Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Luxe mattress from GhostBed on 12-18-24. It was delivered on 12-23-24, it included a 101 day trial where you could return the mattress for any reason. On February ****** I filled the form out online to return it. I stated the mattress was too hard and was causing muscles spams and pain. Ghostbed replied and asked if I would try a mattress topper that they would ship immediately ship for free. Ghostbed said , in an email, if the mattress topper didnt work they would come and pick up the mattress topper and mattress. I want to note that in my many emails GhostBed never said to donate the mattress and sent in a receipt, even though I asked many times the protocol for returning it. I waited 7 business and never received the topper. I sent an email asking if it had been shipped. It had not been shipped . I replied to not ship that mattress topper and that I wanted to return it. I had already picked out another mattress from mattress Firm. I feel GhostBed was trying to run the clock out on the 101 day trail making it impossible to return it. Ghostbed sent the topper, even though I told them not to. Than they said I had to keep it 10 days before I could return the mattress and topper, which they said they would pick up. The mattress topper didnt ship until 2-24-25. After that I sent multiple emails requesting a refund of $1,835.84. Ghostbed stopped replying to my emails. I had contacted *********** , the credit card I used to buy the product and requested a refund and sent in documentation. Ghostbed is fighting the refund. I wanted to warn others about GhostBeds deception on the 101 free trail. Ghostbed intentionally ignored my emails until the trail ran out. I am still in the process of trying to recover my refund through ************ Ghostbed should not be allowed to run a business where it states there is a trail period when there is not. Ghostbed will not allow you to talk on the phone directly with them, only email and when want to

  Business Response

  Date: 04/11/2025

  GhostBed Order# ******GBUS

  Thank you for reaching out to our GhostBed team. 
  
  On 2/6/25, the customer reached out to ************************** via email to return their mattress under our 101 Night Sleep Trial policy. The customer stated its too hard. After multiple communications with our customer service agent, the customer agreed to try out our ********************** topper. On 3/3/25, the topper was delivered to the customers home address. On, 3/16/25, ********************** received notification the customer filed a dispute for a defective product. However, extensive communication shows the product is not defective. The customer admittedly had a car accident that is causing pain, not our mattress.  It is GhostBeds stance our product is not defective. The customer is eligible for a refund once the mattress and topper are returned to GhostBed under our 101 Night Sleep trial. The customer has made no effort to return these items, instead, filing a chargeback, while still retaining the items in their possession.

  Customer Answer

  Date: 04/11/2025

  I never said the mattress topper was defective.  It was 1 inch and the mattress is still too hard.  I have picked out a $6,000.00 mattress at Mattress firm.  I feel I should not have to pay for a mattress I cannot sleep on.  GhostBed has a 101-day trial period for which I replied on 2-6-25 it was too hard.  Plus the GhostBed's website states they have a 3 inch mattress topper, but the one I received was only 1 inch. GhostBed stopped replying to my emails but on 3-28-25 ******* from Ghostbed said my request had been closed. GhostBed also tried to say my car accident from 2015 is the reason I cannot sleep on their mattress, even though I could sleep fine on my Sleep Number mattress.  The reason I cannot sleep on it is because it is as hard as a rock.  I bought a ****** tempur-pedic mattress topper to use just until I can return the GhostBed product and buy a better mattress.  GhostBed keeps on giving multiple reasons as to why they cannot refund the money.  First, they said it is in dispute, ******* said they closed the case.  ******* said through an email that Ghost Bed would pick up the mattress and topper. Now GhostBed replied through *********** that i had to donate the mattress and send in the receipt, but now it is past the 101-day trail.  Why did they not tell me this on 2-6-25?  Why does their website say ******-free returns and shipping is on us? It states free shipping and mattress returns on the website.  Why did they stop responding to my emails until the 101 day trial ran out?

