GhostBedReviews of ghostbed.com

Response from GhostBedJun 30, 2026

Dave, 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 order, delivery, and subsequent communications 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 delivery history, the communications surrounding your concerns, and the circumstances you described 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 30, 2026

Christina, 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 purchase, 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 purchase and 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

A 48-hour shipping guarantee means exactly that, and failing to ship your topper after 10 days—followed by a month-long delay for your refund—is completely unacceptable. Jon, I completely understand why you were driven to the point of seeking legal counsel back in February 2022. Leaving a customer to call daily without ever getting a real human on the phone is a failure of basic service. Since this occurred, we have completely restructured our phone support routing so that customers can always reach a live representative, and we have fully automated our refund system to eliminate these multi-week financial bottlenecks. We previously reached out to you here to request your order information to audit this file, but we did not receive a reply. I want to personally ensure your funds were successfully returned. Please reach out to me directly at [email protected] with your original order details so I can verify that this was resolved correctly. Sincerely, Dennis Manning Senior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

As the Senior Director of Customer Experience here at GhostBed, reading a review like George’s from February 2022 is something I take very seriously. A mattress should provide a flat, supportive sleep surface, not 'hills and valleys.'When a mattress develops premature sagging or unevenness, it is exactly why we provide a 20-to-25-year warranty on our beds. We want our customers to know we stand behind our durability, and our current team is trained to handle these structural claims quickly and safely. Because we never received a reply to our private message requesting your order details, we haven't been able to look up your file. Even though this purchase was made four years ago, I want to make sure your mattress issues were properly addressed under our warranty. Please email me directly at [email protected] with your original order information so I can personally investigate this for you. Sincerely, Dennis Manning GhostBed Customer Experience

Response from GhostBedJun 26, 2026

Ian, thank you for sharing your feedback from February 2022. I am very sorry for the frustration caused by our logistics failure and the subsequent delay in getting your money back. When an order is cancelled, our system should immediately halt shipping. Slipping through to delivery anyway, and then taking weeks to return your funds, is entirely unacceptable. Since 2022, we have fully integrated our ordering and shipping platforms to ensure cancellations take effect instantly, and we have streamlined our accounting team to process refunds without delay. 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 happened several years ago, I want to ensure your account was fully and accurately settled. Please contact me directly at [email protected] with your original order details so I can personally audit the file. Best regards, Dennis Manning Senior Director, Customer Experience, GhostBed

Response from GhostBedJun 30, 2026

Calm & Considerate, 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 order, cancellation request, 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 purchase, 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 23, 2026

Dear Joseph,Thank you for replying to my request for information. While I was able to locate Order #89793GBUS using the number you provided, I want to note that the contact details (name, email, and phone number) you shared in your reply do not match the authorized account holder information on file for this specific order. For security and privacy reasons, we can only discuss internal file notes directly with the primary account holder.However, looking strictly at the history of Order #89793GBUS, our records show the 3D Matrix mattress was purchased on October 24, 2021, using Affirm financing. The account holder contacted us on November 30, 2021, to initiate a return, and our retention team engaged on December 2, 2021. I personally reached out to the account holder on January 25, 2022, to confirm that a 100% full refund was finalized through Affirm.Regarding our return policy, GhostBed covers the return shipping of the mattress during the trial period. Per our standard promotional terms, customers are only responsible for shipping fees or retail adjustments if they choose to keep promotional items rather than returning the entire bundle.If you are the primary account holder and have any lingering questions regarding the Affirm processing timeline for this 2022 transaction, please contact me directly from the verified email on the account at [email protected] regards,Dennis ManningSenior Director, Customer ExperienceGhostBed

Response from GhostBedJul 2, 2026

Hi Theresa, Thank you for providing your order information, which allowed us to review your account. After reviewing the order history, we confirmed there was an unexpected product delay that prevented your mattress topper from shipping as originally anticipated. We also confirmed that your order was canceled on December 8, 2021, and forwarded for refund processing the same day. We understand how frustrating it is to wait for an order, especially after contacting Customer Service multiple times for updates. While supply delays were impacting some orders during that period, we recognize that this did not meet the experience we strive to provide. We appreciate you taking the time to share your feedback, as it helps us continue to improve our communication and overall customer experience. – Dennis M. Director of Customer Experience