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: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.

   
  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,
  
  ******* ******

  $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.

  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: 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. 
  
  
  
  
  

  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.

   
  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

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

  Business Response

  Date: 01/30/2025

  There is no additional information provided to respond to. 

  Business Response

  Date: 02/05/2025

  I do not see the clarification needed. 

  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. 
  

   

  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: 02/06/2025

  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. 

  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. 

  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,
  
  ******* *******

  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. 

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair 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.

   
  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.
  

  After your involvement they immediately processed my refund. Thank you for your help! 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 01/27/2025

  GhostBed Order # 221528GBUS 
  
  Thank you for reaching out to our GhostBed team. 
  
  Account notes show the item was refunded on 1/22/25.  

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising 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.

   
  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,
  
  Sai Gajji the price they showed on ghostbed website.I wish someone stops these malpractices and make them aware

  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. 

• Initial Complaint

  Date:12/24/2024

  Type:Delivery 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.

   
  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.

  GhostBed went above and beyond to provide a very favorable resolution. My issue was escalated, and they reached out to me directly, listened to my concerns, and worked to resolve it. So, thank you for making things right!

  
  Sincerely,
  
  Poonam Kadam

  hers to avoid GhostBed entirely. Their shady practices and disregard for customer rights have left me with no choice but to file this complaint. I hope the BBB intervenes to address these exploitative policies.

  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. 

• Initial Complaint

  Date:12/07/2024

  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.

   
  Complaint: 22655790
  
  I am rejecting this response because:
  
  Though an offer over $90+ was made right before I posted my BBB complaint, Ghost Beds still refuses to honor their 101 day money back guarantee on our ghost bed bundle. 
  

  I could understand if it was clearly and opening stated with their 101 day guarantee, that bundles were excluded but at the time of purchase this was not the case. It is indeed false advertising and requires a change so that future customers are not duped into buying bed bundles under the guise they could return with free shipping. Instead I was offered less than half of what I paid with my credit card for merchandise I am unable to use. 
  

  The only way that I can take my complaint down is Ghost Beds honoring their money back guarantee, refunding me the full amount and taking back their beds at their expense for shipping.

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

  Business Response

  Date: 12/15/2024

  GhostBed Order# 218084GBUS
  
  Thank you for reaching out to our GhostBed team. 
  
  GhostBed would like to clarify a few points.  The customer was never asked to ship back at their cost their mattress back to GhostBed.  This isn't an option GhostBed offers. 
  
  On 12/11/24 the customer was emailed the amount their refund would be, and it wasn't $91.  

  On 12/14/24 GhostBed received notification the customer fraudulently filed a dispute with their bank for a credit not processed, despite not returning any items to trigger a refund. 

  Business Response

  Date: 12/20/2024

  There is no additional information to respond to. 

• Initial Complaint

  Date:12/04/2024

  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.

   
  Complaint: 22642115
  
  I am rejecting this response because:
  As of today 12/31/2024 I have not received a refund of my money. The mattress was finally picked up after I told the company I was filing a complaint with the ********************************. The mattress was picked up 12/6/2024 and my credit card still hasn't been refunded. I have moved forward with filing a complaint with the ******************************** and a dispute with my credit card company
  Sincerely,
  
  ******* *******hat is advertised on their website, pick up their product and give me a full refund as advertised. Shame on this company for intimidation and flat out refusal to honor their OWN return policy. I am an elderly woman and this company has scammed me. I want my money back and the product picked up.

  Business Response

  Date: 12/15/2024

  GhostBed Order #******GBUS 

  Thank you for reaching out to our GhostBed team. 
  
  On 12/4/24, the customer was emailed instructions on how to return their mattress for a refund.  
  

  Business Response

  Date: 01/02/2025

  Please find the following snippet attached. 
  
  The customer was emailed on 12/16/24 that we received their donation receipt. The customer's refund is pending, as outlined in the email to the customer. 
  
  

• Initial Complaint

  Date:12/01/2024

  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.

  Subject: Request for Full Refund and Assistance with Return
  
  
  Ghost bed ,
  
  
  I am writing to request a full refund for the package delivered to my address, which I had explicitly attempted to cancel before shipment.
  