  Customer Answer

  Date: 04/11/2025

  This is a specific letter I sent to *********** with dates and details of my conversations with GhostBed.  GhostBed has never said they will give me a refund, in fact they are fighting the reverse charge from ***********. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23190561
  
  I am rejecting this response because:

   I never said the mattress topper was defective.  It was 1 inch and the mattress is still too hard.  I have picked out a $6,000.00 mattress at Mattress firm.  I feel I should not have to pay for a mattress I cannot sleep on.  GhostBed has a 101-day trial period for which I replied on 2-6-25 it was too hard.  Plus the GhostBed's website states they have a 3 inch mattress topper, but the one I received was only 1 inch. GhostBed stopped replying to my emails but on 3-28-25 ******* from Ghostbed said my request had been closed. GhostBed also tried to say my car accident from 2015 is the reason I cannot sleep on their mattress, even though I could sleep fine on my Sleep Number mattress.  The reason I cannot sleep on it is because it is as hard as a rock.  I bought a ****** tempur-pedic mattress topper to use just until I can return the GhostBed product and buy a better mattress.  GhostBed keeps on giving multiple reasons as to why they cannot refund the money.  First, they said it is in dispute, ******* said they closed the case.  ******* said through an email that Ghost Bed would pick up the mattress and topper. Now GhostBed replied through *********** that i had to donate the mattress and send in the receipt, but now it is past the 101-day trail.  Why did they not tell me this on 2-6-25?  Why does their website say ******-free returns and shipping is on us? It states free shipping and mattress returns on the website.  Why did they stop responding to my emails until the 101 day trial ran out?
   This is a specific letter I sent to *********** with dates and details of my conversations with GhostBed.  GhostBed has never said they will give me a refund, in fact they are fighting the reverse charge from ***********. 
  
  
  Sincerely,
  
  Jolie Couch

  Business Response

  Date: 04/14/2025

  The customer has filed a dispute, and will need to reach out to her bank for a resolution. 

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I demand a full refund for my purchase of a Queen **** GhostBed Mattress (Order #******GBUS), placed on 11 March 2025 for the total amount of $637.94 and the cancellation of any restocking or freight fees.On 11 March, within two hours of placing my order, I contacted their customer service via chat to change my order from Queen to Full size mattress. At that time, ***** had not even produced a shipping label.Instead of honoring my reasonable request to cancel/modify, I was told that I would have to refuse delivery and pay a restocking fee and freight return fee despite the fact that my order had not yet been shipped. I was denied the opportunity to speak with Management when I initially asked to escalate my issue. I was explicitly told that there was no recourse and that I would be forced to pay the fees, with no exceptions and that the policy for shipping and returns were stated before I placed the order.1. Deceptive Trade Practices GhostBeds actions violate Floridas Deceptive and Unfair Trade Practices Act (FDUTPA), Fla. Stat. ******* et seq., which prohibits businesses from engaging in unfair, unconscionable, or deceptive acts or practices.Failure to Disclose Fees Clearly: At no point before purchase was I informed that a simple order change would result in forced acceptance of the shipment and mandatory restocking and freight fees, which is an unfair post-purchase restriction. The attached screenshots showing the user experience shows the deceptive obfuscation of their shipping and cancelation policy. 2. Unfair Business Practices ( *******, Fla. Stat. GhostBeds refund/cancellation policy is unconscionable and designed to penalize consumers unfairly.Under Fla. Stat. *******, refund and cancellation policies must be clearly and prominently disclosed. Florida courts have ruled businesses must honor their refund and modification terms fairly/in good faith. GhostBeds actions are a violation of legal standards.

  Business Response

  Date: 04/03/2025

  GhostBed Order# 226738GBUS 
  
  Thank you for reaching out to our GhostBed team. 
  
  Per our terms listed online, linked in the cart prior to check out, and available on the customer's order confirmation email we are not able to cancel or change orders once they are placed. "No cancellations, address changes, size changes or product changes are permitted after an order has been placed. If an order/item is cancelled, stopped, refused, or returned, then a restocking fee plus return freight will be deducted from any refund. The restocking fee will vary depending on the item." 
  
  Once the items are returned to GhostBed, the customer will receive a refund minus restocking fees and freight charges as outlined in our terms. 
  
  
  
  
  
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23142960
  
  I am rejecting this response. This is a violation of Florida Statute Chapter 817, Section 40. (False, misleading and deceptive advertising and sales; definitions.) On the website, to reach the Terms that the company claims is readily available, you must scroll down the equivalent of 13 printed pages on the main page.
  
  When one selects a mattress from the products for sale, the next page will bring you to the product order page. Once again, you must scroll down several times to reach the Terms pages, listed below the entire footer.
  Once you click on purchase, the company provides a Popup page that is a purchase of additional insurance through ********. On that popup, the "See Contract Terms and FAQs" will bring you to information about Mulberry.
  When you exit out of the popup, you are given a side popup checkout and a Secure Checkout Button. When you choose an Express Pay option on the next page, which I did, it does not give any indication that because a policy exists somewhere in the website, obfuscated by significant scrolling, there is no change or refund, even if you call less than two hours later. The item had not been shipped. The label had not been posted. 
  
  Your policy, across social media, is not consistent. While the company's claim is that they do not provide refunds, nor do they allow for a change order to be made after purchase online, that is incorrect. They do offer refunds. A policy is no longer a policy when you make exceptions.

  ***********************************************************************************************************************************************

  "Business Response
  Date: 01/14/2025 GhostBed Order# 223698GBUS  Thank you for reaching out to our GhostBed team.  Our Director of **************** cancelled this order, and the customer has been refunded. "
  
  ***********************************************************************************************************************************************
  "Business Response Date: 12/30/2024 GhostBed Order# 222964GBUS Thank you for reaching out to our GhostBed team. GhostBed and the customer have reached an agreeable resolution. "

  ******************************************************************************************************************************************************

  Business Response
  "Date: 09/20/2024 GhostBed Order# 210765GBUS Thank you for reaching out to our GhostBed team. Our account notes show the customer was refunded on 9/17/24."
  
  In addition, under the "Terms" page, found here: **************************************************, looking at the date that the terms are to be followed shows that today, right now, you do not have terms and conditions.
  "Terms & Conditions Policy: Effective July 29, 2025."
  
  You cannot enforce a policy that doesn't exist. 

  I am requesting a full refund, as you have done for other consumers, albeit reluctantly. 

  Sincerely,
  
  ******** **********

  Business Response

  Date: 04/03/2025

  There is no new information to respond to. 

  Business Response

  Date: 04/11/2025

  I will include snippets. 
  
  Our terms are located at the bottom of our page, which is where most websites list their terms and conditions.  It is also linked on the customer's cart prior to check out, and linked in the customer's order confirmation email.  They are readily available to the customer, and is not equivalent to 13 pages of scrolling. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23142960
  
  I am rejecting this response because:

  I am rejecting the response given by GhostBed, citing terms and conditions that, at the time of purchase, did not exist. 

  Once again, I am writing to formally demand a full refund for the mattress I purchased from ************************** on 11 March 2025. 
  
  At the time of my purchase, your website's Terms and Conditions page displayed Terms & Conditions Policy: Effective July 29, 2025 which postdates my transaction. This discrepancy renders the terms unenforceable and the contract void under applicable law. The absence of a valid and enforceable Terms and Conditions agreement at the time of purchase violates fundamental principles of contract law. See Attachment #1 (Screenshot 2025-4-11 at 5.12.40 PM)
  
  In fact, it legally renders all contracts that were purchased by any consumers, not just in *******, at ************************** between the time your website (**************************) Terms and Conditions page was last updated, to this moment, which still shows "Terms & Conditions Policy: Effective July 29, 2025." See attachment #2 (Screenshot 2025-04-11 at 4.24.27?PM)

  In addition, Florida courts have held that browserwrap agreements, where terms are not affirmatively agreed upon, are unenforceable (****************************** *. *******, 210 So.3d 761 (Fla. 4th DCA 2017)).

  As a ******* resident, consumers are protected by additional state statutes. ************************** (A.K.A. Natures Sleep, A.K.A. ***************************) has chosen to violate my rights as a Florida consumer. 
  
  - Fla. Stat. *******(1): Requires sellers to conspicuously post any "no refund" policy at the point of sale. Failure to do so obligates the seller to provide a full refund within 7 days if the product is unused and in original condition.
  
  - Fla. Stat. *******(1): Prohibits unfair or deceptive acts or practices in the conduct of any trade or commerce. The postdated Terms and Conditions and the lack of clear refund policies constitute deceptive practices.
  
  Given the above, I request the following:

  - A full refund of $637.94 to be issued within 7 business days of receipt of this letter as a full refund to my credit card; and
  - Confirmation in writing that the refund has been processed and successful conclusion of this Better Business Bureau complaint.
  
