Decided to wait 6 months to review and here it is: Wish to god we'd held out for a pricier bed from Jerome's. The Casper bed is a thing of beauty when you first try it. My wife was ready to pull out a credit card the second she laid on it. My biggest worry became fact, the approx. 10 inches of memory foam loses something WAY faster than a normal bed. Hugely adding to the problem is what's laughingly added as a box spring - a frame with wood 2x4's as slats. No, I'm not kidding. When I opened the boxes to assemble I was surprised to find slats that would prove useless once the foam above starts to lose its height and your body is that much closer to sleeping on wood. To add insult to injury, I was aware I'd have to assemble, but not aware the drivers weren't gonna take it upstairs (like any other bed delivery) and instead just leave it on the porch. Not wanting to burden my wife I pushed the approx. 125 pound box up stairs, tearing a bicep tendon in the process (I'm 63, a pretty stupid move on my part), which has yet to heal, so I've yet to get a good nights sleep on it since I still can't switch to that side (Insert palm to head emoji here...) Lastly added a $150 pillow that of course lost it'z zing after 4 months and is now permanently smooshed in the middle no matter how much you fluff it. Lesson here kids is DON'T IMPULSE BUY! Really wish we'd held out for the real bed and not this short term gimmick thing. read more

My husband and I recently purchased a Casper hybrid wave bed. I know what love the bed. We love our new mattress, best ever! The customer service at the Casper store at the shops at Mission Viejo is excellent. We especially appreciate the efforts of the store manager, Dylan Warrenfeltz. We had purchased our mattress two weeks before the President's weekend sale. We asked and he obliged to give us the available discount. Thank you for the great service (delivered and installed in our second floor bedroom as scheduled) and the help of the entire store staff to select the best mattress to meet our needs. Joel and Linda read more

Super happy with the whole experience. Their products are obviously expensive, but it's been a great investment in my opinion. We got the dream max Cali king, all the pillows, sheets, etc. I sleep way better and so does my wife. We are Casper customers for life. The customer service was great. It's honestly impressive how the mattress ships. read more

DO NOT PURCHASE A CASPER MATTRESS IF THEY ARE STILL USING XPO LOGISTIC AS THEIR "WHITE GLOVE" DELIVERY SERVICE!!! WASTE OF TIME, MONEY, ENERGY, LIFE! 11/28/20 Walk into the Casper store located at MV mall. The guy who helped us was barely knowledgeable of the product he was there to sell. He sold us on a feature that he couldn't even find on the floor model, USB ports on the bed (him not being able to find them for five minutes should have made us walk out). Unfortunately we didn't think about it at the time. He charged my fiancé's card and promised he would keep in constant contact as to where the mattress was at all times. One month later, nothing, we hadn't thought much about it since we have other things to worry about. We called and were given a very broad time by their "white glove" delivery service XPO, 6am-8pm Friday 1/8/21. 1/8/21 The men came to drop off and set up our Casper bed, around 12:30 the guys from XPO started hammering at our bed, they could have unscrewed the bed frame pieces, but apparently they decided that wasn't going to work for them. They damaged the planks that hold up the mattress, they scraped our bed frame and they scraped/dirtied the box springs for our bed. (Which we now have to live with since this "LOGISTICS" company hasn't replied to our collective 20 phone calls). I told them that they had to put the frame back together because they were not taking that with them, which they were not happy with. During all of this, they were told to properly wear their mask since they are in our home, they got upset about that. We have been extremely careful to keep COVID out of our home to let people coming in ruin that for us. The workers put the frame back together and said we would have to reschedule a time for them to come back out and set up our bed. That evening we got a text stating that the guys were coming back, which was weird because we hadn't called to reschedule yet. So we called the number that was provided and the lady who answered said, the guys will be there between 8 and 8:45. I thought this was weird since the guys who were at our home earlier had told us they didn't have time. I called the customer service number, someone answered 15 minutes later, we spoke to Jennifer, who was EXTREMELY RUDE. she started off nicely and then when we told her that we received a text that someone was coming by that evening she flipped and basically yelled, I DON'T HAVE ANY NOTES THAT SAY THAT! IM WORKING FROM HOME!!! SO YOU'LL BE SCHEDULED FOR MONDAY. If you're going to be a customer service representative, FIX YOUR TUNE!!! After we hung up we received another message stating that the guys were still coming by that evening (maybe their system is broken). So we called back, Jennifer answered and this time around she wasn't a total nightmare to work with, and she event magically had access to the notes stating that someone was going to be coming by that evening. We waited around, 6pm, 7pm, 8pm, 9pm, no call, no email, no text. 1/9/21 Boxes are sitting on the master bedroom floor and one in living room. We called to reschedule an appointment and from there on we just got the runaround, no one could give us a reason, no one could return our phone call. INFURIATING!!! 1/10/21 Boxes are still sitting on the master bedroom floor and one in living room. We finally decided to call casper directly and spoke to a woman by the name of Cydney, who was very pleasant. She listened to our frustrations and seemed like she was going to make something happen for us. Unfortunately, they don't even have control over their delivery service (if it can even be called that). Trying to get a hold of a manager at XPO is like trying to get a hold of the President (which IS easier), we called about two additional times, still NOTHING. 1/11/21 Boxes are still on the master bedroom floor and one in living room. Cydney responded around 8am today and said that she called XPO to make sure this service call was completed today. ZERO PHONE CALLS or communication from them. So we have had enough, we called around 6pm this evening and told them to cancel our order and refund us our money. The rep that we spoke to couldnt give us a day that they could come up and grab their stuff. What we did tell her was that if these items were not picked up by wednesday, they would be put put on the curve. So if you want a brand new Casper mattress you can come by and pick it up. Since they clearly DO NOT CARE what happens to their property or others, it will be up for grabs. THIS IS BY FAR THE WORST EXPERIENCE. GET IT TOGETHER CASPER!!!!!!!!!! read more

