Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mattress from Ghostbed on January 28th, website says shipping will occur within 24hr to 5 business days. The Monday after ordering I contacted them online questioning when the mattress would ship. They responded that it was delayed and would ship the following week. By Thursday of the following week I reached out to see if it was still going to ship and got a very short and **** reply that it was delayed and would ship the next week. Following that I reached out the next day to confirm a shipment date. After paying almost $2000, I'd like to know a ship date. They sent me a message saying everyone was busy and they would reach out to me when they had someone free. That was 48hrs ago. As of now all subsequent attempts to reach out have been met in the same manner with the chat being disconnected by someone on their end.

  Business Response

  Date: 02/23/2024

  GhostBed Order# 202066GBUS 
  
  Thank you for reaching out to our GhostBed team.  
  
  As notated online on the product page, our GhostBed Flex Mattress was listed on a shipping delay. 
  
  The customer's item shipped on 2/13/24, and was delivered on 2/17/24   per ***** tracking. 

  Customer Answer

  Date: 02/23/2024

   
  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

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a GhostBed Medium Firm Memory Foam Mattress and Adjustable Base Set with a split twin XL mattress option on January 11, ****. Shipping Labels were created on 1/12/****. On 1/17/**** two of the frames and one mattress was delivered, but another mattress was not here. I called the customer service to make sure it was not lost or forgotten, and they reassured me that it would be coming in ***** hours, and if not call back after 72 hours. It never came and I called 72 hours later (on 1/19/****) to seek assistance. II was then transferred to talk to a Ghost Bed employee (*****************************) who said he saw it had not left the wear house and would be in contact with the logistics manager to find the mattress and he would call me back once he heard from them. I did not get a call back but received an email on 1/22/24 that the specific wear house that the mattress was in had an influx of snow/bad weather and things were delayed due to lack of employees being able to work. I was then reassured that it would be shipped in ***** hours.Its not been 72 hours since that was said and the company will not respond to my emails, and hasnt sent me my mattress that I paid for. I simply want the mattress I paid for and no one will give me an answer or even send out a new mattress. The tracking number shows its NEVER been picked up by fed ex, so its clearly an issue with Ghost bed and nothing that anyone else can take fault for. This needs to be rectified and fixed. I paid for a product that I dont have in completion

  Business Response

  Date: 02/08/2024

  Thank you for reaching out to our GhostBed team. 
  
  This order appears to be a GhostBed order through Sam's *************************

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased mattress on 11/5/2023. Per GhostBeds policy, tried the mattress for 30 days. ******** was too uncomfortable so requested a refund at the end of 30 day trial period. ******** was picked up and donated to Sharetown on 12/18/2023 at GhostBeds direction and proof of donation paperwork was submitted to GhostBed. Received confirmation from GhostBed that they received required paperwork on 12/20/2023 and were submitting request for refund that would be received in 15 business days. It is now 1/23/2024 and still no refund has been received. Just want my money back as promised after jumping through all of their hoops properly. They get you the mattress real quick but if you dont like it you have to slog through their untimely return process. Have followed up with them numerous times and still no refund.

  Business Response

  Date: 02/08/2024

  GhostBed Order# 195857GBUS

  Thank you for reaching out to our GhostBed team. 

  Our records show the customer was refunded on 01/23/24. 

   

   

   

   

  Customer Answer

  Date: 02/09/2024

   
  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,
  
  *********************

  Customer Answer

  Date: 02/09/2024

  Refund received after multiple phone calls and emails and finally threatening to contact BBB.  Guess the last part worked.  VERY painful refund process

• Initial Complaint

  Date:01/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered back on 12/27/23 and was told that "Most deliveries are completed in 2-5 days" however, around 3 weeks later and after 4 delivery estimation push backs and i still dont have an idea on when it will be delivered.

  Business Response

  Date: 02/08/2024

  GhostBed Order# 200224GBUS 

  
  Thank you for reaching out to our GhostBed team. 

  Our ***************************** Legend Mattress was on a slight shipping delay as notated online at www.ghostbed.com. 
  
  Per ***** tracking, the item was delivered to the customer on 2/2/24. 
  
  

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order#*****gbca Ordered on November 18 2023 Never received. Called at least 6 times but only documented since December 15.Every call the same answer. We r a call centre so u will have to wait 3 to 5 days then it's 10 to 15 days. Then things are slower because of Christmas. On December 18 I was told the bed was already back in the warehouse and it was being processed that day. Jan 8 and 9 calls I'm told again another 3 to 5 days.

  Business Response

  Date: 01/13/2024

  GhostBed cannot find an order under the customer's name, address, or phone number.  Please provide an order number for better assistance. 
  
