ghostbed.com

This is an awful company

This is an awful company. They are not to be trusted. We tried them out because of a friend’s recommendation and because of the 101 night return/exchange; however, it turns out if you ask them any questions they will use that against you later if you actually want to exchange/return. My husband and I both took the quiz and got recommended the ghost luxe and ghost flex so we got a twin XL in each to fit our king bed frame. We tried out the beds and they killed both of our backs. We decided to try each other’s bed and it was slightly better but still woke up in pain. I am a planner so while we were suffering trying to do the recommended 30 days on these new beds, I emailed customer service saying I have a few questions and listed my 3 questions to help us come up with a decision on how to move forward. 1. Can I exchange the 2 twinxl beds we got for our king frame for 1 king Venus all foam and if we stilldon’t like the Venus can I still get a refund for the king venus? 2. Do we have to wait the full 30 days?3. If we wait the 30 days to exchange do we still get the 50% off on theitem we exchange it for?The rep (Jacinta) took my first question and split it into 2 separate questions which it wasn’t meant to be 2 questions; therefore, I didn’t get my question clearly answered. I responded to the rep as follows: The second question is the one I’m most concerned with. So if I exchange these 2 twins for a Venus king and don’t like the Venus I would not be able to exchange again or get a refund so essentially I would be stuck with a bed that potentially doesn’t work for us, is this correct. I would like a clear answer so I can make the best decision for us. After this I finally got an answer stating if I exchange I would not be able to return or exchange again so I replied: in that case I would just like to request a full refundAfter this the rep replied: At Ghostbed we aim to please and would like any feedback that would help improve our products or services, so if I could ask you some questions, that would be extremely vital to us in resolving any issues you are having with your Ghostbed.How does that sound to you? Would you say you are a back/ stomach or side sleeper?Do you prefer a softer or firmer mattress? After this I responded by asking again about the refund and where I should donate the beds to and the rep then responded: I was able to speak with my supervisor who has advised that we can move forwarded with the return.Because this is a non-comfort reason we will not be able to complete the return process on your order.On 12/29/2024 you ask to do an exchange for a solid King Venus size is not part of the 101 night sleep trial.I was able to get the approval because you requested to do the exchange.Please note that it is found on our website if your initial request for a return/refund is due to non-comfort reasons we will void your sleep trial.To me this response didn’t make any sense. The first part the rep said they can do the return then the 2nd part said they can’t and for reasons that didn’t make any sense. I tried to call twice to speak to someone to get clarity and called a third time with none so requested to speak to a manager. My focus was never on the size of the beds and my questions obviously stemmed from comfort issues because why else would someone even be thinking about a return/exchange. Even though I explained all of this to a manager (Grant) over the phone he said because my original question involved size and because I didn’t answer the reps questions about if I prefer a softer or firmer mattress that voids any possibility for return or exchange. So we are out $2,500 and have mattresses we can’t use. I would recommend staying far away from this company unless you’re okay with potentially losing thousands of dollars.

Date of experience: Dec 15, 2024