Casper Sleep
Reviews and Complaints

I ordered my King Hybrid mattress / flatform at Casper store in Scottsdale Mall, AZ on 3/16. Over 2 weeks later still NO delivery, so I canceled it, with emails go back and forward with Manny / Keyon. Finally they refunded a little over $5k back to my c/c acct. today 5/29 after over 2 months of emotional stress with Casper customer service. This's NOT how we do biz here in USA Mr. CEO Philip K, I would never buy anything from your company again! Worst service from Casper ever. BUYERS BEWARE! They take your $$ is EZ but if you want a refund them then you go thru *** to get it back. I would give them NO STAR if I can...

I have a Casper glow light and am extremely unimpressed with it! This product lasts about one year at best if used regularly. I complained about the product when my charger stopped working and was told by a Casper rep that this is a known issue with the light. They said they would send a replacement charger but this ended up being a huge hassle that involved MANY MANY emails & phone calls to Casper. The replacement charger took more than 4 months to arrive due to customer service issues including the request for the replacement not being submitted and the product being shipped to the wrong person. Avoid this light and other Casper products as the customer service is abysmal.

It is 17 days since I ordered the mattress, foundation and cover (all costing over $3,000). I received an email from them saying all items would be shipped within 2-10 days to a company called *** who will call me to schedule the delivery. Instead, the foundation and cover dropped at my door when I was not home. I have called and emailed them again and again to find out where the mattress is. I finally reached someone who told me they were very backed up and would take at least 15 days to leave the warehouse. I asked to have a supervisor call me and she said she would put me in the queue to get help. That was 5 days ago. Still no call and no mattress. I have completely lost faith in them as a company and obviously not trustworthy. I am canceling it now.

Most atrocious customer service I've ever had to deal with. I bought a sheet set almost two weeks ago. They indicated it was "ready to ship" for 10 days. When I asked them if there was an issue, they apologized and got me a shipping date and tracking number. Then I got an email a couple of days later saying they were out of stock in the color I wanted, even though it was clearly in stock when I bought it and for days after that. They asked me to reply to the email if I wanted a refund. No surprise, it was a no reply email address marked as reply mail. I'm honestly baffled at how much they were able to screw everything up in such a short amount of time. I don't normally write reviews, but this was such an awful experience that I don't want anyone else to have to experience the same.

I ordered a dog bed on August 31st. I was charged immediately and had the money taken out from my bank account. I got no notification that the beds are "backordered" and it did not state on their website that the beds are backordered or that they would be taking longer than usual. I sent an email to customer service and got a response that it would ship out on September 18th, almost 3 weeks after ordering the bed AND being charged. No explanation that it was backordered or why it would be taking 3 weeks or why I wasn't notified. I sent two follow-up emails and got no response. I had to go out and buy another dog bed in the meantime while waiting for this one to ship. It seems extremely sketchy that I would be charged 3 weeks before a product was set to ship with absolutely no explanation or notification that the item was even backordered.

First off I'll say I'm an easy going guy and I don't write reviews for anything, EVER! I ordered a king mattress in January and thats pretty much when the headaches started. After only a few short months it started sinking so I reached out to casper. It took over 5 weeks to receive the replacement and when I finally go it, it was a completely different mattress. the new mattress is So soft that it feels like were sleeping on the slats of our very nice bed frame. Now the terrible customer service from casper, who have been somewhat unresponsive paired with AWFUL throughout the entire time won't give us a refund, they won't upgrade us, and they even went so far as to tell me to "try the mattress on the floor to see if thats better". Like I said I'm not one to write a review but this is absolutely ridiculous, they are the worst company I have ever had to deal with and its especially appalling because they are selling beds, which as we all know are pretty important for the health and well being of humans. if I could I would give 0 stars!

