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: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.

• Initial Complaint

  Date:10/19/2022

  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.

  D-XXXXXXXX I purchased the ********** base in ******** I was supposed to have a ********* guarantee and a ********* Now the base isn't working and is ******* around the sides. I'm not happy with the quality and want to return it. I contacted customer service and they stated they would help me and took back what they said and sent me to call parts. I had a conversation with them where they had me look at the lights, unplug and plug my base back in. After it didn't work they simply hung up. This is certainly not what I paid for and I'm deeply upset with the way I'm being treated. I just want to return the bed

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are so sorry to hear that you're having issues with your Adjustable bed frames. We never want this experience for any of our customers. The bed frames do have a 50 night trial and a 3 year warranty and we love to get you taken care of. One of our senior customer advocates has reached out to get this taken care of for you! Please respond to them at your earliest convenience.

• Initial Complaint

  Date:10/17/2022

  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 and requested refund. They sent me a mattress topper to see if that would fix the uncomfortable mattress. Supposed to adjust to your body and cooling. Neither happened. ******** ****** is a cheaply made pad that slides around bed. They offered me a nectar mattress to try and i was considering it until i realized i have been lied to.
  I have spoke to 5 employees all whom live in ************ They say business in California. I asked for corporate phone number and address. They said they do not have it. Phone was hung up on me. I called back and found out mattress are made in *********** not USA like they say. They told me refund was approved but they have company come get it. Then refund can take 2 to 5 weeks. How am I supposed to find a mattress without money? I am disabled. How do I file a small claims report without a legit address?

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We regret to hear that the DreamCloud mattress & mattress topper were not a good fit for you. Your frustration with the return process is understandable & we're sorry to hear there was a miscommunication with the refund process. We appreciate the feedback you have provided about your experience; please know that this is not the kind of experience we want you to have. A senior customer advocate has reached out to you to help resolve your concerns and establish a direct line of communication to ensure your request is addressed as quickly as possible.

• Initial Complaint

  Date:10/16/2022

  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 a mattress from this company 2 years ago and within that time it became worn down so they sent me a replacement. That replacement had a manufacturer defect. I contacted them and sent the required pictures and they assured me they would be sending a replacement asap. It's been over a month and a half and they continuously lie to me about what is happening. I have countless emails. At this point I feel like they are not honoring the lifetime warranty that came along with the mattress.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We apologize for the unexpected delay with the warranty replacement 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. Please be assured that your satisfaction is a priority for us and we stand by our Lifetime Warranty. One of our senior customer advocates has reached out to you directly to establish a direct line of communication and ensure your request is processed as quickly as possible. Thank you again for your patience and we hope to have this taken care of for you.

• Initial Complaint

  Date:10/15/2022

  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 have had the worst experience with this company. Bought a king size mattress in February 2022. It was delivered quickly and we were thrilled to get a brand new mattress. We quickly noticed a 3" sag on the left side of the mattress and eventually got around to requesting a new one. Had to submit a few photos and was approved for a new mattress. Dreamcloud got me in contact with an organization to pick up the damaged mattress.
  
  New mattress was delivered quickly. I noticed it came in a box labeled "Queen" and reached out to customer service before opening. They advised me it was okay to open and it would most likely be a King size mattress. Why is it in a Queen size box??
  
  Upon opening, very quickly realized that this was a totally different mattress than what I had originally ordered and did not have King size measurements. Had to supply far too many photos, measurements, and conversations to get this corrected as it was obviously that it was a completely different mattress. I have searched all over the internet and cannot find whatever model of mattress they sent me. It's like it doesn't ****** very ********
  
  They finally approved a replacement mattress (this will be my third mattress from them!!), which was delivered quickly WITHOUT A BOX. I received a rolled up mattress at my doorstep. DreamCloud had absolutely no information about why this would have been delivered without a box.
  
