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:07/10/2025

  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.

  On May 5, 2025, we called to place an order for a king-size Natural Bliss PlushBed mattress. It is July 10th and we still have not received it. We were told these normally take 2-4 weeks but to they ask us to be patient up to 4-6 weeks. We started calling weekly at the 3rd week when we had not heard anything. Every week it was the same answer - it will be here Friday and we will call you to set-up delivery. We have been told that ********* had issues getting latex which was confirmed with PlushBeds. However, ********* said they were caught up but they could not give us an eta without an order number. We have tried twice to get an order number with no success - we were to get a phone call with the number but didn't. The latest is that ***** was on strike and couldn't deliver - that was three weeks ago. Still nothing - no phone call no effort. When in the store, this company's employees are very knowledgeable; however, once the purchase is made, the lack of communication and customer service is not favorable to a retail establishment to gain repeat customers. We truly just want the ********************** delivered by 7/15/25 but if that can't happen a refund.

  Customer Answer

  Date: 07/19/2025

  Good news! On 7/17/2025, Plush Beds contacted us directly and sincerely apologized for the delay in receiving our purchased mattress. This was attributed to the changes in customs that effected Plush Beds ability to receive their latex. We have a tracking number, our bed is on its way and we should have it next week! 
  
  We feel this is resolved; however, we do recommend that Cloud Mattress revamp their customer service communications by relaying updates to their customers in a more timely manner and ensuring those updates are more honest. Had we known there was an issue due to the customs changes we would not have filed this complaint. Thank you to the owner of Cloud Mattress for asking Plush Beds to call us.

• Initial Complaint

  Date:02/14/2025

  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 purchase a mattress from this company sometime in October 2024. They have an exchange policy. So after sleeping on the mattress purchased from them for over a month I requested a mattress exchage because the mattress was not comfortable and hurting my back. I requested the exchange mid November and did not get it until January 8, 2025 in which I have to keep calling and had visited the store multiple times if you call their number it goes automatically to voicemail and that no one will call you back when messages are left.The replacement mattress that was delivered to me was defective. The topper mattress did not fully expand despite all the instructions provided to me were followed. I had called this company and left voice messages but no response. Have gone to the store multiple times but can't get a a straight answer. My husband went to the store 2 weeks ago and was told by the owner it has been ordered and that he will call us for a tracking but he never did *** until now there has been no call received from them. I spent a lot of money to purchase this mattress juat to be ignored by the company I purchased it from. If they can't replace it I wanted for them to take this defective mattress and give my money back.

  

  Business Response

  Date: 03/16/2025

  Dear ********* *****,
  Thank you for sharing your feedback. We understand your frustration regarding your mattress purchase and exchange experience. We sincerely apologize for the inconveniences you've faced.
  
  
  You purchased a mattress from us in October 2024, and in mid-November, you requested an exchange due to discomfort. We acknowledge that our policy requires a minimum of 40 days for customers to adjust to their new ********************** before processing comfort exchange requests. While we understand your desire for a prompt resolution, this policy is in place to ensure customers have sufficient time to adapt to their new mattress. However, in your case, we proceeded with the exchange before the 40-day period had elapsed.
  
  
  The second mattress, which is a mattress that is handmade-to-order, understandably it took longer to produce and deliver than our standard mattresses. We sincerely apologize for the extended wait time and any delays this caused.
  
  
  We delivered your handmade to order exchange mattress on January 8, 2025, upon delivery you were instructed to not lay or sit on it for 24-hours to give it the full time to expand. The next day on January 9th, 2025 you reported that the mattress topper did not fully expand. Although we instructed you not to sleep on it the night before, you had told us you did. Either way, we immediately instructed you to send pictures, which you did, and provided further instructions to aid in the expansion. We then contacted the supplier, providing them with your photos and details, and ordered a new topper. As this matter fell under manufacturer/warranty guidelines, we adhered to their procedures. We deeply regret any delays or confusion this process caused.
  
  
  We understand your frustration with the lack of immediate responses and tracking information. As a small family-owned business, we occasionally experience high customer volumes, which may lead to delays in answering calls. However, we have a voicemail system and strive to return calls promptly. We also provided you with a staff member's personal phone number for direct communication. We acknowledge that confirmations and tracking numbers are only sent upon shipment, and at the time of your inquiries, your order was still in production. We sincerely apologize that our explanations and lack of a tracking number were not satisfactory.
  
  
  We regret that you felt we were being dishonest. We want to assure you that we were only relaying the information we had at the time. We understand that our inability to provide a tracking number when requested led to this perception. We provided you direct contact information to show our dedication to assisting you.
  
