ComplaintsforGhostBed

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yesterday, Sunday, July 14th, 2024. I purchased a mattress from Ghost Bed, by accident from someone else using my phone. I had intended on buying a mattress from GhostBed, just not the model that was accidentally ordered. I immediately contacted GhostBed regarding the accidental order and reached out to cancel and re-order the correct bed. I contacted them about this within 20 minutes of the error occurring. Mind you, this order was placed on a Sunday afternoon when the order was definitely not going to be processed and sent to ***** at that moment. I was told upon contacting that it didn't matter, the order would be sent, and I would be charged a restocking fee and it was up to me to accept the order from ***** or not. Also, I would like to add, there is no mention of re-stocking fees when purchasing as they guarantee refunds if you don't like the mattress as long as it's within a certain timeframe. I had fully intended on cancelling this order and simply ordering a better, more expensive bed from Ghost Bed. These type of customer service tactics in telling me "tough luck" has made me not even want to do the upgrade and look somewhere else altogether. Which for me is frustrating because I dedicated about 4 hours of time and research before settling on Ghost Bed as my option to go with. I'm very disappointed and would like to get out in front of this before it's an issue for myself. I feel very belittled as a consumer in this scenario given I did my all to recognize the error and address it in a very short timeframe.

  Business response

  07/21/2024

  GhostBed Order# 212808GBUS 
  
  Thank you for reaching out to our GhostBed team. 
  
  Our records show the item was delivered to the customer's address on Friday, 7/19/24.  Please note, the customer's initial interaction was not a request to cancel, it was to state their teacher's discount was not applied to the order. 
  
  Furthermore, our terms are available online, and linked on the order page, prior to check out. 
  
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am incredibly disappointed with my experience with GhostBed and their massage mattress. I purchased the mattress with high hopes, only to encounter a series of failures and deceitful practices.Upon receiving the mattress, the installers informed me that the crucial pump needed for the massage feature was missing. Despite immediately notifying GhostBed, they assured me they would send the pump. Weeks passed, and I never received it. When I followed up, GhostBed claimed they had delivered it to my complex, which was untrue.Frustrated and unable to use the mattress as intended, I requested a return and refund. GhostBed stalled for two months, citing a review with *****, only to later claim they couldn't honor their return policy. They then had the audacity to demand $1000 to replace the missing pump that I never received.This experience has been a nightmare. GhostBed's failure to deliver on their promises and their attempt to charge me for equipment they never sent borders on scam-like behavior. I strongly advise against purchasing any product from GhostBed. I am now left with a $5000 bed that I cannot use and no recourse for resolving this issue.This level of customer mistreatment and deceit is unparalleled, and I regret ever trusting GhostBed with my purchase.

  Business response

  07/21/2024

  GhostBed Order# 274799436563 
  
  Thank you for reaching out to our GhostBed team. 
  
  FedEx tracking shows the item was delivered to the customer's shipping address on file on 5/22/24. 

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

  The customer has been provided this tracking multiple times. 
  
  
  

  Customer response

  07/26/2024

  I am writing to formally lodge a complaint against [Company Name], regarding their failure to deliver a bed to my residence properly and their subsequent refusal to issue a refund or facilitate a return under their stated policy.
  I purchased a bed from Ghostbed, which was supposed to be delivered to my residence. However, the delivery has been fraught with issues that have left me without the product I paid for and without a satisfactory resolution.
  The company claims to have proof of delivery from FedEx,indicating that the package was left in my apartment complex lobby and at my front door on two occasions. I have clearly communicated to them that:
  Proof of Delivery Misinterpretation: Proof of delivery should confirm that I, the recipient, have received the package and it is securely in my possession. Leaving a package in a communal area such as a lobby or at the front door in a complex where anyone can access it does not constitute secure delivery.

  
  Incorrect Delivery Address: I informed the companys manager before shipping that I was in the process of moving and provided the correct address for delivery. Despite this, they continued to send the package to the wrong address.

  
  Lack of Signature: There was no signature obtained to verify receipt of the package, which is standard practice for high-value items to ensure secure delivery.

  
  Incorrect Proof of ********************* provided a picture of a package left at a front door, which does not even belong to my residence, further proving the delivery errors.

  
  Their policy allows returns within a certain number of days,but they are denying my right to a refund because they claim I must return the bed with all its parts. I have explained to them multiple times that I never received all the parts, making it impossible to comply with their return policy.
  Additionally, upon reviewing their Trustpilot and Better Business Bureau reviews, it appears that many other customers have experienced similar issues with delivery and refund refusals. This indicates a pattern of behavior that is concerning and not in line with good business practices.
  All I am requesting is a fair resolution: a full refund for the bed that was never correctly delivered. I am more than willing to return any parts I have received, but given the circumstances, this should not be a prerequisite for my refund.

  
  I appreciate your assistance in resolving this matter promptly. This issue has caused significant inconvenience, and I hope to have it resolved without further delay.
  Thank you for your time and attention to this matter.

  Customer response

  07/29/2024

   
  Complaint: 21990799
  
  

  I am writing to formally lodge a complaint against [Company Name], regarding their failure to deliver a bed to my residence properly and their subsequent refusal to issue a refund or facilitate a return under their stated policy.
  I purchased a bed from Ghostbed, which was supposed to be delivered to my residence. However, the delivery has been fraught with issues that have left me without the product I paid for and without a satisfactory resolution.
  The company claims to have proof of delivery from ****** indicating that the package was left in my apartment complex lobby and at my front door on two occasions. I have clearly communicated to them that:
  Proof of Delivery Misinterpretation: Proof of delivery should confirm that I, the recipient, have received the package and it is securely in my possession. Leaving a package in a communal area such as a lobby or at the front door in a complex where anyone can access it does not constitute secure delivery.

  
  Incorrect Delivery Address: I informed the companys manager before shipping that I was in the process of moving and provided the correct address for delivery. Despite this, they continued to send the package to the wrong address.

  
  Lack of Signature: There was no signature obtained to verify receipt of the package, which is standard practice for high-value items to ensure secure delivery.

  
  Incorrect Proof of ********************* provided a picture of a package left at a front door, which does not even belong to my residence, further proving the delivery errors.

  
  Their policy allows returns within a certain number of days, but they are denying my right to a refund because they claim I must return the bed with all its parts. I have explained to them multiple times that I never received all the parts, making it impossible to comply with their return policy.
  Additionally, upon reviewing their Trustpilot and Better Business Bureau reviews, it appears that many other customers have experienced similar issues with delivery and refund refusals. This indicates a pattern of behavior that is concerning and not in line with good business practices.
  All I am requesting is a fair resolution: a full refund for the bed that was never correctly delivered. I am more than willing to return any parts I have received, but given the circumstances, this should not be a prerequisite for my refund.

  
  I appreciate your assistance in resolving this matter promptly. This issue has caused significant inconvenience, and I hope to have it resolved without further delay.
  Thank you for your time and attention to this matter.

  
  
  Sincerely,
  
  *************************

  Business response

  07/31/2024

  GhostBed Order# 274799436563 
  
  Thank you for reaching out to our GhostBed team. 
  
  FedEx tracking shows the item was delivered to the customer's shipping address on file on 5/22/24. 
  
  *****************************************************************************************
  The customer has been provided this tracking multiple times. 
  

  Customer response

  08/01/2024

   
  Complaint: 21990799
  
  I am rejecting this response again because:

  I am writing to formally lodge a complaint against [Company Name], regarding their failure to deliver a bed to my residence properly and their subsequent refusal to issue a refund or facilitate a return under their stated policy.
  I purchased a bed from Ghostbed, which was supposed to be delivered to my residence. However, the delivery has been fraught with issues that have left me without the product I paid for and without a satisfactory resolution.
  The company claims to have proof of delivery from FedEx,indicating that the package was left in my apartment complex lobby and at my front door on two occasions. I have clearly communicated to them that:
  

  Proof of Delivery Misinterpretation: Proof of delivery should confirm that I, the recipient, have received the package and it is securely in my possession. Leaving a package in a communal area such as a lobby or at the front door in a complex where anyone can access it does not constitute secure delivery.
  

