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:12/16/2022

  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 ordered the dream cloud premiere mattress and adjustable frame in August 2020. Because I ordered ********** King, I got two twin xl adjustable frames. At the end of 2021 the adjustable frame quit working. I would have to repair the remote in order to use it. By October 2022, I was unable to pair the remote at all. I was going in for knee surgery and hoped to get the problem resolved. I did an online chat, email and phone calls with customer service. I performed all trouble shooting and nothing worked. Each time I spoke with someone they would give me a new number to call. It is very obvious that the motor and remote will not pair and there is nothing to be done to magically make it work. The bed is under a 3 year warranty and they will not do anything to help.

  

  Business Response

  Date: 12/21/2022

  We apologize for the trouble you experienced with the warranty claim process and appreciate the feedback you have provided about your experience. We assure you that we are here to assist you with your claim. A senior customer advocate has reached out to ensure that we have this resolved as soon as possible. We appreciate your patience and thank you again for your feedback.

• Initial Complaint

  Date:12/16/2022

  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 the mattress in August 2022. My mother in law unfortunately had a major health setback prior to it being delivered. We had to have renovations done to our home to accommodate her. I did not open the mattress because I did not want construction dust and old asbestos dust on our new mattress. I opened the Mattress mid December when renovation was completed. The entire top of the mattress collapses. I can not sit on the side of the bed. It will drl9ver me to the floor. I spoke by chat to a representative. The representative sent me an email asking for pictures which I sent. The representative wrote back tell9ng me the mattress was DEFINITELY defective, could she have one more picture of the tag. I sent the picture. The was added to the 32 I already sent. I received an email back asking me when I open the mattress and told them December 12, 2022. Another e mail came to me saying it was past the 90 day mark to open and considered misuse. I implored them to reconsider due to my situation and having spent $1500. on a mattress I expected that level of service. The next e mail I received asked why I opened it when I did. I asked to have contact with a senior supervisor. I instead received a satisfaction survey. Dreamcloud offers a 365 day satisfaction guarantee.

  

  Business Response

  Date: 12/20/2022

  We are so sorry that your mattress didn't inflate properly and apologize for any frustration caused. Our misuse policy is very important to the life of the mattress. Mattresses that have not been opened within 90 days of delivery are considered misused and are ineligible for warranty claims and returns. We do understand the circumstances and why you were unable to open the mattress. One of our senior customer advocates has reached out to you directly to assist you. Please let us know if we can be of any further assistance.

• Initial Complaint

  Date:12/14/2022

  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 have placed an order for a mattress NOVEMBER 6TH through DreamCloud. My first mattress got "lost in transit" after waiting 2 weeks for it. Then, they sent out ANOTHER MATTRESS last week. It was originally supposed to be Monday and did not get sent until Friday. Now, this one has been now delayed not once but TWICE

  

  Business Response

  Date: 12/15/2022

  We are so sorry that this is the experience you had with receiving your order. We work very hard to get your mattress to you as quickly as possible but we also understand the frustration this can cause. Our records show that the mattress was delivered on 11/21/2022. 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: 12/15/2022

  I finally received the mattress and it is lumpy, uneven, and came with a slice in the middle of the mattress. to say that I am disappointed would be an understatement. $1,800 down the drain.

• Initial Complaint

  Date:12/12/2022

  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.

  I ordered a queen ******** from dreamcloudsleep.com, which advertised on their website they guaranteed shipment within 3 days of placing an order. On the 3rd day following the placement of my order, there was no update on shipping, so I asked to cancel the order. The purchase was a black Friday special and was also to include a free set of sheets, 2 pillows and a ******** protector. **************** rerouted the delivery of the free merchandise, but the ******** was still delivered and they refuse to refund me. I've spoken to 3 different customer service representatives to schedule a return pickup with ****** but ***** mysteriously never comes to collect my ********. I have been issued 3 different tracking numbers, placing my ******** on my doorstep daily at 7:55am only to have to move the 120lb ******** back inside at 8pm. Today I contacted ***** about the issue and they told me someone canceled the pickup associated with my tracking number. Dreamcloud's customer service has been lying to me about arranging a pickup to avoid refunding me. They refused to let me speak to a supervisor and no longer will answer my calls. Order NO.: **********Order Date.: 12 Nov, 2022My invoice amount was $1283.19. They refuse to process my return, which was supposed to be a canceled order.

  

  Business Response

  Date: 12/13/2022

  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 return 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!

