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: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! 

• Initial Complaint

  Date:08/29/2024

  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.

  We ordered a dream cloud mattress with adjustable base and bed frame. We received the mattress and bases within a week, one of the bases was damaged. Then, it took them months to ship the bed frame and when we recieved it, it was not the correct frame for our mattress. I have tried to resolve this but they are not being accommodating and even told me a manager would call me, but no one ever did. I am seeking a refund for the damaged base, refund for the bed frame and a discount on the mattress for all of our trouble.

  

  Business Response

  Date: 09/03/2024

  We are so sorry to hear that the bedframe you received was not quite up to our quality standards and we truly appreciate your patience while we work to assist you. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. One of our senior customer advocates has reached out to you to assist with a solution. We appreciate your patience while we work to resolve your concerns.

• Initial Complaint

  Date:08/07/2024

  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.

  On August 4th 2024 I ordered a mattress after doing lots of research. I was promised via hundreds/thousands of reviews across multiple platforms, the website alleged the 50% off sale was ending in 6 hours. Spent about $1000 for the mattress and the tax. Before ordering I reached out on two separate occasions through the live chat to ask "am I able to order the mattress and have it delivered at a later date" I was told that it is shipped to a local warehouse, I will receive an email when it arrives and be able to set up a delivery date. Instead, it showed up 2 days later, the box was dropped off in horrendous condition, it was open on top, couldn't stand up due to damage, the bottom was open/ plastic was torn. Bugs were in the box etc. They offered minimal help, the initial 50 minute phone call ended and the plan was to have the box picked up and returned by ***** and when I was ready in the future they would send me a replacement mattress. I agreed to this but after a bit of time realized that if this situation happens again the day I'm meant to move in to my apartment I'm going to be incredibly angry. ***** has refused pickup to packages in the past if they were incredibly damaged and if they don't pick it up, what am I meant to do? This associate was far less helpful refused to hear me out "guaranteed" that ***** would handle it even though they don't have any true affiliation. I asked over and over to speak with the supervisor and he refused to move us up the chain of command. I'm really disappointed due to the fact that, a.) I was told I was receiving a good deal but days later the "sale" is still going on which makes me feel scammed. b.) the condition of the delivery c.) the lack of help from the second associate d.) that all my research was for nothing because I never even got to use the product and am back at the drawing board two weeks to my move in date

  

  Business Response

  Date: 08/08/2024

  We are so sorry to hear that the mattress you received was not quite up to our quality standards and we truly appreciate your patience while we work to assist you. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. A senior customer advocate has reached out to establish a direct line of communication and ensure that we get your return taken care of as expeditiously as possible; thank you for the feedback you have provided about your experience.

• Initial Complaint

  Date:08/06/2024

  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.

  
  
  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. 

  is equivalient to the one I ourchased in 2019 and that the warranty only covers the same exact mattress that I received which contradicts thier warranty. They refuse to help me further and I am unable to sleep and this is causing me a tremendous amount of frustration. I paid almost 1400 dollars for the previous mattress and just want what is promised under the warranty . Attached are pictures of the previous mattress and the one they sent me as well as the one I should have gotten which is comparable to the one I bought.Link for thier ***************************************************

  

  Business Response

  Date: 08/07/2024

  We are sorry to hear that your mattress had issues when it did. We take our warranty process very seriously and want to ensure that under that process you receive the most comparable mattress we have. One of our senior customer advocates has reached out to get to the bottom of this for you. Please be sure to respond directly to them so we can get you taken care of as quickly as possible!

• Initial Complaint

  Date:07/30/2024

  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.

  Mattress purchase based on website stating it was med/firm with extra support around edge. It’s is entirely too soft and when I sit on edge to get into bed the side totally collapses. Upon calling company to return it I was told I must wait 30 days to begin return. I researched on website before purchase and it only states they recommend 30 days to allow the mattress to fully work. There’s no magic in this mattress to make it support the edges or make it firm. I was not told when I placed the order over the phone about any return policy and there is no return policy listed on website. It states delivery charge is non refundable and any bedding is non refundable. Charge for mattress was $949.00 on 7/19/2024 and as of today 7/29/2024 it’s showing 699.00.

