ComplaintsforGhostbed Canada

Mattresses

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Initial Complaint
21/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
September 11th I purchased a mattress from GhostBed online and financed it through Affirm. Shortly after receiving it, it became clear the bed is not a good fit for me and their return policy clearly states that after a 30 day trial period I can send it back for a full refund. I have reached out to them multiple times in the last 30 days desperately trying to get this mattress returned and today, October 21st, well after their 30 days trial period they arent returning my phone calls or email requests to get this sent back. I want my money back and I want this mattress returned.
Business response
23/10/2024
GhostBed Order# 42823GBCA

Thank you for reaching out to our GhostBed team.
Our records show we have been in constant contact with the customer regarding the return of their ********************** Mattress under our 101 Night Sleep Trial. The customer even replied back to an email this morning.
Initial Complaint
13/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We made an error while placing an online order, and the company has out flat out refused to cancel it. Even though it had not been processed or shipped, and we realized the error within 20 minutes of ordering. They have now informed us that it will cost more than $400 to refuse the delivery. Most companies have a window which allows you to cancel an order before it has been fully processed or shipped. The decision not to include this option is purposeful and is tantamount to theft. This company needs to be held accountable and prevented from stealing hard earned money from innocent people. They are utilizing the no cancellation/return policy as a means to capitalize on shipping freight orders unnecessarily. What a disgraceful organization. Reading these reviews I would have never done business with them. Shame on us for not researching better, and shame on them for taking advantage of consumers in this way. When you run a business based on lies and decietful practicies, you eventually pay the price. I hope that they go bankrupt.
Business response
13/08/2024
Thank you for reaching out to our GhostBed team.

Please provide an order # so that I can better assist you.

The order does not populate under the name, phone #, or email provided.

Customer response
15/08/2024

Complaint: 22135648

I am rejecting this response because: there is no place to enter a phone number. ************. It turns out they actually want almost $800 to return it, and the mattress hasnt even shipped yet!! The bed frame came today in a box that is completely damaged with tape wrapped all around it. It had to have been previously opened and returned - they are not even sending new items for over $2400!!! This actually is making me so sick to my stomach. What a nightmare of an experience. I am beside myself.

Sincerely,

***************************
Business response
15/08/2024
GhostBed Order# 42191GBCA
Our products are packaged to withstand a beating, as we understand lots of drops and bumps happen in transit. However, we are not able to open, and repackage items once they are opened. This is a false narrative.

Again as stated in our terms, we do not allow for cancellation once orders are placed. Please review to our terms at www.ghostbed.ca/pages/terms.

Customer response
16/08/2024

Complaint: 22135648

I am rejecting this response because: it is absurd to use the excuse in this day and age that your systems are so lightening fast that they do not allow cancellations before labels have been printed and before the product has shipped. Any business with a shred of decency or common sense would have this option available to customers in order to prevent this very thing from happening. Perhaps you should consider instituting a delay function on order processing to allow consumers the opportunity to correct errors or even change their minds, rather than to ***** them for hundreds and thousands of dollars without restraint. Not to mention all of the involved shippers and operators who are handling the products. This is an outrageous business practice and it makes your company look foolish, dishonest and unprofessional at best. Any reputable business has incorporated that feature into their site. You are taking advantage of senior citizens with your fraudulent practices. How can anyone be charged almost $800 for an item before it has even shipped is beyond me. *** tried uploading photos of the box to show how damaged it is, and that it has clearly been previously opened but the file is apparently too large - I somehow doubt that all of the parts are even inside of it at this point. It would cost me less to put it on a truck and drive it back to you myself. This business will be wrought with misfortune in the future, and I cant wait to see it.

Sincerely,

***************************
Initial Complaint
22/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought June 30/24 a mattress topper and bed frame. Paid 290$ for the mattress topper. It's not even as described. Nothing like the picture. Just a big piece of foam with bumps and no cooling effects at all. Not worth 290$. I used the chat and was told "personal item, no exchange, sorry, goodbye". Wrote an e-mail. Got the same answer. I paid 290$ for something I wanted and needed, hoping it was the same topper as the one on line and it's totalely different. Not suitable for my needs.
Business response
30/07/2024
GhostBed Order# 41302GBCA

Thank you for reaching out to our GhostBed team.

