ComplaintsforCasper Sleep Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased our Casper mattress California King **** -November 2016. January 12, 2024 I woke up with several incredibly itchy mosquito bite like bumps on my arms. I shrugged it off thinking it was stress hives, but then a few weeks later my husband wakes up with a swollen ear and it was oozing liquid on his ear lobe, he went to urgent care. ****** care suspected it was impetigo and gave him antibiotics. 2 weeks passes by and it returns. He goes back to the same doctor and they cant believe it came back but they give him a stronger antibiotic. I start waking up with more bumps on my knees and toes and arms, head etc. I go to my doctor and he thinks it could be flea or bed bug bites so we hire a pest control company to search our house only to find absolutely nothing. I met with one of my clients who is a doctor and she took a look at the tons of pictures of our skin and she said that its contact dermatitis and to go check our mattress again. I got home, checked our mattress with a flashlight and found fiberglass everywhere on our Casper Mattress. It was all over our floor, curtains, clothes, everything. We had never opened the mattress cover and it was just leaking out of our cover. Casper also has a tag on the original mattress that does state though that the cover CAN be removed if needed to wash. That does not make sense since fiberglass is everywhere. When we had to move this bed into a mattress bag to remove it from our home I inhaled it and lost my voice for 3 days. Anything porous in my home now has fiberglass on it from us trekking it through our home and further contaminating everything. This has affected me my husband and our 5 year old as she sleeps in our bed with us at times. This has been mentally draining on us as my husband and I have not slept in our room in a month as we are without a bed. We are sleeping on twin mattresses in our living room right now and have had to throw so many of our items away because of this!

  Business response

  04/03/2024

  Hello ******,

  Thank you so much for making us aware of this situation and we apologize for this experience. We take matters like this very seriously and want to make sure you are in touch with the correct team at Casper to get this resolved for you. We have looked into your information and have had our Customer Experience Supervisor reach out via email to set up a call to further discuss next steps for resolution. It looks like you have provided quite a bit of documentation of the issue already so thank you so much for taking the time to do that. Our Supervisor will walk you through the next steps to make sure this is appropriately addressed. Please let him know of any additional questions or concerns that you may have. We really appreciate your patience and look forward to you making contact with our Supervisor so this issue can be addressed and resolved.

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to have my mattress exchanged under the warranty but the company refuses to do so. They make you send pictures of the mattress with dumbbells on it and see how much the mattress is sagging. My mattress clearly sags when the dumbbells are placed but the company says everything is fine. Their warranty policy states that "A normal increase in softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the Mattress." In my case it DOES affect the pressure-relieving qualities of the mattress since I wake up dizzy every day but I don't wake up dizzy on other beds. (I have attached a screenshot of the warranty policy. I would like to be give a new mattress.

  Business response

  03/18/2024

  Hi ****,

  Thank you so much for reaching out and making us aware of this situation. We apologize for the lack of follow up here from our team and we want to help get this back on track. We are going to have our Customer Experience Supervisor reach out to you via email to confirm some information and move this along. You are a valued customer so we want to make sure we look into this thoroughly for you. Please keep an eye out for an email from our supervisor, today, who will be further assisting. Please let him know if you have any additional questions or concerns.

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Submitted a warranty claim due to the mattress material breaking down/sagging in a large area of the mattress causing a spring to push into my back. I filed the claim following Caspers process and was in contact with an **** regarding my claim. I submitted all pictures as requested by ****. As of 1/30/2023 I have had no contact from Casper regarding my warranty claim.I have attached the email traffic with the claim for proof.

  Business response

  03/07/2024

  Hi ******,

  Thank you so much for reaching out and making us aware of this situation. We apologize for the lack of follow up here from our team and we want to help get this back on track. We are going to have our Customer Experience Supervisor reach out to you via email to confirm some information and move this along. You are a valued customer so we want to make sure we look into this thoroughly for you. Please keep an eye out for an email from our supervisor, today, who will be further assisting. Please let him know if you have any additional questions or concerns.

