Sleepless nights and no satisfaction: Buyers get run-around returning GhostBed mattresses

While on-line ads for a brand new mattress began stoning up on Peter Be Told’s Fb feed ultimate January, it did not take so much to persuade him he wanted one — he and his wife had slept on their current mattress for 20 years.

“It regarded very interesting,” mentioned the Kelowna, B.C., man. “I kept telling my spouse we had not anything to lose.”

The advertisements have been for GhostBed — an organization that hit the aggressive international of online bed sales seven years in the past — looking to woo consumers away from competition like Casper, Endy, Purple, Leesa, Nectar and Saatva.

Some Of the advertisements featured tennis pro Venus Williams, talking about the importance of a fair sleep and how her workforce has co-designed a line of mattresses “built for champions.” 

GhostBed promises that buyers can try a mattress for as much as 101 days — 3 months — and go back it “hassle-loose” if now not happy. 

So Learn and his spouse Paula ordered a medium-company king bed for $1,329. 

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It arrived briefly, but it surely was once the beginning of months of sleepless nights.

“We woke up feeling reasonably sore as a result of there has been no make stronger for our backs,” mentioned Be Told.

“you are trying sound asleep to your side. Your again. when you slept for your abdomen, you would most probably drown within the sponge. It didn’t paintings in any position.”

When he attempted to go back the mattress, the corporate’s “trouble-loose” guarantees evaporated, he says.

He soon realized the Florida-based company has hundreds of lawsuits filed in opposition to it with the Higher Trade Bureau, and that he was anticipated to do all the heavy lifting — actually and figuratively — if he was once to get any money back. 

A spokesperson for GhostBed declined an interview request.

In an announcement to head Public, he mentioned the company takes customer service and pleasure significantly but that when consumers don’t get the answer they searching for, they generally “blame the trade” and really feel the company’s policies “are unfair.”

Be Told says he used to be impressed through rave reviews on GhostBed’s site while he must have checked the company’s ranking with the simpler Business Bureau — an F. (Curtis Allen/CBC)

‘Donation resolution’

Bed gross sales have boomed as the pandemic has reoriented people’s budgets — from spending on trip to making the home a comfortable nest. 

a recent industry record initiatives that international bed marketplace revenues will almost double to more than $64 million by 2030.

Almost all the online mattress corporations offer long take a look at-out sessions with cash-again promises, says Joanne McNeish, associate professor of selling on the Ted Rogers College of Control at Ryerson School in Toronto.

The Firms “wish to triumph over consumers’ disinterest in shopping for a bed on-line as a result of they could not check out it out in a store,” she stated.

“But then firms have to honour that promise.”  

you can not say something that is not real … That’s trickery.- Joanne McNeish, Ryerson College

Learn says he and his wife attempted to regulate to their new bed, but after nine weeks they contacted customer service, complaining of aches and pains and pronouncing they wanted a reimbursement.

The customer support agent suggested, by way of e mail, he flip the mattress over — which was once “ridiculous” said Learn, because the backside has a troublesome floor and isn’t designed to be slept on.

Still, they gave it a shot. However after a couple of more uncomfortable nights, Be Informed tried again to get a refund.

This time, the agent offered to send a bed “topper”: every other layer to supposedly fortify convenience.

“It used to be even softer than the bed,” said Learn. “The topper was once simply instantly sponge.”

however the most disheartening section, says Be Informed, was once whilst he advised GhostBed he had reached the tip of his rope and wanted the bed to be picked up.

Sleepless nights and no satisfaction: Buyers get run-around returning GhostBed mattresses

The GhostBed web site tells customers in the event that they need to go back a bed, a ‘pickup crew’ will gather it. (

the website promises unhappy customers that a “pickup staff will … cast off your bed.”

Instead, Learn was once instructed he needed to find a “donation solution.” 

that is, discover a charity prepared to take a mattress — all over a pandemic, no much less — transport it to the charity, obtain a receipt — made out to GhostBed — for the fee he paid, and send that receipt to the corporate, which would then provide a reimbursement.

“the whole thing was once just so ludicrous,” said Learn. “we might have to hire a truck to ship it to a non-existent charity which wouldn’t need the bed, both.”

Cross Public requested GhostBed spokesperson Alan Hirschhorn approximately Learn’s statement that the web site does not inform shoppers they are liable for finding a charity to be able to accept a mattress and then hauling it over to them.

Hirschhorn wrote: “that is simply now not real,” and that the corporate’s insurance policies “are obviously on our web page.” 

Sleepless nights and no satisfaction: Buyers get run-around returning GhostBed mattresses

Be Told believed that if he didn’t to find his GhostBed mattress relaxed, the corporate might prepare to take it away and give him a refund. (Submitted through Peter Be Told)

Asked at the telephone the place the in finding-a-charity coverage was once spelled out, he could not to find any mention after poking around the web site for several mins.

“you can’t say something that is not real,” mentioned McNeish, the marketing professor.

“the web site very obviously says ‘the pickup workforce’ will take the bed away, which isn’t me with the bed on most sensible of my automotive, riding around. That Is trickery.”

Hirschhorn later emailed Move Public to say clarifying details about discovering a charity would be brought to the web site, which seemed within a few days. 

Slip sliding away

Learn filed a complaint with the easier Business Bureau (BBB) — considered one of greater than 300 filed in opposition to GhostBed in the previous three years: more than 1/2 those within the final 12 months.

“the bulk of the complaints cover refund and trade problems,” said Cinthya Lavin, vice-president of communications for the Southeast Florida BBB.

“The Corporate addresses the court cases — there’s a answer — however they don’t resolve them.”

WATCH | Ghostbed consumers pissed off by company’s returns

Sleepless nights and no satisfaction: Buyers get run-around returning GhostBed mattresses

Consumers pissed off by way of GhostBed’s not so ‘hassle-loose’ returns | Move Public

6 hours ago

Duration 2:15

Some shoppers are annoyed after finding out that the “hassle-unfastened” returns offered via online mattress retailer Ghostbed at the moment are a big hassle. 2:15

Lots Of the proceedings are approximately mattresses that slide off their bases, like the one Clayton Crory of Slave Lake, Alta., filed.

He bought what is known as a “split king”: twin mattresses that, pushed together, form a king.

He and his wife paid $FOUR,900 for them and adjustable bases. but the mattresses have been far too soft and saved sliding apart, he says.

“You toss and switch and everything’s just sliding all over,” stated Crory.

A customer service agent told Crory to make use of zip ties to hold the legs of the bases in combination, then recommended he acquire “rug grippers” — that most often go below carpet runners that slide on the flooring — to try to keep the mattresses in position.

Sleepless nights and no satisfaction: Buyers get run-around returning GhostBed mattresses

Clayton Crory of Slave Lake, Alta., is out $4,900 as a result of GhostBed refused to refund his ‘cut up king’ mattresses. (Submitted via Clayton Crory)

When none of that worked, Crory asked for a refund. That Is while he realized he did not qualify — a GhostBed agent told him refunds are only given for “convenience issues” and Crory used to be complaining about having mattresses.

“in case you’re tossing and turning and it reasons the mattresses to slip apart, that is a convenience factor,” said Crory. “What a ripoff.”

He says he left repeated messages with GhostBed, but the company principally “ghosted” him — stopped returning his calls. 

Asked about Crory’s case, Hirschhorn, the spokesperson, claimed the client “was unwilling to work with us” and that “we’ve answers for individuals who acquire a break up king and are unhappy.”

Hirschhorn did not intricate on those answers.

Crory has placed the mattresses within the garage and he and his spouse are again on their antique one. He says they can’t buy a brand new bed until they’ve paid off their GhostBed debt.

Beneath investigation

In The Meantime, Florida’s BBB is not the only place folks had been submitting court cases in opposition to GhostBed. Pissed Off shoppers have additionally reached out to the Florida Attorney General’s Administrative Center.

“The legal professional normal requested all the proceedings and circumstances we’ve,” mentioned Lavin.

“it’s a major sign. It’s an indication that the legal professional general is getting ready to most likely bring a government motion to the company.”

As for Peter Be Told in Kelowna — he is seeking to move on from what he says has been an especially frustrating revel in, although he says the GhostBed he and his spouse purchased is serving a function.

“We use the mattress in the guest room,” he stated. “It discourages visitors from staying for too long.”

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