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:11/21/2022

  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 a DreamCloud mattress on-line on May 20, 2022, for ********** payable in monthly installments of ******** I had been charged that monthly since then.. On September 5, I notified the company that I wanted to return the mattress based on its ******* trial period.; it is not a good fit for me Since that time, I have communicated my desire to return the mattress and receive a refund of the ********* paid to date on account and requesting that the mattress be picked up. I received text messages and e-mails stating that I must first submit three (3) photos of the mattress: whole mattress and the two tags attached to it. I tried several times in the past week alone to send the photos via text to the number provided; however, I was told the photos could not be received. Try, try again, but no success. I finally sent the photos via e-mail, which were received and acknowledged today. However, I have now been requested to submit yet additional photos of the mattress! The company has all the necessary information about the mattress; yet it is requiring more photos as "support documentation." A recent e-mail suggested I purchase a different mattress from them. No way! This has dragged on for too long, with unreasonable requests for photos, lack of adequate responses, and no customer support. After the fact, I see that there have been numerous complaints against this company and its products!. Note: I am not able to upload my documents but would be willing to deliver them in person to your ********* ** office.

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2022/11/23) */
  We are so sorry that this has been your experience. We try to make our return process as simple as possible but we completely understand your frustration as this wasn't your experience. One of our senior customer advocates has approved your return and reached out to ensure we get you taken care of. We hate to lose you as part of the Dreamcloud family but hope you find your dream mattress soon!

  Customer Answer

  Date: 11/23/2022

  The company has notified me of prospective pickuup or disposition of the mattress. But there has been no mention of a credit to my AMEX account for the $1,181.67 paid to date on account.

  

  Business Response

  Date: 11/23/2022

  We are so sorry that this has been your experience. We try to make our return process as simple as possible but we completely understand your frustration as this wasn't your experience. One of our senior customer advocates has approved your return and reached out to ensure we get you taken care of. We hate to lose you as part of the Dreamcloud family but hope you find your dream mattress soon!

  Customer Answer

  Date: 12/12/2022

  The company eventually provided a full credit of the purchase price of the mattress on December 5, 2022. Communications from the "company" indicate that it operates under at least 4 different names with that many different e-mail addresses; thus providing direct input and responses made this entire transaction difficult, frustrating, confusing, delaying and without consideration of customer service or professionalism.

• Initial Complaint

  Date:11/18/2022

  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 have made at least 5 attempts to return this mattress. This mattress is most definitely a problem. Not even 4 months of use for my wife and I the two areas where we sleep a deep depression was created on both sides and between us it rises way up. I rolled off this mattress and fell to the floor due to this mattresses height rise. I didn't hurt myself but I can tell you this, it's quite a surprise when this happens. This is the first time I have rolled off of any bed, ever. **************************************************************** I cannot risk this happening again. With the *********** on each side of the bed and the crazy mountain in the middle, I have never slept on something so uncomfortable in my life! My wife agrees with me. Could you please help me get this mattress returned and refunded? If you can, thank you.

  

  Business Response

  Date: 11/26/2022

  We're very sorry to hear about your experience with your DreamCloud mattress and we appreciate the feedback you have provided. Your satisfaction and comfort are a priority for us. A senior customer advocate has reached out to you to establish a direct line of communication and ensure your request is processed as quickly as possible. Thank you for your patience while we work to complete your request and we hope to have this resolved for you soon.

  Customer Answer

  Date: 11/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Dreamcloud is making a point of making me take pictures of all these different views and Angles and not taking my words of the problems with this mattress. I'm old, I'm a disabled Vet and doing this is a real hassle. I'm not a photographer.

  Customer Answer

  Date: 11/30/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I have taken the pictures and now waiting for my daughter to help send them to you. Without a doubt you can see my issues with the mattress. This proposed resolution will be accepted only if we are working for the same result. That would be a refund.

  

  Business Response

  Date: 11/30/2022

  We certainly understand your frustration with the return process and appreciate the feedback you have provided about your experience. Please know that it is not our intention to inconvenience you in any way. Our records indicate that a return has been processed and we appreciate your patience while we work to assist you with your request. 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:11/14/2022

  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 called DreamCloud because my platform bed frame broke. I have 3 kids under two years old so it's very hard for me to find adequate time to make important phone calls. I was informed that DreamCloud would need pictures of the entire platform bed frame showing all parts that were broken. I informed the representative that I had already taken the bed apart and thrown the sides, wooden slats, and footboard in the dumpster due to it taking up space in my garage, but that I still had the headboard with the manufacture tags still attached that I could send. She informed me that this would not suffice and I would not be eligible for the platform bed warranty. This bed broke in the middle of the night while me, my husband, and my 1 year old baby were asleep in it. It broke sideways on my husband's side to where we were slanted. This could have easily been a much more serious situation considering my child was with us. I am requesting that a new platform bed be sent to us as well as a refund for the platform bed be sent via check (I no longer have access to the card that I purchased the bed with) , covered under the manufacture warranty, and I will upload pictures of the headboard with the legal tags still attached to this complaint.

  

  Business Response

  Date: 11/15/2022

  We are so sorry this has been your experience with your bed frame. We understand how important it is to have a sturdy bed frame that you can rely on. One of our senior customer advocates has reached out to ensure we get you taken care of as quickly as possible! Please let us know if there is anything else we can do to help.

• Initial Complaint

  Date:11/12/2022

  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.

  My wife and I ordered a DreamCloud ***************** mattress from this company on 25 October 2022. Due to our status **************************** geographically separated from me and hired movers to receive this mattress and move into our home on the scheduled date of delivery. After getting the mattress upstairs and unpackaging it, she noticed that it was the wrong mattress. She used the CSR chat, e-mail, and phone number to try and contact the company with no response. I finally got a hold of a representative around 5 days later. The representative was extremely rude and obnoxiously cut me off numerous times. She made it out to be literally "my problem" as I nicely explained to her that we needed a replacement mattress shipped and reimbursement for the fees associated with moving the mattress. I was told it was a "contactless delivery" only for COVID-19 reasons - which is not accurate nor advertised anywhere during the purchasing process. Now here we are waiting for some third party company to come pick this mattress up (it is still on the second floor of my home and they are aware that the third party is expected to pick up the mattress from where it is). I demand a full refund and the reimbursement for moving expenses planned around receiving the correct merchandise which we paid for. This has been the worst experience of my life with any business I have ever interacted with.

  

  Business Response

  Date: 11/18/2022

  We are very sorry to hear that you received the incorrect DreamCloud mattress model and for any inconvenience this caused. We understand your frustration and we appreciate you bringing this to our attention. Your satisfaction and overall customer experience are very important to us and we regret to hear that your experience did not meet our quality standard. Our records indicate that a return has been completed and a full refund was processed. We appreciate your patience while we worked to assist you with 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:11/10/2022

  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.

  After several months the mattress dipped imprint of my body is melted into the pillow top. Soon as i get in i am rolled to the center where my body is off kilter. Days of waking up with sciatica got me to get on the phone with them.
  I am still well within my trial period and would like a refund. I also would like them to honor the no hassle policy they tout ALL OVEr the internet.
  DREAMCLOUD does not have someone to pick up this mattress as promised????
  Now I am supposed to donate a used bed!
  No one takes used ********** anymore with the fear of bed **** and ******
  
  2. Or Create a ******** page to offer it to ******** ****** the *********** Have strangers come into my home, my bedroom to pick up a ***************
  
  Or 3
  I can attempt to drag this insanely heavy mattress and put it on top of my car and drive it to the dump!!!(impossible)))
  all the while having to fill out forms take pictures and upload nonsense.
  Dreamcloud is a nightmare for sure.
  They **** Buyer *******

  

  Business Response

  Date: 11/10/2022

  We hate to hear that your Dreamcloud mattress isn't working out as you hoped. We completely understand how important it is to be able to sleep in your bed comfortably and if you aren't able to it's just as important to be able to complete your return. One of our senior customer advocates has reached out to ensure we get this taken care of for you. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:11/04/2022

  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.

  No not give your business to this company. The Dreamcloud mattress is not comfortable, I am still in my late **** I have never had issues with back pain while sleeping or in bed, and this mattress has been a complete and utter nightmare. They refuse to accept returns and give you the run around, I've called and asked to speak to managers and they just talk, or scream, over you. They refuse to connect you to anyone else, and will not accept returns even though they offer a *** night trial and we tried to return within the first month. We were told to send in pictures of the mattress and it has a small stain on it, that was there when we umboxed it and they say that voids the warranty and they can do nothing for us which to me is insane considering it was stained upon opening AND it clearly states on their website that they DONATE returns to charities and local ************** so why would a small stain matter? This business is a scam and they should be ***** shut ***** and forced to refund all customers for their ***** terrible customer service, and refusal to stand behind the policies they boast about

  

  Business Response

  Date: 11/08/2022

  We are so sorry that your Dreamcloud mattress didn't work out as you hoped. We understand how important it is to get the best nights sleep possible when you've made an investment into a new mattress. It looks like you were able to spot clean your mattress and the return process has been started. As soon as your mattress has been picked up by ********* we can get that full refund processed. One of our senior customer advocates has reached out to ensure you are happy with the process thus far. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:10/30/2022

  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.

  On 10/21/2022 I placed an order with DreamCloud for their premier mattress. They have a *** day sleep trial but after only 3 days it has become evident that we received a ********* mattress. The width of the bed is even messed up with it measuring **** at shoulder area and almost **** at calf area. When my husband(under ******* gets in bed, he sinks in and I roll towards him but this mattress is not to sink or have movement transfer. I have attached photos of the mattress. Books that weigh only ***** caused the mattress to sink almost *** so imagine the weight of a full grown ****** I have contacted the merchant and they are pushing for us to give it at least another 11 nights but I cannot, I had to sleep on my couch last night. I chatted with ***** and even she stated it sounded like the mattress was defective if my husband was sinking in because it should not. On my side of the bed the books would not even stay up long enough to get a proper photo cuz they fell towards the center. All I want is for them to process the return and come pick up their ********** worthless mattress. On my side of the bed the books would not even stay up long enough to get a proper photo cuz they fell towards the center.

  

  Business Response

  Date: 11/02/2022

  We are so sorry that your mattress didn't work out for you as you hoped; this is never the experience we want for any of our customers. We see that you are working with our team to get this return completed. As soon as your mattress is picked up we can process your refund. Please let us know if there is anything else we can help with!

  Customer Answer

  Date: 11/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The mattress still has not been picked up. Once it is picked up and I am refunded then I will accept their response.

  

  Business Response

  Date: 11/07/2022

  We completely understand how important it is to get that return taken care of. It looks like your mattress has been picked up and your refund has been processed. We hope you find your dream mattress soon!

  Customer Answer

  Date: 11/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  The mattress was picked up and I have since been refunded.

• Initial Complaint

  Date:10/28/2022

  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 my original Dreamcloud ****** mattress in June 2020. At that time they only offered one mattress. I loved it but after just 2 years it developed a large indentation on one side. After jumping thru many hoops, they agreed to replace it under their lifetime warranty in May 2022. However, the replacement they sent me was not the same mattress. It seems they no longer make the one we bought and now offer 3 different versions. Without telling me any of this, they just sent me what they considered their comparable mattress, the Dreamcloud******** model. At first I thought just the color was different, but that could not be further from the truth. The ******* model is extremely hard, not plush like my original mattress. It has fewer layers and no plush top. When I complained to the company they told me that this model was a better, updated mattress. I disagreed. The ******* model is not recommended for side sleepers which is why it does not work for me. My original Dreamcloud was designed for side sleepers. The replacement mattress also was creased on one side right out of the box, so it too was defective. Again I jumped through hoops and they agreed to replace it however when I requested they send the ******* Rest model (a mere **** more at the time of this writing), which more closely resembles my original mattress, they refused, telling me that I would need to just buy that mattress. I went back and forth with them for over a month now and though they claim complete customer satisfaction, they refuse to do anything. The ******* model has caused me to wake up every morning with back, neck and shoulder pain. They did not replace my original mattress with the same thing and now I am stuck with a ***** mattress that I can not sleep on because it is way too firm. I had included pictures of my original mattress (the tan ones) and the replacement mattress (the blue ones).

