GhostBedReviews of ghostbed.com

I am providing two separate GhostBed reviews because I want to distinguish between my opinion on the mattress itself and separately for an aspect of GhostBed service. This one is about the mattress. I purchased the most basic GhostBed mattress in July 2020. So this isn't their Flex, Luxe, or 3D Matrix. Just the basic. I'm giving it 5 stars because I found it to be supportive, on the more firm side (which is my preference), and - as primarily a back & stomach sleeper - pretty comfortable. Plus it has a 20-year limited warranty, which is 5-10 years longer than most of their competitors. Also, the price was right (under $600 when I bought it), and it came with two free pillows. Despite all that, I ended up returning the mattress within their 101-day trial period because I would wake up each morning with a sore back. Though that sounds bad, I actually don't blame the mattress. I seem to have a sensitive back and was hoping a nice mattress would help. It simply didn't, but (to me) is not a reflection on the quality of the mattress. That's why I rate it so well and would still recommend it to those who prefer a bit more firmness in a mattress. If, however, you purchase a GhostBed mattress and aren't convinced prior to the purchase that you're going to keep it, I have very different feedback regarding that service process. So I'm making that a separate review because my star rating is different.

I give 1 star because there are no 0 star options..I placed an order on 8/25.. Per their website it ships 2-5 days..After a week I called because I had not received any tracking info.. Their rep said my order was processed so she wasn't sure why and was looking into it.. I heard nothing and found something better locally and want to cancel order, I called back 3x in a week and no one answers. The prompt says avg wait time is x minutes. I held 16 minutes the first time and was promoted to leave a message, immediately was promoted to leave a message the 2nd call, and was on hold for 21 minutes this morning then forced to leave a message yet again. I tried the chat feature on their website and was told someone would contact me ASAP.. save your time and effort as this appears to be a Chinese scam company and you WILL be ghosted..

I have an issue with an order. I've tried every way possible they suggest and then some to try and communicate with them. ABSOLUTELY no response. I wish I had done more investigation before I did any business with them.

When I ordered from GhostBed, I largely purchased from them because they boast shipping within 24 hours from US-based locations for quick delivery. 2 weeks later and still no news (literally...at all). I've contacted customer service 6+ times via chat and phone and have only connected with someone twice and messages I sent over a week ago still have no answers. Both of those times, I was given a scheduled ship date, which came and went. I am still trying to get in contact with literally anyone to get a handle on what is happening and will likely cancel my order. While I recognize COVID-19 has thrown a wrench in timing for a lot of companies, the total lack of communication is unreal. The delay isn't what is frustrating me; it's the complete ghosting.