Business Profile

Mattresses

GhostBed

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Initial Complaint
01/27/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had ordered a mattress bundle with Ghostbed on Friday Jan 24th and in the checkout, the price showed less $2641.80CAD than what actually charged to my credit card after payment which was $5283.60 . My order number is *****GBCA. I quickly realized this and called to cancel within 5 mins. They cannot help me by stating that the order was placed and they are unable to cancel and they do not have the ability to cancel the order even though it has yet to be shipped out. They stated that they ship out 24hours a day and that its probably already been shipped and they could not cancel the order. How can they not cancel an order within a few minutes of ordering, this is absurd. Even calling them so quickly, they will not cancel or complete a refund. This is fraudulent at the very least. They suggested that I refuse deliver and with that pay a 15% restocking fee as well as freight charges instead of them canceling the order. Restocking fee is 15% of the entire order which will be around $750 and the freight charges will be $750CAD as well. They are not giving consumers a fair chance to cancel within a few minutes of ordering especially when there was a discrepancy in price. PLEASE DON'T BUY ANYTHING FROM GHOSTBED!!!!!!!!!!!! This is very frustrating as I would not have completed the purchase had I seen the final amount. People need to stop ordering from this company as they will do nothing to help you. My package has not even been picked up yet by ******. I asked them to honor the price which was a total of $2641.80 CAD and they refused. *** ex tracking #s ************, ************ which shows that the label has only been created as of 830am this morning Jan 27th and has not yet been picked up. Please cancel and refund the entire order or honor the price that was presented at the time of checkout in the amount of $2641.80 and refund my credit card for the difference.
Business response
01/27/2025
GhostBed Order# 44473GBCA
Thank you for reaching out to our GhostBed team.

Please note; the included screenshot from the customer includes 2 promo codes deducted from the order. Per our terms, discount codes cannot be stacked. The higher of the 2 discounts were deducted. Our terms are found online, linked in the customer's cart prior to check out, and linked on the order confirmation email to the customer.

Please find the relevant terms attached.

Customer response
01/27/2025

Complaint: 22862682

I am rejecting this response because:
Regardless of what your policy states when it comes to using more than one code, your system showed a price and should be honored. If the price cannot be honored or any further discounts, then at the very least the order should be cancelled as requested. The order has yet to be picked up by ***** and should be easily cancelled for pick up.

Sincerely,

******* ******
Customer response
02/03/2025
Ghostbed has yet to respond to my post on Jan 27th on BBB. On Jan 30th, Ghostbed conveniently instructed Fed Ex to drop off 2 boxes without a signature required, and although we waited at home for the delivery, they dropped off the boxes on our walk way and did not ring the doorbell or anything so we did not have the opportunity to refuse the delivery. In addition to the delivery, the boxes are damaged and I had provided pictures to them while requesting return labels for the items delivered so we can return them and they are not responding to my requests and I have messaged them 3 times to get an update. Again, this company is proving to be very difficult to deal with and are not providing any level of customer service. We will continue to contact ghostbed for updates. At this point we are asking for a full refund of the product with no additional charges for restocking or any freight charges associated with this return.
Business response
02/05/2025
Please find the relevant terms in the attached snippet.
Initial Complaint
01/22/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
12/15/2024 I made purchase 12/29/2024 I reached out via chat they said to contact customer service via the return/exchange request and hitch I did. 1/7/2024 manager reached out to me with no resolution My ultimate request was to do a return and get a refund for 2 twin XL mattresses costing $2,455.60 due to extreme pain. The manager said because my first general question involved size and I did not respond to the **** question about if I prefer a softer or firmer mattress that it voids the option for return/refund or exchange. I explained to this manager over the phone the situation and still no resolution for any kind of refund despite them advertising their 101 sleep trial.
Business response
01/30/2025
GhostBed Order #******GBUS

Thank you for reaching out to our GhostBed team.