  
  Regarding your husbands visit on February 4, 2025, we confirm that ******** contacted him personally and reiterated that the mattress/topper was still in production. 
  As you correctly stated, your husband did not get a call from ******** because we still had not received a tracking number. Nevertheless, because you and your husband grew very impatient and did not want to wait on the tracking number, you both decided to contact the supplier on February 5, 2025, which was the very next day.
  We acknowledge your decision to contact the supplier directly. But this action prompted them to reassess the situation, and after reviewing your photos and measurements, they concluded that the mattress was in good condition with no manufacturer or warranty issues. We understand that you accepted their resolution, which resulted in the cancellation of our claim and the ordered topper. We sincerely apologize that this outcome was not to your satisfaction.
  
  
  The supplier contacted us and stated that they had resolved the issue with you and you accepted their conclusion/resolution. 
  Based on what we were told by the supplier, we concluded and assumed there be no reason to contact you any further regarding this matter.
  
  
  Surprisingly, you contacted us on February 11, 2025 with questions about the status of your mattress. 
  We were unsure of what you were talking about due to the conclusion of the supplier and your acceptance of their conclusion.
  Again, there was nothing further we could do on our end since we were taken out of the way as the mediator when you contacted the supplier directly.
  At the point the supplier was contacted by you, the burden of resolution then fell on them. 
  They concluded the mattress was in good condition and the manufacturer/warranty case was closed for this issue.
  
  As a business that prides ourselves on acting with honesty, transparency and integrity, we still want to assist you.
  Because of this, when you called on February 11, 2025 asking for the status of your mattress, we asked for clarification. 
  We needed clarification in particular to make sure there was no miscommunication between you, the supplier and us.
  
  
  We then asked you about the communication you had with the supplier.
  You told us that you had emailed them, had provided them with photos / measurements, and they concluded that nothing was wrong with the mattress.
  Even then we still wished to help you, so we asked who you had spoken to from the supplier, which you stated you had no recollection of their name.
  You proceeded to tell us that their name was in the emails.
  When we requested that you forward those emails to us, you mentioned that you could no longer find the email containing the information. 
  Its unfortunate and rather unusual that despite your strong assertions and accusations that we were dishonest and lacked integrity, you were unable to provide the details of your communication with the supplier .
  
  
  In fact, you became frustrated when we asked for these details and mentioned that you could not find the emails. 
  We specifically only asked for a copy of the email details along the names of who you spoke to so that we could try to mediate and advocate on your behalf.
  Without this information, a barrier was created in our hopes of resolving the issue. 
  Perhaps the email and contact information was not given to us because it would confirm they concluded there is nothing wrong with the mattress and your warranty claim is considered to be invalid and the case is closed? 
  
  
  Sadly, you were still unsatisfied despite our best efforts to give you best customer service possible.
  Once again, we persisted to assist you when you hung up the phone.
  This made it difficult to continue the conversation and resolve the issue constructively. 
  Please understand if youre not willing to be patient and allow us to assist you, understanding there are processes you agreed to at the time of purchase from us but also with the supplier when it comes to manufacture and warranty claims.
  Again, once the supplier was contacted we were taken out of way of being your mediator.
  However, you directed your dissatisfaction toward us once the supplier rejected your manufacture/warranty claim.  
  
  
  Lastly, we want to clarify that we do understand your frustration and your desire for an immediate resolution.
  A claim like this takes time and there is a process for these particular claims.
  We do not have any power or control over what the manufacturer decides regarding manufacture/warranty claims.
  
  
  We understand your disappointment that a tracking number was not provided.
  We acknowledge your frustration and desire for immediate resolution. We understand that claims like this take time and we are obligated to follow the procedures that are in place. We apologize that these procedures caused you frustration.
  We understand that you are upset and we are sincerely sorry that this experience was not a positive one. We do value your feedback and we will use this to improve our communication and customer service.
  We cannot offer a refund for this mattress as it has been considered by the manufacturer to be in good condition.
  We are still willing to work to find an alternative resolution.
  
  
  Sincerely,
  The Cloud Mattress Team
  
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22942494
  
  I am rejecting this response because:

  There were many lies written in the Cloud Company' response.