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a casper mattress several years ago and always loved it. I purchased it over some other options due to the 10 year warranty. However recently I noticed the mattress was becoming increasingly uncomfortable. Not only could I feel every flinch my partner made, but my back began hurting very badly. It hurt so bad that I didnt even realize it was due to the mattress and thought I had a kidney problem so I got a CT scan. Everything was fine internally with my back so I swapped the mattress out for a cheap Amazon mattress. Lo and behold, my back was miraculously better! I have been back and forth with Casper via email about the warranty claim. They keep insisting I send more and more photos. I have done all they have asked and they have now ghosted me and havent responded for days. I showed the sagging that they asked for an they suddenly went radio silent. It seems like they are doing anything they can to avoid sending a new mattress. Im 12 weeks postpartum and am hardly sleeping as it is. Would really appreciate that they honor their warranty.

  Business response

  03/01/2024

  Hello *****,

  Thank you so much for reaching out and making us aware of this situation. We apologize for any discomfort you have endured with your mattress and for any difficulties getting this addressed with our support team. We are going to have our Customer Experience Supervisor reach out to you to gain a better understanding of the issue and make sure you get the support you are looking for from our team. Please let our supervisor know if you have any questions that need answering or of any concerns that have yet to be addressed by Casper. Thank you for your patience throughout this experience.

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1-Star. Really Really Bad customer service. Bought 2 TWIN XL mattress but is shape changed. Request to change but already 10 days still haven't see my new mattress. And they sent people came to take my old mattress same day so I have no mattress to sleep now 10 days...Order: ********* | Date ordered: 11/28/2023

  Business response

  02/07/2024

  Hello ****,

  Thank you so much for reaching out and we deeply apologize for your experience with us thus far. We see that our Customer Experience Supervisor has been in touch with you over the phone to facilitate the pickup of the mattress you received. We will be your point of contact for the remainder of your experience so please let him know of any issues with the pickup and refund of your order. We really appreciate your patience and we apologize that this did not work out. 

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a backrest pillow as a Christmas gift on 12/16, when the site indicated they were in stock. My credit card was charged immediately. I followed up with Casper on 12/20 and was told I should get my shipping info within ***** hours. On 12/22 I received an email that shipping info should be coming soon. It wasn't until my 12/29 follow-up email that I was told the pillow was out of stock and would not be available until 1/18. On 1/18 I saw on the Casper site that the pillow was in stock and that in stock items ship in 1-2 days. When I followed up on 1/19, I was told the pillow would ship by 1/22 at the latest. I got no response to a 1/24 email requesting an update. I got no response to a 1/25 email requesting an update. In a 1/26 chat I was told I am seeing that your position for the order in the queue is at ***** On 1/29 I received an email that said ...This will be shipped Today I will share the tracking once they're are available. I got no response to an email sent 2/1 requesting shipping info. On 2/2, in response to another email sent to Casper, I was told "...Following your last email I'm sorry for this we already assigned the order to another warehouse and I have been requesting updates every day." Since 1/18, Casper's site has continuously advertised this item is in stock and that in stock items ship in 1-2 days. All I want is to receive the item I ordered and paid for on 12/16 shipped to me under the terms agreed too.

  Business response

  02/05/2024

  Hi ****,

  Thank you so much for reaching out and deeply apologize for the length of this delay as well as the lack of explanation from our support team. We took a closer look at this with our operations team because as you pointed out, there is no reason this should have been delayed as long as it has been. After a closer investigation, there was a tech error here that was holding your item from shipping. We are looking into this on our end but in the meantime, we have created a replacement order that will be shipping in the next 24 hours. One of our agents will be reaching out to confirm this with you via email. Please let them know if you have an additional questions.

  We apologize if this is presented an inconvenience to you in any way and we appreciate your patience. If there is anything else we can do for you or if you have any other questions, please do not hesitate to ask.

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************
  

  Customer response

  02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Despite company responding through the BBB "...we have created a replacement order that will be shipping in the next 24 hours. One of our agents will be reaching out to confirm this with you via email."  I have still received no shipping info from the company nor does their site indicate that the item has been shipped. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  02/15/2024

  Hi ****,

  Thank you for reaching out. We looked into this and see that a replacement was successfully shipped and delivered on Monday, 2/12. One of our agents has been providing updates to email address ******************. Please let us know if we have incorrect contact information. We would like to be able to confirm the delivery with you and if for some reason this has not delivered, we want to make sure this gets corrected. Our Customer Experience Supervisor will be reaching out via phone call and email to make sure this is handled.

  We apologize for any inconvenience that this may have presented to you.

