ComplaintsforGhostbed Canada

• Initial Complaint

  20/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I ordered from ghostbed.ca order #*********, twin mattress and foundation on sep 6 . Received mattress but foundation still not received , promised to get it delivered by sept 15 and today is sep 21 still no luck . I have been messaging calling daily and still no response properly but saying that management will call Me which has not happened yet . I asked them to cancel refund my amount and take mattress back as it’s not even opened , they said I will be charged for return which is not right as it’s ghostbed fault not to send it on time . I have placed order from another store already . Resolution is to get my refund back without any charges and take the mattress back . I have paid 1388.52 $ and also this has caused lists of mental stress for me . I have attached the order and all screenshots of my chatting emails

  Business response

  25/09/2022

  GhostBed Order# *********
  
  Thank you for reaching out to our GhostBed team. 
  
  Our account records show the item was shipped and delivered to the customer's home on 9/23/22. 
  
  

  Customer response

  26/09/2022

   
  Complaint: ********
  
  I am rejecting this response because:it was not delivered as promised and I already bought the bed from another store after waiting for 15 days. I expect ghostbed to take the mattress , foundation  back free of charge and without any restocking fee to refund My full amount $1388.52
  Sincerely,
  
  ****** **********

  Business response

  26/09/2022

  Per GhostBed terms, any refused shipment is subjected to restocking and freight charges.  
  

  Customer response

  27/09/2022

   
  Complaint: ********
  
  I am rejecting this response because: I was never informed and the person who spoke to me once said it can be waived as it’s not opened and it’s fault from their side . This is really ******** by ghostbed and Bbb need tor ask strict action against them 
  
  Sincerely,
  
  ****** **********

  Business response

  12/10/2022

  I have read all communications, and do not see where waiving restocking fees was mentioned, as that is outside of our company policies.  On the contrary, the customer has been informed multiple times they could refuse the shipment, and return any and all unopened, unused items for a refund minus restocking and freight charges.  
  
  To date; no items have been returned. 
  
  
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased a Ghost *****Bed - ** ****** * a ***** bed that uses an app to adjust the firmness as you move around - and when I received the product part of the instructions informed me that I would require two separate devices to independently operate each side of the mattress. I am a single person who does not own a second device, so half of my bed is unusable and incredibly uncomfortable. Ghostbed offers a 101 day return window, but they are choosing not to accept my return because I stated that I was receiving a new mattress for free from a friend. They state they only accept returns for "comfort" related reasons, and that my comfort related reasons for wanting to return the product are invalid because of how I am receiving my new mattress - that I am seeking a cheaper product and this is an excuse to ignore the concerns with their product that they also acknowledge are valid. Their website and marketing material does not state that multiple *****phone/tablet devices are required to operate the product, and that if you do not have multiple devices you will not be able to use the product as advertised. If I had known a single person could not operate both sides of the bed I would not have purchased the product. I would like them to honour their return policy as stated on their website, that I may return the product for "comfort" related reasons - which in my case are that half of my bed is completely different firmness and I cannot access that side of the bed because I require a separate *****device.

  Business response

  26/09/2022

  GhostBed Order# *********

   

  Thank you for reaching out to our GhostBed team. 
  
  Please note; from the customer's original interactions with our GhostBed team, the customer's primary reason for a return was they received a mattress for free, and even stated the GhostBed was great!  Due to this reasoning, GhostBed is not allowing a return under our 101 Night Sleep trial as this is a violation of the trial. 
  
  Furthermore, the customer's information is incorrect.  You do not need 2 devices to operate both sides, and the customer was informed of this. 
  
  I am attaching a snippet from our *****Bed user guide for ease. This same snippet, as well as the full user guide was provided to the customer. 
  
  

  Customer response

  26/09/2022

   

  Complaint: ********

  
  

  I am rejecting this response because: while Ghostbed acknowledges their mobile phone application can only operate one pump at a time, and recommends manually switching the app to operate the other pump if I would like to adjust it, the reality of switching pumps requires leaving the bed and going through a 9 step manual process to be able to control the other half of the mattress (see attached), which effectively leaves me unable to sleep in the bed because if I roll over the other half of the bed is so different that I'm startled and wake up - and to change the other side I would have to get out of the bed.

  
  

  Ghostbed's product is designed to operated by two people, with multiple devices, which Ghostbed states on their website and in the screenshot from their manual they provided in their original response, but they do not articulate the significant amount of effort required to operate their product as a single user with one device until after you have purchased the product.

