Casper - Ponce City Market — Local services in Atlanta

Dishonest sales team! My wife and I purchased a top-of-the-line Casper mattress and frame on Feb. 13, 2020. Our sales person was Jocelyn. The store manager, Christian, told us that he would throw in 2 standard down pillows and a mattress protector since we were getting such an expensive mattress. He told us we could pay the difference ($40 more) and upgrade one of the pillows to a king size. We went in planning to buy a less expensive mattress. He knew I had "sticker shock" and gave us incentive to make the purchase. They suggested we wait until the next day to take advantage of a sale. So we called our sales person, Jocelyn, the next day (Feb. 14) and made the purchase with her on the phone. The day we visited the store, we were told we would need to come back after the mattress was purchased to get our free items. Christian said free items could not be shipped- they had to be picked up in the store.

After we got our mattress delivered we called the store to see if they had the 3 things in stock that we were told we could have. They said they did. When we got to the store they told us it would be over $400 for the items. Neither Christian nor Jocelyn were working that day. After a long runaround and several phone calls to Christian they would only give us one standard pillow. While we were at the store to get our free items Christian told me at one point on the phone he could only give us 2 items- the mattress protector and one pillow- for no charge. He said there was no way he could give us 3 free items. In a few minutes he texted one of the salesmen that we could only get one pillow- that we would have to pay for anything else. So we arrived at the store expecting our 3 free items, were then told by Christian the most he could give us was 2 items, and then ended up with only one free item.

Casper customer service people (1-800 number) were nice enough, apologized profusely for the way we were treated but said there was nothing they could do. Hopefully, our experience with this store will help you protect yourself if you choose to go there. My suggestion- go there to try the mattresses then make your purchase on line.

I consider Christian untrustworthy. If he makes an offer please get it in writing. Other salesmen at the store probably think they can't speak up about the truth b/c of the issues that would cause with Christian, their boss. At one point Christian told me over the phone if I wasn't happy we could return the mattress and call customer service. Wow! Great strategy Christian! Way to...

Unfortunately I had a very bad experience with Casper, and was given limited options for fixing the solution. If you are planning to order more than just a mattress I would think twice, as the communication between the Casper store, Casper Corporate, and third party suppliers/delivery services is completely disjointed.

My mattress, adjustable base, and headboard all arrived separately. The base arrived first, and I was told that will get set up when the headboard arrived.

When the headboard came, the delivery crew was “not authorized” to set up the base, only the headboard. They left without setting up either.

A new crew came out (weeks later) to assemble the pieces. They discovered that I did not have the additional bracket piece needed for that headboard/base combo.

Casper was unable to provide the bracket free of charge, so I had to pay for this piece, with this promise that it would be refunded later.

After the bracket arrived (weeks later), a new crew was sent out to complete the installation. This crew discovered that the bracket only came with enough screws to attach it to the frame. They did not have screws to attach the headboard to the bracket. They left with my headboard (still) not set up.

The delivery/installation company is supposed to provide a timeframe the day before delivery, plus a 30 minute heads up. Several instances I received only a phone call saying “we’ll be there in 5 minutes”. I had to cancel meetings and leave work early a few times to meet them, or I risked missing them and having to reschedule. If you do not have a flexible work schedule, DO NOT plan on this delivery service working for you.

Despite loving the products themselves, Casper Customer service would not provide any compensation for the 2-months of hassle this purchase has caused me, unless I return the order for a refund.

Since I STILL (2 months later) do not have an installed set, I do not have the patience to try to make it work. Since there was no other option, I am having my items returned for a refund. I’m left with 2 months wasted, and no bed.

Throughout the process, each delivery/installation crew said “oh yeah, this happens all the time.”

The Casper store tried to be helpful, but unfortunately all the customer service is done “Corporately”. So if you’re hoping to purchase in the store, thinking you’ll get customized customer service, you won’t.

So, long story short, if you’re getting anything that would require installation or set up, don’t bother, and spend your...

I recently bought the Original mattress from the Ponce City Market location. I was in the market for a new mattress and it was also my first time buying a mattress for myself. I researched and heard through friends about Casper before visiting the location. I've only heard good things so I decided that for my new place I wanted to sleep luxuriously on a Casper.

As soon as I arrived I was greeted by the manager Jocelin. She listened thoroughly to my requests and expectations of my next mattress. She engaged with the conversation, made note of my lifestyle and suggested I lay on each mattress to get a feel for what I want.

Immediately I fell in love with the Original as it was the right amount of firm and soft. To make the experience even better she brought over their weighted blanket and pillows for me to try. She walked through the new blankets they had on display, the robe, and duvets. I was super impressed by the way she presented the information and suggested items based off the conversation we were having. She did not pressure me into buying everything but I will definitely be back to get the rest of the items. Especially the pillows!

If you're in the market for a new mattress I highly recommend a Casper (this is coming from someone who had a mattress with springs) and shopping with Jocelin. She will ensure you have a great shopping experience and make sure you walk out...