Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a DreamCloud mattress on 10/22/24. I paid $1426.67. The mattress was delivered and used until recently. DreamCloud offers a 365 night test to determine if you want to keep the mattress or not. We decided the mattress is not for us (uncomfortable). We contacted DreamCloud by phone on 06/20/25 in order to request a return for the mattress and get a a refund per the 365 night test policy. I was told that a 3rd party (Sharetown), will contact us within 5 business days to pick up the mattress and once confirmation is then given to DreamCloud, we will be issued a refund back. ********* never contacted us. We then contacted DreamCloud on 06/27/25 and have been disconnected, hung up on and after numerous attempts, i finally spoke to several different people in regards to this issue. I was given a number to call ********* **** *** ***** and was told to ask for ***** No one picks up or calls me back when i leave voicemails. I am now stuck in a continuous loop of not getting this resolved. I have now spent numerous hours on this issue with calling back to DreamCloud and ********* and I would like to finally get this resolved and move on from DreamCloud. They advertise that returning the mattress is an easy process, which it is not. I would like my money back ASAP and let all consumers know that returning a mattress to them is a very difficult and frustrating process.

  

  Business Response

  Date: 07/09/2025

  We are so sorry that this has been your experience with trying to return your mattress. We work very hard to ensure our return process is as simple and quick as possible. I understand this has caused you frustration, and this is never what we want for our customers. I do see that we were able to process your full refund once the return was completed. Please let us know if there is anything else we can do!

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $2800 Mistake – Misleading Trial and Return Policy
  
  We spent $2800 on a DreamCloud mattress and adjustable base, expecting a premium sleep experience and peace of mind thanks to their heavily advertised 365-night trial. What a mistake.
  
  The mattress itself was a huge disappointment—far too soft, despite dozens of reviews claiming it was firm and supportive. Both my wife and I started waking up with back pain. But the worst part came when we tried to return it.
  
  We found out that the adjustable bases—by far the most expensive part of the purchase—are only eligible for return within 60 days, not 365 like they imply. (That is not listed anywhere that i can find on their website) That fine print is buried and completely contradicts the impression they give in their marketing. The 365-night trial only applies to the mattress, not the full setup.
  
  We felt completely misled. Customer service was dismissive, and there was no flexibility, despite the high price tag and dissatisfaction. This was not a risk-free purchase—it was an expensive trap.
  
  DreamCloud’s return policy is deceptive, and their product didn’t live up to the hype. Save yourself the money and the headache—buy from a company that’s honest about what they’re selling.

  

  Business Response

  Date: 07/02/2025

  Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that your DreamCloud experience did not meet expectations. We completely understand how frustrating it must be to feel misled, especially after making such a significant investment in your sleep. We regret that the mattress did not provide the comfort and support you were hoping for, and we sincerely apologize for any confusion surrounding the 365-night trial. While the trial does apply specifically to the mattress, we understand how the marketing may have led to a different impression, and we are actively working to make our policies more transparent and easier to understand. Regarding your return experience, we’re very sorry if you felt dismissed. That is never the experience we want our customers to have. After reviewing your case, we’re pleased to let you know that your order has been refunded by one of our Senior Customer Advocates. We appreciate your feedback. It helps us improve and better serve our customers. If there is anything more we can do to assist you, please don’t hesitate to reach out.

• Initial Complaint

  Date:06/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress on 6/7/2025 for approximately $1,729. The mattress was originally slated to be delivered three days later on 6/10/25. Then it was changed to 6/12/25. After the mattress still did not arrive, I contacted customer service, Archie, who said they would look into this matter personally and get back to me the next day. They did not. Then I called customer service and they apologized and said it would be shipped that Friday, 6/13/2025. The following Monday, it shows as still not being shipped. I called customer service the following Tuesday and they said it would arrive by today, 6/17.25. The tracking information shows it still has not left for shipping. The website still advertises their product as in stock and to be delivered within 2 -3 days. This is false advertising and accepting payment for a product/ service not provided. This has been a waste of my time and a huge inconvenience. I am demanding a full refund if they do not have this in stock and it does not get delivered by 6/20/2025.

  

  Business Response

  Date: 06/21/2025

  We sincerely apologize for any frustration caused by the delay that you've experienced. This is not at all the kind of experience we aim to provide our customers and we truly regret to hear that we haven't met your expectations. According to our records, there was a small error that caused the delay that has since been resolved and we're happy to report that your mattress was delivered. A senior customer advocate has also reached out to provide further assistance. Thank you for your patience and, if there is anything else we can help you with, please let us know!

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DreamCloud advertises IN STOCK 2-4 day shipping. We made our purchase on 6/10 and was told by support that the mattress will not go out for shipping until 6/28 and then can take another 3-5 days for it to arrive at our home.
  
  The reason for going with dreamcloud was because of their ad showing 2-4 days for shipping because we are moving into a new home.

