Casper Reviews 6,089

I had an incredibly frustrating experience with Casper's customer service. I placed an order using an invoice generated by one of their employees, but it appears they entered the wrong pin code. As a result, their system automatically cancelled the order.

When I called customer service, I was repeatedly told that because the system had rejected the order, there was nothing they could do. I pushed back since my credit card had already been charged. Eventually, one representative identified the pin code error and issued a new invoice. I double-checked everything before placing the second order — only for it to be cancelled again.

Now, two transactions for mattresses have been charged to my credit card, maxing it out, and I have no order to show for it. Despite repeated calls, support continues to say they don’t know why this is happening.

Initially, I was told the refund would appear within 2–3 days. The suggested time frame had already passed when I contacted them, when I mentioned this the support person changed to 14 days and apologised for the misinformation.

What I simply cannot understand is why Casper would hold funds for nearly a month on two failed transactions for products that were never delivered. The cancellations were immediate and entirely due to their own system and employee errors.

This experience has been exhausting. The lack of communication, accountability, and urgency is unacceptable. Frankly, holding on to customer funds under these circumstances feels not only irresponsible but unethical.

Date of experience: May 20, 2025

Was great till it wasn't, was happy to spend a lot of money on the bed due to its 10 year warranty…low and behold the 10 year warranty is all marketing. I have massive dip in my bed causing me back pain and neck pain as essentially sleeping in a bath, and you have to jump through a million hoops to get the mattress replaced, asked for a million photos and then keep asking for more, want me to use string, tape and my phone all at once to show the indentation I have clearly already showed.

Absalute joke of customer service

Date of experience: May 03, 2025

I had exceptional service from Casper for a few purchases. In one case, a pillow shipped a lot later than normal and they remedied the situation without me even asking. The products are great - the cooling pillow actually cools, and my Snow mattress is perfect.

Date of experience: July 21, 2024

As title stated, buying from Casper was one of the worst experiences I had with a retailer.

I ordered the repose bedframe with pillowboard back in November, with the estimated delivery date in early January. I understood holiday seasons and shipping delays, so I was expecting it probably by the end of Jan the latest. Feb comes and no sign of any shipping or order updates (no tracking was provided in any given time). I contacted customer service and after emailing back & forth for days the only info they could provide is that it was "in-route". A week goes by no update, contacted CS again and was told it's "almost" at their shipping partner which is a 3rd party that they use for delivery. Another week goes by, contacted CS again, this time they told me the "shipment has been lost"! I tried to remain patience when they told me they will send a replacement right away. Same story, another 2-3 weeks go by and multiple emails, no updates, phone calls, or tracking info... It is now almost 3 months from the day I ordered. I finally decided it is not worth my mental stress and physical stress of sleeping on the floor for months. I requested a full refund and take my money elsewhere.

I will never spend another cent with Casper and would recommend others to do the same.

Date of experience: March 08, 2025

They do not honour their guarantee - we purchased a bed from them in 2019 which is now causing back problems as it has sagged.
We initially dealt with a member of their team who was helpful and we exchanged many detailed emails with supporting evidence and pictures as requested. We were then handed over to Michelle who deals with the UK who suggested we turn the bed (which we had previously explained we did regularly) and purchase a £300 topper - she just wanted us off her to do list appalling service and didn't even respond to emails

Date of experience: January 31, 2025

This review is specifically in regard to the waterproof mattress protector. I’ve had the mattress protector for about a year and it has done a good job protecting my mattress from menstrual spotting (the most common stain danger for my mattress). But this weekend, it unfortunately had to deal with a much heavier duty test case: large volume diarrhea from a bacterial intestinal infection.

I was so worried that I was going to pull up the mattress protector and find the foul stuff had managed to get through. But that’s not what happened: my mattress remains pristine.

I’m not usually a review writer. But when something does its job this well I think it’s worth noting.

My mattress itself, a hybrid model that I’ve had for three or four years, remains super comfy.

Date of experience: February 15, 2025

Recently purchased a casper pillow -- and don't regret it!

It was the normal and patented casper standard pillow. I also purchased the feather pillow, but the standard pillow is really the winner.

I use both nightly and improve on my sleep quality as it's flexible and the perfect size.

Date of experience: December 01, 2024

stand up company I had problems with my bed and they gladly replaced picked up and upgraded my mattress I cannot say better things about this company The mattress I have now is unbelievably comfortable and like it was built correctly

Date of experience: January 17, 2025

I recently purchased a Snow 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.

However, the customer service experience left a lot to be desired. When I ordered my mattress and box spring, I was told that the box spring would be picked up after delivery, as part of a "one-for-one" policy. But when I called to schedule the pickup, they told me that this was not the case—apparently, I was responsible for disposing of the box spring myself. I even had to go through multiple calls to get clarity on the issue. Every time I spoke to someone, I received a different answer, and in the end, no one was willing to honor the initial promise.

While the mattress is great, the lack of follow-through on their customer service policies and the lack of accountability has left a bad taste in my mouth. If you're looking for a solid mattress and don't mind potentially dealing with poor customer service, Casper is a good option. But if you expect them to stand by their promises, be prepared for some disappointment.

Date of experience: January 10, 2025

Bought the Casper Snow, bc everyone says you need a good mattress.

After a month, I can barely tell a difference between the Snow and the $300 Amazon mattress I had for the past 6 years, that I never even rotated. I’m so confused by this.

Don’t bother getting the pillows either, you’ll lay your head on it and go straight to the mattress. It’s not, but it feels like a goose down pillow missing 3/4 of the stuffing. It’s okay if I fold it in half, but that’s a ridiculous way to sleep. It now rests in between my legs or on the floor.