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************
  

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Name of the company: Casper Sleep Inc.Date Bought: 09/05/2023 Price pais: $476.99 Person I spoke to: *** ******* the manager.*** *** phone # ************ Comp. ID # ******** The mattress I received is defective. I spoke to *** *** about the problem.She told me to send pictures of the defect. I told her that the defect is not visible, someone has to feel it on the mattress, because there are vertical dents on the foam on the top and bottom of the matters are is covered by fabric. She told me how to take pictures that they can see the defects. I did so and send her the pictures. She wrote me back that she cannot see the defects and send me the following rejection letter,Casper Support <********************************>Tue, Jan 2, 3:48?PM (3 days ago)to me ***** ********** **** ****** ***** ****** ** **** *** ********* *** ** ***** ***** ******* ********* **** ****** ********* ** ****** ********** **** *********** ***** ** ****** ** **** * ******** *** **** * ********** *** *** ******* ***** ** *** ******** ****** ** *** ******* ** *** ******* ********* *** *** **** **** ***** *** ******** ***** ******************* ***** *** *** **** ******** *** ************** ******* ****** *** ** **** ** *** **** *** ***** ******************* **** **** ** ************************************** ********** ********** * ******************** After receiving her later, I wrote her that only way to detect the the defect is that she send someone form the company to come and feel the mattress. She refused to do so. She is not answering my emails anymore.The matters is useless to me because it is giving me back pain.I am 81 years old man living on limited SS income. I cannot afford to buy another mattress.I AM NOT ASKING THEM FOR REFUND. ALL I AM ASKING THEM TO REPLES ME THE SAME GREAD MATTRESS. WHAT AM I GOING TO GAIN FROM LYING TO THEM?

  Business response

  01/08/2024

  Hello ******,

  Thank you so much for reaching out with the details of your experience and we apologize for this mishandling between us and ******* We see that our Customer Experience supervisor has been in touch with you this morning and has arranged for a replacement for your mattress. He will also be following up to arrange for the removal of your current mattress once the new one has arrived. Thank you for your patience throughout this process. We are confident that you are now in good hands. Please let our supervisor know of any additional questions or concerns so that he can assist.

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************
  

  Customer response

  01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Yes. ************** is in touch with me and promises me to replace the mattress. It is under process. I did not rederive it yet.

  Thank you the staff of the ** BBB office for the prompt action.

  I will be in touch with you as soon as I receive the replacement of the mattress. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  02/14/2024

  Hello ******,

  Thank you for reaching out and we apologize that this has experience has gone on as long as it has. We see that our Customer Experience Supervisor has been working with you on a replacement of your liking and that you ultimately decided on a refund due to the quality of the mattresses. Our supervisor is in contact with ****** to get this refunded for you. Once we are able to confirm the your successful pickup on Thursday, 2/16, we will be sure to communicate the pickup to ****** so they can fully refund you. 

  If you are able to email ****** a picture of the receipt that our pickup partner will leave you after the pickup, that will be helpful in confirming the pickup with ****** for you refund. Please him know if there is anything else that he can help with here.

  Regards,
  
  Customer Experience | ********************
  ********************************
  ************
  

  Customer response

  02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/31/2023, I placed an order for 1 queen ********* 1 king ********* 1 queen *** *****, and 1 king *** *****. Everything except the king *** ***** was in stock at the time. The king ***** stated it would ship by November 3rd. I did not hear anything about the shipment of my in stock items so I began inquiring about getting these delivered to me because it is ridiculous to wait until the one in stock item is available to ship everything. They agreed to split the order and brought the two mattresses and queen *** *****. On delivery day on 11/4, the queen ***** was damaged and needed to be replaced. This began another nightmare of nearly 30 emails exchanged to get a status update. I had to email multiple times in a row just to get one response. All the while, ** still trying to get information on my king *** *****. After many phone calls to Casper giving me no information, I finally get a call from the local delivery partner telling me she has the queen ***** and she believes she has the entire king *****. She said she has seen my name waiting for delivery for months and wants to try and figure it out. So I call Casper again to ensure my full order is at the delivery partners warehouse. The rep confirmed they had the full order. On the second delivery day on 12/16, the queen *** ***** comes intact, however, there is only a ********************* for the king *****. I call Casper again. They are unsure what happened but the agent promises I will get a call back by the end of Saturday with an answer. He says he will try to get the remaining pieces to me but if not he will order a new *****. This ***** is on back order again so it would be 03/2024 before I could get it. It is now Saturday, 12/23 & I have not received any call from Casper. I want my *** ***** or I want my money back. I have emailed Casper this week and attempted an online chat with no response. I paid $1995 for this *** ***** and have an unusable headboard and footboard and my mattress is on the floor.