  
  

  The reality for a single user is that half of my mattress is inaccessible while I am in the bed, which renders the entire product unusable because it's realistically very challenging to sleep on a mattress with two completely different sides. 

  
  

  I would like Ghostbed to explain why they do not tell their customers that multiple devices are recommended because their mobile app can only operate half of the bed at a time on their public website - this information is critical to the user experience, and it feels unreasonable that I was not informed of this deficiency until after I had purchased the product.

  
  

  This is why I am requesting a refund - I purchased a queen size mattress, and am only able to use half of the mattress at any point due to the deliberate design of their mobile phone application, which they hide from the customer during the sales process, but do acknowledge in their own user manual that you receive after you purchase the product.
  
  I do not believe it is appropriate to hide critical information from a customer and only share it after the customer has purchased the product.

  
  

  Sincerely,

  
  

  ***** *******

  Business response

  06/10/2022

  GhostBed has provided the manual snippet where it shows it can be done on 1 device.  It is not a 9 step process, and the "sides" can be left in auto mode which eliminates the need for a back and forth with the application. 
  
  Again,  it is GhostBed's stance this order is not eligible for a return and refund under our 101 Night Sleep trial as previously explained. 

  Customer response

  07/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: I do not believe Ghostbed is accurately characterizing their product.
  
  Ghostbed, please respond to the below questions directly.
  
  
  1. Can an individual user communicate with both sides of the mattress simultaneously from a single device? (YES/NO)

  2. Why does your own user manual recommend user's maintain two devices to operate your product?
  
  3. Why do you notify customers that multiple devices are recommended AFTER they purchase your product, and not state this core operational consideration on your website?

  4. Of the 9 steps outlined in the attached PDF, please specifically identify which ones are not involved in connecting a device to a Ghostbed pump that operates one side of the bed? 

   

  RE: Automatic Mode - For the Automatic Mode, it is important to acknowledge that the settings used in the Automatic Mode are set manually by the user, and that in order to tell the "automatic" setting what it should be optimizing towards the user has to manually set the firmness/pump speed through their mobile device - so, since a device can only communicate with one pump at a time the "automatic" setting still requires manual intervention to be adjusted, which requires reconfiguring the device to connect to the pump that operates the other side of the bed.

  So, if a user is uncomfortable with the "automatic" adjustments being made they need to manually adjust the settings through their device - which requires connecting to the pump on one side of the bed, and then separately connecting to the other pump and adjusting the settings again so that both sides match. 

  The two pumps do not communicate with each other, and a device can only communicate with one pump at a time - so Automatic Mode still requires manual intervention.

  Therefore, Ghostbed's previous statement that an individual user should be complacent with Automatic Mode implies that a user with a single device should accept an inferior experience to someone with multiple devices, and accept that manual adjustments to their sleep experience are less accessible to them, despite having paid the full price for the product with the expectation that all features would be equally available. 

  If Ghostbed feels this is a mischaracterization of their product please respond.

  
  Sincerely,
  
  ***** *******

  Business response

  13/10/2022

  I am attaching snippet of where our manual is found online prior to purchase. 
  
  
  Again, GhostBed disagrees with the claims this information is hidden, and not available to the customer. 
  
  I am not qualified to answer the questions posed by the customer, as I do not work in the tech side of our company. 
  
  The only information I can provide is our *****Bed is a dual-chamber bed with distinctly separate "sides."  Each side operates separately and independently.  Again, GhostBed has maintained 2 devices are not required, but are recommended. 
  
  

   

  Customer response

  13/10/2022

   
  Complaint: ********
  
  I am rejecting this response because: Ghostbed offered conflicting responses in their last two emails.
  
  Prior to this response the respondent claimed the process to connect a device to the pump controlling one side of the bed was not 9 steps long, so I requested they clarify what in my representation of the process was incorrect, and now the respondent is saying they are not qualified to comment on the process because they work in a different department.
  
  Ghostbed directly stated that my claim about the process was incorrect, which is critical to my claim that the process for accessing the other side of the bed creates a user experience that is not representative of what's on the Ghostbed website, and I would like to them clarify which of the 9 steps outlined in my attachment (included here again for reference) are not a part of the genuine user experience.
  
  Ghostbed also says their user manual is available online, but nowhere is their recommendation to own two devices on the main product page where a prospective customer is reading to learn about the product. It appears they are claiming a customer must read the user manual to have an accurate understanding of the product's basic functions. Ghostbed: If you feel having two devices is worth highlighting in your user manual as a special callout to achieve the optimal user experience then why do you not inform potential customers on your website that having a single device will produce a different experience than someone who has two devices? (photo of manual attached)  
  
  As you confirmed in your previous response, a single device can only operate one side of the bed at a time: my claim is that as an individual user with a single device I was not able to experience the product as advertised on the product page, because it did not say that a user with a single device will receive a different experience than someone with two devices, which you have confirmed, and that is why I am requesting a refund, which your 101 night trial period allows if a user experiences "comfort related" issues, which I did, due to the conditions you have validated.
  
  This is my claim to the Better Business Bureau. If Ghostbed thinks my "comfort related" issues were invalid please respond.
  
  For reference, the product page can be found here: ********************************************************* 
  Sincerely,
  
  ***** *******

  Business response

  14/11/2022

  The customer stated there was nothing wrong with their item, they just received a new mattress for free from their boss.  This is not a valid reason for a return under our 101 Night Sleep trial, and voided the customer's sleep trial.  
  
  The back and forth over the remote is a moot point; as the customer's sleep trial is already voided, and the customer is aware of this. 
  
  The customer filed a dispute with their bank., and their banked sided with GhostBed on their dispute.  At this point, there is nothing for GhostBed to further assist the client with. 
   
  Have a good night's sleep!

  Customer response

  15/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: Ghostbed continues to outright lie.
  
  I did file a dispute and the bank approved my claim and issued a refund from Affirm Canada, the company I financed the purchase with through Ghostbed's website. Attached is confirmation from **** confirming my dispute.
  
  @Ghostbed - please explain where you received this information, because currently you are explicitly misleading the BBB with objectively false information.
  
  The point about the remote is not moot - you explicitly mislead potential customers on your website about the reality of using your product, I suffered a poor experience and therefore sought out a new mattress because your product did not work as advertised, which you acknowledged in your BBB responses above, and when I tried to initiate a refund you denied me because you didn't like my reason, despite acknowledging that I had an inferior experience.
  
  I am requesting a refund because your product does not work as advertised, which your sleep trial affords - it does not seem fair that you have the right to subjectively refuse a refund because your terms allow unlimited discretion, when you openly acknowledge your product did not work as advertised.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  31/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As you can see from these screenshots, the *unopened* returned item was delivered and signed for on Thursday August 25, 2022. And I'm still yet to receive my refund. Thank you.

  Business response

  08/09/2022

  GhostBed Order# 25134GBCA 
  
  Thank you for reaching out to our GhostBed team.   

   

  The customer filed a chargeback with their bank.  We are not able to issue a refund with an open dispute on the account. 
  
  

  Customer response

  08/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I didn’t do such thing.
  
  Sincerely,
  
  ******* *****

  Business response

  14/09/2022

  Please find the ****** ******* attached.  There was a dispute filed.  A refund was attempted on 9/13/22, but was unable to do so due to the dispute on the account. 

  Customer response

  15/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I don’t understand why the company couldn’t contact me through ******?

  The fact that I have to file complains on TWO separate websites shows just how bad your customer service is.

  
  

  I honestly don’t understand the issue here. I have closed the case with ****** and would like my refund now.

  
  Sincerely,
  
  ******* *****

  Business response

  25/09/2022

  Please note; a refund was attempted on 9/13/22, but it was not processed due to the dispute filed with the customer's bank. 
  
  

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bed + base + sheets combo from ghostbed. Total price 3665.67 CAD taxes in. I received a 30% discount on all items. I ended up returning the mattress due to imcompatabilties in my sleep. I was aware ahead of time that the base frame + Sheets were NOT returnable. They work just fine so i was okay with this. When it came time to refund, they are trying to tell me that all items were "Final sale" and they took away the 30% discount i was entitled too on the bed frame and sheets. Today i can logon their website and buy the bed frame and sheets with a discount applied and NO BED. **** ******** ** ********* *** they refuse to acknowledge my request, continuously telling me that this is their policy. Their Policy "Promotions which include either a GhostBed foundation or a GhostBed sheet set as the item received at no charge, are an exception to the above and CANNOT be returned to GhostBed or donated. If a mattress is purchased within either of these specific promotions and is returned/donated, the full retail value of the foundation or sheet set will be deducted from any refund that may be due." NOWHERE On my order does it say i bought a bundle including foundation and sheets. This was NOT the case. The "GHOST33" promocode worked on sheets if i bought them alone. Please help me understand how they are allowed to take away the promotional value after the fact when the item was NOT purchased as a bundle. Each item was bought seperately. As i mentioned, you can go on their website and buy a foundation RIGHT NOW with a promocode and receive it WITHOUT a mattress. Please see Ghostbed2 picture, this email by ghostbed contradicts what is in their terms. "Final sale when you return the mattress"? vs Items purchased as a bundle. Please help me get resolution with them, at the very least i want others to be aware of this ********* *** ***** practice.

