DreamCloud
Reviews and Complaints

I purchased a mattress and bed frame from this company 6/28. The bed frame was missing parts, the company has not corrected issue. Purchase order D-XXXXXXX. I purchased bed and adjustable bed frame from this company on 6/28. On 7/17, I reached out to company inquiring where my items were as the site states delivery within 14 business days. I was contacted on 8/3 to schedule delivery and set up of mattress frame. Over a month after initial purchase. The white glove company attempted delivery on 8/7. The delivery company was unable to complete delivery because Dream Cloud sent a used bent frame with missing parts. The white glove company could not leave a partial delivery, therefore they took the mattress and frame back. I contacted DreamCloud via email to let them know that I was very upset and had removed my previous mattress in anticipation of delivery of my new mattress and to please send my mattress and frame replacements ASAP. The company then responded they would send me the missing frame parts. I do not have the frame, why would they send me the missing frame parts? The customer service number listed on the website is NON WORKING. On 8/7 I requested a manager or supervisor contact me to have my issue resolved. To date, I have not been contacted by a manager or supervisor. The last email sent was on 8/17 requesting update, the company replied they would reach out to white glove delivery service. I don't understand how the company isn't taking ownership they are the ones sending the product to the white glove company. The white glove company is only responsible for delivery and set-up of product. They can only set up what was sent. Dreamcloud has not attempted to resolve this issue or contact me with useful delivery information. It will be two months since the bed was ordered and still I do not have a bed or mattress frame. The company also hasn't offered anytime of monetary compensation for the inconvenience they have caused by sending a used/missing parts bed frame to the delivery company and delaying set up. The company should also have a WORKING customer service number and not just email/chat communication feature.I would like to have my bed delivered A.S.A.P.

Unable to get a refund from DreamCloud for a bed frame purchased 58 days ago and has never shipped. Bed frame was purchased May 29 (***) via DreamCloud's website for $270.35. Website stated quick delivery. When order confirmation details were received, the order details stated the order would be delayed 3-5 business days. I proceed to try and call DreamCloud on June 2nd with no avail. On June 6th I reached out via email to get an updated status, and Richie S (Customer Service Rep) stated there was a 10 business day delay per COVID. Their tracking system then stated "Ships by June 26." One June 25th I emailed requesting a second update, with a response from John T (Customer Rep) on the 28th of June stating the item was waiting on a scan from the carrier at their warehouse with no shipping ETA was available. I then waited for an update via their residenthome tracking website. On July 15th I email DreamCloud requesting to initiate a cancelation of the order per the delay. On July 16th *** (Customer Rep) emails back offering a $35 discount or a confirmation to proceed with a return. I respond on the same day, requesting a full refund. On July 19th ***. responds offering a $50 discount or offering to submit a return. I respond again, same day, requesting a refund. I then try to reach out to DreamCloud via their website chat featured on July 21st with no luck. On July 22nd, ***. responds thanking me for the confirmation again and offers a $75 discount per management. I respond immediately, stating I understand their strategy however I wanted a full refund and requested she inform her management of this and that my next steps were to file a Complaintsboard.com complaint. ***. then responds (Same day- July 22nd) stating the return has been initiated and will be sent to the warehouse, however there is no guarantee of the confirmation and proceeds to state the next steps of the return process for items received. I respond stating this has been far too prolonged and will be filing a Complaintsboard.com complaint if a confirmation email is not received soon. On July 23rd (***) responses stating the return is processing. Attached are copies of my receipt, order status via residenthome website, and email communication.

Never received product ordered and getting the run around for a refund. Attempted to resolve the issue with Dreamcloud with no resolve. I placed an order with Dreamcloud (aka Nectar Sleep) on 4/27. I paid for a mattress and mattress protector. I received the mattress on 5/7; however, I never received the mattress protector. All things being understood with COVID and delays, I reached out via their website online chat as no one answers the phone. I waited for hours to get a person, who would tell me my order was on it's way and should be received the following week. I inquired about my purchase numerous times (probably 4xs) via the online chat during the months of April and May. I sent an email on 6/25 to customer support requesting a refund yet again. I have been told they could not refund as the mattress protector was being shipped from the warehouse and they could not tell if it had shipped. Their tracking # is not valid and now no longer exists. I received a return response from my 6/25 email on 6/29 (from Irene E) which stated they were able to submit a reroute request so they would not ship the product. They had no updates from their warehouse yet per the email. I was then informed if I do not receive a cancellation confirmation email (which I did not) I would receiving tracking information (which I also didn't receive). I was informed if it shipped and I received it, to take a photo of the package's tracking label and package then they would review the photos and respond with a return label. It is now 7/23 and I have received no product or emails. I reached out yet again today and was informed by (***. ) the item was shipped and delivered on 7/16. The tracking # I was given was #*** . I was told to check my address and the tracking #. If tracked it through UPS and the tracking # above indicates the item was delivered on 5/7 which was my mattress. Nothing was delivered on 7/16. I can't understand how something that is taking 3 months can not be cancelled and refunded. Additionally, I have been met with very rude correspondence via the online chat and incredibly incompetent staff. We're talking about a $99 mattress protector. I've been more than patient and I want my money returned. Thank you