  May I also suggest that your web development/management company review your pages before citing them. It appears that GhostBed's page was never updated from your companys dev site, which, by the way, is currently publicly available to view: ************************************************. See Attachment #3 (Screenshot 2025-04-11 at 4.39.21?PM)

  As I have stated previously, I would prefer to not have to do any and or all of the following, which is within my right as a Florida and United States citizen:

  - Filing a formal complaint with the ******************************** and the *******************************************************. The Florida Attorney General had received 23 complaints at the time of a ************, ********** investigation in 2022.
  

  - Requesting assistance by a Florida based media investigative reporter, focusing on the number of possible cases of contract fraud related to the terms and conditions and a way for people to contact the appropriate government agency if they feel their rights have been violated. 

  - Initiating a credit card chargeback with my financial institution. The proof is irrefutable that this contract is void.
  
  - Filing a claim in ******* Small Claims Court, asserting violations of Florida Statutes *******, *******, and relevant contract law doctrines. I would prefer not to waste the Court's time on what is a clear violation of statutes, but I do not believe that you have taken my requests to refund my full purchase cost seriously and will pursue through the legal system to help not just myself, but all the consumers who have potentially been denied recourse. 
  
  Sincerely,
  
  ******** **********

  Business Response

  Date: 04/14/2025

  There is no additional information to respond to. 

  Customer Answer

  Date: 04/25/2025

  After holding the refund, they proceeded to only refund me a partial amount on 25 April 2025, claiming that $190.00 in "return shipment and restocking fee" is due. 
  
  This is against Florida law. I am again, demanding the remaining $190.00 be refunded to me by GhostBed aka Nature's Sleep. 

  Customer Answer

  Date: 04/28/2025

  As GhostBed (aka Nature's Sleep aka ******************) has not followed up within the 10 business days with their response, with a notification that they "refunded" only a partial amount of the total, claiming $190 in fees. 

  I will be pursuing the remainder through legal avenues. 

  Business Response

  Date: 05/04/2025

  GhostBed has no additional information to add, as all information has previously been provided to the customer prior, and during their ******************** Complaint. 
  
  Furthermore, the customer has fraudulently filed a chargeback with their bank for the restocking and freight charges. GhostBed will update a response after the dispute is resolved through the banks.

  Customer Answer

  Date: 05/05/2025

  I am closing this, with the following response. 

  The credit card company has closed my case requesting the remaining $190.00 that Ghost Bed claimed was freight and restocking fees.

  Provided with the Florida Statues, the ******************* concurred with me and permanently refunded me. This closes the dispute that I have with Ghost Bed and its parent companies. Any further discussions regarding the $190.00 in dispute will be between my credit card company and Ghost Bed. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23142960
  
  I am rejecting this response because:

  I am closing this, with the following response. 

  The credit card company has closed my case requesting the remaining $190.00 that Ghost Bed claimed was freight and restocking fees.

  Provided with the Florida Statues, the ******************* concurred with me and permanently refunded me. This closes the dispute that I have with Ghost Bed and its parent companies. Any further discussions regarding the $190.00 in dispute will be between my credit card company and Ghost Bed

  
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking to purchase a mattress and had put it in my cart, I received an email with a promo code which I applied. It stacked with an additional promo code which I did not enter giving me a final purchase price of $631.67 Canadian. When I reached out to customer service she said it was a system glitch and would not honour the price, instead blaming me. She said I was on their us website which I was not, I had provided a screenshot for proof. I confirmed my Canadian address, and Canadian currency for shopping. She then said they couldnt honour that price but offerered 798 before taxes. When I tried to proceed she changed the price again, and then stopped replying in the live chat. I wasted an hour and a half. I then emailed customer service and was provided a higher quote as their best offer which equated to ******* Canadian. He also blamed me for the glitch saying I was on their us website which my screenshot provided clearly shows I am not. (************************* and Canadian funds showing on the screen). I feel their website has false advertising which shows a price they cannot honour, and then I was again deceived offered a price they now wont offer. Seeking the price offered via the live chat by their customer service department.

  Business Response

  Date: 03/28/2025

  Thank you for reaching out to our GhostBed team.  
  
