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:10/06/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a full mattress from dream cloud, they lost the shipment only to find it and deliver it late. The box was gone but the mattress looked okay so I unwrapped it. This is a high breed spring and foam mattress. The mattress did not expand around the edges on all sides. A 8 in boarder that was 3 inched lower than the center. You would almost roll off if you rolled onto the edge. They said no problem we will send you another. No problem it shows up in better shape and on time. The same issue but it was just the head and foot of this mattress the did not inflate but more severe 5 inches of more difference. I asked for a full refund and asked what did they want me to do with the mattresses. During this whole process they kept asking for more and different angles and views of each mattress. As soon as I requested a refund they changed the requests and image types. I must of sent 20 or more pictures that they requested. I even laid the mattress flat on the floor with a 4 foot level on the bed and a tape measure showing the slope from the center to the edge. over several email and image exchanges each of these took 2-3 days since my response was immediate they had to work through their I am sure high volume of complaints. During this time they kept saying no we don't need it back. Just throw them out. I then received another email saying they had not received the correct images. They had requested me to cut off the labels and show them the picture. I did that. Then they said I need to drag them to the curb with my trach cans and take pictures of them there. I explained it is very hard to move these around they are heavy. Every time I give them what they ask for they come back with a request for different demand. I just want a refund.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are very sorry to hear that the mattresses you received didn't meet our quality & comfort standards. We appreciate your feedback about your experience and understand your frustration with the process, please know that this is not the kind of experience we want you to have. Our records indicate that a return has been completed and a full refund has been processed. Thank you for your patience while we worked to assist you with your request. If you have any questions or if there is anything we can do to further assist you please let us know.
  
  
  Consumer Response ** ****** ** *********** **
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This should of been the answer the first 15 emails.
  
  I accept this offer although it should not require the BBB to get a return as the company promised.

• Initial Complaint

  Date:10/03/2022

  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 about ********* I ordered a king mattress from *********** The package including a ********* ******** ********** 2 ******** and a set of ******* I paid ******** including sales tax. The mattress arrived around ******** and is okay. The *********** were allegedly ******** by the ******* and have never been re-sent. I have been in contact via email several times with the company. I am told the *********** package will be sent back out. I provided an alternate address to insure the items would arrive where someone could be present to receive the ******** I have yet to receive the items and I have not received ************ of shipment.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are very disappointed to hear that you haven't received your serenity sleep bundle that was included with your order. We know it is essential to have these bedding items when receiving your mattress. We see that your serenity sleep bundle is set to be delivered on 10/5. One of our senior customer advocates has reached out to monitor this for you and ensure your experience matches what you deserve. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:09/20/2022

  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.

  At the beginning of September I ordered a DreamCloud ********************* mattress. Order Order #: **********. I tried it ********************************************************* for four nights and it absolutely almost killed me it felt like. The sides are ******* and the material that the blanket is made out of I must be ******** to. I broke up in ***** on my chest and back. I reached out to dreamcloud today to request a refund for them to pick up their mattress. They are telling me that I have to wait 30 days before I can do anything which is ridiculous. I am unable to use the bed it is taking up space in my house and I am just getting the runaround. They said I could request refund for the blanket but I have to send pictures and which makes no sense because I am requesting a refund within their policy. I would never order from them again and their customer service is tremendous. There's no reason why I have to wait 30 days get to run around send pictures take it from my house to ******** donate it get a receipt send it in before I get a refund. They sent it to me I don't see why they can't come pick it up or at least allow me to get rid of it now so I can get my bedroom back. Requesting a full refund of ********

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are sorry that the Dreamcloud************* didn't work out as you'd 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:09/12/2022

  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.

  Dream cloud has been giving me the run around for 3 weeks. I ordered my mattress and was told that I would receive the order on the 30th of august. I have yet to receive and they have blamed it on ****** they cannot get in contact with their warehouse. You cannot speak to a supervisor and they basically have no answers. Today I was told that it would take them. **** days for a refund. This company is fraud and should be reported as such. I have yet to have a tracking number or an answer to when I will. I would just like to speak to someone with some answers. This is insane we aren't talking about ** we are talking about ***** of my hard earned money. Someone please help the customers that they are doing fraud to. False advertisement false customer service false company.

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2022/09/14) */
  We are very sorry to hear about your order experience and for any miscommunication about the order status. Your feedback is very important to us and we regret that we were not able to anticipate the delay that impacted your order. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. Our records indicate that a refund was processed. A senior customer advocate has reached out to you to establish a direct line of communication. We appreciate your patience while we work on a resolution to the matter.