Requested cancelation due to unacceptable shipping delays and have not gotten a cancelation or a refund. I ordered a queen Dreamcloud mattress on August 15th and the advertised shipping time was 7-14 business days. After reading other complaints I became concerned that they would not ship my mattress and free pillows in their advertised time. I contacted costumer service via email on August 24th and informed them if they could not live up to their advertised time I wanted the order canceled. *** told me not to worry because it was still within the time frame. I I received an email on August 27 that my order would be delayed 7-14 business days. At which time I emailed again and stated that I did not accept the new shipping terms and that I would like my order canceled. *** replied completely ignoring my request and simply stated they were unable to guarantee shipment times. I immediately replied and expressed again that I wanted the order canceled. Juan C replied and repeated that they cannot provide an ETA and offered me a $50 refund. I again immediately replied and declined again stating I wished the entire order to be canceled. I received no response so I called a few hours later and spoke with Hubert who assured me 100% that the order would be canceled. I made him repeat this phrase to me because reading other complaints had me skeptical. He he then emailed me stating, contrary to what he said on the phone, that a cancellation request has been submitted but cancellation was not guaranteed. On August 28th I received an email that the pillows had shipped despite my repeated requests to cancel the order. I emailed on August 29 reititerating I wanted the entire ordee canceled. *** O replied that I had to take a picture of the boxes and tracking label and they would arrange a return. She confirmed that a cancellation request was submitted. September 1 I received the pillows and took the requested photos and *** O told me FedEx would pick them up on the 3rd. I replied on the 2nd that I was still waiting for a cancellation confirmation for the mattress. *** S. replied on the 2nd that due to the 7-10 day cancellation process time (!) that a label had been created and the package would be delivered. She did not give me an estimated ship date/time frame.

Dreamcloud refused to cancel my order prior to it being processed and now is forcing me to wait for a mattress that has no forseeable shipping date. 4/22 I ordered the mattress (came with "free duvet"). Website and receipt indicate my order would ship in 3-5 business days. On 4/26 I received an email stating my order was delayed. Having heard nothing else, on 4/30 I requested that if I had no tracking information by 5/1 then I wanted my order cancelled and payment refunded. 5/2, I was emailed a link that showed the "free duvet" was being shipping; however, the mattress was still "pending". I emailed back stating I had requested my order be cancelled by 5/1, Dreamcloud's customer service team responded stating, "..we are unable to stop the package once it starts processing.". I understand my "free duvet" was processed AFTER I requested cancellation; however, my order was for the mattress and that still, as of 5/9, has no tracking information and no available updates. How can an order be "processed" when it hasn't been packaged and/or prepared for shipping? My numerous correspondence with this company has failed to accomplish anything, I have the emails to prove it. It has been 17 days since I placed my order. Your company has failed on every front to honor its promises. Even after accepting their failure for cancelling my order both items I conceded that I will simply return the unopened "free duvet" and asked that they just cancel the "processed" mattress order. Keeping in mind there have been no updates on any progress with it in 17 days, I expected a fair response that since that part of the order has CLEARLY not been processed, we could come to an arrangement. However, the only response I get is that I have to wait, for an unforeseeable amount of time, to receive a mattress I have repeatedly asked to cancel my order for. I do not want the mattress. I do not want the "free duvet". I want my mattress order cancelled, my "free duvet" returned. The reasoning behind not cancelling my order was that my order had already been "processed", how is that possible when the mattress shipment has never even been started? Please, you've already lost my business, just make this easy on both of us. Cancel my mattress order, I will return the unopened "duvet" and refund my card in full. That is all I ask.

DreamCloud has falsely advertised their 365 sleep night guarantee. I purchased an original version DreamCloud mattress in July. The mattress was delivered on 8/1. The bed did not expand as guaranteed so we were unable to sleep on the mattress. I emailed DreamCloud on 9/1 (again after my original requests were ignored or not received) and supplied them with the required pictures to have a new mattress sent to replace the defective original. On 9/6 we received the new mattress, but it was the newer "DreamCloud 2.0" version that was received. DreamCloud stopped making the original version. The DreamCloud warranty states that you are promised 365 nights to sleep on your new mattress. I emailed DreamCloud on 6/5 explaining the mattress did not work for us. I was advised to try a topper at no charge to see if it helped. We received the topper and put it on our 2.0 mattress. It made our issues with the mattress even worse. We tried some other tactics to no avail. I emailed DreamCloud on 9/5 and advised I wished to proceed with being refunded; that we had given the mattress an honest try and it simply did not work. I was advised we were out of the 365 night guarantee. I asked how that was possible since the mattress had been delivered on 9/6. In my attachments you will find the email chain between myself and DreamCloud where they state the 365 night guarantee began on 8/1. Even though we received a defective mattress that could not be used and received a new version mattress on 9/6, we were told that the DreamCloud 365 night guarantee began on 8/1. They stated the receipt of the new Version 2.0 to replace the defective original did not begin a NEW 365 night guarantee. Nowhere in their warranty does it state receiving a new replacement mattress does not qualify for their 365 day guarantee. Their guarantee states the 365 night warranty begins when you receive your new mattress. I received a new mattress on 9/6, and requested a refund on 9/5. Not only did we NOT receive the original mattress we paid for, but we received a completely different model from what we originally wanted. We were NOT given 365 nights to test out the new mattress we were delivered on 9/6. Simply put, when a company has the guarantee of 365 nights to sleep on a new mattress, that includes new mattresses sent to replace defective ones.

