Casper - Melrose Ave

After booking an appointment for our visit to the showroom we walked in search of a queen mattress and the total experience is precisely what mattress shopping should be. Our salesman greeted us and made us feel comfortable right away. After a quick temp check he offered plenty of Covid-19 related precautions: sanitizer, wipes, disposable Matt's to place on the beds and etc. The showroom had small rooms where you can lay down and test drive as long as you want on the different models. Our salesman was great at explaining the features of each model and Casper's return policy. We ended up buying one on the spot, but not because we felt any pressure to do so. It was nice not feeling like we were being hussled which has been our experience at other mattress stores. The interior design is starting to look a little dated. Feels like an 80s Canadian kids tv show set.

Great store. Super friendly and knowledgeable people. Not pushy but encouraging and reassuring that their beds are worth it. Talk to Eric. He was really helpful and a cool guy. He answered all of my questions and gave me a lot of extra info that was not available in my research. They have little private mini bedrooms to try out the various styles. Clean and well themed store. Walked out with The Wave Hybrid and a few pillows.

Best costumer service EVER! Milton and Regina are amazing. Buying a bed can be like buying a car. It’s so hard to find the correct one and they asked me so many questions and i got the bed set up in my house and everything by 8pm. They were so informative and helpful and went WAY above and beyond helping me load all the stuff. They’re amazing!!!! 15-10. I wish i could give more stars then 5 I’d give 10

Great experience. Optimum sanitizing procedures for COVID. Helpful and friendly staff. Lowered my review by 2 stars given that I ordered my mattress 20 days ago and did not receive it in the 1 to 5 day estimate. Still haven't received it for that matter.

REVIEW UPDATE - Finally Received Products After a Month. Original Post Below. Review upgraded from 1 star. After receiving no responses from Casper agents and a bunch more of calls/chats/emails to Casper, I finally received my products. The mattress is comfortable and much better than my cheapo 15+ years inner spring mattress. A couple things that were contrary to what the salespeople represented. The mattress has a strong smell that diminishes after 24 hours. It's been a week, but I can still smell the foam when I sleep. The delivery process and dealing with customer service were painful. After doing some research, my incident does not appear to be isolated. With that said, the product is good. Just be prepared to deal with delivery and customer service problems. PREMIUM PRICING DOES NOT EQUATE TO PREMIUM SERVICE. Great sales experience, AWFUL follow through. It’s been 2 Weeks, a wasted Saturday, and I still have no bed. I purchased a bundle as I needed the foundation as well as the mattress. I stressed repeatedly that I needed the foundation delivered at the same time and need the delivery guy to remove the old mattress. This was promised as a condition of my purchase with the payment of an additional approx. $200 for the delivery fee. Casper outsources delivery to XPO logistic. When I called XPO to confirm that they will deliver the two items on the same day, I was told yesterday that it would as it was the only shipping order for me. Today, the guys showed up with the mattress, but NO foundation, and said that they cannot remove the old mattress. I tried calling XPO but got suck into an endless loop of recording asking me to confirm a delivery time in an unspecified future. I called Casper over an hour ago and was put on hold for a long time. After over 20 minutes with Casper’s online customer chat representative, I was told that Casper will be contacting XPO, but it may take up to 2 business days to sort the situation. I may upgrade my one star rating if this issue is ever resolved.