Horrible experience. In the process of having to dispute with *** in order to get any resolution. Two items were defective and asked for a simple exchange. Received the run-around in chat, in email, and online through site. Always navigated to return through site, but then it states item is ineligible and you are unable to return through site. Items purchased were most definitely not ineligible to return and fell under holiday return policy according to site - January . Plus, they were defective. Forced to deal with customer service who does not communicate, certainly does not provide any resolution; auto-cycle with chat that gets you nowhere, or finally can chat with someone who then tells you they no nothing about returns. This is insane for an online business. I've been dealing with what should have been a hassle-free, simple return (according to their policy stated on site) since 7 days ago and still going with no communication. It's unacceptable, I will be demanding a full refund on items, and will be taking my business elsewhere. I can only hope to get my money back on items. Bad job, Casper. Bad, bad, bad.

As many of the reviewers have said, I am also a very relaxed person and usually do not write anything negative. HOWEVER, with that said, my experience with Casper was horrible and the only positive is that my boyfriend and I like the mattress. God forbid we didn't and I would have to interact with their horrendous customer service team again. I placed an order on 8/5. At the beginning of SEPTEMBER I had still not received information about the order. I was told that *** had the bed but not the frame and that the delivery could not be scheduled until all the pieces were at the delivery location. I completely understand that. I was told that the the frame would be coming within in the week. I was not notified that anything was backordered at the time of my order. After calling multiple times with no resolution, I yet called again and was told that they had reached out to ***. But could I also? WOW. I received the order on 9/18. It turns out that the foundation that I purchased is not needed for the frame that I also purchased. There would be no way to know this based on the website. *** delivery said, "they didn't know what to do" and left it on my patio. I then had to reach out three separate times to get anyone to schedule to pick it up. I also had to contact twice to ensure that the refund was credited to my account and the discount for the inconvenience was also credited to my account. All of this just happened yesterday so that I can be done with this company now. I can't believe how hard this company makes customers work in order to get the things that they ordered. If you are spending several thousand dollars, I would think that their customer service would be fan I would never recommend this company to anyone looking to buy a bed.

Without an ounce of hyperbole, I have never experienced worse customer service in my life than with Casper. I ordered a mattress and foundation to be delivered Thursday, February 27, and following the tracking. I received notice the delivery was made, and put into effect my arrangements to have my mattress and box spring removed in order to put the Casper foundation and mattress in place. When I arrived home, however, only the mattress was delivered. I called Casper and was told by a customer service agent that I myself asked that the foundation be placed on hold and delivered on Friday. I certainly did no such thing, for what use is the bed without its foundation? A second customer service agent said the foundation was on the *** truck and would be delivered by 8 p.m., and promised to call after that time to ensure it had been delivered; it was not delivered, nor did I receive a call. I then spoke with a supervisor who apologized and explained there was nothing she could do to assist me. I expressed my appreciation for the apology, and explained that when I make a mistake, I apologize and take every measure possible to make the situation better. She refused to do anything. When I suggested she comp the sales price of the foundation (for which I paid a reduced $198.00), her response was that I'd already gotten a good deal on it, and she couldn't do anything else. I called again this morning, and was told "all supervisors are in a meeting and cannot be disturbed," and was told to send an e-mail; I sent the e-mail and have yet to receive a response. My next course is to order a mattress and foundation from the No. 1 provider of online mattresses and have Casper send someone to collect its mattress and, should it ever arrive, the foundation. I hope no one else buys anything from this company.

I have received the WORST customer service from Casper. I ordered a queen sized mattress. When I unpacked the mattress it looked small but I gave it a day to fully expand. I measured the mattress the next day and it was actually a full size mattress not a queen. I spoke with a woman over the phone who apologized for the issue and ordered me a queen size mattress and sent me a new one. Then I had to deal with the old mattress that was incorrect. They said they would send someone to pick up the old mattress in a few days and gave me a time frame for when to be there. No one ever showed up. I waited 4 hours for the old mattress to be picked up before someone reached out to me and told me they couldn't make it during that time frame and expected me to wait 8 more hours! Then another day the new mattress was supposed to come and that never showed up. I waited around all day for this mattress and nothing. I wrote a customer complaint on casper site after 11 pm at night and then 5 minutes later they conveniently texted me to say it would arrive the next business day. Coincidence? I think not. What company texts at almost midnight to tell you your package you waited around for all day is delayed. The new mattress finally came and it is still not measuring 60x80x11 like it is supposed to. I've now called Casper customer service maybe 4 or 5 times trying to talk to a supervisor to resolve this and no one ever calls me back. I still have the old mattress in my apartment and now I have another mattress in the apartment that isn't what it is supposed to be either. I've had to make so many accommodations for these mattresses and I have wasted so much time and still I can't receive the correct product I ordered. The whole process is absolutely unprofessional and infuriating. I am questioning the quality of their products and if they even value their customers. The whole point appeal of ordering a mattress in a box is to make life easier as it is supposed to be more convenient. This experience has been absolutely terrible.

I am a disabled veteran. I purchased a mattress, foundation, and support rack from Casper Sleep Store in Huntington Station, NY on March 18. I was encouraged to purchase an additional in-home-care package for installing the set and removal of the old mattress and boxspring as well. I specified that I will need to have the installing service bring all of the items with them and bring them into the house in preparation for installation. I was told at the store that they will do that. I asked for the specific date of delivery and also the date of installation but was told by the salesman that I will get that information in an eMail in an hour. What happened after is that I received an email on March 19 informing me that I needed to be ready for a service call on March 19 and to confirm with the service company that I have accepted the date. I called the service company (a 3rd party vendor), and cautioned them that I cannot set up a service date until I get a delivery date (from ***). They agreed and placed the service call on hold. I also discovered that the service company does not deliver any of the mattress and accessories or foundation. They referred me to the transport company for that (***).. I then get another eMail on March 20 instructing me to contact the service company to set up a service call again. Again, I called the service company to place the service call on hold. I also spoke to the manager at the Casper Store and related my experience so far. He informed me that the service company should not be emailing me at this time and said there was some kind of mix-up. He did not offer to fix the problem. He said to wait until I get the delivery before I call the service company for installation. He also informed me that *** will carry the merchandise into my home if I make the request. That is not true. *** has safety and security protocols that prevent their people from entering the home. The manager could not give me any specific timetable for the delivery to occur nor could he let me know how long after notification, will the service company arrive. The manager then rudely said that he cannot help me with my issues. He offered to cancel my order if I do not accept Casper's delivery and installation process as communicated by him. With no assistance or accommodation from the company for my need as a disabled veteran, I will cancel my order.

Abysmal customer service and scam-like practices! I am writing this review to warn people and to express how disappointed and shocked I am by how bad my experience trying to order a mattress from Casper was. With the memorial day mattress sales in full swing, I was excited to try a Casper Mattress for the first time. I recently bought a new house that I plan on putting up as a vacation rental property, and with 5 bedrooms to furnish, I was going to need some mattresses. I purchased a king-size Original Hybrid mattress from their site and figured I'd gauge how much I like the mattress before ordering the other 4 that I need. I didn't think that I wouldn't get a chance to actually touch the mattress because it was never shipped, and instead, I had to gauge my satisfaction by the abysmally horrible customer service I received along the way. First, there is no mention on the site at all that the mattress I ordered had any sort of delay or backorder associated with it. The site says it usually ships in 1 - 2 business days. By the 5th business day, I tried their chat feature on the website which isn't really a "chat" unless you haven't actually purchased something from Casper yet. I entered the required info into the chat and then the site closed it out with no explanation. No mention that the chat couldn't be used for that, or that someone would help me, it just closes out. I did get a ticket request to my email address which was never addressed and never responded to, so I guess at least there was that. I found out a day or two later that the actual chat is only reserved for those who might still be considering ordering. Not people whose money they've already taken. When I got someone on the chat by saying I had questions about the products, they basically just said they couldn't help me at all. On that same day, when I couldn't get someone on the chat feature, I called the customer service line. After having to wait on hold, I finally got someone. She told me that the mattress I ordered was on backorder (again no one and nothing found it important to mention that to me prior), "BUT GOOD NEWS"! She told me Casper had just gotten some in on Wednesday (6/2), and that my order should ship in the next couple of days. I reiterated "So my order should be in that new shipment you got?" "Yes," she assured me. She then told me, that she would send me an email explaining what we talked about and the solution, and that she would also send me a follow-up email when she had more information. I never received an initial email, let alone a follow-up. No contact whatsoever after that. 2 days come and go, and still nothing from Casper. No emails, no explanation, no update. Nothing. So today, I called Casper's customer service line again. After waiting on hold for another 20 minutes, I get a representative whose occupied with her kid, and clearly only giving me half of her attention. I told her the situation and she talked nicely at me without actually giving me any information of substance. She kindly told me there's nothing she could do and no info she could provide and that she would have to escalate it to someone above her and that it would take ANOTHER 2 - 3 days before someone might actually think of maybe being able to possibly ship my order or help me. She did feed me the same line as the previous rep saying she'd send me an email to explain our conversation. The email I never previously received. I was fed up and instead asked her to cancel my order. She did it nonchalantly with seemingly no interest or care at all about my experience with the company and no sign that she had any interest or care in remedying the situation. I've thought about this, and truly don't say it lightly. This was quite possibly the worst customer service experience I've ever had with any major online retailer. Their site says Casper "won an award" for customer service. I'm not sure how my experience ended up so dramatically different from those who thought Casper deserved that award. I'm now waiting on a refund to my card. With more vacation rental properties planned in my future, I'm very disappointed that Casper and I couldn't have had a better relationship.