  Customer Answer

  Date: 11/01/2022

  I would like to change my resolution requested. I prefer to have them pick up the unopened replacement mattress and provide a full refund.

  

  Business Response

  Date: 11/03/2022

  We apologize for the trouble you experienced with the warranty replacement process and appreciate the feedback you have provided about your experience. We regret to hear that the replacement provided has not been a good fit for your sleeping experience; this is not the kind of experience we want you to have. Your comfort and satisfaction is very important to us here at DreamCloud. A senior customer advocate has reached out to you to establish a direct line of communication. Thank you your patience and we hope to have this resolved for you soon.

• Initial Complaint

  Date:10/23/2022

  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 a dreamcloud mattress in 2020 and in less than a year the center of the mattress was sinking so badly that I had to sleep on the edge of the bed to sleep at all. I emailed about the issue since I was within the trial period, and dreamcloud sent me a new mattress, claiming the original was "defective" - now it's been a little over a year since the new mattress, and the exact problem is happening again. Clearly this is a problem that will continue to happen with these mattresses, and instead of dreamcloud owning up to that and offering a refund so people can go get a mattress that doesn't have a gaping pit in its center, they get sassy with you and go on about the warranty. Yes I can send more photos of my second defective mattress, but why on earth would it want to put myself through the back pain and sleepless nights a THIRD time, dreamcloud? Fool me once, pay me please. Shame on you.

  

  Business Response

  Date: 10/27/2022

  We are very sorry to hear about the experience you've had with the DreamCloud mattresses you received. We regret to hear that they haven't been a good fit for your sleeping experience, this is not the kind of experience we want you to have. We understand your frustration with our warranty process and we want to assure you that your satisfaction is very important to us. A senior customer advocate has reached out to you to help resolve your concerns and establish a direct line of communication to discuss the warranty process and to ensure your concerns are addressed as quickly as possible.

• Initial Complaint

  Date:10/21/2022

  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.

  We ordered 2 Dream Cloud******** Mattresses on August 5, 2021, under Order #**********. My husband and I were having severe shoulder, back and hip pain with the mattress we had, so we did some online shopping and found these Dream Cloud mattresses and thought they would ease our problems. We ordered them and paid $1358, on sale. They were originally $1600. We received them in a timely manner and slept on them for the full year before asking to return them. We continued to have the same old pain, but wanted to give it a fair shot. They put us through the required return process, with which we complied, and we later got an e-mail from a place called ********* who informed us they couldn't find anyone in our area to pick up the mattresses, so we could either donate them or take them to the dump, providing proof of either to them. We donated them and sent them the required paperwork. We received a check in September 2022 in the amount of $675.89. We couldn't figure out where they came up with this amount, so we called Nectar. They apologized for the mistake, gave us the run-around and said the next check would be issued in 2 to 3 weeks ($682.11). We have not cashed the first refund check dated 9/30/22 and we have been on the phone and online chat with them COUNTLESS TIMES and the reps all tell us the same old thing. We just want the money due us...why is that so hard?? Their corporate headquarters ******************** but when I looked it up, the phone number says "PRIVATE". What kind of company is this??? We're not going to let this go away...we paid the money, did everything they told us to, and we want our remaining $675.89!! All of their customer service people are overseas and they're all completely unemotional and speak canned speeches...*************************************************************************************

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are truly disappointed that your DreamCloud mattresses were not the right fit for you. We see that your return has been completed. We apologize for the delay you experienced in receiving your refund and assure you we had no intention of misleading you. We are very sorry for the confusion and appreciate your patience while we worked to get this corrected. Our records reflect that a full refund has been successfully processed. If you have any further questions or concerns please feel free to contact us directly.
  
  
  Consumer Response ** ****** ** *********** ** (The consumer indicated he/she ACCEPTED the response from the business.)
  After much frustration and what we consider to be excessive contact with Nectar to get our full refund, we finally did receive the second refund check. We will NEVER do business with them again.