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GhostBed ~ The Mattress Underground (TMU) Trusted Member

17 Apr 2019 15:11 #1 by Phoenix
As of April 2019, we welcome GhostBed to The Mattress Underground community.

About GhostBed
Knowledge & Experience:
GhostBed sums up more than 35 years of mattress design experience of its owner and CEO Marc Werner. He is committed to using only quality and durable materials in its three GhostBed lines USA made by skilled American craftsman that are “committed to never take shortcuts”. The beds have been carefully designed and tested and are subject to very strict quality control which according to Marc have led to an unusual low return rate. All GhostBed’s lines are designed for eCommerce BIB sales and give the 101-night sleep trial that is now common in the mattress industry. Marc Werner is coming from a family that has a 5-generation track record of innovation and invention. One of their most well-known patents is the aluminum & fiberglass Werner Ladder that is still a world leader in the ladder industry. GhostBed Mattresses:
((11") The GhostBed Mattress ~ Latex & Foam combo
Upon request, this line can be customized before purchase to suit consumer needs and preferences
  • 1.5" Dunlop Latex
  • 2" of 4 lbs/ft3 Gel Memory foam
  • 7.5" of 2 lbs/ft3 HD Polyfoam support base
(13") GhostBed Luxe Mattress ~ Poly, Memory Foam Combos
  • 1 1/2" Quilted Cooling Cover using a unique Japanese technology (Polypropylene/Viscose/poly blend)
  • 2" of 4 lbs/ft3 Phase change coated Gel memory foam
  • 2" of 3.5 lbs/ft3 Ghost Bounce Foam
  • 7.5" of 2 lbs/ft3 HD Polyfoam support base
(13") GhostBed Flex Mattress ~ Reinforced Pocket coil, Memory & Poly Foam
  • 1" Quilted cooling cover Polypropylene/Viscose/poly blend
  • 2” of 4 lbs/ft3 Gel Memory Foam
  • 1” of 1.8 lbs/ft3 pressure relieving transition foam
  • 8.5” Pocket coil innerspring unit with reinforced edge support
  • 1” HD foam stabilization layer
  • Firmness: Slightly softer than GhostBed

Service: GhostBed representatives are extremely skilled in assisting their customers to find the model that best suits customer needs and preferences. Over the years GhostBed had much public recognition for creating a positive experience for everyone who interacts with their business and for demonstrating great support to their customers.

TMU Consumer Discount:
Discount Codes: Please check out Mattress Specific Discount Codes here
Default Discount Codes: 10% off of any products
Note: All discounts codes offerred to TMU consumer members are equal or higher to any other GhostBed discounts.

Registered TMU consumer members will be able to directly connect and ask more specific questions in the Ask an Expert forum sections.
For more details please visit GhostBed’s Business Member profile .
Feel free to ask GhostBed a question about its products and services in this thread

Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
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23 Apr 2019 11:31 #2 by GhostBed
Thank you for your warm welcome! I look forward to any questions you may have :)

- The GhostBed Team Amazing Mattress. Unreal Sleep
Ph: (855) 855-4499
Family owned and operated since 2001
GhostBed TMU profile & discounts
Researching for a mattress?... read The Mattress Shopping Tutorial.

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04 Jun 2019 18:40 - 06 Jun 2019 11:55 #3 by Benjavi
Hi Everyone, first post here. Very impressed with the quality of info here, compared to what is otherwise a desperately confusing wasteland out there. I've been doing some research over the last few weeks and wading through the confusion. I was very close to buying an Endy until I came across this site - which has led me to strongly consider a Ghostbed for the better quality material. However, I came across the BBB profile for them, which was a little troubling, and I wanted to raise it here to see if anyone could provide some context. The link to the profile is below. Some reports of what seems to be fiber-glass (the fire retardant solution) coming out of the mattress causing skin irritation and getting over the bedroom. Also a series of issues with

The only reason I bring it up, is because this site, and the comments here led me to believe that among the modestly the priced foam mattresses, Ghostbed was more higher quality. However, I wondered about this whole fiberglass thing. Is that common in foam mattresses? How often does it come out. I was wondering how the site, in general selects Trusted Members, and how complaints like this are to be understood.

Now perhaps leaning towards MFC Latex (I'm in Canada) or memory foam mattress....or an Ikea Latex mattress. Really I'm struggling to make decisions here - I'm a classic millennial overwhelmed by the options and marketing out there. I'm about 5'8, 150lbs man. Want something good quality, but don't need anything particularly fancy or high end. I'm not really a fussy person, generally. I'm a

Last edit: 06 Jun 2019 11:55 by Sensei. Reason: removed links

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05 Jun 2019 10:29 #4 by GhostBed
Thank you so much for taking the time to research GhostBed! We greatly appreciate it!

Often when a company processes thousands of orders a month (especially for an item that is very personal to most of us -our sleep!) there are bound to be a few orders out of the many with issues. As you can see, we take all such matters extremely seriously, as we are vigilant in replying to all BBB inquiries. We have successfully closed all BBB cases. We pride ourselves in treating all of our customers as equally and fairly as possible. For instance, we do offer a full 101 night sleep trial. However, if a customer does reach out after 101 nights, we no longer will accept a return, since we must keep the guidelines in tact and fair for all customers. I hope this helps :)

A fiberglass scrim is extremely common in the mattress manufacturing business. We are required by law to be FR compliant. The 16 CFR Part 1633 law requires mattresses to have fire barrier fabric. The fabric scrim allows manufacturers to be compliant of the law without the use of harmful chemicals.

If we can be of any further assistance, please do not hesitate to reach out to us! We wish you the best of luck! Amazing Mattress. Unreal Sleep
Ph: (855) 855-4499
Family owned and operated since 2001
GhostBed TMU profile & discounts
Researching for a mattress?... read The Mattress Shopping Tutorial.

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05 Jun 2019 13:11 #5 by Benjavi
Thank you for your response! I totally appreciate that issues happen when manufacturing at scale - that's entirely understandable so long as the warranty supports the consumer in these cases. Can you provide a little information about how your warranty works for Canadians who purchase through amazon? I know they cover the sleep trial here, but I assume warranty still goes through you?

Is the fibreglass scrim covered under warranty? I guess I'm just a little wary hearing that in some cases, however rare, that the scrim can degrade to the point of releasing fibreglass into the room and the mattress being un-returnable because it's out of the sleep trial period...

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06 Jun 2019 12:17 #6 by GhostBed
Greetings :)

I realize I had forgotten to answer your question about trusted membership here at TMU! Each of the Trusted Members undergo a rigorous process of selection among which quality, value and customer service are highly ranked criteria. Complaints are looked at carefully as well, and are treated on a case by case basis requiring more involved back-end work and research documenting each claim. Hopefully that clarifies that aspect :)

Our warranty will always apply regardless of where our customer is located. You are correct - Amazon services the sleep trial, and we service the warranty. Here is a quick breakdown of how our warranty process works: our warranty covers visible and lasting impressions greater than 1". The customer will lay the mattress flat on the floor and will place a broomstick along the mattress (where the impression is) and a ruler going perpendicular to the broom stick. Without applying any pressure to the top of the ruler, simply take several photos of the measurement. You will email us these photos, and as long as the warranty criteria is met, the claim will be processed! Please do note that freight will be at the responsibility of the customer. In our nearly 20 years of mattress manufacturing, we've had only a very, very small amount of warranty claims ;)

The scrim is not covered under our warranty - feel free to take a look at our warranty page at . The scrim shouldn't become an issue when the mattress is in your home. Always be sure to invest in a high quality mattress protector (we love our GhostProtector!) in order to keep your mattress cover clean and protected!

Please let us know should you have follow-up questions or concerns! Also check out our 15,000++ verified reviews from our customers at . Have a lovely day! Amazing Mattress. Unreal Sleep
Ph: (855) 855-4499
Family owned and operated since 2001
GhostBed TMU profile & discounts
Researching for a mattress?... read The Mattress Shopping Tutorial.