  Dreamcloud told me to do whatever I want with the other mattress. Okay, I want you to deal with it for me. I don't want to deal with disposing of a mattress. You are supposed to handle all parts of this
  
  Just put this mattress on my bed and it also appeared to be different based on the fabric used. The information on the tag is also completely different than the info on the original mattress tag. Is this normal for mattresses? The weight is ****** different as well. At this point I will not ask for a replacement mattress, I will just ask for a complete refund. ***********

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are so sorry for the experiences you had with your Dreamcloud mattress; this is never the experience we want for any of our customers. We work very hard to ensure the boxes that contain our mattresses can withstand transit but sometimes the boxes do get damaged. Our mattresses are wrapped in very durable plastic to withstand damage and as long as it is sealed we find our mattresses stay in great condition. We hate to lose you as part of our Dreamcloud family but do understand your choice to return. One of our senior customer advocates has reached out to get you taken care of! Please respond to them at your earliest convenience.

• Initial Complaint

  Date:10/14/2022

  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.

  Purchased my original mattress from Dream Cloud in 2020, the mattress has a lifetime warranty. July 2022 I contacted the company because the mattress began to sag. I sent over the required documents/photos & my warranty replacement was approved. The 1st replacement that i received was obviously a defective and inferior product. The mattress didn't look like the same mattress that I purchased and it didn't rise to the 14 inches. After contacting them and several back & forth emails, they agreed to send a new replacement. The 2nd replacement arrived and after sleeping on it for 1 night i knew this wasn't the same mattress. This mattress is hard, it feels like im sleeping on the floor. My original mattress that i purchased in 2020, was very comfortable, not too firm & not too soft. I have emailed this company several times and they have told me to just purchase a mattress topper. I will not purchase a mattress topper for a ***** mattress. If i had purchased this mattress today and slept on it i would be returning because it is too firm. I would never purchase a mattress this firm! I wake up with hip & knee pains that i didn't have before. I would never keep a mattress this hard!

  

  Business Response

  Date: 10/16/2022

  We appreciate you letting us know about your experience and we are so sorry that you had some issues with your Dreamcloud mattress. With our Forever Warranty, we strive to get you the most comparable mattress as your original mattress. As we receive feedback, we work to make our mattresses better and this means upgrading and improving the materials and technology within the mattress from time to time. You may not receive the exact same mattress you had before but you will receive its current upgraded version. We have requested for one of our senior customer advocates to reach out and ensure we get you taken care of. Please let us know if there is anything else we can do!

  Customer Answer

  Date: 10/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Merchant offered to provide me with a mattress topper which is not a sufficient resolution. A mattress topper has a life of 1 year max. I paid $1000 for this mattress, why should i have to get a mattress topper? If i do agree to it, what i am supposed to do once it starts to fail?

  

  Business Response

  Date: 11/02/2022

  We completely understand your concern. We use our mattress toppers as a way to personalize the mattress to your liking. We see one of our senior customer advocates is currently helping get this resolved for you. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:10/13/2022

  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.

  False and misleading sleep trial. Forced to wait 30 days to submit for a refund although it clearly states in the *** day trial section that they encourage (not require) you to wait 30 days, it's also states for any reason during the trial. ******** they do require you to wait and therefore stating they "encourage" and "at any time during the trial" is false and misleading.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We appreciate you letting us know about your experience as we are working tirelessly to provide the best experience possible and we value every bit of feedback we receive. We are so sorry to hear that your DreamCloud mattress hasn't worked out as you hoped. We understand your frustration with the recommended period & return policy. The 30-day adjustment period is critical when switching to a new mattress but we also understand sometimes the mattress doesn't work out. One of our senior customer advocates has reached out to help you get this taken care of. We appreciate your patience and thank you for your time as we work on your request.

• Initial Complaint

  Date:10/13/2022

  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.