  

  Business Response

  Date: 06/20/2025

  Thank you for sharing your feedback. We sincerely apologize for the unexpected delay that impacted your order shipment and for any frustration caused. Customer satisfaction is very important to us here at DreamCloud; please know that this is not the kind of experience we want for our customers. We understand that the timing of your delivery was especially important given your upcoming move, and we regret that we were not able to meet your expectations in this case. A senior customer advocate has reached out to you to establish a direct line of communication. We appreciate your patience while we work to fulfill your order as quickly as possible. 

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October on 2024 I purchased a king sized memory foam mattress with Dreamcloud. In March 2025 I had to purchase a new mattress due to a hump forming in the middle of the existing mattress and subsequently filed a request for return/pickup of the first mattress. Due to shipping delays I was unable to replace replace the existing mattress with the new one causing my return/pickup claim to close out. I’ve since tried 3 additional times to return the mattress, new claims issued, and no contact from the pickup company *********. The mattress is not soiled or stained. Please help me return this mattress before the 365 day runs out.

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out and sharing your experience with us. We understand that the return process, including the shipping timeline and coordination with the pickup provider, could have benefited from clearer communication. We truly value your feedback, as it helps us identify ways to improve.
  
  According to our records, it looks like this matter has since been resolved, and one of our Senior Customer Advocates was able to assist you in completing this. If you have any remaining questions or need further support, please don’t hesitate to reach out.

• Initial Complaint

  Date:05/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 17,2025 I ordered a Dreamcloud mattress with white glove delivery (order #********). Delivery was subsequently scheduled for 5/6/25 between 12and 5 pm. I was told we would receive a call 1 hour before the delivery. The morning of 5/6/25 one of my children picked up our old mattress for their use in a spare bedroom so I needed the delivery so I would have a mattress to sleep on the night of 5/6/25. At 6:00pm I had not received a call nor had the mattress been delivered. I called your customer service number and after trying to reach "HUB" (the delivery carrier???) they could not tell us what happened nor could they tell us if/when we would get the mattress. That night I went to a local mattresses store and bought a mattress that was delivered 5/7/25 so I only had to sleep on the couch for one night. On 5/7/25 I contacted Christopher T at Dreamcloud and told him what happened and asked that they cancel the order since you had not delivered on your commitment to deliver that mattress between 12 and 5 on 5/6 AND because you could not tell me when or if I would be getting the mattress when I called, which forced me to buy a new mattress, I needed to cancel my order. Christopher confirmed the cancellation in an e mail to me dated 5/7/25. The credit to my credit card came through on Sunday 5/11/25 and it was $216.41 less than I paid. Today I was told that the white glove delivery, that caused the problem, is non-refundable. So the delivery company gets paid when they did NOT make the delivery???? I was also told that you have nothing to do with the White Glove delivery. If something happens it is not Dreamcloud's fault. I asked where in my sale paperwork does it tell me that if I cancel that the White Glove delivery charge is non-refundable. Since the sale was not completed due to the negligence of Dreamclould's contractor I think it is only correct that a full refund is provided. I would like my remaining $216.42 refunded to me. Thank you.

  

  Business Response

  Date: 05/15/2025

  We are so sorry that this was your experience with your White Glove Service delivery. We strive to provide the best experience for our customers and hate to hear that you had to get a mattress elsewhere. We understand why not getting your mattress delivered when you're expecting it can be an inconvenience and cause frustration. One of our senior customer advocates has reached out to help!

  Customer Answer

  Date: 05/19/2025

  
  
  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

  Date:05/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER #D-******** I have had nothing but issues with dreamcloud, first off they sent me a headboard and frame set that was cracked in half and damaged in many areas, fedex even had an alert on there website showing the box was damaged in transit, dreamcloud then had me send pictures of the damage and as of today I still have not received my refund back to my credit card. then I can not use the mattress they sent me without a frame, not only that i did not like the mattress when I unboxed it , I am requesting a full refund back to my credit card for this damaged bedframe set which I sent in pictures of and the mattress I can not use on a damaged bed frame

  

  Business Response

  Date: 05/19/2025

  Thank you for bringing this to our attention. We're truly sorry to hear about your experience.
  We see that you're currently working with a Senior Advocate, and we're just awaiting a few additional details from your end to move forward. To help expedite the resolution, please respond to the email we previously sent.
  We appreciate your patience and look forward to resolving this for you as quickly as possible.

  Customer Answer

  Date: 05/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  i am requesting a return and refund of the mattress   it is to firm for me, 
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 05/26/2025

  We are happy to work with you on your return. A senior customer advocate has reached out to help resolve this for you. Please respond back to them directly so we can ensure you're taken care of quickly!