  Incorrect Delivery Address: I informed the companys manager before shipping that I was in the process of moving and provided the correct address for delivery. Despite this, they continued to send the package to the wrong address.

  
  Lack of Signature: There was no signature obtained to verify receipt of the package, which is standard practice for high-value items to ensure secure delivery.
  

  Incorrect Proof of ********************* provided a picture of a package left at a front door, which does not even belong to my residence, further proving the delivery errors.

  
  Their policy allows returns within a certain number of days,but they are denying my right to a refund because they claim I must return the bed with all its parts. I have explained to them multiple times that I never received all the parts, making it impossible to comply with their return policy.
  Additionally, upon reviewing their Trustpilot and Better Business Bureau reviews, it appears that many other customers have experienced similar issues with delivery and refund refusals. This indicates a pattern of behavior that is concerning and not in line with good business practices.
  All I am requesting is a fair resolution: a full refund for the bed that was never correctly delivered. I am more than willing to return any parts I have received, but given the circumstances, this should not be a prerequisite for my refund.
  I appreciate your assistance in resolving this matter promptly. This issue has caused significant inconvenience, and I hope to have it resolved without further delay.
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  *************************

  Customer response

  08/01/2024

  Why is this being marked as unresolved? on want it to be resolved. here is my complaint again. 

  I am writing to formally lodge a complaint against [Company Name], regarding their failure to deliver a bed to my residence properly and their subsequent refusal to issue a refund or facilitate a return under their stated policy.
  I purchased a bed from Ghostbed, which was supposed to be delivered to my residence. However, the delivery has been fraught with issues that have left me without the product I paid for and without a satisfactory resolution.
  The company claims to have proof of delivery from FedEx,indicating that the package was left in my apartment complex lobby and at my front door on two occasions. I have clearly communicated to them that:
  

  Proof of Delivery Misinterpretation: Proof of delivery should confirm that I, the recipient, have received the package and it is securely in my possession. Leaving a package in a communal area such as a lobby or at the front door in a complex where anyone can access it does not constitute secure delivery.
  

  Incorrect Delivery Address: I informed the companys manager before shipping that I was in the process of moving and provided the correct address for delivery. Despite this, they continued to send the package to the wrong address.
  

  Lack of Signature: There was no signature obtained to verify receipt of the package, which is standard practice for high-value items to ensure secure delivery.
  

  Incorrect Proof of ********************* provided a picture of a package left at a front door, which does not even belong to my residence, further proving the delivery errors.
  

  Their policy allows returns within a certain number of days,but they are denying my right to a refund because they claim I must return the bed with all its parts. I have explained to them multiple times that I never received all the parts, making it impossible to comply with their return policy.
  Additionally, upon reviewing their Trustpilot and Better Business Bureau reviews, it appears that many other customers have experienced similar issues with delivery and refund refusals. This indicates a pattern of behavior that is concerning and not in line with good business practices.
  All I am requesting is a fair resolution: a full refund for the bed that was never correctly delivered. I am more than willing to return any parts I have received, but given the circumstances, this should not be a prerequisite for my refund.
  I appreciate your assistance in resolving this matter promptly. This issue has caused significant inconvenience, and I hope to have it resolved without further delay.
  Thank you for your time and attention to this matter.
  

   

  Customer response

  08/01/2024

  Thank you so much for your help. 

  Business response

  08/09/2024

  Please an email attached. 
  
  GhostBed has been in constant contact with the customer regarding their email  It is GhostBed's stance we have been thorough in our communications with this customer. 
  