Mattress was ordered on February 25th and still not delivered. Continue to receive emails pushing shipping further out. I ordered my mattress on 02/25, order#*** and didn't use financing of any kind but paid for the purchase in full. My order was *** and their website stated my mattress would ship out in 7-14 days. I have reached out to *** on 3 seperate occasions asking why my mattress hadn't shipped and when would it be shipped. I could never get an answer and was always told they didn't know that the warehouse is preparing the shipping sticker and only updates their system once a day. I was told every excuse from low man power to the pandemic. When I originally ordered my mattress I did so with the promise of my mattress being shipped out within 7 to 14 days, so with that I ordered a new platform bed frame from ***. Well my bed frame was delivered over 5 weeks ago and has sat in my living room with no mattress to put on it. I was first told my mattress would be delivered March 8th then it was pushed back to would be shipped out sometime between March 12th through March 18th then it was pushed back again to be shipped sometime between March 19th through March 25th and here we are today March 25th and I just received yet another email pushing my shipping date back sometime between March 26th through April 1st. I can't see the light at the end of the tunnel with receiving this mattress, had I known that the company was misleading those looking to purchase a mattress I would have purchased a different mattress in my hometown. I do not know how it is lawful for any company to advertise that they will ship a product out within 7-14 days knowing that the company will in fact not be shipping within the time frame and in fact in some instances not shipping out within 6 to 8 weeks! *** sure took the money from my account immediately. I want my mattress to be shipped now not sometime between March 26th through April 1st but immediately. They should not be allowed to take any more orders or anyone else's monies until they have shipped out all orders that customers have been waiting to receive or they should have to put on their website in big bold italicized letters that the products are on BACK ORDER so that the customer can decide BEFORE giving their hard earned money if they want to wait a ridiculous amount of time for a mattress.

I started a return request March 5. I have been rerouted to 2 additional "outsourced" return processes, and still no resolution. Purchase date, Dec. 25, 2020. Order # *** Paid with *** The website specifically states a "luxurious return experience," and no place does it explain the actual hassle filled return process, the extended length of, or the full requirements. I began my return request March 5. I have been (supposedly) outsourced to 2 additional places, and have yet to get a solid answer on my return. I haven't had the same "retention" (not service) specialist since I started this process. Each response or request has a new name attached to it. After telling them I did not want to keep the mattress due to the extreme pain it caused, they offered a free topper. My answer was no, please initiate a return. Then it was an offer of *** off. The answer was no, with another request to initiate the return. I had to follow a link to an outsourced affiliate, amounting to a purchase/return questionnaire and to upload required photos. I then had to answer all of those questions again by phone, and again in an additional "verification" email. Each time, I have to wait a day for response/reply. After all that nonsense, I was outsourced to another company to arrange pick up/return, etc. I was to wait 3-5 days. It has been 5 days since THAT source was contacted, again with the same verification necessary, but there has been no response. *** was notified by me, when I started the return request, of a nearby donation center, to make things easy for them on their end. There are no well known donation companies near where I live, which is very rural. This is purely bad business. How can they claim to have a "luxurious return policy" ? Perhaps they hope to harass people into keeping the mattress and losing refunds on a large purchase by delaying them distraction and no longer caring? Hoping they'll give up and keep a purchase they don't want because it wasn't what it was touted to be, by creating a runaround-circus that runs long-term? I just want this process over, and to be done with a company that doesn't do as advertised. They are unprofessional in their business practices. At the very least, they should be required to include that refunds and resolution do not take place until after you go through their circus routine. I'd like them to do the right thing, stop making it difficult, and wrap up the process with my refund ASAP! It really isn't a complicated thing to do.

I purchased a DreamCloud mattress and completed the return requirements. My money has not been refunded to me from the company. I purchased a Queen Size DreamCloud mattress and sheets on March 29 for $*** order number *** and received it on 4/3. It had a 365 day return policy. , I bought a Mattress protector from Target and placed it on the mattress before ever using the mattress. After 2 weeks sleeping on this mattress, I knew this mattress was not right for me. I tried calling the number of the company and was placed on hold for at least one hour. I then tried opening a chat through their website. I was in queue for 1.5 hours before they finally got to me. The interesting thing is that when I ordered the mattress through the website on chat, I had no time to wait before chatting. The company said I must sleep on it for 30 days before I could return it. I slept on it the 30 days then tried to start the return again. T This company is not even answering the phone anymore. They have a message saying to email or use chat, which I have done. I have been in contact with someone named Pablo. When the 30 day sleep requirement was satisfied and I first "Chatted" with Pablo, he tried to offer me to keep the mattress with a deep discount. I also offerd to send -free of charge- a mattress topper to make the mattress more comfortable. I refused all of this and clearly said I wanted my money back. I have satisfied all requirements for the mattress return however I have not gotten a refund. Since I have satisfied all the requirements of which meant Donating the mattress and sending documentation of the donation and also returning the sheet set with the return label they sent me, the company will not respond to my emails. I have emailed requesting a date when I will receive my refund. I have also emailed "DreamCloud Sleep Support through the website. The company is not answering me. This has been a total nightmare. I am out at this point $*** for this Mattress and sheet set. The company is not upholding their return policy. They are not being truthful in their advertising. I have donated the mattress so now am at the point of having nothing for a cost of $***. I have all purchase receipts/invoices, Fed ex Tracking of returning the unopened, unused sheet set, pictures required of the mattress, all emails that I have sent and responses received until my process was complete and I was due the refund. I have not received the refund and the company is no longer responding to my emails and they will not answer their phone.

