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August 2024 by Christina
Great investment! We absolutely love our split-king Casper mattress and adjustable frame. Unfortunately, we had mechanical issues 4yrs in leading to a bent bolt causing the frame to no longer lie flat on one side. Devin at Southpark was my first point of contact who ref'd us to Casper's, Customer Experience to handle our warranty. Within a month of email correspondence to include pictures, they agreed to process our warranty but said there were no replacement frames anywhere due to supply chain delays, and were on backorder with an estimate of four months turnaround.
We never heard back from Casper even four months out so when I emailed again, they said the backorder estimate had been pushed back another two months. I proceeded to call Customer Experience to speak with a manager, waiting over 30 mins to no avail.
Thankfully, I reached out to Devin again explaining whole situation and within 24 hours he had found a replacement frame, locally and set up delivery. All the AI in the world will not replace the tangible, hands on, actual customer service that Devin provided for which we are very grateful. It is truly upon his expedited care, salvaging the mismanagement of Corporate that we can even recommend Casper as an option for others.
Devin, thank you!
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May 2024 by Sarah F
Andrew (the Manager) is amazing!! I had originally ordered a mattress online and ended up in tears over the online customer service. I called this actual store - got Andrew and within 15 minutes he had me set up with everything I needed AND personally delivered the mattress so I didn’t have to sleep on my airbed anymore. One of the best experiences I’ve had shopping, and a great night sleep to top it off.
Thank you Andrew!!!
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January 2024 by Carrie Raeburn
Needed a certain Caspar mattress and Caleb made it happen. Best mattresses ever.
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September 2023 by kimberly malaspina
Omg what a great experience- Lauren was amazing and so helpful and was so attentive. If you’re gonna shop Casper, go to the store for her, worth the trip ?
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March 2023 by Bruno Boy
I visited the Casper store this morning with the intention of purchasing a down pillow, but I must say that I left feeling quite disappointed with my shopping experience.Upon entering the store, I noticed that the staff did not seem welcoming at all. There was no greeting or acknowledgement, and they didn't even bother to stand up as I approached. This lack of attentiveness made me feel unwelcome and set a negative tone for the rest of my visit.When I inquired about the down pillow I was interested in, the staff member simply placed a pillow cover on top of it without actually putting it on the pillow. This seemed quite lazy and unprofessional, as I expected a better presentation and assistance with the product.I also expressed interest in a mattress, but the staff member seemed uncomfortable and was unwilling to properly show it to us. This made it difficult for me to make an informed decision and put me off from making a purchase.Overall, I was very disappointed with my shopping experience at the Casper store. The unwelcoming atmosphere, lack of professionalism, and reluctance to assist with product inquiries left me feeling unsatisfied. I hope the store management takes this feedback into account and works on improving customer service for future shoppers
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October 2022 by William Shillinglaw
Stores like this is why amazon gets my buisness, figured I'd buy direct...WRONG! customer service absolutely horrible. Even after all the hassle was over I pull out my wallet , crisp hundred dollar Bills. "We dont take cash" WTAF!
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February 2022 by Kaleb Tucker
Today we visited Casper Southpark to look for a new mattress. The folks there were very knowledgeable and listed to our needs before recommending a product. We ended up bundling a few items and receiving a very good deal. Would highly recommend working with Devin. He is dedicated to the product and customer service.
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October 2021 by tucca87
So very disappointed. was told my order was returnable with 100 return policy. however when we started our return around maybe 40days after it was delivered we are not getting our money for the foundation back. I hate the size of the mattress so i cant even reuse the foundation. i dont understand how they call that good customer service. An actual person that works at casper told my husband everything was returnable within the 100 days and now its NOT!! DO NOT BUY!! HAS A TERRIBLE SMELL THAT DID NOT GO AWAY EITHER!!
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October 2021 by Courtney Hooks
I had a wonderful nap appointment experience here. I was not rushed and he took time to explain everything as well as sending promotion deals to my email.
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September 2021 by Emma Way
Andrew, one of the managers at Casper, is a SAINT! He’s actually my hero. I’ve been without a bed for some time waiting for my Casper mattress to ship, and Andrew not only found a solution to my long wait, but made me feel heard. Andrew could teach a masterclass in customer service. Give this man a raise!!!
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August 2021 by lynn j
Staff is great at this location! The problems currently as is with many furniture places is shipping. I ordered my mattress on 7/5/2021 and requested a delivery date of 7/23/2021. I have still not received tracking information (it's 7/28) for my mattress meaning, it hasn't even been packaged yet. If you are planning on ordering just be aware that things are taking at least a month before they are even going out.
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July 2021 by Don Johnson
Great Customer Svc... Mary Katherine was a delight! Very knowledgeable. I will have my lovely Casper mattress before Thanksgiving and I am so excited!Also, thanks for the $300 military discount!!! Casper puts their money where their mouth is when it comes to the empty "thank you for your service" rhetoric people say.
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November 2020 by Kate Campbell
Amazing customer service! Would highly recommend this store! Huge shoutout to Rae, she made the entire process go so smoothly from start to finish, even with some unique circumstances and challenges. She was so sweet, kind, knowledgeable, and patient. I am so grateful for her compassion and expertise! I really appreciate how accommodating Casper is to specific needs! Also, thanks to Devin for the directions and heavy lifting!! You guys are awesome!!
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October 2020 by Lush Angel
Great people
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October 2020 by Candace Stamper
My husband and I went in to test mattresses out after looking online. Everybody in the store was incredibly nice, Todd specifically. He educated us about the mattresses and differences, gave us the chance to test them all out, and let us make a decision without being pushy in the least! We are stoked on our purchase and would absolutely go back anytime for their stellar customer service!