  There was no glitch in the system.  Per our terms and conditions, our system does not allow stacked coupons.  Therefore, when you were taken to the payment screen, the highest discount was applied, and the lower coupon code was removed.  
  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23102281
  
  I am rejecting this response because: Please review my original comments. After your system glitch (the glitch was confirmed by your team), I reached out to your live chat and was offered $798 before taxes as best offer. This was after confirming I am in ******, shopping on Canadian site in US dollars. Seeking that to be honoured. (****** Canadian). 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/03/2025

  I see the snippet from our agent, and the agent's choice of wording was not correct.   
  
  Again, there was no glitch in the system.  Per our terms and conditions, our system does not allow stacked coupons.  Therefore, when you were taken to the payment screen, the highest discount was applied, and the lower coupon code was removed.  Prior to check out, you were shown the correct amount you purchased it at, not at the double stacked discount amount. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23102281
  
  I am rejecting this response because: Please review my previous messages. What I am seeking is the amount offered as a gesture in the live chat after reaching out to your team following the system glitch. They acknowledged there was a glitch, then said they are unable to honour that price ($631.67) CAD. They then offered $798.000 CAD before taxes. This is what I am seeking as I have not received this discount code, invoice, etc. Please review what I am requesting, and the screen shots I have already provided. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to use the warranty that was outlined by website, paperwork included with purchase and that was a primary reason for buying the product, and the product was well within and was put off multiple times from utilizing it by the company, through multiple runarounds in customer service, and eventually the claim that because they had additional holes that it wasnt a manufacturing defect and therefore would not be covered by warranty. It was also convenient that using both sets of holes would have it approximately break after the 10 year warranty expired

  Business Response

  Date: 03/28/2025

  GhostBed Order #*****GBUS
  
  Thank you for reaching out to our GhostBed team. 
  
  The customer was sent an email on 3/21/25 from our team that handles these claims.  Per the warranty, the customer is out of warranty for parts, and the replacement cost would be $16.00.  In the same email, the customer was sent instructions on how to purchase this part. 
  
  
  I am attached our GhostBed Adjustable Base Lifetime Warranty and a snippet of the email to the complaint. 
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23101153
  
  I am rejecting this response because: This is a continuing issue with all the legs and is not simply solved by purchasing one leg. The middle support legs are having the same issue and do not have a back up pair of holes to fit into. In addition, that only allows those legs to at most last another 4 years which would then put me outside the warranty parameters for a manufacturing defect
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/28/2025

  There is no additional information provided to respond to. 

  Business Response

  Date: 04/03/2025

  The customer was sent an email on 3/21/25 from our team that handles these claims.  Per the warranty, the customer is out of warranty for parts, and the replacement cost would be $16.00.  In the same email, the customer was sent instructions on how to purchase this part. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23101153
  
  I am rejecting this response because:
  Once again, that does not resolve the issue. The two middle legs which do not have a second grommet which had also pulled out of the bed. On top of that all of the grommets on the frame were from the same material and would also malfunction within the same time period which would put me out of the warranty for manufacturing defects 
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/11/2025

  GhostBed is only able to provide information for what the customer reached out for.  The customer reached out to ********************** regarding 1 leg.  We only have photos for 1 leg.  The solution from our warranty team is to purchase a new leg.  The customer has not done this yet. 
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Order ******GBUS Before the 101st day of delivery, I talked to them on the phone to return my defective GhostBed mattress topper. It loses power. She declined to email me a return label, saying it only has a 30-day return window. But when I bought it, I thought it said that the mattress items had to be returned after 30 days and before the 101st day, which I did.

  Business Response

  Date: 03/28/2025

  GhostBed Order# 221734GBUS 
  
  Thank you for reaching out to our GhostBed team.  The 101 Night Return Policy you are referring to is for our Mattresses.  Per our terms, our GhostBed Massaging Mattress Topper has a 30 day return window as outlined in our terms. 
  
  On 3/18/25, the customer was emailed information on how to process a warranty claim for their item. Please find the email attached. 
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23077066
  I am rejecting this response because:
  

  It's not a warranty claim, it's a return for refund due to defect.  

  When I bought it, there was a 101-day return policy.  Maybe it says both time lengths on the website or there's some error.  

   

  Sincerely,

  
  T ******

  Business Response

  Date: 03/28/2025

  Please find the the attached snippet from the GhostBed Massaging Topper.  The return policy is 30 days.  As previously stated, the 101 Night Sleep Trial is a Sleep Trial for our Mattresses and GhostPillows. 
  
