Complaint Review: Casper

Casper - Give Us A Chance to Ghost You There are a lot of mattress companies out there. My experience says pick any of them other than Casper. I could write a lot but will be brief. I ordered from Casper only after being assured they would be able to do a delivery combined with removal of the old mattress and debris.

Note: this is especially important b/c I'm a senior citizen with a physical disability that makes it impossible for me to do this myself.

Did Casper Care? Wait and see.

First experience: I get a delivery message informing me of the delivery day and time. There's no mention of setup and removal so I call Casper. Now that I'm managing the situation myself, we arrange a new day and time.

Second experience: the day comes and the mattress is unceremoniously dropped on my porch. I'm never asked to formally accept delivery or to sign anything. The box just appears. Third experience: I call to pin down setup and delivery (for which I paid an extra $145). The agent at XPO is confused and has trouble finding my order, then OK I'm all set. Fourth experience: XPO calls and the rep literally has no idea what they're supposed to do.

Casper didn't send directions she explained. I clarify, she tells me et up wii be tomorrow & I'll get a call with a window for the service. Fifth experience I wait and wait. No call, no set up. I call Casper's favored shipper and XPO tells me, oh that call was canceled due to a road closure. I explained there was no closure and even if there were - what professional shipper would not take an alternate route? Crickets. I write support@casper. All said and done, more crickets.

I write and tell them to take this unopened box back. The entire transaction was based on Delivery, Setup and removal. No longer having any faith in Casper or XPO I write support@casper.com that I'll dispute my C.C. Transaction with my bank. Crickets. I'll write every consumer site I know. Still the crickets.

Last experience: the box sits on my porch, Casper's property subject to the elements. I tell them of pending rain and snow. Nothing. I mention small claims court. Casper remains silent. The situation has a quick fix - refund my money take back your unopened box. Casper is unwilling and has no alternative to suggest. When it's time to shop remember Casper means crickets. They just might ghost you too.