• Initial Complaint

  Date:12/10/2022

  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 a mattress and adjustable frame from dreamcloud on 10/06/2022. After receiving the mattress, it took about another week or more to receive the frame. After setting up the bed and waiting the 30 days I called and requested a refund that the bed was hurting my neck and back and was to firm. They asked if they could send me a mattress topper and that that would fix the problem. I've tried the topper had discovered that it has done nothing to help with my pain issues. Last night on 12/09/2022, we decided to turn the mattress around to use the ribbons to secure the topper to the mattress. We pulled off the sheets, mattress protector cover and the topper off the bed so we could turn the mattress around on the frame. We found what appears to be mold growing on the mattress. I live in *******, ******* which is one of the driest locations anywhere and mold does not grow like it does elsewhere. The company is blaming me for what they keep referring to as stains and blaming me for mold which has nothing to do with me or being my fault. I requested my $2753.01 back that I've been trying to get back for well over a month. Order/tracking number is D-********

  

  Business Response

  Date: 12/13/2022

  We are sorry to hear you've had such an issue getting your mattress returned 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 your return; 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 or give us a call back so we can ensure this is the case. Thank you again for all your patience while we work to complete your return.

• Initial Complaint

  Date:12/09/2022

  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.

  My order was supposedly shipped In November and has been held up ??? In a Fed Location somewhere in *********** since Dec 2? ***** nor Dream Cloud will accept responsibility and send me another ******************* Their customer service line is horrible and no one at Dream Cloud can get accurate information out to me?? It seems this is a SCAM and I need to Alert my banks fraud department.

  

  Business Response

  Date: 12/21/2022

  We sincerely apologize for the delay and are so sorry to hear about your experience. Your frustration is understandable; as this is certainly not the kind of experience we want for our customers. It is unfortunate that the order was confirmed to be lost in transit and we regret that you opted not to give DreamCloud a try. Our records indicate that a full refund was processed. Thank you for your patience while we worked to complete your request. If you have any questions or if there's anything we can do to further assist you please let us know.

• Initial Complaint

  Date:11/26/2022

  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.

  After buying the product we received a damaged motion base. The initial email stated they were sorry for the damage and it would be fixed. Then the requests for ever more detailed photos occured. No, just send me a new one and take this one back! So far no response from their "customer service" department. DO NOT BUY FROM THIS COMPANY!!!!!!!!

  

  Business Response

  Date: 12/02/2022

  We are very sorry to hear about the condition in which your adjustable bed frame was received. Your frustration with the replacement process is understandable, please know that this is not the kind of experience we want you to have. We appreciate you letting us know about your experience, we value every bit of feedback we receive. A senior customer advocate is working with you via email to assist; if you have any questions please respond to that email so we can continue to assist you. Thank you for your patience and understanding while we work to complete your request and we hope to have this resolved for you soon.
  

  Customer Answer

  Date: 12/02/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Company has handled the situation fully and I have no reason to file a complaint against them.

• Initial Complaint

  Date:11/24/2022

  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.

  I purchased the DreamCloud mattress in August 2022. I received it on August 17. I had to hire a handyman to assist with the bed assembling and mattress, which occurred yesterday, November 23. Today, I see black spots on the mattress. The mattress cost was $899. I would like to return the mattress, but DreamCloud says it's over 90 days since opening it and therefore, it's considered "misused." It's 95 days. If I had known about this policy, I would've opened it sooner. After I placed the order, I received an email about clearing the pathway, getting the base ready, securing pets, but the 90 day policy should be included here. I'm sure most people who can open it sooner would, but I've also been sick and the mattress is very heavy (per the handyman). For what it's worth, I haven't even opened the package that includes the sheets, mattress protector, and pillow. I was waiting for the bed to be set up.

  Customer Answer

  Date: 11/28/2022

  The company has resolved the problem. Please disregard this complaint.
  
  
  
  
  
  
  
  Thank you.
  
  
  

• Initial Complaint

  Date:11/24/2022

  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 ordered a king size mattress from this company and upon the arrival of the mattress we noticed that the middle of the mattress is higher than the rest of the mattress and the corners are bent/lower than the rest of the mattress. I sent 3 different sets of pictures according to the request of the company, all of which they reply not being "good enough pictures" of the mattress. You can clearly see the defects of this product in the pictures I sent. They keep asking for different pictures and measurements which at this point like I said I sent 3 different sets of at least 4 pictures. They also claim they have a 365 day trial period and are not fulfilling this advertisement. I would like to either get a different mattress or return this one please.

  

  Business Response

  Date: 11/29/2022

  We are so sorry that the mattress you received didn't expand properly. We never want this experience for any of our customers. We also work very hard to ensure our warranty process is very simple and hate this hasn't been your experience. Your replacement mattress order has been placed and will be delivered as quickly as possible. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:11/23/2022

  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 purchased DreamCloud premier mattress on ********* I don't have a good night sleep since I got it, my whole body is aching, and my left foot is recently getting numb, it's affecting my health. I called in July 2022, and many times after but the agents are not helping me. Can someone help me?

  

  Business Response

  Date: 11/30/2022

  We are very sorry to hear that DreamCloud mattress has not been a good fit for you and for any discomfort you have been experiencing. Your feedback is valuable and we appreciate you letting us know about your experience. One of our senior customer advocates has reached out to you directly to establish a direct line of communication and ensure your request is addressed as quickly as possible.