DreamCloud will not allow me to cancel an order that has not shipped. DreamCloud will not allow me to cancel an order that has not shipped. I ordered a queen-size DreamCloud hybrid mattress on Monday, 4/27. The website has a banner scrolling across the page indicating "We are shipping within 3-5 business days." I am almost certain that at the time I placed the order it said 2-3 days. I received an email on Tuesday 4/28 stating that my mattress was being assembled. As I had not heard any updates since then, I emailed on Friday 5/2 to inquire if they were experiencing significant delays due to COVID-19 and if I could get an update on when it should ship. *** on th DreamCloud Support Team replied on Saturday 5/3 saying the mattress already shipped. She provided me with a FedEx tracking number and said the mattress had shipped but the free duvet they were throwing into the order was still in the warehouse. When I checked the tracking, it indicated that the label had been printed but that the package was still awaiting pickup. It had not shipped as *** had indicated. The status has not changed since Tuesday, 4/28. As I need a mattress, I emailed at 6:54 AM this morning, 5/7, and asked to cancel my order. At 9:30 AM I received a generic email advising they are experiencing delays of about 5 days. No updates had been sent prior. Their website still says they are shipping in 3-5 business days. My mattress still has not shipped. I tried calling but their customer support lines aren't open, likely due to COVID-19. So, I opted to use the customer service chat feature on their website. After a 30 minute wait, a gentleman named *** V. asked how he could assist me. I told him I wanted to cancel my order as it still hasn't even shipped. He told me the order cannot be canceled once the label has been printed. But the order hasn't even shipped. He then told me they were shorthanded in their warehouse due to the virus. He then told me that my order already shows as shipped because the duvet was sent out. He provided me a tracking numberr for the duvet which, when I checked, showed that the duvet alone was shipped out yesterday morning. The mattress still has not shipped. As the mattress still has not shipped, I want to stop the order before wasting FedEx' time. *** told me I'd have to wait for the order to arrive and then they would send me a return shipping slip. I do not want to pay for shipping if I have to wait for it to ship to me first. As things stand now, I do not want to use a product put out by a company not willing to respect their customers. Their site is dishonest about shipping times and their customer service reps clearly won't let people cancel a placed order no matter how many times they have asked.

Poor Customer Service and False Advertisement I placed an order for a king mattress, frame with headboard, and mattress cover from DreamCloud Sleep on 04/24. We ordered from this company specifically because their website stated that they were still shipping within 2-3 business day with safe employee handling amid the COVID-19 pandemic. On 4/25 I received an email that our order was being assembled and we would receive an email with shipping information to follow. On 04/27 I received an email that our shipment is running behind and they "would provide more details soon" . On Wednesday 04/29 I sent an email asking for an update as I had not received one yet. I tried to call first but there was a message on their phone service stating that they are discontinuing phone calls. On their website it still stated (on 04/29) that they are still shipping in 2-3 business days. I put in my email that they need to change that as it is falsely guaranteeing something to their customers inaccurately. I also voiced concern that I had not received an update as promised and there is noone available by phone to answer questions which is alarming to customers after spending $***. I also voiced that the only reason we went with this company is because they stated very proudly that they were still shipping in 2-3 business days. Our first choice was almost $700 cheaper but we did not want to wait over 2 weeks for the product to arrive. On 4/29 I received an automated response from DreamCloud only with a link to track our order which all still said Pending and no other information. I replied again on 4/30 asking for more information and ETA for the shipment and asking someone please call me- I left all of my contact information. On Monday 05/04 I sent another email stating that this is my third email with no reply to the last two and no updates on the order as promised. Their website now states orders being shipped within 3-5 business days (which is still inaccurate). I just sent my last email (Email #4) on 5/06. No replies, no contact, no updates. We now spent $700 more than we originally wanted on a product that now looks to be arriving later than our original choice which we did not want to wait for. There has been to attempt to make things right, no apologies, no update. We are very upset and very dissatisfied with the lack of customer service, the false advertising, and utter disrespect for their customers. We have no way to cancel the order either which makes things very frustrating as we cannot even cancel and order elsewhere as they have already charged us for everything we ordered. Business is conducting false advertising when product ships out also incorrectly letting customers know how to contact them as their phones are shut off and nowhere on the website does it state this.