Oh, I’m also arguably sleeping warmer on the Snow than I did on the $300 Amazon mattress. Have woken up drenched 3 times in a month and that maybe happened 3 times over the life of my old mattress.

I’ll admit it so you don’t make the same mistake. I paid $3,000 for a heavier & more difficult mattress to dress, awful pillows, and sweaty sleeping.

Date of experience: January 20, 2025

Date of experience: January 05, 2025

I purchased a pair of Casper pillow based on past experience but I have to say these 2 pillows are not good with people who have neck pain. My husband and I were waking up with neck pain and not feeling rested. Unfortunately I threw away my receipt and unable to do anything with these pillows. I called Casper for customer support for help and was told to write a review. So here it is my review.

Date of experience: January 10, 2025

I don't even know where to begin.
I liked Casper mattresses and have bought 6 over the years; in store. All good.
3 MONTHAS AGO, I order two beds and bed frames. Even though they assure delivery and setup within 5 weeks, I AM STILL WAITING. Even worse, they DID deliver one (!) bed correctly 5 weeks ago (after 7 weeks!) BUT it was missing the bedframe. The other bed, they delivered in the wrong color AND a missing bed frame. Now, 12 weeks later, I am still (!) waiting for the correct 2nd bed and both (!) bed frames!
They say, even though they have the correct items to ship in stock, they cannot do an accelerated shipment & delivery (note: to make up for their own mistake) but can only follow the regular procedures, ie another 5 weeks!
Now, I am 12 weeks in and have still not received anything.
All you get is very kind and willing customer reps... who have no clue and are not authorized (or capable) to escalate and resolve their own (!) issue of (a) not abiding by their own timelines and (b) take accountability for their own mistakes.
On top of that, they have a shipment partner called RXO and when I got the wrong delivery TWICE, one is blaming the other (in best case) and (in worst case) no one knows what the other is doing. Hence, you - as the customer - are stuck in the middle and get no answers and resolutions.
Given my experience so far - 12 weeks in the making! - and still no resolution in sight: I would NEVER buy CASPER furniture again.
Stay away from it. CB2 got beautiful beds and similar prices and their customer service is second to none.
This CASPER experience is so bad, I even wrote the CEO on LinkedIn - as I am a fellow CEO and appreciate first hand feedback - but he never even cared to respond in 8 weeks.
As a customer, you are left on your own, have to chase them down all the time and get no answers to your questions and solutions to your problems, that THEY create as they are not true to what they promise. DON'T TRUST THEM. YOU WOULD REGRET IT. I PROMISE BASED ON MY EXPERIENCE.

Date of experience: January 08, 2025

A bought a Casper hybrid pillow from Sleep Country that claims cooling effect for 12+ hours. This is completely false advertising as it stays cool for maybe 4 mins before it heats up to your body and then has no effect. I went back to Sleep Country and they would not take it back even when I pointed out the issue. I called their customer service and said Casper has a 30 day trial and allows you to make a return. They were clear they won’t honour that policy. Contacted Casper and pointed out that their authorized retailer won’t honour their trial. Of course they said they would not. So in the end Casper sells a product that does nothing and won’t honour or support their product after. Run away from Casper and Sleep Country

Date of experience: December 23, 2024

Had a great experience with Casper! Their customer service was 10/10. My Snow king mattress has been amazing so far!

Date of experience: November 29, 2024

Appalling service. The Casper mattress is supposed to be a 10-year warranty, but this mattress has barely lasted half of that.

We appealed to get a replacement which was rejected and were told we were getting a refund. This was in May. 7 months and countless emails later, we are still no closer to getting our money back.

Casper should have shame - and no wonder they are no longer operating in the UK. This is a scandal.

Date of experience: November 24, 2024

I was promised a full refund for items that were never delivered. I have been communicating with them since April and they keep promising a refund but don’t actually do it. There is no dispute - they never delivered the items and they just stole my money.

Date of experience: April 27, 2024

Worst mattress EVER!!! My last mattress lasted for over 10 years. This one lasted for 91 days.

My hips hurt sleeping on it because it sags soo much.

Date of experience: September 16, 2024

My wife and I purchased matching Wave Hybrid Mattress (Twin XLs), and the top-of-the-line Casper Adjustable Pro bed frame just over 3 years ago. I have been having problems with my Twin XL (my wife is satisfied with hers), and I have experienced VERY POOR customer service support from Casper.Don't get me wrong, the "email person" Fernando was always polite and cheery in our exchanges, but the actual resolution of the problem was a complete runaround, and a long term (over a month)exchange of emails that was a complete waste of time. Casper kept asking for photos, and various mechanical measurements, and written histories ......in one email after another, seemingly just trying to get me to go away. My mattress clearly showedsome evidence of sagging/collapsing in the middle (even though we do rotate our mattresses as instructed, and even though the tight fabric top of the mattress hides much of the real problem when nobody is on the mattress itself). After weeks and weeks of pursuing any kind of help, in the end Caspertold me to "maybe try rotating your mattress, or maybe go buy a topper." So disappointing and painful, coming from a company that I thought wouldstand behind their premium products. I will be throwing out my expensive mattress after just over 3 years, and my next purchase will be from a company who will stand behind their promises and their product. Find another mattress if you are investing in quality sleep. ~Paul in Idaho.

Date of experience: September 14, 2024

Our king hybrid Casper mattress purchased one year ago, developed a huge lump in the center after a move with professional movers, who did not mishandle the mattress. Mattresses that arrive in a box, folded up, should be able to be moved without developing a defect. We have a queen hybrid as well, and it is perfectly fine.
We have slept on it for a month, and also put weights
on it, but the lump has not receded. We contacted the company to get a replacement under warranty and they are not covering the replacement.

Date of experience: July 26, 2024