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:01/02/2023

  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 ordered a bed frame and and bed from Dreamcloud and we discovered that the bedframe was not for us. I reached out immediately asking them to return it, and they issued a minor refund for the shipping cost. They said they would email me shipping instructions. I did not received the email and reached out to them again, and now they are claiming that I am beyond my return period. The bed itself also did not expand correctly, and am discovering that the product is subpar at best. I would not recommend working with / or ordering from this company again.

  

  Business Response

  Date: 01/08/2023

  We are so sorry that the bed frame did not work out for you. We see that you reached out to return and opted for a discount on the bed frame instead. Each one of our furniture items carries as 50 day trial in which if you decide the bed frame isn't for you we can process a return. We do want to help and one of our senior customer advocates has reached out directly to do so. Please let us know if there is anything else we can do!

• Initial Complaint

  Date:01/02/2023

  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.

  Dream cloud I had asked for a refund instead of them sending me the proper paperwork then sent me something else me thinking I was filling out the right forms instead was tricked into them making me keep the bed when I clearly asked for a full refund

  

  Business Response

  Date: 01/05/2023

  We are sorry to hear about this misunderstanding and would like to thank you for the feedback you have provided about your experience. We can see that one of our senior customer advocates has reached out to you directly to assist you with making sure that your return is completed; we appreciate your patience while we address your concerns and expect to have you taken care of as expeditiously as possible. Please reply directly to the email we have sent you so we can ensure this is the case. Thank you again for your patience while we work to assist you with your request.

• Initial Complaint

  Date:12/29/2022

  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 received my 1st mattress, queen size, and it had visible mold seen throughout. It was visible inside the plastic but they of course need pictures with it OUT of the plastic. I take the pictures several times and then had to remove mattress from my home, now even more bulky and unsealed, to the dumpster!!! Mattress #2 comes and I'm informed that if mold occurs outside of the 365 days that there is no warranty for that! How can that be? How is there mold growing inside sealed packages? I'm not sure but I put a special cover on it and now there is more mold than I could even imagine. I've sent so many pictures and everytime it's something different; they can't see them, need birds eye view, etc. Now I've been trying to call and all numbers say "welcome to dreamcloud and then hangs up". I have had health issues and regardless I do not want any part of unsealing this mattress inside my home! I've been waiting so they can take it and not expose me, my child, or household to black mold more than has already happened. I chatted and got someone to call me back and after being called a liar and talked to extremely condescendingly he ends the call because I wouldn't speak. I asked ONE question can I pay to have this taken outside to take more pictures for their "customer service" department. They have the 365 night deal anyways so I don't need to make up an additional mold story to get my money back. I've been dealing with this for months and due to paying on a payment plan, ive waited to pay it off so there's no discrepancy in how much I'm due. I've put out time, money, aggravation, health, and mental well being working on this issue. I now see this happens regularly and my concern level just skyrocketed. I need this resolved without me doing everything and being a guinea pig! I did my research before buying from them but clearly I didn't see these complaints that are oddly the same as mine yet I was told this NEVER HAPPENS! It has been paid in full as of December 6th!

  

  Business Response

  Date: 01/14/2023

  We're very sorry to hear about your experience, please know that your safety & satisfaction are a priority to us here at DreamCloud. We understand your frustration with the process and we are working tirelessly to provide the best experience possible. A senior customer advocate has reached out to you to establish a direct line of communication & to help resolve your concerns as quickly as possible.

• Initial Complaint

  Date:12/29/2022

  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 a mattress from Dream Cloud online in Nov, 2022 and it was delivered on Nov 27. I chose this company because I thoroughly researched the bed, as well as their 365 day and night trial. My first issue was the platform: it was not easily assembled as was described. I watched a ******* video tutorial and it's not the same platform. Secondly, I received a defective mattress, with a slope towards the head and foot of the bed that measured at least 4 inches. Lying on the bed, my feet don't make contact with the mattress, pillows slide off the bed and the sheets I ordered barely fit. My head hangs off the side of the bed. I woke up with headaches, stiff neck, not to mention poor sleep. On Dec 18 I reported the defective bed and sent pictures, but these pictures did not satisfy. I was informed I needed to take several specific pictures or wait until my minimum 30 day trial period. I decided to follow the protocol described on their webpage as I had already wrestled with the bed more than I wanted. When my 30 day trial was finished, I was then told I would also need to send pictures despite waiting for the trial period. Then I was led through a series of requests not only for the mattress but for the platform, to take several pictures to prove the defective nature of this bed. I complied. I sent pictures of the platform, but they did not satisfy and I was told to send pics from the bottom of the platform. I explained I was unable to crawl under the bed to get the picture. When asked the purpose for that picture, it was not explained to me. They refuse to begin the return process for the platform. It is clearly stated on the webpage that the platform is eligible for return within 50 days. Having received a different platform and a defective mattress, you would think a company would do all in their power to make it right. But that has not been the case.This has been a nightmare.