  
  Background:
  
  
  1.Cancellation Attempt:
  As per instructions, I called ***** to cancel the delivery. I was assured a note would be placed in the system to prevent the shipment, but it appears this was not done.
  2.Refusal of Delivery:
  I followed the guidance to place a refusal note on my door. However, I believe due to the note on the siding falling off during the night, and the delivery driver never reading the note on the door lead to the package being delivered despite my absence.
  3.Unable to Return Package:
  I attempted to call ***** to arrange a return, but I was informed that I needed to contact a third party. Unfortunately, I was not provided the necessary contact details. Since I am out of town until the 17th, I cannot access the package to retrieve the return information.
  
  Request for Refund:
  
  I am asking for a full refund due to:
  A system glitch: My payment information was populated without my explicit input, resulting in an unintended purchase.
  Financial Hardship: As a disabled veteran on a fixed income, this has caused undue stress and hardship.
  
  Next Steps:
  
  I request your assistance in resolving this matter quickly:
  1.Arranging a pickup or alternative return method for the package.
  2.Issuing a full refund for the order.
  
  
  Please let me know if further information is needed to expedite the resolution. I appreciate your understanding and prompt attention to this matter.
  
  
  Sincerely,
  ******* *****
  **************************** 

  phone number is in the system as well

  
  e the number to have this stuff picked back up this is a complete nightmare I just want my money back so I can pay my bills. They can have everything back untouched or opened. Im not wanting to pay for restocking fees or percentages as I wholeheartedly attempted in every way to cancel this order before it left the warehouse without any consequences or repercussions. Ill never go through any company ever again that do not have a ************** operation that is doing legit business and not some e-commerce type business that I was unaware of until I tried getting my transaction reversed. They obviously have not met with the right wrong person who will make them wish they did better by there customers. I am truly disappointed and at my wits end on how to turn this around without losing money I never intended on spending upfront. I just wanted to make an informed decision on how best to move forward when I was ready to actually purchase the product. Not forced into a hardship.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22623695
  
  I am rejecting this response because:

  Subject: Request for Full Refund and Assistance with Return
  
  
  Ghost bed ,
  
  
  I am writing to request a full refund for the package delivered to my address, which I had explicitly attempted to cancel before shipment.
  
  
  Background:
  
  
  1.Cancellation Attempt:
  As per instructions, I called ***** to cancel the delivery. I was assured a note would be placed in the system to prevent the shipment, but it appears this was not done.
  2.Refusal of Delivery:
  I followed the guidance to place a refusal note on my door. However, I believe due to the note on the siding falling off during the night, and the delivery driver never reading the note on the door lead to the package being delivered despite my absence.
  3.Unable to Return Package:
  I attempted to call ***** to arrange a return, but I was informed that I needed to contact a third party. Unfortunately, I was not provided the necessary contact details. Since I am out of town until the 17th, I cannot access the package to retrieve the return information.
  
  Request for Refund:
  
  I am asking for a full refund due to:
  A system glitch: My payment information was populated without my explicit input, resulting in an unintended purchase.
  Financial Hardship: As a disabled veteran on a fixed income, this has caused undue stress and hardship.
  
  Next Steps:
  
  I request your assistance in resolving this matter quickly:
  1.Arranging a pickup or alternative return method for the package.
  2.Issuing a full refund for the order.
  
  
  Please let me know if further information is needed to expedite the resolution. I appreciate your understanding and prompt attention to this matter.
  
  
  Sincerely,
  ******* *****
  **************************** 

  phone number is in the system as well

  
  

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

  Business Response

  Date: 12/02/2024

  GhostBed Order #******GBUS
  
  Thank you for reaching out to our GhostBed team. 
  
  The customer spoke with a manager regarding their order.  Management offered the customer to switch their payment method to Affirm, and the customer declined.  Please note; ********************** does not have access to a customer's credit card information.  Any credit card charge, would have been customer initiated.  
  
