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August 2023 by Retta Gavin
Unfortunately I had a very bad experience with Casper, and was given limited options for fixing the solution. If you are planning to order more than just a mattress I would think twice, as the communication between the Casper store, Casper Corporate, and third party suppliers/delivery services is completely disjointed.My mattress, adjustable base, and headboard all arrived separately. The base arrived first, and I was told that will get set up when the headboard arrived.When the headboard came, the delivery crew was “not authorized” to set up the base, only the headboard. They left without setting up either.A new crew came out (weeks later) to assemble the pieces. They discovered that I did not have the additional bracket piece needed for that headboard/base combo.Casper was unable to provide the bracket free of charge, so I had to pay for this piece, with this promise that it would be refunded later.After the bracket arrived (weeks later), a new crew was sent out to complete the installation. This crew discovered that the bracket only came with enough screws to attach it to the frame. They did not have screws to attach the headboard to the bracket. They left with my headboard (still) not set up.The delivery/installation company is supposed to provide a timeframe the day before delivery, plus a 30 minute heads up. Several instances I received only a phone call saying “we’ll be there in 5 minutes”. I had to cancel meetings and leave work early a few times to meet them, or I risked missing them and having to reschedule. If you do not have a flexible work schedule, DO NOT plan on this delivery service working for you.Despite loving the products themselves, Casper Customer service would not provide any compensation for the 2-months of hassle this purchase has caused me, unless I return the order for a refund.Since I STILL (2 months later) do not have an installed set, I do not have the patience to try to make it work. Since there was no other option, I am having my items returned for a refund. I’m left with 2 months wasted, and no bed.Throughout the process, each delivery/installation crew said “oh yeah, this happens all the time.”The Casper store tried to be helpful, but unfortunately all the customer service is done “Corporately”. So if you’re hoping to purchase in the store, thinking you’ll get customized customer service, you won’t.So, long story short, if you’re getting anything that would require installation or set up, don’t bother, and spend your money elsewhere.
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June 2023 by Austin T.
Had a wonderful experience today thanks to Dennis! Both of the staffed welcomed us in, made us feel at home and we're ready to guide us through the process as soon as we were ready. Zero pressure. Dennis was extremely helpful, educational, and over all friendly. This will be our first Casper purchase, I'll check back in to give an update once our mattress arrives. Thanks Dennis!
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May 2023 by Derynn W.
Loved my experience here. Minet was so kind and accommodating!Got to try all of the mattresses and some pillows. The pillows came home with me! SO comfy!
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March 2023 by Cassondra Harder
I stopped in to get some odds and ends bedding and wasn't expecting the great customer service I got! The two ladies working were about the nicest, most helpful people I've come across in ATL. I hated to leave the store!
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July 2022 by Ashlynn Massey
Jocelin was AMAZING! UPS gave us a hard time with our delivery and she was there every step of the way to make sure we got what we needed and had all of our questions answered. She went above and beyond for us. She stayed on top of it and checked in with me throughout the process. She handled everything professionally from ordering our mattress to us finally getting it. Thank you Jocelin for everything you are truly amazing!
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July 2022 by Ashlynn M.
Jocelin was AMAZING! UPS gave us a hard time with our delivery and she was there every step of the way to make sure we got what we needed and had all of our questions answered. She went above and beyond for us. She stayed on top of it and checked in with me throughout the process. She handled everything professionally from ordering our mattress to us finally getting it. Thank you Jocelin for everything you are truly amazing!
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April 2022 by Disa Robb
I recently bought the Original mattress from the Ponce City Market location. I was in the market for a new mattress and it was also my first time buying a mattress for myself. I researched and heard through friends about Casper before visiting the location. I've only heard good things so I decided that for my new place I wanted to sleep luxuriously on a Casper.As soon as I arrived I was greeted by the manager Jocelin. She listened thoroughly to my requests and expectations of my next mattress. She engaged with the conversation, made note of my lifestyle and suggested I lay on each mattress to get a feel for what I want.Immediately I fell in love with the Original as it was the right amount of firm and soft. To make the experience even better she brought over their weighted blanket and pillows for me to try. She walked through the new blankets they had on display, the robe, and duvets. I was super impressed by the way she presented the information and suggested items based off the conversation we were having. She did not pressure me into buying everything but I will definitely be back to get the rest of the items. Especially the pillows!If you're in the market for a new mattress I highly recommend a Casper (this is coming from someone who had a mattress with springs) and shopping with Jocelin. She will ensure you have a great shopping experience and make sure you walk out with the best.
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April 2022 by Brittany Watts
y’all the customer service here is the best I have ever witnessed in any furniture store, we met the sweetest man here today Mr. Larry, he reminded me of my grandfather who was my best friend when he was with us I was in tears of joy when I left here due to his down to earth honest personality , he knew his mattresses very well as well and could tell you anything you needed to know when we do decided to take the step and purchase a mattress this man will be who I would want it from he knew the ins and outs of everything in store it’s nice too see people who still care about the company they work for. Casper hired a good one when they found him he honestly cares about your company.
