GhostBedReviews of ghostbed.com

Response from GhostBedJul 3, 2026

Thank you for taking the time to share your feedback, Michelle. We're sorry to read that the beds and mattresses did not meet your expectations. I was a little confused by your comment "We live in Northern Ireland." GhostBed does not currently sell any merchandise in Ireland. After requesting additional information, we were unfortunately unable to identify the purchase or review the circumstances you described because we did not receive a response. Without that information, we're unable to verify the order history or investigate the concerns you raised. We understand how disappointing it is when a product doesn't meet your expectations, particularly when it was purchased as a significant investment. We would have welcomed the opportunity to review your experience and determine whether there was anything 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

Reese, thank you for sharing your feedback from November 2023. Reading about your experience is deeply frustrating to me as the Director of Customer Experience. Accusing a customer of voiding their warranty simply because they noticed a structural shift through the fabric, and then immediately pivoting into a sales pitch to buy a new mattress when you were seeking help, is entirely unacceptable customer service. I apologize sincerely for that defensive and tone-deaf treatment.A mattress should maintain its structural integrity for decades, which is exactly why every GhostBed is backed by an industry-leading 20-to-25-year warranty. Furthermore, our support team should be problem solvers, not data barriers. While migrating legacy software can sometimes make finding historical orders from 6–7 years ago difficult, our current team is fully trained to utilize deep archives and alternative search methods (such as matching tracking data or credit card verification) to help our customers locate their files. We never want a customer to feel like we are evading our quality promises.Because your Trustpilot profile lacks the information needed to pull up your 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 take over your case. If you still have the mattress, please contact me directly at [email protected] with the various email addresses or names used at checkout so I can personally exhaust every search option in our databases to locate your file and review your warranty options.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 29, 2026

Bill, 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 experience, 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 details of your refund 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

Jose, thank you for sharing your feedback from August 2023. Reading about your experience is incredibly frustrating to me as the Senior Director of Customer Experience. Telling a customer that they 'should have done their research' or forcing them to hunt through a Frequently Asked Questions page just to discover a basic return policy is completely unacceptable, and I apologize sincerely for that defensive attitude.You raise a completely valid point: a customer should never feel like a company can just send them a product and force them to keep it through hidden loopholes. To clarify for future shoppers, our smaller sleep accessories like toppers are final sale due to strict hygiene and health regulations. However, we took feedback like yours very seriously; we have since completely overhauled our website to ensure these item-specific terms are clearly and boldly displayed directly on the product page before checkout, rather than being buried in the fine print. Furthermore, our foam is CertiPUR-US® certified for safety and quality, and it should never look or feel cheap. If an item leaves our facility with a manufacturing defect or an unusual scent, it is fully covered by our warranty, regardless of the return policy.Because your Trustpilot profile lacks the historical information needed to find your order, we previously reached out to request your details but did not receive a reply. Even though this occurred several years ago, I want to review your file and check on the quality batch your topper came from. Please contact me directly at [email protected] with your original order details so I can look into this for you.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Heather, thank you for sharing your feedback from August 2023. Hearing that your return was rejected simply because the external shipping tape on the box was sliced open—even though the product itself was never unboxed or used—is deeply frustrating. I apologize sincerely for that unyielding approach to customer service, as well as the difficulty you faced in trying to locate our return information online.To help clarify our logistical practices for future shoppers, our central return facilities are high-volume commercial warehouses. Because of this, we require return authorizations to be generated internally so packages arrive with the correct tracking barcodes; otherwise, shipments are rejected by the freight carriers. However, concealing our address or using slashed box tape as a loophole to deny an unused return is entirely unacceptable. Since 2023, we have completely overhauled our agent guidelines to ensure common-sense flexibility for unopened boxes, and we have updated our website to make our contact channels and return protocols explicitly clear before checkout.We also took past consumer inquiries and historic feedback from that period incredibly seriously. By completely restructuring our support leadership, eliminating automated email queues, and expanding our direct phone accessibility, we have worked tirelessly to ensure every customer is treated with absolute transparency.Because your Trustpilot profile lacks the historical information needed to find your order, we previously reached out to request your details but did not receive a reply. Even though this occurred three years ago, I want to personally audit your file to see how this was resolved. Please contact me directly at [email protected] with your original order details so I can look into this for you.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Alfred, thank you for sharing such a thorough, balanced, and insightful review of your experience from July 2023. I am absolutely thrilled to hear that you loved the exceptional, silky quality of our luxury sheets, and that you appreciated the adjustable filling design of our GhostPillows. I am also glad that Mita was able to expedite your final refund within just a few days.However, I want to apologize sincerely for the completely absurd and frustrating experience you had with our donation coordination. Asking a customer in Canada to navigate mattress donations using charity suggestions located 4,000 kilometers away is completely unacceptable and demonstrates a severe lack of basic geographical awareness from our staff at that time. You were entirely right to be frustrated by that pressure.While we do utilize local donations to keep mattresses out of landfills during comfort trials, it is our absolute responsibility to handle that coordination seamlessly, not burden our customers with it. Since 2023, we have completely overhauled our international logistics networks and implemented specialized Canadian disposal and donation partnerships so that our 101-night trial is truly hassle-free, regardless of geography.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 three years ago and your refund was successfully completed, your feedback has been incredibly valuable to our structural growth. If you ever need assistance in the future, please reach out to me directly at [email protected],Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Dean, thank you for your direct feedback from June 2023. Hearing that our mattress did not live up to your expectations and that you found our return process difficult is incredibly disappointing.A sleep trial is only as good as the customer service backing it up. Today, we have completely restructured our support channels to eliminate the delays you experienced. All GhostBed mattresses come with a genuine 101-night trial, and our team is fully trained to coordinate pickups and refunds quickly and seamlessly.Because we never received a response to our private message requesting your order details, we have been unable to find your account. Even though several years have passed, I want to make sure your return was completed properly. Please email me directly at [email protected] with your original order number so I can personally audit your file.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Katherine, thank you for sharing your feedback from June 2023. I am very sorry to hear about the frustration your husband experienced with our adjustable base legs, and the completely illogical return guidance he was given.You raise an absolutely undeniable point: a customer cannot possibly verify thread sizing without opening the packaging. While our 6-inch legs are designed to match standard industry threading, variations do exist across different bed brands. Telling your husband that opening the box disqualified him from a return or threatening excessive restocking fees on a simple parts order was an entirely incorrect approach to customer care. We have since thoroughly retrained our support team to handle parts compatibility issues with common sense, flexibility, and absolute transparency.Because your Trustpilot profile lacks the historical information needed to find this order, we previously reached out to request your details but did not receive a reply. Even though this occurred three years ago and you chalked it up as a loss, I want to personally refund your $65.00 purchase price to make this right. Please contact me directly at [email protected] with your original order details or email address so I can credit your account.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed