A big, heartfelt thanks to @GhostBed for taking care of me! I got the resolution I was hoping for and I truly appreciate how they handled this situation. Over the last week, we had a lot of conversations and went back and forth, but they listened, empathized, and worked with me to resolve this—even though the mistake was mine. While my current situation doesn’t allow me to be a customer, I will absolutely return as one in the future out of gratitude. I’d love to support a business like GhostBed that genuinely works with its customers. Thank you again!
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A HUGE shoutout to @GhostBed! This incredible company went above and beyond during a holiday, when their staff was extremely limited—if there was even any staff available at all!
It’s rare for companies to truly go the extra mile, but GhostBed did just that. Despite an unfortunate situation that the customer had unintentionally found themselves caught up in, GhostBed turned the entire experience around into something positive and memorable.
A special thanks to Marc and Rich at GhostBed for their unwavering dedication and commitment to ensuring every customer has a top-notch experience!
The best to all during this holiday season.
Maverick
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Maverick this site used to be a place where you could get the low down on how companies were doing business. The good bad and the ugly. Now since companies are a paid supporter of the Mattress Underground it appears they get to walk on water. If what the consumer stated is correct the order was in place for 5 minutes and a call was made to customer service. It sounds like customer service really provided a poor experience that resulted in this person spending a lot of time and energy trying to resolve something that should have been rather simple and easy to take care of…IF customer service is about serving the customer. Applauding a company for doing what should have been done very quickly and easily from the start is promoting poor service going forward. You can read the angst from the beginning and for you to say “unwavering dedication and commitment to ensuring every customer has a top-notch experience” is disgusting.
Doze,
While you’re certainly entitled to your opinion, you’re not entitled to make up your own facts. Based on what you’ve written, it seems you only have limited information about what actually happened in this incident—largely what was posted in the forum, which we fully allow to be shared. However, one thing we do not allow is the doxxing of any individual, including the CEO of the company involved, and we did remove a post that violated this policy.
Your response is deeply misguided, as you lack the full context of the situation, and your interpretation does not accurately reflect how this community, or Mattress Underground, operates. Additionally, you seem to misunderstand the nature of the Mattress Underground’s relationship with its Trusted Members. Just because a company is a Trusted Member of the forum does not mean they receive preferential treatment. Our goal is always to allow open, honest discussion, and Trusted Members are held to the same standards as any other company in the community.
Public forum participants only knew what was being shared in the forum, and that was just one side of the story. It is clear that the customer stated that they made an error when an order got placed on the company’s website, which may or may not be accurate. Had this order been placed on December 10 rather than December 23 or 24, the response from customer service might have been different. But perhaps you’d argue that the company should have canceled the order immediately upon the customer’s request, regardless of timing.
In my experience as a healthcare provider, when someone orders a pair of prescription eyeglasses, that order is immediately processed and sent to the lab. Regardless of whether they cancel within minutes, we are automatically billed once the order ticket is produced in the lab. I recognize that this situation isn’t exactly the same, but it’s an important reminder that many businesses, including this one, have systems in place that may not be easy to reverse, especially around holidays when staff are limited.
It’s not our place, nor anyone else’s, to dictate how any company manages its internal processes, especially when they’re operating with skeleton crews during a holiday period. Whether customer service representatives followed strict company protocol or simply acted within the system’s constraints remains unknown. We don’t know what happened behind the scenes.
The fact remains that once I notified the CEO directly, he immediately responded and started the investigation process. He had his Vice President of Marketing contact the Original Poster directly on Christmas Eve, informing them that he was out until the next business day, which was the following Monday, and that the issue would be addressed then. The company then proceeded to investigate the situation thoroughly.
The company took the time to gather all the facts and properly handle the situation on the first business day after the holiday weekend.
I understand that you may feel customer service should have simply canceled the order on the spot, but there’s a possibility that doing so could’ve violated company policies. The customer service representative may have been following established procedures, and it’s entirely possible that an executive decision was required, which would have been difficult to make during a skeleton holiday staff. Companies handle these situations in their own way, according to their policies, and it’s not always clear to the public.
In the end, the company offered the exact resolution the consumer requested: a full refund with no additional fees. This included any charges that may have been incurred during the process. I had prior knowledge that the CEO had personally authorized this decision and was preparing to inform the customer once they were back in the office. While we at Mattress Underground weren’t able to disclose this information ourselves, the company handled it directly with the consumer as soon as they were able.
Ultimately, the company did right by the customer, and the consumer expressed satisfaction with the outcome. The company’s executive team took responsibility and made things right. I understand that you may be “disgusted” with the process, but the final resolution was positive, and the consumer was grateful for the way it was handled.
Since you’re “disgusted” with the company’s actions, I’m curious if you’re also “disgusted” with the consumer for praising the resolution offered by the company and expressing their happiness with the outcome in the forum. The consumer’s satisfaction and praise for the company’s actions were clearly conveyed. Do you take issue with the consumer being pleased with the results as well?
Now, on a more serious note, I would like to point out that a few weeks ago, a CEO of a company was tragically murdered by a bullet to his back. This is a stark reminder of how dangerously far some individuals are willing to go when they feel slighted or angry, and how critical it is to be careful with how we engage with others online. Doxxing, threats, or violent rhetoric toward anyone—regardless of their position—has real-world consequences. I hope this tragic event serves as a sobering reminder of the need to approach these situations with a sense of responsibility and respect for others’ lives.
It’s easy to rush to judgment without knowing all the facts. Now that you do, I hope this clears things up.
Maverick
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Like I mentioned before, this was clearly my fault—no glitch on their website, nothing misinterpreted or hidden. It was entirely my error. I guess, the first line of customer service did whatever was in their power and authority to handle the situation. Yes, I was frustrated at the time when they flat-out refused to cancel instantly, but looking back, they were perhaps simply following protocol and doing what was within their control.
I don’t know the inner workings of how they run their business, but what matters most to me is that they eventually did right by me. Even though this was my mistake, and they technically didn’t have to help me out, they chose to work with me and provided a resolution that I’m incredibly grateful for.
I’m not defending them because they “bribed” me or made it a condition to praise them for resolving my issue. That wasn’t the case at all. I am genuinely satisfied and appreciative of the resolution I received, and it restored my faith in their customer service.
While I can’t speak to their product quality since I haven’t had the chance to experience it, I can confidently say their customer service was top-notch. They empathized, listened, and went above and beyond to resolve my issue. When the time comes, I will absolutely be a customer, knowing they truly care about their customers and stand by their service.
A lot of times, we only see reviews when customers are upset with the service or want to highlight a negative experience. That’s why I wanted to write this down—to share how positive my experience with GhostBed was and how well they treated me, even when I was at fault. It’s easy to focus on what could have been done differently or faster, but for me, the takeaway is that GhostBed handled my case with care and professionalism. And for that, I’ll always be thankful!!!
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