GhostBedReviews of ghostbed.com

Response from GhostBedJun 30, 2026

Marie, 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 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 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

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

Response from GhostBedJun 26, 2026

Kraft, thank you for sharing this additional detail from March 2023. A mattress topper should provide a level, supportive sleep surface, and discovering that your topper collapsed on one side and left you sleeping on a slant is completely unacceptable. That indicates a clear, isolated manufacturing defect.To help clarify for anyone reading this review today, while our smaller accessories are typically final sale due to strict hygiene and health regulations, that policy does not apply to items that suffer premature structural failures. We stand firmly behind the quality of our craftsmanship, and our current team is fully trained to identify material breakdowns and issue swift replacements for defective products under our warranty guidelines. Furthermore, I want to reassure you that every review on our site comes from verified purchasers, and we welcome honest feedback to help us constantly improve.Because we did not receive a reply to our request for your order details, we still lack the information needed to pull up your file. Even though this purchase was made three years ago, I want to look into this defect and make things right for you. Please contact me directly at [email protected] with your original order details or the email address used for the purchase so I can personally audit your account.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Thank you for sharing your feedback from February 2023. I am very sorry for the frustration you experienced regarding the topper's comfort and the clarity of our accessory return policy at that time.To ensure complete transparency for anyone reading this review today, our smaller sleep accessories—including mattress toppers—are final sale due to strict hygiene and health regulations. We completely agree that this policy should never feel hidden in a 'book of refunds,' which is why we have since overhauled our website to make these item-specific terms visible right on the product page before checkout.I also want to address your mention of our historic grading. We took the customer service bottlenecks from that 2022–2023 period incredibly seriously. By completely restructuring our support team, eliminating automated loops, and prioritizing rapid human responses, we have worked tirelessly with the Better Business Bureau and our consumer network to resolve past complaints and earn back our community's trust.Because your Trustpilot profile lacks the matching information needed to pull up an account, we previously reached out to request your order details but did not receive a reply. Even though this occurred several years ago, I want to ensure your file was reviewed. Please contact me directly at [email protected] with your original order number so I can personally look into your account.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 23, 2026

Dear Susan,Thank you for replying to our request for information. I appreciate you providing your order details so we could look into this for you.Our records show your King Flex Mattress order was placed on November 23, 2022, and returned on December 26, 2022. While there was an unexpected delay in processing your refund on our end—for which I sincerely apologize—our system shows a full refund was finalized after a chargeback was opened on February 2, 2023.We always strive to provide a smooth, courteous experience, and I am very sorry to hear that your interactions with our team fell short of those standards. Your feedback regarding our customer service has been shared with our internal teams to ensure we improve.If you have any remaining questions regarding your account, please feel free to reach out to me directly at [email protected] regards,Dennis ManningSenior Director, Customer ExperienceGhostBed

Response from GhostBedJun 26, 2026

Thomas, reading your experience from March 2023 is deeply troubling, and I want to apologize sincerely for the terrible service and completely inaccurate advice you were given.To be absolutely clear to you and anyone reading this today: we have a strict zero-tolerance policy for items that arrive damaged or broken. If a product is delivered in a damaged state, it is our absolute responsibility to replace it or issue a full refund immediately. Telling you that you could not return a broken $3,000 order is completely against our core values and consumer protection laws. We have since completely overhauled our agent training and logistics protocols to ensure that transit damage is handled with immediate priority and care.Because your Trustpilot profile lacks the matching information needed to find your file, we previously reached out to request your order details but did not receive a reply.Even though this happened several years ago, I want to personally audit your account history to ensure your funds were fully recovered and that this was resolved correctly. Please contact me directly at [email protected] with your original order details so I can look into this for you.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Emma, thank you for sharing your highly detailed feedback from February 2023. I am deeply sorry to hear about the intense frustration you experienced across every step of your purchase, from the restrictive cancellation window and the four-month RXO delivery dispute to your profound discomfort with the bedding's materials and design.We hear you loud and clear regarding our past aesthetic choices. Our classic neon green branding was intended to signify our cooling technology, but we completely understand how large, embossed logos on pillow faces and elastic bands can feel garish or disrupt the smooth texture of luxury sheets. We have taken this feedback seriously over the last few years to refine our product designs. Furthermore, forcing a customer to track down a cancellation within minutes of an order or navigating a multi-month freight claim is entirely unacceptable; since 2023, we have completely overhauled our integrated order management system to catch cancellations faster and tightly audit our third-party delivery partners.Regarding our timelines, while mattresses carry a 101-night trial, smaller accessories do feature different policy windows due to strict hygiene and health regulations. We never want these timelines to feel hidden or confusing, which is why we have since redesigned our checkout experience to display item-specific trial periods clearly before a purchase is finalized.Because your Trustpilot profile does not contain enough matching details to locate your file, we previously reached out to request your order information but did not receive a response. Even though several years have passed, I want to review your account history personally to ensure your freight claims were fully settled and see how we can earn back your trust. Please reach out to me directly at [email protected] with your original order number.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed

Response from GhostBedJun 26, 2026

Debi, thank you for sharing your feedback from February 2023. I am very sorry for the frustration you experienced regarding your late delivery, the lack of pillow support, and the subsequent return process. Receiving an item delivered to the wrong address that did not meet our quality standards is completely unacceptable.To help clarify our operations for future shoppers, our corporate headquarters and primary return center are located here in Florida. However, we utilize multiple manufacturing facilities across North America, including Canada, to build and ship our products efficiently.While our pillows feature a sleep trial, our policy at that time did require customers to cover return shipping fees back to our central facility. We take your feedback regarding product quality and shipping errors very seriously; since 2023, we have implemented stricter warehouse quality checks to ensure our faux down pillows are perfectly filled, and we have upgraded our carrier tracking to prevent misdeliveries.Because your Trustpilot profile does not contain enough matching information to locate your order, we previously reached out to request your details but did not receive a reply. Even though this occurred several years ago, I want to investigate where our shipping and service errors occurred on your file. Please contact me directly at [email protected] with your original order details so I can personally review your account.Sincerely,Dennis ManningSenior Director, Customer Experience, GhostBed