GhostBedReviews of ghostbed.com

Response from GhostBedJun 16, 2026

Hello Sabayra,Thank you for reaching out and sharing your experience. I am deeply sorry to hear that you are dealing with discomfort and that the exchange model did not provide the firm support your physical needs require. Our goal is always to help our customers find the right sleep solution, and I sincerely apologize for the frustration this has caused you.To provide some context for anyone reading this review, our standard policy allows for a 101-night trial on an initial mattress purchase. When a customer utilizes this trial to exchange their mattress for a completely different model, the replacement mattress is processed as a final sale. We do always disclose this terms-of-sale policy directly during the exchange process.Because we understand that choosing a mattress online can be difficult—especially when managing a disability—our team worked with you to facilitate this model transition. The $507.02 charge was the standard price difference between the two models.We care deeply about your comfort and take feedback regarding our mattress firmness levels seriously. While we are bound by the final sale terms of the exchange policy, I want to ensure we have explored every possible comfort adjustment for you, such as a specialized topper to alter the surface feel. Please feel free to contact me directly at [email protected] so we can discuss any alternative ways to help improve your sleep setup.Best regards,Dennis ManningSenior Director, Customer ExperienceGhostBed

Response from GhostBedJun 22, 2026

Hi Mike,Thank you for your feedback, and we appreciate your honesty regarding the ordering mix-up.We completely understand how frustrating it is to accidentally order the wrong item, especially when trying to help out a family member. Because we prioritize lightning-fast shipping to get orders to our customers as quickly as possible, orders are sent to our fulfillment centers almost instantly. Once an order is in motion, we unfortunately cannot halt the physical shipping process.While we do have standard restocking and return shipping policies to offset the heavy freight costs of shipping steel furniture components, we always want to help our customers get the right setup.If you still need help finding the correct brackets or accessories for your mother’s bed brand, please reach out to our team directly at [insert support email or phone number]. We would be more than happy to help you find a solution.Best regards, Dennis Manning, Senior Director, Customer Experience, GhostBed [email protected]

Response from GhostBedJun 22, 2026

Thank you for sharing your feedback. I am very sorry to hear that your return experience did not meet your expectations and caused this frustration. We always aim to honor our guarantees and provide transparent service.To help clarify, our 101-night trial policy is designed to cover one mattress per household to prevent promotional abuse, which is why our team could only process a single mattress return. Additionally, when promotional items are included for free with a purchase, their value is deducted if they are not returned alongside the mattress. We truly apologize if this policy or the return instructions for those items were not clearly explained during your interactions.I want to make this right for you. I previously reached out privately to request your order details and customer name so I could personally review your account, but I have not yet received a reply. Please contact me directly at [[email protected]] or reply to our private message with your order number. I am committed to looking into your case and finding a fair solution.Best regards,Dennis ManningSenior Director

Response from GhostBedJun 16, 2026

Hello Kelly,Thank you for bringing your concerns to our attention. I am very sorry for the frustration caused by the delay in your pillow shipment and any confusion surrounding our cancellation and return processes.To provide some clear context for anyone reading this review, your order was placed on July 20, 2024. When you contacted us on July 30 to cancel the remaining items, the pillows had already been packaged, assigned tracking, and transferred into the FedEx network at our warehouse. Because the items were already moving through the transit system, a standard cancellation was no longer logistically possible.We understand that shipping delays are frustrating, which is why our management team proactively reached out to you on August 1 via Ticket #1270557. To ensure you were taken care of, we offered to completely waive our standard 15% restocking fee and return freight costs if you chose to refuse the delivery.Our goal is always to provide transparent communication and fair solutions when unexpected transit delays happen. If you need assistance finalizing your refund now that the package has been routed back to us, please reach out to me directly at [email protected] so I can expedite this for you.Best regards,Dennis ManningSenior Director, Customer ExperienceGhostBed