  

  Customer response

  08/09/2024

   
  Complaint: 21990799
  
  I am rejecting this response because: I acknowledge that there has been some communication between me and GhostBed, but it has been far from consistent. There were multiple occasions where I reached out to them, only to receive no response for weeks at a time. Despite my repeated requests for a phone call, they have yet to provide one.

  
  If you review the complaints lodged against GhostBed on the Better Business Bureau and Trustpilot, youll notice a disturbing pattern. Many consumers, like myself, have reported being misled about the product. When it comes time to return the product, GhostBed refuses to accept it or issue a refund.

  
  My complaint will remain until I am fully refunded and this product is removed from my home. I did not receive the necessary parts for the bed to function properly. Despite their claims that the parts were delivered, ***** only shows that packages were left at a front door and in a lobby. Leaving a package in these locations does not guarantee that it was received by me, especially when I am clearly stating that I never received the parts.
  This situation is unacceptable, and I will continue to pursue this issue until it is resolved.
  
  Sincerely,
  
  *************************

  Business response

  08/09/2024

  Ghost has no further information to add, as the customer has not added any additional information. 

  Customer response

  08/12/2024

   
  Complaint: 21990799
  
  I am rejecting this response because:

  This thread provided by GhostBed actually supports my point. All they have shown is a picture of a box in front of my old apartment complex, where I no longer live. When I went to check if the box was there, it wasnt. A picture of a box does not prove that it was delivered to me or that I received it. The reality is, I have not received anything, and I continue to receive nothing to this day. I dont understand why they are making it so difficult for me to return a mattress that I dont want. It feels like they are trying to force me to keep something that doesnt work for me and that I no longer want.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was in the process of completing an affirm order 0% interest for a Ghostbed, I had an error come back so I refreshed my page and it came up authorize. I selected authorize and instead of the affirm processing my order, ghostbed took the entire amount out of my bank account. I IMMEDIATELY called the urgent help number that is listed on the website. The customer service rep was not helpful and kept reading from a script. He was unwilling to assist me in a cancellation and threatened to charge me a restocking fee if I did cancel it before I received a tracking number. So because I felt scared and had no other options, I remained with my purchase, Now here we are 5 business days later, I still do not have a tracking number and no one will call or email me back. This company is in **************** ******* and is very hard to get ahold of.

  Business response

  07/15/2024

  GhostBed Order# 212171GBUS 

  
  Thank you for reaching out to our GhostBed team. 
  
  GhostBed refutes the customer's claims.  ********************** has been in contact with this customer regarding her payment method switch.  The switch was successful, and the customer's refund to her original payment is pending.  Please allow up to 15 business days for this refund to process. 
  
  

  
  

  Customer response

  07/15/2024

   
  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. The day I made the formal complaint was the same they reached out to me and offered the acceptable solutions. Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I requested to return my purchase on July 31 2023 and was granted the return. They arranged a donation and then had me email them a copy of the donation receipt. I gave the mattress to the charity they picked out and emailed a copy of the receipt. I emailed a copy of the receipt and it was accepted. Then they emailed me an invoice showing that they were deducting a restocking fee and a freight fee from my refund. There was nothing to ship or restock as I had donated it to the charity, per their instructions. I tried to reach out to explain this through a chat and was told there was nothing they could or would do. I cannot find the chat record, but the rest of this story is backed up in the attached images from emails. I would like a refund of the fees that they deducted without reason. I calculate that to be $364.63 per their invoice. Also, they do not make restocking fees clearly available anywhere- but regardless of that they did no restocking so that is a moot point.

  Business response

  07/15/2024

  GhostBed Order# 184712GBUS

  Thank you for reaching out to our GhostBed team. 
  
  Please find the attached email from 6/19/24, where you requested to return your items for a refund.  The Return Authorization was based on this email. 
  
  As a one time courtesy, GhostBed accepted a return under our 101 Night Sleep trial, since the request to return should have voided your sleep trial, as outlined in our terms. 
  
  I have adjusted the Return Authorization, and deducted the promotional discounts indicated through our terms.  Please find the updated Return Authorization attached. 

   

   

   

  Customer response

  07/15/2024

   
  Complaint: 21971066
  
  I am rejecting this response because if you look at the attachments I provided, the timeline you are suggesting is not accurate. 
  

  Yes, I did attempt to return the mattress in June. I received a phone call from your company that implored me to give it a fair shot, which I did. 
  

  I then contacted you again on July 31, 2023, and was told I would be given a refund and a donation was arranged. My documents support all of this. No mattress or pillow was ever returned to you and you have a receipt from a charity that proves that. 
  

  Please return these fees to me. Thank you. 
  
  Sincerely,
  
  *********************

  Business response

  07/15/2024

  GhostBed has no additional information to add. 

  Customer response

  07/15/2024

  I dont believe that a good faith effort has been made on their part. They did not reference the case and only addressed my initial attempt to return the item. They never addressed the actual return process one month later. Where do I start further action? 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  explained my issue to these people yet no compassion, I received horrible customer service and now stuck with a mattress that causes increased pain and can not afford a new one so sleep on my couch which has destroyed my intimacy part of my marriage. After purchase just a few hours later my spouse gave me h*** about it so I emailed requesting to cancel in which they advised they could not cancel once order is placed, I talked my spouse on board and she felt better knowing about the 101 night trial, I then ended up having to go back and forth with the company and delivery fed ex because they claimed the mattress was delivered but I never received it, nobody was helpful and the mattress company refused to do anything about it, I filed a claim but it went nowhere, so that was first issue in its self, about a week later a neighbor approached saying there was a mattress delivered to a vacant home down the street, so thankfully I ended up getting my mattress, we have health issues so wanted to give this a try to help us sleep better, after trying it, it made our back pain worse and the comfort wasnt there for us, we tried to give it a chance but we couldnt take it and needed to look into getting a new mattress.contacted the mattress company who delayed my request and said it was too late, once I proved I reached out at the 101 day **** they advised the trial days start when the mattress is shipped and I pointed out that is false advertisement which is says 101 days to of tried the mattress which how can the trial start when shipped, I got the run around excuse after excuse and was told once I was told about a restock fee I gave up my trial rights, when proved I was never told about restock fee I was then told they just arent going to honor it, excuse after excuse, offered a pillow topper which never received by the way but spending $2600 to have more pain wow they are that money greedy when this is false advertisement

  Business response

  07/08/2024

  GhostBed Order# 201096GBUS 

  Thank you for reaching out to our GhostBed team. 
  
  Please find attached the links to our terms and 101 Night Sleep Trial linked below. 
  
  No cancellations, address changes, size changes or product changes are permitted after an order has been placed. If an order/item is cancelled, stopped, refused, or returned, then a restocking fee plus return freight will be deducted from any refund. The restocking fee will vary depending on the item.

  
  The sleep trial is a comfort sleep trial and only applies to the GhostBed mattress. It does NOT apply to errors in ordering, size issues, changes in circumstances, buyers remorse etc. Your account will be notated and your sleep trial will be voided if any non-returnable reason has been given.
  
  **************************************************

  *********************************************************************************
  
  Due to the customer's request to cancel their order on 1/16/24, the customer's ******************** trial was voided, and GhostBed is not accepted a return under the 101 Night Sleep Trial for this customer, as outlined in our terms. 

  Customer response

  07/12/2024

   
  Complaint: 21948312
  
  I am rejecting this response because:

  the information provided was inaccurate, I requested cancellation the same day I made the order and was told it could not be canceled, I reached out advising never received the mattress yes ghost bed did nothing  to help, like I already mentioned, the mattress was delivered the wrong address and during this time we were never advised of a restocking fee or anything all we were told is no cancellation can be done and they were not going to help about us not originally receiving our mattress. Again we did not request a refund using the 101 sleep night trial for any other reason other than it is not comfortable and caused more back pain for us. When communicating with ghost hes we were told conflicting  things in which one was that we werent being honored the 101 sleep trial because we were told about a restocking  fee and when I showed proof that we were not then ghost bed changed the reasoning and again I want to point out the 101 sleep trial is a scam as it is said it starts ones the mattress is shipped which automatically is misreported information and scam misrepresented information to get people to buy this mattress. I will just have to move forward with a lawsuit and its a shame they can not satisfy one customer under these circumstances that the mattress is not comfortable and caused increased back pain for us. 
  
  Sincerely,
  
  *************************

  Business response

  07/15/2024

  GhostBed has no additional information to add, as we are following our terms and conditions. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I are in the market for a new bed. I found ghosted online. They were running a 50% off deal on bundles (matress and all in one foundation), so I had a king size bundle deal in my cart. I received a call from one of their "sleep experts" who I spoke with for quite some time, and was talked in to upgrading the mattress to the *************************** legend. They told me that they would change my order and email it to me to purchase. When the mattress arrived, there is no foundation included, they sold me a all in one foundation warranty but did not include the all in one foundation. I reached out and explained the issue that there was a mistake and I wanted the all in one foundation and was told I could purchase one that they have fast shipping. I only bought the mattress because I was under the impression it was a bundle deal. Would not have bought other wise. They have been dishonest about the whole deal and will not work with me on a resolution, been a major inconvenience for my 7 month pregnant while and I. Any help is much appreciated.

  Customer response

  07/01/2024

  Since I have asked for a refund, the chat I was having with one of the experts ended, and now I cannot start another one. Have not been able to reach anyone to resolve the whole issue.

  Business response

  07/01/2024

  GhostBed Order# ************************
  
  Thank you for reaching out to our GhostBed team.  I am sorry for this oversight. 
  
  I have sent you over an invoice to purchase our All in ************** with the same promotional matches as your original order.  Please keep an eye out for this email.  It has the subject line Invoice #D28320.

   

   

  Customer response

  07/02/2024

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my bed back in January of 2022. At the time we had a bad experience with getting everything delivered, but it was resolved. Recently, my mattress started sliding off one side of the platform. Other adjustable platforms come with side stops to prevent that from happening, but Ghostbed doesn't. I called support and was told they can not provide stops and that I should go buy double-sided tape to place around the mattress and platform! When I made it clear that was not an acceptable answer, I was told they will email me a form so I can take pictures of the bed. Here is what they expect for warranty coverage"So that our warranty team can properly review your mattress warranty claim, please provide us with the following photos:1. Proof of Original Purchase.2. Full-view photo of your mattress without any bedding on the mattress.3. Photos of the mattress law tags, found on the mattress cover. ***For CANADA Mattresses ONLY; Please include a photo of the back of the law tags. There will be a sticker on it with the information needed.***4. Photos of the mattress using the following technique to measure the impression:mceclip0.png Please ensure the impression photos of the mattress show that the mattress is on the floor. This is so we can rule out the foundation/frame as the source of the problem. As a handicapped senior, I'll have to pass. Terrible customer support.

  Business response

  06/21/2024

  GhostBed Order# 105068GBUS  
  
  Thank you for reaching out to our GhostBed team. 
  
  In order to proceed with a warranty claim, we do need the requested information to move forward.  Please provide the request photos and information as soon as you are able to. 
  
  

  Customer response

  06/28/2024

   
  Complaint: 21879287
  
  I am rejecting this response because the customer service rep already stated that sliding mattresses are not a defect and not covered under warranty. When I pushed the issue, I was then told I would need to take a number of pictures of the bed, and this included taking the mattress off the platform. I am 66 years old and handicapped. Does it seem reasonable to expect any customer to have to take apart a heavy bed for warranty coverage? I think not.
  
  Sincerely,
  
  ***********************

  Business response

  06/29/2024

  GhostBed Order# 105068GBUS  
  
  Thank you for reaching out to our GhostBed team. 
  