  Business response

  23/05/2022

  GhostBed Order# *********

   

  Thank you for reaching out to our GhostBed team.  I apologize for the delayed response, as I was on vacation. 
  
  Please allow me a few days to meet with my Finance team regarding this refund.  I will update once this matter has been looked into, and I am able to provide a resolution. 
  
  

  Customer response

  14/06/2022

  I believe i am owed the discount % from the items they took it off. As i mentioned, i could login today and order a Bed Frame + Sheets and receive a full discount on them.
  
  Per the screenshots i provided, i am owed 95.37 for the sheets and 183.15 for the bed frame.
  
  They had no grounds to remove the discount on the items i KEPT outside of the mattress.
  
  I would like the company to honour this and send the total discount amount owing of 278.52$

  Business response

  07/07/2022

  GhostBed Order# *********
  
  On 6/28/22, the customer received an additional refund. 
  
  

  Customer response

  13/07/2022

  I confirmed last email they sent me a refund invoice. The payment has in fact cleared.
  The issue is fully resolved and i thank you

• Initial Complaint

  21/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  * ** **** * ******** ***** **** *** * ******** ****** ** ******* On February 17, 2022, I have purchased a mattress from Ghostbed trough their website for an amount of 2,482.89$ and on delivery, they left the mattress in the public lobby of my building even if there were clear indications that parcels shall be left in a secure lockbox which was clearly indicated. As a result of their ***** **********, the mattress never got delivered to myself, as consumer under Quebec laws, and was taken by an unknown individual the same day and a police report has been duly completed. Under consumer laws, the vendor has the obligation to ensure that the mattress was properly delivered to the consumer, otherwise, the mattress is deemed not to have been delivered. It is clearly the case here. My purchase order is *********. Following such non-deliverance of the mattress, I duly sent legal notice pursuant to the consumer protection act to cancel the purchase and, even after more than 1 month following the ***** of the mattress, Ghostbed refuses and neglect to issue a refund even if it is their legal obligation to do so. Ghostbed is ************* INFRINGING CONSUMER LAWS and has no consideration whatsoever, to consumers rights. Their customer service is ********, **** and does not care at all about my case. They do not answer my emails and when I call them, they offer no explanation whatsoever even if they have been put on legal notice. The law in Quebec is clear, a consumer may cancel the purchase if it has not received the goods it purchased within 30 days of the date of such purchase. Ghostbed is fully liable for its non-compliance with laws and is bould, by law, to refund the consumer.

  Business response

  11/04/2022

  GhostBed Order# *********

   

  Thank you for reaching out to our GhostBed team. 
  
  GhostBed has provided the customer ******* Proof of Delivery.  The customer has also informed GhostBed of legal matters filed against the GhostBed.  GhostBed has requested these documents be sent via postal mail, and we have yet to receive them. 
  
  To date; GhostBed has no additional comments on this order, other than the information provided above. 

  Business response

  13/04/2022

  GhostBed has received no legal filings, despite the customer stating several times notices were filed. 

  Customer response

  14/04/2022

  Hi ****, no legal action has been taken here. Only written notices were sent to the merchant and the notices from the Office de la protection du consommateur are not considered as a juridical process. I will not take legal action here since the time and money it implies is too much for that amount so I am hoping that your organization can help me  instead.

   

  Also, I am acting here as a consumer and not a lawyer, **** *** ** *** ** * ****** I just happened to be an unfortunate consumer who purchased a mattress from a company which does not comply with the law. That said and even if my messages sound legal, this process is not under court jurisdiction and remains a private matter of consumer merchant relationship. 

   

   

  Business response

  25/04/2022

  Please note; GhostBed's stance has not changed on the matter at hand. 
  
