TRISTAN T.
The surfce of the mattress begain to disintegrate
The surfce of the mattress begain to flake into kernels as hard as rice. I have written to them four times with no response. The kernels are made from the materal of the mattress - but from moving over them - they collect and feel like rice. I feel
Response from GhostBedJun 26, 2026
Tristan, thank you for sharing your feedback from April 2023. What you are describing—the surface of your mattress breaking down into hard, rice-like kernels—is completely unacceptable and points to a severe, isolated material defect. Discovering this issue is frustrating enough, but having four separate emails go completely unanswered by our team is a profound failure of basic customer service.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. Leaving a customer to sleep on a disintegrating surface without any support is entirely against our core values. We have since completely dismantled our old email queue system and restructured our customer care team to ensure physical product defects and warranty claims are flagged and resolved immediately.Because your Trustpilot profile lacks the matching information needed to pull up your account, we previously reached out to request your order details but did not receive a response.Even though this occurred three years ago, I want to personally locate your file, investigate the material failure, and ensure your mattress is fully covered under our warranty. Please contact me directly at [email protected] with your original order number or the email address used for your purchase so I can handle this for you right away.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed