Casper HQ

Im compelled to share our familys experience with Casper Mattress to inform potential buyers. In 2018, my family celebrated our new home by purchasing a Casper mattress. Initially, we were thrilled with its comfort and design. However, this satisfaction was short-lived and turned into a serious concern. About a year after the purchase, unexplained respiratory issues began affecting our household, including our newborn and toddler. We spent countless nights worrying and visiting doctors, trying to find the cause. We never imagined our mattress could be the culprit. Fast forward to 2023, we discovered that our Casper mattress contained fiberglass, a detail not clearly disclosed at the time of purchase. This revelation was alarming, given the health issues we faced. Once we removed the mattress and thoroughly cleaned our home, our familys health improved significantly. When I reached out to Casper for acknowledgment or compensation for our ordeal, their response was disheartening. They stated they couldnt offer any resolution beyond the 100-day trial period, citing their warranty terms. Casper does not and has never offered refunds as a resolution to a warranty claim as we cannot process any returns or refunds on orders after the end of the items' trial period, which in the case of mattresses, is 100 days from the initial date of delivery, but we are responsible for replacing any items that have been proven defective. Per our warranty within our terms of service, which you have agreed to by purchasing with us, we may submit a warranty claim in the case of any proven manufacturing defect. Ours is not a proven manufacturing defect, it coldly stated. But wait, I didnt agree to fiberglass by purchasing with Casper. They referred me to a website starting starting with the word legacy that had all the FAQs of fiberglass, showing this was not their first rodeo and that they were clearly aware of the issue. I am writing this review as an eye-opener for others. Be vigilant about the materials in your mattress, especially if you have young children. Our story is a cautionary tale about the unseen dangers in everyday products and the importance of transparency from companies. I hope this review helps others to make informed decisions and possibly avoid the distress our family experienced.
Jan 27th, 2024

Very disappointing with the Casper service-the store manager at the West Hartford Store in Connecticut today 9/16 was laughing and rude to my inquiry about my delivery order- Casper uses RXO for delivery -they send confusing text messages Re delivery and then cancel We waited from 10-2pm on Saturday September 9th and September 16th Worst Casper customer service We are still waiting for our delivery I will be writing to the corporate office for full refund Do not recommend Casper or their delivery company RXO
Sep 15th, 2023

Absolutely scammy business practices! I ordered a mattress that the website claimed is "In stock and ready to ship in 1-2 days". 10 days later, they tell me it's on backorder with no ETA. This should not be a customer's experience after spending thousands of dollars. Meanwhile the website still claimed "In stock and ready to ship in 1-2 days" so I chatted with a support agent and wanted to double check that this is accurate. He said yes indeed it's available, so I asked why then my order for this exact item is being claimed to be on backorder when you've already taken my money. Checkmate. Then they "apologize" for the inconvenience. Absolute waste of my time! So I cancelled my order right away.
Aug 4th, 2023

We bought an adjustable base pro king bed frame from Casper by internet but it didn't work properly. Both sides were not aligned. We needed customer support and it was extremely slow, ineffective, and not at all concerned with customer satisfaction. After a long time, they sent some loose parts to be exchanged and it didn't fix it. The assembler himself, who knew little about the product, said that the bed frames used to work misaligned. After many months they sent another bed. We had the same problem. Casper was not flexible in negotiating, as we could even keep the bed, but we wanted some discount, or other products sent to us to compensate for these 4-5 months of stress. Even having purchased the bed frame, the mattress, sheet, pillows,... that is, having spent a VERY considerable amount of money with Casper, they were not very careful. We decided to return the bed frame. Now we realize that the pillowcase is opening the clasp in less than 5 months of use. We are extremely disappointed in this brand and customer service.
Sep 11th, 2022

I ordered two Casper lights a few months ago and they are so great that I ordered three more. The first new light would not charge. The second new light would not connect to the app. The third new light would not connect to the app and one of the buttons would not push. Its an excellent product. I hope some company can come along that is actually capable of making them work.
Jul 17th, 2022