Lack of decent customer care, refund not received
If I could use a minus 5 review, I'd gladly do that. I have been waiting for a refund for more than a month (so much for 2-3 days and 15 into my card). on Dec12 I was able to chat (Ryan)with the promise of a refund within 2 dd. Nothing, sent msg, the chat is not working and I have been on the phone for the last half an hour with noone taking calls or knowing what is the waiting time. And the item was returned unopened on Nov 21, 2025
Elena CPay
Worst online Customer Service EVER
I ordered 2 pillows online , under their policy you can try & return within 30 days I have been trying to get hold of their customer service dept for 2 weeks now to receive my return labels as I ordered online. No one ever responds to emails, when you call you’re on hold for around an hour then it just cuts off on you. You can press 2 for a call back, but no one calls you back. The customer service is horrendous! I have never received any service this awful! And the pillows are hard! Never again!
Sharon Cunningham
HORRIBLE Casper wave hybrid
My husband and I bought a Wave Hybrid Casper Mattress in 2020. It was very expensive but promised so much on its website. At a price tag of 3145.00, we believed it would be great! It was delivered in mid June and we went away for the summer. By the time we got back and actually slept in the bed and realized it was killing our lower back, the 100 days were now up. Forward 5 years later and my husband and I are now up multiple times in the night, my husband is lucky to get 5 hours sleep a night, and my hips are so out of wack that I have sciatica. Do not buy these beds. It is SO much money and SO much PAIN!!!
Jen 🌖
Reliable team
Super professional and reliable.
Kaleb Gardner
Frank was quick & effective at…
Frank was quick & effective at assisting my needs. He was kind and super responsive. Always nice when someone immediately assists your needs without beating around the bush.
Eunise Medina
Returning this mattress is proving impossible!
I purchased a mattress on Aug 17th. I requested to return it on Sept 6th. Today is Sept 23rd and I still haven’t been able to schedule a pick up date for this return. I’ve offered to drop it off somewhere to help expedite, but can’t do that either. Everytime I call, it’s just one excuse after another. I just want my money back. If you’re not 100% sure if you’ll like the mattress, beware, because returning it is proving to be MUCH harder than they say!
Jen
Terrible mattress
I bought a Casper mattress in 2017 and from the very beginning it caused me back pain. I contacted customer service during the early months, and they told me it would “soften over time” — it never did.When I asked to return it, they refused because I was just outside the 100-night trial. Instead, they offered me £40 to buy a topper from Amazon. That felt dismissive and unhelpful given the cost of the mattress.Eight years later, my back is completely wrecked. The mattress never became comfortable and was one of the worst purchases I’ve ever made. Unless you’re willing to spend hundreds more on a proper topper from another company, I would avoid Casper entirely
Joe Jimbob
Broken box dumped on my doorstep
The mattress was delivered- it was left on my doorstep and the delivery person didn’t even wait to see if I was home. The box is broken and the mattress was very heavy for me to move. Expected it to at least be brought into my home and not just left on my doorstep.
Jocelyne Johnston
Disappointing Experience – Poor Service and Unethical Handling of Funds
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.
Majeesh Mathew
Was great till it wasn't
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
Oliver Curry
I had exceptional service from Casper…
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.
Adrienne
One of The Worst Experience
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.
Tony
Casper do not honour their guarantee
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
Sally
Waterproof Mattress Cover Saves the Day
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.
Margaret Maloney
Recently purchased a casper pillow --…
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.
Gus D.
stand up company with integrity
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
Jeremy WALDRIP
I recently purchased a mattress and box…
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.
Lance C
Bought the Casper Snow
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.
Jonathan L
I love my Casper pillow!
I love my Casper pillow!
Ирина Лиханская
I purchased a pair of Casper pillow…
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.
Madeline Diaz
