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:11/06/2024

  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.

  This is the most uncomfortable bed I have ever owned. The company falsely advertises that if the bed is not to a customer's liking, they would provide a way for their agent to pick up the bed and issue refund. When I contacted the company about returning the bed and asked for refund, they de factor forced me to keep the expensive, horrible, hard bed. It has been the worst purchasing experience due to Dreamcloud's lying.

  

  Business Response

  Date: 11/11/2024

  We are so sorry this has been your experience with your Dreamcloud mattress. We never want this experience for any of our customers. One of our senior customer advocates has tried calling and emailing you. Please respond directly to them so we can ensure we get you taken care of as quickly as possible!

• Initial Complaint

  Date:11/04/2024

  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.

  Date of Transaction 10/21/24 - Ordered Mattress sent to alternate address (taking care of my Uncle in Hospice)Cancelled Order due to bait and switch to a lesser quality mattress: 10/22/24, 10/23 and 10/25 via customer service (emails that said it was still coming)Responded to each email that it was cancelled, and don't deliver8 days later - Mattress delivered anywayPromised to have ***** pickup on 10/31, for returnHorrible Phone Customer Service reading from a script.Wouldn't let me talk to a Supervisor when dissatisfiedMattress is still sitting on the porch for pickup.Want my money returned for the mattress and warranty. Customer Service is refusing to do so.

  

  Business Response

  Date: 11/08/2024

  Thank you for bringing this to our attention. We apologize for any frustration caused by your recent order experience.  This is not the kind of experience we want our customers to have. We understand that you ordered the DreamCloud Hybrid model, which was out of stock at the time. To prevent delays, we shipped an upgraded DreamCloud Premier Hybrid at no extra cost. We're sorry that you opted not to give the upgraded model a try and that we couldn’t complete the cancellation before it shipped. We strive to provide high-quality products backed by excellent customer service, and we regret to hear that this was not your experience. Our records show the return was completed, and your refund has been issued. We appreciate your patience while we worked to assist you with your request. 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: 11/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I tried several times to talk to Customer Service and they were condescending and uncooperative. Although, I am glad that I now have the refund for both the mattress and the warranty, this horrible experience sent my blood pressure into the stratosfere. I will never try to purchase anything from DreamCloud again.

  Too bad I had to go the BBB complaint extreme to resolve this; it shouldn't have taken that extra step and could have been resolved if DreamCloud Customer Service wasn't bad. 

  Thank you to BBB!

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

• Initial Complaint

  Date:10/30/2024

  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.

  Bought a mattress that was defective within less than 30 days. Caused neck and back pain. Refused to let me return it within the 30 days. I want my refund!!!!!

  

  Business Response

  Date: 10/30/2024

  We are so sorry this is the experience you are having with your mattress. When it comes to returning your mattress due to the mattress not expanding properly or there being a defect from the manufacturer we do require photos. One of our senior customer advocates has reached out to help get this taken care of for you. Please respond to them directly so we can ensure we get you taken care of quickly!

• Initial Complaint

  Date:10/24/2024

  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.

  This company claims to have an all-encompassing 365 day return policy but they give consumers an outrageously difficult time to return anything. For over a month now, I’ve been in contact with them via phone and email to return a mattress and have not been successful.
  
  After they gave me the run around, they finally allowed me to return the mattress on 10/9/24. I followed the included instructions and their third party vendor ShareTown picked up the mattress. I was notified I would receive a refund in 1-2 business days. I had to reach back out to them because the refund never came and they claimed my credit card company is blocking the refund due to an open dispute. I provided documentation showing the dispute was closed and even called my credit card company. The credit card company stated that there would be nothing from their end blocking the refund from processing. I have been communicating back and forth with DreamCloud and they continue to lie and avoid sending me the payment they owe me.

  

  Business Response

  Date: 10/30/2024

  We're sorry to hear about your experience with your order and appreciate 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 proceed with finalizing your return and refund. A senior customer advocate has reached out to you to establish a direct line of communication and provide you with an update. We appreciate your patience while we wait for the dispute to be concluded.

• Initial Complaint

  Date:09/30/2024

  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.

  My original mattress compressed to the point of being unusable after only three years. The company will only issue a refund for the cost of disposal of the old mattress to the original method of payment which is a closed account. This cost is the direct result of their product failing and they should be responsible for it. I have tried offering a new account for them to use or sending me a prepaid card to the address they have on file, but they steadfastly refuse so in effect they will not cover the cost. Over the course of the 10 year warranty, the mattress may need to be replaced multiple times if they all perform the same which in effect will add hundreds to the cost of owning the mattress. This is unacceptable and a shady practice.

  

  Business Response

  Date: 10/01/2024

  We're sorry to hear that your mattress hasn't kept up with our quality standards. We have provided you with a replacement mattress per our warranty guidelines and normally we ask our customers to dispose of any defective product at their discretion, which we see you've done. We understand your frustration with the refund going to a potentially closed account, however for security purposes we are unable to pre-emptively process a refund to a different account. According to our records, your refund has been processed and we will continue to monitor the order and work with you until we can be sure that you've received it. Thank you for your continued patience as we work towards a solution together.

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am being asked to say things are fixed before they are.  This refund was made to a known closed account which may take up to 10 days to be rejected (assuming nothing goes wrong) at which time the refund refusal needs to be processed and reissued to the account that's active.  Until I actually receive this refund, I will not say the company has resolved the issue.
  
