Casper - Downtown Summerlin — Local services in Summerlin South

My wife and I purchase a mattress at this store during the pandemic on 8/29/2020. We were skeptical that the mattress would last due to it being in a box. The Nova Hybrid was very comfortable, and we were assured that if the mattress had an issue within the 10 year warrantee it would be resolved right away so we were sold. The mattress was great until just over the 3 years then we both started experiencing back pain. The back pain incurred for my wife required several chiropractic visits to correct. Mine took about a week and a half to recover and we have had to resort to sleeping on our bedroom floor using a blow-up camping mattress. We called the local store to see what could be done and were told to call support. We were asked to provide photos of the mattress with 10lbs of weight in the areas we felt lack of support and where we felt support. I used a 15lb kettle ball and the images shows the ball was much more sunken in the areas we sleep. After much more back and forth with support we were told tour claim would be processed. After several days of no follow up response, I tried reaching out via email but nothing. After calling support and complaining I was finally told that our model is back ordered and there is no estimated date which was not acceptable. I called support again and was finally able to get a supervisor the phone. She seemed sympathetic to our situation and said as she would investigate it and call me back with a solution but never did. At this point I have nothing from Casper showing there is an order to replace the mattress other than a verbiage in email that it's back ordered, and they will contact me when there is a status change. 2 weeks into this process we are still sleeping on the floor. We are not large people and IMO this is an inferior product that will fail. I would advise to stay away from Casper mattresses or any mattress in a box for that matter. I will try to update this review if I get something back from Casper. A very...

My husband and I had the pleasure of meeting Laurie at the Casper store in Downtown Summerlin. We were in the market to buy a new bed for our newly built home and had Casper at the top of our list.

The showroom at this location really wowed us. It’s set up with semi-enclosed rooms, like bedrooms in a home. Each space showcases different types of merchandise to try out. We loved how each space gave us the opportunity to experience each type of mattress, base, and the different Casper pillows.

Laurie was really friendly, providing great information on each product we tried and/or asked about. Different from other salespeople we’ve encountered at other mattress stores, Laurie didn’t hover or try to push anything on us. She gave us time to lay on each mattress and pillow. She also provided her honest opinion based on the needs and desires we gave, which helped us explore all the options Casper has to offer.

What we also really appreciated about Laurie was that she had great patience and care with us throughout our entire experience. My husband and I visited the store three different times over the span of about two months. During that time we asked Laurie for several quotes before landing on our final purchase decision. She cheerfully and carefully built out each one and correctly sent them to our emails without any hesitation. We could tell she genuinely cared about what we were purchasing and if we would be happy with the products.

When we purchased our products, Laurie also made sure that the items were held at the store until our home was ready to receive the delivery.

Just as we expected, the Casper products are everything we wanted and more!

A huge shout-out to Laurie for helping us achieve our dream bed! She really elevated this...

I received excellent customer service from at this location from Laurie, the associate store manager. She went above and beyond to help me with a complicated order and even followed up to make sure that my items would arrive on time and delivered when I needed them. Truly incredible service. Im very grateful and highly...