ComplaintsforDreamCloud

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dreamcloud will not process my request for cancellation and refund. I placed an order with Dreamcloud July 17th directly by phone with a customer service representative who confirmed that my mattress would be received by July 26th, a condition of my decision to place the order. Dreamcloud’s website states shipping within 1-2 days (I have a photo). Although Dreamcloud processed my order for shipment on July 19th (I’ve been told a shipping label was created), the estimated shipment date in my online account was July 25th - 26th (I have a screenshot). I repeatedly called to understand shipping and estimated delivery timing, but was only told the standard line that because of high volume, etc. Having an immediate need for a mattress and needing to find another solution, I cancelled my order by phone with a customer service representative on July 24th. I have not received an email confirming cancellation and my online account still shows it is active, however, shipment timing has been further delayed to Aug 1-2 (I have a screenshot). I have placed multiple calls and online chats with the company but have been told that they can’t process my cancellation until it is returned (I have screenshots of the online chats) even though it hasn’t left their warehouse and shipping has been further delayed. This appears to be a tactic by Dreamcloud to indefinitely postpone cancellation and refund of my order as they will neither ship nor cancel my order. I have exhausted all means to resolve this directly with the company and there is not an option to cancel the order in my online account. I am requesting an immediate refund.

  

  Business response

  07/29/2024

  We understand the importance of providing our customers with the most accurate shipping dates and we are very sorry that we were not able to anticipate the delay that impacted your order. We appreciate you letting us know about your experience and we value every bit of feedback we receive. It is never the experience we want for any of our customers and we greatly thank you for your patience and understanding. Our records show that a senior customer advocate has assisted you with the cancellation process. Thank you for the feedback you have provided.

  Customer response

  07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a DreamCloud mattress in 2020 I believe it was; and complained to them that the matress was not comfortable; and that I couldn't sleep well on it at all. I called them about three times complaining ; then afterwards I was not able to contact them anymore; they cut off contact. Then in 2023 they sent me a message letting me know that the FTC had settle a claim with DreamCloud because of the material they falsified was used in making the mattress; and gave me a claim number to submit to get my portion of the claim. I submitted it and waited over a year to get the check with no communication; then after I call them, about a month past by then I get a $65.61 check for a mattress I paid over $1100.00 for and all the pain and aggrevation I've gone through. I don't know what the FTC got out of the deal; and I don't know what the other consumers got out of it; but the FTC wasn't swindled out of their money, sleep, and warrenty of replacement for defective workmanship and materials after ten years; so are we suppose to just loose out on everything. I know they can do a lot better than $65.61

  

  Business response

  08/12/2024

  In 2020, *** **** purchased a DreamCloud mattress that she determined was uncomfortable after a single night’s use. In this complaint, she suggests that DreamCloud “cut off contact” with her after a few exchanges, insinuating that she desired to further engage Customer Service but was prevented from doing so. This is simply not accurate. Our records show that *** **** first reached out regarding her purchase on 6/25/20.  As a matter of accommodation, on 7/3/20 an order was placed for a Sleep Bundle that she had not included in her order. *** **** again reached out on 7/16/20 to say that her first night on the mattress was not comfortable. In response, our representative advised her of our return policy and encouraged her to give her new mattress some additional time to wear in. *** **** reached out again the next day via email asking for assistance. Our CS team replied asking how it could be of assistance, but *** **** never responded. That is the last communication we have on record.
  
  While *** ****’s mattress was eligible for a return at any time within the 365 night trial period, she never made such a request. With more than four years passing since her purchase, DreamCloud is not able to accept a return.
  
  Finally, *** **** references a payment she received from the Federal Trade Commission in the amount of $65.61. That payment was issued by the federal government in connection with its now-closed investigation of certain mattress labeling. It has nothing to do with DreamCloud's warranty or Customer Service team.
  
  DreamCloud prides itself on providing outstanding customer service, but it cannot be expected to disregard its own policies and provide refunds to customers who are long-since ineligible. DreamCloud engaged in several back-and-forth emails with *** **** in an effort to resolve her concerns. We believe we’ve fulfilled our obligations to *** ****; to the extent she has any questions, she may reach out to our support team directly for assistance.
  

