Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/30/2024

  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.

  This company claims to have an all-encompassing 365 day return policy, however what they dont explain is the hideously difficult Warranty/Return/Exchange/Refund process for their product.
  I’ve been in contact with them via phone, website, and email to return a mattress due to a structural issue, hitting a brick wall at every turn.
  At this point they’re stating that a “cosmetic” issue disqualifies the warranty which would cover mattresses’s structural failure.
  I can not recommend this product or this company.

  

  Business Response

  Date: 01/07/2025

  We are very sorry to hear about your experience with your DreamCloud mattress, and for any frustration you've encountered with the warranty and return process. One of our senior customer advocates has assisted you with the return and your refund was processed. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 01/08/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have offered a financial remedy (currently pending), and this resolution is satisfactory to me.
  
  
  Sincerely,
  
  
  
  ***** *******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/26/2024

  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 a mattress on Dec 19th being told it would ship in 1-2 days. Contacted the company and they said it would be slightly delayed but would ship soon. Date online said Dec24th. Only bought this mattress because I don't have one at the moment and was assured it would leave the warehouse quickly. No response or assist from the company. Called twice. Emailed dreamcloud. Contacted my payment company trying to cancel.

  

  Business Response

  Date: 12/31/2024

  We sincerely apologize for any frustration you've felt over the delay in shipping your order out. While we work tirelessly to have all orders sent out as quickly as possibly, occasionally we do experience delays that can extend the original shipping time frame. In these cases, we do our best to provide updates and alternatives where possible. According to our records, we can see that our team has been in touch and that your order has been cancelled; we also see that a senior customer advocate has reached out to confirm this with you. Thank you for taking the time to leave your feedback and for bringing this matter to our attention. If there's anything else we can help with, please respond directly to the email that's been sent. 

• Initial Complaint

  Date:12/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mattress bundle 12/16/24, my card was charged upon order, I've only received part of the order and they can not provide me a reason as to why the mattress itself has shipped or an actual shipment date.

  

  Business Response

  Date: 01/01/2025

  We sincerely apologize for the frustration you’ve experienced with your recent order. Our records show that the mattress has been delivered. A Senior Customer Advocate has reached out to you to establish a direct line of communication and to assist further with any questions or concerns you may have.

  Customer Answer

  Date: 01/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The company false advertised and sent half the order putting me in a situation where the cost I would incur in attempt to return the received items would be substantial for me.
  

  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/09/2025

  We apologize for the frustration you’ve experienced with your recent order. When it comes to our return policy there is no cost to our customer. Our records show that a senior customer advocate has presented some solutions to you. Please respond directly to that email and any questions or concerns you may have.

• Initial Complaint

  Date:12/20/2024

  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.

  Dreamcloud advertises free shipping and returns on their website with their 365 trial periot. I called them on 12/17/2024 to tell them I would like to return the mattress for a refund. Their reply was, "We don't have a company in your area to pick up the mattress so you need to get rid of it." They gave me 3 ways to get rid of the mattress, including paperwork, that isn't followed to a "T" then I won't get my investment back. All 3 ways require I spend money which they will NOT reimburse. Their FREE returns are NOT FREE so this is false advertising!

  

  Business Response

  Date: 12/21/2024

  Thank you for bringing this to our attention. We are very sorry to hear you wish to return your mattress and apologize for any confusion regarding our return process. We stand by our 365-night trial and honor all return requests within the trial period and in line with our policy. We regret that our third-party partner was initially unable to complete the pickup. However, alternative arrangements have been scheduled for 12/30 at no cost to you. We appreciate your understanding and patience as we work to complete your request. Please don’t hesitate to reach out with any further questions or concerns. 
  

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed from Dreamcloud and need a ‘sync cable’ which I wished to purchase from them as I now needed it in my bed/mattress configuration. Instead of simply allowing me to purchase the cable, I was forced through a ridiculous warranty verification that has taken weeks to complete to then be told the part is not eligible for warranty and I need to contact my “service advisor “ to purchase the cable for $19.92 plus a $35 service fee.
  
  I have never been given a service advisor. I feel I have been given the worst runaround just to buy a cable and th $35 fee is completely unnecessary and has been forced upon me by forcing me through this warranty review that I know I never needed. I just want to buy the cable. 5 weeks later I am back to square one with my bed not working as a result.
  I am requesting that Dreamcloud simply allow me to purchase the required cable for the price of the cable without sending me on a long and painfully drawn out and completely unnecessary journey.

  

  Business Response

  Date: 12/18/2024

  We're sorry to hear about the delay in resolving your warranty claim and receiving the cable you need. While we don't handle these claims, a senior customer advocate has reached out to investigate this matter further. We'll continue to monitor your order and warranty claim until we can be sure that this has been resolved properly. Thank you for bringing this matter to our attention. If there's anything else we can assist you with, please let us know!

