Ghostbed Reviews

After I contacted them for the second time their response turned into a pity party. The representative told me that they are a small business of only 60 employees and they cannot afford to take on any further expenses. What an odd response to give a customer. If you don’t have the financial means to run your business efficiently and give your customers the best possible service then don’t open your business. Also their website is misleading. After you place your products in your cart and scroll down to their secure checkout button, it says free shipping and returns. Really not a good look Ghostbed.

I was told to make my Affirm payment for an item I do not have and wait for them to get the packages from fed ex that were never in my possession or take the hit to my credit. How can I be responsible to get packages back to you that were never in my possession? This is an issue between them and fedex, but they are holding my money hostage. If you value your time, money, and sanity do not even consider this company. RUN.

I told them to cancel my order, 2 days later I get an email, stating that they would cancel my order and that it would be up to 15 days for them to give me my money back.. As far as I am concerned this company is a joke. I should have done my homework and read other people's experiences which it turns out there are many with a similar experience. Product might be good, but buyer be careful, because if you need this product don't expect it anytime soon.

I contacted the lockbox company and the management company to give me access to the lockbox but there were no packages for me. And they have cameras but nothing was delivered in that timeframe. I contacted Ghostbed 6/24 via email but received no response. I called the following week and was told I'd receive an answer within 48 hours but still nothing. I called a week later and was promised that someone would escalate it to a manager. Every time I call I'm told that a manager would contact me directly but I'm having to be the one who follows up with a Ghostbed "customer service representative". Ghostbed DOES NOT CARE about their customers. If they did I would have results but instead, I'm fed with ** lies and empty promises. If customers were a priority they would have responded to my emails without me having to call. STAY AWAY from GHOSTBED!!!

I have read many other customer reviews about this Ghostbed some even stating that their refunds were waiting in some sort of queue line. I find this ridiculous. It should NOT take this long for a refund for an item that has NOT BEEN SHIPPED! I would avoid dealing with Ghostbed at all costs. They have an AWFUL reputation and I don't even think these Mattress Toppers actually exist since I haven't seen one REAL review about them on anywhere aside from their own websites and those reviews are only like a month old. I want my refund in a fair and just manner. I should not have to wait 15 days!! I would accept maybe 3 days to process it BECAUSE THE ITEM WAS NEVER SHIPPED. Once again, as I mentioned, I have seemed countless people dealing with the same issue.. This is horrendous customer service and I would not recommend Ghostbed to anyone. Do yourself a favor and shop somewhere else!

The adjustable foundation is non-returnable and I never asked to return it. They state it is in their terms and conditions yet their refund policy states "Full Refund". There is a very loose reference in their terms and conditions but the interpretation is extremely loose and would easily be squashed by a lawyer. These folks don't make their money off of satisfied customers, they make their money off of returns which I guarantee paid for the mattress and then some. Do Not believe that you will get a full refund on the Sleep Trial from Ghostbed for any reason as you will get ripped off as well.

After having many online chats and emails with them to resolve this and find out what's happening with our refund, we are told they don't have a record of the pillow ever being received. When we ask to speak with a supervisor we are told there is no one available and someone will get back to us. When asked for our refund we are told someone from the finance dept. will get back to us. No one ever gets back to us. We have now spent approx. 6 hours online and on calls trying to get the refund for a $69 pillow.

We are now working with our credit card company to get the charge reversed but GhostBed has disputed our dispute and said we still have the pillow. Needless to say, our experience with Ghost bed has been extremely frustrating. It makes me wonder if all of the wonderful reviews are even real reviews. Will never purchase from them again and will make sure everyone I know doesn't either.

After several communications back and forth, GhostBed did not replace the defective mattress as part of their 101 night false advertising trial. I did receive an email from support early on stating that "replacement" is not part of the 101 night trial. I had to go through my credit card company to get a credit back and I will have to pay to have the mattress hauled away. DO NOT BUY FROM THIS COMPANY! There are plenty of competitors who have great product and fair consumer policies and customer service.

I wish I would have done more homework before I made this purchase. The massage function on the bed is not quiet at all like they state on the website and the light flickers at night randomly under the bed so I have to have the bed unplugged because I am afraid of a fire. When I contacted the company about this I was told they would send me out the equipment to change myself and see if that fixes the problem. When you are gifted pillows they will charge you if you do not return them at your own expense when you return/donate the mattress. Also the base goes up to full price so you now pay almost double for the base and get a small refund for the mattress.

