Casper Mattress Complaints
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Are you interested in a Casper mattress, but want to be aware of potential issues? You’ve come to the right place. We’ve had the chance to review all of the Casper mattresses, including the original Casper, Casper Hybrid, Casper Nova Hybrid, and Casper Wave Hybrid.
While our team here at Mattress Nerd is a fan of the whole Casper mattress collection, we know that no mattress can please every person. With that in mind, we scoured Casper Sleep mattress reviews and found a few common complaints about the Casper Original mattress. In this breakdown, we’ll let you know whether we think these complaints are valid, and if so, offer solutions or alternate mattress suggestions.
Read our full Casper mattress review and Casper Wave mattress review to learn more.
- Delayed Deliveries
- Off-gassing odors
- Sleeps hot
- Seems to cause back pain
Keep reading to learn more about common Casper mattress complaints.
Top Casper Mattress Complaints
Delayed Deliveries
Some Casper customers had a difficult time getting a hold of a Casper representative who could keep the ball rolling on their mattress delivery. The complaints were directed at both Casper and the brand’s third-party delivery partners. For reference, Casper uses UPS for bed-in–a-box deliveries and a local delivery partner for orders that include in-home setup (known in the mattress industry as “white glove delivery”).
A handful of customers—those who paid extra for in-home setup and pick up of an old mattress—still hadn’t received an estimated delivery date after several weeks. When they contacted Casper for clarification, the customers were told that one or more of their items were backordered and that the local delivery partner had to wait until all of the items arrived before scheduling the in-home setup. None of the customers were aware that any of their items were backordered when they placed their order.
Additionally, several customers were frustrated when they spoke with Casper customer service representatives who didn’t know how to resolve their delivery issue. In many cases, the representative promised to respond with a call or email, but the customer didn’t hear from Casper for several days or weeks. One customer was told that she hadn’t heard back from Casper because her assigned representative had gone on vacation.
Verdict:
Like many online mattress companies, Casper uses a third-party delivery partner for in-home setup. If one of your items is backordered, expect that your delivery will be delayed. With that said, Casper can do a better job of keeping their website updated with the brand’s current inventory and keeping their customer service team aware of any backordered items.
Solutions:
- Before ordering your mattress online, talk with a customer service representative about the current delivery window for your area, and ask how they handle delayed or backordered shipments.
- Buy your mattress from a Casper store or authorized showroom. When you buy your mattress from a Casper store, you can take it home with you, and a store associate can help you load it into your car.
- Instead of purchasing in-home delivery for online mattress orders, enlist a few friends to help you set up your new mattress once it’s delivered to your home by UPS.
Off-gassing
Several customers complained of a chemical odor coming from their mattress immediately after the unboxing process. In some cases, the odor was still present after a few days and had spread to other areas of their home.
It’s not uncommon for new mattresses to have a temporary odor. This “new mattress smell” is called off-gassing, and it happens more frequently with memory foam mattresses. It’s similar to the way a new car or freshly painted room smells. In these instances, chemicals called volatile organic compounds (VOCs) are used during the manufacturing process, and they continue to “off-gas” as they break down. But just like new cars or dried paint, mattresses eventually air out, too.
Fortunately, experts say that inhaling low levels of VOCs during the off-gassing process doesn’t pose a threat to your health. Plus, most off-gassing occurs during manufacturing. With that said, those with allergies or asthma may notice an uptick in respiratory issues while their mattress airs out.
Verdict
All-foam mattresses, especially those with memory foam layers and chemical adhesives, have a tendency to off-gas for a temporary period of time after unboxing. Not many customers complained of this problem, and several explicitly stated that they didn’t detect any odor at all.
Solution
- Allow your mattress to air out on your bed frame for up to 48 hours in a well-ventilated room before using it. Consider cracking the windows and bringing in a portable fan to improve airflow. Some customers have even reduced the off-gassing time of their mattress by repeatedly pressing into the foam layers.
- If your Casper bed still smells after a few days, you can request a return or exchange during the 100-night trial period.
- Look for foam beds that are CertiPUR-US certified for low VOC emissions.
- Use a mattress protector on your new bed as a barrier against any lingering odors.
- Opt for a different mattress made with materials like innerspring coils or latex.
Alternative Mattresses:
Saatva Classic
Product Details
Our Recommendation
Financing Options
Financing options are available for this mattress.
Read our full Saatva Classic Mattress Review to learn more.
Birch Natural Mattress
Product Details
Our Recommendation
Financing Options
Financing options are available for this mattress.
Read our full Birch Natural Mattress Review to learn more.
Sleeps Hot
Some Casper customers cited overheating as a problem with their mattress. They simply got too warm on the bed. One customer even used cooling sheets to no avail. They ended up having to return their mattress because they were losing sleep or waking up drenched in sweat.
The reasons heat retention in mattresses vary. Sleeping in a warm climate will naturally cause your mattress to heat up. Some people also naturally sleep hotter than others. Another common reason that mattresses overheat? The materials used in the bed’s construction.
Mattresses made with high-density foams tend to struggle with breathability because body heat gets absorbed into the top layers of the mattress, but it doesn’t have anywhere to go. Over time, more and more heat pools under your body. This is why mattress companies—especially those who produce all-foam mattresses—incorporate cooling features like gel infusions and perforated or convoluted foam layers. Some mattresses even use phase change materials (PCMs), which absorb and redistribute excess heat.
Verdict
All-foam mattresses like the Casper original can retain heat. This isn’t the case for every sleeper, but it is a problem for some.