  Customer response

  08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: some things was not true. Me and a friend brought our mattress at the same time and we both was calling to return our mattresses and was cut off from communication from speaking with them; so we both assumed that this was one of those things we would just have to suffer; but then years later DreamCloud sends a settlement letter; we filed the complaint and it was another year that pasted when I called them and asked what was happening with the complaint; and I asked them had they began pay outs; and about one month later they sends me a $65.61 check. I called them and asked did everyone else get such a small amount and got no answer from them; which tells me that everyone did not. I just wanted to be treated fairly; but it looks like I'm not going to be. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first ordered dream cloud king size mattress with frame and sheets 2 years ago. Dreamcloud states 360 day no hassle refund, I called with 8 months of purchase as brand new mattress was dipping an do could not sleep in it, they told me send Al these pics etc and would not give me the refund as originally promised even though with time frame but would email instructions to take photos and get replacement mattress. My fiance then went to hospital with afib and almost so it did take a while to send pics after sent pics I asked again about no hassle refund I was then outside the year so they said no but I said I called within the year twice and kept getting told no we will send replacement mattress I have since had 3 replacements as I keep getting mattress with dipping issue in 2 years I have had to sleep more on my couch and floor then in a bed I spent 1500 dollars. Now it is dipong again, I sent pics as always they say we changed process send pics without weight I do send pics with yard stick to show measurement, then they say no u need to use tape measure not yard stick so I do that and honestly this has been miserable. I spent this money for good sleep And it has been worse ever since this putlrchasm I was lied to about no hassle refund all u have to do is call with 365 days of delivery, then I was told wel at least u have lifetime warranty now the 4 the mattress in 2 years and they won't even honor that. I never thought a so called reputable company would treat people this way

  

  Business response

  07/31/2024

  We are very sorry to hear that the DreamCloud mattress has not been a good fit for you. Your comfort and satisfaction are our top priorities, and we sincerely apologize for any inconvenience you have experienced.
  Please be assured that we stand by our 365-night trial guarantee and Forever Warranty. It appears that we didn't receive the requested information from you until after the 365-night trial period expired on 9/8/2022, so we offered and have honored the warranty replacements. We regret to hear that the replacements sent have not worked well for you either, and we appreciate the feedback you have provided about your experience. A senior customer advocate has reached to you to help resolve your concerns and establish a directly line of communication. If you have any questions please reply directly to them so we can provide further assistance.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered my mattresses from dream cloud in April and 2 days before they were suppose to ship they called and said the ones I ordered where not available and would I take replacement that were equal to or better these mattress are awful I wanted hybrid with the springs and I got memory foam I have contacted them several times and they agreed to send me toppers on the 22nd of June which were suppose to be shipped out in two days It is now the 15 of July still nothing also the sheets and mattress protector they advertise that were free don't even fit the mattresses and you can still go on there web site and order the mattresses I order and it says they will ship in two days which is complete lie! All I want is what I paid for and I just keep getting run around I feel as if they are a bait and switch company there sheets and pillows they give are suppose to be 400.00 and 250.00 and the mattress protectors are 298.00 these cheap things are worse that ******* brand crap!

  Customer response

  07/16/2024

  This is their headquarters address I gave you their shipping company address by mistake...**** ********** ******* **** ***** ** *****

  

  Business response

  07/27/2024

  Thank you for sharing your feedback with us. We sincerely apologize for any inconvenience and frustration you've experienced with your order, as well as any dissatisfaction with the quality of the Serenity Sleep Bundle you received. Our intention is always to provide high-quality products, and we deeply regret that the items you received did not meet your expectations. We also apologize for the unexpected delay that has impacted you order for the toppers. Please know that your comfort and satisfaction are very important to us here at DreamCloud; we are committed to resolving this matter promptly.  A senior customer advocate has reached out to you to establish a direct line of communication. If you have any questions, please reply directly to them for further assistance. 

