Quick Answer: GhostBed was born from a genuine place: founder Marc Werner's three neck surgeries and chronic pain led him to build his own mattress company. But good origin stories do not guarantee good customer experiences. GhostBed holds a 1.4 out of 5 on Trustpilot (rated "Bad"), with 24 of 28 recent BBB complaints unresolved. Sleep In builds flippable hybrids with 1,322 pocket coils in Canada, costs less than a GhostBed Comfort Foam, and is warrantied through local retailers who actually answer the phone.
In This Guide
Reading Time: 10 minutes
From Ladders to Mattresses
Marc Werner grew up watching his grandfather and father run Werner Ladder Company, one of the largest ladder manufacturers in the United States. Third-generation manufacturing. Quality-focused. The kind of family business story that builds trust.
After three neck surgeries left Werner living with chronic pain, he went searching for a pillow and mattress that would not make his nights worse. He could not find one. So in 2001, he founded Nature's Sleep in Plantation, Florida, and started building his own.
Fourteen years later, in December 2015, Werner launched GhostBed as a direct-to-consumer mattress brand under the Nature's Sleep umbrella. The company grew to 11 factory and warehouse locations across the United States, Brazil, and Spain. Some manufacturing happens in Central Canada.
That origin story is genuinely sympathetic. A man in chronic pain, drawing on generations of manufacturing expertise, building the mattress he wished he could buy. It is the kind of story that makes you want to root for the company.
Then you read the customer reviews.
A 1.4 Out of 5: The Trustpilot Problem
GhostBed's Trustpilot rating is 1.4 out of 5 stars. The platform classifies this as "Bad." Of every mattress brand we have compared in this series, including Bloom, Hush, Endy, Silk and Snow, Douglas, Beautyrest, Nectar, Purple, and Serta, GhostBed has the lowest customer review score.
That is not a number you can explain away with "a few unhappy customers." A 1.4 represents a pattern.
The complaints cluster around three themes. First, mattress firmness does not match marketing descriptions. Customers expecting a "medium" feel report receiving something closer to sleeping on a board. Excessive firmness is the single most common owner complaint across all platforms.
Second, chemical odour. Multiple reviewers describe a strong chemical smell that persists well beyond the normal off-gassing period of one to three days. Some report the smell lasting weeks, with a few describing it as still noticeable after a month.
Third, and most concerning, the return process. Customers report waiting nearly two months for refunds after initiating returns within the 101-night trial period. Some describe being unable to cancel orders within minutes of placing them, only to be charged restocking and freight fees. Several customers report that the only way they received their refund was by filing a BBB complaint.
Off-Gassing and VOCs: New mattresses release volatile organic compounds (VOCs) as compressed foam expands. A 2019 study in Environmental Science and Technology measured VOC emissions from 10 polyurethane foam mattresses and found that most reached negligible levels within 72 hours of unpacking. However, the study noted that formulation variations between manufacturers can extend off-gassing periods significantly. CertiPUR-US certification limits total VOC emissions to under 0.5 parts per million, but certification does not guarantee that the smell will be undetectable within any specific timeframe.
8 min read
What GhostBed Actually Costs in Canada
GhostBed operates a Canadian website (ghostbed.ca) and sells through select retailers including Costco Canada.
| Model | Construction | Queen Price (CAD) | Trial | Warranty |
|---|---|---|---|---|
| GhostBed Comfort Foam | 11" all-foam (3 layers) | $1,149 | 101 nights | 20 years |
| GhostBed Luxe Foam | 14" memory foam | $2,449 | 101 nights | 25 years |
| GhostBed Radiance (Costco) | Varies | $899 - $1,499 | Costco policy | Varies |
| GhostBed Dual Harmony (Costco) | Varies | $1,899 - $3,899 | Costco policy | Varies |
| Sleep In Hybrid | Flippable hybrid, 1,322 coils | $1,099 - $1,499 | Varies by retailer | Manufacturer warranty |
The GhostBed Comfort Foam at $1,149 and the Sleep In hybrid at $1,099 sit at nearly the same price point. For $50 less, the Sleep In gives you 1,322 individually pocketed coils, dual-sided flippable construction, and published foam specifications. The GhostBed gives you an 11-inch all-foam mattress with three internal layers.
The GhostBed Luxe at $2,449 is premium-priced memory foam. The Sleep In's most expensive queen model costs $1,499. The $950 difference buys you a brand name and thicker foam. It does not buy you coils, a second sleeping surface, or better customer service.
All-Foam vs Flippable Hybrid (Again)
We have covered the all-foam versus hybrid comparison in our Nectar article, but the GhostBed context adds a new dimension: the firmness problem.
All-foam mattresses rely entirely on foam density and layering to create their feel. If the manufacturer calibrates the firmness wrong, there is no coil system underneath to provide a baseline of support. The foam is the mattress. When GhostBed customers complain that their "medium" mattress feels like concrete, they are experiencing a foam formulation that does not match marketing claims, with no structural backup.
A hybrid like Sleep In separates comfort from support. The foam layers provide the surface feel (softer or firmer depending on the model), while the 1,322 pocketed coils provide independent structural support underneath. If you find one side too firm, you flip to the other. The flippable design is not just about longevity. It is about having a built-in adjustment option that all-foam mattresses cannot offer.
Dorothy, Sleep Specialist: "The number one complaint I hear from customers who bought foam mattresses online is that it felt nothing like the description. You cannot feel a mattress through a website. You read 'medium firm' and imagine something specific, but every manufacturer defines firmness differently. With a flippable hybrid, you have two options built into the same mattress. If one side is firmer than you expected, you try the other. That flexibility does not exist with an all-foam, single-sided design."
The Costco Question
GhostBed sells exclusive models through Costco Canada, including the Radiance and the Dual Harmony. If you are considering GhostBed specifically because of Costco's return policy, that changes the calculation somewhat.
Costco's satisfaction guarantee means you can return the mattress if it does not meet your expectations, regardless of GhostBed's own trial period terms. This effectively insulates you from the return process complaints that plague GhostBed's direct sales channel. You are dealing with Costco's customer service, not GhostBed's.
However, Costco-exclusive models are exactly that: exclusive. The GhostBed Radiance and Dual Harmony are not available through other retailers, which means you cannot cross-reference their specifications, read independent reviews of those specific models, or compare them directly to what GhostBed sells on its own website. You are buying a variant that exists only within Costco's ecosystem.
For Brantford Shoppers: The closest Costco to Brantford is in Ancaster, about a 25-minute drive. If you want to test a GhostBed in person before buying, options in the Brantford area are limited. GhostBed does not operate showrooms in Ontario, and in-store testing at Costco depends on whether your location has floor models available. Sleep In mattresses are available to test at Mattress Miracle, 441 1/2 West Street, any day of the week.
Warranty Promises vs Customer Reality
GhostBed offers a 20-year warranty on the Comfort Foam and a 25-year warranty on the Luxe. Those are long warranty periods, longer than most competitors. On paper, they signal confidence in the product.
In practice, the BBB complaint pattern tells a different story. Of 28 recent complaints filed with the Better Business Bureau, 24 remained unanswered or unresolved by GhostBed. Only one was marked as resolved. That is a resolution rate of roughly 3.5%.
A 25-year warranty from a company that resolves 3.5% of its BBB complaints is not the same as a 25-year warranty from a company that actually answers the phone.
When you buy a Sleep In mattress at Mattress Miracle, warranty claims go through us. You call (519) 770-0001. You talk to a person who sold you the mattress. We coordinate with the manufacturer. The process happens locally, between people who know each other, in a community where reputation actually matters.
Brad, Owner since 1987: "A warranty is a promise. Promises are only worth something if the person making them follows through. I have been in this business long enough to know which manufacturers honour their commitments and which ones treat the warranty as a marketing tool. When 24 out of 28 BBB complaints go unresolved, that tells you everything you need to know about how seriously a company takes its promises."
Who Each Mattress Actually Suits
We respect Marc Werner's story and the genuine pain that motivated him to start Nature's Sleep and eventually GhostBed. Building a mattress company from personal suffering is more authentic than most brand origin stories in this industry. The manufacturing heritage from the Werner Ladder family is real.
But sympathy for a founder's journey does not change the customer experience data.
GhostBed Might Work If You:
- Buy through Costco specifically (Costco's return policy protects you from GhostBed's service issues)
- Prefer a very firm mattress (the most common "complaint" is also a preference for some sleepers)
- Want the Luxe's 14-inch profile specifically
- Are comfortable ordering online without testing in person
Sleep In Makes More Sense If You:
- Want 1,322 pocketed coils for structural support, not just foam layers
- Want a flippable mattress with two firmness options built in
- Want to test the mattress in person before purchasing
- Value customer service that actually resolves complaints (local retailer vs 3.5% BBB resolution rate)
- Prefer spending $1,099 to $1,499 instead of $1,149 to $2,449
- Want published foam specifications you can verify
- Prefer buying from a company whose Trustpilot rating is not classified as "Bad"
Talia, Showroom Specialist: "I think GhostBed's story is actually compelling. A man with chronic pain from neck surgeries building his own mattress is the kind of origin story I wish more companies had. The disconnect is between that genuine story and what customers actually experience after the sale. A great founder does not fix a broken customer service department."
