Complaints

This profile includes complaints for Casper Sleep Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Casper Sleep Inc.

  175 Greenwich St Fl 40 New York, NY 10007-2786

• 

  Casper Sleep Inc.

  230 Park Avenue South Floor 13 New York, NY 10003-1547

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from Casper that began to noticeably deteriorate. In November 2023, I contacted their team to request a refund under the warranty. By December 2023, my claim was acknowledged and approved. However, despite multiple follow-ups over the past year and a half, I have yet to receive the refund.The lack of follow-through and prolonged delay is deeply disappointing and not reflective of the level of service I expected from Casper. Given the extensive time and repeated efforts required on my part, I am now requesting not only the agreed-upon refund but also an additional $500 as compensation for the ongoing inconvenience and poor customer service.

  Business Response

  Date: 06/10/2025

  Hi ****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for this delay and any issues that have gone on with our support team. It appears this was submitted to "Casper Mattress Store *******: Southport" instead of "Casper Sleep Inc." where HQ is notified of the complaints. We want to make sure this is addressed. Our team is actively working on this and we see that the supervisor that has been in touch is in direct contact with our finance team. He will be able to reply with any updates for this refund once he has more information. Please dont hesitate to reach out to "Casper Sleep Inc." with any other questions.
  
  Regards,
  
  ******** ********** **** * ********************** ******************************************************** ************

  Business Response

  Date: 06/11/2025

  Hi ****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for this delay and any issues that have gone on with our support team. We want to make sure this is addressed. Our team is actively working on this and we see that the supervisor that has been in touch is in direct contact with our finance team. He will be able to reply with any updates for this refund once he has more information. We are hoping to have an update to share shortly. Please dont hesitate to reach out to us with any other questions.
  
  Regards,
  ******** ********** **** * ********************** ******************************************************** ************

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Casper mattress about two years ago. While it was comfortable at first, I started experiencing back pain after about a year of use. At first, I thought it was a personal issue, but I noticed the pain disappears when I sleep on other mattresses during travel. This strongly suggests the Casper mattress is the ******** address the issue, I added a mattress topper, which helped slightly at first, but the pain eventually returned and worsened. I contacted Casper to inquire about the warranty and sent them photos of the mattress. They responded by saying there was no visible damage based on the pictures, and I received no meaningful response or resolution. However, I strongly feel the mattress has changed over time and no longer provides proper support, even if the surface looks fine.Ive since done some research and discovered that many others have reported similar experiencesdeveloping back pain after the trial period ends, with no visible sagging but noticeable support ********* asking Casper to either replace the mattress or issue a refund. I feel the product no longer performs as promised, and Im seeking a fair resolution.

  Business Response

  Date: 06/10/2025

  Hi ********
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Casper Snow was ordered online, delivered and set up by Casper. On the delivery day I noticed a 6-inch tear in the top of the mattress. I expected that Casper would stand behind a $2000 product with a defect.Rather than replace the mattress Casper wants to send a new mattress cover that I would have to install myself. This in despite of the fact that Casper's own website says, "Zippers are included on mattress covers only as part of the manufacturing process and are not intended to be unzipped", "DO NOT unzip the mattress cover" and "customers should not remove the cover for any reason". The Casper website's warranty page ******* ***************************************** *****************************************]) explicitly states that the mattress cover is covered, but damages resulting from removing it are ****** rather than make it right Casper wants me to remove and replace a component that their site says to never remove, and that removal could void my 10-year warranty.

  Business Response

  Date: 06/03/2025

  Hi ******,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your mattress and our support team. We want to make sure this is addressed. It looks like a Supervisor has contacted you via email to further assist and get this resolved for you. We appreciate your patience and please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

  Customer Answer

  Date: 06/03/2025

  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. Casper has offered to replace the defective product. 
  