  

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23077066
  
  I am rejecting this response because:

   

  So, my product is the only one with the smaller return window?  It's defective.  
  
  Sincerely,
  
  T ******

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased two mattresses from Ghostbed on 2/3/25 for $1,756.15. The beds were delivered 2/7/25. I contacted them through email on 2/25/25 because one of the mattress's started to fray on the top. At first, they thought it was a mattress topper and offered to send me a new one or receive a credit. I told them it was not the mattress topper that goes on the bed, it was indeed the mattress itself. I sent pictures and a video. The proceeded to tell me, that it was their mistake and they could issue me a $100 credit or I can receive a new mattress. I asked them would I have to send the old mattress back ,they told me no, that I was responsible for disposing of the old mattress. I told them, I wanted a new mattress. Then communication all stopped. I go into my checking account and I see a credit for $89.29, not even the $100 that they promised, if I wanted a credit. I emailed them several times prior to the credit and no response and then all of a sudden I receive a credit without my approval. This is bad business practices. If, you can't uphold your to promise of refunds, warranty, or etc., then you should not be in business. I am totally disappointed and this let's me know, that if anything else was wrong with the bed within the warranty time frame that they will not handle the issue.

  Business Response

  Date: 03/10/2025

  GhostBed Order# 224919GBUS
  
  Thank you for reaching out to our GhostBed team. 
  
  The customer was emailed tracking for a replacement mattress on 3/7/25. 
  
  

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/17/2025

  Hello,

  Ghost bed has resolved this matter. They sent me a new mattress. Thank you for your assistance. Case can be closed.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue with order ******GBUS. The pillows where not as described and had some damage. We reached out to support (Which was great) and we received communication that a refund would be issued. There was also another issue about a spare part of some type being sent to another customer in *******. This item was sent in "my name" to someone in *******. This is also a concern. No follow up regarding our refund. Attached email conversation with the support team.

  Business Response

  Date: 02/27/2025

  GhostBed Order# 225143GBUS
  
  Thank you for reaching out to our GhostBed team. 
  
  Our records show you were emailed on 2/26/25 - Hi ******! The refund came take at least 10 business days for the refund to appear on your end. It was processed on 2/20. If by 3/10, you have yet to see any refund on your account, please feel free to reach back out at that time.  Best Regards, ******* *.
  
  We are so sorry about the mix-up with the replacement part.  The part was mailed under the correct person's name and shipping address.  The order confirmation was a glitch in our system.  We apologize for this error. 
  
  
  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22987823
  
  I am rejecting this response because 10 business days have passed and not refund has been received. Attaching email below from Ghostbed:

  -------------------------------------------------

  Email below from Ghostbed on 2/18/2025

  -------------------------------------------------

  ******* Wolfgang (GhostBed) 
  Feb 18, 2025, 9:24?PM EST 
  Hi ******!
  I appreciate your patience. I went ahead and processed the return for your pillow. No need to return it to us. Please allow at least 10 business days for the refund to reflect on your end. Let me know if there is anything else I can do for you. 
  Best Regards,
  ******* *.
  
  

  Customer Answer

  Date: 03/06/2025

  Email from GhostBed dated February ******* indicating that the return and refund has been processed. They stated to allow 10 business days. 10 Business days have since passed and we never recieved the confirmation of refund email nor has our credit card company received any transaction from GhostBed.

  Business Response

  Date: 03/10/2025

  Account notes show a refund was issued to the customer on 3/7/25. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22987823
  
  I am rejecting this response because: I received an email Friday 3/7/2025 (Attached) from ***** stating that I would receive a seperate email once the refund has been started/completed. As of Monday 03/10/2025 12:03pm, I have not received an email indicating that the refund has been started or completed. I have also comfirmed with my credit card company that no refund is inbound via any transaction from Ghostbed.