Cannot return items that have been opened or tried, even if it is within 24 hours. Must send picture of unopened item. No refund of two items Order #XXXXXXX Ordered items on 4/14, received about a week later, around 4/20 or 4/21. Initiated return on 4/25, made 2 calls to return and got disconnected after about an hour of waiting on hold, 2nd call not ever answered, line went dead. Resorted to emailing the Dreamcloud Returns team. I explained that the mattress protector overheated me and that the weighted blanket did not have the weight equally distributed, pick up the blanket and 20 lbs. of glass beads fall to the bottom. Neither product was I happy with or could use. Later noticed that the zipper was bent, on the weighted blanket, which did not allow you to zip it all the way, defective. When I got an email response after 5 days I was asked to send a picture of the unopened box or packaging for both items. I told Jose I had opened both, he said no returns on any items that are opened. I questioned not being able to try the item to see if it works for you. I was told that all items returned go to a warehouse and there is not a way to repackage them. I do not feel the responsibility of the logistics, of where returns are delivered to, should be put on the customer. I have never come across a company that does the majority of its business on the internet but does not allow returns on items that have been opened or an item that does not work for the customer. I can never use either item, one overheats me, the other has all the weight on my lower legs/feet which is not the purpose of the blanket, I cannot use it. I have the original packaging for both items, but because they were opened THEY MAY NOT BE RETURNED. I sent 8 emails to the company trying to resolve this. My emails were professional, no swearing, complete explanations of why I couldn't use the products. I have to conclude that this company is not concerned about return or repeat customers. I spent *** on the mattress protector and *** on the weighted blanket, I am out *** for items I cannot use. I later noticed the zipper was bent on the weighted blanket and could not be zipped past that point, even though defective they would not take return but offer an exchange. I do not want an exchange because their weighted blankets are manufactured in a manner that does not distribute the weight evenly. The word "quilted" is used in the title of the blanket on the Dreamcloud site, if it was quilted the weight would be evenly distributed, so I think this is false advertising. I have the original packaging for both. Resolution to these issues would be *** credited to the credit card I put this order on. It is now June 8 and I have gotten nowhere in this process. Very disappointed with Dreamcloud. Sincerely

I cannot get this company to honor their own warranty, despite many emails, photos of their product, etc. I have sent and/or responded to almost 2 dozen emails. Many times, the company does not even bother to respond, unless I again reach out to follow-up. I have sent email to support at Dreamcloud, Retail Product Support at Dreamcloud and Nectar Sleep, all of whom have at one point or another responded to one oy my emails. Getting them on the phone is a lesson in futility...long waits with calls that are never answered. Their chat room is equally useless, often taking a long time to affect no resolve. I purchased the mattress after reading the hype. Looking back, I didn't see any negative responses posted. After about 6 months, the mattress began to fail...causing significant sagging either side, (no, my wife and I are not heavy people) so this sagging appeared to me to be a defect. After some time back and forth, they finally sent a replacement. After about 6-7 months more, the same issue only this time, with significant "dip" on both sides of the mattress. We now have sagging and large dips where we sleep. I have emailed them several times...I have sent 12 different photographs per THEIR instructions. Each time, I wait to hear back...NOTHING. Then, only after I initiate the outreach do I hear back. Now, they want MORE photos, only this time I am to perform their neo-scientific version of a measured "weight test"...effectively, looking to see the sag/dipping I already described and have shown in the photos ALREADY PROVIDED. I began the process with them on 1/20. Now, 8 days later, still nothing. I have reached out many times, responded to whatever they asked when they asked, had to initiate the follow-up each time and still, they require MORE photos! I'm done. No customer should ever have to provide this much detail...ever! They should not have to take the bed apart, perform these ridiculous tests only to show what the complaint is in the first place. No one would spend over $*** on a product just to have to take their personal lives apart months later to get warranty help. Now, this company says that since i am out of the warranty period for their refund, they can only exchange. They will only exchange if I provide even more photos. My back only NOW is hurting as a result of their mattress. I have gone above and beyond to provide what they have asked. I, the customer AM NOT HAPPY with this product that does in fact, last about 6 months. Perhaps this was a bad batch...perhaps a faulty set of materials, I don't know. What I do know is this won't pass the Magnusson-Moss Federal Trade Act for merchantability and fitness and it will never pass my own, personal needs. i think Dreamcloud needs to honor their warranty...stop making people jump through ridiculous hoops and help their consumers get it right. Delaying with these antics, ignoring consumer complaints, responding only if/when the consumer reaches out...again and again is nothing more than a stall tactic.

I purchased my bed and after not receiving it within the promised 7-14 days, I requested to cancel the order on day 21. I initially placed the order on August 6, which included a complimentary Slumber Bundle with a mattress protector and sheet set valued at $150, and a Dreamcloud Mattress Twin discounted from $799.00 to $599.99. On August 24th, I inquired about the delivery date and received a response indicating a delay and promising updates. By August 28th, after another unsuccessful attempt to cancel and get a refund, I was asked to provide pictures of the unopened bonus items without the original packaging, which had been discarded. The company's response was unsatisfactory, and despite assurances, no manager contacted me. Other customers seem to have faced similar issues. I am still awaiting a refund and a return label for the 'free items.' The company's customer service has been disappointing, and I have yet to receive a promised follow-up from a supervisor. The total payment was $640.93, with no interest charged, as per the credit terms.