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Marwa was so helpful and lovely! Really appreciate the excellent customer service!!!! She was very knowledgeable and make the experience much less stressful. This store has awesome marketing (the little houses are so cute) and the mattress was crazy comfortable. Thankful that Marwa took time to understand our needs and what we are looking for! read more

Bernard the store manager provided stellar customer service and deserves to be recognized for his efforts. There was some logistics issues with the shipping and delivery of the mattress & adjustable base. If it wasn't for Bernard we would have canceled our entire order. We voiced our concerns to Bernard to relay to upper management at this corporation. We hope Casper listens to consumers so that they don't lose business to competitors based on third party scheduling and logistics. Please recognize Bernard and his associates at Casper MV. read more

Bernard really took the time to listen to my needs and help me find the right fit. I walked away with some pillows and would like to try a Casper mattress in the future. Thank you for the wonderful customer service. read more

If you are thinking of buying anything and they use XPO especially Casper for their delivery in home set up CANCEL and look the other way!!! DON'T EVEN BOTHER to even buy! because this company is the most unprofessional, dishonest, and non- ethical when it comes to customer service! Let me tell you our horrible and most inhumane experience. We purchased our split king adjustable pro base with Wave hybrid mattresses back in November 1st, 2020 through Casper. Everything listed was shipped to XPO warehouse in Ontario, CA the next day ( Nov 2nd, 2020). One month goes by......comes December 1st 2020 and still no updates from XPO nothing indicated where our furnitures went? So we went ahead and give Casper a call and they said they have shipped everything and XPO has received them but still no updates from XPO on their tracking website. Ok we are being patience next thing we knew after Casper called XPO and they called us to set schedule a delivery date I believe it was December 12th, 2020 to be exact ok we were super excited now that it is official amd scheduled for delivery and set up. They give us an email and a call to confirm our delivery date scheduled and XPO said they will call us 1 day before delivery for time window and within 30 minutes before delivery. Oh wait here comes the BAD NEWS. The day of the delivery i remember exactly it was a Friday they said delivery window time was 8am-12pm. 11am passed.....still no call from XPO and 1130am...no call. I was getting a bit worried so I decided to check on the XPO tracking website and to found out that all of our stuff are missing! I panicked... so I called XPO customer service and the girl who answered the phone was dumbfounded and she did not know what's going on and told me to hold and hang up while she tried to find out. I went ahead and called Casper in the meantime. Guess what?!?! All of our over $5000 mattresses and bases were all missing!!! XPO lied to us when they scheduled the delivery prior they never confirmed where our stuff were! They day of the delivery, I HAD TO FIND OUT MYSELF THE HARD WAY. I wasted a day waiting for nothing!!!! Next step Casper informed us they will look closely work with XPO to do a dock search that may take up to 72 hours. Ok 72 hours passed and no words heard and no updates from both Casper and XPO. I decided to call Casper stated that XPO still doing a dock search... With patience we waited at least about couple more weeks...we called almost everyday to find out the same answer...dock search and another dock search and it became the longest dock search!!!! Come to find out in the end.. XPO lost everything!!! So Casper had to send all replacement to them. So we waited for another month ...January 1st. 2021 comes. Ok we kept close contact with Casper as they sent all replacement. XPO still lagging on updating their tracking website we had to call Casper to find out what's up with them... finally XPO received our replacement sometimes in the first week of January 2021 and set up another delivery date which was January 8th. 2021. Same set up they said they will confirm delivery date and time one day before and 30 minutes prior to arrival. Of course NO CALL RECEIVED ONE DAY BEFORE instead I had to call and find out to make sure to confirm!!! The day of delivery comes and they did call 30 minutes prior to arrival. And the delivery guys showed up and come to find out that they were not aware about the old matress removal and debrie service that we had agreed & paid for upon our purchase back in November!!!! The guys were pretty upset so we called XPO on the spot to make sure it was correct and it was!!!! The guys were so upset and talked in Spanish in front of us with attitudes and XPO finally told them they had to remove because that's what our service before they can set up the new bedding. Also the guys never wear their masks properly, we had to request them to keep their masks on the whole time. Halfway setting up the bed and come to found out that our parts is missing and apparently this time Casper sent the wrong base!!! So not only we only had half of our bed set up!!!! We had to wait for another replacement to come!!! So Casper went ahead and sent the missing base directly to our house through UPS and XPO agreed to come and complete the unfinished job! So we finally received the packages and now we called Casper and they called XPO to come and schedule the service! So yesterday January 20th, 2021. After multiple arguments and settlements with Casper and XPO they finally agreed to schedule for the service tomorrow and come to find out tonight no calls were received for confirmation of the service for today !!!!! Curiously, as I checked the tracking....XPO again has the odacity to cancel our service without notifying the customer!!!! HORRIBLE!!!! For over 2 months we still don't have our bed set up and XPO is refusing to finish their service. I would give XPO minus 0 stars!!!!! AVOID XPO AT ALL COSTS!!! read more