We have bought a mattress a couple of years back, which recently broke as one side of the bed started to cause significant back pain whenever anyone would sleep on the side.That was the beginning of a multi month journey to a) get the broken mattress replaced after providing imagery to Casper; b) getting a replacement shipped during a time nobody was home and explicitly asked to not ship it in the moment; c) to find that the new mattress (a different model from ours) being even worse, causing my wife and I both to have severe back pain after any night we sleep on it, to a degree where we are now sleeping on the couch and air mattress instead. There even is a visible dent in the mattress roughly from where the pain is coming from.Ever since since the original replacement, Casper has gone into silent mode or just delaying any answer further and further with no resolution in sight. I attached images of our communication history with Casper for the months as well as images of the mattress that we submitted (per ask from Casper). Everything is running under order # *** Given the pain this has caused so far; the discomfort being forced to sleep on an air mattress instead of our several thousand dollar mattress while Casper doesn't seem to care to even respond has gotten us to a point where we just want to end the Casper chapter for us and move on.

ORDER # *** To who it may concern, My partner and I ordered the above mattress, foundation, frame and cover on 11//20. Yesterday we received notification that the order was delivered so we removed our old mattress and box spring and went to pick up the casper order. What we found was that only mattress and frame shipped. I spent 45 minutes on the phone with Jasmine in your call center explaining my position. I have nothing to sleep on because you backordered the foundation and DID NOT LET ME KNOW. Leaving us with nowhere to go. The best I could achieve was a $125 discount from Casper from Jasmine. All I really needed was my order delivered sooner. Sometimes money does not solve problems and thus I?m writing this email. I find your business practice of taking an order and then arbitrarily back ordering an item without informing the customer appalling. You are not selling toys. You are selling a place for people to sleep. People make plans around their beds and trust the company they order from to deliver or disclose when there is a problem. You do neither. Quick to take the order but leaving the customer out in the cold. Your agents are powerless to escalate things where there is a real problem. I hope this will encourage an appropriate response based on the position you have put me in facing a stay in a hotel until you deliver on your promise!

Casper Sleep advertises a 100-night trial for all mattress purchases. As part of the shopping experience, they also suggest purchasing a base for the mattresses. We purchased two mattresses along with two adjustable bases with the advertised belief we would be able to try out the mattresses for 100 nights. Their refund policy, however, is different for the mattresses and the bases. While the mattresses should be kept for 30 days prior to requesting a return, a return of the base must be requested within 30 days. This IS explained on their website if looking closely, but it is not made adequately clear that purchasing a base negates the 100-night trial. We believe this to be false advertising as it is impossible to test the mattresses for 100 nights unless the customer returns the base and lays the mattresses on the floor for the remainder of their trial period (or purchases another base to use). One of the two bases we received had broken pieces which was reported to Casper on the date of delivery, without any resolution (as they do not offer any in-home options for repair). No resolution was offered for the damaged product. We requested the full return of the mattresses and bases 31 days after delivery and were denied return of the bases, even after reminding them it was delivered damaged and appealing to the conflicting return policies that apply only partially to the entire bedding system.