  In order to proceed with a warranty claim, we do need the requested information to move forward.  Please provide the request photos and information as soon as you are able to. 

  Customer response

  07/01/2024

   
  Complaint: 21879287
  
  I am rejecting this response because:

  The issue with mattresses sliding off the frame is a known problem and should be seen as a defect. The solution is simple, and some bed frame manufacturers have already addressed the issue, by including mattress stops for each side of the frame. When the ** rep told me mattress slide is not a warranty issue, she suggested I run double sided tape around the mattress to make it stop. It was only after I refused that answer that the rep told me I would have to provide all this information for the warranty to be considered. Again, this was only suggested after I was told it would not be covered and provided the double sided tape solution. I will go and by mattress stops. I won't go near Ghostbed again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an all in one frame from Ghostbed. Once we got the frame we had issues putting it together. When they welded the parts together they had welded drips into the slots so the frame didn't fit together right. We were able to finally get it to fit after about an hour of trying. I called customer service to have this noted on our account. Not sure if they added it since they provided very poor and non-caring customer service. Then after letting our new mattress expand to its full size after 48 hours, we slept on the frame. As soon as we laid down it began to squeak, rattle, and pop. We figured there would be some noise due to the poor construction. But you can't even flip your pillow without it creaking and waking you up, making it impossible to sleep. I called for a refund and am now told they don't refund frames even though it's a defect. The response I get is, "Thank you for contacting GhostBed, we are sorry you are having an issue with your *** Foundation. I have spoken to one of the creators of the *** foundation and he suggests that you take some pieces of index cards and place them between the bars and slats and make a barrier between them which will tighten and stop the noise. It should be large enough to go up on both sides as well as the bottom. You can try some WD40 for other squeaks after you try the index cards. Thank you for contacting GhostBed for your *** Foundation needs. **************". This is ridiculous and the answer is not to wedge things in there to maybe fix it. I shouldn't have to fix your defective product. Obliviously this isn't the first time this happened judging by the response. I want a full refund of the amount I paid as I'm entitled to. I also told them to call me if they wanted to discuss the matter although I do not think that will happen.

  Business response

  06/20/2024

  GhostBed Order# 209100GBUS 

  GhostBed has reached out to this customer is awaiting the customer's response. 

  Customer response

  06/23/2024

  They have offered my money back. But because they have offered a refund to many others and didn't actually refund them can we keep this open till it goes through?

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Immediately after ordering I called the company to cancel this order as I recently moved and am in a temporary situation without a residence ti ship to. I was refused cancelation. I do not have or have paid for this item. I do not understand why a cancelation a cannot be made if the item hasn't shipped. I have no way to retrieve this item if it is shipped . To send it to somewhere else they way me to pay extra money, up to $100 before it's even shipped. I just want this canceled and they are refusing cancelation...........*************************************************************

  Business response

  06/26/2024

  GhostBed Order# ******GBUS

  Thank you for reaching out to our GhostBed team. 
  
  Our records show the customer was refunded on 6/13/24. 

  Customer response

  06/26/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased the topper from GhostBed because I was offered a 60% discount. Shortly after purchasing I noticed that only 50% was applied. I contacted GhostBed at least three times asking for an adjustment to my purchase price or a refund for the 10% discount that was not applied to my order. My last contact was on Jun 2; during a chat with ******* of GhostBed, when I asked for the adjustment or cancelation of my order, she didn't even try to see what can be done to rectify the issue. Instead, she proceeded to send notice of multiple fees and charges that would apply should I cancel or refuse the order! This was among the WORST customer service experiences!!!I would like GhostBed to either refund the $49 (additional 10% discount) that was not applied to my order or honor their advertised shipping and returns policy, which are supposed to be free!

  Business response

  06/04/2024

  Please find the attached snippet from our website. 
  
  The additional 10% off excludes our massage collection.  
  
  Please provide an Order # so I can better assist you.  I am not able to find an order with a massage topper under the email address provided. 
  
  

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