We bought the most expensive bed at the Casper store with 25% off Tried out all 4 models in the showroom None of them compare to the Nova Hybrid, a stellar bed read more

The WORST customer experience ever!! I went into the Casper store after having dinner, and it was close to closing time. The Manager Jessie was great and helpful. She suggested purchasing the mattress in-store. I was thinking of buying it online. The following day Saturday, I tried calling the store to confirm it was ok to come in and buy a mattress. I called from 10 am to 4 pm, and no one answered the phone or returned the messages. I live 30 mins from the location and I wanted to confirm it would be ok to come buy a mattress. When I showed up at the store is are around 5 pm. There was a young girl working 17 - 18. She was finishing up with a customer who seemed frustrated. Once he left, I asked her if she has the mattress I wanted to buy in stock. She was very short and uninformed. She told me, no, they didn't have that mattress in a king in stock. I asked her which mattresses she had in stock, and she told me the models. I asked her if I could buy the mattress I was looking for online, and she then suggested Amazon? I was surprised. I got my phone out and pulled up amazon, looking for the mattress. It wasn't the one I wanted. I asked her to check if she had a different model that I looked up on their website on my phone. Meanwhile, she kept asking me if I needed anything else. I thought are they closing soon? Why does she keep asking me that? She confirmed she did have that model in stock. I said, great, I'll buy it. Her customer service was terrible, and she should not be working in a Casper store where people and coming to ask questions about their beds. This is where it got crazy. She then was frustrated that I wanted to buy a bed and told me it would be better to come back tomorrow because she was by herself. I told her I had tried to call all day to confirm it was ok to come to buy a mattress and that her manager suggested coming in and buy it in-store. She then told me I was so inconsiderate for asking her to get the box and have her get the bed. Mind you; I had no idea how it worked. I figured there was someone in the back that would bring it to the pickup loading dock. This is the worst part. She then said I was making her feel uncomfortable, and I kept asking her questions..... Yea, about the bed, I'm trying to buy from you!!! She then said she was going to call mall security. Mind you, I did nothing, said nothing.. All I wanted to do was buy a bed, and she obviously didn't want to work. I was so shocked! I've never been treated so poorly or falsely accused. It was pathetic. I asked for her name and let her know I would talk to Jessi, the manager who had helped us the night before. Worst retails experience ever. The Casper Beds seem great, but I'll never buy one because of this. Horrible customer service at a store whose whole purpose is for people to come in and check out the mattresses and ask questions. read more

We had a very good experience at Casper in the Shops at Mission Viejo. I needed a foundation for my mattress. Dylan was extremely helpful, efficient, and even helped load it in my car. Thank you!! read more

I recently visited the store. The manager Jesse was so helpful and knowledgeable about all the products. She made the usually cumbersome experience of getting sleep-related products easy and fast. Very responsive and cooperative. She is an asset for the company. I ended up buying $1000 of their stuff and I am happy with the products!!! read more