The people are friendly and helpful. The Wave Hybrid Mattress is uncomfortable. The story of 90 days to return has limits that nake returning it difficult. Do not recommend this very soft mattress for people who really want something firm. Should have gone more traditional than something considered trendy. Do not buy a Casper read more

I am so impressed with the folks who work at Casper in Oakbrook, Illinois. I ordered over the phone. That transaction went more than smoothly. Unfortunately, the mattress is not comfortable for me. I have used it for over a month. My salesman wasn't in today when I called, but Chris, a manager spent quite a bit of time with me. He suggested another mattress and has gone out of his way to get that set up, as has the lady who has been e-mailing me about arrangements. While this should be the service we get from everyone, these days I find it the exception, not the rule. read more

just nowNEW-Edit WORST EXPERIENCE OF MY LIFE!! Dallas charges me twice on my card and all she says sorry about that, mind that she charged me 2219.54 two times on my card and all i get is a sorry! If i did that i would feel inclined to fix it, call corporate and figure this out, i showed her the 2 charges! of coursee she doesnt care its not here money she lost. On top of that i filed a dispute and they fought it!! Below you'll see the purchase total amount,the payments were split 2k on one and the rest on the citi whre i was charged twice! im so frustrated i should not have to be going through this for somthing that was so simple, and not even my fault! read more

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To be completely accurate-my complaint is not with the people working at this store, but rather the Casper product I purchased from this store--and the company's substandard way of handling warranty claims. Approximately 11 months ago, we purchased a Nova hybrid bed. (Somewhere around $2k--yes, the sticker shock hurt.) Last week, we notice there's a sizeable dent/failure in the mattress. I've sent multiple photos, including video showing the defect in the mattress. To which the company rep responded "I can't see anything." She also reported only hearing audio and not seeing any of the video. When I requested they send someone out to visually inspect the defect, she stated that Casper doesn't do that. They rely *solely* on photo evidence, which apparently will never meet the strict criteria the company mandates for a warranty claim. I'm guessing that this is a direct violation of the Magnuson-Moss Warranty Act. Bottom line, we may have just gotten a bad bed. We may be an outlier regarding the quality control of the company as a whole. But their warranty handling is beyond shady. Buyer absolutely beware. read more

My experience at Casper went 1000 times better than I could have expected. I was looking to make my first big 'adult purchase'. I had a sleep trial scheduled for 10:30am today, I scheduled it very easily from the online website. I was running a bit late due to under estimating traffic, I called the door and was happily greeted by Reggie. He said it was no problem, and he understood why I was late. He quickly re-arranged my appointment and gave helpful directors to the store as I have never been in this area before. I walked in and the store was very clean, smelled amazing and had a great ambiance to it. Reggie greeted me when I came in, we talked about what I was looking to get out of the experience and what brought me to the store today. Reggie was extremely knowledgeable about the Caspar Wave. He spoke to me on the differences between the two, and when each product was released. The differences between the mattress and what exactly I could expect by getting out of each one--whichever one I decided to purchase. He encouraged me to REALLY give it a test. He even showed me the adjustable base, explained how it would really help make me feel comfortable and even the fact it was endorsed by the American Chiropractic Association. There was no hovering, and I felt very comfortable. Reggie left me to my 30minute trial and encouraged me to take some additional time if need be. I didn't feel rushed or a pressure to purchase. I went up to the counter and met Minh--A sleep specialist. Both Minh were very energetic, friendly, and very understanding of my mission shopping here today. I went in the store not looking to purchase quite yet, it was not the product that sold me but rather these employees. They explained that anything that is returned is donated--i thought that was absolutely fantastic. I had a promo code for $100 off and I had 0 issues applying that with my purchase today. Minh and Reggie were the sweetest people, and meeting people who have excellent customer service skills is rare these days. (I know because I work in retail as well). I could have never imagined I would have a great experience shopping for a mattress. I was very scared at first, since it was my first 'adult purchase' and I have no regrets. they set me up with free installation and shipping. I cant wait to get my mattress. If you are looking for quality sleep, please visit Reggie and Minh--they are absolutely fantastic!! read more

After hearing recommendations from family and reading many reviews about Casper beds and their competitors, we were pleased to find that we could actually see the Casper products at a showroom near us. We signed up online for our 30-minute "nap" and went to the store not knowing quite what to expect. The entire experience blew us away. The store was spotless, airy and light, with a wonderful ambience, and the store personnel were outstanding. We were most interested in the queen-size bed, and we were shown to a private, curtained-off area where we could lay on the bed and look over everything in detail. We particularly liked the privacy while we shopped. We felt more free to simulate our normal sleeping positions, and tossing and turning, without everyone in the store watching us. While we were there, we tried out the Casper mattress and the Wave mattress, and we looked at their Foundation, Adjustable Base, Mattress Protector and Pillows. We were very impressed by the comfort of the beds and by the quality of everything we saw. Ultimately, we decided to purchase a mattress and we purchased the pillows while we were there. We are still considering some of the other Casper products as well. Overall, the store visit far exceeded our expectations. Reggie helped us throughout our time there. He was very helpful without being intrusive or hovering over us, and he was very knowledgeable about their products. He gave us cold beverages when we arrived and the left us to evaluate the bed in privacy. I have MS and he offered us some alternatives which might better suit my personal situation, which helped us reach the decision which was right for us. read more

In early September, I purchased the top of the line Casper king size mattress at the Oak Brook store. Although this particular mattress was on back order, Casper collected the full amount upfront. I was told that I should expect the delivery at the end of September, however that it may be sooner as Casper prefers to "under-promise and over-deliver". It is early October and I do not have the mattress, nor have I received any updates. I have contacted their customer service, and although the rep was pleasant, she has not really provided any helpful information. Above all, I am a repeated customer as I already own a Casper mattress, also purchased through the Oakbrook store. I am truly disappointed with the experience. read more

We purchased a Casper from the Oakbrook store 2 months ago. We were told that we have 100 days dish free. After 2 months my husband is not having good nights rest with pain in his hip from the bed being too firm. So I called the customer service number today and got a very inexperienced woman who answered my call and had to put me on hold numerous times because she didn't know the answer. At one point I was so disappointed when she replied I can't return the mattress via the phone because I didn't purchase the mattress online through Casper. Like really? I purchased it at your flagship store. I'm still waiting for my return to be processed bc they told me they have to find a donation center willing to pick it up. It makes me wonder how much margin is being made on these mattress when they all get donated or junked they said. It's a brand new mattress. Sheesh. I feel it's just so wasteful. I will never buy a Casper ever and will not and Do not recommend. Customer service is horrible read more

Spectacular bed. Truly great. However, the customer service from corporate is awful. I sent a few emails on pricing and was promised a credit and two pillows due to a pricing change. Neither the credit nor the pillows ever showed up. I reached out 5x's now for a response and nobody will respond. The lack of attention to customer service is a true disappointment. Likely will have to return the bed out of principle - which is too bad. read more

Very welcoming and polite staff. And holy snaps those beds are cooooooomfy! Highly recommend everyone to go in and lay on one to see how perfect those beds are. read more

Just stopped by at the oak Brook centre Casper and was super excited to try them out and order one for our new home. The saleswomen were very unwelcoming and said they had an appointment coming in and that we should return after 45 mins or another day, we hung out in the mall and in 20 mins we saw that no one else came in and they just closed the store. Disappointed at the customer service here. read more

Casper has the worst customer service I've ever seen. I ordered a 135 dog bed replacement cover back in April, which they charged me for. It's now July, and I still have not received it. I have called and emailed numerous times and they say they will look into it and get back to me. Weeks later, no response. I ask to have a supervisor call me, nothing. The website shows them in stock and ready to ship. They tell me that's only for the full bed. I told them at this point you should send me a entire bed. Crickets. This company is a joke. Stay away from them. read more

I love the feel of the mattress- just right mix of firmness and "give.". I caution buyers that is the ONLY thing to purchase from this company. We ordered the frame- it was missing 2 of the "snaps" and customer service suggested we box it all up and have another one delivered- really? That's what I want to do, unbox and rebox and hope that we get the right thing next time. So customer service said to send pics of snap part. 2 weeks later no response and we will just jimmy rig the frame. The sheets are... yucky. They are rough and don't breathe and they STINK of kerosene sort of smell. I have washed in hot water 3 times. So, my advice is to stick with mattress only. read more

Didn't like this store or the service at all. We walked in today looking for a queen sized Casper bed. The male employee showed us two beds that were pretty comfortable. My partner and I were deciding which bed was best, however didn't feel comfortable making a decision with the guy hovering over us the entire time. Additionally, I was completely taken aback when I kept pressing down on the bed to feel the beds' firmness and the male employee says, and I quote, "it's not like the bed has cancer," referring to me constantly pressing down on the bed. I felt like that comment was completely inappropriate and insensitive. We walked out after that comment. SAD! Was really considering the Casper bed, but now I'll look elsewhere. read more