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:02/22/2023

  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.

  My husband ************************* and I bought a Dreamcloud (parent company: Resident) queen ******** on 12/14/2020. The order total was $978.64. It was delayed being delivered, but we overlooked that. Over the past six months or so, weve noticed it sagging. Its become worse and worse and now we can barely sleep on the bed. We both end up rolling toward the middle because it says so deeply, and wake up sore. Ive spoken to customer services a few times (in December 2022) and was told that they could not reimburse me for the defective ********. Their lifetime warranty only allows for repairs or replacements, and we have no interest in continuing to use their products after this experience. My husband has ongoing neck problems (degenerative discs which cause pain and stiffness) and other chronic pain issues, and I have moderate scoliosis, so this is also a health matter for us as well. It seems unacceptable that a ******** costing about $1000 should only last a year and a half or so, before becoming unusable and potentially dangerous.

  

  Business Response

  Date: 03/01/2023

  We're so sorry to hear that your mattress was defective and causing you so much discomfort. While it is very rare, defects do happen which is why we stand by our Forever Warranty. We hate to see that you don't wish to continue with us, but we understand that we weren't able to provide you with the experience we aim for with all of our customers and that your comfort and health comes first. A senior customer representative has reached out to open a line of communication and take care of this for you as quickly as possible. Thank you for your feedback and patience as we work to resolve this.

• Initial Complaint

  Date:02/22/2023

  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 ordered ******************* for my bed which I purchased through Dream Cloud. I received call from local delivery company for delivery. I set up/ delivery. Later the same day, I recieved notice that my mattress would be coming in 5 more days. This is when I realized something wasn't right.I called local delivery and they informed me that they only would be doing the frame. They had no information on the mattress. Looking at the email for the mattress again, I learned it was being delivered by ******(5 days later)I called customer service number for ********************** ( which by the way is a 3rd party and follow scripts) and was informed only then the $199 service I paid for will not work on my mattress. Which by the way is the most expensive Cloud mattress. For my money I will only get frame set up. The biggest reason I chose to pay for the ******************* was to be One and done. I really wanted my old mattress taken away and my new bed ready to go. I would have not paid for this if I knew it was only for the frame that my husband could have done easily! After I purchased I recieved an email from the company telling me what to expect upon delivery. The only thing it told me about my mattress was I had to inform delivery company they would be taking my old mattress. Not a word about my choice of matresses is exempt. It really upsets me also you are NOT talking to the company when calling customer service!

  

  Business Response

  Date: 02/26/2023

  We're so sorry about the misunderstanding with our Premium In-Home Setup. We absolutely understand the desire to have everything done at once and that this desire is what **** you to the service. We apologize for the frustration that any lack of clarity on the availability of this service may have caused. A senior care advocate has been in touch with you to resolve this issue and if there is anything else you need, please let us know. Thank you for giving us your valuable feedback and we hope you enjoy your new mattress!

• Initial Complaint

  Date:02/16/2023

  Type:Billing 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.

  DO NOT BUY FROM THIS COMING, THEY SPECIALIZE IN BAIT AND SWITCH. On Feb. 6, 2023 I ordered the DreamCloud ********************** when I ordered they said it would ship within 7 days. It's now been 10 days and the are saying it won't ship until Feb 20 - Feb 22. This is nothing more than bait and switch, on there website they advertise shipping within 1 - 3 days. They also charge your credit card the full amount when nothing has even shipped out yet. This company is a total fraud. When contacting customer service they can't provide an exact ship date or inventory count to even assure me they have the mattress available. I would never recommend anyone buying anything from DreamCloud. My order number is D-********.

  

  Business Response

  Date: 02/18/2023

  We sincerely apologize for the delay in getting your mattress to you. When you ordered your mattress, we did provide the expectation that it would ship within 5-7 business days but we know that we have gone beyond that initial expectation and are truly sorry for the frustration and disappointment this has caused. A senior customer advocate has reached out to open a direct line of communication and will continue to monitor your order personally to ensure its safe delivery to you. Our records indicate that the mattress has now shipped and we expect it to be with you soon. Thank you for your feedback and all your patience as we work to complete your order.

  Customer Answer

  Date: 02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: I still don't have the mattress and this company has shown a history of delayed shipping. I won't approve any response until I have the mattress and can see that it is not damaged.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/23/2023

  We completely understand your need to see the delivery of your mattress completed before accepting our response. We're happy to see that, according to our records, your mattress was delivered yesterday, 2/22. If you have any further concerns or questions, please let us know!

• Initial Complaint

  Date:02/11/2023

  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.