  Sincerely,
  
  ****** ***
  
  
  
   
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bed frame with a wooden headboard from Casper Sleep in December 2024. The bed frame arrived in January, but the headboard was missing. I have spent the past five months repeatedly contacting Casper about this issue.Despite being told multiple times that the headboard was reordered, shipped, or "located at the warehouse," I have still not received it. On May 23, 2025, a Casper supervisor informed me that their delivery partner *** is now unable to locate the item at all, and no timeline for resolution was *********** addition, I received extra items I did not order, which Casper initially said *** would pick up. *** refused due to the items being unboxed (which Casper knew in advance), and I was told to dispose of them myselfwithout reimbursement.Ive made multiple efforts to resolve this directly, but all Ive received are vague assurances with no action. After five months, I still dont have the product I paid for, and there is no accountability or plan in place.Desired Outcome:Casper must reorder the correct wooden headboard immediately The headboard must be delivered and installed at no cost to me If this is not possible, I expect a full refund for the undelivered item

  Business Response

  Date: 05/28/2025

  Hi *******,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your delivery and our support team. This timeline is unacceptable and we want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  ******** ********** **** * ******************** ******************************************************** ************

  Customer Answer

  Date: 05/29/2025

  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. But if I do not receive satisfactory response within the 24 hours is promised I will have to escalate this.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Casper Sleep, Inc.Order Number: ********** Date of Purchase: August 2019 Nature of Complaint: Refusal to honor written mattress warranty I purchased a Casper Hybrid Mattress in August 2019, which comes with a 10-year limited warranty covering visible indentations greater than 1 inch. My mattress developed a qualifying indentation, and I submitted a warranty claim with photos showing the damage and my mattress base.Casper denied my claim on the grounds that I used a "box spring." However, their written warranty does not ban box springs or specify any required base other than a firm, structurally supportive surface, which I provided.I explained this to Casper and provided photos of my base, yet they still refused to process the warranty claim.I am requesting that Casper either:1. Honor their written warranty and replace the mattress, or 2. Refund the purchase price due to failure to honor their warranty terms.I have attached evidence, including the warranty language and my communications with Casper.

  Business Response

  Date: 05/20/2025

  Hi *****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  ******** ********** **** * ******************** ******************************************************** ************

  Customer Answer

  Date: 06/03/2025

  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:

  This complaint has NOT been resolved. I HAVE responded. 
  

  
  

   

   

   

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

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

  Business Response

  Date: 06/03/2025

  Hi *****,
  
  Thank you for reaching out and updating us on your experience. We have escalated this case to a Supervisor who is in touch with you so this replacement and removal can be expedited. We really appreciate your patience throughout this process. Our support team should be able to get a replacement mattress shipped in the next 24 hours. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  ******** ********** **** * ******************** ******************************************************** ************
  

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Casper mattress and contacted customer support to request a return at day 110 after delivery. I was consistently waking up with lower back pain, and while I noticed it early on, I tried to give the mattress time to adjust as Caspers policy encourages. Unfortunately, the pain worsened.I explained this clearly in my communication with their support team, who acknowledged the situation and escalated it to a supervisor. After days of waiting, they denied the return purely based on being 10 days past their 100-night trial, despite the fact that this was a physical discomfort issue and not just a matter of preference. They then instructed me that the only way to appeal would be to call removing any written paper trail.I believe this return request should have been honored as a reasonable exception, especially considering it was health-related and the request came within a very short window after the trial ended.

  Business Response

  Date: 05/20/2025

  Hi **********,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  ******** ********** **** * ******************** ******************************************************** ************

  Customer Answer

  Date: 05/30/2025

  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:

  
  Im writing regarding my complaint against Casper Sleep (ID #*********. The business responded saying a supervisor would contact me within 24 hours. I replied directly to their email, clearly requesting to continue the conversation in writing, but I never received any further follow-up or resolution.
  
  Since I did not receive a formal proposal or offer from the business, I was waiting before responding in the BBB portal.
  
  I would like the case to remain open or be reopened so I can confirm whether Casper will follow through with a real resolution. Please let me know if additional information is needed.
  