  Customer response

  07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against DreamCloud regarding the mattress I purchased on July 2, 2024. The mattress, which was delivered on July 7, 2024, was supposed to be extra firm due to my lower back issues. However, the product received was noticeably soft, contrary to the specifications promised by the company.Upon noticing the issue, I contacted DreamCloud customer service on July 8, 2024, explaining that the mattress was not as described. The representative advised me to wait for at least two weeks, assuring me that the mattress would firm up over time. Despite my skepticism, I agreed to follow their suggestion.After continued use and finding no improvement, I called DreamCloud again on July 9, 2024, to report that the mattress remained too soft and was causing me significant back pain. I was advised to wait for a full 72 hours before contacting them again. On July 10, 2024, after 72 hours had passed with no improvement, I reached out once more, only to be told that I must wait 30 days before any further action could be taken.During this interaction, I requested to speak with a supervisor. The representative informed me that the supervisor was unavailable but relayed a message suggesting that I purchase a firm mattress from DreamCloud’s sister brand, Nectar, to qualify for a refund. I find this solution wholly unacceptable. I should not be compelled to purchase from a specific brand when the original product did not meet the advertised specifications.I am deeply dissatisfied with DreamCloud’s handling of this situation. The mattress has caused me considerable physical discomfort due to its lack of firmness, and the company’s reluctance to provide a timely and satisfactory resolution is troubling. Therefore, I am seeking your assistance to ensure DreamCloud promptly arranges to pick up the mattress and processes a full refund.

  

  Business response

  07/16/2024

  We're so sorry to hear that your mattress hasn't met your expectations with regards to your comfort needs. While we do ask our customers to give their bodies time to adjust to a new mattress, we understand that this can be difficult to do if you're experiencing pain during that adjustment period. A senior customer advocate has been in touch and, according to our records, we see that your return request has been approved and is now in progress. We'll continue to monitor and be in touch with you until the return has been completed successfully and your refund has been processed. Though we weren't able to provide you the right fit in this case, we truly appreciate your time and continued patience as we work towards a resolution together.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed frame in July 2023 with a one-year warranty. The bed frame stopped working in March. I filed a claim with the company for the warranty repair. It has been more than 3 months and I have not received any replacement parts or repair despite reaching out many times through email and by phone.

  

  Business response

  07/08/2024

  We are so sorry that your adjustable bed frame had an issue. We completely understand the importance of having the product you purchased function properly. One of our senior customer advocates reached out and we are excited to hear that you did receive the warranty part you needed and everything is working how it should. If you have any further questions or concerns please do not hesitate to reach out!

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a mattress with delivery and pickup of the preexisting mattress. Two sketchy looking men arrived. They tracked mud all over my carpet up the stairs. One fell while carrying. When they brought the mattress to my room they said what do we do with the original mattress, I said take it with you as that's what I paid for. They said we can't the trucks full. I said what am I supposed to do. They gave me a number that isn't even connected to call. They had me sign paperwork, gave no receipt and left. While attempting to clean my carpet I found a drug baggy. I don't know if it's ***** ***** ******* whatever it is but I threw it away. I have pictures of everything. I'm an inhome caregiver for two elderly and a third who's also also on disability with very poor health and have multiple dogs. This could have been LETHAL. I am beyond pissed off and upset about this and I'm not even entirely convinced it's the right product. When calling the company to let them know I was hung up on. I've filed report with sac sheriff and rancho cordova pd, informed my bank to freeze the payment and now filing this. I have no problem taking this to court. I want my refund and made it clear I do not want ANYONE associated with that company anywhere near my house. I feel extremely bothered they were even inside my house and do not trust anyting about the situation. I want a refund immediately as this is beyond unacceptable.