  

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ghostbed matress protector from amazon for *****, my husband ordered one directly from ghostbed for *****. He contacted them less then 10 hours after placing his order and they refused to cancel that part of the order and issue refund even though the item had not shipped and would not ship for 5 days. The cs agent advised him to return to return to sender. ***** returned the amazon item. I asked ghostbed to refund me for the ***** price differemce *** they refused. I told them i will return it for full refund. They said they will deduct $10 return shipping and 15% restocking fee. This is ridiculous, the company does not value its customers or their hard earned money. I had purchased a ghostbed mattress from homedepot which I will be returning since I do not want to support a company with such horrible customer service and return policy. Thank goodness i didnt buy the mattress directly through ghostbed because the horrible better business bureau reviews say that their 110 night guarantee is a scam.

  Business Response

  Date: 12/01/2023

  Thank you for reaching out to our GhostBed team. 
  
  We are not find a customer with the information provided.  Please provide an order number, so we can better provide an answer to the complaint above. 

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising of mattress with adjustable base; failure and refusal to properly communicate pricing to a customer when purchasing a bundle (adjustable base plus mattress) where itemized prices are concerned. Company will NOT refund the adjustable base but only the mattress, however refuse to rightfully inform the customer by receipt and also by phone what the individual cost or refund amount would be for the mattress if not satisfied. When you call the company to begin a return is when you learn that not only is the base non refundable but they cannot and will not tell you how much you paid for the mattress. Instead, they tell you they don't have that information and there is nobody you can speak to that has that information. They "escalate" your concerns to "that department" that handles those issues and "they" contact the customer with the "determined price" of the mattress to begin the *************** process. They refuse to give the information the customer is asking for, so that they get to decide how much they want to refund you for the mattress. BUYER BEWARE. NO NOT PURCHASE A BUNDLE FROM THIS COMPANY. False advertising: The mattress does not contour to the base in any way, shape or form as the pictures will depict. When you call ghostbed, which you will, because your mattress bunches up and is uncomfortable unless laying flat, then they will tell you that you must "break in" the mattress during the 101 night trial. The "break in" speech is completely a hoax. The mattress never contours or folds smoothly with the base, no matter what. SAVE YOUR MONEY AND YOUR DIGNITY. This company should refund me the full amount and make things right. We purchased 36 days ago and have been unsatisfied ever since. They will give you the run around and s**** with you when you try to return anything. This is a scam and should be illegal on refusing to itemize the mattress and base prices when choosing a bundle since they will only allow returns on a mattress. Illegal practices.

  Business Response

  Date: 11/11/2023

  GhostBed Order# 193534GBUS 
  
  Thank you for reaching out to our GhostBed team. 

  The information regarding our 101 Sleep Trial is found online, through our terms, is linked on the checkout screen, and is linked on the customer's order confirmation email.  Along with this information, it also lays out our 101 Night Sleep Trial only covers our mattresses. 
  
  Ghostbed did provide the customer the amount of her refund once she inquired about it. 
  

  Lastly, the customer is adamant about urging other customers away from our company, but placed another order on 11/10 for another one of our products. 
  
  

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20853518
  
  I am rejecting this response because:  First and foremost, Ghostbed has decided to imply that my customer concerns are not of validity or regard by saying I turned around and purchased "more of their products", which I did, but please let the record show that my "additional" purchase was a set of headboard brackets since we are now adjustable base bed owners for good. I do not appreciate detracting from the main concern of the situation.

  Ghostbed did provide me with an "approximate refund amount" for the mattress, but only by phone, and still refused to put anything in writing by sending me an itemized receipt. I asked for a receipt, or simply the return amount in writing, but I was told that I would not receive anything from them until my mattress had been picked up and all of my return documentation was submitted to them, then and only then would they send me a return amount receipt that was "determined" to be refunded to me. It was further explained to me that the amount of refund should be close to what they stated to me on the phone since taxes could vary. I simply asked from Ghostbed an itemized receipt by email in order to expect something concrete for a return. This is simply a business practice that could benefit all customers, not just my situation. I believe I had the right to know in a transparent manner what the exact amount of my return would be before I followed the return process of sending the mattress back.

  I also called back the very next day, and tried to stop the return process, and instead, continue with the mattress for more time during our 101 night sleep trial. I was not trying to cause any further issues, but rather, proceed with trying out the mattress a bit longer since they told me it needs to be broken in, but also be aware of what a refund amount would be if the return needed to be followed through with. I apologize for the inconvenience, but I would like their correspondence in writing in the way of an itemized receipt. Thank you.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/20/2023

  Please find below your estimated refund amount below, included discounts deducted, as outlined in our terms.  This amount excludes the taxes paid on your order, as I do not have access to the tax amount on your order. 
  