  Thank you,
  ********** *****
  

  
  

  Business Response

  Date: 06/10/2025

  Hi **********,
  
  Thank you for reaching out and updating us. We see that our return partner, *********, contacted you yesterday and has you scheduled for a pickup today, 6/10. If this not the case, please let us know. We will have the Supervisor that has been in contact with you, follow up with you and confirm. Assuming your scheduled removal takes place today, he will be able to confirm your refund has been pushed through by the end of the day tomorrow.

  Please dont hesitate to reach out with any other questions.

  
  Regards,
  
  ******** ********** **** * ******************** ******************************************************** ************

  Customer Answer

  Date: 06/15/2025

  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

  Date:04/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A bed frame and head broad was ordered. Only the head broad arrived and the delivery company told us it would be delivered in a different truck. We waited several days and decided to call the delivery company to see what the issue was and they said they would check the warehouse. No call back or solution so we called Casper. Casper stated the same the same thing twice different different calls. We emailed them once with no response. We called the third time today and they still stated that the delivery company was looking for the product. It's clear that the warehouse isn't so big that it takes 2 weeks to look for a product. Casper has yet to give a solution and has told me 3 times that I need to wait for the delivery company. It's clear that there is no solution.

  Business Response

  Date: 04/30/2025

  Hi *****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your delivery and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  ******** ********** **** * ******************** ********************************************************
  ************

  Customer Answer

  Date: 05/19/2025

  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:

  [Your Answer Here]

  Still no solution and waiting on delivery . Will update when a solution is found 

   

   

   

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

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

  Business Response

  Date: 05/20/2025

  Hi *****,
  
  Thank you for following up about your experience. We see that our team his been in contact with our delivery partner to resolve this as soon as possible. The Supervisor that has been in touch with you will continue to update you until this is resolved. We appreciate your continued patience and please dont hesitate to reach out with any other questions.
  
  Regards,
  ******** ********** **** * ******************** ******************************************************** ************

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The mattress we purchased came with a 100 night satisfaction guarantee. When we determined that we did not like the mattress, Casper agreed to refund or purchase price. However that refund was never sent. They told us on February 6th 2025 (and multiple times since that date) that the refund had been processed back to our credit card, but after almost 2 months of investigation by our bank they found that the refund was never sent. Casper lied and stole our money.

  Business Response

  Date: 04/01/2025

  Hi *****,
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with your return and our support team. We want to make sure this issue with your payment is addressed. We have escalated this case to a Supervisor who will be reaching out to you within the next 24 hours via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************
  

  Customer Answer

  Date: 04/07/2025

  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

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased casper mattress in the year of 2016(with 10 yrs warranty) We started noticing the change few weeks back( 2024 end to 2025 beginning) Visible indentations/ slope is there and when we sleep on it , one side of it sunkens even more. That area is lumpy as well. So we contacted and attached few photos along with the email to them(casper support).They initially asked us to send more photos.We sent them numerous photos of different sides along with original tags pics etc. PLease mind that its a cal **** mattress (very heavy)and for us middle aged couple it was not easy to toss and turn the *********** my husband has back issues. But we still sent them the necessary photos multiple times from different angles.They were never satisfied and how can we tell them the feeling that we are having sleeping on that mattress. Feeling cant be expressed in pictures right?They were as**** for more photos and were not satisfied. And eventually they stopped responding to our email. We have the whole email and purchase history of it.

  Business Response

  Date: 03/21/2025

  Hi ********
  
  Thank you for reaching out and making us aware of your experience. We apologize for any issues that have gone on with our product and our support team. We want to make sure this is addressed. We have escalated this case to a Supervisor who will be reaching out to you via email. Please dont hesitate to reach out with any other questions.
  
  Regards,
  
  Customer Experience Team | ********************
  ********************************************************
  ************

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress on 2/17/2025 for $669.66. Later that same day, I requested cancellation of the order. The order never shipped. The company refunded me 11 days later $653.66. I inquired about the remaining $16. They refused to refund the remainder and said "I'm afraid that the recycling fee is paid to the state per mattress order and we are unable to refund it as the money is not kept by us,". This is unacceptable and I require the remaining balance to be refunded.

  Customer Answer

  Date: 03/03/2025

  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,
  
  **** **********