How often does a product live up to its hype?
As new gadgets, gizmos, and grandiose ideas come out by the dozen each day, the focus of a consumer often changes direction so rapidly, eyes literally roll. But what about the necessities? The everyday possessions we can’t live without—what, then, do we do about hype? For an item as essential as a mattress, the stakes are considerably high.
With most people today having more trouble sleeping than ever, it’s vital to all aspects of a person’s health to rest well and frequently. Is it worth the risk to gamble with a new product that’s marketed by the way of society’s obsession with trends and modernized chic?
All Right, You Got Me
After seeing the posters plastered all over New York City subway lines, I finally gave in and researched the Casper Mattress.
The campaign clearly targeted younger people, full of eye-catching but not infantile illustrations, puns, jokes, innuendos. The pastel backgrounds immediately set up a soothing tone for the images.
I’ll admit, I found myself looking to see if there was a new one I hadn’t found yet. The tagline read: “The perfect mattress for everyone.” It promised individual experiences, catered specifically to you. And after my investigation, I can confirm, for better or worse, how true that is.
I found that among consumers, this product is honestly a split decision.
For each element of the customer experience, there are equal amounts praise and complaint. Unexpected? Not really. Frustrating? Absolutely.
Admittedly, the praise falls slightly heavier on the scale, and the general aura around the product is positive, but it isn’t a masterpiece.
What’s Inside That Counts
Easily, the most universally agreeable feature of the product is the expedient setup.
The mattress comes rolled up in a box, and requires no tools for setup if you have already built or purchased the base upon which the mattress will lie. The vessel of delivery is prime for apartment dwellers, as it can be smoothly transported into any room of the home.
Now, the product isn’t necessarily inflatable, as what might be suggested by its ability to shrink to fit into a box. Rather, it is made of foam—not as dense as TempurPedic—surrounded by thin latex on the edges. In fact, this eliminates the edges almost entirely.
Some adore this for making it easier to swing out of bed. Others bemoan the lack of structure to do something as simple as sitting on the side of the mattress.
Here, regarding the foam—the actual content of the mattress—is where the individual experience truly comes to light.
Its intention is to be on the softer side, striving to alleviate pressure and support specific areas that are prone to joint pain, such as the neck, back, and hips. They call it “Zoned Support,” where there are different densities coordinating with different areas of the body. And despite the thought and effort put into the feature, it sadly leaves individual consumers split on how it actually feels.
Review shows that the opinions can be divided close to evenly between the three possible options: too hard, too soft, and just right.
The final category is self-explanatory—the user is enamored with the product, and finds it an actual answer to their dreams. The unfortunate result for either other option, be it soft or hard, is pain for the consumer.
Many have complained that the product amplifies the joint and back pain they sought to alleviate with the mattress in the first place. Having it too hard increases unwanted pressure in the affected areas, and having it too soft provides no support whatsoever. One of the most prominently marketed elements of the mattress is to be a solution to body pain. It’s not clear that it always succeeds.
There may be a reason, though, why so many abandon it quickly. Almost everyone speaks of a two-week adjustment period to the new material that does often make or break the final answer.
The product is constructed in a way that is irregular in comparison to the box spring (and TempurPedic/memory foam) that most customers possess. This is seen as breaking in the product, like one would with a new pair of shoes. If a customer does not wish to wait that long—say, their pain is too severe to afford the time—it is understandable if they wish to go with another product that provides more immediate relief.
Many say the wait is worth it, but a handful still yet say that the material does not evolve into a source of comfort and support, even with the “breaking in.”
Staying on the material, many have also noted that semi-permanent indentation may occur in the areas where the user(s) sleep the most frequently. This can (further) cause discomfort or pain. Some have even described the mattress as turning into a “taco.”
They also note that the indentation can expedite the wear and tear of the product. A handful of consumers noted that the bed did not last beyond two years. Outliers exist, of course, but the lifespan of the product appeared to be on the shorter side.
Others speak of how the material can conduct heat, despite it being advertised as doing the opposite, especially if more than one body is on the bed. This could pose no issue if the user(s) live in a colder climate, but location would (honestly) have to be a factor when deciding to purchase this product.
How May I Help You?
It seems, though, that no matter where one lives, they will receive top-level customer service.
A few sparse reviews gave negative opinions, implying that they received lower quality in service because they were displeased with the product. Overall, however, that seems to be their other indisputable glowing quality.
The company is upfront and direct with their policies.
A paying customer receives a 100-night trial period. They offer free delivery and return pickups, mentioning that they will try their best, should resources allow it, to donate used mattresses to charity—an admirable aspect to be sure.
Another notable item on their agenda includes creating a product that is environmentally friendly. The website boasts: “Our foams are Certi-Pur certified, meaning they are made without ozone depleting chemicals and regulated by the Consumer Product Safety Commission.”
It is nice to see more companies gearing their goals and products towards social causes and benefits. Whether or not that is solely a marketing gimmick is always up for debate, but as of yet, no one has exposed any wrongdoing.
As noted, Casper offers free delivery and returns, and included in that is what they describe as “White Glove Delivery,” a service that seeks to provide the best in setup, should one choose to buy the base from the company.
The product is given a 10-year limited warranty, and they offer a payment plan assisted by a third party called Affirm.
There’s not much to be found on the pricing in terms of criticism. The price tag can be hefty depending on the size purchased, but the payment plan comes across as user-friendly, and little complain can be heard. It is good to offer such an option especially in a time where finances are difficult among the target demographic for this product.
In The End
So what is the conclusion to be drawn from all of this? Is it simply a fad (an odd thought for a mattress, but not too strange in this day)? Or is there longevity here, both in the product and its consumer base?
Based on all I have read, I have come to think that it’s worth the try if you, as a customer, are in a position to handle any sort of interference or notable change in your sleep.
Anyone ill, injured, or recently recovering from either should steer clear of taking the risk for a while. Insomniacs might want to think before they leap as well. Because of the diverse reactions to the mattress itself, it would do well to seek out owners themselves and ask for their personal experiences—maybe even interact with the bed yourself.
In other words, I don’t think this item should be an impulsive buy.
The picture painted before me is that Casper has a great idea, but there is room for improvement. More intense research and work can go into the actual content of the product, and they should take heed of the words of their consumers to ensure that the bed’s quality does not decline in any way that can be described as swift.
Its ad campaign is on point, and even with everything I have read, I am still intrigued enough to check it out solely from the advertisements alone. Casper is off to a solid start, and I think this is a product that does in fact have the potential to become someone’s perfect fit.