  Email below from ***** (Also attached)

  --------------------------------------------------------

  We apologize for the delay in response as ******* has been out of the office.
  I have asked our finance team to issue your refund asap today.  Since it is late on Friday, they will most likely issue it on Monday.  You will receive a separate email once it's been completed.
  Thank you so much for your continued patience!! 
  Kindest regards,
  *****
  

  -------------------------------------------------------
  Sincerely,
  ****** ******

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The split king bundle bed set was ordered on October 17, 2024. It was delivered on October 28, 2024, 11 days later instead of the 2 to 5 that is written on the website, but the REAL issue is with the quality if the beds which was guaranteed satisfaction. I contacted Ghost Bed within the 101 day sleep trial advertised on the website and was refused a full refund as advertised. The break down of what they were willing to send me was only $189.74!! I have included screenshots of the prices as advertised as I got the beds at the same sale price of "50%" off. The email conversation screen shot and included stated that since I got the bundle under a sale price, I would not get the full refund of what I PAID and gave me a math break down of what they were willing to refund which was the $189. When I responded that the guarantee was supposed to be for the full amount if i was not satisfied with the quality, the employee answered they understood my point of view with that (also screenshot and included). I refused the $189 refund and was given a sales pitch called an exhange from GhostBed to get another mattress...for $500 dollars more. After financing this bed, I cannot affors another 500 just for the chance it might be better. The company promised cuatomer satisfaction or a free return of the beds. I have screenshot multiple parts of their website showing this. When asked during the time frame, I was refused a full refund. I only have the adjustable frames due to my medical condition that forces me to have to sleep inclined. I told them this in my intial email to the company to get a refund. Since getting this mattress, my hips, back and neck have hurt every single night when they did not with my previous adjustable bed from a different company. I only replaced it because it was getting older. I saw the money back guarantee at GhostBed and felt safe ordering from them. Ghostbed insists you try for at least 30 days or I would have tried to refund it MUCH sooner!

  Business Response

  Date: 02/05/2025

  GhostBed Order# 218805GBUS
  
  Thank you for reaching out to our GhostBed team. 
  
  Please find the attached email communication with the customer.  The customer was offered a complimentary mattress topper, a return of their mattress under our 101 Night sleep trial, as well as an exchange of their mattress under our 101 Night Sleep trial.   The terms of our 101 Night Sleep Trial are listed online, available in the customer's cart prior to check out, and linked on the customer's order confirmation email. 
  
  The customer did not respond to the last email sent from GhostBed on 1/29/25. 
  

   

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered a mattress bundle with Ghostbed on Friday Jan 24th and in the checkout, the price showed less $2641.80CAD than what actually charged to my credit card after payment which was $5283.60 . My order number is *****GBCA. I quickly realized this and called to cancel within 5 mins. They cannot help me by stating that the order was placed and they are unable to cancel and they do not have the ability to cancel the order even though it has yet to be shipped out. They stated that they ship out 24hours a day and that its probably already been shipped and they could not cancel the order. How can they not cancel an order within a few minutes of ordering, this is absurd. Even calling them so quickly, they will not cancel or complete a refund. This is fraudulent at the very least. They suggested that I refuse deliver and with that pay a 15% restocking fee as well as freight charges instead of them canceling the order. Restocking fee is 15% of the entire order which will be around $750 and the freight charges will be $750CAD as well. They are not giving consumers a fair chance to cancel within a few minutes of ordering especially when there was a discrepancy in price. PLEASE DON'T BUY ANYTHING FROM GHOSTBED!!!!!!!!!!!! This is very frustrating as I would not have completed the purchase had I seen the final amount. People need to stop ordering from this company as they will do nothing to help you. My package has not even been picked up yet by ******. I asked them to honor the price which was a total of $2641.80 CAD and they refused. *** ex tracking #s ************, ************ which shows that the label has only been created as of 830am this morning Jan 27th and has not yet been picked up. Please cancel and refund the entire order or honor the price that was presented at the time of checkout in the amount of $2641.80 and refund my credit card for the difference.

  Business Response

  Date: 01/27/2025

  GhostBed Order# 44473GBCA

  Thank you for reaching out to our GhostBed team. 
  
  Please note; the included screenshot from the customer includes 2 promo codes deducted from the order.  Per our terms, discount codes cannot be stacked.  The higher of the 2 discounts were deducted.   Our terms are found online, linked in the customer's cart prior to check out, and linked on the order confirmation email to the customer. 
  
  Please find the relevant terms attached. 
  