Casper has a 100-day trial of their mattresses ordered from their website. I recently ordered the Casper Hybrid Wave (within 30 days ago) and did not like the mattress because it's too firm for me. Last Thursday, I contacted Casper to start the refund process. I was told that a logistics partner would come this previous Monday to pick up the mattress. After we had a no show, we called Casper to confirm the return, and the customer service representative told me that "[o]ur partner never confirmed the pickup with us." I was never notified by Casper that the pick up company would not come and my wife stayed home all day to be present for the pick-up. She re-scheduled the pickup for today (Tuesday) and again their partner did not come. We were then told that none of their partners were able to fulfill the pickup. While it's a major inconvenience to stay waiting around to allow to someone to pick up the mattress, the largest issue is that Casper claims they cannot refund us the $2800 we spent on the mattress until they "receive a receipt from a pickup company." Casper has made us financially responsible for their inability to find a company to pick up the mattress. Additionally, we were told there is no charity that is willing to pick up the mattress from our address, so it's going to a landfill (*** doing the pickup). In other words, I won't be refunded because Casper can't successfully coordinate with a junk pickup company to take my mattress to a landfill. Simply, I'm financially responsible for the mattress until they find a company... to throw it away.

My wife and I moved from PA to *** on July 14th. 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.

My issue stems from the misleading sales practices of the Casper sleep specialists that I spoke to before making my purchase. I purchased a mattress, a mattress protector, and a foundation base on the suggestion of a sleep specialist. I had been comparing my choices with local stores and was told that they had a 100 day satisfaction guarantee. I specifically asked the live chat support if all of the things were included in the 100 days warranty and they said yes, full refund. A little over thirty days later, I have decided this mattress is definitely not for me it's too soft. When I contacted customer service they told me that they would gladly process the return of the mattress, but that I was stuck with the foundation as it's beyond the 30 day window. When I mentioned that the live chat had told me the warranty was on all the products, she said well unfortunately we have no way of proving that it's what they said. I then asked to speak to a manager so I could see if they were willing to work with me as it isn't right for live chat salesmen not be held accountable for false promises. The customer service rep seemed annoyed by my request and told me, well I could connect you to a manager but it will probably be a long wait and the manager is simply going to tell you the same thing I am. Pretty terrible customer service, but the worst part was that after putting me on a hold of about five minutes she came back to tell me you know what the managers are all pretty busy right now. I will schedule a callback so one of our supervisors calls you. I mentioned that I was at work and needed to know when to expect the call so that I could step away and she assured me that it would be within 15-30 minutes. It is now 24 hours later and no one from casper ever reached out to me. I am unsatisfied with the misleading advertisements, the shady sales process, and the terrible customer service.

I ordered two Casper Glow Lamps on Jan 9, 2022. The lamps arrived on the 15th and we started using them immediately. 10 days later, I noticed that one of the lamps emits a high pitched whine when it's at half brightness or less. I emailed Casper on the 25th about this problem and received a generic response on the 26th, telling me how to troubleshoot a lamp that won't turn on, which was not my issue. I tried this troubleshooting and it didn't fix the problem. On Feb 3rd, I chatted with a representative via Casper's chat service. The representative asked me to email photos of both glow lamps and promised to send these along. On the 5th, I hadn't heard back, so I called Casper and talked to another representative. She told me that the previous representative had been away, but she couldn't help me because she didn't know if the photos had been sent to anyone. The representative promised that I would be emailed on the 6th. By the evening of the 6th, I hadn't received an email, so I started a chat with another representative, asking for a new lamp. This representative told me that the charging base was the problem for the lamp, even though the lamp whines on or off the base. I continually asked for a new lamp since the lamps are under warranty but was told she couldn't help me until the next day. She did email me the next day, asking for a video of the whining lamp. I had to use software to pick up the whine, but sent the videos. She didn't reply to this until I threatened to contact Complaintsboard.com and when she did, she told me she couldn't hear the whine and would send the video to someone else before they could start my claim. This happened on the 9th and I haven't heard from them since. I have never experienced such terrible customer service and I highly doubt that I will ever hear back from Casper to actually start the claim/warranty process. I am frustrated that I have had to spend so much time reaching out to the company because they don't follow through, and I am very annoyed that the warranty for the lamps is not honored.

