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:08/07/2022

  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.

  Order Date 07/31/2022 Order#*********** 1. Queen Storage Headboard and frame 2. Queen Dream Cloud Premier Mattress. Both items were delivered by ***** on eight August 4, 2020 at 5:30 PM
  On the dream cloud webpage they offer a white glove service for remove and set up upon placing my order in speaking with a representative I was told that the company at this time subcontracts out to handyman.com which I then called and made an appointment for them to come out BOOKING #********
  Furniture Assembly
  Saturday, August 6, 2022 at 10:00am
  *******************************************************
  View booking
  YOUR RECIEPT
  
  Furniture Assembly
  Trust and Support
  Total $256.39
  Removing the old bed-frame and preparing to install the new headboard and frame the technician noticed that the bed dresser storage drawers were damaged please see attached photos. He called dream class customer service representative Flynn who stated to me that they would offer me a $50 credit back to my credit card for the $256.39 that we paid HomeAdvisor Pro to have the old bed-frame and the new bed-frame install.
  
  DreamCloud offer# 2
  On Aug 7, 2022, at 1:35 AM, *************************** wrote:
  � Hi ******,
  Thank you for getting back to us with the photos! We understand your concern regarding your Nectar order and we do apologize for the inconvenience. I understand that you're also looking to compensate the assembly fee if we were to proceed with a replacement. We have coordinated this with the team and the highest amount we can offer you is $100 plus the replacement. If you want to proceed with this option, please confirm your current address and phone number so we can process this for you.Let us know how you wish to proceed. We will keep an eye on your response.
  Best Regards,
  ******** *
  Customer Success Team
  Dream cloud should be responsible ship out the damage product refund me the cost for the handyman service

  

  Business Response

  Date: 08/09/2022

  We are very sorry to hear that your DreamCloud Storage Bedframe did not work out for you as you hoped. We appreciate your patience as we worked with you to complete your return request. We are so sorry to hear about your frustration with the return process and would like to thank you for the feedback you have provided about your experience. We see your return has been completed and your refund has been processed. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 08/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Per my documents are attached to my complaint the refund that I'm requesting the refund from the home advisor services to have the bed to be installed and we say delivered damaged the refund that dream cloud has been given to me was for the damage headboard and frame I am requesting a refund for the home advisor services to put up the headboard and frame
  
  thank you for your time

  

  Business Response

  Date: 08/14/2022

  Thank you so much for your continued patience while we worked to get this taken care of for you. It looks like we have completed the return for your mattress and you have now processed your full refund. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 08/16/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I accepted the proposal from the company because I had no other choice Per the service representative the company was not able to refund me for putting up the damage merchandise that they sent out their system did not allow it so I just returned the merchandise and we received the amount that I paid only not for the amount that it cost me to have the To have the handyman service company come out.

• Initial Complaint

  Date:08/05/2022

  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 ordered a mattress online on 7/30/22. On 8/2/22, I canceled the order. The Dreamcloud website showed that the bed had not shipped and it also showed that shipping was delayed. They assured me I would receive an email confirmation of my cancellation within 24 hrs. I never received this email and when I checked the website the next day, it still showed that the bed order was in place. I then received a ***** notification the bed was on its way to being delivered. I called ***** to cancel the delivery and they told me only the sender can cancel the shipment. Dreamcloud said they can't call *****; ***** told me Dreamcloud needs to call them. Meanwhile, the ** *** ******** is making its way from ********. I have contacted Dreamcloud every day to ask them to cancel the shipment and all they say is they sent a message to**** but can't call them and I can initiate a return of the bed once received. What they are doing is delaying having to refund me for the cancelled order. They let the shipment go through so the whole process is longer. Also, they already told me that they will not refund the mattress recycling fee they collected, even though the order was cancelled and they didn't recycle a mattress. I believe they are operating unethically and using bad business practices. I want them to cancel this delivery today. Furthermore, the order included a "gift" of sheets, etc. and that shipment is also in flight and they didn't cancel it either. They value the "gift" at several hundred dollars so they will slow down the full refund until this bundle of "gifts" is returned. The whole thing reeks of fraud.

