and Advertising 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 placed an order last night through the company for $145.68, and I need a refund. Right after I placed the order, I realized that it had both the wrong shipping and billing addresses listed. Their phone help line was closed at the time, so I emailed customer support and told them I need to cancel the order because of the wrong address for both billing and shipping, and I received an email back said they had received it.This morning, I contacted Casper by phone and then received an email from ****** saying that he understood the item had to be cancelled due to the wrong billing and shipping information, and that shipping was cancelled and it had been placed back in their inventory. ****** also stated that once the item had been put back into their inventory, I would receive a refund in 3-5 business days back to my original form of payment. Then I received an email from another Casper representative, *******, saying that they wouldn't cancel my order because they decided to ship it anyway and only *** could be contacted once it was out for delivery, and then it had to be sent back to the warehouse, where they had to look into a refund.I don't think this is right. I literally spoke and wrote to them, and instead of processing a return, they decided to knowingly ship it out with the wrong billing and shipping information and blame it on ***. I've had similar issues in the past and this is the first time it's been an issue. I just want a refund. They've sent the item now out to the wrong address with my name and I'm no longer getting the item, but I'm still paying for others to receive it. This isn't ethical at all.

  Business Response

  Date: 06/13/2023

  Hi *******,

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

  I am so sorry to hear about the issues you're experiencing with your order.

  I've looked into this case, and have confirmed a full refund has been processed.

  This should be reflected in your account in 2-4 business days.

  If you have any other questions, please don't hesitate to reach out.

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

• Initial Complaint

  Date:06/05/2023

  Type:Delivery 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 ordered a mattress, bed frame, sheets, 2 pillows, comforter and mattress protector from this company 5/9/2023. I received all of my small items at my home on 5/12/2023, and my mattress arrived at the delivery facility on 5/12/2023. My bed frame was scheduled to arrive at the delivery facility the mattress is at on 5/17/2023 and it never arrived so I inquired with Casper about this issue and eventually was told that it was lost in transportation, that they would send a new one and it was scheduled to arrive 5/31/2023. The second bed frame is still unaccounted for and Ive also spoke to the delivery facility and they do not have it. I spoke to Casper sleep on 6/2 and I was told they arent capable of handling this type of problem I need to speak to somebody else. Nobody will ever call me or email me back like they say they will do. I am essentially out of thousands of dollars because they are refusing to deliver my mattress and bed frame or answer why my bed frame allegedly keeps going missing

  Business Response

  Date: 06/05/2023

  Hi ******,
  
  ***** over at Casper HQ Here. Thank you for reaching out.
  
  I am so sorry to hear about the delivery issues youre experiencing with both Casper & RXO.
  
  Ive escalated this case internally, and a Supervisor will be reaching out in case: ********
  

  If you have any other questions, please dont hesitate to reach out
  
  Warm regards,
  **************
  Casper Inc
  ************

• Initial Complaint

  Date:05/30/2023

  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.

  Date of purchase 3/26/23 Requested return pickup of mattress so I could order correct size 4/24/23 (30day waiting period)I have called and emailed 5 times No calls from Sharetown to pick up mattress. Very disappointed the service to get this task completed. Today is 5/30 and Sharetown/Casper has yet to initiate the pick of the mattress we need to exchange

  Business Response

  Date: 05/30/2023

  Hi ****,
  
  ***** over at Casper HQ Here. Thank you for reaching out.
  
  I am so sorry to hear about the issues youre having with the exchange.
  
  Ive gone ahead and escalated this case, and a Supervisor will be reaching out ********
  
  Please dont hesitate to reach out with any other questions
  
  
  Warm regards,
  **************
  Casper Inc
  ************

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising 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.

  CASPER ADVERTISED AND IN PERSON ALONG WITH ONLINE CHAT TOLD ME THE MATTRESS I PURCHASED DID NOT CONTAIN FIBERGLASS. AN ONLINE REP CONFIRMED MY MATTRESS HAS FIBERGLASS. I WAS LIED TO AND CONNED INTO A PURCHASE THAT THEY KNOWINGLY LIED AND SOLD ME A FIBERGLASS MATTRESS. IM UNHAPPY AND I WANT A RESOLUTION.

