GhostBed Split King Adjustable Frame – Worth It or Should I Return It?

Beyond Mattresses
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Hi everyone,

This exhausted mama of an infant accidentally purchased a GhostBed adjustable split king base for $1,700. I realized the mistake immediately and tried to cancel the order, but their customer service told me that all orders are non-cancellable. Pretty shady, right?

Now I’m stuck with a few options and could really use some advice:

Keep the frame – If the product is actually worth it, I don’t mind keeping it despite the cost. I was planning to buy a split king adjustable frame eventually, just not at this price point. It comes with a 4-year warranty, but is it really worth $1,700?

Return the order – GhostBed insists on shipping it out and says I can refuse delivery, but they’ll charge me $500 in shipping and restocking fees. Should I take the $500 loss and find a different adjustable split king frame elsewhere?

Dispute the transaction – I paid with my Chase Sapphire card. Their terms (which I only saw after purchasing) state it’s non-refundable. Has anyone successfully disputed a transaction like this before? What are my chances of getting the full amount back?

Any advice or insights on GhostBed’s product quality, customer service, or handling disputes would be greatly appreciated!

Thanks in advance!

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No experience with GhostBed, but you might try calling customer service again, insist on talking to a manger, and let them know you’ll dispute the charge as well as refusing delivery and disputing the shipping/restocking charge, and see if they’ll let you cancel it.

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I tried everything. Calls, emails, even emailing the ceo. LOL

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Dispute with your credit card.

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Hi Pinati,

Welcome to the Mattress UnderGround. So very sorry about your salutation.

I’ve seen situations like this before, and my suggestion is to take a moment. There is always a resolution to a problem, regardless of how dire it may seem. Of course, today is a holiday for most companies, and while we all want an immediate resolution, it may not be possible to get one right away.

@GhostBedcom is a Trusted Member of Mattress Underground, and by using the @ symbol before their name, it will alert them to review the post and see your situation.

My suggestion is to allow them time to respond once business resumes, as this will give you the best chance to resolve the issue before taking any action that could be more costly for all parties involved.

We’ll always do our best here at TMU to help resolve difficult situations, even though these are transactions between private parties.

Have a great holiday and lets give it a moment to see if they respond.

Maverick

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Thanks Maverick! I reached out to them as soon as I realized by mistake. It was within 5 mins. Contacted them by phone, mail and chat. They refused to cancel the order. I am hoping they can do better here. Thank you for the advice and response

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@GhostBedcom - Please review and provide a solution to my issue.

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No worries, if they contact you again, you should calmly make them aware of your clerical error, and let them know exactly what you wanted to order. Keep all documentation, phone records, emails ect with time stamps.

I am confident when business reopens, they will respond. No one wants bad press.

Just have a good time and enjoy your holiday time.

Maverick

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@Pinati - Let me review with the Team shortly as I have contacted our Customer Service Director who will contact you directly. If you can send a message to me with your info that would be great. They will probably contact you on Thursday as it’s Christmas Eve.

For context, let me start by Thanking you for sharing your experience, and I want to sincerely apologize for the inconvenience and frustration this situation has caused.

Order Cancellation

Our systems are designed to process and ship orders quickly to ensure prompt delivery for all customers. Unfortunately, once an order is placed, it moves into the fulfillment stage almost immediately, which limits our ability to cancel it. While this can be frustrating, the goal is to streamline our operations and minimize delays for our customers. That said, we acknowledge how this policy might have impacted your experience, and we appreciate your feedback.

Shipping and Restocking Fees

Shipping and handling large, heavy items like adjustable bases—often exceeding 100 lbs—is costly. While we strive to keep these costs as low as possible, the return fees help cover shipping and restocking expenses. We understand this policy may feel disappointing, and we’re committed to being transparent about these costs up front.

Quality of the Adjustable Base

We truly believe in the quality and value of our Adjustable Bases. With over 3,000 positive reviews and hundreds of thousands sold, they’ve become a customer favorite. The Split King model, in particular, offers unparalleled customization, allowing both partners to adjust their side of the bed independently. Many of our customers love features like Zero Gravity, Anti-Snore, and TV Mode, and I can personally vouch for the comfort and functionality of the Split King setup. My wife and I use it every night, and it has genuinely improved our sleep experience.

Just providing context above and we want you and everyone else to have a positive experience with GhostBed.

Let my team follow-up with you on Thursday.

Rich Bernstein
VP Marketing, GhostBed

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@GhostBedcom - Hello Rich,

I’m DMing you my information as requested. Thank you for reaching out—this is the first positive and empathetic message I’ve received from GhostBed, and it means a lot.

I completely understand that it can be challenging to cancel an order once it moves into shipping and fulfillment. That said, I reached out immediately after placing the order, fully acknowledging that it was my mistake. Within minutes, I contacted customer service via email, chat, and voicemail, pleading for assistance. Unfortunately, every response I received was a flat refusal to help.

I truly appreciate you taking the time to look into this when others didn’t seem willing to. It gives me hope that this situation might be resolved fairly.

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I’ll be posting updates here for anyone else who might find themselves in a similar situation and come across this thread. @GhostBed reached out to me via DM and asked for my order details, which I’ve provided. Their team plans to look into it Thursday 12/26 morning, and I’ll share how that goes once I hear back. Stay tuned!