  On 9/10/2022 I ordered a mattress and storing bed frame from Dream Cloud. The mattress arrived shortly thereafter, however, the frame has not. Yesterday, 10/12, I received an email from **** in customer care stating the frame I had ordered is permanently out of stock. In the email **** also stated that I could cancel the order. I replied saying that I would like to cancel the order. I called to confirm this morning and was told that I could only cancel through **** and that she would be available only after 3 pm. That call did not come. I just received another email from dream cloud stating that the frame I have made MULTIPLE attempts to cancel is now being shipped. I DO NOT WANT THIS BED. THEY WILL NOT CANCEL MY ORDER.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  Thank you for bringing this to our attention, your feedback is valuable. We sincerely apologize for the delay and any frustration with the cancellation request. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. Please know that your satisfaction is very important to us. Our records indicate that your order was rerouted back to our warehouse and a refund has been processed. We appreciate your patience while we worked to fulfill your request and if we can be of any additional assistance please let us know!

• Initial Complaint

  Date:10/12/2022

  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.

  On 9/22 I placed an order online for a ********** mattress. Their website states you can try the mattress out for 365 days and if you don't like it they have a hassle free return policy. I called to begin setting up a return for the mattress after having it for 2 weeks and was informed I am required to keep the mattress for 30 days before I'm allowed to begin the return process. No where was it readily available for me to see I would be REQUIRED to keep it for 30 days. The only wording regarding 30 days was the company ************** I sleep on it for that long. I was informed by *** at their call center in the *********** that the only way I'd be able to get an early return going was if I then purchased another mattress from their sister company ******* The entire process has been incredibly ************ and I am very concerned these practices will take advantage of other consumers. This cannot be ******

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are so sorry that your Dreamcloud mattress hasn't worked out as you hoped. We understand how important it is to be able to have a comfortable night's sleep. The 30-day adjustment period is critical when switching to a new mattress but we also understand sometimes the mattress doesn't work out. One of our senior customer advocates has reached out to help you get this taken care of. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:10/06/2022

  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.

  On June 30, 2022, I ordered two twin size dreamcloud premier mattresses, which were delivered to the wrong address, and I, thereby, cancelled the order. Dreamcloud has an option to split the total order payments via a third party ************ which I did. Although I had cancelled the order, I started getting charged a monthly fee of ******* from *******, which I disputed with the credit card. I contacted Dreamcloud via telephone and email, but no response. Therefore, I reached out to ******, who responded promptly. They too tried contacting Dreamcloud several times via email and copied me, but received no response. On September 29, 2022, ******* sent me an email apologizing for the inconvenience and informing me that they too had not received any response from *********** ******* recommended that I contact my credit card and dispute the charges, which I have done. This week, I received a charge on my card from Dreamcloud for ********* for mattresses I never received. I wish I had read all prior reviews with similar issues. The feds need to be investigating this organization for fraudulent consumer practices!!!

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We're sorry to hear about your experience with your order and would like to thank you for the feedback you have provided. We see that the order was returned, however, when we attempted to refund your order, we were alerted that we could not due to a chargeback on the transaction. When an open dispute is under review, we are prevented from issuing a refund until the dispute has been resolved. As soon as we see the dispute is no longer under review with your payment processor, we can then proceed with finalizing your return and refund. We are waiting for the conclusion of the dispute which can take anywhere to 3 months. We are very sorry for any inconvenience and appreciate your patience and feedback.
  
  
  Consumer Response ** ****** ** *********** **
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response, because it has been more than three months. All DreamCloud has to do is stop charging my credit card for items that I did not receive.
  
  
  Business Response ** ****** ** *********** **
  We understand your frustration with the process and regret that this has been your experience. Our records indicate that the dispute was initiated sometime in September and can take anywhere up to 3 months for your payment processor to conclude. As soon as the dispute is no longer under review with your payment processor, we can proceed with finalizing the refund which will end the billing from ********. We're very sorry for this inconvenience and appreciate your patience. 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.