  

  Thank you for reaching out to our GhostBed team. Please find attach ******* proof of Delivery. ***** has marked this item as delivered on February 19, 2022.  GhostBed contacted ***** to open a trace case, and ******* investigation showed the item was delivered to the correct address on file. Due to the results of ******* investigation, GhostBed is not re-shipping the items to the customer. In the meantime, the customer has filed a dispute with their bank. At this time, there is nothing else GhostBed can do to assist the customer until the banks have provided a resolution.

  Customer response

  25/04/2022

  Mattress has been dumped by ***** on a Saturday (a day during which you confirmed in writing that no delivery shall occur) and was taken from an unkown individual the same day and a police report was filed. Now you tell me that the fact that ***** marked the item as delivered saves you from your obligations? Let me teach you 2 simple legal concepts:
  
  1. Any declaration by any carrier that an item is "delivered" has no effect in law. The good shall be delivered in the possession of the consumer and therefore. The mention of ***** is irrelevant to my case and I know that you know this.
  
  2. A merchant, under law, cannot shift any responsability to the carrier. The obligation of delivery remains with the merchant.
  
  Therefore your answer is again completely wrong and illegal.
  
  ***** **** **** ** ****** *** * ** * ******* * ****** *** ******** **** ****** ** ******* ** ** *** **** *** ***** **** ******** ** * *** **** ***** ******** ******** * **** ******* **** *** ******** ************ * **** **** **** **** *** ***** With my case, Ghostbed contravened to at least 5 articles of the Consumer Protection Act.

• Initial Complaint

  15/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 15 2022 I bought a mattress online from GhostBed for $2958, *** ** ******* I immediately regretted the purchase and emailed the customer service department twice asking for the purchase to be canceled. I even emailed before I received my invoice. I did know they're restocking fee but nowhere did it explain that there was no ability to cancel the order or to intervene on the purchase. When their customer service department opened at 8:30 a.m. I promptly called to request that the order be canceled. I was told that I had to allow ***** to deliver the product and that I was to refuse the purchase and have it returned. This would cost me 15% of my fee of $3,000 being $450 plus a cost for return shipping. Upon calling ***** at 5:00 p.m. March 15th the product had not been assigned a shipping label yet or had left the warehouse in Toronto. Again I called the company to request that my order be canceled and they said that it had already been removed from shelves and was slated for shipping. According to ***** I could not even have the purchase declined shipment because it wasn't ticketed for shipping yet.

  Business response

  16/03/2022

  GhostBed Order# *********
  
  Thank you for reaching out to our GhostBed team.  The customer placed their order online at www.ghostbed.ca on 3/15/22 at 3:02am EST.  The customer's items were fulfilled by our warehouse at 6:01am EST.  The information provided to teh customer was correct.  Per our policies, we do not cancel orders once they are placed due to our fast turn around time for shipping. 
  
  I am attaching the relevant poritions of our policies to this complaint. 
  
  Please find the tracking #'s for the customer's items.  Per ***** notes; the customer has refused shipment for the items, and they will be sent to our warehouse in Toronto.  Once it is received at our corporate warehouse in Toronto, our Finance team will issue a refund within 13 business days.   The refund will be subjected to restocking fees and freight charges, per GhostBed Policies. 
  *************************************************************************************   *************************************************************************************   *************************************************************************************    

• Initial Complaint

  22/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 17 February I purchased a mattress, boxspring, sheet set and pillows online from Ghostbed for $278.67 for which I received a confirmation and an order receipt. At that time a hold was placed on my credit card and subsequently posted. On 18 February I received a shipping notice from Ghostbed with the ***** shipping numbers (3 boxes). On 19 February 2 of the boxes were delivered with the sheet set and pillows and I was advised by the ***** employee that the boxspring and mattress would be delivered on 21 February. I waited for a while on the 21st and contacted ***** to find out that the do not deliver in Ontario on Family Day and the boxspring and mattress would be delivered on the 22nd. When I woke on 22 February I went on the ***** website to confirm delivery and it showed that the delivery had been cancelled by the shipper. I contacted ***** and they stated that they had received and e-mail from Ghostbed at 6 pm on the 21 February to cancel the delivery. I contacted Ghostbed and they confirmed that they had cancelled the order as they had an error on their website and they were not going to deliver the bed unless I paid an additional $2,508.02. I told them that I had paid the advertised price and that at the very least the fact that they had shipped the items constituted a valid contract. The person advised me that there are no contracts for these transactions and they were well within their rights to refuse to deliver the remaining items. I then requested a refund. I was advised that once I returned the sheets and pillows unopened I would receive my money back. Unfortunately I have removed the wrapping on the pillows although they are still unused I am not sure they will refund my money so I am scared to return them. If the charge on the credit card remains I will have ended up being overcharged for what I have received. I have attached the web listing, receipt, and ***** transaction for confirmation.