  The customer was informed per our terms, we are not able to cancel orders once they are placed.  The customer has the option to refuse delivery for a refund minus restocking fees and freight charges per our terms.  
  
  As of 12/1/24, items have been delivered to the customer's shipping address.  The customer did not refuse shipment on these items. 
  
  

  Business Response

  Date: 12/15/2024

  The customer has been in contact with our management team via email. 
  
  The customer has not provided any additional information to respond to. 

  Customer Answer

  Date: 12/20/2024

  As per the email I sent. I am writing to formally address the ongoing issues with my recent order. As a new customer and a disabled veteran, I expected better handling of this transaction. Below, I have outlined the key concerns and my proposed resolution:
  1. Order Details [******GBUS] and Issues
  My order included multiple parts for a bed; however, one critical piecethe mattresswas not delivered as promised.
  The initial delivery date for the mattress was December 10, but I received multiple messages indicating delays. Confusingly, the delivery status changed to delivered on December 16, yet I have not received the mattress. If you look back youll also see in our last correspondence via email your customer advocate ***** even stated that it had not arrived 
  Despite my efforts to resolve this matter, I have not received a satisfactory response from your team or ****** Despite my best efforts to call and cancel said order, initiate a compromise and make a good faith offering all have been mishandled on your part.
  2. My Proposed Resolution
  I am willing to return all parts of the bed that I received and pay the quoted $375 in freight shipping costs.
  Alternatively, I request immediate action of the missing mattress be returned to your facility once located so this can be fulfilled promptly and without further issues.
  3. Concerns About Business Practices
  The handling of this order, combined with the lack of clear communication, has left me feeling deceived and undervalued as a customer. I am beginning to question whether this experience is reflective of broader unethical business practices.
  I hope to resolve this matter amicably and in good faith. Please confirm your willingness to accept the return of all items under the conditions I have outlined, or provide a clear explanation of how you intend to fulfill the original compromised order.
  If I do not receive a satisfactory response, I will be compelled to escalate the matter further, including disputing the charge with my payment provider (done), filing continued complaints with the Better Business Bureau (BBB) (ongoing), and potentially seeking assistance from veteran advocacy organizations (if a resolution cannot be reached).
  I trust that GhostBed values its customers and will take immediate steps to rectify this situation. I am deeply disappointed. Thank you for your prompt attention. I look forward to your response.
  
  
  Sincerely,

  Customer Answer

  Date: 12/20/2024

  I recently spoke with ****** and they confirmed that the package containing the mattress was lost on their end. However, they informed me that only your company, as the account holder, has the authority to file a claim and secure a refund for the lost item.

  
  Given these circumstances, I am requesting a full refund for the lost mattress, including all associated freight charges. As part of my order, I am only unwillingly being forced to cover the freight charges for the items I have received per our previous correspondence:

  
  2 Bases
  2 Pillow boxes
  1 Mattress protection cover

  
  Please confirm once the claim has been filed with ***** and provide an update regarding the status of my refund. I look forward to your prompt resolution of this matter.

  
  Thank you for your attention to this issue.
  
  
  Sincerely,
  A very disappointed customer 

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22623695
  
  

  I recently spoke with ****** and they confirmed that the package containing the mattress was lost on their end. However, they informed me that only your company, as the account holder, has the authority to file a claim and secure a refund for the lost item.

  
  Given these circumstances, I am requesting a full refund for the lost mattress, including all associated freight charges. As part of my order, I am only unwillingly being forced to cover the freight charges for the items I have received per our previous correspondence:

  
  2 Bases
  2 Pillow boxes
  1 Mattress protection cover

  
  Please confirm once the claim has been filed with ***** and provide an update regarding the status of my refund. I look forward to your prompt resolution of this matter.

  
  Thank you for your attention to this issue.
  
  
  Sincerely,
  A very disappointed customer
  

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

  Business Response

  Date: 12/30/2024

  GhostBed Order #******GBUS
  
  The customer emailed ********************** on 12/28/24 and stated she has dropped off her items to ***** for return shipment.  Once they items are received, the customer will be refunded as outlined to the customer in email. 