  I purchased the dreamcloud mattress, which offers a 365 sleep trial, I've emailed the company. I sent several pictures, they're claiming that they don't have the picture they need. There are no more tags on this mattress, and no tags were removed from this mattress! So your purposely trying to get out of honoring their 365 day trial. The mattress does not hold up on the edges so I literally do slide off the sides, it is not from enough and under no circumstances meets the guidelines of firmness that they said it would. It's not been three extra days that they have not responded. I want refund for this defective mattress and for them to honor their warranty

  

  Business Response

  Date: 03/14/2023

  We are so sorry that your Dreamcloud mattress didn't work out as you hoped. We try to make our return process as simple as possible and hate that it caused you frustration. Our records indicate that your return has been completed and your refund processed. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair 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.

  Purchased mattress online on 2/8 at 1:29pm with additional $199 option of delivery to home with installation. Called on 2/9 at 9:55am to cancel order due to unexpected personal expense. DreamCloud will process the refund for the mattress but not the $199 installation fee. Per the operator, there’s a disclaimer under ‘terms and conditions’ stating this item to be non-refundable. Not only is the ‘terms and conditions’ link barely visible on the website, but the notification of the fee being non-refundable is not at all present when choosing the installation option. With no delivery confirmation of item and trying to cancel the purchase within less than 24 hours, the company refuses to provide a full refund.

  

  Business Response

  Date: 02/12/2023

  We are sorry to hear that this has been your experience with us here at Nectar. We work very hard to ensure our customers have a full understanding of our services. We understand your frustration and one of our senior customer advocates has reached out to ensure we get you taken care of. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 02/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19372069, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/27/2023

  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 purchased a Dream Cloud Premier ************* with headboard/***** for $2,628.14 on 1/15/2023. On 1/23/23 I was contacted by the delivery company. I was told they would deliver a queen size headboard/****** I told them I purchased a king ****** On 1/25/23 the delivery company informed me they reached out about the mistake, and Dream Cloud had yet to respond. I called Dream Cloud spoke with ********, who spoke to her team about my order. ******** finally informed me that I ordered the wrong size ****** I asked about doing an even exchange on the ***** as both cost $499. ******** told me they don't do exchanges even though the price is the same. She said I had two choices: 1) Wait for the queen ***** to return to the warehouse and lose my $199 installation fee; then purchase a king headboard/***** and pay another $199 installation fee; 2) Exchange the king ******** set for a queen set, keeping the queen ****** I told her that I purchased a king size bed as I am upgrading. Also, I asked numerous times to speak with a manager. She told me I can't speak to management as it's against their policy. I asked why are they keeping my $199 installation fee if I never received the ***** or had it installed. ******** said that once an order is placed it goes to 4 different warehouses. Furthermore, there's no review of orders that are submitted to them. ******** said it was my error when I placed the order and they can't accommodate my request of exchanging the ***** for the correct size. I decided to cancel the ******** order immediately to get the full cost of it refunded. I have to wait for the ***** to be returned by the local company before I am refunded the $499. I will not receive the $199 installation fee because they were paid even though they never installed the ****** Therefore, I have to eat the cost for the installation. To lose money and be out of a bed is truly disheartening. I wish I had read the complaints on BBB before purchasing a bed from Dream Cloud.

  

  Business Response

  Date: 01/28/2023

  We completely understand mistakes can be made while placing an order, and we make every effort to be accommodating and provide resolutions for these situations. We have provided multiple options for your issue and will be happy to proceed with whichever you choose. One of our senior customer specialists has reached out to you directly to assist you with your request to cancel your order. We appreciate your feedback regarding your experience and your patience as we work with you to resolve this issue.

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I received a call from a representative from Dream Cloud on Saturday January 28, 2023. During that phone call the rep informed me that they would be refunding the balance of my purchase from Dream Cloud. That refund included the headboard/frame $499 and the installation fee $199 which was never used because I never received the merchandise.
  
  I am satisfied of the outcome of this claim. Thank you BBB for assisting me.

• Initial Complaint

  Date:01/23/2023

  Type:Sales and Advertising 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.

  My son ordered a DreamCloud mattress in December. I put it on my credit card as a gift to him. At the time, DreamCloud had a Refer Friends and Family offer, which stated that both my son and whoever he referred to would each get a $75 Amazon gift card. He referred me and I ordered a DreamCloud mattress for myself. When we didn't receive the gift cards, I contacted **************** and was told the offer didn't apply since we used the same credit card. Yet, nowhere did this disclaimer appear in the offer. I have been trying to get the company to honor their offer ever since. At one point, they offered $50 to each of us, which I declined because it was not what was offered. Later, they gave me a $75 credit (not what I requested) ...again because that did not meet the terms of their promotion.

