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January 2023 by Meredith Babine
Knowledgeable and friendly staff; great products; there pillows are machine washable !
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November 2022 by Maria Teresa Eyzaguirre
Easy setup, friendly staff, covenient hours
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August 2022 by Nate Cohen
Worked with the team at the Chestnut Hill store in Newton MA and they couldn't have been more pleasant or helpful. They know their products and what recommendations to make. I can't speak to the bed yet, but certainly the in-store experience with Kate was A+
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February 2022 by Andy L.
Where to begin? Things started out seemingly well. The store manager seemed low-pressure and knowledgeable. I told her I absolutely do not buy products made in China--she assured me the mattress and platform I was interested were all American. I placed an order and waited weeks. I knew about the supply chain issues and was not in a rush but nobody called to even tell me there would be a delay. I emailed the store manager, she told me to check back again in a few more weeks--noting. Months went by and no word from the store or the company. They had, however, already charged me in full. As I'm waiting, I find an interesting artifact online--apparently a training manual for Casper employees that instructs them that if a customer probes them, they should acknowledge that their products are sourced in...wait for it...China. Apparently the store manager (who is also their regional manager) "forgot" to read their employee manual. When I sent her an email about my discovery, she never replied. Finally, my delivery arrives. It's the wrong item. I send it back and when I try to contact the corporate office, I discover that upper management has built a moat around themselves, sticking hapless low-level "customer service" people with the unenviable task of dealing with irate consumers. The icing on the cake? When I find a representative who seems genuinely sympathetic and they try to contact their boss and ask them to call me, their boss texts them back with a message the representative said he didn't want to repeat. "Did it begin with 'F," I asked. Something like that, he said... No mattress could be comfortable enough to make up for this company's contempt for its customers.
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January 2022 by Fred Muehter
Friendly helpful staff, has all the Casper greatest hits!
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November 2021 by Leah Klein
They give you a pillow and you can try out all the mattresses. They can explain all about the different mattresses in detail.
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September 2021 by Alison Carr
Everything was easy during the purchasing process. However, I ended up not liking the mattress itself (too soft, too hot). One of the reasons I purchased through Casper was for the hassle-free returns process. The return was been beyond frustrating! They use local junk companies but the companies keep failing to show up during their allotted time. Casper refusing to allow me to use my local mattress pickup (through town trash). After all this headache, I would not recommend this mattress company. So much money and time wasted.
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September 2021 by Michael Ryan
The customer service is horrible and they’re unable to solve problems. They made a mistake with my order and due to their inability to come up with a satisfactory solution I’m returning the bed. Don’t buy Casper, the company is not committed to customer satisfaction.
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August 2021 by Dana Epstein
I am now able to sleep comfortably again! I went back and purchased sheets and pillows after buying my mattress there.
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May 2021 by fotine mitsis
The staff were amazing from the moment we walked into the door to when our bed was delivered. We had to stagger our deliveries with our closing date while also benefitting from the discounts and they handled everything perfectly. I highly recommend this store, the staff will go above and beyond for you. Thank you, Kathryn!!
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May 2020 by melissa foley
While the store staff are pleasant and nice, Casper was unable to fulfill my mattress delivery. Despite having received confirmation of a 4-hour delivery window, the company never showed up with the mattress. Calling Casper customer service is an exercise in futility. I finally got another delivery window but no explanation. The second time, again, no one showed up! I then spent ONE HOUR AND 57 minutes on hold with the customer service center to get a human. Two managers promised to get a delivery out to me ASAP, but each neglected to follow through. The store staff say they have no way of assisting, as once the sales transaction is done it goes to casper’s main customer service hub.Their solution after three weeks was to mail a mattress directly to me in a 106lb box. After struggling to set it up, the mattress bore zero resemblance to the tester model in the store. It is many multiple times harder - not just a “get used to it in time” scenario.I thoroughly regret this purchase from Casper.
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November 2019 by Laura W.
Really, really kind team members here. They were patient and informative, and seemed to care a lot that we got the right mattress for us and weren't trying to sell us on anything we didn't need. We didn't buy anything the first time but when we came back a couple of weeks later our Sales Representative recognized us immediately and remembered out conversation from before. I wish I had thought to ask her name because I would give her a shout out here.
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October 2019 by Matt P.
The service was fantastic. We were in and out in 15 minutes and tried all the mattresses. Forgot the name of our sales rep but she was friendly and honest. We purchased a Casper king.
