Casper - The SoNo Collection

Nice store with a very helpful staff. They have many different styles of mattresses at good prices.

I’d been excited for years to finally order a Casper bed, but this experience has been a huge disappointment. We weren’t told hiring setup would be essential, yet the adjustable base was impossible to manage with the weight of it even with two people. The first delivery came damaged and therefore delayed and once arrived the mattress was not in like-new condition. Then when contacting Casper we were told we needed to pay $300 for the Dolly set up service. Once we paid and they sent someone they were not able to complete the set up because there was missing screws and bolts as well as a cover with damaged zipper and not a good fit for the headboard itself. Now, while waiting for replacements, we’re being told to pay another setup fee for them to return to complete the setup. This isn’t just poor service it’s far below what I expected from Casper. After all of this, I wish I’d chosen a small family-run business who had offered so much more as far as customer support and follow through. I'm still waiting for parts so no complete bed and not sure with all the back and forth with customer support to know where we even stand or what is going on to complete this bed.

This one star review is because of the poor quality of the product, I purchased a comforter and immediately the smell of the foam was truly awful, even after leaving my windows open to let fresh air into my room, the comforter kept gassing off. Beware of the cheap made in china foam used by Casper. The employees in the store were super nice and helpful. Shame on Casper for making a bad product.

I am writing to formally follow up on my previous complaint regarding the defective mattress I purchased from your store. After reporting the issue, a technician was sent to inspect the mattress. However, I was later contacted by your team and informed that the mattress would need to be in a worse condition in order to qualify for a replacement. I find this response completely unacceptable. The mattress is already causing significant back pain for both me and my husband. When we purchased the mattress, I was in the postpartum period and needed proper support and comfort, but unfortunately the product has never met those needs. It is unreasonable to expect a customer to continue using a product that is already causing physical pain just so it can deteriorate further to meet your criteria. I am extremely frustrated and disappointed with how this situation is being handled. I have already faced issues with delivery delays and incorrect packaging, and now I am being told that a clearly defective product does not meet the conditions for replacement. This is not acceptable customer service, and I insist on an immediate resolution. I am requesting either a full refund or a replacement mattress without further delay. If this matter is not resolved promptly, I will be forced to escalate the complaint to consumer protection authorities. I expect a prompt and fair resolution.

Lola was our sales associate. She was great we spent I think like 2 hrs in the store trying all the beds. She and the whole staff here in Norwalks SoNo mall. Are stellar and kind. Helpful and really great customer service.