  
  
  Sincerely,
  
  
  
  **** **********

  

  Business Response

  Date: 10/11/2024

  We understand your reluctance to not consider this matter closed until you've received your refund and we will of course continue to work with you directly until that time comes. We have continued to monitor the refund and, according to our records, your financial institution accepted the refund. At this point it will be up to the bank to disperse the funds to you. A senior customer advocate has reached out with instructions on how to work with your bank to locate that refund and will be in touch through that process. If there's anything else we can assist you with, please let us know.

  Customer Answer

  Date: 10/14/2024

  
  
  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:09/25/2024

  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.

  We received our mattress 11/11/2023 and it didn’t last a year. I contacted Dreamcloud support and requested an inspector come out to look at it.
  
  Three different times they have requested photos.
  
  I feel like they are stalling. I just want a refund.

  

  Business Response

  Date: 09/27/2024

  We're so sorry to hear that your mattress hasn't kept up with our quality standards and for any additional frustration you've experienced with our warranty process. While we understand that this process may feel tedious, we always want to ensure we're able to properly understand these situations so that we can provide the best possible solution. We're happy to report that your refund has been processed. A senior customer advocate has also reached out to assist you with anything else you may need. If you have any other questions, please respond to the email that was sent. Thank you for your continued patience and cooperation as we've worked to resolve this issue.

• Initial Complaint

  Date:09/24/2024

  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.

  Dream cloud has refused to honor a warranty for defective product purchased, within warranty. the mattress was purchased from their company has a 365 day return policy and they refuse to replace or repair a sagging mattress. Resolution - replace 1 XL twin mattress

  

  Business Response

  Date: 09/25/2024

  We apologize for the trouble you experienced with the warranty replacement process and appreciate your feedback about your experience. A Senior Customer Advocate has been in contact with you with a solution. If you have any other questions or concerns please feel free to reach out to us. We appreciate your patience and thank you again for your feedback.

  Customer Answer

  Date: 09/27/2024

  
  
  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:09/11/2024

  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.

  My bed is adjustable but the frame no longer adjusts I called and explained the situation to a rep and they said a tech team will call me and schedule a time to fix the repair that was over 2 weeks ago and i still haven't gotten a call back yet this has got to be the worst customer service i have ever experienced.

  

  Business Response

  Date: 09/20/2024

  We're so sorry to hear that your bed frame hasn't held up to our quality standards and truly apologize for any frustration and inconvenience this has caused you. While the frame is no longer within its trial period, it is still covered under the warranty. According to our records, a senior customer advocate has been in touch to help guide you through the warranty claim process. If you need further assistance with that claim, please respond directly to the email that was sent out. We will continue to work with you until this matter has been resolved and we greatly appreciate your continued patience and cooperation.

• Initial Complaint

  Date:09/09/2024

  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.

  They promised to deliver the mattress is 3 days , the mattress took more than a week and a half and nothing was delivered .
  I called them and they said that they will investigate the delivery with ***** and it will take weeks and so on and they are refusing to issue me a refund.
  
  An item was lost in delivery or whatever is going on with it is not my problem . They should stick to the promise and not let me sleep in the ground like that or issue me a refund . But they just took my money and gave me no product .

  

  Business Response

  Date: 09/12/2024

  We're very sorry to hear that there was an issue with the delivery of your mattress. Our shipping partners work tirelessly to deliver orders to our customer but, unfortunately, unforeseen issues do occasionally occur that interfere with delivery. In these instances, we always want to try to investigate and get the items delivered properly. We understand that this process takes additional time and we apologize for any added frustration this may have caused you. According to our records, the investigation has been closed and a senior customer advocate has been in touch to assist you with the next steps for your refund. Thank you for your patience as we've worked to resolve this issue. If there's anything else we can help you with, please don't hesitate to reach back out directly and let us know!

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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.

  05/18/2022 purchased bed for over 1800.00 after so many days of reviews I chose this because at the time the reviews seemed mostly possible but now you can find many negative reviews. Seems to fail right after the one year trial and I have yet to hear anything from the claim under warranty . Very disappointing and sad! Below is the email sent for warranty.We received the bed back in 05/2022 it lasted a little over 1 year before it started to not come back up. I am about 5’10 230 pounds and the reason I spent big money on this bed was because I have a bad back and with the added options I thought it would be a good investment on my back. After having several memory foam mattress that where very inexpensive I had great results so I took a chance with this extremely expensive unit added all the support and increased height for back support and did not want to have to keep replacing every few years. Now the bed is unusable and I don’t know what to do with it. It has been downhill since the 1 year mark right after the 365 trial ended is when it started to decline. I recently had back surgery and because of the failure I would get stuck unable to get out or even roll over because it goes down so far I cannot get out. I read it is supposed to have a lifetime warranty so I’m here to make a claim. I added pictures that show the bed having uneven wear we also cannot even keep sheets on because of how far the bed goes down when I lay on it causes the sheets to come off and we have to buy custom sheets to tie them down. Please advise on a solution perfer a replacement that will allow support as well as sheet sheets to stay on. I have multiple disk fusion and need to be able to sleep and also be able to roll over to different sides so I do not get bed sores. I also added photos showing the measurements on one side it is 14 inches high on my side it is 12 that is two full inches of losses and according to the warranty it is covered but i await your reply.

  

  Business Response

  Date: 09/11/2024

  We are sorry to hear that you haven't been getting the rest you need with your Dreamcloud mattress. You certainly do have your lifetime warranty and one of our senior customer advocates has reached out to help. Please respond directly to them so we can get this taken care of for you!