Please provide the following information:

1. A clear photo of the law tag.

Customer response
01/08/2024

Complaint: 22021201
I am rejecting this response because: It is a mattress topper made out of foam. There is no tag. If you were to put a tag on it by sewing the tag or stapling the tag, you would make holes in the matter topper. So no, there is no tag, it's not a mattress, it's a piece of foam

Sincerely,

*******************************
Business response
03/08/2024
The tag is on the topper cover, not the topper itself.
Customer response
06/08/2024

Complaint: 22021201

I am rejecting this response because: Really, tag was taken off before the mattress cover was washed. Forget about the complaint. I guess the customer never is right with your company. I do hope people read the complaints before buying from you.

Sincerely,
Initial Complaint
11/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a mattress from Ghostbed on February 16th and it was received on February 23. I initiated a return of the mattress on March 22nd. The mattress return procedure, which is NOT outlined anywhere on their website, is to donate it to a charity and submit the receipt to Ghostbed. The mattress was given to a local charity on May 28th, which was within the 101 trial period provided by Ghostbed. An email was sent to Ghostbed on May 27th asking for clarity on the return procedure and guidance on the deadline for submission of charity receipt - this email was not responded to by Ghostbed. Charity notes that receipt will be issued to me in 7 - 10 business days. Call made to Ghostbed on June 28th requesting guidance on how to proceed if donation receipt has not yet been received from charity, a call back from supervisor level was promised but never received. Receipt received from charity and submitted to Ghostbed on July 2nd. A call to Ghostbed on July 2nd to clarify path forward not returned. A call made on July 9th requesting clarification not returned. A call made July 11th promising a supervisor response not yet returned. Refund has been denied by Ghostbed due to charity receipt not being received within 30 day window. I contest a) the window of return was not well defined and not clarified when requested on May 27th b) Ghostbed was unresponsive at all levels to process and procedure. I currently have no product and no refund due to demands from Ghostbed.
Business response
25/07/2024
GhostBed Order# 39024GBCA

Thank you for reaching out to our GhostBed team.

Our records show the customer's account was refunded.
Initial Complaint
03/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
False advertising. I clicked on an ad via a social media campaign. This company had posted stating money back guarantee to Try their product. I purchased a mattress topper, and after a few days reached out stating that I was not 100% not satisfied and requested a refund. The topper is hot and uncomfortable. They apologized and stated that unfortunately, this item was not part of the free trial, and that was stated in the FAQs of the product page. I feel like I was duped with false advertising. I clicked on the social media post because of the no-hassle risk-free trial. Now I'm told to read the fine print and this product was not part of the trial offer And that they would take it up with marketing on how to do better also claimed that they try to be transparent to their customers. I challenged that and said if they were transparent, why hide the fine print in the FAQs and lure Customer through false advertising. Horrible and deceptive antics!!! Consumers need to be protected.
Business response
08/07/2024
GhostBed Order# 40659GBCA

Thank you for reaching out to our GhostBed team.

The FAQ's for our GhostBed Memory Foam topper state the item is not eligible for a refund once opened. (Please view the included snippet.) This information is also provided through our terms.

Our 101 Night sleep trial is for our mattresses only, as indicated online in numerous places, including our terms.
www.ghostbed.ca/pages/terms
*****************************************************************
Customer response
13/07/2024

Complaint: 21934839

I am rejecting this response because Im extremely disappointed with the responses I have received. And the lack of response from your CEO is disappointing.
The policies you are relying on were not made clear to me, and I feel that this lack of transparency is quite disheartening.

While I do not wish for any further action on your part, as I have invested far too much energy in you, I want you to know that I find your approach to be lacking in integrity. Your business practices are designed to deceive customers, and I suspect that I am not alone in this sentiment. It is unfortunate that your business model relies on such tactics rather than fostering trust, transparency, and providing the high level of service that your name suggests.

I urge you to reconsider your white glove approach to customer service. A business that truly values trust and transparency can achieve far greater success and build long-lasting relationships with its customers.

*****************************
Business response
21/07/2024
GhostBed Order# 40659GBCA

Thank you for reaching out to our GhostBed team.

The FAQ's for our GhostBed Memory Foam topper state the item is not eligible for a refund once opened. (Please view the included snippet.) This information is also provided through our terms.