  First of I texted ******* on January 9th at 4:14pm telling that the topper did not fully expand *** mattress remains flat and wrinkly and had followed up another text at around 7:32pm  telling her no change in the status of mattress. I was told it may take few days to fully expand. On 1/11 I send another text telling them same issue but no reaponse from them

  On 1/12I sent another text informing them I havw been sleeping in the couch since the bed was delivered because I wanted to follow their instructions but my back started to hurt. Received a reaponse to go ahead and lay in the bed and they will reach out to the manufacturer. After that text on 1/12 I have not gotten any more update from them. All these lies about mattress being made are all lies because I never got any such information. It was all captured in my text messages. I am not able to upload all screenshots of my text messages because of file size but happy to semd them. I have also gone to their store so many times but do not get any straight answer. Most of the time what I get is the company has not responded to them which prompted me to reach out tp the mattress manufacturer directly. After 1/12 I kept sending text to follow up but no response at all from the owner or staff from Cloud Mattress which is another lie about their responses to voicemails. Dates of text to them are 1/18, 1/19, 1/31 then 2/1. All these text sent did not receive any response at all. My husband went to their store and was told by the owner mattress has been ordered but no tracking can be provided. Another lie. 

  If you are a local company and a customer is making a reasonable concern all efforts must be extended to address the issue. I spent a lot of money for this mattress to just end up having a defective one which either the manufacturer and mattress store will take responsibility.

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

• Initial Complaint

  Date:01/28/2025

  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 1/31/24, I was interested in purchasing a mattress from Cloud in ******. I signed up for Synchrony Credit Card and asked for delivery on or before 11/6/24. ******** agreed and told me he would call on 11/1 and schedule the delivery. I did not receive a call from him, so I contacted the store several times and had to leave a voice mail each time. The following date (11/2), I begin calling again and had to leave several messages. Since the store did not return any of my calls, I decided I didn't want to do business with them and advised them to cancel my order. Cost of the mattress was $2294.99 and Cloud put through the charged to my newly issued Synchrony Credit Card that had not even been activated. I continue to get billed by Synchrony. I told them I never received the merchandise and please discontinue billing me. I filed a dispute with them and asked for help to resolve this with Cloud Mattress. My husband and I went by Cloud several times and Mr. ******** was never there. We discussed the matter with the sales **** and requested Terrace to pay back Synchrony so I wouldn't get anymore bills. Any help you can give me would be appreciated.

  

  Business Response

  Date: 02/21/2025

  Customer did come into the store to purchase a mattress & an adjustable base. She did request that the mattress be delivered on or before 11/6/24, as she wanted the mattress to be there before she had a surgery. Our delivery guys tried several times calling her on Tuesday 11/5/24 to schedule a 2-hour window for the mattress to be delivered on 11/6/24. Unfortunately, they were unable to reach the customer. On 11/6/24 at ******* (which is when we open) they tried calling again, and were still unable to reach her. Since we were unable to reach her, we were not able to keep them on the delivery schedule for 11/6/24. As with all transactions that are going through one of our financing options i.e. Synchrony, the charge is authorized by the customer at the time of purchase & the card does not have to be activated. When the customer called to cancel the order, it was canceled. We were not aware that synchrony was still charging her. Once we cancel the order on our end, the customer deals directly with Synchrony. The customer did do a chargeback with Synchrony but the money was already returned to Synchrony before this complaint was even put through.

  Specifically, the money was debited from our account on 1/22/25. 

  Since synchrony had already debited our account for the purchase amount, I honestly don't understand why this complaint was submitted 6 days after the customer had received the credit back to their account. Once we received this complaint, we immediately tried contacting the customer. Because it didn't make sense for them to contact the BBB seeking assistance on this matter. Especially when they had already received their credit, 6 days prior.

  If she is still getting bills from synchrony, it's possible she is getting charges/bills for other transactions that she has made prior to/or after her transaction with Cloud Mattress.

  I hope this helps. If you have any other questions, please let us know.

   

   

   

• Initial Complaint

  Date:11/10/2024

  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.

  Purchased a mattress during the Labor Day sale. The promo included a free set of sheets, pillows and a mattress pad.I finally got the pillows but not the sheets and mattress cover. Ive called dozens of times (not exaggerating). They never return my phone calls.

  

  Business Response

  Date: 12/27/2024

  Regarding this complaint. We strongly apologize as this matter we thought was resolved. We do have a supplier that typically dropships directly to the customer. We do acknowledge that the customer has called, but we use an internet based phone service that sometimes deletes, doesnt transcribe our messages, or sometimes we dont receive. We did not know that the customer has still not received the free accessories until we received this complaint. To resolve the issue we are going to personally deliver the missing accessories to the customer within 48 hours of this statement. Again we humbly apologize. We have updated our phone system and hope this does not happen in the future. Thank you for your understanding and allowing us to correct this issue.

  Best Regards, Terrance 

  Customer Answer

  Date: 12/30/2024

   
  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,
  
  ***** ******