  

  Business Response

  Date: 08/07/2024

  We are sorry your mattress isn't working out as you expected. We always want a better experience for all of our customers. Our return policy is found on ******************* at the bottom of the page in the return tab. One of our senior customer advocates has reached out to help. Please respond directly to them to ensure we take care of you!

• Initial Complaint

  Date:07/29/2024

  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.

  
  
  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. 

  her delayed to Aug 1-2 (I have a screenshot). I have placed multiple calls and online chats with the company but have been told that they can’t process my cancellation until it is returned (I have screenshots of the online chats) even though it hasn’t left their warehouse and shipping has been further delayed. This appears to be a tactic by Dreamcloud to indefinitely postpone cancellation and refund of my order as they will neither ship nor cancel my order. I have exhausted all means to resolve this directly with the company and there is not an option to cancel the order in my online account. I am requesting an immediate refund.

  

  Business Response

  Date: 07/29/2024

  We understand the importance of providing our customers with the most accurate shipping dates and we are very sorry that we were not able to anticipate the delay that impacted your order. We appreciate you letting us know about your experience and we value every bit of feedback we receive. It is never the experience we want for any of our customers and we greatly thank you for your patience and understanding. Our records show that a senior customer advocate has assisted you with the cancellation process. Thank you for the feedback you have provided.

• Initial Complaint

  Date:07/25/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: some things was not true. Me and a friend brought our mattress at the same time and we both was calling to return our mattresses and was cut off from communication from speaking with them; so we both assumed that this was one of those things we would just have to suffer; but then years later DreamCloud sends a settlement letter; we filed the complaint and it was another year that pasted when I called them and asked what was happening with the complaint; and I asked them had they began pay outs; and about one month later they sends me a $65.61 check. I called them and asked did everyone else get such a small amount and got no answer from them; which tells me that everyone did not. I just wanted to be treated fairly; but it looks like I'm not going to be. 
  
  
  
  Sincerely,
  
  
  
  ****** ****after ten years; so are we suppose to just loose out on everything. I know they can do a lot better than $65.61

  

  Business Response

  Date: 08/12/2024

  In 2020, *** **** purchased a DreamCloud mattress that she determined was uncomfortable after a single night’s use. In this complaint, she suggests that DreamCloud “cut off contact” with her after a few exchanges, insinuating that she desired to further engage Customer Service but was prevented from doing so. This is simply not accurate. Our records show that *** **** first reached out regarding her purchase on 6/25/20.  As a matter of accommodation, on 7/3/20 an order was placed for a Sleep Bundle that she had not included in her order. *** **** again reached out on 7/16/20 to say that her first night on the mattress was not comfortable. In response, our representative advised her of our return policy and encouraged her to give her new mattress some additional time to wear in. *** **** reached out again the next day via email asking for assistance. Our CS team replied asking how it could be of assistance, but *** **** never responded. That is the last communication we have on record.
  
  While *** ****’s mattress was eligible for a return at any time within the 365 night trial period, she never made such a request. With more than four years passing since her purchase, DreamCloud is not able to accept a return.
  
  Finally, *** **** references a payment she received from the Federal Trade Commission in the amount of $65.61. That payment was issued by the federal government in connection with its now-closed investigation of certain mattress labeling. It has nothing to do with DreamCloud's warranty or Customer Service team.
  
  DreamCloud prides itself on providing outstanding customer service, but it cannot be expected to disregard its own policies and provide refunds to customers who are long-since ineligible. DreamCloud engaged in several back-and-forth emails with *** **** in an effort to resolve her concerns. We believe we’ve fulfilled our obligations to *** ****; to the extent she has any questions, she may reach out to our support team directly for assistance.
  