  
  
  
  

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22862682
  
  I am rejecting this response because:

  Regardless of what your policy states when it comes to using more than one code, your system showed a price and should be honored.  If the price cannot be honored or any further discounts, then at the very least the order should be cancelled as requested. The order has yet to be picked up by ***** and should be easily cancelled for pick up.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 02/03/2025

  Ghostbed has yet to respond to my post on Jan 27th on BBB.  On Jan 30th, Ghostbed conveniently instructed Fed Ex to drop off 2 boxes without a signature required, and although we waited at home for the delivery, they dropped off the boxes on our walk way and did not ring the doorbell or anything so we did not have the opportunity to refuse the delivery.  In addition to the delivery, the boxes are damaged and I had provided pictures to them while requesting return labels for the items delivered so we can return them and they are not responding to my requests and I have messaged them 3 times to get an update.   Again, this company is proving to be very difficult to deal with and are not providing any level of customer service.  We will continue to contact ghostbed for updates. At this point we are asking for a full refund of the product with no additional charges for restocking or any freight charges associated with this return.  

  Business Response

  Date: 02/05/2025

  Please find the relevant terms in the attached snippet. 

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/15/2024 I made purchase 12/29/2024 I reached out via chat they said to contact customer service via the return/exchange request and hitch I did. 1/7/2024 manager reached out to me with no resolution My ultimate request was to do a return and get a refund for 2 twin XL mattresses costing $2,455.60 due to extreme pain. The manager said because my first general question involved size and I did not respond to the **** question about if I prefer a softer or firmer mattress that it voids the option for return/refund or exchange. I explained to this manager over the phone the situation and still no resolution for any kind of refund despite them advertising their 101 sleep trial.

  Business Response

  Date: 01/30/2025

  GhostBed Order #******GBUS
  
  
  Thank you for reaching out to our GhostBed team. 
  
  Please find the ***** tracking linked below.  GhostBed shipped the customer 2 mattress toppers 
  
  *************************************************************************
  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22845674
  
  I am rejecting this response because:
  
  After refusing to give a refund you said all you could do was send toppers for the discomfort issues. By sending the toppers you recognize the discomfort issues yet I see no refund. Also in an email thread with Jancita she responds on 1/2/25 I was able to speak with my supervisor who has advised that we can move forwarded with the return. Then in the very next paragraph Jancita goes on to say, Because this is a non-comfort reason we will not be able to complete the return process on your order.

  My response to this email was requesting a phone call seeing how this one email response contradicted itself; however, it still stated that ghost bed can move forward with the return. 
   
  

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/30/2025

  There is no additional information provided to respond to. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22845674
  
  I am rejecting this response because:
  
  

  There is much to respond to. Your representative said the return got approved and your admittance of the comfort issues by sending toppers. Both confirming there are comfort issues and your company said return approved. I want a refund. 
  

   

  Business Response

  Date: 02/05/2025

  I do not see the clarification needed. 

  Business Response

  Date: 02/06/2025

  Please find an image of an email sent to the customer on 1/7/25. 
  
  The customer initially requested to change from Split King to King size.  Sizing issues are not covered under our 101 Night Sleep Trial.  
  
  As a courtesy, GhostBed did send out 2 toppers to the customer. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22845674
  
  I am rejecting this response because:
  
  

  can I exchange the 2 twin xl beds I got for my husband and me that make up our king bed for a **** ***** all foam and if we still dont like the Venus, can I still get a refund?

  This was my original question. And it is documented. As shown above I wanted to know if we exchange and still dont like the exchanged one if we could get a refund. It was a simple yes or no question that your company misconstrued. I have all the actual correspondence, not just a personal summary, and can paste here if needed. 

  
  Sincerely,
  
  Heather 

  Business Response

  Date: 02/12/2025

  There is no additional information to respond to. 

  Business Response

  Date: 02/12/2025

  There is no additional information to respond to. 

  Business Response

  Date: 02/12/2025

  The customer initially requested to change from Split King to King size.  Sizing issues are not covered under our 101 Night Sleep Trial.  The customer would not be, and is not eligible for a refund due to this request. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22845674
  
  I am rejecting this response because:
  
  

  I already pasted the exact initial question in my last response which is documented. Read the last one closer. Customers should be able to ask questions without being penalized for their question. 

  
  Sincerely,
  
  ******* *******