Donald S Dvu
map-marker Wallingford, Connecticut

Casper - Very bad service and policies

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Original review Nov 12, 2021
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. First experience: ordered from Casper but 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. Second experience: I get a delivery message informing me of the day and time. There's no mention of setup and removal so I call Casper. Now managing the situation myself, we arrange a new day and time. Third 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. Fourth 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. Fifth 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 set up will be tomorrow. I'll get a call with a window for the service. I wait and wait. No call, no set up. I call Casper's favorite 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@***r. All said 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@***.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 remains 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.
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Pros:
  • Decent mattress
Cons:
  • Purchase major headache

Preferred solution: Full refund