Bed-in-a-box mattress company Casper is ceasing trade in the UK, to refocus its efforts in the US.
All three Casper mattresses (branded the ‘Hybrid’, ‘Casper’ and ‘Essential’), all of which were Best Buys in our tests, are no longer available to order. Customer support by phone is also no longer possible.
A glitch in Casper’s systems meant that until recently, people could order products that were not actually in stock. Those affected should be getting their money refunded. If this applies to you, read on for more details on what we’ve been able to find out.
A Casper spokesperson has confirmed that the company’s operation in Europe is being wound down and it will not be re-stocking its products. It will continue to sell its remaining products this month only.
The spokesperson said ‘the continued impact of COVID-19 forced us to make some difficult decisions to balance the needs of our company, our customers, and our community.
‘I’d like to take the opportunity to thank all of our customers for their support over the last four years ’
Need a good night’s sleep? Check out our Best Buy mattresses.
Is there anything in stock?
All Casper mattresses are gone from its UK website, but at time of writing, you’re still able to order a super king size pillow, a nightstand and a selection of bed frames and headboards. All of which now have a 60% discount by entering the code SLEEP60.
The most expensive bedframe in stock is £1,100, so you should be able to knock £660 off it using that code.
What is happening to existing orders?
Due to a higher than anticipated demand, Casper sold out of products quicker than expected. As a result, people were able to order products that were out of stock until recently.
Such as a Which? employee who happened to order a Casper mattress on 1 June. But on following up with Casper’s customer services, they later received an email apologising that this product was not actually in stock and what customer services called ‘a glitch’ had allowed them to order it.
Casper explained that their money would be refunded in 1-3 business days. And that all such orders have been cancelled, refunded and that each customer is being contacted individually.
If you’ve recently ordered a Casper mattress and have not heard from its team about your order, we’d advise getting in touch with the company.
I have a mattress on trial – what if I want to return it?
Casper is still running its returns service. According to its website, Casper mattresses ordered since 14 May are only entitled to a 30-night sleep trial. For those bought before 14 May, the initial 100-night sleep trial still applies. If you are not happy with the product, you can return it within this time frame.
There are further complications due to COVID-19, but essentially you need to contact Casper using the email firstname.lastname@example.org, to register the fact you are not happy and this must be done within your allotted trial period. The date of this registration is the important one – you may have to wait longer than usual to have the mattress collected if UPS access points near your home are closed.
However, you won’t be reimbursed until your mattress has been collected.
How can I contact Casper?
Email seems to be your only option: email@example.com – although be aware there is a warning on the website that responses are being delayed by up to six days.
While there is a phone number on Casper’s website (0800 980 6900), you simply get a voicemail saying phone support is no longer being offered from 1 June and to email instead.
Will the warranty be honoured?
Information about Casper’s warranty has now been updated and can be found in its FAQs online.
A Casper spokesperson has confirmed that ‘for existing customers, our previous warranties still apply. UK customers can continue to contact firstname.lastname@example.org for returns, warranty claims, or other questions.’
Is there information on Casper’s website?
Some information can now be found on Casper’s website, confirming its closure in the UK.
The FAQs on Casper’s website has also recently been updated.
According to the website, Casper ‘will continue to serve customers in the UK and Europe with a limited product selection this month only’ and ‘customers can continue to contact Casper at email@example.com where [its] North American support team can assist.’
What is Which? doing?
We have removed Casper reviews from our website.