Looking for full refund / cancellation to be processed ASAP. I have been getting misleading and different information since the order was placed. Order *** was placed on 6/15, for (1) Queen Sized Dream Cloud mattress and (1) Free Anniversary Bundle, with 7-14 day expected shipments (Due to COVID). 6/18 Received email stating order was running behind due to COVID and to expect 7-14 Days until shipment. 6/19 Received Anniversary bundle. Opened and washed bedding and mattress cover and tried them out with the (2) free pillows. Unhappy with the quality of the sheets and pillows, but they were free, so no harm, no foul. 6/26 Submit request for mattress order status as links emailed were bringing me to a "order data missing" page and just showing "processing" on website login. Received a response with a link that took me to the "order data missing" page again, and responded requesting the information. 7/5 Received response to request apologizing for the delay and stating that they had no idea when they would be shipping the mattress due to COVID and truck shortages, but they were trying their best. 7/11 Emailed cancellation request, and logged into DreamCloud Chat to request cancellation. Spoke with Agent Jared M, to request information and cancellation. After a back and fourth discussion, he asked me to wait another week and he would give a $50 refund for the inconvenience, to which I agreed with hesitation and requested that someone stay on top of the order. 7/17 Order status still showing "processing", So I reached out via DreamCloud Chat again. Spoke with Agent Anne D and requested cancellation of the order. Was offered another $50 refund for the inconvenience, but decline as they have no idea when product will be shipping out. She apologized for the inconvenience and submitted a cancellation request, which she informed me would take 1-3 days to process and then a refund would take 7-10 business days to post. 7/19 Order status still "processing" and no updates on cancellation request. I reached out via DreamCloud Chat and spoke to Agent Gazelle (Transcript not yet received). Requested status update on cancellation request, to which I was now informed that they received an "update" and cancellation requests now take 7-10 business days yo process for approval. I advised that this was ridiculous, that none of the Agents are giving the same information, that no one can give accurate updates or any confirmation of where things are or when they will be processed and that I was ready to contact the Complaintsboard.com. She asked for my email and stated she would personally email me within 24-48 hours and "hopefully" have an update. I want my full refund processed. I understand COVID is happening, but this is the worst customer service and purchasing experience that I have ever had. Nothing but a complete run around with no solid information, but the entire time, they continue to promote 7-14 day shipping on their website and send out advertisements stating they are shipping in 7-14 days to customer that they have their product held up in a warehouse.

No reply for warranty issues after calling, chat attempt, and emails. A mattress, platform and protector were all purchased in December . The platform was delivered in a few days, the mattress a few weeks and the protector was never delivered at all. After a month of trying, I finally received a refund for the protector. The mattress has a 365 day return period if we do not like it. The mattress in sinking where my spouse and i sleep. I have been trying to contact this company for several weeks with no response. 3 emails over a 2 week period with no response. I cannot get through to customer support on the phone, and the chat option just makes me wait for hours. I was just looking for how they will remedy this issue, but now I would like to return the mattress. i do not feel this is the way to take care of a customer that spent over $1400 with this company. Below, is a copy of the order confirmation and below that are my emails that have not been answered. Your order is expected to ship within 3-5 business days. Your tracking # will be sent with your shipping confirmation. Please note, items may ship separately. We are excited about your new DreamCloud Purchase! You will be sleeping in luxury in not time. We have provided the details of your order below. Your Order Details Billing Address *** Mon, May 11 at 2:20 PM This is now my third email regarding this matter. Online chat is hours of waiting and I cannot get through on the phone. If I do not get a response in the next 48 hours I will file a complaint. Your company had no problem taking my money immediately, but the mattress arrived 3 weeks late, I never received the mattress cover and it took weeks to get a refund. Now this mattress is collapsing and causing sleepless nights. Hide original message ----- Forwarded Message ----- *** Sent: Wednesday, May 6, 09:58:54 PM EDT Subject: Fwd: Sunken mattress This is my second email about my mattress, please get back to me on this matter as soon as possible. Thank you. Sent from my iPhone Begin forwarded message: *** To: [protected]@dreamcloudsleep.com Subject: Sunken mattress I purchased a king mattress in December. Both places that my spouse and I sleep have caved in. We have rotated the mattress to see if that made a difference and it has not. The middle of the mattress is considerably higher. Please let me know the next step to having this issue resolved as it is only 5 months old. The order confirmation *** Thank you.

