One of the first articles I wrote after starting Big Guy on Stuff was Big Guy Sleeping the Wave. This was a write-up of my experience buying the Casper Wave mattress and how it was holding up under a big guy’s weight. I was really excited about this bed and completely on-board with what Casper was doing. They really disrupted the mattress scene. Unfortunately, sometimes things just don’t work out.
It’s Not You. It’s My Wife.
My wife had kind of hinted at the fact that the new bed might not be doing as good for her over the weeks following the white-glove delivery of our Casper Wave. After 57 nights, she finally made the call that the bed was a little too firm for her. If I’m being honest, it probably was for me as well, but it was still so much better than the previous mattress. After she told me this, I knew that I was about to figure out just how easy it would be to return the Casper mattress during their well advertised 100 night, risk-free trial.
The Cancellation Process
It turns out that this process is as easy as they make it sound… like scarily easy. I called them up and quickly got someone on the phone who was ready to help. I explained that I was super excited about getting our Casper but that it just wasn’t going to work out for us. The lady on the other end said she would be happy to help but that she just wanted to ask me a few questions to help make the product better.
She only asked a few questions. One was how cold we kept it in the house because sometimes the material can be a little firmer in colder temperatures. Second, asked if we were sure that we were sleeping on the correct side. I guess it is easy to get the Wave model flipped around on the wrong side. I double-checked, and it was correct.
After I answered her questions, she got my return processed and said that someone from the returns department would be reaching out to me to schedule my return through a local charity. See, when you return your Casper mattress, they donate it to a charity instead of taking it back. I’m sure this probably somehow ends up being cheaper for them, but it’s still a very cool thing for them to do.
About an hour later, I actually got a call from the local Goodwill asking when I wanted to schedule my donation pick-up. I scheduled it for the earliest date we could after our replacement mattress was scheduled to be here (more on that later 🙂 ).
Gone Just as Easily as it Arrived
A follow-up email came from the returns department shortly after I scheduled the pick-up letting me know that they had contacted the local furniture bank and that to speed things up, I could send them a picture of the receipt after they come and take it away. After Goodwill came and picked up the mattress, I took the picture below. Later I sent it in, and within about 30 minutes, my refund was processed!
Final Thoughts on Casper
Casper is a great company. So many other companies could learn from them on customer service alone. It is hard to find a company who seems to care anymore. I would definitely do business with them again, and if you like a mattress that is a little firmer, I still recommend them. Even if you are not sure. Go ahead and give it a shot and see how it works. What have you got to lose? If you do try it, using any of the Casper links in this article or in other articles on this site will get you 75 dollars off of your purchase. It also, of course, gives the site a kick back (50 bucks I think).
Have any of you tried Casper? Have you had to send it back? If so, what was your experience? We want to know!