Response from GhostBedJul 3, 2026

Thank you for taking the time to share your experience. We're very sorry to read about your frustration. After requesting additional information, we were unfortunately unable to identify your account or review the circumstances you described because we did not receive a response. Without that information, we're unable to verify the details of your experience or investigate what may have occurred. We take concerns involving product delivery, missing components, and customer service very seriously. If you are still willing to work with us, we would welcome the opportunity to review your order and determine whether there is anything we can do to assist. Please feel free to contact me directly. Dennis Manning Senior Director, Customer Experience GhostBed [email protected]

Response from GhostBedJun 18, 2026

Dear Henry,Thank you for sharing your feedback. This is Dennis Manning, Senior Director of Customer Experience at GhostBed. I personally reviewed your file to understand what occurred, and I would like to clarify the timeline of our interaction.Our records for your order (#37733GBCA) show it was placed on November 30, 2023. You contacted us the following day, December 1, to request a cancellation. At that stage, your mattress had already been processed and shipped. We aim to ship within 24 hours to ensure fast delivery, which unfortunately means orders cannot be altered or stopped once they leave our facility.According to our correspondence on December 2 and December 5, 2023, the reason provided for the cancellation request was a spacing issue due to an unable-to-be-donated old mattress. Our supervisor, Ryan, reached out to offer alternative solutions, including using FedEx Delivery Manager to hold the shipment for up to two weeks while you sorted out the old mattress. We also provided options for refusing the delivery, subject to our standard restocking policy.We did not receive any requests regarding a product upgrade during those conversations, nor did we receive any communication from you after December 5, 2023, regarding mattress performance or a comfort trial. We maintain strict standards for our materials, and our GhostBed Classic design and quality consistency have not changed since 2017.We take customer service seriously and always strive to remain professional. I welcome you to reach out to me directly at [email protected] so we can discuss your experience further.Warm regards,Dennis ManningSenior Director, Customer ExperienceGhostBed

Response from GhostBedJun 16, 2026

Hello Deborah,Thank you for your feedback. We would like to clarify the details of your purchase and return from the summer of 2023 to ensure an accurate record of events.When purchasing a mattress and adjustable base bundle, the total price reflects a heavily discounted package rate. As outlined clearly on our website, in our terms of use, and in the return instructions sent to you on July 4, 2023, our 101-night sleep trial applies strictly to our mattresses. Promotional items, foundations, and adjustable bases are final sale from the moment of purchase due to hygiene and transit regulations.When you chose to return the mattress, your refund was calculated by deducting the full standalone retail value of the Queen Flex Adjustable Base you kept from the total bundle price paid. This is standard industry practice to ensure customers do not use a bundle promotion to acquire final-sale furniture at a fraction of its standalone cost.Regarding your product concerns, our GhostBed Flex mattress is structurally designed to be a 13" model, not 14". We take any variations in expansion or internal support seriously. Had our team been permitted to process a warranty claim or a model exchange rather than an immediate return, we would have gladly inspected the mattress or sent a replacement.We always strive to maintain complete transparency with our pricing structures and policies across our entire site. If you have any further questions regarding your 2023 account breakdown, please reach out to me directly at [email protected] regards,Dennis ManningSenior Director, Customer ExperienceGhostBed

Response from GhostBedJun 30, 2026

Michael, Thank you so much for your wonderful review and for being a loyal GhostBed customer! It means a great deal to hear that you've had positive experiences with both our products and our customer service team. Knowing that you've chosen GhostBed for multiple purchases is the highest compliment we could receive. I'll be sure to share your kind words with our customer service team. They work hard every day to provide the level of support our customers deserve, and I'm certain your recognition will mean a great deal to them. Thank you again for your continued trust in GhostBed. We truly appreciate your business and look forward to serving you for many years to come. Respectfully, Dennis Manning Senior Director, Customer Experience GhostBed [[email protected]](mailto:[email protected])