  

  Business Response

  Date: 01/11/2023

  We regret to hear that the mattress you received didn't meet our quality standards & that the foundation did not meet your expectations. We are sorry for any discomfort you experienced as a result; this is not the kind of experience we want you to have. We understand your frustration with the return process, but please know that your satisfaction & comfort are very important to us. Our records indicate that a return has been initiated. Thank you for your patience while we work to complete your request and we hope to have this resolved for you soon.
  

• Initial Complaint

  Date:12/27/2022

  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 recently bought a mattress from dream cloud back in May for my second home where we do not stay. We had people that watch after our home open it for us while we were not there. We just came to the home over the holidays and opened up the covering the people put over our beds so we can put on our bedsheets and we noticed that the bed was sagging by the foot of the bed. I reached out to customer service about it, they requested photos which i sent to them (and have also attached here). They then responded and said because the mattress was opened more than 90 days after purchase the product was misused and therefore the warranty and return policy is void. I told them i did open it within the first 90 days but i only saw it for the first time recently. Then then responded and said that i said i "recently" opened it so that was after 90 days, but they're jumping to conclusions using assumptions. Note that the company boldly advertises a 365 day risk free, guaranteed return policy get they say there's fine print that if you don't open in the first 90 days then the policy is void which in itself can't be risk free if there is risk. Regardless i opened it within the first 90 days so it is not void unless they can prove that i didn't, which they can't because i actually did! It is also insulting when a customer explains themselves and the customer service of a direct to consumer company then accuses you of somehow lying.

  

  Business Response

  Date: 01/05/2023

  Thank you for bringing this to our attention, your feedback is valuable. We are sorry to hear about your experience regarding your replacement request and apologize for any confusion or misunderstanding. This is not the kind of impression we want to leave you with. We stand by our 365-night risk-free guarantee for any DreamCloud mattress used within the warranty guidelines. 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 the email we have sent you so we can provide further assistance.

• Initial Complaint

  Date:12/27/2022

  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.

  Date of transaction:11/22/22, the amt of money paid: $994.00 gross.
  Dreamcloud committed : that it's design and construction to be the most comfortable mattress you can own.
  I purchased the bed from the retailer Purchasing power. When I contacted Dreamcloud to honor the forever warranty indicated on the box. I was directed to Purchasing power, when I contacted Purchasing power as directed. Purchasing power indicated to me that in fact Dreamcloud is the only one who can be contacted for assistance with my Dreamcloud bed.
  When I contacted Dreamcloud customer service I was once again directed back to Purchasing power. This bed is the most uncomfortable bed my husband and I ever slept on in our 30yrs of sleeping together this bed is on the verge of break my marriage because we can't sleep together any more in this bed. It causes he and I great pain, joint and body aches; never before experienced until now. We have the dream cloud tight top queen, 14 in hyrid mattress I'm box. Order number, ********

  

  Business Response

  Date: 01/05/2023

  We are sorry your Dreamcloud mattress isn't working out as you hoped. We understand how important it is to get a good nights sleep and want to help in any way we can. We have reached out to our designated Retail team here at Dreamcloud for them to be able to assist you with your order. One of our senior customer advocates has also reached out to you directly to ensure we are able to get you taken care of. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:12/26/2022

  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.

  On November 11, 2022 I ordered a King sized mattress from Dream Cloud online on there website. I was originally drawn to company by there 365day warranty, Their awards based from American sleep foundation and one of the best mattress in 2022 I received a notification that it was out for delivery on November 26th,27th,28th. It never showed up finally called Dream Cloud they told me *** ** lost the package. After customer service telling me it was on the truck and lying to me. I went to your website and looked at reviews. I cancelled my order because I didn't receive the product and breach of contract. I needed a mattress because of Hurricane Ian on September 29th. I lost everything. I just need something to sleep on. On December 7th we received a mattress in deplorable condition. The box was torn and looked like a repacked Mattress. We ordered a new mattress for $2045.99 What we received was totally another item. We returned to sender. They received it on December 15th at their sending facility. We contacted them again for a refund and still have not received any refund. We will never do business with this company again.