• Initial Complaint

  Date:07/22/2024

  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 first ordered dream cloud king size mattress with frame and sheets 2 years ago. Dreamcloud states 360 day no hassle refund, I called with 8 months of purchase as brand new mattress was dipping an do could not sleep in it, they told me send Al these pics etc and would not give me the refund as originally promised even though with time frame but would email instructions to take photos and get replacement mattress. My fiance then went to hospital with afib and almost so it did take a while to send pics after sent pics I asked again about no hassle refund I was then outside the year so they said no but I said I called within the year twice and kept getting told no we will send replacement mattress I have since had 3 replacements as I keep getting mattress with dipping issue in 2 years I have had to sleep more on my couch and floor then in a bed I spent 1500 dollars. Now it is dipong again, I sent pics as always they say we changed process send pics without weight I do send pics with yard stick to show measurement, then they say no u need to use tape measure not yard stick so I do that and honestly this has been miserable. I spent this money for good sleep And it has been worse ever since this putlrchasm I was lied to about no hassle refund all u have to do is call with 365 days of delivery, then I was told wel at least u have lifetime warranty now the 4 the mattress in 2 years and they won't even honor that. I never thought a so called reputable company would treat people this way

  

  Business Response

  Date: 07/31/2024

  We are very sorry to hear that the DreamCloud mattress has not been a good fit for you. Your comfort and satisfaction are our top priorities, and we sincerely apologize for any inconvenience you have experienced.
  Please be assured that we stand by our 365-night trial guarantee and Forever Warranty. It appears that we didn't receive the requested information from you until after the 365-night trial period expired on 9/8/2022, so we offered and have honored the warranty replacements. We regret to hear that the replacements sent have not worked well for you either, and we appreciate the feedback you have provided about your experience. A senior customer advocate has reached to you to help resolve your concerns and establish a directly line of communication. If you have any questions please reply directly to them so we can provide further assistance.

• Initial Complaint

  Date:07/16/2024

  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 is their headquarters address I gave you their shipping company address by mistake...**** ********** ******* **** ***** ** *****

  

  Business Response

  Date: 07/27/2024

  Thank you for sharing your feedback with us. We sincerely apologize for any inconvenience and frustration you've experienced with your order, as well as any dissatisfaction with the quality of the Serenity Sleep Bundle you received. Our intention is always to provide high-quality products, and we deeply regret that the items you received did not meet your expectations. We also apologize for the unexpected delay that has impacted you order for the toppers. Please know that your comfort and satisfaction are very important to us here at DreamCloud; we are committed to resolving this matter promptly.  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 them for further assistance. 

  Customer Answer

  Date: 07/29/2024

  
  
  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:07/11/2024

  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.

  I am writing to formally lodge a complaint against DreamCloud regarding the mattress I purchased on July 2, 2024. The mattress, which was delivered on July 7, 2024, was supposed to be extra firm due to my lower back issues. However, the product received was noticeably soft, contrary to the specifications promised by the company.Upon noticing the issue, I contacted DreamCloud customer service on July 8, 2024, explaining that the mattress was not as described. The representative advised me to wait for at least two weeks, assuring me that the mattress would firm up over time. Despite my skepticism, I agreed to follow their suggestion.After continued use and finding no improvement, I called DreamCloud again on July 9, 2024, to report that the mattress remained too soft and was causing me significant back pain. I was advised to wait for a full 72 hours before contacting them again. On July 10, 2024, after 72 hours had passed with no improvement, I reached out once more, only to be told that I must wait 30 days before any further action could be taken.During this interaction, I requested to speak with a supervisor. The representative informed me that the supervisor was unavailable but relayed a message suggesting that I purchase a firm mattress from DreamCloud’s sister brand, Nectar, to qualify for a refund. I find this solution wholly unacceptable. I should not be compelled to purchase from a specific brand when the original product did not meet the advertised specifications.I am deeply dissatisfied with DreamCloud’s handling of this situation. The mattress has caused me considerable physical discomfort due to its lack of firmness, and the company’s reluctance to provide a timely and satisfactory resolution is troubling. Therefore, I am seeking your assistance to ensure DreamCloud promptly arranges to pick up the mattress and processes a full refund.

  

  Business Response

  Date: 07/16/2024

  We're so sorry to hear that your mattress hasn't met your expectations with regards to your comfort needs. While we do ask our customers to give their bodies time to adjust to a new mattress, we understand that this can be difficult to do if you're experiencing pain during that adjustment period. A senior customer advocate has been in touch and, according to our records, we see that your return request has been approved and is now in progress. We'll continue to monitor and be in touch with you until the return has been completed successfully and your refund has been processed. Though we weren't able to provide you the right fit in this case, we truly appreciate your time and continued patience as we work towards a resolution together.