After looking a bit more into this company I had no way to contact management, customer service is awful. When I waited for a call all I would get were emails from a "Manager." One email even stated for the supposedly manager to call me from customer service with a note at the top that read "Beware of this lady!" Nice of the “manager” to forward that on to me the customer or “that lady”. I reviewed BBB and was shocked by the complaints. I really wish I would have reviewed their website before I made this purchase. So sad I work as a nurse during this whole pandemic and was just hoping for some relief with my back and hip pain only to have a mattress that didn’t help and a purchase I wish I never made. So sad now I need to go back and search for a new mattress and keep a base that has to stay unplugged because I’m afraid of a fire. Thank you to GhostBed.

Don't believe the reviews on their website either. I tried to leave a review using the review link GhostBed emailed me, but it's been too long and the link has expired. When I tried to leave a review directly on their website it's hidden since I'm not a "verified buyer." So basically, all the great reviews on their website are from people who have only had their bed for a few months or a year at most, but the mattresses start to break down within a few years.

Their money back guarantee is an absolute joke. After finding out their firm mattress is really not firm at all, we decided to return ours. This is where it really goes down hill. Customer service says they will put in ticket for manager to call back, still waiting for that call after 4 weeks. Customer service will hang up on you after you say you'll stay on the phone for a manager, then when you call back that agent will block your number. Buyer beware, Don't believe the amazing reviews on their site. You can find much better quality products for less money at Sam's Club and Mattress Firm. We would never recommend Ghost bed to anyone.

Mike and Diane **

The second part of the nightmare with this purchase began with their return policy. I ordered the headboard brackets and the 6-inch legs for a total cost of over $300.00. When I ordered the headboard brackets I accidentally ordered two boxes and am stuck with them since they are not eligible for return. I now realize I do not need the 6-inch legs and am stuck with them as well. Their return policy states ONLY the mattress can be returned for a full refund. I didn’t read the fine print (All other items are final sale and can not be returned) and assumed this meant if you were not satisfied with the bed after the trial period all you could was return was the mattress and not the base.

I did contact Ghost Bed and they said I could return the items if I paid for shipping and they would tack on a $25.00 freight fee and a 15% restocking fee. I am pretty sure I would lose money if I did return the items so I spent $300.00 on items that will go in the trash since I didn’t even need the one set of headboard brackets I purchased.

Overall, the bed is fine for the money I spent. I will not recommend Ghost Bed to anyone I know that is looking for a bed due to the customer service. I have never heard of a return policy as strict as theirs and most companies will usually make exceptions to policy when a customer spends as much money as I did. I really hope the mattress/base works out and I do not need to contact Ghost Bed for any other assistance.

After I disconnected with the rep on chat, I starting researching to see what exactly happened and discovered that by accepting the "extra discount" that showed up when I was checking out, I lost option of getting free pillows and it added an extra $412 to my bill. I immediately emailed customer service. I received an email back several days later. The best they could give me was an in store credit of 7% which was equal to $412. By this time I was too mad to accept any of their offers. I called them on phone and was told by a rep, they couldn't do anything else. I told them everything is still in box and I will be sending it all back. I was then put on hold and the rep came back and said she would be able to credit my card $412. Of course it would take 30 days but never the less, I was getting my refund.

I then ask her to cancel the extra legs I ordered and the headboard attachment. Even though those 2 items hadn't been sent yet, she couldn't stop the order since it had already been sent to their warehouse. However, once I receive them, I can return them and just pay shipping and a restocking fee. At that point I was over it. Whatever.

A few days later someone else from Ghostbed must have seen my original email and felt like fighting so I got another email from Ghostbed telling me that I can send everything back and pay a 20% restocking fee but they aren't going to give me any money back. However they were able to cancel the headboard connector and extra legs. At the point of reading this new email I had already seen the request for $412 refund from them come over in an email so I wasn't worried about that and I was thrilled to know the extra legs and headboard connector was officially canceled. I was also laughing at the thought of just how screwed up their support staff must be. One rep can't cancel an order but another could make it happen.

To close, I got everything I requested but as you can see it took a while and the right hand doesn't appear to know what left hand is doing. I do love my bed but there has to be a similar bed company with way better customer service. If you do order from this company, don't accept the extra discounts that may pop up while checking out because it will take away from their standard 40% discount. It will not be added on as I thought it would be and to get it refunded is a hassle.

The bed arrived at my front door on Jan 4th. I was happy to finally have this bed and ready. I spent a long time researching this bed. However, as a couple, we found this mattress unsupportive and caused backaches every day. When I tried to return the 101 no hassle return, they refused.. Why. Because I had already tried to cancel this bed. (Due to their fulfilment issues).

I tried many times for them to help and come to a solution, Ghostbed/Natural Sleep refuse and refer to the fine print. This is horrible, and now I have a $3000 bed that is not a good fit and does nothing promised! I have all the conversations... even one by a manager offering to send free sheets because of all the shipping issues. She stated, if you don't like the mattress and choose to return it that I can keep the free sheet set as it isn't tied to the order! If I didn't want the bed then I would have just refused shipment. I find this terrible. Shame on them!

I immediately went on to chat with customer service and they said the items missing would be coming from a different location and that they would be here within a week. I also asked if I needed the boxes in case of return and they told me to discard them, so I did. The instructions were not necessary except for the fact that when I chatted with them about the above missing items, I decided to ask for a set of English instructions, in case, I moved or became dotty over the years. They sent me to a website to download them which is fine. So when I went to register I didn't know where to get the serial #, which is necessary. I made the mistake of chatting with them again.

When I asked where I would get the number for the warranty, she curtly chatted back that it is on the box, (which I had already thrown out) on the instruction booklet (which was in French and also thrown out as I don't speak French) and under the bed (which I had someone set up for me and I (at 73 yrs. old) would have to lay on the floor to find).

All in all, it was an absolutely horrible experience. It has been 10 days since delivery and today I received 2 more pillows this afternoon. Instead of being mistreated by the people on the chat option I phoned. The girl that answered was not rude but definitely didn't seem to enjoy her job. She said that the sheets were supposed to come last week but she didn't know why they didn't. She assured me they would be delivered this coming week sometime. So I agree with one of the other reviews that said, that they thought they may make delivery on some things harder just because they may view the customer as a bit of a pain. The beds so far, are fair. I have had an automatic bed before and it isn't any better, but it is what it is.

I am writing this review to let you know that if you are looking for a bed, it isn't the worst but don't expect all items at the same time or any kind of customer service, if you run into problems. I would take the time to look around for a bit, even though I did not take my own advice. Go to consumer reviews and not the wonderful ones posted on their site, as with anything you are purchasing online.

First time person was nice, but seemed very scattered and when I did talk to her over the phone, she seemed very unclear about product replacement parts. I received bar, it was totally the wrong one, I again contacted and they told me that Ghost bed changed their items numbers and did not let her know about it. I was very sympathetic, because I know things happen and mistakes can be made. So now I print a label they sent to return the wrong retainer bar (their mistake) and have to drive to FedEx to drop off. This is weeks in the making.

She then sends 2nd retainer bar out and does not give me a tracking number, so then I wait a week and then check my emails to see if she sent a tracking number with out my knowledge and she did not, so I contact her through email & she says that it already was received first week of December. I then tell her that I did not receive item, asked what address she sent it to and she sent it to our old address, when the first retainer bar was sent to our current and right address, (changed it when I talked and emailed her the first time) so how can there be a mistake? This was 4 days after the item was received to old house which was being sold, so did not know if the item would be there.

Ran out of work same day I contacted her, to old house and found nothing, had to contact Realtor to see if maybe she grabbed it, and she did not, but she said buyers were at the house and maybe they put in the house. Next day found out that buyers did find it on porch and put it in house, so then I was able to go track it down again and pick it up, only to find out, that IT WAS THE EXACT WRONG RETAINER BAR! At that point I contacted Ghost bed again, asked for a Supervisor, when they told me the person I was talking to is a Manager.. UGG.. I told Customer Service person that I did not want to talk to the same person and to please give my issue to someone else. Did I add in this review, that I PAID for the part!! She said she would send an email to another person with my complaint..

Next day, I received an email for a male and he basically told me that he is sending out the right retainer bar and sent pictures of it, which happen to be chrome and the one we had was black, so I asked if I was getting a chrome, there was no reply. I am assuming that it will come in Chrome.. UGG again if that will be the case. I asked for it to be overnighted, after just emailing him, he said he could not do it, because he already sent it out. I then asked to get a label to return the again wrong retainer bar, and he said that I could just dispose of it how I would like. Now I am afraid they might charge me for it, if I do dispose of it, even if I have proof through email.

I then asked for credit on the retainer bar, which you would think some compensation should of been addressed with the over a month of dealing with this issue. He told me that he could not give credit for a nonreturnable item, but yet the wrong retainer bar received can be disposed of? Makes you think??? He also told me that we are still able to use adjustable bed without bar, which is untrue, the bed slides forward when the head adjusts to up position. Hence have the retainer bar at end of bed to catch it. What a joke! I then wrote an email back telling him of their very poorly ran customer service, not for the fact that I didn't get credit back, but for the runaround on this and the lack of correction the second time and the dismissive comments on their part. His response "Thanks for the reply, have a great day". What I received the whole time on this process.

I WILL NEVER PURCHASE AGAIN FROM THIS COMPANY! Steer away from any part of their customer service!!! They definitely need to do some work internally!!! I will be sending this same review to Costco, hoping they think differently about carrying their product. Just a side note.. Their reviews on their website are very suspicious, they are all mostly 5 stars, this can't be correct, and there is no place to write a review, so I wonder where the reviews are coming from? Still waiting for Correct Retainer bar, said it should arrive by the December 17th, 2020.

However, I had a change of heart later that SAME day and decided I would cancel my order. After struggling to find a way to contact Ghostbed customer support and waiting on hold for at least 45 minutes before I had to hang up, I sent a request for a response via email and of course there was no immediate response. I finally found the chat feature less than 24 hours after my purchase and sent my request. I was told by the first rep that it would be no problem; my order had not been processed so it wasn't too late to cancel.

About 8 hours after I had this conversation with "customer support," I got an email that my order had shipped.?? I contacted Ghostbed again via the chat feature and got a different rep. This one CONFIRMED that she saw my cancellation request, but "This sometimes happens because we ship so fast." She also said that they would try to stop the delivery before it got to me, but if FedEx still delivers, "please refuse the delivery and it will be returned to us." She even went so far to say that I should leave a note on my door to let FedEx know not to leave the packages if I missed them. I work from home so I intended to be there. She also assured me that I would not be charged. I alerted her that I had gotten a text message that Affirm was texting me about my installment agreement. She falsely assured me AGAIN when I asked if I would need to be concerned about this correspondence that "No, we'll make sure they're aware."

All of these were blatant lies. I think the people conducting customer support are working from home too and have no access to anyone who could have actually taken care of this. FedEx attempted to deliver the box of pillows twice and the 2nd time the driver refused to take them back. The mattress came about a week later and I insisted that the driver take both the mattress and pillows - both boxes so badly damaged they looked like someone had used them for batting practice.

I tried calling Ghostbed again around 9/2 and stayed on hold for an hour this time before giving up. They NEVER answer the phone. They give you an option to leave a message (but "not more than one if you've already left one"...an indication that they have a LOT of customer support issues), but to this day I'm still waiting for a phone call.

It finally occurred to me on 9/10 to see if they had a Facebook page and lo and behold, someone answered a private message, only to give me an excuse that they receive "over 1000 calls a day"- as if that's MY problem - and that they would give me a call the next day. I was so frustrated I didn't even give them any more information, hoping that I could actually return the merchandise and be DONE with them and they would have no reason to charge me anything--especially since the chat customer support rep told me the steps to take. I received confirmation that the mattress and pillows arrived in Florida by 9/16 and 9/29 respectively. I finally thought I was done.

However, Affirm began sending me notifications this month that I now owed my first payment--on merchandise I did not have or want. When I contacted this phantom and apparently ONLY customer service person on Ghostbed's Facebook page again on 10/6, she had clearly taken my frustration personally and had absolutely no concern for my issue. She told me that they had to "receive all the items back, inspect, reinvtory [sic], create the RA, send to finance and then cancel the loan." When I expressed my concern that the loan company was telling me my payment was past due and I didn't want it to end up on my credit, especially for a CANCELED ORDER and returned merchandise, her response was "any payment made will get refunded to you."

So, today, 10/15, Affirm sent me an email that I STILL owe them money because Ghostbed didn't pay the whole loan. They left me a $196.31 balance. How nice. BACK to Facebook private message to tell them that FedEx damaged the packages - not me - so if I'm being charged a restocking fee, it should be waived. The response was: "We only ship new merchandise. The restocking fee apparently is all you are being charged, as we typically would also deduct $100 for the mattress and $25 for the pillows. I'm not sure why it is only a restocking fee. But the order has been refunded." Still, because I was frustrated with this complete lack of concern and unacceptable resolution, I asked if there was ANYONE there interested in making this situation right but the final response was: "We do have policies that we apply equally to everyone. You can read the full terms of our policy at our website."

So what if I wanted to make an impulse purchase at 1:00 AM and change my mind. I'm glad I didn't have to cancel for a REAL reason that was unavoidable like a family emergency or military deployment. But now I just paid a company that I never intended to do business with for the inconvenience they caused ME. I guess they're doing so well they don't care if a potential customer was happy. They obviously don't care to have my business in the future. Great business model.

I purchased a GhostBed mattress in July 2020 and initiated a request to return it one month later. While making the return request, I was first offered the opportunity for a free topper to be sent to me to help with comfort. I appreciated that, but still opted to return the mattress instead. I became dismayed to learn that despite GhostBed's "No-Hassle Refund Guarantee" isn't accurate at all. Their website says, "Tried GhostBed for 30 days, and realized it’s just not right for you? No sweat. The GhostBed customer service team will work with you to arrange pickup of your mattress. All you need to do is be home when the pickup crew arrives."

Contrary to that assurance, I was informed because of COVID-19 that I would need to PERSONALLY locate & coordinate a mattress pickup with a charitable organization local to me. That is not "no hassle" and does much more than require me to "lift a finger." That chore all by itself wouldn't have been an issue to me if it had been clearly stated on the GhostBed website prior to my purchase. But it didn't. That's either dishonest or lazy website maintenance.

In addition, I was also informed that I would need to return the two free pillows received. Ok, no problem. Except that the cost of returning them was on me. THAT is a problem. So, along with my mattress purchase I was sent two pillows that I didn't request (they were a default bonus with the mattress), had to return them, and bear the brunt of that cost (as it turns out, $24 through the cheapest USPS option). And as with the mattress return, there's nothing on the GhostBed website stating that bonus pillows received with the mattress would need to be returned at all, much less AT CUSTOMER EXPENSE if returning the mattress.

If I opted to keep the pillows, their cost would be subtracted from the final refund. So I spent the $24 to return them. I eventually was able to coordinate a mattress pickup and then sent a copy of the required pickup receipt to GhostBed support on Aug. 21. Over the course of the next several days, I sent four separate inquiries to GhostBed support via the same email address I had earlier coordinated the mattress & pillows returns. My inquiries were simply to ask how long the refund typically takes. The support person had previously been very quick to respond to me. Concerning my "how long does it take" inquiries, I never once received a reply. Never once. Even to this day.

I then began calling their support line. Found out each time I was somewhere around caller 15 waiting in line to get through. Each time, the phone voice message keep me on for roughly 20 minutes before simply dropping me. Interestingly the voice holding message periodically came back saying, "Wow! You're still holding. We are sorry..." as if THEY couldn't even believe a calling customer would actually wait that long on the phone.

So finally on Aug. 31, I tried their online chat function to see if I could communicate with anyone. First time, I was somewhere around customer 17 waiting for a chat agent to respond. While waiting, I simply stayed busy with other work. About an hour later when I was getting close to being first in line, I discovered that I was timed out of chat and got dropped. So I tried again. Went back to being customer 14 and decided this time to periodically send the chat session a keyboard character just to keep my session from timing out again.

Finally a couple hours later, I actually connected with a chat agent. (Yes, a couple hours later.) So without exaggeration, I spent a total of 3+ hours on their chat software until I had someone interacting with me. Keep in mind, it's now been 10 days since I submitted my mattress pickup receipt. All I wanted to know is how long it typically takes to get a refund. During this chat session, I was informed it usually takes "up to 15 business days" to process. Sigh...