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06 Jun 2019 12:25 #7 by GhostBed
My apologies - I posted my response too soon! I just received a phone call from our production supervisor who helped explain the fiberglass situation. The scrim never degrades; however, it is a coarse material that sometimes can almost act as sandpaper to the underside of the mattress cover. This friction causes tiny cotton fibers from the mattress cover to be released, which is what the previous customer had complained about. It is not fiberglass, and it is not harmful, but it is very messy! This happens extremely rarely, almost never. We've had only 3 instances in the last 3 years. Rest assured the 'shards' are not fiberglass.

Again, we are always here for help :) Amazing Mattress. Unreal Sleep
Ph: (855) 855-4499
Family owned and operated since 2001
GhostBed TMU profile & discounts
Researching for a mattress?... read The Mattress Shopping Tutorial.

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17 Jun 2019 13:41 - 17 Jun 2019 13:48 #8 by jjd
Not sure if this is the right place to post this, but this company seems to be a little shady. So last weekend I ordered a regular Ghostbed, which included a free mattress cover, which I didn't really care about because I already have a different cover I intend on using. I was aware that it couldn't be returned and that it would add risk to the purchase (any mattress that included a money risk of any amount in the trial was excluded from my list) so I clicked the little X by it to remove it from the cart. After I checked out, the email they sent had it included.

Hmm....Well, it was listed as just plain free, without any mention of say, a price followed by a discount of that price. I went to look at the price of the cover, $312. FWIW, had I already passed on Sleep Number because their shipping costs would have left me with about $280 at risk. So I look for a way to cancel and...can't cancel because it ships very fast. But it doesn't ship on weekends, and nobody to get ahold of on weekends.

So I figure, the mattress will probably be fine, but just in case, I'll call first thing Monday to see if I can get it canceled without a restock fee since it wouldn't move anywhere yet. I was talking to my buddy about this yesterday, he mentioned I could have gotten it cheaper at a certain place I already have a membership to (this isn't slickdeals, so I'll leave that up to the reader if they want to find out.) Ok I figure, probably not a problem because my credit card *might* reimburse for that (the verbiage is a tad murky.) It's a pain in the neck and I've only done it once in the 20 years that I've had credit cards. But, I already wanted to see if cancellation without restock is possible anyways due to the aforementioned mattress cover, and hopefully without a restock fee, so tomorrow it is.

This morning, I got up early and called them at 5:17AM my time, which is about 8:17 their time. Got a message saying they weren't available to take my call and for me to leave a message, so I figured I'd call back in about 30 minutes.

25 minutes and 4 seconds later, (yes, I'm noting the specific time, you'll see why I'm getting specific later) I called back, and explained my situation. Rep said my order was already on the fedex truck and the restock fee was to cover them taking it back off. I mentioned the weekend, asked how long ago they opened, rep backtracked and said that it wasn't on the shelf and that they already took it off the shelf, and the restock fee was to put it back on the shelf.

Then she starts sounding kind of lawyerish and said that because I mentioned returning the bed over a price difference that they might void my trial period! Fortunately, I run an app called boldbeast that blanket records literally every call I make and receive, and I played that call back and I didn't say anything about returning it because of that. Wanted to post this earlier but had to wait until I could get a lunch break.

Oh! and, just before I finished typing that last paragraph, I got a callback for the initial call I made this morning that went to voicemail, and the voice sounded like the same person. I asked if she was the same person I spoke to earlier and I mentioned the reason I called this morning, and she spoke as if it must have been somebody else, but strangely went on to talk about the later backtracked reason why the restocking fee still applied...maybe nothing for that later bit, as it sounds a bit like the way I forget calls I made earlier in the day...but still...

While at work, I read about the purple vs ghostbed lawsuit...I'm regretting spending all of that time on due diligence for mattresses and not enough due diligence about the company selling it. Anybody who searches for mattresses on the internet knows that even the worst mattress companies get glowing reviews, and for a reason. Hopefully this turns out well and the mattress resolves my back issues, but I'm going to be calling my bank today to see what my options are as they have a pretty generous policy when it comes to dealing with situations like this, and just like the rep told me, I've got all of our conversation on record, emails, texts, and all (well, not texts, but she made it a point to note that, so why not me as well?) The irony in this is that I probably wouldn't have even posted here if she hadn't decided to tell me all of that, would have just called my bank instead to see if I qualified for price protection.