I purchased ***. worth of merchandise from DreamCloud Sleep. I have yet to receive my mattress. On June 23 I purchased a queen sized mattress and foundation from DreamCloud Sleep. The purchase totaled just under ***. The order number is ***. When I made the purchase their website was advertising 5-7 day shipping. The website also showed when I made my purchase that the mattress and foundation were both in stock and ready to ship. Six days after I made my purchase I did receive the free gift that I qualified for because of my purchase. I did discover later that I was actually charged $100. for 2 pillows and a couple of terrible quality beach towels that the company said were free. On July 6 I received an email stating that due to the pandemic my purchase had been delayed as their shipping partner was running behind. I had no problem with a bit of a delay as I do understand that situation. I waited patiently for another week and emailed the company. After several days of waiting for a response to my email I did receive a response saying that the delay was now not due to the pandemic but that because of the large order volume the company has experienced that this has caused a "Huge" backlog in orders and that as soon the merchandise was available for shipping that a shipping label would be created and it would be logged into their system for pickup by the shipping partner. I did on July 17 receive the foundation for my mattress. The foundation was $250 of my ***. order. I tried numerous times to call the company and only received a voice message stating that they aren't excepting calls and the company can be reached via email or on the website via their live chat system. I attempted at least 6 times over the next 2 weeks trying to do a "Live Chat" but after waiting hours...and I mean hours in a que that never moved much I became very frustrated. I did notice on their website that they had changed the banner to 7-14 day shipping although at this point I had waited over 4 weeks and hadn't received my mattress. On July 26th after sending several more emails I was able to get to speak to customer service agent on there "Live Chat". During that chat I was told that DreamCloud is working tirelessly to fulfill their orders but that it is the shipping partners fault as that my order is ready for shipping but that *** is the problem. I did check into there claim as I have a relative that works for *** and he assured me that although they have had some delays that a 3-4 week delay has not happened and that this is not a shipping partner issue and that it is an issue with DreamClound Sleep. I did during that chat ask for the name of the company president but they refused to give me the name. I did find out that information and email *** on Linkin but he to hasnt responded to my message for 10 days now. I did on Aug 1st get through on the chat system again was told by a different rep that they are doung their best but that they can't control their shipping partner *** and the delays that *** is experiencing. Okay so now it isn't ***s delay its *** The company offered me a small credit for my trouble but still had no idea when my ***. mattress will arrive.

Credit card charged before shipping product - product not received and unable to reach customer service. Phone line unavailable. Purchased a queen mattress on April 20. Order #: ***. Website said order would ship in 3-5 business days. Contacted customer service via online chat on 4-30. Waited on 'hold' for two hours before reaching ***. Start Time: [protected]:50:05 End Time: [protected]:36:16 Transcripts: Agent *** has joined the chat. 13:50:45 ***: : Hello! how may I assist you? 13:51:11 ***: : I'm checking on the status of my order 13:51:51 ***: : Order #: *** Order Date: April 20 Your order is expected to ship within 3 business days. 13:53:44 ***: : Please allow me a moment while I review this order for you. 13:53:51 ***: : Ok 13:57:16 ***: : Upon reviewing your order I can see that we are experiencing a high volume of orders and we are a little behind processing the shipment for your items, so far we do not have an estimated shipping date but we are working hard to ship out your items as soon as possible, once the shipment for your items takes place we will send you an email confirmation. 13:58:24 ***: : What about canceling the order? 14:00:38 ***: : Since this order has been received by the warehouse and it is currently processing, it can not be canceled at this moment. 14:02:49 ***: : I'm not happy about this. I understand it is not your fault. I waited almost 2 hours in the chat queue just to be told you don't know when the order will ship and that I can't cancel the order. 14:06:58 ***: : I know that all this situation is very frustrating, I do not want to speculate by providing you wrong information, information such as a shipping time frame that I don't have, the only thing that I know is we are working hard to ship your order as soon as possible and once the shipment of your order takes place, we will send you an email confirmation. 14:08:36 ***: : Is there any sort of refund or discount you can apply to this order? 14:09:48 ***: : Yes, due to this delay I can apply a $25 discount. 14:10:20 ***: : That's it? Wow 14:14:09 ***: : Let me ask if I can offer more than that, please allow me a moment. 14:14:19 ***: : Okay thank you. 14:15:20 ***: : I have an almost*** charge on my credit card for an order that hasn't shipped, can't be canceled, and is unknown when it WILL be shipped. 14:25:09 ***: : I'm still working on your order. 14:25:21 ***: : Ok thanks 14:27:57 ***: : In this case, let me inform you that I can offer you a $40 discount. 14:28:57 ***: : Okay. Thank you *** 14:30:35 ***: : This $40 discount has been applied and it will be posted on your account within 3-5 business days. 14:32:56 ***: : Do you have any questions or anything else I may help you with? 14:34:40 ***: : No. Thank you for your help The visitor has left the chat. The chat is ended. (14:36:16) Received $40 credit and was told I couldn't cancel the order. May 7, still have not received mattress. Called customer service number and was answered by a recorded message saying they were no longer accepting phone calls. Signed back on to chat support at 11:36AM. Still in chat queue at 2:12pm, *** Have been #27 since at least 12:30pm.

