Casper HQ

I’m compelled to share our family’s 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 family’s health improved significantly. When I reached out to Casper for acknowledgment or compensation for our ordeal, their response was disheartening. They stated they couldn’t 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 didn’t 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.

I have never written a bad review on any product before, but my experience with Casper was so horrible that I owe it to you all to write it. I ordered my mattress over 6 weeks ago and still have not received it. I have been PROMISED/GUARANTEED 4 delivery dates and just received YET ANOTHER EMAIL saying that my mattress has been delayed another 2 weeks. I do not have anything to sleep on still! The customer service reps I have spoken (probably 10 times) to absolutely did not care. They promised delivery dates that they did not fulfill. They did not care when I canceled my order. They did not care that I have nothing to sleep on. They did not offer to make it right in any way. I will never order another Casper product, and I do not recommend that any of you order one either. After being extremely patient with Casper I finally cancelled my order and have ordered a Nectar mattress. By the way, Nectar has higher ratings and costs less. Casper... you literally were the worst online shopping and customer service experience that I have ever had.

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. It’s an excellent product. I hope some company can come along that is actually capable of making them work.

Terrible scam. If you want your mattress shipped to another state, but charged to you go ahead and purchase from them. Likely your order will end up going to Cincinnati, Ohio. And they will tell you it's not their fault even when you called to place the order over the phone with them.

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.

I am very disappointed with the customer service. I ordered my mattress on August 10th and requested to have the mattress shipped to reach my destination on September 1st. The employee who helped me confirmed the mattress would arrive on the 1st or 2nd. I had yet to receive the shipping notice on August 30th so I called Casper and was on hold for over an hour while the employees tried figuring my order out and where it was. I had requested five separate times to have a supervisor call me and I have yet to receive a call from a supervisor 24 hours later. I had three different employees tell me three different things... one said my order would ship on the 1st, one said the 8th and another said it shipped on August 31st. The entire process was extremely stressful and confusing especially with moving across the country and not knowing if I am going to have something to sleep on.

Casper customer service is terrible. My spouse and I have never been comfortable on this mattress. We've tried rotating the mattress, mattress pads, and new pillows. We would get relief for a few days to a few weeks, but the pain would come screaming back. I reached out to Casper customer support. They were quick to get back to me with follow up questions. I promptly answered the questions and sent the pictures they requested. Our mattress is dipping (we've had it less than 5 months) and the corners are not symmetrical. The pictures showed that. I have heard NOTHING back in over two weeks. I have followed up with emails and I've tried the live chat, but unfortunately, it keeps generating a form that is emailed and I don't end up chatting with anyone. Casper has yet to respond to my emails. Save your time and money. This company clearly talks a big game, but does not stand by their product.

Casper mattresses have an inherent issue with the four corners curling. I have owned my mattress since 2017 and purchased their mattress protector at the same time. The mattress arrived with a ripped cover (not be confused with mattress protector) and a replacement was sent. Because the rip was located on the under side, and with the mattress being quite heavy I elected to postpone replacing it until a later time as it was not visible and I had a new cover in hand for future replacement. Eventually, I began to notice that the four corners of the mattress were curling upward. After contacting Casper in April 2019 and providing several images I was instructed to remove the mattress protector because they suspected it had shrunk from washing even though I followed washing instructions. I removed the mattress protector and the issue persisted. I was then asked for additional images which I provided. I was told that it must be the mattress cover and that I should remove it and that if the issue persisted they would send another cover because it must have shrunk too, even though I had never washed it. Well, that set of instructions did not make any sense to me and living alone I put off that experiment for a few months until my Son visited one day and I enlisted his help. We installed the new cover and guess what? The same issue persisted though it only became very apparent a few months later. I contacted Casper in October 2019 and provided new images to show that the new cover did NOT solve the issue. I received the following email: "Brooks from Casper here we spoke about this issue a few months ago. Thank you so much for those additional pictures! There does no appear to be any foam damage from what I am seeing. As I shared in a previous email with you, there may be an issue with the cover being slightly too small. I would be happy to step in and send a replacement cover." I replied: "Thank you for your help but that is a new cover! So then there is no fix. Because if I replace the cover again the issue will repeat itself. I do not know what the appropriate remedy is for this issue and I believe Casper does not either. It is my fault that both Casper mattress covers cause curling at the ends of the mattress. Sorry." Next I received this email: "I apologize for this George. I own the Casper mattress myself and this is how it looks out of the box. If we were to send you a replacement mattress, it would look just like this. I was hoping a new cover might help a little bit but it looks like it has not done the job you were looking for. I apologize for any inconvenience that this may have presented to you and I wish there was more that I could do. If there is anything else I can do for you or if you have any other questions, please do not hesitate to ask." My response: "So just one question. All Casper mattresses can be expected to curl, is that right?" Next email from Casper: "All our mattresses do have more rounded corners when taken out of the box. If you were to remove the cover, the foam itself is more squared at the corners. Within the cover. it causes the foam to round out more at the corners as the tight cover pushes the corners in. Hopefully this has been helpful to you and if you have any other questions, please do not hesitate to ask. I am here to help answer any questions you may have." Really?? The mattress DID NOT curl in the beginning, it starts happening as it is used. This is a far different circumstance that the excuse I was being fed. So, in order to avoid having a Casper mattress appearance seem like the curled-up shoes of Middle Eastern Genie, we consumers should just use it without any cover whatsoever. Is that right Casper? What a woefully insufficient response that was! Let's recap. Their mattresses will curl. And, you can choose to keep that look or TRY to utilize the mattress with NO COVER and lay on the bare foam.