On Dec *** I got an email from Casper saying that they would give me a $200 Amazon gift card if I referred someone to buy one of their mattresses. So I referred someone to buy one of their mattresses, under the condition that I would receive the $200 referral reward. I checked in several times on the reward and was told that it was taking longer than usual because of the holidays. Finally, the last time checked, I was told that the reward had already been sent to an email address that was not connected to my account. I spoke with several Casper reps and supervisors who agreed that a mistake had been made, but I kept getting transferred around and no one seemed to have the ability to make things right and resend the referral reward that I was owed to my correct email address (the only email address attached to my account). Finally I spoke with the referral manager Starr who said that even though she had the power to issue me a new $200 referral reward, she was choosing not to because the reward had already been redeemed and she didn't want Casper to pay $200 twice. I explained once again that they had sent the reward to the wrong person and that the error was on their end, but she refused to see reason or make things right with a customer that the company owed. When I suggested that someone at the company probably sent the reward to themselves, she claimed that the incorrect email address that the gift card was sent to was attached to a former cart order that was never processed under the purchaser account (a statement that didn't make any sense and also contradicted what other Casper supervisors had told me). When I asked for proof of this email address being attached to the purchaser account, I was denied. Ultimately an account manager said that they would make things right by sending me a $75 gift card, which they immediately did. I explained that I was owed $200 not $75, and requested that they send the balance owed in another gift card, but they denied that request. This referral operation feels like, at worst, a scam where they offer referral rewards and then send those rewards to mysterious email addresses not attached to the client account, or, at best, a completely incompetent system that doesn't have the customers best interest in mind. Their sending me the $75 is proof that they know that they made a mistake, and I am requesting the $125 balance that they owe me.

When I placed my order with Casper, the advertised delivery date was October *. As October approached I still hadn't received any emails with shipping information from Casper and when I went online there was no information about my shipment. I called the customer support phone number and was informed that the item I ordered was actually out of stock until October *. I assumed I must have misread the dates on the webpage when I was ordering, so I said that's fine. I didn't mind wait a few extra days. The individual then sent me an email confirming that my order "is shipping out on 10/*** and you've been placed at top of production so yours will be one of the first to get taken care of out of the warehouse." October came and went, but I still haven't received any shipping information, so I called the customer support phone number again. This time, the second individual I spoke with said confirmed that the order was supposed to be shipped on October and said that Casper is having trouble with these orders, but she was going to reach out to local stores in my area to find out if I could pick up my ordered item there instead of waiting for my shipment. This individual told me she would be contacting me via email within 20 minutes with an update. I thanked the individual and waited 4 hours without receiving any communications from Casper. So I called the customer support phone number again. This time, the third individual I spoke with told me that everyone I spoke with had been incorrect and that the item I ordered was actually going to be on backorder until today, not October (despite multiple people confirming the October date already, one of them in writing). The third individual said the item will "hopefully" ship within the next 3-5 business days and said that she will email me the same information to confirm. Well I still have not received any emails from the second or third individuals. Frankly it has become evident that Casper's customer support staff either doesn't have reliable information or they are just blatantly lying to customers. I have have apparently been given incorrect information multiple times now and this is second time a customer support rep has said they would be following up with me to provide information and hasn't. So at this point I have absolutely no idea when (if ever) the order I have already paid for will even be shipped. I have previously ordered from Casper on multiple occasions, but I have never been passed around and lied to like this.

