Reviews

This profile includes reviews 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

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  Casper Sleep Inc.

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

Review Details

• Review fromThomas P

  Date: 04/09/2024

  1 star
  Deceptive Return Policy and ********************** I have tried to return the mattress I bought from them. The mattress felt great but was extremely hot. I've sent three emails requesting a return. I got one response (a ticket number) but nothing about the procedure for sending it back. Their 100 day trial is actually only 30 days for a full refund, after 30 days they prorate the refund.

• Review fromJason H

  Date: 03/14/2024

  1 star
  Foam inside dog bed should be covered with water/moisture repellent fabricit isnt. My dog vomits occasionally in the bed, which then is absorbed through the outer layer and sucked up by the foam.Its impossible to clean foam which causes the bed to stink even if you wash the outer layer.Casper would not stand behind this issue which is a flaw in the bed.

• Review fromVictoria F

  Date: 02/19/2024

  1 star
  These mattresses are highly toxic. Despite purchasing one of their "fiberglass-free" mattresses, the Wave Hybrid Snow (for nearly $4000), I was left with a mattress that leeches a sparkly substance onto anything it touches. The "snow" material seems to be breaking down and leeching through the mattress cover and all over my textiles. Mattress was bagged (treated as toxic) and removed, and all indication of this substance has since ceased. Casper determined it is not their problem, and refuse to be of any assistance. They did not even allow me to send the mattress back to them so they could see it. They are poisoning their customers, contaminating their homes, and they don't even care.

• Review fromBrett W

  Date: 01/30/2024

  1 star
  Fraud, upsold me to a higher tier mattress base after telling me that the one I wanted would be on back order until April. I was charged over $300 more and then got an email that the upgraded base would also not be available for order on the dates I paid for. I spoke with ******* at the cooperate customer service number who struggled to communicate in English and was unable to even attempt to connect me with someone that could actually help or take responsibility for lies I was told. I then called the store directly where I purchased the mattress in ********* **** and spoke with **** the assistant manager who told me the store manager was out sick and would not be able to respond for over a week. Between the strore itself and cooperate, it is very clear that no one at Casper is accountable for what their sales reps are telling customers and for what is being promised before $3,500-$4,000 charges are being placed on our credit card. I am currently in the process with my lawyers of finding the rest of the customers that have been defrauded as ******* mentioned there were thousands of others now dealing with this same issue and they did not currently have a way to address fixing these issues for their customers that they lied to. I will be continuing to do whatever I have to regardless of how long it takes to make sure other customers that were lied to are aware of this issue and the lack of accountability that Casper is taking.

• Review fromBen H

  Date: 12/12/2023

  1 star
  I ordered a Wave Hybrid ******************* and Adjustable Base *** on 11/9/23. I chose white glove delivery. I received a text on 11/14 asking me to schedule the delivery. I did not. The next day I received a text stating my delivery was confirmed for 11/16. I called the the delivery company (***) and told them I was not available. *** said they could not change the delivery and I needed to call Casper. I called and spoke with an employee at ******************* Casper store where I made the purchase. I was told to call Casper Support. I called Casper Support after work. The person I spoke to said they would contact ***. That evening I emailed Casper Support and ***. The next day I received an email from *** informing me the delivery could not be canceled. I was instructed to decline the deliver and to ask to reschedule. I did not receive a call. I emailed *** on 11/21 and 11/22. I received a reply on 11/23. Apparently, the delivery team said I had canceled the order. I emailed stating I wanted the items. I scheduled delivery for 12/5. I emailed on 12/4, as I had not been provided with a 4-hour delivery window. *** replied that the delivery would not happen. They provided no explanation or apology. I eventually learned *** misplaced my order. *** located my items on 12/7. They scheduled delivery for the next day (12/8) without checking with me. My mother was able to rearrange her schedule to be there. They cancelled the delivery at 12:35 pm on the scheduled day. I called Casper Support. They refunded the delivery fee. I was given a window for delivery on 12/9. The *** team arrived within the window and assembled the bed but could not get the adjustable base to work. I emailed Casper Support. I was provided with a list of instructions to troubleshoot the problem myself. I insisted they send someone to fix it. *** is scheduled to come on 12/14. They are not bringing a replacement. If it is truly broken they will have to come back yet again.

• Review fromCheryl J

  Date: 12/10/2023

  1 star
  They have misleading marketing for their products and their return policies.

• Review fromCory J

  Date: 10/03/2023

  1 star
  I purchased a mattress and fiberglass came out of the mattress causing me to throw away many items along with health concerns from fiberglass exposure. I never took the mattress cover off and mattress was only about 2 years old. At first they said they would compensate me for some of the damage caused to my possessions. As soon as someone picked up the mattress they've been ignoring my emails. I will now have to pursue legal action in small claims court.

• Review fromEmily W

  Date: 09/16/2023

  1 star
  Casper shipped us a bed with broken frame and refused to take responsibility, their customer service is the worst. Spent hours on the phone with a bunch of representatives that had no idea what they were doing and obviously dont value their line of work. They lied multiple times to us and will never follow up. **************** told us lots of Casper bed frames arrive broken. They also dumped the mattress on the floor and tried to leave without assembling. Good luck if you buy from Casper. Id give them negative stars if I could.

• Review fromDom L

  Date: 08/21/2023

  1 star
  We purchased one of their mattresses October of last year (2022) within 3 months the mattress lost it's shape on header and bottom part besides creating pockets right under our backs. After providing pictures from all angles showing the problems we started the warranty process, we really wanted to upgrade for a better product if they offered us the chance which they claimed they did, however it's August 2023 and still after tons on emails back and forth they keep stating they'll expedite this claim without any resolution. Avoid the headaches, buy to a company that at least backs up their products specially when they are expensive.

• Review fromAneel M

  Date: 08/16/2023

  1 star
  I'm trying to return a Casper mattress that is clearly defective and have made 6 calls and numerous emails trying to get someone to come pick it up. I live in a gated community and their pickup partners don't want to accept the risk of me leaving the mattress outside for them to come pick up. Even after asking for updates through email, I get no response and when I call in, the representatives continue to tell me that they will work with their pickup partners to schedule something. It's been literally a month and there has been no resolution. Really thinking about doing a chargeback now because of the constant back and forth. I want this uncomfortable defective mattress gone! I strongly suggest not purchasing a casper mattress.