  Business response

  12/26/2023

  Hello *****,

  Thank you so much for reaching out and we apologize for the extensive delay this has caused and for the inconsistent communication from our team for when to expect your complete order. We see that an agent is actively working with our delivery partner to get this taken care of for you but we are going to have our Customer Experience Supervisor take a look at your order and follow up with you via email by the end of the day today with an update. Our supervisor will be emailing you using case number ******** for reference. 

  Thank you for you patience with this order for so long and we apologize that the experience has gotten to this point. Please let our supervisor know of any additional concerns or questions when he reaches out. 

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Within about 3-4 months my king original mattress got so soft. The mattress is now 14 months old and I have since had to put a flat pillow under the sheets to be able to sleep. I have been having the worst sleep of my life with this very expensive my mattress. When I was making the purchase I trusted the quality but now I see it is all a lie.I now have severe back pain and can't afford to purchase another mattress a year later.I previously had a more affordable foam double mattress that cost only $450 and had great sleep on that mattress. I was still able to sell that mattress before I upgraded to Casper because it was still firm.This mattress was the most expensive and worst purchase of my life.I have filed a claim from 3 weeks ago and I had to keep following up. They finally told me they don't see the issue. Even though I sent pictures of how much my 120lb body sinks into the mattress.I used a 10lb weight, measuring tape and a straight stick to the sag. I resent photos but I'm not hopeful they will respond. If I had the money I would just buy another cheaper mattress to not deal with the stress.I would like this matter to be resolved promptly because I can't sleep at night and I'm in so much pain when I do. I have attached just a 3 photos but sent them tons more.

  Business response

  12/20/2023

  Hello ******,

  We are so sorry to hear of the experience you are having with your soft mattress as well as our support team. Our customers' comfort the a top priority on our team and it looks like we have fallen short here for both the product and support experience. We will have our Customer Experience Supervisor reach out to you today via email to further assist and help fast track a proper resolution for you and your product. Thank you so much for your patience thus far anf giving us a chance to make this right for you.

  Our supervisor will be reaching out through case # ********* Please make him aware of any additional questions or concerns once he has made contact with you. Thank you for reaching out and please let us know if any assistance is needed after speaking with them.

  Regards,
  
  Customer Experience Team | ********************
  ********************************
  ************
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Heres a revised version of your message:On September 18th, I purchased a mattress from ****** after conducting thorough research and communicating with a Casper representative about their return policy. A week ago, we decided to return the mattress, but ****** requested that I deliver it myself. Unfortunately, I dont have a truck and dont want to pay for a mover. I spoke to a Casper representative who referred me to a supervisor. The supervisor declined responsibility for the return and lied to me by stating that ****** purchased all the mattresses for resale. He was unable to explain why their Satisfaction Guarantee was not available to me or why the representative in the chat initially confirmed that delivery would be handled by Casper and would be free. After five minutes of searching, he finally found the statement about the retailers return policy (he wasnt aware of it at the beginning of our communication). However, I told him that this deeply and intentionally hidden policy does not fix the fact that free return delivery was the MAIN and ONLY selling point that made me go with Casper, as I know how all of them cheat with returns, trying to avoid taking them back.The supervisors name is ****, and he really doesnt care. Our call was recorded by Casper and my phone automatically.Caspers misleading marketing is used to cheat on us, who believe that the bold statement on satisfaction guarantee and free return handled by the company are real. Their only goal is to lie and sell their uncomfortable mattresses, avoiding returns at all costs. I dont want to spend $100+ to cover their cheating marketing.I will spread this on social and classic media until they fulfill their Satisfaction Guarantee and return. Furthermore, I want them to come and help me return the mattress ASAP as I need a new mattress for my healthy nights.

  Business response

  11/27/2023

  Hello *********,

  Thank you so much for reaching out and we are so sorry to hear how this experience has gone so far. We will have our Customer Experience Supervisor reach out today via email to make contact with you on getting this sorted out. It sounds like clarifying information is required from both ****** and Casper in order to get you taken care of with your return. Our Supervisor will be following ** in case number ********. Please let them know of any additional questions or concerns you may have.

  Regards,
  Casper Customer Experience
  
  ********************
  ********************************
  ************
  

*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. ↩