GhostBed Sleep Trials delay RESOLVED!

Discussions General Mattresses Questions
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2021-06-30 UPDATE: The Mattress Underground was able to escalate the case to GhostBed, and the issue was resolved very quickly. Given their swift action, I am willing to accept the initial interaction with their support team was an unfortunate misunderstanding. While I was not able to return the mattress as quickly as I wanted, GhostBed did honor their sleep trial so please read this thread as just an unfortunate occurrence. Thank you Mattress Underground for supporting your users! And thank you GhostBed for helping resolve the issue!

ORIGINAL Post

[Indent]I used the Mattress Underground to figure out a mattress to buy in the past, and I had a great experience. Naturally, when I needed to buy another mattress I came back. I am someone who does a ton of research before making a purchase, and after watching many many videos and reading a lot of reviews, one of the mattress candidates was GhostBed, especially since they were a “trusted member” of Mattress Underground.

I bought the 3D Matrix GhostBed in April. I eventually decided on that specific mattress because the GhostBed mattress guide recommended it. There was absolutely nothing wrong with the delivery or mattress itself. However, after 30 days (minimum break in period), it was still not working for me. I considered returning it immediately, but I ended up waiting another month to be sure. I did this because I have a (pre-existing and ongoing) medical condition that could have been causing an issue during the initial adjustment period. After 60 days, I requested to return the mattress (the sleep trial is supposed to be for 101 days), and I was denied.

I initially spoke to an agent over email. I informed them that the mattress was not meeting my needs, and they asked me to describe how I sleep, the nature of the discomfort, etc. I did not want to get into the details of my discomfort because I did not want to reveal anything about my medical condition to a random company so I explained that to the agent and told them what I described above, specifically that I had used their site to get a mattress recommendation and that it wasn’t working for me. I also added on that my doctor had recommended that I get a new mattress as soon as possible (obviously to get some relief). The agent replied back stating that my reason of “doctor said to get a new mattress” did not qualify for a return since it was not a “comfort” issue and that my sleep trial had been invalidated. I replied back to let the agent know they had mistaken my comment around urgency for eligibility (aka reason), but the agent had already closed the case and never responded. FWIW I also reached out to a GhostBed agent over chat and explained what happened. That agent was unable to do anything about and said they would escalate it for review, but I’m still waiting for a response.

Given that it was obviously a comfort issue, the agent went out of their way to pick a random reason for not honoring the sleep trial, and the agent cut off communications, it’s clear that GhostBed does not want to honor their sleep trials. I have never been treated this way by mattress companies in the past. Most of them are very accommodating when things don’t work out (especially considering returns are built into the price of the mattress) so I’m very disappointed in GhostBed and the fact that they are a “trusted member” of Mattress Underground. I feel extremely let down, and I wanted others to be able to make an informed decision so they don’t have the same experience I did.

Unfortunately this means I have to pay for another mattress on top of all my other expenses so I will likely be filing a complaint with the Better Business Bureau and looking into a discriminatory lawsuit. Best wishes to everyone else mattress shopping.[/indent]

Note* UPDATE edit above at subscriber request

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socalsleeper - I raised your post to the attention of the TMU management team, they are contacting GhostBed and hopefully you’ll see some follow-up soon. Thank you for your patience while waiting for their response.

Kind regards,

  • Bill
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Hey socalsleeper,

Welcome to The Mattress Underground :slight_smile: ! Nice having you here and thanks for your question.

For brevity, I’ve included only the first portion of your post, socalsleeper. I am sorry to learn of your difficulties with your return process and have escalated your issue to our TMU support team for assistance. They have contacted GhostBed on your behalf and you should expect a response from one of their team to further discuss your experience and concerns. A big Thanks goes to @Bill/ Sweet Dreams, TMU’s special ambassador for reaching out on socalsleeper’s behalf. I look forward to your updates and let us know how things go.

Thanks,
Sensei

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We certainly apologize about the complication with your purchase.

Our goal is for our customers to have wonderful experiences when shopping with the GhostBed to treat you not just like another customer but family. We have reached out to you directly and assigned a customer service manager to ensure your issue gets addressed in a timely manner.

When that isn’t possible due to things beyond our control, our next objective is to fix the problem quickly. In this case a ticket was created to escalate this return request for a customer service manager to get back to you. I’m sorry we did not respond in a timely manner.

ATTENTION READERS

GhostBed is a trusted service for over 5 years. GhostBed is a service of Nature’s Sleep that has over 20 years of experience in providing a better night’s sleep. GhostBed is proud to have earned over 35,000 positive 5-star reviews to reflect the company in a better light. As we strive to deliver on our promise to provide a better mattress at an affordable price. Which is backed by an industry leading 20+ year warrantee beyond the 101-night sleep trial guarantee.

Rest assured that the service is legit and backed with a leading US based multi-lingual customer service team that is available to provide personal service 7 days a week, 365 days a year.

If you ever have any concerns, we hope that you will reach out to our dedicated customer service team.

  • Brian
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Thank you so much Bill and Sensei for helping out! And thank you Brian for addressing things so quickly! There was a message waiting for me in my inbox with instructions for returning the mattress without any further back and forth required.

I couldn’t find a way to edit my previous message to make sure readers see the full story so I give permission for moderators to edit it on my behalf (if they want) to make the following changes:

  • Update the title to include something like “[RESOLVED]” so readers know it was taken care of even if they only see the title
  • Update the body to include the edit (below) at the top or bottom so readers don’t need to hunt for the update in the thread

UPDATE: The Mattress Underground was able to escalate the case to GhostBed, and the issue was resolved very quickly. Given their swift action I am willing to accept the initial interaction with their support team was an unfortunate misunderstanding. While I was not able to return the mattress as quickly as I wanted, GhostBed did honor their sleep trial so please read this thread as just an unfortunate occurrence. Thank you Mattress Underground for supporting your users! And thank you GhostBed for helping resolve the issue!

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Hi socalsleeper.

You are most welcome! :slight_smile: This was a “swift” joint action of consumer, vendor, TMU Ambassador, and TMU moderator team behind the scene working at their best.

I would also like to personally thank you for updating your experience for the benefit of our followers. I applied the post edits that you indicated to your start-up post #1 in this thread. I am pleased to hear of the “swift” return issue resolution once GB became aware of it. My experience with GhostBed is that they are true to their word, honor their policies, support, and treat their customers with respect (despite any inadvertent “hiccups” that might happen along the way) which is why I had little doubt that must be “an unfortunate misunderstanding”

Thanks for your continuing support of TMU and its vision.
Phoenix

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That is so awful! I am in the same position. I bought a ghostbed natural mattress online, the mattress didn’t work for me for multiple reasons. When I asked to return it they said the same thing, “not comfort” issue, sleep trial void. How can a company get away with this? You are lucky the mattress underground was able to help out, I still have the ghostbed mattress, but I had to buy another mattress that actually worked for me.

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Hi raincityrob,

While we understand your frustration, it was explained to you several weeks ago that due to your choice in how you resolved your GB complaint, the matter is now solely in the hands of your financial institution.

This forum has many functions, but none of them are to repeatedly return to the forum to leave disparaging posts, and comments in others’ posts rehashing your feelings toward GhostBed. You have left multiple posts in the last 24 hours ‘bashing’ GhostBed and you need to please desist in future to avoid the necessity of restricting your account.

Our goal is to be as unbiased as possible and provide a forum for consumers to share their experiences with products, and seek answers to their questions. When there is a complaint with one of our members we try to help resolve it…once those efforts are stopped by a consumers’ actions, however , we consider the matter is closed. There is no valid reason to intercept and revive old posts (some of them over 2 years old) to vent your frustrations over against GhostBed.

We usually ban posters that come back with a vengeance to lash back but in his case we decided to only suspend your ability to post for a couple of weeks so that you have a chance to cool off.

Finally, one word of caution about storing the bed in the crawl space in humid or moldy conditions. You may be better off trying to sell the bed if someone wants to buy it after it has been opened and make a note that you are reacting strongly to the smell of latex or wool…you can post in the Buy & Sell topic in the forum, but we won’t take any responsibility for the condition of the bed or have anything to do with the sale of the bed. This is solely just lending a helpful hand to help offset such a costly situation. I have also sent you a PM, you should be able to respond to it if you want to take advantage of the buy/sell option before the 2 weeks suspension ends.

~ Basilio