  Business Response

  Date: 05/30/2023

  Hi ****,

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

  I am so sorry to hear about the issues you're experiencing with your mattress.

  I've gone ahead and escalated this case, and a Supervisor will be reaching out in case: ********

  Please don't hesitate to reach out with any other questions

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

  Customer Answer

  Date: 06/02/2023

  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 attached a photo of the mattress tags where it says clearly that the cover is removable for washing (located on the care instructions tag). Online chat rep two different ones explicitly said NOT to to remove the cover as it is potentially dangerous and could cause a fiberglass leak. Now that I have made it to a point of escalation, I have been met with multiple claims the mattress is safe, but dont take the cover off. The care tag on the mattress states the cover is removable. This is my issue and no one made any mention of a remedy. I will only accept a mattress without fiberglass or a refund w/ return of mattress or a partial refund and keep item so I can sell on my own. I feel I am being reasonable as the company is not being honest, and falsely advertised their mattress to me. The mattress care tag showing it the cover is removable and now the reps clearly stating it is not safe to remove is all the proof needed to support my claim here. Please advise whether you will be replacing or refunding me.

   

   

   

   

   

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

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

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Casper Sleep Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:05/12/2023

  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.

  Hello Casper My name is **************************I waiting for my refund long time. It's an adjustable base. So here is I think what happened. When I received the return label, I automatically assumed it is for both (package 1 and package 2), so I printed it out, and attached is the label for both packages. I mean package 1 inside was The Down Duvet, Sheet set, Foam pillow, etc, and package 2 was the Adjustable base. Since I didn't know it was a *** pick-up order, I dropped it off at the *** store. But when it is delivered to your warehouse, it might be scanned as 1 package instead 2 packages. Do you understand what I am trying to say in this email?I personally search the warehouse as a request manager twice.I thought your warehouse had my package 1 and received it, and I think I received an Adjustable base as well. because these 2 packages have the same return label. I have contacted support agents many times regarding this problem. They don't search their warehouses at all. What do I do?Please solve this problem quickly and honestly.Thank you

  Business Response

  Date: 05/15/2023

  Hi ********

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

  I am sorry to hear about the issues you're experiencing with your return/refund.

  I've gone ahead and escalated this case to a Supervisor, who will be reaching out in case ********

  If there are any other questions, please don't hesitate to reach out

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

• Initial Complaint

  Date:05/03/2023

  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.

  Absolute nightmare to return a mattress, the company never shows up after 3 appointments and Casper doesn't care they just want to make it as complicated as possible so they can steal your money. Been trying for over 40 days to return this mattress now.This purchase has been a disaster from start to end. First, they billed the same $1800 mattress FIVE TIMES on my credit card, completely exceeding my limit and triggering a grocery delivery cancelation for the next day due to the limit being exceeded.I asked to return a mattress only 30 days after receiving it, so well under the 100 days period. Casper asked to schedule a pickup with RXO and this is where the nightmare begins. First, RXO sends a broken email asking to click the button to schedule a pickup, but there is NO link with the button. See on the screenshot, there is a text saying "Button not working? Go to trackrxo.com" lol try going to this site by yourself, the domain is disabled! This is done on purpose.Pickup attempt #1 with RXO: Canceled after waiting all day, RXO pretend "broken equipment"Pickup attempt #2 with RXO: Rescheduled on April 24, we wait all day at home and nobody shows up Pickup attempt #3 with RXO: Rescheduled for May 1st, again nobody show up I have re-contacted Casper again after 3 failed pickup attempts, I even proposed an alternative method of returning the mattress as I had a friend donate it to charity and provide a receipt. But then Casper just proceeded to ghost me, stop answering all emails, steal my money, and run.I'm telling all my friends and family to never ever order anything from Casper. This is my last attempt to find a solution before I file a chargeback claim with MasterCard as I have done more than enough reasonable attempts to solve this problem. Casper Order *********

  Business Response

  Date: 05/03/2023

  HI ********,

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

  I am so sorry to hear about the issues with the return of your mattress.

  I've gone ahead and escalated this case, and a Supervisor will be reaching out via case ********

  Please don't hesitate to reach out with any questions.

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

  Customer Answer

  Date: 05/04/2023

  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,
  
  *****************************