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received 1 email from the senior manager and I am shocked at how poorly ran this company is.  First off in her email she mentions the bed frame saying she wanted pictures, I ALREADY SENT IN THOSE PICTURES 1 MONTH AGO AND THEY ALREADY REFUDNED ME FOR THE BROKEN DEFECTIVE BED FRAME.    i now want to return the MATRESS.  HOWEVER I HAVE MOVED TO A NEW ADDRESS  605 E HOUCK STREET HERRIN IL 62948..WHEN CAN THEY PICK IT UP?  I HAVE BEEN EMAILING DREAMCLOUD FOR A MONTH TRYING TO RETURN THE MATRESS AND THEY ARE NOT RESPONDING TO MY EMAILS

  
  
  
  Sincerely,
  
  
  
  *** *******

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received 1 email from the senior manager and I am shocked at how poorly ran this company is.  First off in her email she mentions the bed frame saying she wanted pictures, I ALREADY SENT IN THOSE PICTURES 1 MONTH AGO AND THEY ALREADY REFUDNED ME FOR THE BROKEN DEFECTIVE BED FRAME.    i now want to return the MATRESS.  HOWEVER I HAVE MOVED TO A NEW ADDRESS  605 E HOUCK STREET HERRIN IL 62948..WHEN CAN THEY PICK IT UP?  I HAVE BEEN EMAILING DREAMCLOUD FOR A MONTH TRYING TO RETURN THE MATRESS AND THEY ARE NOT RESPONDING TO MY EMAILS
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 06/03/2025

  We sincerely appreciate your cooperation and patience as we worked together to resolve this matter. Your time and understanding have been greatly valued. We have issued a refund in response to the issue, and we thank you for giving us the opportunity to address and resolve your matter.

  Customer Answer

  Date: 06/04/2025

  
  
  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

  Date:05/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website falsely said that the sheets were $600 dollar sheets and that they were 100% cotton. I have tried to chat and call with no resolution. All I asked for was 100% cotton sheets like they said I would receive. They told me bc it was a gift and part of the bundle that I got the lien.. really polyester sheets with it. However when I go to my invoice and I click that item… it brings up that the item is 100% cotton. If there is a difference A. They should have a link that specify the correct blend… B. The price is completely off if their polyester linen sheets. They are not values at $599. Feel free to contact me.

  

  Business Response

  Date: 05/17/2025

  We sincerely apologize for any miscommunication regarding your order and we greatly appreciate you taking the time to bring this matter to our attention. According to our records, we can see that a resolution is in progress and that a senior customer advocate has reached out to open a direct line of communication. Please respond to the email that's been sent so that we can ensure we can get you taken care of as quickly as possible. Thank you for your continued patience as we work towards a resolution together.

  Customer Answer

  Date: 05/19/2025

  
  
  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

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Dream Cloud bundle on 4/29/25- it included a Dream Cloud Premier Rest Hybird Mattress, Adjustable bed frame, extended insurance on the adjustable bed and a Serenity bundle that came with a mattress protector, 2 cooling pillows and sheets. However, I realized I did not include white glove service and called back the same day and spoke with *****. He advised in order to include white glove on the existing order it would need to be cancelled. So, he cancelled the order on the 29th. I reordered everything the same day with the white glove service.
  Today, Fedex left the adjustable bed and mattress on my front porch. I also received an email that the Serenity bundle was delivered today, but it was not delivered. I need these cancelled items to be picked up from FedEx and I have been on hold with Dream Cloud customer almost 45 minutes and still have not spoken to anyone. I also sent them an email. Please also note, the cancelled items were not done properly and I was charged $4600 and some change. I filed a dispute with my bank yesterday and Dream Cloud has refunded the money today. This has been an absolute nightmare. And I still do not have my current order.

  

  Business Response

  Date: 05/07/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and frustration this experience has caused. It appears that, despite your cancellation request on April 29th, the items from your original order, including the mattress and adjustable bed frame, were mistakenly processed and delivered. You should not have received these items, nor should you have been charged. Our records indicate that a Senior Customer Advocate has since contacted you, and it has been confirmed that everything has been picked up and the order has been canceled. We appreciate your patience throughout this process, and we want to assure you that we’re committed to preventing similar issues in the future. If there’s anything else you need, please don’t hesitate to reach out. We’re here to help and will make sure your concerns are fully addressed.

  Customer Answer

  Date: 05/08/2025

  
  
  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

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DreamCloud advertises 1-2 business day shipping on items. My item was ordered on the 19th and has not shipped. Customer service does not answer calls or emails. Additionally, the business is unable to tell me when my order will be shipped. The advertising they provide is categorically false and misleading.

  

  Business Response

  Date: 05/01/2025

  Hello *******,

  Thank you for bringing this to our attention. We understand how important clear and timely service is, and we regret to hear that your experience fell short of expectations. We recognize there was an opportunity for improved communication throughout your order process, and we appreciate you sharing your perspective so we can continue to refine how we support our customers. We’re glad to share that a Senior Customer Advocate has since connected with you directly and was able to help resolve the matter. If there's anything further we can assist with, please don’t hesitate to reach out. Thank you again for your feedback.