  

  Business Response

  Date: 01/31/2023

  We completely understand that you were unaware of the requirements for our Refer a Friend Program. Due to the misunderstanding, a senior customer specialist has reached out to you directly to provide a direct line of communication and to assist you with our program. We appreciate your feedback and for taking the time to share your experience. We hope that you and your son are enjoying your new mattresses.

• Initial Complaint

  Date:01/21/2023

  Type:Delivery 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 my new mattress on 1/9 and still have not received it. The date has now been pushed back twice. I got one notification about the first push back and then nothing in regards of the second. The only reason I know is because I called and asked what is up with my mattress. I ordered this mattress because they are supposed to be the best. I am having back pains and not getting a good nights sleep on my current mattress which is why I purchased this one. My current mattress is so bad that my mental health is started to struggle from not being able to get a decent nights sleep. I ordered this mattress to help me and so far I have not been helped. I need my mattress to be delivered to me ASAP. I do not need any additional delays I don't care for a **** credit I want my mattress delivered to me so I can get some sleep.

  

  Business Response

  Date: 01/24/2023

  We sincerely apologize for the unexpected delay you experienced with the shipment of your mattress and we are very sorry for any inconvenience caused. We certainly understand your frustration and appreciate the feedback you have provided about your experience. While we see that the mattress has not shipped yet, we have had one of our senior customer advocates reach out to open a line of communication and to personally monitor your order. Thank you for your patience as we get your mattress to you and, if you have any questions, please respond directly to the email sent out.

  Customer Answer

  Date: 01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Although you have a senior person reaching out to me this does not really do anything for me needing my mattress. I am not sure why this is taking so long but I do not get any real answers when I call to speak about it. I am having issues sleeping which is why I ordered a new mattress. I could've ordered any other brand, but I ordered Dreamcloud because they are supposed to be elite. They are supposed to be the best and right now you guys are not acting like the best with these half answers on my delayed mattress. I am not even asking for a discount or anything I am asking for my mattress to be sent to me so I can finally have a good night's sleep.

  

  Business Response

  Date: 01/31/2023

  We sincerely apologize for the unexpected delay in getting your mattress to you as well as the stress and frustration this situation has caused you. We absolutely hate that you have had this experience with us, but we do greatly appreciate your continued patience as we've worked to get your mattress to you. We see that your mattress was successfully delivered as of 1/30 and we hope that you find it to be your perfect match. If we can be of any additional assistance please let us know!

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  This company needs to do better as a whole.

• Initial Complaint

  Date:01/11/2023

  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.

  I purchased a mattress and headboard from DreamCloud, the headboard was delivered on November 30, 2022. I made the mistake of not immediately opening and setting up the bed; upon inspection I immediately emailed DreamCloud to inform them the headboard needed to be returned, they inquired as to why and I stated the color was wrong and the quality was poor. I was told that I would need to send photos to initiate a return; which at no time during the sale process was I informed returns would be an issue- quite the contrary- I was told on numerous occasions that returns were a no hassle process. The requested photos were sent and acknowledged by DreamCloud on January 3, 2023. At the last email dated January 4, 2023, their response ******** : "Thanks for getting back in touch. We would love to get this taken care of as quickly as possible. We have reached out to the appropriate team and they will reach out within 24 hours." The email is from ******** ** To date (January 11, 2023) I have heard nothing. *********

  

  Business Response

  Date: 01/12/2023

  We're so sorry to hear about your frustration with the return process. We aim to make returns as hassle-free as possible, but it's clear that hasn't been your experience. One of our senior customer advocates has reached out to you directly to assist you with completing your return. Please reply directly to the email we've sent so we can take care of you. We greatly appreciate your feedback and your patience as your return is handled.

• Initial Complaint

  Date:01/03/2023

  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
  ORDER #**********
  ORDER DATE: December 9, 2022
  
  I purchased a mattress, when the mattress arrived it was in good condition, however, I decided against a new mattress and contacted them to initiate a return so I could receive a full refund.
  
  I contacted the chat via the Dreamcloud website and was told that I would receive an email to finish the return process. This was on 12/14.
  
  I sent pictures of the mattress with the plastic still on it but without the box, as when I received it I discarded the box as I assumed I wouldn't need it. I did not receive a response and sent a follow up 12/30.
  
  I do not think it was professional that I have to follow up about this, but I have since emailed the company and gotten the same response from 4 different support agents. They do not seem to read my return process history and there has been no progress.
  
  I would like them to initiate a pickup of the unwanted mattress and a full refund for the purchase.

  

  Business Response

  Date: 02/28/2023

  We are sorry that your Dreamcloud mattress didn't work out as you hoped. We try to make our return process as efficient as possible and we hate that it caused you frustration. Our records show the return has been completed and that a full refund was processed on 1/7/2023. Please let us know if there is anything else we can do to help!