We recently purchased a Casper Snow Max mattress from the Midtown Tampa Casper store, and after 3 nights realized we were having a weird problem where we felt like we were rolling to the center of the mattress. We called the store and described our problem, and manager Cassi immediately got Customer Service involved and said they wanted to replace the mattress. We were asked for pictures of the tags on the mattress, and when we removed all the bedding and moved the mattress aside to get the pictures, we saw that the movers who assembled our bed had not done so properly. We made several adjustments to the rails and center support, and our Snow Max mattress was now perfect on our frame.
What we inadvertently found today was that Casper customer service is second to none. They were prepared to completely exchange this mattress when it seemed that something might have happened to it, even though neither the store manager or the customer service representative had ever seen this before. Their desire to do whatever it took to make us happy is truly legendary in not only the mattress world, but in the entire world we live in today.
This is the second Casper mattress our family owns - and I can assure you that there will be more. Our Snow Max is a truly great mattress, backed up by exceptional support. Our experience in the store with salesperson Beatriz as well as manager Cassi was professional and low-pressure, and they were extremely knowledgeable in the products they sell as well as in their competitors' products. The store itself was lovely, comfortable, and very welcoming. We left feeling like not only had we purchased a great mattress, we had made some new friends in the deal. read more