Casper Mattress vs T&N

[phoenix]

Hi mpg61,

This is my first post on the forum.

Welcome to the Mattress Forum!

I emailed Casper customer support, received an automated response with a case # but have not heard from them since. That was ten days ago.

It sounds like your email and/or case number has somehow slipped through the cracks. In situations like this where you haven’t received a reply to an email in about 24 hours (or a maximum of 48 which would be unusual for most companies) I would phone them to find out what is happening.

I ran my hand across the two mattresses and noticed one of them (let’s call it mattress “A”) had a noticeable valley running from head to toe in a very straight line in the middle of the bed.

Even though there was a valley in my mattress (“A”), if I wasn’t right in the valley, it felt very supportive and I slept decently. This is my first foam mattress experience coming from a traditional inner spring. My wife was not as fortunate. After two days she had back and neck pain to the point that she could barely walk. I swapped her mattress (“B”) for mine and found that it was very soft and unsupportive, a totally different feel than the mattress I had been sleeping on. I have not been very comfortable on the swapped mattress and wake up each morning with lower back pain. These were supposed to be identical mattresses!

I haven’t contacted Casper again because at this point we need something to sleep on until we get everything sorted out. I don’t feel like it is even worth having them send out two new mattresses. What would they send? “A” or “B”? Maybe one of each again. Ugh.

It sounds like your mattress “A” at least may be defective (which happens with any manufacturer on occasion) but I don’t know if your mattress “B” is normal in terms of firmness or if was also somehow made too soft. I would probably talk to them about your experience (the valley in mattress “A” and the softer feel in mattress “B” compared to the “good” part of mattress “A”) and see what they say and if you decide to replace them vs a refund then I would probably have them send two new mattresses which I would think would both be the way they were “supposed” to be (either the same as the firm part of “A” or the softer “B”.

After more research, yesterday I ordered a single Tuft & Needle twin XL. All the reviews said that it was a firmer mattress which is what both of us need.

I then read that they had made changes to their original product and that people that previously said it was too firm were now reporting that it was “improved”. Hopefully, they did not “improve” it too much.
I hope T&N’s quality control is better than Casper’s.

I haven’t seen any complaints about the quality of their mattresses but you can see the details about the changes they made in posts #2 and #6 here. They are still in a similar firmness range to their old mattress so some people wouldn’t notice any difference in how they feel but the new foam will be more contouring which for some people will “translate” into a softer feel even though it may actually be more supportive.

Phoenix