Casper Mattress Reviews

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 an defect. Rather than replace the mattress, Casper wants to send a new mattress cover that I would have to install myself. This is despite of the fact that Casper's own website says "DO NOT unzip the mattress cover" and "customers should not remove the cover for any reason". The Casper website's warranty page ([Link: **]) explicitly states that the mattress cover is covered, but damages resulting from removing it are not. So, 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. I will be taking advantage of the 100-day return.

I ordered a pillow from Casper, only to find that using it gave me neck pain. After trying it for a couple of days, I went online to process a return against it. The web site accepted the return request, even changing the order status to "Returned", but I never got an email with further instructions. When I called Customer Service, I was told they don't allow returns of used pillows. *Try their pillows at your own risk.*

I was so excited to get my Casper Snow. I have wanted it since lying on the one on display 2 years ago. I finally decided to bite the bullet and pay over $2,100 for it. I am completely disappointed, it is nothing like the one on display at my local mattress store. It is hard as a rock. I wake with my back aching. It does NOT expand to 12", it was barely 10" at head and 8" at feet. I put in a claim with the store I purchased it at. They picked it up and brought me another one. SAME ISSUE - hard as concrete and has not expanded to 12". Do not purchase unless you like a low profile hard as concrete mattress!!

If I can, I would leave zero stars for this company. First of all they ask so many personal security questions to buy a mattress. I had to provide my DL/passport to buy my mattress. Secondly they cancelled my order twice. First for not sending a copy of my license and second because my billing address did not match the drivers license. My payment had no issues, I had to share with them the reason why I did not update my address and even then they cancelled. It was the most frustrating and annoying experience.

They delivered mattress in torn up box that was taped over and over to hold it together. Clearly, the integrity box was ruined. This is health issue. I paid for new undamaged mattress in full. But we got one in that looks like it went through the meat grinder. I asked Casper if they can send a new one and the answer was no many times. No exchange. They wanted proof, here is it is Casper!

I recently purchased a mattress and box spring from Casper, and while I have to say the mattress itself is incredibly comfortable and supportive, my experience with customer service has been nothing short of frustrating. The mattress arrived on time and is as advertised—super comfortable with a good balance of firmness and softness. I’ve been sleeping better since switching to it, and I have no complaints about the quality of the product itself.

I purchased a Casper pillow from an authorized retailer and the product states 12+ hours of cooling and it lasts maybe 4 mins before it is as hot as your body. So do not buy it. Then when you try and return a product that is clearly false advertising. They give you a song and dance about this is how it works so they won’t honour the return. I contact Casper customer service and they say they have a trial period return but won’t honour it.

We have a queen hybrid mattress we bought in 2020 and a king hybrid mattress we bought a year ago. After moving with professional movers, the queen mattress is fine, and the king mattress has a huge dent in the center of it that can be felt while sleeping. After reaching out to the company, they denied my warranty claim, even though a mattress that comes folded into a box, is not under warranty after it's moved by professional movers. I will never buy a Casper mattress again. Terrible warranty even though they claim it lasts over 10 years.

The adjustable base only lasted 3.5 years. We were told the base was covered under the warranty when we purchased it, but turns out it isn't. Very disappointing quality of the base and horrible customer service. Do not buy.

I am very disappointed with Casper online. I bought my new mattress online and two days shipping is the statement online. I called the Customer today April 4, 2024. My mattress model has an issue and will not deliver soon. The customer service representative told me one more week. I have no mattress to sleep, I just moved to a new home. The website didn't say out of stock or not available! I trusted the website. I will never buy online again. This is unfair and dishonest. I should know that is a problem with the mattress model, so I could choose something else. Very, very disappointed with CASPER ONLINE.