John W.

There is no way to give NO stars so...

I spent AGES researching beds. Nearly two years while I saved up the money. When I finally settled on the Luxe Ghostbed for its quiet massage, cooling properties and 'incredible' 101 day-trial, I spent WEEKS on their site and chatted with several of their 'representatives' online trying to cover all my bases because this was a HUGE purchase for me. I've spent less on used vehicles.
Important note, I bought full 'head-to-toe''. Full-on everything for 40% off foundation, mattress, pillows and sheets (with a mattress protector thrown in 'free') for just about $2500. Couldn't really afford it but they offered an interest free payment plan. Over and over and OVER AGAIN I was assured that their 'return policy' was 'FULLY inclusive'; an absolutely no hassle, free pick-up with 'no questions asked'.
Finally, I bit the bullet and made the purchase.

*Nothing arrived on time. NONE of the bundle arrived together. Mattress first, bed later, sheets and pillows separately.
Fine, that sucked, but for the first time in over a decade, I had an actual BED (so so SO exciting!, right?)

Wrong.
*The 'whisper-quiet' massage is dead on. Quiet as a mouse. Its vibration, on the other hand, can be felt in the walls and floors of other rooms in the house because of the crawlspace beneath the flooring.
Insult to injury, it's the frame that vibrates ('vibrate' is not synonymous with 'massage', FYI) and by the time those vibrations get through the thick 'firm' mattress, there's nothing 'massage' about it, barley felt on the skin surface as a vague annoyance.
*I mentioned repeatedly to the reps I chatted online with that I've got severe back and hip issues. This bed was their recommendation for its 'excellent support' being the reason 'most people go with it'. There is no support. I felt like a twisted pretzel having to roll out of the bed every time to lay flat on the floor for ten or fifteen minutes just to get some mobility back.
*I have chronic pain so my blood pressure runs high, keeping ME running hot and I was used to tossing and turning in my own sweat all night. The reps made the Cool Tech sound like some sort of miracle. I noticed absolutely no difference whatsoever. None.

So, of course, I wasn't about to keep it, but I gave it their requisite thirty-one days before contacting them that I wanted to return it.
*It took eight days for someone to respond and even with my FULL description of why the bed wasn't acceptable on their 'return application', their email was apologetic that I didn't like it and wanted to know 'why'.
I obliged to respond back repeating all the reasons I didn't want the bed though was a bit pointed that all the reps I'd spoken to had said 'no hassle/no questions'. Every one of them had said that.
*They sent another email ten days later 'suggesting' that I give it more time and inquiring AGAIN what 'specifically' it was that I didn't like and alluding that they would be happy to accommodate any exchanges I would like to make.
I sent back that I didn't want exchanges. I wanted my money back and them to get their bed as I was promised was their policy by their reps.
*Another six days got a response that they understood and I had- I, as in me myself and I- had twelve days left to send it back.
My response was shocked that I'd only had it about sixty-four days, and that their 101-day trial came with free pick-up the same as it had delivery. I was subsequently informed that the 'sleep on it a hundred days!' trial, started the day of PURCHASE, not the day of receipt. I was over thirty days into it before I even got the entire bed.
They continued to explain that due to COVID (which was in full swing when I purchased the 'bundle' and hadn't stopped them from making the delivery) they no longer offered pick-up despite that being a main selling point. My protests that I couldn't afford to ship something like that and didn't have a truck to drive it up into Houston and couldn't move it myself even if I did, was met with how my only other option was to donate it to one of their 'approved' charities, get the receipt and send it in. They even provided the phone numbers. Not one of their 'approved' charities have pick-up programs for furniture in my area.
*MOREOVER: Once they finally accepted that I wanted to return it, I was absolutely dumbfounded that the 'estimated amount' I would be refunded was about $250, ten percent of what I paid for it. Why? Because their 'all inclusive, no hassle, free pick-up for a full refund' was FOR THE MATTRESS ONLY, and that the discounted 40% was rescinded upon return. After they took out the Full Price of just the mattress, $250 was all that was left. They would not accept a return on the foundation PERIOD, and despite that I hadn't even opened the sheets and pillows (because I bought my own at Wal-Mart when they showed up so late) they were only returnable for thirty days.
*I was referred to the Official Return Policy, which while advertisements baldly stated 'FULL REFUND' 'FREE PICK UP' and 'NO HASSLE', the actual link to the fine print of the policy wasn't even highlighted or colored to let consumers know to click on it for all the dirty little hidden loopholes they gave themselves to make screwing over their customers legal. A representative had to walk me through to instruct me where to put my mouse to access the link.
MOST IMPORTANT TO NOTE!: When I put up a fuss that they were not adhering to their representatives' portrayal of the refund policy and I wanted the WHOLE bed gone with a FULL refund of my money as I was promised repeatedly during online chats… 'the company is not responsible for any 'misunderstandings' on my part or misrepresentation by their 'sales associates'. Notice how it stopped being 'our representatives'?
Because after my '101-days' were done I was still trying to fight it but they stopped responding to emails at all. I called a few times and spent over an hour, and once almost three before my phone battery died, being put on hold and passed back and forth between departments. When I would log into my account on their site, the 'Chat' function kept giving me a 'no agents currently available' message. It wouldn't even put me in a queue.
So, thinking I was being sneaky, I opened a chat as a guest. As soon as I explained to the rep (who picked up in less than four minutes of wait time) that I was already a customer and was dealing with return issues, the chat mysteriously disconnected. I'd used it without failure eight separate times before. I tried again to see if it was a fluke. It wasn't. Once again, as soon as I gave my Order Number, they asked for my patience to look into it and the chat abruptly disconnected again.

***What was supposed to be an exhilarating, physically life-changing experience turned into a degrading, demoralizing and EXPENSIVE nightmare. I'm stuck with an entire bed it HURTS me to sleep in and takes up about 70% of my bedroom that I can't move. With no space for a second bed, I opted to replace my busted up, 20-year-old La-Z-Boy recliner and went back to sleeping in my chair.
This company does not care about a quality product, or keeping their agents' promises or Satisfactory much less Excellent customer service. All they care about is getting your money, and as much of it as they can no matter what misleading information they have to give or what truths they keep to themselves.

SUGGESTION: BUY LOCAL, someone you can go see face-to-face again if you have problems. Someone that can't hide behind a legal department that smirks at threats of small-claims lawsuits.