Hello Mattress Underground Community,
I wanted to share my recent experience with Ghostbed customer support in the hopes that someone might have some advice or be able to help.
My wife and I purchased the Ghostbed Flex on January 24th. The first month or two the mattress was working for us and the customer service was outstanding (they put the mattress on a bigger sale right after we purchased and worked with us to honor the new sale price minus the free pillows that were included with our deal).
However, over the last few weeks we have been struggling to get a response and clear guidance on the return process. I realize customer service is delayed right now for many companies due to Covid but at this point we are starting to get concerned. Below was the order or events:
4/27 - on the 94th day of our trail my wife called customer service to process a return (unfortunately, the mattress was causing back/shoulder pain for my wife and I). The customer service rep was very understanding but recommended to my wife that we try a mattress topper to see if it help with our issues. She ensured my wife that it would have no impact on the return and told her that 50% of people end up keeping the mattress after receiving a topper.
5/26 - my wife called to let them know the mattress topper wasnt working for us (it actually made things worse) and to process the return. She was told that she was outside of her return window. After explaining that she called on the 94th day and was asked to try a topper the CSR told her that she had not requested a sleep trail extension and it was not noted on our record. My wife explained the situation and requested that they go listen to the recording of the discussion where she was promised the topper wouldn’t impact our return. The CSR said she would discuss with the manager and call her back.
5/27 - I received an email with return instructions (neither of us received a call back) directing us to donate the mattress within 100 days and provide a receipt. They did not address our issue with the topper so we are uncertain if they granted us our “sleep trail extension”. Assuming they did, however, my greater issue is with their change in return policy.
While their website says “The GhostBed customer service team will work with you to arrange pickup of your mattress. All you need to do is be home when the pickup crew arrives” their email stipulated that “At this time due to current Social Distancing requirements Ghostbed is still not authorizing or scheduling donation pickups”.
While I understand that Covid may have impacted their ability to pickup a mattress I find the next part completely unfair and unacceptable. The email continued to say “If you are able to independently complete a donation to a place like the Salvation Army, Goodwill or other approve charities, and you can provide us with a valid donation receipt than we will be able to move forward with your return”.
I replied to the email to explain that where I am located has some of the highest per capita rates of new Covid cases in the US and that I spent an hour looking for local charities and none either open, accepting mattresses or doing pickups. I find it unacceptable that they are trying to shift the onus of the return to us when their policy clearly states that they will come pick it up. So we are essentially stuck with the mattress and can’t process a return because we can’t find a place to donate it. In my mind this is a bait and switch. It’s not fair to change your return policy to put the burden on your customer who is under the same conditions as you. There is simply no way for us to comply with the return process!
What’s been even more frustrating, however, is that since my email both my wife and I have called several times, left message and sent emails without receiving any responses at all. I have been very professional, asking for a discussion so we can find a solution that is reasonable for both parties but they have totally gone dark on us. We have no information on what to do next, and I don’t think it’s fair for them to modify their return policy to something that is currently impossible for the consumer to comply with.
Again, I understand that small business are going through a lot right now, but so are individual consumers!
If anyone has any advice or thoughts on how to handle I would appreciate it.
! Just a quick follow up regarding your Ghostbed return and their customer service department: our support team spoke with them earlier and someone will be contacting you either directly or via the forum soon. Please be assured that your post and concerns will be addressed and we look forward to hearing more after your conversation with them. Thanks