Related: Casper Mattress Warranty Breakdown
Solution
- Choose a mattress without memory foam. Polyfoam mattresses usually aren’t as dense as memory foam mattresses, so they have better airflow. The same is true for hybrid mattresses. For example, the Wave Hybrid mattress from Casper has a breathable coil base layer, plus gel infused into the foam.
- Keep the temperature in your bedroom lower than normal. For reference, 68 to 72 degrees is ideal.
- Try out cooling sheets or a cooling mattress topper.
Related: Best Hybrid Mattresses
Product Details
Our Recommendation
Financing Options
Financing options are available for this mattress.
Read our full Cocoon Chill Mattress to learn more.
Nectar Premier Hybrid
Product Details
Our Recommendation
Financing Options
Financing options are available for this mattress.
Read our Nectar Premier mattress review for more information.
Seems to Cause Back Pain
One of the most cited complaints, especially on Amazon, was that customers developed back pain after sleeping on the Casper mattress for a few days or weeks. Specifically, customers mentioned shoulder and lower back pain. Typically, the complaints included a comment about the mattress being too firm or too soft, and most of the complaints came from side sleepers who didn’t get enough pressure relief near their shoulders.
Since no mattress has the perfect firmness level for every sleeper, this makes sense. Casper does its best to accommodate a broad range of sleepers. For example, the middle layer of most Casper mattresses features Zoned Support that provides more support for your hips and more pressure relief for your shoulders.
Still, the Casper original isn’t right for everyone. We don’t recommend this mattress to stomach sleepers with average-weight or heavyweight body types, since it probably won’t keep their lower backs lifted in a healthy spinal posture. Also, the extra softness at the head and foot of the bed still may not be pressure-relieving enough for strict side sleepers.
Related: Best Mattresses for Back Pain
Verdict
The original Casper can improve or worsen back pain, particularly during the mattress break-in period. There are far more reports of the mattress alleviating back pain, but the mattress increased discomfort for a handful of customers.
Solution
- Choose the right mattress for your sleeping position. Generally, side sleepers need a mattress that enables their shoulders and hips to sink into the top layers. Side sleepers tend to be the most comfortable on soft to medium-firm beds. Stomach sleepers should stick to firm mattresses, though some medium-firm beds provide enough support. Back sleepers are the most versatile, and often enjoy medium or medium-firm beds.
- Choose the right mattress for your body type, and remember that mattress firmness is subjective. Those with heavyweight body types tend to experience a medium-firm mattress as softer, while a lightweight sleeper may consider the same mattress as much firmer.
- Keep in mind, it can take up to 30 days for your body to adjust to a new mattress. This is called the mattress “break-in period.” If you develop aches or pains during this time, it’s actually normal. The only time you should be concerned is if the discomfort doesn’t resolve within the first 30 days.
- Take advantage of your sleep trial. Casper will accept returned mattresses for any reason during the 100-night trial period, but remember: subjective mattress characteristics—like pressure relief, motion transfer or edge support—aren’t covered by the Casper 10-year warranty.
About Casper Sleep
Casper Sleep launched as an online mattress company in 2014. The brand still offers bed-in–a-box delivery to your front door, but they’ve since opened up brick-and-mortar Casper stores and linked arms with Amazon, West Elm, and Target.
Casper is known for reasonable mid-range pricing, easy mattress set-up, and an accompanying suite of sleep products. In addition to the Casper Original mattress, Casper offers three other mattress models. Customers can also purchase Casper pillows, sheets, bed frames, and accessories like silk pillowcases. Our team here at Mattress Nerd has covered Casper Sleep extensively in our mattress reviews:
- Casper Mattress Review
- Casper Hybrid Mattress Review
- Casper Nova Hybrid Mattress Review
- Casper Wave Hybrid Mattress Review
Why Choose the Casper Mattress?
The Casper Original mattress is designed to accommodate a broad range of sleepers. The medium-firm feel blends support and cushioning for a feel that one reviewer called “just right.” Another said it works well for both her and her boyfriend’s different sleep needs.
We’re big fans of the AirScape foam comfort layer on top of the Casper mattress. It’s a proprietary foam layer that’s both contouring and responsive. That means it stays comfortable even if you’re a combination sleeper who switches sleep positions at night. Plus, the AirScape layer has an open-cell construction, which enables better airflow.
We also love the memory foam transition layer. Not only does this layer isolate motion really well, but it’s also divided into ergonomic zones. The center third of the foam is firmer (which supports your lower back) and the head and foot are softer (which cushions your shoulders and knees).
Other reasons customers say they love their Casper mattress: easy unboxing, deeper sleep, a “cloud-like” feel, reasonable pricing, and even relief from insomnia.
The Bottom Line
While these complaints are valid for some, the vast majority of reviewers are happy with their Casper mattress. We definitely think it’s worth a try, especially for back sleepers, average-weight side sleepers, combination sleepers, and couples. Even if you decide it’s not the right fit, you’ll get free returns during Casper’s 100-night trial period.
CASPER VS.
Check out our comparison tool to see how it stacks up.
Conclusion
The Casper Original is consistently ranked one of the best mattress options for people looking for value, comfort, and quality. Still, it’s essential to understand the pros and cons of any bed before you pull the trigger.
Overall, shoppers will find the most success when they take the time to read through the brand’s policies regarding shipping, warranty coverage, and returns. We also highly recommend developing an understanding of the ideal mattress type and firmness setting for your body (including your weight, preferences and sleeping position). The Casper tends to be a good mattress for a wide variety of people, but that doesn’t mean that it’s right for you.
Knowing your specific mattress needs could save you the trouble of an uncomfortable night’s sleep on the Casper or frustrating experience with the brand’s customer service team.
