GhostBedReviews of ghostbed.com

Response from GhostBedJun 26, 2026

James, thank you for sharing your feedback from January 2023. I am very sorry to hear that the mattress topper caused you such severe physical discomfort and side pain, and I completely understand your frustration regarding our return policy.You asked a very fair question: what is the difference between returning a mattress versus a topper? To clarify for future shoppers, mattresses can be legally picked up, sanitized, and recycled or donated to local charities through specific logistics networks. Smaller sleep accessories like toppers, pillows, and sheets cannot navigate those same donation pathways due to strict hygiene and health regulations, which is why they are marked as final sale. However, we agree that this distinction should never feel hidden, which is why we have since completely updated our website to ensure accessory terms are fully visible before checkout.While other companies may handle accessories differently, we stand firmly behind the durability of our products, and we have spent the last few years completely overhauling our agent training to ensure these policies are explained with clarity and empathy upfront.Because your Trustpilot profile lacks the information needed to pull up your account, we previously reached out to request your order details but did not receive a reply. Even though this occurred several years ago, I want to make sure your experience with us concludes on a better note. Please contact me directly at [email protected] with your original order details so I can personally review your file.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 29, 2026

Christine, Thank you for taking the time to share your feedback. I'm sorry to read that your experience did not meet your expectations. After reading your review, I reached out through Trustpilot and requested additional information so I could locate your account and better understand the concerns you described regarding your mattress return. Unfortunately, I have not yet received a response. Although some time has passed since your review, I would still welcome the opportunity to better understand your experience. I would be happy to review your order, the return process, and the communications surrounding your request so I can better understand what occurred and determine whether there is anything I can do to assist. If you are willing, please contact me directly at **[[email protected]](mailto:[email protected])**, and I will personally review your order with you. Thank you for bringing your concerns to my attention. I appreciate the opportunity to review any issues our customers experience and hope to hear from you. Respectfully, Dennis Manning Senior Director, Customer Experience GhostBed [[email protected]](mailto:[email protected])

Response from GhostBedJun 26, 2026

Gary, reading your experience from December 2022 is deeply frustrating, and I want to apologize sincerely for the immense stress this delivery failure and subsequent billing loop caused you. Having to make financing payments on a premium bed setup that never actually crossed your threshold—due to a complete communication breakdown between our warehouse and RXO Logistics—is a massive failure on our part.You were entirely right to be heated. Forcing a customer to wait weeks for a refund while a third-party carrier holds the undelivered product is not how business should be done. Since 2022, we have completely overhauled our freight partnership protocols and integrated our tracking systems. Today, if a delivery is mismatched or refused, our internal systems trigger an immediate review to ensure refunds are processed swiftly, protecting our customers' hard-earned money and credit.Because your Trustpilot profile lacks the matching information needed to pull up this specific file, we previously reached out to request your order details but did not receive a reply.Even though this occurred several years ago, I want to personally audit your account history to make absolutely sure your financing balance was completely cleared and settled correctly. Please contact me directly at [email protected] with your original order details so I can verify this for you.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 24, 2026

Hi Dana,Thank you for providing your details. We treat all accessibility and delivery concerns with the utmost seriousness, and I welcome the opportunity to address your experience from November 2022.We were incredibly disappointed to learn that FedEx misdelivered your Luxe King mattress to the wrong unit. When you alerted us, our team immediately contacted FedEx, and they confirmed they would return to the property to correct their error and move the package to your second-floor apartment.When the carrier failed to follow through, we wanted to ensure you were not left stranded. We offered a price concession to help cover the cost of local moving assistance, or a return. Our records show that we initiated your return authorization on November 17, 2022. Once the items were received back and inspected, your refund was fully processed and completed on December 8, 2022.While we rely on national carriers for the physical delivery of our products, we deeply regret the stress this third-party shipping error caused you. Since this matter was fully refunded and resolved in 2022, your account remains closed. If you have any remaining questions, please feel free to reach out to me directly.Best regards,Dennis ManningSenior Director, Customer [email protected]

Response from GhostBedJun 26, 2026

Hannah, thank you for sharing your feedback from November 2022. I am very sorry to hear that both pillow styles flattened so quickly and caused you neck discomfort, and I apologize sincerely for the generic, automated customer service you experienced. Receiving a cookie-cutter response when you are dealing with physical pain is incredibly frustrating. We took this feedback to heart and have since completely restructured our support team to prioritize real, human responses over automated templates. Additionally, we stand behind the durability of our products, and our GhostPillows come with a 5-year warranty to protect against flattening or material defects. Because your Trustpilot profile lacks the specific details needed to find your file, we previously reached out to request your order information but did not receive a reply.Even though this occurred four years ago, I want to make sure your experience with us ends on a better note. Please contact me directly at [email protected] with your original order details or email address so I can personally look into your case and review your warranty options Best regards ,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Melissa, thank you for sharing your feedback from October 2022. I am very sorry for the intense frustration you experienced regarding your mattress return timeline and the subsequent issues you faced with your Affirm financing dispute.You raise an incredibly critical point regarding e-commerce financing. When a company takes too long to process a refund, it can unfairly push a customer past a third-party lender's strict dispute window. Leaving you stuck in that financial bottleneck due to our slow processing times back in 2022 is entirely unacceptable, and I apologize sincerely for that hardship. To prevent this, we have since completely overhauled our accounting workflows and automated our return systems to ensure mattress refunds are issued swiftly and reported to Affirm immediately.Regarding your promotional discount: when a mattress is returned from a discounted bundle setup, our policy at that time recalculated the kept items (like the adjustable base) at their individual retail prices. However, our team should have explained this line-by-line mathematical breakdown with absolute transparency before you initiated the return, never leaving you with a financial surprise.Because your Trustpilot profile lacks the information needed to pull up your account, we previously reached out to request your order details but did not receive a reply. Even though this occurred four years ago, I want to personally audit your file to ensure your Affirm balance was ultimately settled fairly. Please contact me directly at [email protected] with your original order details so I can investigate this for you.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 29, 2026

Mary, Thank you for taking the time to share your feedback. I'm sorry to read that your experience did not meet your expectations. After reading your review, I reached out through Trustpilot and requested additional information so I could locate your account and better understand the concerns you described regarding your mattress return and refund. Unfortunately, I have not yet received a response. Although some time has passed since your review, I would still welcome the opportunity to better understand your experience. I would be happy to review your order, the communications surrounding your return, and the refund details so I can better understand what occurred. If you are willing, please contact me directly at **[[email protected]](mailto:[email protected])**, and I will personally review your order with you. Thank you for bringing your concerns to my attention. I appreciate the opportunity to review any issues our customers experience and hope to hear from you. Respectfully, Dennis Manning Senior Director, Customer Experience GhostBed [[email protected]](mailto:[email protected])

Response from GhostBedJun 26, 2026

Thank you for sharing your feedback. I am very sorry to hear about the frustration regarding your billing, sizing, and cover material back in 2022. This experience does not reflect the transparent, high-quality service we demand of ourselves today.We take billing discrepancies and incorrect shipments very seriously. Because your Trustpilot profile does not contain enough matching information to locate your file, we previously reached out to you here to request your order details so we could investigate and resolve this. Unfortunately, we never received a reply.Even though several years have passed, I want to ensure this was handled correctly. If you still need assistance, please contact me directly at [email protected] with your original order number or the email address used for the purchase. I am personally here to help.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed