Casper - Fulton Market

I really appreciate the terrific and knowledgeable staff here - they do a fabulous job at showing you Casper's offerings without applying any sales pressure! Even when I didn't ultimately buy a mattress, it was one of the best mattress shopping experiences in town.

Went to Casper when we wanted a new mattress. The store staff were fantastic. We primarily talked to Ricardo throughout the whole tryout and ordering. Ordered a Snow Max and Dream mattress with the adjustable base and sheet set. The payment and delivery setup was smooth and easy. The only issue we had was the Dolly delivery service. This is advised as “white glove” and we’ve had white glove service before with other companies. This is absolutely not white glove service. It’s not a bad service, I want to say that but, it’s almost false advertising to an extent. Casper set everything up correctly in the itinerary with the delivery, set up and haul away. When the Dolly crew arrived they were told they were not supposed to do setup or haul away. The Dolly crew was very adamant they were not told to do this and only do delivery. They did wind up doing the setup of the bed frame which was honestly the one thing we did want as the bed frames are quite heavy. They were respectful, quick, and very gentle with our order. The Casper staff was quick to remedy this. They set up a haul away order for us and got the old mattress removed for us. It seems like it was just a simple communication error between Dolly and the crew that took the job. Overall the Fulton Market staff was great. The Dolly crew did the job they thought they were going to do and were very considerate of the circumstance. My only thing is Casper (the company not these store employees) would seemingly have their own crews to do this kind of “white glove service” and not contract it out to basically day crews. Either way, staff was great and Dolly eventually got the job done so I have no complaints it was just a very minor inconvenience to our day.

Ayanna and Ricardo were great. We ordered our mattress and upon delivery and setup, the mattress had some visible stains. Ayanna jumped in got us a replacement with setup and delivery within a week. I appreciate the fast reaction and attention to detail. And by the way The Dream mattress is an excellent choice.

1) the first mattress was lost and Casper blamed the shipping company and told me to deal with them. I don't understand why they couldn't do it. When I went to file a claim there was the option to do it as the sender so they definitely could've done it. Spend 3000$ and still have to deal with it if it gets lost. Nice one. 2) I was told the mattress protector was required for the sleep trial so I bought a bundle, which they said if I wanted to return something I have to return all the items. Would've been fine with that except they failed to mention the mattress protector and pillows are not refundable. Nice 300$ scam. 3) they are so pushy and say stuff like the sale is ending. I check back a month later and it's even more on sale. Overall: The mattress was fine but I would not pay that much for it. Leaving review for bad customer service; not trustworthy, not worth the price. They do not have your best interests in mind they just want your money.

My husband and I came looking for a new mattress and the team was fantastic. They explained all the different types of mattresses and gave us plenty of time to make a decision. They helped us maximize all the deals we were eligible for. Can’t recommend enough! Aynna in particular was our salesperson and was fantastic in helping us along the way.