  Customer Answer

  Date: 12/19/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. *** was great (wish I got this level of care and sere without having to go through the BBB)
  
  
  
  Sincerely,
  
  
  
  ******* *****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a split king adjustable bed from Dreamcloud on October 23, 2024 and as of today December 5, 2024 I have not received my bed. Their customer service is the worst i have ever dealt with. They apologize a lot but cannot provide any pertinent information. There are never any managers available to speak with and you’re told a manager will call you which never happens. This is by far the worst company to deal with!

  

  Business Response

  Date: 12/11/2024

  We apologize for the unexpected delay you've experienced with your Dreamcloud adjustable base. We work very hard to maintain the time shipping timeline we offer to our customers and hate that this wasn't your experience. According to our records, your order was delivered successfully. A Senior Customer Advocate has reached out to you to establish a direct line of communication. If there's anything else we can assist you with, please don't hesitate to reach back out to us.

• Initial Complaint

  Date:12/02/2024

  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.

  Mattress came damaged it was a Christmas gift from my parents. They refused to put the money back on a card for us. They also offered that I could keep the mattress for $40. This has been an ongoing process with them from the start of order. It took us over a month to get the mattress. Then we unboxed it and we’re so excited and it’s damaged. Due to all the problems I asked for an upgrade. This is the worst company ever I would not do business with them. They told me that I could upgrade, but they would have to refund me originally the full payment and then may re-order the mattress for me to go through the long process again. Very unhappy

  

  Business Response

  Date: 12/05/2024

  We truly apologize for the unexpected delay and damage you experienced with your order. This is never the experience we want for any of our customers and we understand the frustration this has caused. You wanted to return the mattress instead of receiving a replacement and we processed that refund on 12/2/2024 the same day you reported the damage. For security reasons, we have to process that refund using the original payment method. We hope you find your dream mattress soon!

• Initial Complaint

  Date:11/22/2024

  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.

  Oct 12 2024 I bought a mattress form Dreamcloud was supposed to receive 1 to 2 business days never did. Called customer service they said they were so Sorry and to make it up to me they would upgrade the Mattress from a The DreamCloud Premier to A The DreamCloud Premier Rest Mattress and Guaranteed I would receive it in two days!! Well it is the 19th today and I am still without a Mattress! Instead of doing there best and sending me a Mattress by Monday she kept saying she understood and was sorry but there was nothing she could do! Seriously what king of answer is that?? They left me without a mattress, waiting and waiting and now sheis saying there is nothing she can do OR was it because the Mattress was Upgraded and they did Not want to send me the Upgraded MATTRESS But instead send a refund! I do not consider this right at all for them to be able to make us wait to long and then turn around and say there is nothing they can do! That is totally unprofessional and unacceptable!! Something really should be done about this!!

  

  Business Response

  Date: 11/27/2024

  We apologize for the unexpected delay you've experienced with your Dreamcloud mattress. We work very hard to maintain the time shipping timeline we offer to our customers and hate that this wasn't your experience. According to our records, your order was canceled and your refund has been processed. If there's anything else we can assist you with, please don't hesitate to reach back out to us directly.

• Initial Complaint

  Date:11/20/2024

  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.

  Order was placed on Nov 13, 2024. Website states orders will be shipped out in 1-2 business days. It is now Nov 20, 2024 and still the mattress itself, the heart of the order, has not shipped. Estimated shipping date on the order status stated Nov 15-19. It now shows as Nov 22-26, 2024. I have been chatting online with DreamCloud and the response is always the same - apologies for the delays, it'll be shipped out in 1-2 business days. UNACCEPTABLE! Do NOT put on the site shipping in 1-2 business days when that is COMPLETELY FALSE!

  

  Business Response

  Date: 11/25/2024

  We apologize for the unexpected delay you've experienced with your Dreamcloud mattress. We work very hard to maintain the time shipping timeline we offer to our customers and hate that this wasn't your experience. We see that your mattress has now been delivered and we hope everything exceeds your expectations from here on out. One of our senior customer advocates has reached out so if you have any further questions or concerns, please respond directly to them so they can take care of you!
  

  Customer Answer

  Date: 11/26/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/15/2024

  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 was charged incorrectly 3 times for one mattress. ****** dreamcloud is denying the charges. It's clearly stated on my bank statement that these are all charges. Due to ******s mistake mu credit card sent way above is limit and I can no longer use my credit card. My bank can verify all of this.

  

  Business Response

  Date: 11/25/2024

  We sincerely apologize for any misunderstanding regarding your refund and any frustration this has caused you. According to our records, your full refund has been processed and it may take several days for it to fully reflect on your account. Before it does, it may show as an authorization or pending transaction which will reverse once the funds are cleared. A senior customer advocate has reached out to assist you further and ensure that your final refund and charges reflect the correct amount; please respond directly to the email that was sent so that we can work together towards a solution. Thank you for your patience and continued cooperation throughout the refund process.