GhostBedReviews of ghostbed.com

Response from GhostBedJul 3, 2026

Thank you for taking the time to share your feedback, Mark. We're sorry to read that your experience did not meet your expectations. After requesting additional information, we were unfortunately unable to identify your account or review the circumstances you described because we did not receive a response. Without that information, we're unable to verify your order history or investigate your interactions with our team. We understand that mattress comfort is highly personal and that adjusting to a new mattress can be a very different experience for each individual. We're also disappointed to hear you felt unsupported during the process. We would have welcomed the opportunity to review your concerns and determine whether there was anything further we could do to assist. Please feel free to contact me directly. Dennis Manning Senior Director, Customer Experience GhostBed [email protected]

Response from GhostBedJun 26, 2026

Kat, thank you for sharing your feedback from October 2022. I am very sorry for the confusion and frustration regarding how our promotional return policy was worded at that time. To clarify for future shoppers, our 101-night mattress trial absolutely offers a full refund on the mattress purchase price. The 50% language you referenced only applied to specific 'bundle' promotions (for example, if a mattress came with free promotional pillows or accessories, the value of those kept items would be deducted from the total refund). We never want our policies to feel misleading, and we have since significantly simplified our trial terms to ensure they are crystal clear. Because your Trustpilot profile does not contain enough matching information to locate your order, we previously reached out to request your details but did not receive a reply. Even though this occurred four years ago, I want to make sure your account was settled fairly. Please contact me directly at [email protected] with your original order number so I can personally review your file.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Ani, thank you for sharing your feedback from September 2022. I am very sorry to hear about the frustration you experienced regarding the pillow's cooling performance and the subsequent tracking issue with your return.We never want our return process to feel difficult. To prevent the type of email delays you experienced back in 2022, we have completely overhauled our system. Today, customers can initiate returns easily, and we utilize streamlined tracking to ensure packages are fully accounted for. When returns are sent back without a tracking number, it unfortunately makes it incredibly difficult for our warehouse team to locate the specific package and verify its arrival among thousands of shipments.Because your Trustpilot profile does not contain enough matching information to find your order, we previously reached out to request your details, but we never received a reply.Even though this occurred four years ago, I want to see if we can find a way to turn this experience around for you. Please contact me directly at [email protected] with your original order number or the email address used for the purchase so I can personally review your file.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 24, 2026

Hi Jackson,Thank you for providing your order details. We value your feedback and appreciate the opportunity to clarify the timeline of your SmartBed order from April 2022.Our records show that after you contacted us on May 31, 2022, regarding connectivity issues, our team provided troubleshooting assistance to try and resolve the technical problem. When you requested a return on June 8, 2022, we initiated that process.To clarify the refund timeline, a formal credit card dispute was filed on July 3, 2022. Once a chargeback is active, our system is locked by the banking networks, making it legally and technically impossible for us to issue a standard refund until the bank resolves the case. When you reached out on August 19, 2022, to check on your funds, we explained that we were waiting on this bank resolution. As soon as the dispute was officially resolved, your full refund was successfully processed on August 23, 2022.We always strive to handle returns efficiently, though active financial disputes do extend the time required to release funds. Since this matter was fully refunded and resolved in 2022, your account remains closed. If you have any further questions, please feel free to contact me directly.Best regards,Dennis ManningSenior Director, Customer [email protected]

Response from GhostBedJun 24, 2026

Hi Sarah,Thank you for providing your order details. We always want to ensure a clear and fair process for our customers.Our records show that your order for two GhostPillows was placed on July 1, 2022. When you contacted our team on August 17, 2022, to initiate a return, our customer service team responded to your request. However, we did not receive any further communication or a reply from you after that date to finalize the return process.While our standard return policy at that time required customers to cover return shipping for smaller items like pillows, we always aim to support our customers through the process. Since your request was initiated within your trial period, I would love to step in and help make this right.Please contact me directly at [email protected] so we can review your case and find a solution for you.Best regards,Dennis ManningSenior Director, Customer [email protected]

Response from GhostBedJun 30, 2026

Cindy, 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 pillow purchase, return experience, and your interactions with our customer service team. 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 concerns you raised 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

Bogdan, thank you for sharing your feedback from August 2022. I am deeply sorry to hear about the frustration you experienced regarding our response times, and especially that the initial scent of the mattress made your wife feel unwell.To reassure future shoppers, all GhostBed mattresses are proudly CertiPUR-US® certified. This means our foams are made without harmful chemicals, heavy metals, or regulated phthalates, and are analyzed by independent testing laboratories. New foam can occasionally carry a temporary 'new bed smell' when first unboxed, which safely dissipates over a few days, but it should never be accompanied by a total lack of customer support.Leaving you in an automated email loop for two weeks while you were seeking help is completely unacceptable. We have since completely restructured our support team and ticketing system to ensure real experts respond to our customers promptly, rather than relying on endless automated replies.Because your Trustpilot profile lacks the information needed to find your file, 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 ensure your return and refund were eventually completed properly. Please contact me directly at [email protected] with your original order number so I can personally review your account history.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Lori, thank you for sharing your feedback from August 2022. I am thrilled to hear that you loved our mattress and adjustable frame, but I am deeply sorry for the frustrating customer service experience you had regarding price adjustments and returns.To clarify for future shoppers, while we do have specific promotional periods, our mattresses absolutely come with a 101-night sleep trial. If our team told you a return was not possible during your initial 30 days, that was a severe customer service error on our part, and I apologize for that misinformation. Today, we train our team to ensure our trial policies are honored exactly as promised.Because your Trustpilot profile lacks the 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 account was eventually handled properly and see how we can earn back your trust for your son's future bed. Please contact me directly at [email protected] with your original order details so I can personally look into this for you.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed