Casper - Union Street — Local services in San Francisco

Short: If you are thinking of buying a Casper Mattress DON’T . My mattress is less than 6 months old and is starting to bend like a taco. The back pain I have is so sad after all the money I spent and customer service won’t call you back.

In the last two years I have woken up multiple times in so much pain that I was barely able to move. After multiple doctor’s visits it was determined that my random debilitating pain was most likely the result of a bad mattress. After a lot of research and talking to friends we decided on a Casper Mattress. It took some time to save the money after we chose one of the higher end king size mattress. I even called a few times before making the purchase to talk with the sales representatives. Since we were getting a larger mattress we would also need a new frame, and I had all sorts of questions. They frame they sold was unfortunately out of stock so I new I would need to purchase the frame elsewhere. I do not recall being giving any specific requirements about the frame I would need to purchase. We finally bought the mattress in July when we moved cross country. The set up was simple, although getting up the stairs solo was impossible. The first few nights took some adjusting sleep wise but after about two weeks we were both really happy with our purchase.

About two weeks ago I woke up, again, barely able to move. I went to an urgent care immediately since I didn’t have a primary care yet and one of their diagnostic questions was about the condition of my mattress. I shrugged it off knowing that my mattress was brand new and confident in Casper. The pain had not improved so I went to see a chiropractor on Friday who also asked about my mattress. When I went home I noticed that the mattress wasn’t flat, and had begun to sink in the middle. Yes, after less than six months this mattress looks like someone obese has been laying in the middle. Each side of the mattress folds at a 30 degree angle to the point that my spouse and I have to sleep on either edge of the bed as to not roll into the middle. I called the customer service number Saturday trying to find a resolution and the woman I spoke with stated that you could not use standard box springs with Casper mattress and must have slats under it instead. I explained that I had called multiple times before making the purchase and wanted to speak to a supervisor about a refund. She said that I was outside the 100 day window so I was basically SOL. She said a supervisor would call me back but that has yet to happen. I’m shocked that this is the quality of their products, that they do not stand by their products, nor are they accountable and responsive with addressing customer concerns.

I am posting this so anyone who is considering buying is aware that 100 DAYS IS 100 DAYS. THEIR MATTRESS ARE GARBAGE AND DO NOT LAST MORE THAN 6 MONTHS. THE MATTRESS I BOUGHT WAS OVER $1000 AND DOESN’T EVEN LAY FLAT. SAVE YOUR SELF THE PAIN AND...

Poor Service. Purchased product by phone - ticket never submitted to delivery service. One week later it was like purchasing all over again. Sadly phone agent read from script that he understood my frustration and would track me in the system. Very poor customer service. Not what one would expect when you purchased a premium product. After a few calls and mounting frustration, I decided to try calling the store here in SF and the agent Edwin Soto saved the day and got me a mattress within 24 hours even though the delivery service said it would be another 9 days. Edwin problem solved with me and I am very thankful. The mattress is great just do not order on line or phone. Go to a store as they know what customer service is supposed to be. I would give Edwin a six stars but given the many calls I made before I reached him I am giving a 4...

I don't often give reviews here but I'm posting this in the hopes that somebody from Casper's corporate office takes note. Ling Wang is a truly exceptional salesperson and exemplifies 'white glove treatment.'

Within seconds of entering the store, she kindly welcomed me in and asked if I had any questions. She knew every detail of every product, was able to provide the pros/cons for my specific needs by mattress, pillow, etc., and provided such a great customer experience that I went from casual browsing---purchasing a new bed, sheets, pillow, etc.

If that isn't the mark of an expert, I just don't know what is.

Ling provided the best in-store experience I've had anywhere in recent memory and the least I could do is provide feedback on the excellent job she...