Disappointing Experience – Poor Service and Unethical Handling of Funds
I had an incredibly frustrating experience with Casper's customer service. I placed an order using an invoice generated by one of their employees, but it appears they entered the wrong pin code. As a result, their system automatically cancelled the order.
When I called customer service, I was repeatedly told that because the system had rejected the order, there was nothing they could do. I pushed back since my credit card had already been charged. Eventually, one representative identified the pin code error and issued a new invoice. I double-checked everything before placing the second order — only for it to be cancelled again.
Now, two transactions for mattresses have been charged to my credit card, maxing it out, and I have no order to show for it. Despite repeated calls, support continues to say they don’t know why this is happening.
Initially, I was told the refund would appear within 2–3 days. The suggested time frame had already passed when I contacted them, when I mentioned this the support person changed to 14 days and apologised for the misinformation.
What I simply cannot understand is why Casper would hold funds for nearly a month on two failed transactions for products that were never delivered. The cancellations were immediate and entirely due to their own system and employee errors.
This experience has been exhausting. The lack of communication, accountability, and urgency is unacceptable. Frankly, holding on to customer funds under these circumstances feels not only irresponsible but unethical.