Customer ReviewsforCasper Sleep Inc.

Truly terrible warranty process. They alternate between gaslighting, and asking for new pictures with slightly different angles to discourage proper follow-up. Wouldn't be surprised if there were enough folks out there for a class action.

I spent a lot of money on the Nova, a mattress that I found was discontinued. I had my bed in storage for over a year as I relocated to a new city and struggled to find housing. When I did move in to my place in early May of this year, a very large lump had developed in the middle of the bed. This made it impossible to sleep on, barely possible to put on a mattress cover. After exchanging emails and being fully compliant with the quality assurance team, I was left in limbo for an entire month. Then ******** responded to my follow-up email requesting that we start the entire process over again. I am an educator who is on summer break from working at an alternative school. Being fresh OUT of a housing insecurity situation, I would like to sleep comfortably in my bedroom, not fighting my dog for the couch in the living room. The only reason I'm not filling a claim on BBB is because Casper's approach to this problem has been so disgusting, I don't even want them to replace my mattress anymore. Besides that, the pillows I ordered with the bed have also become distorted in shape. I ordered a better mattress from a different company so that I can sleep in peace for the last 2 weeks of my vacation. Casper is deceptive and condescending. Do not continue to support these people.

I purchased a Casper Original ******************** about two years ago upon testing one in a store and finding it was the most comfortable mattress I had ever tested. I had high hopes, but upon moving from our apartment to our new house last week, we had to bend our mattress ever so slightly to fit it through our doorways. Other than that, we followed their official guide on how to move a mattress. Upon going to sleep the first night after the move, we found there was a large lump across the mattress. I do not expect this type of low quality behavior from a mattress that I spent almost $2000 on. I contacted the Casper warranty department, and let them know that I had moved it according to their official guide, but they refused to honor the warranty. Any high-quality mattress should be able to withstand moving from an apartment to a house, and I do not understand why the Casper did not. I am now looking into how to repair the mattress myself, as we are not going to throw away a $2000 mattress. The only resolution here would be to receive a full replacement from Casper however it seems they are not willing to do that. I do not recommend anyone purchase a Casper mattress who intends to move it after the initial opening of the box.

No reply to emails. Sent a few email to support but no reply.

Deceptive Return Policy and ********************** I have tried to return the mattress I bought from them. The mattress felt great but was extremely hot. I've sent three emails requesting a return. I got one response (a ticket number) but nothing about the procedure for sending it back. Their 100 day trial is actually only 30 days for a full refund, after 30 days they prorate the refund.

Foam inside dog bed should be covered with water/moisture repellent fabricit isnt. My dog vomits occasionally in the bed, which then is absorbed through the outer layer and sucked up by the foam.Its impossible to clean foam which causes the bed to stink even if you wash the outer layer.Casper would not stand behind this issue which is a flaw in the bed.

These mattresses are highly toxic. Despite purchasing one of their "fiberglass-free" mattresses, the Wave Hybrid Snow (for nearly $4000), I was left with a mattress that leeches a sparkly substance onto anything it touches. The "snow" material seems to be breaking down and leeching through the mattress cover and all over my textiles. Mattress was bagged (treated as toxic) and removed, and all indication of this substance has since ceased. Casper determined it is not their problem, and refuse to be of any assistance. They did not even allow me to send the mattress back to them so they could see it. They are poisoning their customers, contaminating their homes, and they don't even care.

Fraud, upsold me to a higher tier mattress base after telling me that the one I wanted would be on back order until April. I was charged over $300 more and then got an email that the upgraded base would also not be available for order on the dates I paid for. I spoke with ******* at the cooperate customer service number who struggled to communicate in English and was unable to even attempt to connect me with someone that could actually help or take responsibility for lies I was told. I then called the store directly where I purchased the mattress in ********* **** and spoke with **** the assistant manager who told me the store manager was out sick and would not be able to respond for over a week. Between the strore itself and cooperate, it is very clear that no one at Casper is accountable for what their sales reps are telling customers and for what is being promised before $3,500-$4,000 charges are being placed on our credit card. I am currently in the process with my lawyers of finding the rest of the customers that have been defrauded as ******* mentioned there were thousands of others now dealing with this same issue and they did not currently have a way to address fixing these issues for their customers that they lied to. I will be continuing to do whatever I have to regardless of how long it takes to make sure other customers that were lied to are aware of this issue and the lack of accountability that Casper is taking.

I ordered a Wave Hybrid ******************* and Adjustable Base *** on 11/9/23. I chose white glove delivery. I received a text on 11/14 asking me to schedule the delivery. I did not. The next day I received a text stating my delivery was confirmed for 11/16. I called the the delivery company (***) and told them I was not available. *** said they could not change the delivery and I needed to call Casper. I called and spoke with an employee at ******************* Casper store where I made the purchase. I was told to call Casper Support. I called Casper Support after work. The person I spoke to said they would contact ***. That evening I emailed Casper Support and ***. The next day I received an email from *** informing me the delivery could not be canceled. I was instructed to decline the deliver and to ask to reschedule. I did not receive a call. I emailed *** on 11/21 and 11/22. I received a reply on 11/23. Apparently, the delivery team said I had canceled the order. I emailed stating I wanted the items. I scheduled delivery for 12/5. I emailed on 12/4, as I had not been provided with a 4-hour delivery window. *** replied that the delivery would not happen. They provided no explanation or apology. I eventually learned *** misplaced my order. *** located my items on 12/7. They scheduled delivery for the next day (12/8) without checking with me. My mother was able to rearrange her schedule to be there. They cancelled the delivery at 12:35 pm on the scheduled day. I called Casper Support. They refunded the delivery fee. I was given a window for delivery on 12/9. The *** team arrived within the window and assembled the bed but could not get the adjustable base to work. I emailed Casper Support. I was provided with a list of instructions to troubleshoot the problem myself. I insisted they send someone to fix it. *** is scheduled to come on 12/14. They are not bringing a replacement. If it is truly broken they will have to come back yet again.

They have misleading marketing for their products and their return policies.