We purchased a mattress, online, from Casper Mattresses Inc. on February ***,. At the time of purchase, while selecting the mattress specs and adding it to the cart, it was recommended via a drop down menu, that we add a "foundation" (the company's version of a box spring) to our order as an additional $425 add on. The item was discounted to $361.25 due to a promotion at the time, and we learned from the website that a traditional box spring was not adequate for their mattress, so we added it to the order. At the time, there was no indication that Casper's return policy for the "Foundation" was different from their 90-day no-questions-asked return policy offered on the mattress. We received our mattress and "Foundation" on February *** in good condition. We tried out the mattress and "Foundation" but after a little over a month found it much too soft for out liking, so arranged for a return beginning on March ***; well within the understood return period. Casper was easy to deal with over the phone for the initial return, but informed us that the "Foundation" was under a different return policy agreement than the mattress. This was the first time we learned this. I explained that I thought it was unfair to ***et your product with a 90-day return policy, tell you customers that they need a "Foundation" in order to qualify for their warranty, but not offer a similar return policy on the "Foundation". The representative at Casper placated my concerns, initiated the return for the mattress, but told us that we were not eligible for a return on the "Foundation". After reiterating that it was not clear during purchase that there were two separate return policies (something that has since been changed on their website, though I have screen shots of the purchase page from before that clearly show that there was no indication of differing policies at the time of my purchase), I was told that a supervisor would review our request and get back to us. What followed was weeks of non-response. I requested multiple times to speak with a person who would be able to make the decision directly and discuss my case. I expressed my discontent with what I would call borderline predatory-***eting. I never heard back from anyone who was able to help me further. The "Foundation" is now sitting in its box, barely used and in near perfect condition. All I am asking for is a return. The entire process has been such a hassle and has given me a terrible opinion of the brand. I am sure to go out of my way now to NOT recommend Casper, not because their bed did not suit us - that is totally subjective - but because our experience in dealing with their customer service in response to a very real concern regarding their ***eting practices was met with total non-response.

Ordered on 5//*0 with estimated delivery window of June to June *. Would not have ordered otherwise as the mattress was needed urgently after moving. Contacted customer service via phone on: June June June June *** And via email. I requested more information on the status of the delivery. It appears lost with ***, and other customers online report similar issues. Casper customer service is difficult to get in contact with, as they do not reply to email anymore, and phone wait times are *5 min (and the rep will sometimes hang up on you). I recently got ahold of one rep, and asked for a refund. He told me that he could only refund me once *** shipped my order back to Fresno (it is currently somewhere in San Jose). I told him that I cannot accept that, as it is not my responsibility for the mattress to be shipped back to Fresno from San Jose since I never received the mattress. This is why I am disputing the transaction. Furthermore, I contacted *** myself to find out the status of the package. *** says that it is "beyond ***'s control" and they cannot deliver the package. In summary, Casper failed to deliver the product in the agreed upon timely manner. Online, it appears that Casper is having difficulties fulfilling orders. Casper refuses to give a refund until the mattress is returned to their warehouse in Fresno, but I have no responsibility or power to return the mattress as I never received it from Casper as agreed. *** cannot deliver the mattress, and Casper will not refund without receiving the mattress back from ***, so I have no ability to receive a refund for goods never received. See attached email I sent on June 6 below, received no response: "Hello, I've been on the phone with someone all day about this, and I want to document what happened. I placed an order for a Casper mattress on 5/. The order number is ***. On tracking, the mattress has repeatedly been listed as 'out for delivery' without showing up. Today I called support to figure out what is going on with the mattress. I have recently moved to a new apartment and am sleeping on the floor till this arrives. The only reason I ordered it was because the delivery window was listed as June - June when I ordered. I gave my order number, and the representative could not find the order. I gave my phone number instead, and they found it. Then I was put on hold while the rep spoke with *** to figure out what was going on with my mattress. Apparently *** didn't have my mattress as it never left the Casper warehouse. The rep then told me that the product I ordered was "back-ordered" at least until the ***." I then asked for a refund, since I wouldn't have ordered a Casper if I had known it would take that long to arrive (original estimate was June - *). I'm put on hold while the rep "un-reserves my order", and finally I get told that I will be refunded $*300. But my order was $1,087.16. I tell the rep this and the rep says "You're Christopher, right?" I am not Christopher. I called to find out why my order kept getting delayed, and Casper ultimately tried to cancel someone else's order and process a refund. I just want the mattress I ordered to be delivered as agreed when I paid Casper. If the order is not coming anytime soon (who knows why), then I would like a refund. If the order is still coming, I would like to receive it. Please don't cancel Christopher's order, I don't know how his order was even confused for mine. Rene Zeto"

