Casper Sleep Inc.

*** emailed us about returning her Queen sized Casper mattress on Sunday, ***One of our experience specialists began the return process on Monday, *** and quickly discovered due to the customer's home address location, there were no readily available charitable organizations who offer
pickups for the merchandise or recycling or trash removal servicesDespite this road block, we strive to provide a seamless and transparent returns process to the best of our ability for all of our customers in all locationsOur team continually sent *** updates, letting her know that we are diligently working on her return, sending emails her Tuesday, Wednesday, Thursday, and Monday On Tuesday, ***, we let her know that we had found a viable charity for a pickup of her mattress for donation and were awaiting a call back from the charity to confirm a date and timeOn Thursday, ***, we spoke to the charity who confirmed ability to pick up and we let *** know the charity was going to give her a callOn Friday, ***, *** emailed us that the charity had not calledOn Sunday, ***, she filed a complaint with the Revdex.com in NYOn Monday, ***, we received *** email that the donation pickup had not happenedWe immediately researched additional options and scheduled a pickup with her city sanitation service for pickup the next dayWe instructed *** to leave the mattress outside for pickup while we paid the disposal service for the pickup in advanceOn Tuesday, ***, we issued a full refund of purchase before confirmation of pickup as courtesy for the inconvenienceThe mattress as since been picked up by the disposal service

At [redacted], we coordinate for all returned mattresses to go to local charity or recycling partners. Once a return is initiated, our customer experience team contacts local partners to solidify a date and time that works for both the end destination and our customer. Once the pick up takes place, our...

returns team refunds the customer in full.[redacted] called us on December [redacted] to let us know that she wanted to return her [redacted] products. One of our customer experience specialists began working on her return that day. Due to her remote location, it took us additional time to secure an end destination. We worked with [redacted] to schedule a pickup date on January 7th that worked for her. Per [redacted]’s request, she was fully refunded for her purchase on January [redacted].Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

This customer reached out to us to let us know that they were not satisfied with the condition in which they received their mattresses. After a few emails back and forth with our Customer Experience team in which we tried to ascertain the condition of the mattresses so that we could rectify the...

issue, the customer let us know that they wished to return their mattresses for a full refund. As of 6/**, we have emailed the customer to set up a pickup for a full refund of the mattresses, but have not yet heard back.

At Casper, we coordinate for all returned mattresses to go to a local charity or recycling partner. If a customer experiences a product quality issue with a mattress, we encourage them to send photos to allow our quality assurance team to assess any potential issue. Incidents are reviewed on a case...

by case basis and met with one of three outcomes – troubleshooting with the customer, sending a replacement product, or accepting a return. If a return is initiated, our team works with the customer to arrange a pick up time and refunds the customer in full when the product is picked up.The customer placed his order with us on February [redacted] then reached out to us on February [redacted] to report that his package had been stolen. Our shipping partner was unable to investigate his claim since he waived a signature requirement when he placed his order. Moe requested a refund instead of having a replacement package sent out to him, and the specialist he spoke with advised that he would need to file a police report to verify that the package had been stolen. Moe stated that he had already ordered a replacement through [redacted], and the specialist advised system is separate from ours and helped him get a replacement sent directly from Casper instead.The replacement package shipped the following Monday, February [redacted], and arrived on February [redacted] with severe damage to the packaging. Moe reached out to Casper via our online chat feature on the [redacted] requesting a refund for the mattress. The specialist he spoke with offered to open a quality assurance case with him to investigate whether or not the mattress itself was damaged. Moe declined and requested to speak with a supervisor. A supervisor called Moe and talked him through the return process, explaining that per our terms of service, the mattress would need to be picked up before a refund could be issued. Moe requested to be sent additional complimentary product, and the supervisor explained that we would be unable to send free product for an order that was being picked up and refunded in full. The supervisor scheduled a pickup with a local recycling partner for the next available timeslot, which was on February [redacted]. The supervisor issued a full refund as promised when the pickup was confirmed by our recycling partner the following day.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]