  

  Business Response

  Date: 01/07/2023

  We are disappointed to hear that your mattress was unexpectedly delayed and damaged in transit. We certainly understand your frustration and appreciate the feedback you have provided about your experience. Our records indicate that your refund has been processed. If we can be of any additional assistance please let us know! We hope that you find your dream mattress soon.

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  They finally returned the money to us

• Initial Complaint

  Date:12/22/2022

  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 bought a mattress and bed frame in July. The box came damaged and a small rip in mattress. We let them know. They wanted pictures but we decided it was too difficult to move everything and mattress was ok. Months later 11/01/ I emailed them letting them know bed frame was already broken. The legs were bowed out and not holding up the head so I have had to start sleeping on sofa. The head is lower than feet. I sent the photos of the frame and still have not heard anything back. They keep telling me (online chat) that I can not speak with a manager ! It is very hard to get to the tag they are requesting on the back of the frame. I have sent pictures and contacted them over 7 times and I am still sleeping on the sofa after paying over $1000 for the mattress and frame. I would like to have a new frame sent asap and not the one we have bc it will just do the same thing. I would like a frame that does not have slats or those kind of legs. Not enough support for a king size bed.

  

  Business Response

  Date: 12/28/2022

  We apologize for the trouble you had with your DreamCloud bed frame and are very sorry to hear you do not wish to receive a comparable replacement under the warranty. We appreciate the feedback you have provided and regret any inconvenience you've experienced. Our records show that a senior customer advocate has reached out to you to help resolve your concerns. Please respond to them directly if you have any questions or if there is anything we can do to further assist, we're here to help!

• Initial Complaint

  Date:12/20/2022

  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.

  Date of transaction: 11/9/22
  Amount paid: $1493.43
  Order number: D-XXXXXXXX
  Business committed to provide a mattress with a ******* risk free trial with money back guarantee, and free returns.
  Dispute: the company's website states that if the customer is not satisfied with the product that they may request a return for a full refund at any time during the ******* trial. I attempted to initiate a return the day after receiving the product because it was not what I wanted, it was too firm of a mattress for me. Their customer service insisted that they could not accept a return until after a 30-day trial period had been completed. This is not stated anywhere on their website. Their website states "we encourage our customers to take the first 30 days to get to know your new mattress before returning it." It does not state that it is required or that they will not accept returns before ******** I tried to discuss this with their customer service rep and they told me "this is the policy, you have to wait 30 days". They would not let me speak to a manager, and would do nothing to help remedy the situation.

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2022/12/26) */
  We are disappointed that your DreamCloud Mattress was not the right fit for you. We have the requirements for a return on our website. A return request for an opened mattress can be made no earlier than 30 days after delivery. This policy is for the benefit of customers to allow their body time to adjust to a new mattress. We have sleep specialists available via phone, email, and chat to answer any questions regarding our policies. If you have any questions or if there is anything we can do to further assist you please let us know.

  

  Business Response

  Date: 12/26/2022

  We are disappointed that your DreamCloud Mattress was not the right fit for you. We have the requirements for a return on our website. A return request for an opened mattress can be made no earlier than 30 days after delivery. This policy is for the benefit of customers to allow their body time to adjust to a new mattress. We have sleep specialists available via phone, email, and chat to answer any questions regarding our policies. If you have any questions or if there is anything we can do to further assist you please let us know.

• Initial Complaint

  Date:12/19/2022

  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 placed an order with Dreamcloudsleep on December 15th - shortly after tried to cancel the order, on December 16th. I have called and emailed multiple times since and been told each time "someone will contact you within ***** hours to provide and update..." Given the order is about to ship, slated for Dec 22nd, I get the distinct impression I am being given the runaround to ensure I receive the item/have to go through the frustrating process of returning the product. This level of customer services spike concern, especially when requesting something as simple as cancelling an order. Please help.

  

  Business Response

  Date: 12/20/2022

  We are so sorry that this has been your experience with purchasing a mattress here at Dreamcloud. We did process the cancellation request for the mattress order but it looks like the mattress had already started the shipping process. We work very hard to ensure the cancellation process is as easy as possible and we hate that you didn't experience this. Our records indicate the refund for your mattress has been processed. We hope you find your dream mattress soon!