-
August 2022 by Miriam Scheffer
We bought an adjustable base pro king bed frame from Casper by internet but it didn't work properly. Both sides were not aligned. We needed customer support and it was extremely slow, ineffective, and not at all concerned with customer satisfaction. After a long time, they sent some loose parts to be exchanged and it didn't fix it. The assembler himself, who knew little about the product, said that the bed frames used to work misaligned. After many months they sent another bed. We had the same problem. Casper was not flexible in negotiating, as we could even keep the bed, but we wanted some discount, or other products sent to us to compensate for these 4-5 months of stress. Even having purchased the bed frame, the mattress, sheet, pillows,... that is, having spent a VERY considerable amount of money with Casper, they were not very careful. We decided to return the bed frame. Now we realize that the pillowcase is opening the clasp in less than 5 months of use. We are extremely disappointed in this brand and customer service.
-
June 2022 by Shashank Bhavaraju
Nice place for beds and mattresses
-
February 2022 by Miguel Goldfeld
Changed 5* (the purchase experience) to 1*.Bought mattress + adjustable base in Dec'21. Was supposed to be delivered on 1/24, it was delayed to 1/29, and finally (after calling many times) re-scheduled 2/5.The delivery came 2 hours after the time window give.... but they brought the WRONG base.Impossible to talk with a human being about what they are going to do about it... After talking with someone on 2/7, they told they will call back in 2hs. 2/9 and still waiting...Not exactly a good shopping experience, no-one taking any responsibility.
-
September 2021 by Bill Multer
The plus for Casper is few choices in mattresses. The downside few choices. The salesgirl was excellent in explaining the difference in styles. Prices were reasonable
-
May 2021 by Mita M.
I bought a Casper mattress which was delivered today. My mattress is still in the box and I am already writing a review because I am so disappointed with the delivery process. I have recently moved and am in the market for buying a lot of new things. I recently bought a Sleep Number bed and mattress for myself. This Casper mattress is for my guest bedroom. I did not want to order online and went into the Casper store at The Westchester Mall just so that I would be able to order my mattress and have it safely delivered to my home, without my having to struggle with a huge mattress. I was told I would get free delivery through UPS and I would be getting a text on my phone. Yesterday I got an email and a text saying my mattress would be delivered today. Since 9am I have been expecting the delivery. At 6:21pm UPS left the mattress at my front door, WITHOUT texting or calling or informing me in any way. I was not given a delivery window and I waited all day only to find out it was left downstairs for me to drag up to my second-floor apartment! What was the point of going to the store to order the mattress? On a Saturday evening, with not a soul around, I had to push the mattress to the elevator. I am a senior citizen who has had shoulder surgery. This was not easy for me. On the second floor, as the doors opened, there was a nice young lady who offered to help me. At that point I was in so much pain, I could do nothing at all. She pushed and pulled and used all her strength to bring it to my apartment door. This was not pleasant at all. I am now applying ice packs to my shoulder. I hope the nice young lady did not hurt herself. Now is this the kind of service one expects to get after spending a thousand dollars on one mattress??? This is ridiculously bad customer service. By the way, nobody picks up at Casper Customer Service after 6pm on a Saturday. I heard so many good things about the Casper mattress and that is why I wanted to buy one. But if you are not strong and able-bodied, I suggest you buy from Sleep Number instead. Casper does not care about delivery. How could UPS have left such a huge package at my door and not called me? I would have paid for a delivery inside my home rather than accept free delivery of a mattress to the front door. The option is not offered by Casper. All other businesses are delivering to my home and setting up my furniture, other than Casper. I would happily have paid for in-home delivery over damaging my shoulder, my back and my health. I would have happily produced my Vaccine card to show I am fully vaccinated and there is really no threat of Covid from a maximum ten-minute delivery to my home. If all other businesses can do it, why can't Casper? How can they expect someone like me to buy from them again?
-
November 2020 by Michael Levine
Very helpful staff, good showroom, comfy beds
-
November 2020 by Logan Smith
Best mattress on Earth
-
March 2020 by Ccc C.
The customer service and retail store gave us very confusing information. I recommended my friend to purchase a Casper mattress frame in westchester mall white plains NY, and noted that I will receive $75 amazon gift card. I called Casper customer services twice for this issue. In local store in westchester, seller told my friend that I am qualified the gift card. Then I did not receive my card in 1 week. I called Casper customer service. Casper service told me that I am qualified for this and will send me the gift card soon. After 1 more week, I still did not receive gift card. I need to call them again. Then their supervisor in Customer service told me that I am not qualified due to their policy. The information is very inconsistent and customer service is useless. Casper business is not sincere.
-
September 2019 by Eric M.
The store was tinier than I thought it would be, mostly because I'm used to the mattress stores with dozens of different models on display, whereas Casper only has a handful. Sales person was pleasant and helpful. No issues there. The problems came with delivery. Though we could have walked out with the mattress, it was cumbersome and heavy (we needed a king) and we wanted to do more shopping. It was a Monday and the salesperson gave us a window for delivery of Wednesday to Friday. When it didn't arrive by then, I contacted Casper help and was told that the salesperson couldn't see the entire inventory and where it was, so there estimate was off. Our mattress was coming from Georgia and would take a few more days, but would be there by Tuesday. It didn't arrive either Tuesday or Wednesday, so I called again on Thursday. This time I was told that it looked like it never shipped, so they were going to ship out another one which I was told would arrive on Tuesday. Finally, it arrived, on the day they said. However, on Saturday, I received notice that another mattress had been shipped. I tried calling them, but after half an hour listening to the same repeated cute anecdotes (did you know otters sleep holding hands?), I hung up and tried contacting them via their webmail, telling them to stop the delivery. This didn't work and another mattress arrived. I was away, but someone brought it in to the garage. When I returned, I contacted them via text messaging. It took a while, but someone got back to me and a UPS pickup was arranged, but first I had to remove all the old shipping labels, put on a note saying the package was for UPS pickup, and drag the 100 lb mattress back outside, waiting for pickup. A lot of work on my part for their mistake. This is not to say I won't consider their mattresses again in the future, I just won't let it be delivered.