Our 101 Night sleep trial is for our mattresses only, as indicated online in numerous places, including our terms.
www.ghostbed.ca/pages/terms
*****************************************************************
Customer response
23/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unacceptable and cowardly. However I no longer wish to pursue this since they are hiding behind their blanket statement.

Sincerely,

*****************************
Initial Complaint
31/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 31, 2024, I was browsing on ghostbed website with my cell phone. I clicked on a few items to see the price with advertised discounts. They were also advertising an additional 10% off at checkout. Thus I proceeded to press the checkout button, having NEVER submitted my address or payment information (never entered my credit card number) . Somehow it processed what I had in my cart and told me that I had just purchased 2 single beds and 2 adjustable bases. I proceeded to contact the company IMMEDIATELY to inform them that I had not authorized the purchase nor that I had given my credit card info. The company told me that once an order is placed that they couldnt do anything to change it and that I could return the products once received but that I would be charged a 15% restocking fee and to open the returned boxes to ensure that product was in good condition . I communicated also with ***** to intercept the shipping and send it back immediately to the vendor. Somehow ***** told me that there were only 2 boxes to be delivered and agreed to send them back to the vendor (which was done on May 31/2024 at 10:13am. However ***** missed that there were also 2 other boxes which were delivered at my door on May 31/24 near 2pm. Before I could tell the ***** driver that I didnt want those packages, he had already left . ***** was contacted and they sre to return to pick up those 2 boxes either on May 31 or June 1/2024
Business response
31/05/2024
GhostBed Order# 40595GBCA
Thank you for reaching out to our GhostBed team.

The order above was placed using a ShopPay payment method, which requires an additional login outside of GhostBed's site.

Per our terms, we are not able to cancel orders once they are placed. We are not able to waive restocking fees and return freight charges for this order. Even if the customer had contacted ********************** immediately after placing the order, we could not have stopped the order from shipping.

Please find the attached timeline for this order. Less than 1 hour after the order was placed, the customer's items were already pulled, and prepared for shipping.

Customer response
31/05/2024

Complaint: 21786427

I am rejecting this response because:
I did not enter any financial information/credit card number at any time while browsing nor did I select any payment method. I immediately contacted the **** card company following this event and they told me that this was a fraud given that at no time I had entered my credit card info and security code at the back of the card (that this was taken without my knowledge) and proceeded to cancel my credit card
Sincerely,

*************************
Business response
11/06/2024
GhostBed does not have access to a customer's personal card information.

This is not fraud, as the customer stated they were on the site.

Again, the order above was placed using a ShopPay payment method, which requires an additional login outside of GhostBed's site.

Per our terms, we are not able to cancel orders once they are placed. We are not able to waive restocking fees and return freight charges for this order. Even if the customer had contacted ********************** immediately after placing the order, we could not have stopped the order from shipping.
Customer response
12/06/2024

Complaint: 21786427

I am rejecting this response because:
I have NEVER entered any private information such as my address, credit card info (I clicked on a link from an email from ghostbed, then looked at their prices advertised and wanted to see the additional 10% discounts they were promising at checkout. Once I clicked on checkout it processed /placed the order that I was not expecting as I had again NOT ENTERED any billing information!) How can this not be a fraudulent transaction when I NEVER entered my personal info. I have returned everything that was shipped to me including the 2 free pillows. I have contacted the consumer protection Ontario and after hearing my story, they agreed that this was a fraudulent transaction and that I should not be responsible for ANY fees as I never intended to place an order in the first place (and the fees they want to charge for me returning this order is nearly 1/3 of the full price. This company is taking advantage of its customers.
Sincerely,

*************************
Initial Complaint
16/02/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On November 21, 2023 I placed an order during Black Friday sale on Ghost Bed website. The order #*********. The order total was $539.19. After weeks of not receiving the product or the shipment confirmation I contacted them to inquire about my order. I was informed that it's on back order and part of my order (bed sheets) is going to be available at the end of January 2024. I requested that they cancel part of my order as I dont want to wait. I inquired about the rest of my order which was 2 pillows & a pillow case, I was told they were supposed to be shipped to me. I said OK I will wait. A week later I contacted them again and told them that I have not received anything and that I want to cancel the rest of my order since I am no longer going to wait for pillows and a pillow case since nothing has been shipped to me still despite their promises. I was told that they would refund the rest of my order. I waited for weeks and nothing. I kept contacting them and they would give me the same response we are escalating your request for refund. It has now been 2.5 months and I have not received the rest of my refund which is $183.23. This business is beyond awful. Not only they were selling product they didnt have in stock, but they have not refunded me for non-delivery of their product and I have been contacting them for months to get the rest of my refund.
Business response
06/03/2024
GhostBed Order #*********
Thank you for reaching out to our GhostBed team.

