GhostBedReviews of ghostbed.com

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

Response from GhostBedJun 29, 2026

Patrice, 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 communications with our 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

Paul, thank you for sharing your feedback from July 2022. I am very sorry to hear that the mattress topper caused you physical discomfort, and I completely understand your frustration regarding our return policy during that time.To ensure complete transparency for future shoppers, our smaller sleep accessories—including mattress toppers—are final sale due to strict hygiene regulations. We do not have a policy of offering '1/3 back' on returns; our policy is that accessory sales are final. However, we took feedback like yours very seriously and have since updated our website to ensure these item-specific terms are clearly visible before checkout, rather than hidden in the fine print.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 ensure your situation was fully reviewed. Please contact me directly at [email protected] with your original order number or the email address used for the purchase so I can personally look into your file.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Angela, thank you for sharing your feedback from July 2022. I am very sorry for the frustration you experienced with the topper’s comfort, the packaging appearance, and the confusion surrounding our trial policies at that time.Receiving an item that looked poorly packaged is completely unacceptable, and I apologize that our team gave you a dismissive answer when you called. Furthermore, your feedback regarding the visibility of our trial icons during checkout was taken very seriously; we have since updated our website to ensure it is incredibly clear which sleep accessories are final sale before a customer completes their purchase.Regarding our pillows, while they do include a trial period, our policy at that time did require customers to cover return shipping fees. We always want to be fully transparent about these costs upfront.Because your Trustpilot profile does not contain enough information to locate 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 make sure your account was handled properly. Please contact me directly at [email protected] with your original order number so I can personally review your case.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Dan, thank you for taking the time to share this detailed feedback from July 2022. I am very sorry for the frustration you experienced regarding our promotion timing, the topper's performance, and the return policy.To help clarify for future shoppers, while our mattresses feature a 101-night trial, our smaller sleep accessories—including mattress toppers—are final sale due to hygiene regulations. However, we always want our messaging to be completely clear, and I apologize if this felt hidden or misleading at the time of your purchase. We have since worked hard to make our item-specific policies much more visible on our website.Because your Trustpilot profile lacks the specific details needed to find your order, we previously reached out to you here to request your information, but we did not receive a reply.Even though this purchase was made four 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 or email address so I can personally review your account.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 24, 2026

Dear Rachel,Thank you for replying to my request for information so I could personally review the ticket history (#866402) for your June 2022 mattress topper purchase.I understand how frustrating it can be when a product arrives looking different than expected. I would like to clarify the explanation provided by our supervisor, Ryan, in June 2022. Due to manufacturing runs, the specific zone patterns and colors of our gel memory foam toppers can vary visually from the primary marketing images. We include a disclosure on our website to notify customers of these potential aesthetic differences, though we guarantee the core cooling, density, and support specifications remain identical.Our logs show that our team did not rescind a replacement offer; rather, to resolve your request for a return on what is normally a non-refundable personal-use item, Ryan proactively offered a 25% partial refund as an immediate gesture of goodwill. Our records indicate that we did not receive further communication from you after that email, which is why the 25% refund was never finalized.As Senior Director, I want to ensure this is resolved properly for you. If you still have this order and would like to claim the 25% refund back to your original payment method, please contact me directly at [email protected] so I can process it for you immediately.Best regards,Dennis ManningSenior Director, Customer ExperienceGhostBed

Response from GhostBedJun 26, 2026

Jaclyn, I am very sorry to hear about the frustrating experience you had back in 2022. Receiving a damaged box, feeling ignored by our team, and dealing with back pain from a mattress that felt too soft is not the premium experience we promise, especially with our Venus Williams collection.I also want to sincerely apologize for the confusion regarding our brand ambassadors. While Shaquille O'Neal and Venus Williams partner with us to design and promote our beds, they are not part of our daily customer service team, and I am deeply sorry our staff did not clarify that properly or follow up with you as promised.We have since completely overhauled our return process to ensure our 101-night trial is honored seamlessly. 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 ensure your case was resolved. Please contact me directly at [email protected] with your original order number or the email address used in June 2022 so I can look into this for you.Best regards,Dennis ManningSenior Director, Customer Experience, GhostBed