  
  Item Original Price discount % discount amount discounted amount
  GhostBed Luxe / Twin XL $        ******** 58% $             (1,664.63) $                    1,230.38
  Adj base- ******************       ******** 25% $                     (474.75)
  Sheet - ******************                   -    $                                 -   
  $                    -    $                                 -   
  
  Subtotal $                                                                                                                   755.63 
  Tax  $                                 -   
  
  Total  $                                                                                                                       755.63 
  
  
  

• Initial Complaint

  Date:11/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After speaking with retention specialist several times they arranged a return with a company called Sharetown within the return window. I went through with the return and obtained the documentation, sent it to Ghost bed, and received confirmation thwt they got it. They said to allow 15 days to process it. That was on Friday October 6th. I have messaged them several times since asking for updates and have not received responses. It has now been 29 days. Order #******GBUS, and return auth RAO56974.

  Business Response

  Date: 11/09/2023

  GhostBed Order# 186489GBUS
  
  Thank you for reaching out to our GhostBed team. 
  
  All customers are informed by email their refund can take up to 15 business days to process.  The customer is not at their 15 business day mark **********************

• Initial Complaint

  Date:10/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July I place an order for mattress which they claim to have a 101 day trial period. The mattress was not as advertised at all. When I tried to get return for refund,they told me Id have to pay them to return it as they had some insane formula of what they claim the mattress was worth minus my discount I received so it was more than I paid,so I would now owe them! INSANE! I had to accept UNDER DURESS an exchange of another mattress with no trial period of what they claim. They obviously have ghost writers on ******** page since I read through all those comments to see if anyone had issues with return policy,but all comments were complimentary and nothing like I just experienced. This company needs to stop using ghost writers on ******** and posting lies of reviews which are not true! They should honor PROPERLY their return/trial period. I believe they should come get their mattress and refund me what I paid

  Business Response

  Date: 10/12/2023

  GhostBed Order# 186512GBUS

  Thank you for reaching out to our GhostBed team. 
  
  Please note, account notes shows the customer has been in consistent contact with our customer service agents. 
  
  ********************** denies any claims of duress from our customer service agents. 

   

   

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20714912
  
  I am rejecting this response because:yes,theyve been in contact with me. They told me that if I return the mattress I would OWE THEM! I now have over $3,000 mattress Im unable to sleep on and let them know within the 101 days of FREE TRIAL. They told me Id have to replace it or PAY THEM! So,I want them to honor the money back guarantee they say they have. Not tell me I will owe them! 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/15/2023

  Please find the following information posted in our terms, which are available online, and linked on your order confirmation email. 
  
  "All promotional discounts will be applied toward the mattress, including bundle discounts." 

  As explained by our customer service agent, the cost of your mattress (excluding taxes) is:  $3795.  The total discounts of your mattress bundle is $3956.15, leaving a deficiet of $161.15.   Rather than leaving you with a negative account upon return, our agent explained an exchange would be more favorable, which you agreed to. 
  
  Please note, our agents are only acting within our outlined terms for the best interest of our customers. 
  
  

  
  
  

  Customer Answer

  Date: 10/16/2023

  This statement leads to consumer believing that when you return it,you consider the discount applied to your order and that would be amount applied. . The way you applied this,you are charging the customer for an amount that NEVER EXISTED! That I owe you for an amount on mattress that was never in the contracted price since nobody ever pays full price for an item since a business always marks up an item and then offers a discount to entice a consumer to pull the plug and buy it. This is purposely MISLEADING to even the most educated consumer and this needs to STOP. GIVE THE REFUND as promised 

• Initial Complaint

  Date:10/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early spring of 2017 we purchased a ghostbed. Have loved it ever since. On the evening on October 1st, 2023 our dog peed on the bed. We started to spot clean only for my husband to read the tag of the mattress that said this cover was removable for cleaning. So we took off the cover and immediately him and myself were covered in fiber glass shards. Our entire room was covered as well. Bedding, walls, furniture, pillows, picture frames, lights, clothes. Anything that was in our bedroom had a layer of fiber glass on it. We immediately put the cover back on after realizing. We then searched high and low on the mattresses or ghostbed website for any mention of fiber glass we may have missed. There was nothing. The next day when contacting them we got pushed around with multiple different people saying that they dont use fiber glass. A representative finally did tell us 2017 and prior mattresses were in fact made with fiber glass but did not need to be disclosed. We had to throw away the mattress and many other items in our bedroom considering they were invaded with fiber glass. We had to buy countless items that added up to clean all the glass. We are still getting pushed around with said company and they said they will not offer a refund or help us in anyway. They are also now stating that there is no fiber glass and we are making it up. Our tracking number with ghostbed is ******.

  Business Response

  Date: 10/04/2023

  GhostBed Order# 211047

  Thank you for reaching out to our GhostBed team. 
  
  The customer was emailed on 10/3/23 from our production team explaining we do not use fiberglass in our mattresses.    The particles are fabric fibers.  While they are small and resemble fiberglass and feel itchy but are not harmful and are not fiberglass. 
  
  On 10/4/23, our production team spoke to the customer, and ordered the customer a new ********************** Classic.