I recently purchased two GhostBed memory foam toppers in Full and Queen sizes. However, the coupon I used overwrote the sales price (increasing my purchase total to $700 instead of $500). The website banner also said that the sale was ending within hours, before the next business day, so I decided to reorder and return the original order rather than try to get them to adjust the price to reflect the sale. This occurred within 15 minutes of me placing the first order, on a Sunday night.
Note that the terms and conditions do say that orders can’t be directly cancelled but their return policy is 30 days, with the customer having to pay the shipping costs to return the item. It does not give actual numbers on the page though. When I emailed to talk to customer support, they did give me the actual numbers. It would cost me a bit over $250 to return a $700 order. That’s over 1/3 the original price of the order. I would have been fine paying something reasonable but this is absolutely insane.
FWIW it’s calculated as $150 + 15% of the total order cost. So if you buy a mattress from them and return it in the “free” return window, you can expect to be out several hundred $.
Anyways, in addition to being very upset about both the scummy sale timer and the insane return cost for a “free” return, I also don’t really have the money for this so I am looking to sell them locally in the Austin area, unopened, once they arrive here.
Hi Kimochi,
I completely understand your frustration, and I’m sorry to hear about the issues you’ve encountered with the GhostBed order. It’s definitely tough when things don’t go as expected, especially when it feels like you’re being hit with unexpected costs and unclear terms.
The “4R’s” (Refund, Restocking, Return, and Reviews) are something we always try to emphasize before placing any order, as they can really make or break your experience with a company. In your case, it’s unfortunate that the return fee is so high, but it’s worth noting that these fees are often in place due to the nature of the items being returned (like large, bulky products). It’s something that would have been more obvious and transparent upfront, as it sounds like it could have saved you some stress.
It may be worth reaching out to customer service for clarification and to see if they would consider offering an alternative resolution might be the best next step. They may be able to offer a partial refund or perhaps help reduce the return costs, especially since this situation seems to have occurred under somewhat confusing circumstances with the sale timer and coupon issues. Companies are often willing to work with customers when they understand the full picture. They may or may not be as amicable as you like, but I would recommending stay calm and cordial regardless of how it goes.
In the meantime, I hope you can find a local buyer for the items. It sounds like you’ve got a good backup plan in place.
Again, I’m sorry you had to go through this. Thanks for sharing your experience—hopefully, others will find it helpful to consider these factors in their purchasing decisions!
All the best to you,
Maverick
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After some back-and-forth with customer support, they said they were unable to do anything about the excessive return costs but they were able to adjust the price of the original order to reflect the sale price without coupon ($500).
I’m still going to need to figure out how to resell the extra product locally and I am still a little bit frustrated with the experience because I’m on a very tight budget right now (for reference, I’m buying mattress toppers in lieu of replacing two mattresses that are 20-25 years old because I can’t afford to replace the entire mattress right now). If anyone is looking, I’d be willing to sell them at the current sales price minus $25.
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Yes, I am so sorry you have had this experience. Feel free to list the items for sale in our community center or beyond mattress section. It is a frustrating experience for everyone involved, as electronic systems move rather quickly, sometimes to the benefit of customers and sometimes create an inability to “stop the presses” as the saying goes.
I hope it all works out for you in the end.
Maverick
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