On 09//2020 - I purchased my first Casper QUEEN mattress - my husband as a terrible back and was looking for anything to make him feel better. 11//2020 - We purchased a KING size casper mattress along with the duvet and mattress cover because we loved our first casper. Order: *** 12//2020 - Noticed my husbands back started to hurt when sleeping due to the mattress sinking in the middle so I started the initial return request for the QUEEN mattress 12//2020 - Casper responded to my request to return the QUEEN size mattress (Which at this point we realized that we should also return the KING we just bought along with the duvet and mattress cover) Casper replied asking for information about shipping address and etc to which I replied back on the same day with our availability for pickup with our address and all. We did not hear anything back from casper UNTIL: 01//2021: They responded saying "Heather from Casper. I apologize for such a long delay, I believe this case was assigned to an agent that is no longer with us. If you would still like to return your nova hybrid I have a pick up partner for tomorrow. Just let me know if tomorrow works for you and the time. If not, please let me know what your availability is." 1//2021: I replied back stating that I would also like to return the KING size mattress (which was still in the box) along with the older QUEEN one. 1//2020: From Casper "Heather from Casper. I have initiated the return of both mattresses. Are both mattresses located at the same address?" 1//2020: From me to Casper: They picked up the mattresses and the cover and duvet of Feb *,2021. ***" 1//2020: Casper again asks for all my details for returning. Does NOT acknowledge about me wanting to return the mattress cover and duvet. Does not tell me NOT to send the mattress cover/duvet. 1//2020: Again I reply back with my address and they send me an email about a company called LoadUp who was to pick up the items from my house 02//2020: LoadUp comes to pick up the items. They take the two mattress - Queen which was used and the KING still in a box, the duvet in a box, mattress cover in a box. They inform me that they don't see anything about picking up the mattress cover and duvet. I tell them that I have already told Casper in my email that I was going to return these items (because if I am returning the mattress which was still in a box, why would I want to keep the duvet and mattress cover which were also still in their boxes?!) They say no problem, we will just take it. Fast forward: The same day 02/05 - Casper refunds money for the Queen mattress, but nothing for the KING or the duvet/mattress cover. 02//2020: I email Casper regarding my KING mattress, duvet and mattress cover refund. They refund my KING mattress the same day and let me know that the duvet and mattress were out of their 100 day trial warranty (which I was not aware of). Same day, I email my original rep that I was in communication with, letting her know that I had already let her know via email that I was going to return the duvet and cover along with the mattress, and due to HER inability to communicate with me for a MONTH from 12//2020 to 01//2021, I missed out on the time. However these items were unused, still in their original boxes. She replied back saying she talked to her supervisor and there is nothing they can do about it. 02//2020: I called Casper today and I was made to talk to a Supervisor named Tom, who was absolutely the most rude individual I have ever spoken with. Even after acknowledging the fact that his employee did not tell me NOT to send the mattress cover and duvet, he stated "YOU assumed that you can send it, so we can't do anything about it. You will need to call LoadUp and ask THEM to give you the items back" I pleaded to them for 30 minutes. I cried. I asked him what can be done and he was yelling at me and telling me to figure it out on my own because he can't refund me the money NOR can he give me the items that were sent back. He also stated there was nobody else I could speak to other than him because he is the highest person that can talk to on the phone. This was the most difficult and heart breaking experience of my life. I have lost out on Mattress cover: $94.50 and Duvet: $315.00 BEFORE taxes. I called LoadUp and they are trying to reach out to Casper, but I doubt that Casper will be cooperative. Please help!