• Initial Complaint

  Date:09/09/2022

  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 ******* we ordered a DreamCloud ************ mattress, ORDER # **********. We finally received our mattress on ****** and the box was delivered obviously having been opened and attempted to be reconstructed with packing tape. There was a gaping hole in the top of the box. In further inspection, we could see that the plastic vacuum seal covering had been ripped open and the mattress had been exposed. This is absolutely unacceptable condition for delivery of a mattress. We immediately took pictures and called the customer service number. We were told to send an email with the pictures, which we did. We were told to open the mattress package (which I will not do). The only attempt at resolution was an email offering their apologies and a *** credit (which is absolutely ********* ). The customer service phone line representatives have no authority and are thoroughly worthless. As others have mentioned we have been promised a call back from someone in authority, and have not received any phone call. While talking to customer service, I asked to be transferred to a manager, and told that this was not possible, the only option was a callback from a manager/sleep specialist. Because of the condition of the box and packing materials, the only acceptable solution is to have the mattress returned at their expense and either replaced with expedited shipping or completely refunded.
  
  DreamCloud has the worst customer service of ANY company we have EVER done business with!

  

  Business Response

  Date: 09/11/2022

  We are so sorry that your mattress was damaged in transit and for the frustration you've experienced with the resolution process. Typically when the mattress box is damaged in transit the layers of plastic packaging beneath protect the mattress itself from damage. We see the plastic packaging was not fully intact when you received your mattress and apologize for the misunderstanding and any frustration caused. We understand that as an investment you want to ensure your product arrives in excellent condition and we are sorry that was not your experience. We see that your replacement mattress is now processing for shipment and one of our senior customer advocates has also reached out to ensure you have a direct point of contact for any additional concerns that may arise. We appreciate your patience as we work to get this resolved as quickly as possible.

• Initial Complaint

  Date:09/05/2022

  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.

  At the beginning of August I ordered a DreamCloud Primer Rest king size mattress. Order # **********. I got the run around for weeks because DreamCloud is a bunch of fraudsters who only paid ***** for a ** pound package when it was **** I requested for my order to be canceled and a refund because I was tired of calling ***** and ********** every day to try and get this resolved. Dream cloud keeps telling me the mattress I never got, because of their error/unethical business practices, needs to be returned to them before I am refunded. I am tired of calling this company to be put on hold and then "will get a callback" but never do. They refuse to tell me anything other than after it shows up you will be processed a refund.

  

  Business Response

  Date: 09/06/2022

  We are so sorry that this happened. This is never an experience we want for any of our customers and we hate that there was an issue with your order being shipped and delivered. We understand that this kind of situation can cause frustration and that was never our intention. We see that the full refund has been processed and it should show on your original payment method in 7-10 business days. Please let us know if there is anything else that can be done to help!

  Customer Answer

  Date: 09/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:09/05/2022

  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.

  Date of transaction: June 2021
  Amount of transaction: $1489.93
  Complaint: Mattress purchased did not satisfy expectations. Dream Cloud (aka Nectar) offers a money back guarantee for which they are not providing after four months of communications.

  

  Business Response

  Date: 09/09/2022

  We are very sorry to hear that the DreamCloud mattress was not a good fit for you. Your frustration with the refund process is understandable and this is not the kind of experience we want our customers to have. We stand by our 365-night trial and apologize for the inconvenience with the refund process. Our senior customer advocate has reached out to you to establish a direct line of communication. We appreciate your patience and we hope to have this taken care of for you as quickly as possible.

  Customer Answer

  Date: 09/12/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Good Afternoon,
  
  Yes, my husband & I accept Dream Cloud's response. The representatives we have spoken with have been respectful and considerate; however, the refund process have been tedious and unnecessarily delayed. We are now awaiting our refund. We were promised a check for the full amount within 3-4 weeks. We are anxiously awaiting this so we may conclude business. I do want to note that this has been an ongoing issue since November 2021. Ten months to wait for a refund - with 100% communication and cooperation on our part, is excessive from a company promising a 364 night full guarantee. Dream Cloud must strive to do better. I thank the BBB for their assistance in this important matter & for such a quick response.
  
  Best Regards* ***

• Initial Complaint

  Date:08/27/2022

  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 ORDERD A MATTRESS IN JULY OF 2022. WITH HIGH HOPES OF LIKING THE DREAMCLOUD MATTRESS. BUT AFTER THE FIRST WEEK I FELT LIKE THE MATTRES WAS SAGGING. I DIDNT WANT TO BELIEVE IT WAS SAGGING. BUT AFTER COMMING HOME FROM A VACATION YOU COULD SEE IT WAS SAGGING. I WANTED TO JUST EXCHANGE IT BUT AFTER THE HASSEL OF HAVING TO SEND PICTURES. I JUST WANT THE MATTRESS GONE. BUT WITH NO HELP. DONT BUY A DREAMCLOUD MATTRESS

  

  Business Response

  Date: 09/01/2022

  Thank you for bringing this to our attention, your feedback is valuable. We're sorry to hear the DreamCloud mattress you purchased didn't meet our quality standards. We understand your frustration with the exchange process and apologize for any inconvenience. Our records indicate that a return has been initiated. 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:08/26/2022

  Type:Customer Service 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 August 15, 2022 I ordered a dreamcloud full mattress, ORDER # D-XXXXXXXX
  Order date: August 15, 2022
  It arrived in unacceptable condition so I emailed them that day with photos asking they return the mattress. I heard nothing so the next day I online chatted and was told to submit pictures again which I did. This has now been ongoing with me emailing them daily and getting responses from please submit the pictures again to go ahead and open the mattress package ( which I will not do).
  I am truly getting the run around.
  What company will not take back an unopened item that the customer does not want because it looks damaged?
  I have received emails from ****** A
  Customer Success Team
  
  ****** **
  Customer Success Team
  
  
  ***********
  Customer Success Team
  
  I have informed them that without a resolution I felt that I had to file a complaint with you, the BBB. I offered them one more day, which has come and gone.
  
  This is the most horrible customer service that I have ever experienced.

  

  Business Response

  Date: 08/30/2022

  We are so sorry that the way your mattress was delivered did not meet your expectations. The way we pack our mattresses under layers of protection is designed for their journey but we understand that as an investment you want to ensure your product shows up in great condition. One of our senior customer advocates has reached out directly to get you taken care of, please respond to them at your earliest convenience!

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The issue continued far too long before I was finally contacted by one of their senior customer service personnel; after filing this BBB complaint and their response to it.
  
  I still feel customers should have the chance to see that this poor customer service did happen.
  
  Since being contacted by one of their senior representatives the issue I originally had has been resolved. But, whew, what a frustrating process.

  

  Business Response

  Date: 08/31/2022

  Thank you for your continued feedback, this helps make our processes and practices the best we possibly can. We want to assure you that we prioritize swift resolution and we hate to hear we fell short of your expectations. We are happy that the customer advocate that reached out was able to resolve this issue for you quickly. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 09/01/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:08/16/2022

  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 bought a Dream Cloud mattress in Sept if 2021 for ***** *************** They offer a 365 day trial so I figured I couldn't lose out if I wasn't happy with my new mattress, that sleeping on it for a year would tell me. Over a 3 month period from Sept to Dec I exchanged two mattresses. The original purchased one had started to dip so they exchanged out very quickly. New mattress had melt/burn marks on it which was only cosmetic but I wasn't spending all that money on a mattress that was suppose to be new and came with blemishes. They exchanged promptly again for another. New one slept good for several months until you could hear springs popping on one side when we laid down and our whole body started to become sore when we would wake up. My husband started sleeping in another room because he hurt so bad. I started a claim but they wanted videos of the sound of the springs popping and my audio couldn't pick up the sound so I then started to tell them we just wanted to return it since we were within our trial period. We have gone back and forth emailing for a couple months prob since June but with summer and vacations, I wasn't able to submit the tags/photos. Moving forward, got it all submitted and I can't get a reply from them for the life of me. It's only been 5 days but they have always replayed to emails within a day. My trial period is approaching and I feel like I'm going to get blown off until it exceeds the timeframe. I had no idea there were all these negative reports and lawsuits on this company. All reviews were really positive but when I went through 3 mattresses in a few months I thought it was just our bad luck.

  

  Business Response

  Date: 08/17/2022

  We are very sorry to hear about your experiences with our mattresses, this is not the kind of experience we want you to have, and apologize for your frustration with the return process. We can assure you that it is not our intention to frustrate the return process to make you ineligible for a return within the 365-day trial period. Your satisfaction is very important to us. Our records indicate that a return has been approved and a senior customer advocate is working with you via email so we can continue to assist you. 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: 08/17/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I received a call and email stating the refund was approved but will they follow through with the pick up of the mattress and actually issuing the refund? I will reopen the case if this isn't taken care of in a timely manner.