  

  Business Response

  Date: 08/11/2022

  We are so sorry to hear about your frustration with the order cancellation and refund process and would like to thank you for the feedback you have provided about your experience. Your frustration is understandable and it is not our intention to delay your refund, your satisfaction is very important to us. Our records indicate that a full refund, including the state recycling fee, has been processed. A senior customer advocate has reached out to you in case you have any questions; please reply directly to the email we sent or by calling the phone number provided. We appreciate your patience while we worked to complete your request.

• Initial Complaint

  Date:08/03/2022

  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.

  - Bed Frame & Headboard delivery date January 14, 2022. Mattress delivery dated January 22, 2022.
  - Total Amount paid *********
  - DreamCloud offers a *** Night Trial Risk Free
  - Mattress has caused severe back and hip pain, just not a comfortable mattress
  - First call made was in June 2022, advising we would like to return the mattress due to the uncomfortableness causing back and hip pain, at that time the order was confirmed and within the *** Night Trial Risk Free, and they offered to send a mattress topper to see if would help and reassured if it does not help, we are still within the *** Night Trial Risk Free to return the mattress hassle free. We tried the mattress topper for approximately 1 month. Second call was made July 2022, advising we tried the mattress topper with no relief still experiencing pain would like to have our refund processed. The company tried selling us a different mattress from their sister company, we declined due to the experience we have with their current mattress, so we were instructed to send pictures of the mattress and the tags attached which we did to receive an email stating our order was out of the 365 Night Trial Risk Free and denied our return. Several email exchanges occurred wherein we provided proof again of our order and that we are still within the *** Night Trial Risk Free to start the process of our refund
  - DreamCloud offered **** and to keep the mattress (which we paid a total of ********* and definitely do not want to keep the mattress) DreamCloud is not honoring their *** Night Trial Risk Free and seems to be giving us the run around to avoid honoring their *** Night Trial Risk Free and providing a refund and what seems like forcing us to keep their mattress. We have made several phone calls and email exchanges and provided all the necessary information and photographs and seem to be still getting the runaround to a point of frustration
  - Order No. D-XXXXXXXX

  

  Business Response

  Date: 08/09/2022

  We are so sorry that your Dreamcloud Premier Rest mattress didn't work for you as you hoped. We appreciate your patience as we worked to get your return request taken care of. It looks like your return has been approved and once Sharetown has picked up your mattress we can process your refund. One of our senior customer advocates has reached out to ensure this process is taken care of as quickly as possible. Please let us know how else we can help!

• Initial Complaint

  Date:08/02/2022

  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.

  365 day *********** trial of ********* After 30 days, we didnt like it. We dont sleep well on it, its too bouncy and we can feel each other move all night.
  
  We contacted them, 2 weeks go by, finally get in touch. They give us the run-around and try to get us to keep it. Finally they ask for pictures. We send them in, get a response days later that the mattress is in great condition and meets the standards for return.
  Then we are informed another, 3rd party will contact us for pickup. That was 2 weeks ago. We have heard nothing from them. They were adamant about us not contacting them, they will contact us.
  
  All we want is to return this mattress and get our $ back. Our other new mattress has been sitting in our living room for weeks while we wait.
  
  This mattress is causing all sorts of back problems. Again, its been over a month since we initiated this "no risk" return. Unacceptable business practice. False ************ Trying to outlast us so we just say "fine, we will keep it". But we wont keep it.

  

  Business Response

  Date: 08/04/2022

  We are very sorry to hear that the DreamCloud mattress was not a good fit for you and we apologize for any frustration regarding your return. Your feedback is valuable and we appreciate you letting us know about your experience. We're sorry to hear that there was a delay with the pickup request we submitted for your mattress return and we apologize for any inconvenience; this is not the type of experience we wanted you to have. Our records indicate that the return has been completed and a refund has been processed. We appreciate your patience while we worked to complete your request. If we can be of any additional assistance please let us know!