ComplaintsforCasper Mattress

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Casper mattress is leaking fiberglass. The label on the mattress does not say it contains fiberglass, nor uses a term synonymous with fiberglass. This is happening without any alteration to the mattress on my end (I did not cut it open nor remove the cover).

  Customer response

  02/08/2024

  Better Business Bureau, 

  My fiancee finally got through to the company and they said they would get back to us in 3 business days. However, I still think the complain I'm making to you is valid. At the very least there should be some sort of regulation that states they must detail the materials used in their product. There is nothing on the mattress label indicating the use of fiberglass. We had to find out through online forums of other people who have been affected. 

  Thank you for looking into this, 

  Best Regards,

  *******

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Original transaction was on or around 12/15/2022 My complaint is about the return of item for 07/19/2023, King sized Mattress and frame. Casper states that refund has been returned to a Mastercard. I do not own a MasterCard. I did use a third party (Affirm) to pay for this and after contacting Affirm they use a ***** I have contacted them (Casper) several times for a refund but each time they say that they have refunded me the money and there is nothing more they can do. I have screenshots and receipts to prove this and still nothing. Order #-C00497757 I've attached the proof of payment that I have already sent to Casper as well as Affirms statement that they use *****Thank you for your time and I look forward to a response.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On May 16, 2023 I received an email inviting me to receive 25% off a mattress & the sender, *****************************, would receive a $75 Amazon gift card, if I bought a mattress.I ordered a mattress on May 17 & it was delivered May 23. Order number C000501556. On August 31. I called Casper at ************ to inquire about the Amazon gift card which had not been received. I was told to call back in two weeks. I called on September 27 & spoke with *****. She told me I needed to make a referral in order to get the gift card. She did not understand or did not want to understand. I asked to speak with her Supervisor & was transferred to **********. ********** told me both the referring person (*******) & the receiver (me-******) had to have the same address in order to get the gift card. Not true. I asked to speak with her **************** told me that she was the boss. She further told me that she did not report to anyone. It's not just about the gift card, it's the principal & the fact that I was lied to. ***************************** has still not received the gift card.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In May of 2023, I reached out to Casper Mattress customer service to report a defect in the mattress I purchased in November of 2021 (the Casper Nova Hybrid Snow). I did not hear back from anyone in the company until June; to which the response was a ******************* team member would need to investigate the claim. Additionally, I contacted the retail location from which I purchased the mattress (**********, ** in the ****************), and they also tried to mediate. They too did not receive any assistance. Finally, on June 17, a ***************** team member replied via email with a long list of tasks include a "string" and "weight" test as well as a number of required documented pictures of the defect. My husband and I performed the tests and submitted the pictures back on July 1, 2023. Yesterday, July 18, after 17 days of no response, I again called **************** looking for a resolution. The agent I spoke to left me on hold for 30 minutes before I finally hung up. My husband then called the retail location and they said they would contact **************** again. This morning, I received a replay from a representative via email named "*******," stating she did not receive a required picture of the sewn tags on the mattress. I immediately replied and gave her two pictures of the tags. She then replied asking for a new picture stating the date of manufacture was covered. I then zoomed in on the picture and took a screenshot and resent showing the date of manufacture (September 16, 2021) very clearly. After 30 minutes, she wrote back saying my hand was now covering the the name of the manufacture. I then replied with the same picture I had sent in early July clearly displaying the Casper tag. I informed **************** would like a complete refund, not a replacement as this has been an unacceptable process in which the company is appearing to avoid replacing the bed under the given 10 year warranty.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 6, 2023, I contacted Casper **************** to discuss a ********************** I purchased in 2018 which had lost its support. I called to see if 5 years was the life of the mattress but as soon as I said that my mattress had lost its support and was now hurting my back and hips, the customer service rep immediate offered - "oh we can definitely send you a replacement mattress" and confirmed my new address. I did not request a replacement but he offered and that I thought that Casper was a top notch company living up to its great reputation. He said this multiple times during the call and that someone would contact me within ***** hours. He even followed up with an email saying that he would stay in touch and follow up with me. Fast forward 5 weeks later - still no one has called me. I have emailed the rep back twice and have also called and spoken with **************** three times (and was denied being referred to a supervisor). Since this was very unusual, I researched Casper and discovered that they had been bought out by another company. Apparently this company does not care about customers anymore. Such a shame. Casper used to be a great company, but now they are just a sham. I was really hoping that the customer service specialist was telling the truth when he told me that I would be sent a replacement mattress.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Casper mattress after trying it in a store. It did not work well for us, so we called Casper to initiate a return. We were within the return window and the mattress was picked up by a third-party contractor. During the removal process the company scuffed and scraped walls and ceilings. I called and emailed Casper several times seeking compensation for the damage, but my complaints have been generally dismissed and I have been told to contact the pickup company. Caspers website states, If youre not 100% in love after the first 30 nights, well pick it up, do all the packing, and give you a full refund. We do our best to donate returned mattresses and give them a new home.This would lead buyers to believe that Casper is taking responsibility for the pickup.If they are unable to manage the pickups, and need to contract out their returns, this should be clearly stated in their return policy. Regardless, Casper is ultimately responsible.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a ************* on 8/8/2022 order #R871479722. Item was supposed to ship by 11/7. It is now DECEMBER 13 and Casper has had very poor como atino of the whereabouts of my purchase. Since 11/7 Ive had to call constantly and I never get an affirmative answer on where my bed is or when I will be receiving. I paid $2,129.14 for this bed 4 months ago and have yet to receive it! $200 fee for delivery alone! I am urging to please have some assistance in locating and getting my item home!

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a mattress and frame from Casper. The site CLEARLY states the items are returnable "money back guarantee" I contacted them to return the frame only and was told that I have to wrap it up and deliver it to a charity in my area? This item is extremely heavy and I cannot transport it in ************? I also live out of the city limits and do not have a charity that would come pick it up? I do have the original box and *** OR FEDX?? This is not a reasonable practice and by no means is a return policy?

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a queen size mattress topper from Casper, order #R161108830 on 10/11/2021. As soon as I placed the order, they charged me (through PayPal) for $290.62. Their website said the item was in stock and would ship within 5-9 days. I texted the company and have done online chats on their website trying to get this item shipped. On 10/30/2021, they issued me a $27.00 credit for the delay. I finally received an email on 11/23/2021 saying the item would be shipped. I did receive a mattress topper on 11/27/2021, but it is a twin XL and not the queen size I ordered. I contacted the company via chat and was told they would "look into it" and would let me know by email what would be done to remedy it. As of today, 11/28/2021, I haven't heard back from them. I just feel like I'm getting the run-around from them.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Mattress, frame, and protector bought. Supposed to arrive in 1 delivery. Staggered over more than 2 weeks with no notice. After 3 contacts with business - each with false arrival dates given to me - still no mattress. It was supposed to arrive 11 days ago and only began the shipping process today. Excuses given were we had a lot of orders with our promotions and I honestly dont know why you werent given notice. A total of $50 - as a credit - was offered on an order over $1,000. I was told that we can only refund so much percentage of an order. Never mind the false promises, late deliveries, failures of communication. ZERO responsibility was claimed by Casper at any point for any aspect of this issue. Apparently, they dont know how to plan logistics when they offer a promotion and dont want to hear about it when anyone notices.

*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. ↩