Casper - Melrose Ave — Local services in Los Angeles

REVIEW UPDATE - Finally Received Products After a Month. Original Post Below. Review upgraded from 1 star.

After receiving no responses from Casper agents and a bunch more of calls/chats/emails to Casper, I finally received my products. The mattress is comfortable and much better than my cheapo 15+ years inner spring mattress. A couple things that were contrary to what the salespeople represented. The mattress has a strong smell that diminishes after 24 hours. It's been a week, but I can still smell the foam when I sleep. The delivery process and dealing with customer service were painful. After doing some research, my incident does not appear to be isolated. With that said, the product is good. Just be prepared to deal with delivery and customer service problems.

PREMIUM PRICING DOES NOT EQUATE TO PREMIUM SERVICE. Great sales experience, AWFUL follow through. It’s been 2 Weeks, a wasted Saturday, and I still have no bed. I purchased a bundle as I needed the foundation as well as the mattress. I stressed repeatedly that I needed the foundation delivered at the same time and need the delivery guy to remove the old mattress. This was promised as a condition of my purchase with the payment of an additional approx. $200 for the delivery fee. Casper outsources delivery to XPO logistic. When I called XPO to confirm that they will deliver the two items on the same day, I was told yesterday that it would as it was the only shipping order for me. Today, the guys showed up with the mattress, but NO foundation, and said that they cannot remove the old mattress. I tried calling XPO but got suck into an endless loop of recording asking me to confirm a delivery time in an unspecified future. I called Casper over an hour ago and was put on hold for a long time. After over 20 minutes with Casper’s online customer chat representative, I was told that Casper will be contacting XPO, but it may take up to 2 business days to sort the situation. I may upgrade my one star rating if this issue is...

After booking an appointment for our visit to the showroom we walked in search of a queen mattress and the total experience is precisely what mattress shopping should be. Our salesman greeted us and made us feel comfortable right away. After a quick temp check he offered plenty of Covid-19 related precautions: sanitizer, wipes, disposable Matt's to place on the beds and etc. The showroom had small rooms where you can lay down and test drive as long as you want on the different models. Our salesman was great at explaining the features of each model and Casper's return policy. We ended up buying one on the spot, but not because we felt any pressure to do so. It was nice not feeling like we were being hussled which has been our experience at other mattress stores. The interior design is starting to look a little dated. Feels like an 80s Canadian kids...

What a joke. I tried to buy a bed from them and they outsource delivery to XPO logistics who forgot parts and can't seem to come finish the installation. I've had an unfinished bed for two weeks. Their customer service people never followed up with me after I explained the issue to them and then when I called again they claimed to have made an appointment for XPO to come out who then claimed to not have any appointment in their system. Great marketing, awful...