  Customer Answer

  Date: 01/14/2025

  I hope this email finds you well. I am writing to follow up on the status of my refund and the resolution of the missing mattress that was marked as delivered but was never received.
  
  Summary of the Issue:
  1.I returned five items, which were confirmed as received, but I have not yet received my refund. I understand that its a process and will take some time. 
  2.The mattress in question, marked as delivered by ****** was never received. It appears to have been a result of erroneous delivery information, as confirmed in our previous communication.
  
  My Requests:
  Refund for the Mattress: Since I did not receive the product, I kindly request that my full refund for the mattress be processed promptly. Without any l fees.
  Update on Refund for Returned Items: Please confirm when I should be on the lookout for the refund for the five items that were returned and confirmed as received.
  
  I understand that ***** may be/ is at fault for the mishandling of the mattress delivery, but as the merchant, your company can recoup the total cost through their claims process. I hope that this process will not further delay my refund as well as help you to return all my funds for the mattress as stated above.
  
  Please provide me with an updated  status of my refunds and provide any additional steps or information required from me to finalize this matter. I appreciate your attention to resolving this issue, and I hope to bring this situation to a conclusion soon.
  
  Thank you for your assistance, and I look forward to your response.
  Best Regards.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22623695
  
  I am rejecting this response because:

  I hope this email finds you well. I am writing to follow up on the status of my refund and the resolution of the missing mattress that was marked as delivered but was never received.
  
  Summary of the Issue:
  1.I returned five items, which were confirmed as received, but I have not yet received my refund. I understand that its a process and will take some time. 
  2.The mattress in question, marked as delivered by ****** was never received. It appears to have been a result of erroneous delivery information, as confirmed in our previous communication.
  
  My Requests:
  Refund for the Mattress: Since I did not receive the product, I kindly request that my full refund for the mattress be processed promptly. Without any l fees.
  Update on Refund for Returned Items: Please confirm when I should be on the lookout for the refund for the five items that were returned and confirmed as received.
  
  I understand that ***** may be/ is at fault for the mishandling of the mattress delivery, but as the merchant, your company can recoup the total cost through their claims process. I hope that this process will not further delay my refund as well as help you to return all my funds for the mattress as stated above.
  
  Please provide me with an updated  status of my refunds and provide any additional steps or information required from me to finalize this matter. I appreciate your attention to resolving this issue, and I hope to bring this situation to a conclusion soon.
  
  Thank you for your assistance, and I look forward to your response.
  Best Regards.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 01/16/2025

  Thank you for that update. Does that include the mattress that ***** had in there possession?

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22623695
  
  

  Thank you for that update. Does that include the mattress that ***** had in there possession?

  
  

   
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/16/2025

  On 1/9/24, all items on the Return Authorization have been successfully returned.  Please allow up to 15 business days for the refund to process.  Once the refund is processed, you will receive a confirmation email and/or text. 

• Initial Complaint

  Date:11/21/2024

  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.

   
  Complaint: 22586989
  
  I am rejecting this response because:

  i found my receipt and I will upload 
  Sincerely,
  
  ***** ****

  provide a replacement

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22586989
  
  I am rejecting this response because:
  To what emails ? The email that was sent to me by warranty team ? I have already did that no response also you guys asked for receipt which you have it so why dont you guys use that ?
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 12/13/2024

  This is a scene of of the receipt to the warranty team 

  Business Response

  Date: 12/13/2024

  Please upload your receipt to the emails from our warranty team.  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22586989
  
  I am rejecting this response because:

  hi I already did , can they check ?
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/16/2024

  Please upload your receipt and all photos to the emails from our warranty team.  

  Business Response

  Date: 01/04/2025

  Please upload your receipt and all photos to the emails from our warranty team.   The Better Business Bureau portal access does not allow processing of warranty claims. 
  

  Business Response

  Date: 12/02/2024

  Thank you for reaching out to our GhostBed team. 
  
  This was an order that was was placed by a vendor of GhostBed.  In order to process a warranty claim, per the terms, an original purchase receipt or warranty registration at time of purchase is required.  The customer is not able to provide either.  Without this information, we are not able to proceed with a warranty claim.