Origin Stories vs After-Sale Reality
Every mattress brand has a story. GhostBed's is better than most. Werner Ladder heritage, chronic pain, a personal mission to build a better mattress. You can see why the brand resonates.
But the mattress you sleep on does not know its origin story. It only knows whether its foam matches the firmness description, whether its construction holds up over years of nightly use, and whether the company behind it will honour its commitments when something goes wrong.
On Trustpilot, GhostBed scores 1.4 out of 5. On the BBB, it resolves roughly one complaint out of every 28. Customers report chemical smells, firmness mismatches, and a return process that requires filing regulatory complaints to receive a refund.
Sleep In scores no dramatic origin story points. It just builds flippable hybrids in Canada, puts 1,322 coils in every queen, publishes its specs, and sells through retailers who handle warranty claims in person. Sometimes the less interesting story makes for a better mattress.
Shop: All Mattresses at Mattress Miracle
Find Your Perfect Mattress at Mattress Miracle
We are a family-owned mattress store in Brantford, helping our community sleep better since 1987. Come try mattresses in person and get honest, no-pressure advice.
441 1/2 West Street, Brantford, Ontario
Call 519-770-0001Frequently Asked Questions
Is GhostBed available in stores in Ontario?
GhostBed does not operate dedicated showrooms in Ontario. Some Costco locations carry GhostBed-branded mattresses (the Radiance and Dual Harmony models), but availability of floor models for testing varies by location. The closest Costco to Brantford is in Ancaster. Sleep In mattresses are available to test at Mattress Miracle, 441 1/2 West Street in Brantford, any day of the week.
Why is GhostBed's Trustpilot rating so low?
GhostBed's 1.4 out of 5 Trustpilot rating (classified as "Bad") reflects recurring complaints about excessive firmness that does not match marketing descriptions, persistent chemical odours beyond normal off-gassing periods, and a return process that customers describe as unresponsive. Multiple reviewers report that filing BBB complaints was the only way to receive promised refunds. These issues are not isolated: 24 of 28 recent BBB complaints were unresolved.
Should I buy GhostBed through Costco instead of direct?
If you are set on trying GhostBed, buying through Costco is significantly safer than buying direct. Costco's satisfaction guarantee protects you from GhostBed's return process issues. However, Costco carries exclusive GhostBed models (Radiance, Dual Harmony) that are not sold elsewhere, which means you cannot cross-reference specifications or independent reviews for those specific models.
Is GhostBed made in Canada?
GhostBed manufactures some models in Central Canada and others in the United States, Brazil, and Spain. The GhostBed Luxe is specifically noted as manufactured in Canada. However, the company is headquartered in Plantation, Florida, and customer service operations are based in the US. Sleep In is manufactured entirely in Canada with Canadian-based support.
How does a 20-year warranty help if the company does not resolve complaints?
It does not. A warranty is a contractual obligation, but enforcing it requires a responsive company. GhostBed's BBB resolution rate of approximately 3.5% suggests that warranty claims may face the same customer service barriers as return requests. When you buy a Sleep In through a local retailer like Mattress Miracle, warranty claims go through the retailer, adding a local accountability layer between you and the manufacturer.
Sources
- Marc Werner founding story and Werner Ladder heritage: GhostBed.com, "Our Story: From Werner Ladder to Patented Sleep Tech"
- Nature's Sleep founding (2001) and GhostBed launch (December 2015): BedTimes Magazine, "GhostBed Found Success in DTC Channel" (2021)
- GhostBed Trustpilot rating (1.4/5, "Bad"): Trustpilot.com, GhostBed profile
- BBB complaint resolution rate (24 of 28 unresolved): Better Business Bureau, GhostBed profile
- VOC emissions from polyurethane foam mattresses: Environmental Science and Technology, Volume 53, Issue 20 (2019)
- GhostBed Canadian pricing and model specifications: GhostBed.ca, Costco.ca product listings
- Customer complaint patterns (firmness, odour, returns): ConsumerAffairs, NapLab complaint analysis
Visit Our Brantford Showroom
We are located at 441½ West Street in downtown Brantford. Free parking available. Our team does not work on commission, so you get honest advice based on your needs.
Mattress Miracle — 441½ West Street, Brantford, ON — (519) 770-0001
Hours: Monday–Wednesday 10am–6pm, Thursday–Friday 10am–7pm, Saturday 10am–5pm, Sunday 12pm–4pm.
If you have been comparing foam mattresses online and feeling uncertain about what "medium firm" actually means, come in and feel the difference yourself. Brad can show you what 1,322 pocketed coils feel like underneath foam comfort layers, and you can flip the mattress to compare both sides in real time. No 101-night trial needed when you can decide in 15 minutes.
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