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May 2021 by John Pinion
My wife and I had a great experience at the Casper store. We arrived about an hour before closing and there was nobody else in the store besides the sales associates Keith and Craig. They let us try out all the options there, answered all the questions we had, and told us their experience they had with their own Casper mattresses. They were very friendly, knowledgeable, and patient as we talked things over after trying out all the options. We left the store that day with a mattress, mattress protector, pillow, and sheet set in hand and 3 months later are very satisfied with the purchase. Would definitely recommend stopping by the store if you are looking for a new mattress and want to try before you buy.
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October 2020 by Colin J.
No One Home. As I sit in my parked car, staring at this closed Casper store at 6:15pm, I have to wonder why it is closed. Google and Yelp tell me it closes at 7. With no hours posted on the door, nor a note, I have to wonder about the quality of Casper, the organization. I planned when I would arrive based on the posted hours. Casper, my time is worth something. As I look at mattresses, I will factor in this cost to me. If you don't want to be open at a certain time, just update your hours. At least post a note on the door.
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October 2020 by Janelle C.
Great experience in this store. Love that the salespeople are not working on commission - no pressure. It's unlike other mattress stores nearby. We checked out the beds, chose what we wanted, and were helped to place the order. We'd done a good amount of research and were ready and very happy with the process. Delivery was great - a few minor hiccups, but customer service took care of us and then some, with a full refund of delivery fees that arrived on my credit card account almost immediately. We love the bed so far. We feel really great about having the 100 nights to sleep on it and return for a full refund if needed, too. When we asked friends and family for mattress recommendations, Casper was far and away the No. 1 answer. We get it now.
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September 2020 by Debra M.
CAUTION! Do NOT purchase @Casper bedding. Poorly managed company! They over promise and under deliver! I ordered top-of-the-line bedding and adjustable frame from the Lenox Square location on 8/12/20. Was promised delivery in about 10 days; thus I expected delivery around 8/22. Followed up several times. Each time my delivery date was pushed further out, Now it looks like ETA isn't until sometime in October...possibly 60 days from order date (not 10). Buyer beware! Since they can't deliver when they're making a sale, I can only imagine how poorly they must honor their 100-night free sleep.
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May 2020 by H Lane
Dishonest sales team! My wife and I purchased a top-of-the-line Casper mattress and frame on Feb. 13, 2020. Our sales person was Jocelyn. The store manager, Christian, told us that he would throw in 2 standard down pillows and a mattress protector since we were getting such an expensive mattress. He told us we could pay the difference ($40 more) and upgrade one of the pillows to a king size. We went in planning to buy a less expensive mattress. He knew I had "sticker shock" and gave us incentive to make the purchase. They suggested we wait until the next day to take advantage of a sale. So we called our sales person, Jocelyn, the next day (Feb. 14) and made the purchase with her on the phone. The day we visited the store, we were told we would need to come back after the mattress was purchased to get our free items. Christian said free items could not be shipped- they had to be picked up in the store.After we got our mattress delivered we called the store to see if they had the 3 things in stock that we were told we could have. They said they did. When we got to the store they told us it would be over $400 for the items. Neither Christian nor Jocelyn were working that day. After a long runaround and several phone calls to Christian they would only give us one standard pillow. While we were at the store to get our free items Christian told me at one point on the phone he could only give us 2 items- the mattress protector and one pillow- for no charge. He said there was no way he could give us 3 free items. In a few minutes he texted one of the salesmen that we could only get one pillow- that we would have to pay for anything else. So we arrived at the store expecting our 3 free items, were then told by Christian the most he could give us was 2 items, and then ended up with only one free item.Casper customer service people (1-800 number) were nice enough, apologized profusely for the way we were treated but said there was nothing they could do. Hopefully, our experience with this store will help you protect yourself if you choose to go there. My suggestion- go there to try the mattresses then make your purchase on line.I consider Christian untrustworthy. If he makes an offer please get it in writing. Other salesmen at the store probably think they can't speak up about the truth b/c of the issues that would cause with Christian, their boss. At one point Christian told me over the phone if I wasn't happy we could return the mattress and call customer service. Wow! Great strategy Christian! Way to run a business!
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May 2020 by Meg Pearson
We had such a ridiculously good experience trying out mattresses at this location. Particular praise to Quentin, who was a terrific assistant and a great help to us. We lay on all their mattresses, chose easily, bought it, put a king sized hybrid into our car (!) with Quentin’s help, and drove off to dreamland! ❤️
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May 2020 by Faith Grady
I'm usually not the type to write a review, but my experience at this store was so awesome that I decided to share! The staff was amazing! Quintin, was my sales person and he was very helpful, kind, and knowledgeable. I tend to ask a lot of questions and he patiently answered all of them. He also didn't pressure me into making a purchase, which is a plus, as I usually dread going into mattress stores because of this. Quintin is now my go to guy for all things Casper!