I see from your account, 2 ***** tracking labels were created, but had no movement. I have created a Return Authorization. (Please find it attached).

Please allow 3 - 5 days for a refund to go back to your ******.
Initial Complaint
08/09/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bough a mattress from them January 09, 2023 Didn't work out for us and they agreed if we would donate the mattress we would receive the refund. We did that and send them the requested files of donation.They accepted it and responded with the refund confirmation on Jun. 27, 2023 confirming that it should take up 15 business days maximum for the refund amount of $2119.61 to fully process back to our account.To this day we have not received a refund even after multiple inquiries and promises.Order number: *********
Customer response
08/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
24/04/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a mattress September 2022 from ghostbed.ca. The website advertises a risk free trial. I asked to return the mattress and ghostbed denied my return and kept my money. This company makes terrible quality mattresses and falsely advertises a risk free trial.
Customer response
27/04/2023
**** *** *** ** ********** *** *** ***
Business response
01/05/2023
GhostBed Order# *********
Thank you for reaching out to our GhostBed team. GhostBed's 101 Night sleep trial is listed online. Our Sleep Trial is a comfort related trial only. The customer's initial and only complaint was the bed is too squeaky during ***. Our agent and management determined this was not a reason related to comfort, as outlined in the email to the customer.
It is GhostBed's stance the company has enacted our policy properly, and has acted within our terms posted online.
Please note - this customer also filed a complaint with the South ******* BBB, and that complaint was already closed out. "Better Business Bureau has determined that you have made a good faith effort to answer the complaint and has now closed it There is no action for you to take at this time. We will contact you when we next require your input."

Customer response
01/05/2023

Complaint: ********

I am rejecting this response because:
First of all, there are about five different reasons why I didn't like your bed. Correct, if you have *** on this mattress the springs are so weak they make a loud "pinging" noise. I suppose all the employees at Ghostbed are virgins and never had to experience that.
Long story short, they advertise a "101 night sleep trial" BUT in their fine print, they say you can only return for "comfort" reason which is completely arbitrary. No one would buy a bed from you guys if that was implied in your advertising.
The company sells a terrible product and doesn't honor their public return policy. Casper has a "no questions asked" return policy, your company could learn a thing or two about customer service.

Sincerely,

***
Business response
03/05/2023
GhostBed has provided the customer's initial and original email for the return of their bed. Their reason is not covered under our 101 Night Sleep Trial.

This information has previously been explained to the customer.

********************** will not be accepting a return for this order as notated previously.
Initial Complaint
21/11/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a product from Ghostbed, who offer a 101-day trial period, and when I attempted to request a refund I was denied because my issue was not "comfort-related" and Ghostbed only issues returns for "comfort-related" issues. Ghostbed does not define what a "comfort-related" issue is on their website, or in their Terms and I would like to request a refund under the acknowledgement that I was misled as to how the trial period was presented to me as a potential customer on the Ghostbed Product page, and in their terms of service.
Customer response
29/11/2022
Hello,

I made the purchase on August 16th (Order #*********).

My request for a refund was denied on September 12th, because the "...sleep trial only covers comfort related issues such as the mattress is too soft , too firm , causing aches and pains, ect. (sic)"

This information is not presented either on Ghostbed's website, or in their Terms.

Please let me know if there is any further information I can provide.

I have been in contact with them to resolve this ever since my refund request was denied.

Thank you very much,
*****
Business response
10/12/2022
GhostBed Order# *********

The customer's reason for a return was: "My boss gave me a free mattress, so I don't need this one."

This is not a comfort related issue under our 101 Night Sleep Trial.

Please note; the customer filed a dispute with their bank, and their bank sided with GhostBed.

The customer also filed a complaint with the BBB here in the United States, and this was their response.

Thank you for your cooperation in responding to the above consumer's complaint. We forwarded your response to ***** *******. Unfortunately, the consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.” The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.

At this time, GhostBed is declining to spend anymore time with this customer's complaints.

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