Just wanted to say that working with Casper customer service was one of the worst experiences I’ve ever had.
I bought their top of the line hybrid mattress then a few weeks later they had a sale which could be used on any of their products if you bought a mattress. We really wanted the lamps so we contacted customer service to see if it was possible to get the discount since we just bought the mattress. The girl was extremely rude making it seem like I was wasting her time. She told me that there was no way to add anything to an existing order so I couldn’t do it. I asked if I had to return the mattress and reorder it to get the lamps and she said yes that’s what I would have to do but no I was out of luck because they took too long to respond to me (called after they didn’t respond to any of my messages) so the promotion was over. The whole time she just seemed annoyed that I even tried to ask.
Sorry I spent $2000 on a mattress and wanted to spend more on another product. I just returned it and got a Novosbed for half the price and it was way better so I’m pretty glad it turned out that way. Keep in mind that Casper can’t sell a return so they have to donate it. The whole return was a mess to deal with as well. Glad they lost money on the return even if they get to write some of the donation off.
Guess my point is that I don’t think Casper treats their customers well. I wouldn’t touch them as an investment. I personally think they’re just cashing out at this point.
Do you keep track of all the things you buy in case price goes down so that you can complain to customer support when they do?
In my case, I contacted support to see if I could get a discount before making the purchase and they told me to wait two weeks for an upcoming promotion. Also quickly exchanged a defect mattress.
Not saying they're the best, but complaining because they don't have retroactive sales....
I don’t see how this is a horrible service experience. There is no expectation of a company to honor future discounts. Would you return a car if its price later dropped or if they suddenly had a better deal?
That has nothing to do with it. The problem with the customer service is not them not honouring future discounts.
It was them not being good customer service, the general rule in customer service is basically try and do what ever the customer wants. In this case they wanted a coupon (probably for 10-20% off extremely expensive lamps) after buying a $2000 mattress. This doesn't matter and should have been given immediately.
The positive review of a single person is more important then losing 10-20% on a sale after a user already purchased another product.
Due to them not giving them a 10-20% coupon they lost a $2000 mattress sale and got a bad review on a site.
The problem is the customer agreeing that they want to buy something for a given price. Then a little while later they see an opportunity to get something for free so expect customer service to bend over backwards to make them a happier customer. They were already happy with their purchase, they just want to be happy.
It is bogus "customer is always right" garbage, and incredibly entitled behavior.
It wasn’t free. It was 10% off another product while we still had most of our return time available. A customer should not have to return your product to receive a discount a week after. It’s a massive inconvenience on both sides that could be avoided just by honoring the discount.
I bought their top of the line hybrid mattress then a few weeks later they had a sale which could be used on any of their products if you bought a mattress. We really wanted the lamps so we contacted customer service to see if it was possible to get the discount since we just bought the mattress. The girl was extremely rude making it seem like I was wasting her time. She told me that there was no way to add anything to an existing order so I couldn’t do it. I asked if I had to return the mattress and reorder it to get the lamps and she said yes that’s what I would have to do but no I was out of luck because they took too long to respond to me (called after they didn’t respond to any of my messages) so the promotion was over. The whole time she just seemed annoyed that I even tried to ask.
Sorry I spent $2000 on a mattress and wanted to spend more on another product. I just returned it and got a Novosbed for half the price and it was way better so I’m pretty glad it turned out that way. Keep in mind that Casper can’t sell a return so they have to donate it. The whole return was a mess to deal with as well. Glad they lost money on the return even if they get to write some of the donation off.
Guess my point is that I don’t think Casper treats their customers well. I wouldn’t touch them as an investment. I personally think they’re just cashing out at this point.