Please find the ***** tracking linked below. GhostBed shipped the customer 2 mattress toppers

*************************************************************************

Customer response
01/30/2025

Complaint: 22845674

I am rejecting this response because:

After refusing to give a refund you said all you could do was send toppers for the discomfort issues. By sending the toppers you recognize the discomfort issues yet I see no refund. Also in an email thread with Jancita she responds on 1/2/25 I was able to speak with my supervisor who has advised that we can move forwarded with the return. Then in the very next paragraph Jancita goes on to say, Because this is a non-comfort reason we will not be able to complete the return process on your order.
My response to this email was requesting a phone call seeing how this one email response contradicted itself; however, it still stated that ghost bed can move forward with the return.

Sincerely,

******* *******
Business response
01/30/2025
There is no additional information provided to respond to.
Customer response
01/31/2025

Complaint: 22845674

I am rejecting this response because:

There is much to respond to. Your representative said the return got approved and your admittance of the comfort issues by sending toppers. Both confirming there are comfort issues and your company said return approved. I want a refund.

Business response
02/05/2025
I do not see the clarification needed.
Business response
02/06/2025
Please find an image of an email sent to the customer on 1/7/25.

The customer initially requested to change from Split King to King size. Sizing issues are not covered under our 101 Night Sleep Trial.

As a courtesy, GhostBed did send out 2 toppers to the customer.
Customer response
02/06/2025

Complaint: 22845674

I am rejecting this response because:

can I exchange the 2 twin xl beds I got for my husband and me that make up our king bed for a **** ***** all foam and if we still dont like the Venus, can I still get a refund?
This was my original question. And it is documented. As shown above I wanted to know if we exchange and still dont like the exchanged one if we could get a refund. It was a simple yes or no question that your company misconstrued. I have all the actual correspondence, not just a personal summary, and can paste here if needed.

Sincerely,

Heather
Business response
02/12/2025
There is no additional information to respond to.
Business response
02/12/2025
There is no additional information to respond to.
Business response
02/12/2025
The customer initially requested to change from Split King to King size. Sizing issues are not covered under our 101 Night Sleep Trial. The customer would not be, and is not eligible for a refund due to this request.
Customer response
02/12/2025

Complaint: 22845674

I am rejecting this response because:

I already pasted the exact initial question in my last response which is documented. Read the last one closer. Customers should be able to ask questions without being penalized for their question.

Sincerely,

******* *******
Initial Complaint
01/19/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to exchange and or return my mattress since the 22 of December. They delayed the process so much that I opted for a return. I sent in my donation receipt and picture of my cut mattress tags on January 6th per their request. I have been asking for an anticipated return date in writing ever since. Ill call and ask for them to email me when I should expect my refund. They have ignored repeated emails and requests. Truly the worst costumer service experience Ive ever had. I just want my money and to be done with this company. I have all the emails to back up my claims
Business response
01/27/2025
GhostBed Order # 221528GBUS

Thank you for reaching out to our GhostBed team.

Account notes show the item was refunded on 1/22/25.
Customer response
02/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
After your involvement they immediately processed my refund. Thank you for your help!

Sincerely,

********* *******
Initial Complaint
01/06/2025
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had ordered a mattress with Ghostbed and in the checkout, the price showed less than what actually charged after payment. order number (******GBUS)I quickly realized this and called to cancel within 5 mins. They cannot help me in any sense and still wanted me to buy another mattress. Even after making this quick response, they cannot cancel or refund.Seriously a fraud company with missing ********** proceed cancellation or refund, they were charging a restocking fee and delivery fee even if it is not opened. which is around $500.They are not giving a fair chance for people to cancel it without fraction of time placing an order.The problem is with their website which doesn't show updated prices which they are using for their favor. PLEASE DON'T BUY ANYTHING FROM GHOSTBED!!!!!!!!!!!!!I never ever do this complaints or even reviews. This made me very frustrated.If I would have seen this final amount at checkout, I would have bought same mattress at ****** only which is 400 cheaper than the price they showed on ghostbed website.I wish someone stops these malpractices and make them aware
Business response
01/14/2025
GhostBed Order# 223698GBUS
Thank you for reaching out to our GhostBed team.

Our Director of **************** cancelled this order, and the customer has been refunded.
Customer response
01/15/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Sai Gajji
Initial Complaint
12/24/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with GhostBed (#******GBUS) and realized my mistake almost immediately. Within 5 minutes of placing the order, I contacted the company through email, their chat system, and by leaving a message. As soon as their customer service opened, I followed up with a phone call to request cancellation. Despite all this, I was informed that GhostBed refuses to cancel the order because of a "no-cancellation policy," even though the order has not yet been ************ make matters worse, they insist on proceeding with the order and then charging me an outrageous $500 restocking and shipping fee if I return it. This practice is completely unreasonable and feels predatory. Denying a simple cancellation request and forcing customers into an order they no longer want reeks of bad faith.GhostBed's policies are not only unethical but seem designed to exploit customers who make genuine mistakes. Their lack of flexibility and customer care is shocking and unacceptable.I strongly advise others to avoid GhostBed entirely. Their shady practices and disregard for customer rights have left me with no choice but to file this complaint. I hope the BBB intervenes to address these exploitative policies.
Business response
12/30/2024
GhostBed Order# 222964GBUS

Thank you for reaching out to our GhostBed team.

GhostBed and the customer have reached an agreeable resolution.
Customer response
12/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
GhostBed went above and beyond to provide a very favorable resolution. My issue was escalated, and they reached out to me directly, listened to my concerns, and worked to resolve it. So, thank you for making things right!

Sincerely,

Poonam Kadam
Initial Complaint
12/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased the ghost bed bundle for $4,012 in October 2024, after seeing their Ghost bed 101-day sleep trial. This trial required us to try the mattresses for 30 days which left us in back pain and no sleep. Their online promise to pay for us to ship back our defective product for a full refund was misleading as that was never Ghost Bed Company intentions. We were offered $91 refund for a $4,000 bed that causes us pain and mental suffering due to lack of sleep. We want the full money back without us having to pay to ship their defective products. Thank you
Business response
12/15/2024
GhostBed Order# 218084GBUS

Thank you for reaching out to our GhostBed team.

GhostBed would like to clarify a few points. The customer was never asked to ship back at their cost their mattress back to GhostBed. This isn't an option GhostBed offers.

On 12/11/24 the customer was emailed the amount their refund would be, and it wasn't $91.
On 12/14/24 GhostBed received notification the customer fraudulently filed a dispute with their bank for a credit not processed, despite not returning any items to trigger a refund.
Customer response
12/16/2024

Complaint: 22655790

I am rejecting this response because:

Though an offer over $90+ was made right before I posted my BBB complaint, Ghost Beds still refuses to honor their 101 day money back guarantee on our ghost bed bundle.
I could understand if it was clearly and opening stated with their 101 day guarantee, that bundles were excluded but at the time of purchase this was not the case. It is indeed false advertising and requires a change so that future customers are not duped into buying bed bundles under the guise they could return with free shipping. Instead I was offered less than half of what I paid with my credit card for merchandise I am unable to use.
The only way that I can take my complaint down is Ghost Beds honoring their money back guarantee, refunding me the full amount and taking back their beds at their expense for shipping.
Sincerely,

******** ********
Business response
12/20/2024
There is no additional information to respond to.
Initial Complaint
12/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a GhostBed knowing per their website I had 101 sleep trial and" If youre not loving the comfort or feel of your mattress after the initial break-in period, no worries. Contact us before night 101, and well help you coordinate your return." and "Try Your GhostBed Mattress ?for 101-Nights Lounge, nap and snooze on your GhostBed Mattress for 3+ months. Dont love it? Return it for free with our money back ************** Shipping and Mattress Returns.After sleeping on the bed and being in severe pain as a result I requested a return and refund of my money. I had several interactions with *******, who at one point was yelling at me and talking over me, who tried her best to get me to accept a topper. I explained I didn't want a topper for a mattress I paid nearly $900 for. She refused to initiate a return. I asked to speak with a manager and she refused. She advised me she was sending me another email on next steps to return which I never received. I want this company to honor what is advertised on their website, pick up their product and give me a full refund as advertised. Shame on this company for intimidation and flat out refusal to honor their OWN return policy. I am an elderly woman and this company has scammed me. I want my money back and the product picked up.
Business response
12/15/2024
GhostBed Order #******GBUS
Thank you for reaching out to our GhostBed team.

On 12/4/24, the customer was emailed instructions on how to return their mattress for a refund.
Customer response
12/31/2024

Complaint: 22642115

I am rejecting this response because:
As of today 12/31/2024 I have not received a refund of my money. The mattress was finally picked up after I told the company I was filing a complaint with the ********************************. The mattress was picked up 12/6/2024 and my credit card still hasn't been refunded. I have moved forward with filing a complaint with the ******************************** and a dispute with my credit card company
Sincerely,

******* *******
Business response
01/02/2025
Please find the following snippet attached.

The customer was emailed on 12/16/24 that we received their donation receipt. The customer's refund is pending, as outlined in the email to the customer.
Initial Complaint
12/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Was on ghosted site checking out there deals and after I had stuff in my cart I was trying to see if I qualified to buy it under affirm but somehow the site was able to charge my card which I had never entered. This was my whole paycheck to pay my bills and live off for the month as I am a disabled veteran and am only paid monthly. I immediately called the company frantically as I was not ready to even purchase I only wanted to see what options were available when the time was right. Not only were they not helpful. I asked them to not ship the stuff with no useful advice only that once the order is made youre screwed basically. I tried cancelling the order through the shipping company who I was told noted it but actually didnt and to put a note on my door to refuse order. I knew I was not going to be home to do it personally and that didt work either so now I have products outside my home and no one there and the shipping company had a third party shipper which no one is allowed to give the number to have this stuff picked back up this is a complete nightmare I just want my money back so I can pay my bills. They can have everything back untouched or opened. Im not wanting to pay for restocking fees or percentages as I wholeheartedly attempted in every way to cancel this order before it left the warehouse without any consequences or repercussions. Ill never go through any company ever again that do not have a ************** operation that is doing legit business and not some e-commerce type business that I was unaware of until I tried getting my transaction reversed. They obviously have not met with the right wrong person who will make them wish they did better by there customers. I am truly disappointed and at my wits end on how to turn this around without losing money I never intended on spending upfront. I just wanted to make an informed decision on how best to move forward when I was ready to actually purchase the product. Not forced into a hardship.
Business response
12/02/2024
GhostBed Order #******GBUS

Thank you for reaching out to our GhostBed team.

The customer spoke with a manager regarding their order. Management offered the customer to switch their payment method to Affirm, and the customer declined. Please note; ********************** does not have access to a customer's credit card information. Any credit card charge, would have been customer initiated.

The customer was informed per our terms, we are not able to cancel orders once they are placed. The customer has the option to refuse delivery for a refund minus restocking fees and freight charges per our terms.

As of 12/1/24, items have been delivered to the customer's shipping address. The customer did not refuse shipment on these items.

Customer response
12/06/2024
Subject: Request for Full Refund and Assistance with Return

Ghost bed ,

I am writing to request a full refund for the package delivered to my address, which I had explicitly attempted to cancel before shipment.

Background:

1.Cancellation Attempt:
As per instructions, I called ***** to cancel the delivery. I was assured a note would be placed in the system to prevent the shipment, but it appears this was not done.
2.Refusal of Delivery:
I followed the guidance to place a refusal note on my door. However, I believe due to the note on the siding falling off during the night, and the delivery driver never reading the note on the door lead to the package being delivered despite my absence.
3.Unable to Return Package:
I attempted to call ***** to arrange a return, but I was informed that I needed to contact a third party. Unfortunately, I was not provided the necessary contact details. Since I am out of town until the 17th, I cannot access the package to retrieve the return information.

Request for Refund:

I am asking for a full refund due to:
A system glitch: My payment information was populated without my explicit input, resulting in an unintended purchase.
Financial Hardship: As a disabled veteran on a fixed income, this has caused undue stress and hardship.

Next Steps:

I request your assistance in resolving this matter quickly:
1.Arranging a pickup or alternative return method for the package.
2.Issuing a full refund for the order.

Please let me know if further information is needed to expedite the resolution. I appreciate your understanding and prompt attention to this matter.

Sincerely,
******* *****
****************************
phone number is in the system as well

Customer response
12/06/2024

Complaint: 22623695

I am rejecting this response because:
Subject: Request for Full Refund and Assistance with Return

Ghost bed ,

I am writing to request a full refund for the package delivered to my address, which I had explicitly attempted to cancel before shipment.

Background:

1.Cancellation Attempt:
As per instructions, I called ***** to cancel the delivery. I was assured a note would be placed in the system to prevent the shipment, but it appears this was not done.
2.Refusal of Delivery:
I followed the guidance to place a refusal note on my door. However, I believe due to the note on the siding falling off during the night, and the delivery driver never reading the note on the door lead to the package being delivered despite my absence.
3.Unable to Return Package:
I attempted to call ***** to arrange a return, but I was informed that I needed to contact a third party. Unfortunately, I was not provided the necessary contact details. Since I am out of town until the 17th, I cannot access the package to retrieve the return information.

Request for Refund:

I am asking for a full refund due to:
A system glitch: My payment information was populated without my explicit input, resulting in an unintended purchase.
Financial Hardship: As a disabled veteran on a fixed income, this has caused undue stress and hardship.

Next Steps:

I request your assistance in resolving this matter quickly:
1.Arranging a pickup or alternative return method for the package.
2.Issuing a full refund for the order.

Please let me know if further information is needed to expedite the resolution. I appreciate your understanding and prompt attention to this matter.

Sincerely,
******* *****
****************************
phone number is in the system as well

Sincerely,

******* *****
Business response
12/15/2024
The customer has been in contact with our management team via email.

The customer has not provided any additional information to respond to.
Customer response
12/20/2024
As per the email I sent. I am writing to formally address the ongoing issues with my recent order. As a new customer and a disabled veteran, I expected better handling of this transaction. Below, I have outlined the key concerns and my proposed resolution:
1. Order Details [******GBUS] and Issues
My order included multiple parts for a bed; however, one critical piecethe mattresswas not delivered as promised.
The initial delivery date for the mattress was December 10, but I received multiple messages indicating delays. Confusingly, the delivery status changed to delivered on December 16, yet I have not received the mattress. If you look back youll also see in our last correspondence via email your customer advocate ***** even stated that it had not arrived
Despite my efforts to resolve this matter, I have not received a satisfactory response from your team or ****** Despite my best efforts to call and cancel said order, initiate a compromise and make a good faith offering all have been mishandled on your part.
2. My Proposed Resolution
I am willing to return all parts of the bed that I received and pay the quoted $375 in freight shipping costs.
Alternatively, I request immediate action of the missing mattress be returned to your facility once located so this can be fulfilled promptly and without further issues.
3. Concerns About Business Practices
The handling of this order, combined with the lack of clear communication, has left me feeling deceived and undervalued as a customer. I am beginning to question whether this experience is reflective of broader unethical business practices.
I hope to resolve this matter amicably and in good faith. Please confirm your willingness to accept the return of all items under the conditions I have outlined, or provide a clear explanation of how you intend to fulfill the original compromised order.
If I do not receive a satisfactory response, I will be compelled to escalate the matter further, including disputing the charge with my payment provider (done), filing continued complaints with the Better Business Bureau (BBB) (ongoing), and potentially seeking assistance from veteran advocacy organizations (if a resolution cannot be reached).
I trust that GhostBed values its customers and will take immediate steps to rectify this situation. I am deeply disappointed. Thank you for your prompt attention. I look forward to your response.

Sincerely,
Customer response
12/20/2024
I recently spoke with ****** and they confirmed that the package containing the mattress was lost on their end. However, they informed me that only your company, as the account holder, has the authority to file a claim and secure a refund for the lost item.

Given these circumstances, I am requesting a full refund for the lost mattress, including all associated freight charges. As part of my order, I am only unwillingly being forced to cover the freight charges for the items I have received per our previous correspondence:

2 Bases
2 Pillow boxes
1 Mattress protection cover

Please confirm once the claim has been filed with ***** and provide an update regarding the status of my refund. I look forward to your prompt resolution of this matter.

Thank you for your attention to this issue.

Sincerely,
A very disappointed customer
Customer response
12/23/2024

Complaint: 22623695

I recently spoke with ****** and they confirmed that the package containing the mattress was lost on their end. However, they informed me that only your company, as the account holder, has the authority to file a claim and secure a refund for the lost item.

Given these circumstances, I am requesting a full refund for the lost mattress, including all associated freight charges. As part of my order, I am only unwillingly being forced to cover the freight charges for the items I have received per our previous correspondence:

2 Bases
2 Pillow boxes
1 Mattress protection cover

Please confirm once the claim has been filed with ***** and provide an update regarding the status of my refund. I look forward to your prompt resolution of this matter.

Thank you for your attention to this issue.

Sincerely,
A very disappointed customer

Sincerely,

******* *****
Business response
12/30/2024
GhostBed Order #******GBUS

The customer emailed ********************** on 12/28/24 and stated she has dropped off her items to ***** for return shipment. Once they items are received, the customer will be refunded as outlined to the customer in email.
Customer response
01/14/2025
I hope this email finds you well. I am writing to follow up on the status of my refund and the resolution of the missing mattress that was marked as delivered but was never received.

Summary of the Issue:
1.I returned five items, which were confirmed as received, but I have not yet received my refund. I understand that its a process and will take some time.
2.The mattress in question, marked as delivered by ****** was never received. It appears to have been a result of erroneous delivery information, as confirmed in our previous communication.

My Requests:
Refund for the Mattress: Since I did not receive the product, I kindly request that my full refund for the mattress be processed promptly. Without any l fees.
Update on Refund for Returned Items: Please confirm when I should be on the lookout for the refund for the five items that were returned and confirmed as received.

I understand that ***** may be/ is at fault for the mishandling of the mattress delivery, but as the merchant, your company can recoup the total cost through their claims process. I hope that this process will not further delay my refund as well as help you to return all my funds for the mattress as stated above.

Please provide me with an updated status of my refunds and provide any additional steps or information required from me to finalize this matter. I appreciate your attention to resolving this issue, and I hope to bring this situation to a conclusion soon.

Thank you for your assistance, and I look forward to your response.
Best Regards.
Customer response
01/15/2025

Complaint: 22623695

I am rejecting this response because:
I hope this email finds you well. I am writing to follow up on the status of my refund and the resolution of the missing mattress that was marked as delivered but was never received.

Summary of the Issue:
1.I returned five items, which were confirmed as received, but I have not yet received my refund. I understand that its a process and will take some time.
2.The mattress in question, marked as delivered by ****** was never received. It appears to have been a result of erroneous delivery information, as confirmed in our previous communication.

My Requests:
Refund for the Mattress: Since I did not receive the product, I kindly request that my full refund for the mattress be processed promptly. Without any l fees.
Update on Refund for Returned Items: Please confirm when I should be on the lookout for the refund for the five items that were returned and confirmed as received.

I understand that ***** may be/ is at fault for the mishandling of the mattress delivery, but as the merchant, your company can recoup the total cost through their claims process. I hope that this process will not further delay my refund as well as help you to return all my funds for the mattress as stated above.

Please provide me with an updated status of my refunds and provide any additional steps or information required from me to finalize this matter. I appreciate your attention to resolving this issue, and I hope to bring this situation to a conclusion soon.

Thank you for your assistance, and I look forward to your response.
Best Regards.

Sincerely,

******* *****
Business response
01/16/2025
On 1/9/24, all items on the Return Authorization have been successfully returned. Please allow up to 15 business days for the refund to process. Once the refund is processed, you will receive a confirmation email and/or text.
Customer response
01/16/2025
Thank you for that update. Does that include the mattress that ***** had in there possession?
Customer response
01/16/2025

Complaint: 22623695

Thank you for that update. Does that include the mattress that ***** had in there possession?

Sincerely,

******* *****
Initial Complaint
11/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi I opened a warranty claim around Nov 5 2024 for my ghost bed that losing its comfort and hurting my back while I sleep I chatted with an agent on ghost bed and was told to email photos of the bed and was provided chat request (*******) I also informed the agent I dont have the receipt because I bought in 2020 and the agent was ok with that I emailed photos of the bed with measurements and broom with law tags Then on Nov 20 2024 I was informed warranty is void because I have stains and I dont the receipt which I already informed and yet still they need receipt .This is very incompetence from ghost bed as you can see from the pictures I dont have severe stain and no way it will affect the quality of the mattress . The mattress losing its touch naturally Ghostbed also purposely trying to avoid my warranty claim and they have many more negative reviews regarding the warranty claim on ****** and bbb and their social media which makes me suspicious abt their policy Please provide a replacement
Business response
12/02/2024
Thank you for reaching out to our GhostBed team.