  

  Business response

  07/03/2024

  Thank you for reaching out and bringing this matter to our attention. We deeply regret to hear about the distressing experience you had with your recent mattress delivery and removal service.
  We apologize for the unprofessional behavior of the delivery personnel. Please know that we are taking this feedback very seriously and are taking immediate action to investigate and address this situation thoroughly. Your safety and satisfaction are our utmost priorities, and we are sincerely sorry for the inconvenience and distress this has caused you. A senior customer advocate has contacted you to help resolve your concerns and establish a direct line of communication. We appreciate your patience and understanding while we resolve this matter.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2 Twin XL sized Dream Cloud Premier Hybrid Mattresses and 2 twin adjustable frames in December of 2023. I ordered these in the beginning of December and did not receive them until the end of December due to the "so many being ordered". I received my order at different times, mattresses first and then frames. Once I received my entire order, I followed the directions as to how to unpack the mattresses and frames, allowing times for the mattresses to fully "inflate". Within weeks, the mattress cover on both mattresses started to pill, which caused the pilling to pull threads from the sheets and make it look soiled, which it isn't. The mattresses also started to cave in and are rock hard. The adjustable frames stopped working. I tried for months to contact customer service and finally was able to reach someone in May. They asked me to provide pictures of the mattresses, which I did and sent my issue with the frames to someone else, who gave me instructions on how to trouble shoot the frames. Nothing worked as far as troubleshooting the bedframes. The company then asked me for more pictures of the mattresses. I stated that I should not have to provide more pictures, as their website guarantees a 365 night trial and a no hassle refund and return policy. They have refused to issue a refund for their defective product.

  

  Business response

  06/25/2024

  We're so sorry to hear about the issues that you started to see with your mattresses and frames; this does not at all fall in line with our quality standards, and we sincerely apologize for the misunderstanding regarding your return and warranty eligibility. We understand that the warranty process can be frustrating on top of dealing with a potentially defective product and regret any stress this caused you. A senior customer advocate has reviewed your warranty request and, according to our records, we see that a full refund has been processed. Thank you for your continued patience throughout this process. If you have any further questions, please don't hesitate to reach back out to us.

  Customer response

  07/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5.24.24 I purchased a split king premier hybrid mattress with adjustable base with a frame and a headboard. I was notified that the order shipped on 6.4.24 tracking # Tracking Code: ****************************. My order# was D-********. I still have not received my order and I have called several times and they cannot answer me to where my order is. I paid extra for their White glove service for home delivery and set up by White glove svc no call from them either. I feel like this is a scam please help me resolve my issue or if you need any additional information. I would either like my order or a full refund!

  

  Business response

  06/25/2024

  Thank you for bringing this to our attention, and we apologize for the inconvenience you’ve experienced with your order delivery. We offer the option of white-glove service to make the delivery process seamless for our customers. We are very sorry to hear that we have not met your expectations, and we regret any frustration this may have caused. Our records indicate that your order was indeed shipped on 6/4, and the delivery was completed with the White Glove Service on 6/20. We appreciate your patience while we worked to fulfill your order. A senior customer advocate has reached out to establish a direct line of communication. If you have any questions or additional concerns, please reach out to them directly so we can provide further assistance. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Dreamcloud Hybrid Mattress and Sheet Set on 27 May, 2024, Order ************* Dreamcloud advertises a 2-3 day shipping window. While my sheet set shipped on June 1st, I have been unable to get any information on an estimated shipping date for my mattress. I have contacted Customer Service numerous times. The 'live chat' on their site does not work, it simply 'resets' if you click on it and I have not been able to contact support using it. I emailed numerous times and only after 3 follow-ups did I get a generic response saying my order was "slightly delayed' but giving no info on estimated ship date. Based on the amount of complaints I am seeing here from customers having a similar experience it seems obvious that Dreamcloud is knowingly being dishonest about estimated shipping times and give unacceptably poor customer service in rectifying these issues. This has been a terrible customer experience and I feel that consumers are not being properly protected from Dreamcloud and their false claims, which are a significant factor in making a purchasing decision in a competitive market. I am now left with no mattress, and have requested a full refund including returning the sheet said at no cost to me.

  

  Business response

  06/26/2024

  We understand the importance of providing our customers with the most accurate shipping dates and we are very sorry that we were not able to anticipate the delay that impacted your order. We appreciate you letting us know about your experience and we value every bit of feedback we receive. It is never the experience we want for any of our customers and we greatly thank you for your patience and understanding. Our records show that a senior customer advocate is assisting you with the cancellation process. Thank you for the feedback you have provided.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