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February 2024 by Marco Lussana
My experience with Casper was excellent and way above the highest expectations I could have - the store manager, Kemoy, has been beyond helpful throughout the whole process: she patiently spent more than 3 hours with me and helped me find the right solution for my needs. She has also been very helpful after the sale and regularly checked in with me as the items got delivered and installed at my place. I’m astonished by the customer experience she delivered, from the beginning to the end, and she really deserves more than 5 stars. The quality of the products is also very high, from the adjustable base to the wave hybrid mattress and the bedding. Hugely recommended!!
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February 2024 by Thalia
I've had a LOT of interaction with the Casper team at the Oculus - from choosing the right mattress for my needs, to holding it at the store so that it could be delivered to my new home once I moved-in, to buying a protector for it. Both Mari and Ana-Lise were very helpful, but it was Paul who truly went over and beyond to personally deliver my snow-hybrid mattress to my apt on XMAS EVE because UPS lost my order during the holiday rush. Not only is the mattress great, but the service I experienced was exceptional! If I could give more stars, I would. They're definitely a 10/10.
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August 2023 by Marwan Elbattouty
Customer service experience worse than Spirit Airlines.
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June 2023 by Salaina Johnson
I called earlier in the morning to see if this store had a product in stock. I went in the afternoon to pick it up, and I was informed that associate already put the product aside in the back for me. This really made my day! I was also interested in a new pillow, and the associate let me try a few and gave their recommendation. I didn’t feel forced to purchase, and they were attentive and took their time. Great experience at Casper today!
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April 2023 by Gary K.
This outlet might be workth several stars, but there's one Casper product I would advise everyone to avoid: the Casper dog bed. The bed is OK, but getting a replacement cover is impossible. Sure they'll sell you one and take your money, but don't expect shipment.
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October 2022 by Sarah Cohen
The staff here is A.M.A.Z.I.N.G. Kemoy, Paul, Ryan and CJ all took such good care of us. Truly a concierge experience. We had purchased a Dream cloud mattress a few months prior and were deeply disatisfied with it. So we decided to come to Casper to try out their products. Ryan took his time to show us through their selection and did not waste our time with trying to sell us the most expensive product, but rather encouraged us to find what felt good for US. We ended up choosing the Original Hybrid. There was a promotion going on so we scored a mattress, Original pillows, and a gorgeous sheet set for 1.6k, which was exactly on budget with what we had wanted.Shipping experience was impeccable. We needed a delayed shipping date so Ryan sent our goods to the store, and shipped next day to our new apartment. I really cannot say enough good things about this store, the mattress and the entire Casper experience overall. I will never buy a mattress elsewhere!!!
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March 2022 by Juan Martinez
My wife & I wanted to give much gratitude & appreciation towards Ahmad. We were in need of a bed asap and he was able to hear our needs and answer all of our questions to perfection. The Experience was a delight and his attention to detail on point.I highly recommend anyone go to simply feel the Casper Experience
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January 2022 by Mr H.
This review is strictly for the customer service i received from Ryan. He was extremely knowledgeable about something I was not expecting at the chain. I was expecting the knowledgeable base to be more focused on the company bread and butter. The mattress. He surprised me, educated me, and I gave the company a lot more money that I intended. But I dont feel robbed. Hire more people like this Casper and show appropriate appreciate to Ryan as well. I may follow up with another review after I try my new duvet.
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September 2021 by Robyn W.
Everyone at Casper is really helpful. I showed up early on a Sunday morning hoping to miss the crowds and both Paul and Ryan let me in early to browse. I did extensive research into mattresses and in the end, I ended up going with Casper. Customer Service is great, Ryan really helped me out and answered all of my questions. He spent the time with me going over everything I needed to know. I hope this can help whoever reads this!
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September 2021 by Rohit Singh
Hi,**URGENT **This matter needs escalation. My order was made on "July 07", and i was promised my mattress to be delivered on "August 02". I have already spoken with 7 Casper representatives. Sydney, Molly, Kimberly, Michele, Tai, Devin. There are many more, whose names I do not remember.I was promised that my mattress would be delivered on Aug 02.What is the accountability for my 2 weeks wait and for your promise? I will have to sleep on the floor because of your negligence.You have no idea what happens to a customer, I have a breathing problem and back pain, and because of your loose end - I have to sleep on the floor.Casper is accountable for my problems. I have had the worst experience, whereas I have spoken so politely with the customer representatives in this due course. It is so unfortunate that there is no way to add reviews on the main web page, otherwise, I would surely have copy-pasted it there. But I will surely let my voice and my situation be heard. I have had the worst service from you.I want immediate assistance and escalation of this matter.
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September 2021 by Kassandra Jones
Nicole is absolutely amazing! Seriously! Casper if you read these you need to give her a bonus or promotion or something. She walked us through all our options, prioritized us as customers and didn't make us feel rushed. It didn't feel like we were being forced to listen to a sales pitch and were given her best recommendations for what we wanted to accomplish in our sleep routine.And guess what, we bought a mattress from Casper because of her and couldn't be happier. I only wish I visited pre covid to experience their "nap" trials and free pajamas!! :)
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June 2021 by Mary B.
I have always heard good things about Casper mattresses and when it came time to buy new mattresses, I thought I would try Casper. The mattress is pretty comfortable but my problem is that it keeps sliding around the foundation (which I also bought from Casper). Every time I get up, I have to push/shove the mattress back in place. I have to be careful when I sit on the edge of the bed because I am afraid that I am going to slide off. I called customer service to see what I could do to fix this situation. The rep I spoke with got back to me a day later after discussing my issue with his "team." The result? They had no clue how to remedy the problem. They sell me a product that is defective and all they can say is "sorry." I will never buy another Casper product again
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December 2020 by Inbar R.
We came here today and spent over two hours at the store, trying different mattresses. I can't tell you the quality yet because we just bought it and I truly hope and believe we will love it, but the reason I write this review is because of the team- Ryan, Brian and Nicolette, who were absolutely amazing, answering our million questions patiently, and helped us buying (I hope) the right one for us. Thanks you Casper team for the great service!
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November 2020 by Andrea McKenzie
Had a great experience with Mendez at Casper Oculus. They have the Casper, Casper Hybrid, Wave, and Wave Hybrid in stores. Mendez stayed with us the whole time while we tried basically everything in the store. He answered all of our questions thoroughly, gave us the cost-benefits analysis of the different options, and made the process super simple!
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March 2020 by Whitne Y.
I was so so excited to purchase a new bed and heard great things about Casper. If only this applies to my own experience! Shipping was super fast but the bed frame came in a box that was NOT sealed and subsequently trying to pull it in, that that's when I discovered this tidbit. I called the help line and what a joke. The CS comments here are spot on. There is none. They won't even do you the courtesy of pretending to look. Just nope, can't help ya. Sorry (but not I'm sorry we made such crappy boxes to put expensive items in) can't help ya.