This was an order that was was placed by a vendor of GhostBed. In order to process a warranty claim, per the terms, an original purchase receipt or warranty registration at time of purchase is required. The customer is not able to provide either. Without this information, we are not able to proceed with a warranty claim.
Customer response
12/02/2024

Complaint: 22586989

I am rejecting this response because:
i found my receipt and I will upload
Sincerely,

***** ****
Business response
12/13/2024
Please upload your receipt to the emails from our warranty team.
Customer response
12/13/2024

Complaint: 22586989

I am rejecting this response because:
To what emails ? The email that was sent to me by warranty team ? I have already did that no response also you guys asked for receipt which you have it so why dont you guys use that ?
Sincerely,

***** ****
Customer response
12/13/2024
This is a scene of of the receipt to the warranty team
Business response
12/16/2024
Please upload your receipt and all photos to the emails from our warranty team.
Customer response
01/03/2025

Complaint: 22586989

I am rejecting this response because:
hi I already did , can they check ?

Sincerely,

***** ****
Business response
01/04/2025
Please upload your receipt and all photos to the emails from our warranty team. The Better Business Bureau portal access does not allow processing of warranty claims.
Initial Complaint
11/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a ghost bed for our RV on 9/30/24. It arrived, and we used it on a camping trip. The mattress was terrible, it hurt my husband's back so much he could not sleep on it for the second night. The mattress is just terrible. I called them on 10/15/24 to return it. Their customer service ***** *****, indicated I needed to wait 30 days; could return on 11/2/24. I called on 11/4/24 and was sent a return link. Filled it out, received a response on 11/8/24 from ******* trying to question me about my sleep habits. I refused to answer, not interested in keeping it. I never heard back to the reply, called ***** again, she left a msg for ******* to return. The next email I received was they were experiencing high demand and responses would be later than expected. I emailed back this is not acceptable, return it. No response, contacted ***** again, she left another msg for *******. I emailed ******* I was disputing this with my bank. A reddit thread indicates this is the process, they attempt to delay to expire out your window of return, which is 101 days. I notified ***** I had done this, and the response was, "This will delay your return". Shocking. Their site clearly indicates a "no-hassle" return policy, which ends up to be a very large hassle.
Business response
11/19/2024
GhostBed Order # ******GBUS

Thank you for reaching out to our GhostBed team.

Account notes show the customer was sent an email on 11/18/24 on how to return their mattress for a refund under our 101 Night Sleep Trial.

Customer response
12/03/2024

Complaint: 22560874

I am rejecting this response because:
It wasn't until I got my bank and the BBB involved until I actually got the return approved, which is evident by the date in their reply. Now, they did send a charity to pick it up and I did send them the receipt of the pickup per their instructions, and they have acknowledged the acceptance of the receipt. Now, I am on "hold" for the actual fund reimbursement. So it is has been 3 weeks since there was any movement on this, and now I'm being delayed on the refund. I do not believe this company has any intention of actually reimbursing the funds, as I have not heard anything except, we need to review the refund now before we can process it. I am clueless as to what it is that is required for the review. They had the information on the return, finally processed the return request, located a charity for me, had the item picked up, have the receipt from the charity...so what are we reviewing now that is taking almost a month?

Sincerely,

***** *******
Customer response
12/03/2024

Complaint: 22560874

I am rejecting this response because:
The answer of sending me information on the return on 11/18 does not answer the complaint.
It was returned, they were sent proof of the return, and acceptance of that proof. Now they won't credit me the refund value.

Sincerely,

***** *******
Business response
12/13/2024
GhostBed Order # ******GBUS

On 11/27/24 the customer was emailed their return was pending refund. On 11/28/24, the GhostBed was informed the customer filed a chargeback with their bank. GhostBed is not able to issue a refund with a dispute on the account. There is no further action from GhostBed needed until the banks provide a resolution.
Customer response
12/13/2024

Complaint: 22560874

I am rejecting this response because:
There is no pending action by my bank. This company will do anything to keep from refunding your money.
Exactly what are you expecting from the bank? Have you been contacted? Did you provide a response if you have?
Unbelievable.

Sincerely,

***** *******

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