Trust Score 65/100 · 5 sources · 6,389 reviews · updated 16 Oct 2026
Casper reviews
In short
Is Casper legit?
Trustpilot lists Casper at 2 out of 5 across 6,093 reviews, but its own breakdown shows 69.8% five-star and 8.8% one-star, which works out to about 4.3, so the headline figure looks inconsistent. Google shows 4.8 from 132 reviews, but that is a New York store listing, not the online shop. The App Store shows 3.8 from 151 ratings, and it covers the Casper Glow light app, not mattresses.
Trust Score 65/100 from 6,389 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 6,389
As of 16 Oct 2026 · How we score
AI summary
Trustpilot lists Casper at 2 out of 5 across 6,093 reviews, but its own breakdown shows 69.8% five-star and 8.8% one-star, which works out to about 4.3, so the headline figure looks inconsistent. Google shows 4.8 from 132 reviews, but that is a New York store listing, not the online shop. The App Store shows 3.8 from 151 ratings, and it covers the Casper Glow light app, not mattresses.
- Customers report that mattress comfort is the main strength. On Trustpilot, 83.4% of the 6,093 ratings are 4 or 5 stars. Reviewers describe the mattress as feeling like sleeping on a cloud and say they sleep better. Trustpilot
- The 715 Lexington store gets very strong feedback. 121 of its 132 Google ratings are 5 stars (rating 4.8). Customers say staff were patient, knowledgeable and not pushy. Only 5 Google reviews were read, and this is a physical store, not the online shop. Google
- Customers like the 100-night trial and the boxed delivery. Reviewers say the trial gave them confidence to buy and that the box was easy to handle and unpack without delivery staff. Reviews.io
- Some customers report generous handling of warranty or quality problems. Trustpilot reviewers describe a mattress being replaced and upgraded, a late pillow fixed without being asked, and a full refund after a sagging mattress. Trustpilot
- The Casper Glow wake-up light hardware is liked. App Store reviewers call the light and the gentle wake-up effect a favourite purchase, though many want a better app. App Store
- Customers report mattresses sagging or developing dips, and a hard time getting the warranty honoured. Trustpilot reviewers describe being asked for many photos and measurements, and one says the 10 year warranty feels like marketing. A Sitejabber review from 2019 reports a mattress shrinking. Trustpilot
- Returns and refunds are a recurring complaint. Customers report pickups scheduled but never carried out, refunds missing for over a month, and being unable to get return labels. Trustpilot
- Customers report that customer service is hard to reach. Reviewers describe unanswered emails, hour-long holds, call backs that never come, and chat that does not work. Trustpilot
- Some orders arrived late or with the wrong details. Reviewers report shipping dates missed by a week or more, a bedframe delayed by months, a discount not honoured, and a box left broken on a doorstep. Trustpilot
- Casper Glow owners say the companion app feels abandoned. Reviewers say it has not been updated in about 6 years, has pairing bugs and lacks brightness controls. Several report the charging base failing. App Store
Summary written by AI from 118 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 2.0 / 5 | 6,093 | 16 Oct 2026 |
| App Store | 3.8 / 5 | 151 | 16 Oct 2026 |
| 4.8 / 5 | 132 | 16 Oct 2026 | |
| Sitejabber | 3.0 / 5 | 12 | 16 Oct 2026 |
| Reviews.io | 5.0 / 5 | 1 | 16 Oct 2026 |
Delivery, returns
and support
How is Casper delivery?
Delivery experiences are mixed. Several customers report mattresses and pillows arriving in 2 to a few days, and one says UPS delivery was fine. Others report ship dates missed by a week, almost two weeks to arrive for a pillow, a bedframe ordered in November still without tracking in February, and a heavy box left on a doorstep and damaged. Most complaints about delays come from Trustpilot and Sitejabber.
How do Casper returns work?
Customers like the 100-night trial in principle. Complaints focus on the process. Reviewers report third-party pickups that never showed up twice, a request open for over two weeks with no pickup date, and a refund still missing a month after an unopened return. One customer found the trial window had closed at day 123. Other customers report an efficient return and a refund granted after a lengthy process.
How is Casper customer support?
Customers report mixed support. Trustpilot has praise for named agents who were quick and responsive, and for replacements arranged without fuss. It also has many 1-star reviews about unanswered emails, long holds and broken promises. Older Sitejabber reviews from 2020 and 2021 report the same pattern. Google reviews praise in-store staff, which is a different experience from online support.
How is Casper quality?
Comfort is praised, but durability is the concern. Customers report great sleep early on, then dips and back pain after months or years. Some say the firmness did not match the description, for example a mattress sold as firm that felt soft, or a Dream Max that felt hard. One pillow went lumpy after about a year, while another reviewer says the cooling pillow works. Glow light owners like the light but report charging bases failing.
What customers say
about Casper
We didn’t feel pressured at all during this experience, and she was very patient as we weighed our options.
No one ever responds to emails, when you call you’re on hold for around an hour then it just cuts off on you.
they gladly replaced picked up and upgraded my mattress I cannot say better things about this company
I have massive dip in my bed causing me back pain and neck pain as essentially sleeping in a bath
Charging base breaks very quickly (one and a half years for me) and you have to buy a new one, otherwise worked very well
100 day trial gave me confidence to try the matttress.
Questions about
Casper
Is Casper legit?
Customers report receiving real products, and Trustpilot shows 4,253 five-star ratings out of 6,093. Google shows 4.8 for a New York store. Customers do report serious service problems, and a couple of reviews in German call it a fake shop over missing goods or refunds. Most feedback describes a real company with uneven support.
How long does Casper delivery take?
Customers report anywhere from 2 days to a few days for mattresses and pillows. Others report delays of one to two weeks, and a bedframe that took months. Some say the box was left on the doorstep. The data does not give an official delivery time.
Can I return a Casper mattress?
Customers say Casper offers a 100-night trial. Some report easy returns, while others report missed pickups and slow refunds. One customer was refused on day 123, and another was refused slightly outside the trial window and offered money for a topper. Check the trial dates carefully.
Does Casper reply to bad reviews?
The data shows a 0% reply rate on Trustpilot, Google, Sitejabber and Reviews.io. There is no sign of public replies to unhappy customers on those sites.
Is Casper worth the price?
Opinions are split. Some customers say the mattress is worth every penny and that you get what you pay for. Others who paid around $1,500 to over $3,000 report sagging, back pain and warranty hassles after a few years. Value seems to depend on how the mattress holds up.
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