Anyways, so I'm not saying people shouldn't buy from them, but exercise caution. I'll post the recordings on youtube later when I get time to edit them; you can make your own decisions based on that.
Last edit: 17 Jun 2019 13:48 by jjd.

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18 Jun 2019 16:29 #9 by GhostBed
Greetings and thank you so much for bringing your situation to our attention. We are deeply sorry you have had a negative situation thus far; we are confident once you receive your mattress you will be sleeping wonderfully and be very satisfied with your purchase :)

Our GhostProtector costs $100 in the queen size, and $120 for a king. It is the only protector I've ever found that is 100% waterproof, silent and doesn't trap heat into the mattress. I'm unsure how you saw a price of $312 -- we will be sure to bring this to the attention of our IT department.

We are very proud of our ability to ship products to our customers as fast as possible! This is why we often have verified reviews to our website where customers are in shock they sometimes have their mattress at their door 24 hours after placing their order. In order to arrive to you so quickly, they must be processed immediately on our end. Within 15 minutes of clicking "Place Order" our warehouses are at work pulling and packing product. FedEx operates 24 hours a day, 7 days a week.

It has been a longtime policy of ours that canceled orders will incur a restocking fee, as there is a cost on our end to stop an order that has already been processed. We sincerely apologize for any misunderstanding.

I will personally speak to our Director of Customer Service to ensure additional training is done to bring our customer service agents more up to speed in understanding how this process works.

I hope I was able to clarify these issues for you. We can't wait for you to experience GhostBed! Welcome to the family! Amazing Mattress. Unreal Sleep
Ph: (855) 855-4499
Family owned and operated since 2001
GhostBed TMU profile & discounts
Researching for a mattress?... read The Mattress Shopping Tutorial.

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19 Jun 2019 07:34 #10 by jjd
Thank you for responding! I'm actually not sure where I saw that $312 now that I'm looking back, there's a good chance I'm mistaken on that, so I wouldn't take it too seriously.

Just yesterday I went back to look at the website to see how I might have ordered the mattress protector anyways, and it looks like when you click the little X on the pillow that is now included instead, (which by the way, unlike the mattress protector, the pillow is something I'm interested in, and indeed I ordered one from Amazon yesterday) and click "ok" on the message that appears, it simply doesn't remove it at all. I thought I saw the mattress protector get removed outright when I placed my order, especially when I removed the default promo code to use the underground promo code. This happened in both Firefox (which I use a lot of addons for) and Chrome (which only has lastpass installed.) Might want to have your IT team look at that as there is a good reason why some of us might want to just opt out of that.

The mattress indeed got here fast, I slept on it yesterday. So far, the feel is as expected for a foam mattress, but I'm not sure if it is doing anything for my back pain yet -- so far it's slightly worse, but it's my understanding that I need to give it a few weeks at least, which is exactly what I intend on doing. The box was a bit beat up, so I did a recording of an unboxing just in case (the fedex guy rang the doorbell and I just saw the truck driving off by the time I got to the door, so no chance for me to inspect before accepting.) So far, the bed is in good shape, and the literature suggested posting an unboxing video, so I made it into a full unboxing video as much as I could (I only have my phone for a camera, and my hands are shaky due to a neurological issue, so it won't be a good one.) No apparent damage to the mattress, so all good on that end!

However! I did notice that this was manufactured and shipped from 4455 W Camelback Rd in Phoenix, which is about 14 miles from where I live. I am a bit curious as to how the rep was certain that my mattress was already removed from the shelf when I think it is unlikely that the place was even open at the time I called, or that the people responsible for opening it had eaten their wheaties yet :) Either way, I agreed to that policy when I ordered, so I'm going to accept it, but I just think it is a bit underhanded on the part of the person I spoke to.

Anyways, the trial is ongoing...

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