Ok, so I mapped out 15 business days on the calendar from my original receipt submission date of Aug. 21, including skipping weekends and Labor Day, plus one extra day just to make sure. I re-chatted that day (Sept. 15) that we were beyond the 15-day process period and I still hadn't received a refund. The first thing this chat agent (different person this time) wrote back was "Who informed you of 15 days?" Oh no... here we go. "The tickets are viewed in the order they are received by Returns, and THEN it takes up to 15 business days to process." Sigh... I asked, "So another week? A month? Any idea at all?" Response, "I don't want to give you inaccurate information... They will contact you with the time to expect it and the amount." Sigh...

I finally received the refund notification on Sept. 24, five weeks after I had sent support a copy of the mattress pickup receipt on Aug. 21. So my conclusion about the return process is this:

1. Despite what the GhostBed website says, if you buy one of their mattresses and opt to return it sometime after 30 and before 101 days, you will get stuck locating a charitable organization to haul it away.

2. If free pillows come with the mattress, you will get stuck paying for and coordinating the return of the pillows separately from the mattress.

3. It is likely to take an enormously long period of time to finally secure your refund. That alone tells me one of four things:

a. GhostBed returns & support are severely understaffed, OR

b. GhostBed returns & support processes are severely inefficient, OR

c. GhostBed has many, MANY more mattress returns than they let on, OR

d. GhostBed is in financial trouble and hangs onto your refund as long as possible before finally letting it go.

There may be other possibilities, but I can't think of them. In sum (as noted in an earlier review), I did like the mattress itself, even though it didn't resolve my back problem. However, if you buy one and decide to return it, just be aware of the amount of work, expense, and wait you will incur in the process. Clearly it would be an understatement to say that process was a significant disappointment to me. I gave this two stars instead of only one because at least the people I did interact with were polite and tried to help within the context of what they are permitted to do and say.

Also, the price was right (under $600 when I bought it), and it came with two free pillows. Despite all that, I ended up returning the mattress within their 101-day trial period because I would wake up each morning with a sore back. Though that sounds bad, I actually don't blame the mattress. I seem to have a sensitive back and was hoping a nice mattress would help. In the end it didn't, but (to me) that is not a reflection on the quality of the mattress. That's why I rate it so well and would still recommend it to those who prefer a bit more firmness in a mattress. If, however, you purchase a GhostBed mattress and aren't convinced prior to the purchase that you're going to keep it, I have very different feedback regarding that service process. So I'm making that a separate review because my star rating is different.

During the time of order, my husband who works out of town for very extended periods of time, was home so we could have gotten it installed. With the very extended amount of wait time, by the time it finally arrived, he was back out of town for work and I could not get in moved and installed by myself. Calls to the company resulted in promises of free sheets and pillows to make up for their issue, neither ever showed up!

Now that we finally have had it installed months later, I can say we both are very unhappy with it and cannot sleep comfortably in it. Even after giving plenty of time to acclimate it. I now totally sleep on the couch and he has trouble sleeping and wakes up with extreme back pain. While we love the adjustable base, the mattress is not at all impressive. We would appreciate at the very least, our promised items for our inconvenience. I am going to reach out again to see it we can try a different style of GB mattress. I have found this to be an expensive disappointment ???? In addition the “massage” (very light vibration feature is extremely disappointing). Ghost Bed, would you like to make this right? I don’t know why we did not receive our items which were were promised, our sheets and pillows at the very least? We wanted really LOVE this bed and gave it our best shot, but sadly it gets no better with time. GhostBed, would you now like to make this expensive transaction right?

Where it feels like a scam is when originally purchasing the bed they throw in two “free” pillows and again if you don’t keep the bed they either charge you for the pillows or make YOU pay to send them back. I think it's shady when I didn’t ask or want the pillows but I have to pay to ship them back and we only found this out when we said we want to return the bed. You can only find where it states this towards the bottom of their terms and conditions page. OH and keep in mind they own the Nature's Sleep brand so expect the same experience. You’re better off going to a mattress store and trying out a bed you like and buying there bc most have the 100 night trial as well.

This is the message they sent me. "However, upon reviewing the donation receipt from our partner Sharetown, they noted on the receipt that they picked up a Twin Nectar mattress and not a Twin GhostBed." This is done to be sure the GhostBed is donated and not another mattress therefore, I cannot accept your donation receipt with another mattress name for the donation. This is total **!