  Business response

  08/03/2022

  GhostBed Order# *********

   

  This order was taken during an outage, and a website glitch.  
  
  The customer called in to our customer service on 2/22/22 regarding their order.  The customer was informed of the glitch, and was told if they would like to receive their foundation, they would pay the difference.  The customer stated they would not. (Please find the snippet attached to show the cost) 

  There is no monies owed to the customer at this time, as they have received items valued at over $2,000  The mattress alone is $2595.   The customer has not returned any of the delivered items, unopened and unused for a full refund. 
  
  
  

  
  
  

  Customer response

  11/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: I acknowledge that I did receive the sheets and the pillows (pillows which were defective as shown in picture on attached file). The value of the sheets would be no more that $40.00 if I went to the local ******* store. 

  
  

  "There is no monies owed to the customer at this time, as they have received items valued at over $2,000  The mattress alone is $2595.   The customer has not returned any of the delivered items, unopened and unused for a full refund."
  

  
  

  This statement is false as I did not receive the mattress as stated by the company. I have attached proof that Ghostbed contacted ***** on 22 February to have the mattress returned to them and that it was delivered to Ghostbed on 23 February 2022. At the time of the response to the BBB the company was fully aware that the mattress was back in their warehouse. Unfortunately, I opened the pillows prior to being advised that the balance of the shipment would not be delivered and can no longer return them. All in all I received 2 defective pillows and sheets that are anything but exceptional for the amazing sum of $278.67. The only loser in this transaction is the customer. Good customer service from Ghostbed would be to refund the amount received as it exceeds the value of the items instead of providing false information about a customer to justify keeping the money.
  
  Sincerely,
  
  *** *****

  Business response

  15/03/2022

  GhostBed Order # *********

  
  I apologize, as I have mistyped. The customer received at their home 1 x Shredded GhostPillow 2 pack; current retail value $195 + local tax, ( https://www.ghostbed.ca/products/ghostpillow-shredded-2pk)  and 1 x GhostBed Sheet Set - Twin - Grey; current retail value $134 + local tax.  ( https://www.ghostbed.ca/products/ghostsheets ).   There is nothing for GhostBed to refund to the customer; as they have still received more than what they paid for the system glitch.  

  Customer response

  16/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what the business is willing to provide which is nothing. I will be returning the sheets and will expect to receive a refund of $134.00 + Local tax for a value of $151.42.
  
  Sincerely,
  
  *** *****

  Business response

  28/03/2022

  Please note; GhostBed will only accept a return of the Sheets if they are in unopened, unused condition. The amount of refund of the sheets would be: $124.42.

  Customer response

  05/04/2022

  
  Better Business Bureau:
  
  Sheets were returned today and I wll track shipment. I expect refund immediately. I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is complete.
  
  Sincerely,
  
  *** *****

  Customer response

  20/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Good Evening *****

  
  

  I am not sure why this file was closed as the transaction has yet to be completed. I have returned the unopen sheets to Ghostbed on 5 April 2022 and after a horrible time with ***** the sheets were received by Ghostbed on 11 April 2022. The package was signed for by AAJay. I sent an email to the company on 13 April 2022 requesting an immediate refund as the charges were applied to my credit card as soon as the first package was delivered. I have yet to receive a refund, or as in the past, even an acknowledgement that I have contacted them. 

  
  

  I have attached a copy of the proof of delivery on 11 April 2022. Please advise as how this is supposed to be resolved as I am still waiting for the offered refund amount of $124.42.

  
  
  Sincerely,
  
  *** *****

  Business response

  22/04/2022

  Please allow up to 30 days for the refund to process.  The customer will receive an email when the refund is processed.  

  Customer response

  17/05/2022

  
  I have not received my refund to date. The sheets were accepted by Ghostbed on 11 April 2022. The response stated that the refund would be completed 30 days after the return. The refund should have been applied to my credit card on 11 May 2022. Please advise as to the next step.

  
  

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  Business response

  02/06/2022

  5/23/22 - The customer was refunded $41.37 for the return of the sheets.  Our system did not allow us to attribute a higher price to the sheets than what was paid. 
  6/1/22 - The customer was refunded $79.10 for remaining balance as promised. 
  
  

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