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November 2023 by Nick P
Amazing experience at the Oakbrook store with both hector and the store manager Owais. They were both very friendly, approachable, and informative. They answered all of our questions and connected us to our new bed. We had gone into the store knowing we had our sights set on two and just wanted to feel the difference between the two. The team encouraged us to try any mattress we’d like and to stay there for 15 minutes or more to really feel what it’s like. We ended up trying them all and ended up choosing one of the two we had originally gone in for. It was perfect. Really great experience. Thank you to hector and owais for all your help! Top notch customer service.
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August 2023 by Julie Glavin
Great in store service. Fabulous delivery service!!
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October 2022 by Rich W
My partner and I were in the market for a new mattress. We felt zero pressure from the sales people to buy a mattress. The mattress were all so comfortable. We ended up buying a nova hybrid. The sales people were very helpful and answered all of our questions. The store itself was very clean and quiet. Definitely recommend checking them out if you're in the market for a new mattress
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October 2022 by Aya Liu
If 0 star is an option here, I’d definitely go for that. Casper customer service is the worst! you can only pray that Casper won’t mess up with your order, otherwise you’ll end up spending hundreds of hours to make up for Casper’s own mistakes!!!I ordered a queen mattress and an adjustable base about one month ago. However, I received a KING size mattress instead. I’ve been talking with the customer service back and forth about the pick up and return, but they never gave me a specific date and these giant boxes has been sitting on my small apartment for almost two weeks! Yesterday I called the customer service again and they said they “scheduled” the UPS for pickup, but I had to move both items to downstairs which weighed more than 300 lbs. When I moved to the mail room, the UPS person came and told me there was no pickup scheduled and he didn’t have the return label. THERE WAS A HUGE MISCOMMUNICATION BETWEEN CASPER AND UPS!!!!!!Around 1pm CT, I called the customer service again, the agent told me that the label had been created and the UPS would come again. Around 6PM, I checked the mail room and the video footage, the mattress and base were still sitting there and nobody ever came. however, when I called the customer service again, the agent claimed that the UPS already picked them up at 5:40 PM? Why Casper was lying to your customers?? CASPER just admit that YOU DONT CARE ABOUT YOUR CUSTOMER AT ALL!!That’s the worst customer experience I’ve ever had. Now I’m facing a penalty for placing large items in the mail room for overnight. This is ridiculous!Considering how much money I spent and what I get from Casper, I would highly recommend another mattress brand!!!!!!!!!!!!!
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August 2022 by Greg G.
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
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May 2022 by Xavier Madera
Great demos and sales people.However, I was sold on a Backrest Pillow with the promise that it was in stock. It wasn't actually in stock when the lady checked, but that's not a big deal.The big deal is that the lady took my address down on a piece of paper and a couple days later I checked the order to see that the Pillow was going to be shipped to the store instead of my house. Wouldn't have been a problem if I didn't live an hour away, which she knew. I emailed casper support to change the address on the order and two days later I checked and it was still not updated. I emailed again for an update and I was reintroduced to the same customer service rep and was asked to provide my address for now the third time. This was 10 minutes prior to writing this review. If there is no update within the next day, my next request will be to get my order cancelled.
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March 2022 by Jon C.
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.
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March 2022 by Chandni Patel
I stopped by this store today as I needed assistance with a Casper product that I had recently purchased. The ladies- Linda, Angelica and Sarah, were beyond helpful. I really appreciate that they were patient, knowledgable, and friendly as they were assisting us today.
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January 2022 by Kellie M
Amazing staff! Answered all our questions so throughly, and had great recommendations. Their customer service would get 6 stars if possible!
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October 2021 by Elk Grove Optical Staff
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!!!
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September 2021 by Elk Grove O.
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!
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September 2021 by Dominck Zitella
If I could rate the product a zero I would. Stay away mine is 2 years old and is junk. It’s as hard as a rock and I put a warranty claim in with Casper and they denied it even though that bed isn’t made anymore due to problems. Casper also took a month to answer me with endless emails by me.STAY AWAY shop elsewhere for a different mattress
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May 2021 by Dawid Skolarus
Made an appointment at Casper Oak Brook to test out their mattresses, definitely killing the competition. The store is doing private 45-minute appointments for individuals/families up to 4.Need to recognize both Dallas and Lauren for their friendliness and help. Customer service queens
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May 2021 by Kevin Kevin
Drove out to Oak Brook from Indiana to try out a Casper Matress, 1 hour drive, and if I liked it, buy it then and there. When I got there, the door was locked, and I was told I had to make an appt to try out the mattress. I called them from outside and they said I couldn’t get one till a few days later. I couldn’t come back, it’s too far. The store was empty, I just wanted to try one out for just a few min. No customers were inside. They said the next customer would not be in for another 25 minutes. I get it. You want to disinfect and sanitize. But it doesn’t take that long to do it. I would have been in and out with my mask on. And I could see the two ladies (employees) were just standing and socializing amongst each other. Disappointed. I went online the same night and ordered a Tuft and Needle bed which I was able to try out at Crate and Barrel in the same shopping complex. This corporate strategy of 45 minute appointment blocks just lost them business. What if the booked appointments don’t show? There should be a walk in line also.
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February 2021 by Neha R.
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.