DreamCloud is not honoring their risk-free 365 night trial. They are not allowing returns/refunds as advertised, customer service is ignoring requests I purchased a DreamCloud mattress online in July . Per company advertisement and policy, the consumer is supposed to be given a 365 night "risk-free" trial to determine if the mattress is the right fit for them, since you cannot physically lay in it prior to ordering. They also advertise free shipping and free no-questions-asked returns. Within the first month I knew that the mattress was not the right fit for me. I was active duty military at the time of purchase and was struggling with chronic neck and back pain, which the mattress was exacerbating rather than helping to relieve. I emailed customer service and stated that the mattress was much to firm for my husband and I and that I would like to return it. They offered to send us a memory foam mattress topper free of charge for us to try. They sent it to the wrong address and after several more communications we got it delivered to the right address. After trying the mattress with the topper, BOTH my husband and I were still tossing and turning and were uncomfortable at night and tired in the morning due to the mattress. In August , I emailed customer service requesting to return it. The agent offered to let us keep the mattress and give us a $275 discount off the purchase price of $***(financed). I declined because I really needed the refund to purchase a more comfortable mattress that didn't cause me more pain and even less restful sleep. The DreamCloud agent then asked for photos of the mattress and tags which I sent, and then they emailed a link for me to find a local donation center that would pick it up. After which they instructed me to send a photo of the donation receipt and told me I would be refunded. I searched for donation centers with the link provided and none were available for pickup or even drop off within my zip code in Idaho. At that time I was diagnosed with a service/connected disability, discharged from the military, and moved home to Michigan. I took the mattress with me in hopes that I could find a donation center in my new local area that could take it and give me a reciept. I arrived in the midst of the COVID-19 Pandemic and have called every donation center within 100 miles of my location and none are accepting mattress donations. I emailed DreamCloud again in June to ask for help and see what they advised since I was approaching the end of my 365 night trial. They told me that my return was closed because it had been too long since it opened and I needed to send more photos and my contact info. I sent them that info on July 1st and did not hear back from them. I called them every day for a week and was on hold for 30+ minutes each time. No one ever answered so I tried the online assistant and it said I was 9th in queue and I never moved forward in line. I messaged DreamCloud on Facebook and Instagram to ask someone to contact me and never got a reply from either. I tried emailing customer service again and even emailed the CEO of DreamCloud Holdings, LLC and was again ignored. I am now submitting this complaint to see if I can get this resolved. If not, I plan to file a claim in small claims court to get my money back so that I can finally purchase a new mattress and get the sleep I so desperately need. This has been a nightmare and I urge other consumers not to purchase with this company or to order a mattress online that you cannot lay on and ensure you're going to be comfortable. My husband and I have been taking turns on the couch for almost a year now because it's more comfortable than our bed.

Ordered mattress on 8/1. Delivery was "7-14 days". Today is 8/31, and the mattress is still "processing". After MANY emails, they won't cancel. I purchased a mattress from DreamCloud on 8/1. At the time, they promoted shipping in "7-14 days". I sent an email on 8/12 checking in on the status of my order because the website still said processing. At this time, their website still stated this timeframe for shipping on new purchases. I contacted them again on 8/15 and asked them to explain what the real hold up was. A "Customer Success Team" member said that it was the "10th business day". On 8/17 another "Customer Success Team" member offered me an appeasement of $50. This team member explained that "shipping timelines and different state restrictions for shipping providers are changing daily". I was also told "We expect your order to ship out soon." Mind you, during this 15 day period, I had ordered a mattress from another company for my son that came within a week period and a bedframe for my new mattress that came in 4 days. Both of these companies used FedEx like DreamCloud supposedly does, so I'm not quite sure how they can be blaming the shipper here. As of 8/27, my mattress was still "processing" and had not shipped. I reached out again to DreamCloud that evening because the next day would be the 20th "business day", and I was concerned that my mattress still had not shipped. At this point, I was now told that the "shipping timeframe is 18-21 business days". When I again expressed my frustration about this terrible experience, I received an email reposes that said "We experienced an unusually large number of orders" and "Moving forward, we are unable to provide a specific date when you can receive the order..." I replied that I wanted to cancel the order. They tried to get me to avoid cancelling by offering a $35 appeasement. I replied to them and addressed their false advertising ("7-14 days" and the statement of "Fast Delivery" with a FedEx icon on their website.) I again stated I wanted to cancel my order. On Friday 8/28, they emailed me offering a "450 discount". They stated "We do have a huge delay and we are doing our best to to be caught up by making internal changes in our operations." They also stated that they wanted me to "give it one more week". I said no. I also stated that I had seen negative reviews here, and that I could easily reach out myself. I then received an email saying they had sent my cancellation request to the warehouse. On 8/30, I emailed and asked how long the cancellation process would take. Today, 8/31, they told me "We cannot guarantee the time frame on when we can cancel your order, but rest assured, one approved by our warehouse, you will be notified by email." I replied and explained that the warehouse was a big part of the issue here, and I pointed out that the tracking still said "processing", which means it still hadn't shipped and should be easy to cancel. After replying to a comment on their Facebook page about someone else's very similar experience with DreamCloud, I get an email stating that they are "no longer able to cancel" my order at the warehouse. A quick check of the tracking link, and it is still "processing", again meaning it hadn't shipped and should be able to be cancelled. Because I purchased the mattress through Affirm, my payments are supposed to begin Thursday 9/3. I do not want to pay for this mysterious mattress. Nor do I want to deal with DreamCloud and the return process should they decide to ship the mattress. If their buying process was this difficult, I can only imagine what the return process is life! Ultimately, I want this order cancelled, my money back, and to never deal with this company again. My order is #***. With tax, and subtracting the first $50 refund offered, DreamCloud needs to refund $***.