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Id avoid doing business with that type of business. No cancellations is BS. CHECK State law for the policy or call your bank and tell them u didnt authorize then cancel your card.
It is a federal kaw you have 72 hours to cancel.

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I’m hoping to resolve this in a positive way. I’m really hoping @GhostBed steps up and cancels my order, especially since I contacted them within minutes of placing it. It was my mistake. Unfortunately, customer service just flat-out refused to help, and they didn’t even consider escalating the issue or trying anything to assist me. Maybe their products are great, but the lack of willingness from the first line of support to even help was really frustrating. It left me feeling uneasy about doing business with them.

That said, I’m still holding onto hope that they’ll do the right thing, especially since Rich from GhostBed personally reached out for my order details. Keeping my fingers crossed that they make it right. Will update here once I hear back. If they do right thing, they will certainly have a customer for life. I will make this same purchase whole heartedly when we are in a better financial state

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Whether someone does business with any company is a matter of opinion. Insofar as orders and canceling orders. The 72 hours you are speaking of concerns contract law, and only certain contracts. Your statement that “It is federal law you have 72 hours to cancel” does not apply here and is the wrong type of contract. So that is very misleading advice.

Under federal law in the United States, there is no general right to cancel an online order within 72 hours based solely on federal contract law, except under certain specific conditions.

  • Under the FTC’s Cooling-Off Rule, consumers have the right to cancel certain sales made at their home or at a location other than the seller’s usual place of business (e.g., at a trade show or door-to-door sale) within three business days. However, this does not apply to online purchases or general retail sales, so it’s unlikely to help in most online transactions.
  • This rule is not a blanket right for online orders but applies specifically to sales that fall under the rule, such as high-pressure sales at a location not permanent to the business.

This was not a high pressure sale. It was a mistake made by the consumer. Hopefully, the company will take that into consideration and simply do right by the customer, but that is something to be worked out between the parties involved.

The opinion of who someone should do business with, is just that, opinion. The opinion may be valid or not, that is up to the buyer to decide. The fact that the company in this case contacted the consumer on Christmas or Christmas Eve, is more than other companies might offer.

We need to be careful when stating laws or offering legal advice. It really doesnt matter if the consumer contacted a business, literally one second after placing the order. So, we need to tread lightly here. Hopefully, the company will work with the customer to a satisfactory resolution.

Maverick

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Update 1: I got a call from GhostBed yesterday, and it was mostly positive! They were willing to listen and sounded empathetic, which I really appreciated. They mentioned they’re working on a resolution in the background, though I’m not sure yet what it will be. I was told to expect a follow-up call today, so I should know more soon! Keeping my fingers crossed.

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Update 2: I just heard back from GhostBed, and unfortunately, it’s not the outcome I was hoping for. A shipping label was created yesterday on 12/26 at 2:56 PM, and while the status still says “label created,” I’ve been on calls, emails, and chats with multiple people. I really thought the simplest resolution would have been to cancel the order or stop the shipment before the label was even created.

Now, I’m being told that since the order is at the shipping facility, my only option is to refuse delivery. But that would leave me responsible for restocking and shipping fees, which total close to $600—an amount I just can’t afford right now.

@GhostBed, can you please look into this? I’ve been in constant communication since the moment I accidentally paid through Shop. I feel like this could have been avoided if action had been taken earlier. I truly cannot afford the shipping charges. Could you redirect the package back to the warehouse instead? Please help!

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@GhostBed – I really feel like I’m being given the runaround here. I was told that nothing can be done because the package is already on its way. However, I reached out to FedEx, and they’ve told me that only the label has been created, and they don’t actually have the package in their possession yet. It feels like GhostBed is just stalling until the package is on its way to me, which is really upsetting.

At this point, it would be so much easier for GhostBed to cancel the label or have it returned to sender. FedEx said they can’t help until they actually have the package and advised me to reach out to the sender instead. This whole process is incredibly frustrating and upsetting.

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Make sure you’re documenting all your communication with them. I’d definitely file a chargeback with your cc company for the fees since it seems like the company’s had ample opportunity to work with you to cancel the order and even implied that they would do something, but not actually done anything.

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I was really hoping to sort this out in an amicable way. As of now, FedEx still doesn’t have possession of the item—the same item GhostBed said would ship instantly and therefore couldn’t be canceled. I’ve been told to expect a call back on Monday, so let’s see what resolution they offer then.

I know this was a big mistake on my part. I was just trying to see how much the coupons would bring the cost down, but I didn’t realize my Shop account was linked with all my card details. Instead of staying on the checkout cart, it went straight to the payment page. So, it’s completely my fault.

That said, I was really, really hoping GhostBed would work with me on this. If they’re able to resolve this for me, I would absolutely consider coming back as a customer in the future out of gratitude. But honestly, my hopes for an amicable resolution are fading as time goes on. I’m still holding onto a little hope for tomorrow, so we’ll see what they have to say.

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While it may seem helpful to post the names and addresses of company principals here on the forum, we consider that to be harassment. The parties involved are currently working on a solution during this holiday week, and everyone is operating with limited staff to address the issue.

From what I understand, the company is in discussions with their customer to resolve the matter. The customer is welcome to share the resolution if they choose, but The Mattress Underground will not tolerate any abuse, malice, or doxxing of individuals or companies.

We take this issue seriously and will issue one warning before removing any user who engages in such behavior from the forum.

Thank you for your time and understanding.

Happy Holidays,
Maverick