DreamCloud
Reviews and Complaints

Waited over a month for mattress. Never was shipped. We cancelled. Now the company is charging for free items & jerking us around and refusing refund Order # *** Due to Covid-19, some or all items in your order are delayed for 7-14 business days. We appreciate your business and patience. Thank you for shopping with us! Please click TRACK ORDER above to view the most up-to-date information on your order. Hi ***, Your refund for order #*** has been processed to your original payment method for a total of ***. We aim for first-in-class service and hope to serve you again in the future. If you have any questions or want to change your order, don't hesitate to contact us at ***. Cheers, The DreamCloud Sleep Concierge Subject: Re: Order *** Re: Order *** Hello ***, Thank you for reaching out to us! We have sent a cancellation request to our warehouse for your DreamCloud mattress Upon the cancellation of your mattress you will receive a confirmation email for your refund. Disclaimer: This is not a guaranteed cancellation. Our warehouse will need to confirm the item status before issuing a refund. If you do not receive a cancellation confirmation email, you will receive tracking details in a separate email as your item(s) ship. We encourage you to try your new DreamCloud order when it is delivered, and want to remind you of our risk-free trial period and lengthy warranty! If you still wish to return your item(s), please respond with the following photos so we may send you a return label as quickly as possible. 1. A photo of the package's tracking label. 2. A photo of the package. Once we review the above photos, we will respond with your prepaid return label and instructions for scheduling that pickup through ***. Please feel free to reply if you have any questions. Thanks and have a great day! *** Customer Success Team Thu, Aug 20, 2020 8:50 pm Dreamcloud Support Team (***) To:you Details Hello! Thank you for reaching out to us once again. As discussed on our call yesterday, the sheets and protector were not free. You did pay for each item and each item has its own return policy. Once the sheets and protector are opened they are not eligible for return/refund. Return policy: *** The only promotion you received was $200 off of your mattress. The protector and sheets were not free nor a gift with purchase. Thank you for your understanding. Have a great night! *** Sent: Mon, Aug 17, 2020 6:34 pm Subject: Re: Order *** Re: Order *** Hello ***, Thank you for reaching out to us! We have sent a cancellation request to our warehouse for your DreamCloud mattress Upon the cancellation of your mattress you will receive a confirmation email for your refund. Disclaimer: This is not a guaranteed cancellation. Our warehouse will need to confirm the item status before issuing a refund. If you do not receive a cancellation confirmation email, you will receive tracking details in a separate email as your item(s) ship. We encourage you to try your new DreamCloud order when it is delivered, and want to remind you of our risk-free trial period and lengthy warranty! If you still wish to return your item(s), please respond with the following photos so we may send you a return label as quickly as possible. 1. A photo of the package's tracking label. 2. A photo of the package. Once we review the above photos, we will respond with your prepaid return label and instructions for scheduling that pickup through ***. Please feel free to reply if you have any questions. Thanks and have a great day! *** Customer Success Team www.ResidentHome.com Hi, ***! Thanks for reaching us back and apologies for the extra work. Will you please send us the law tags attached on each of the items as well? This will help us process the return Hi ***, Thank you for the photos. This request has once again been fully reviewed. The items are opened and per our policy they cannot be returned. https://www.dreamcloudsleep.

Purchased a bed over a week ago, still hasn't shipped. Website says 1-2 days to ship on home page. Sent multiple e-mails and messages to no avail. I purchased my DreamCloud mattress which was bundled with sheets and pillows and decided to add an additional mattress protector to protect my investment. This is a "luxury" brand according to their own marketing assets, yet I have been treated like a second class citizen every step of the way. Mattress purchased April 14 via debit card, full purchase, not financed. Not credit, directly used cash from my bank account to buy this mattress, so that excuse can't be used here. Order #XXXXXXX. Their home page says that they are "still" shipping within 1-2 business days "as usual" - and over a week later I have received nothing more than the mattress protector that I chose to buy ADDITIONALLY. I reached out to customer support once to let them know I was dissatisfied and nothing came of it. A second time I reached out, I was given 25 bucks to quiet down basically, which is a complete insult to somebody who just bought *** or something in that ballpark work of merchandise. The sales rep told me that they have let the company know that they should remove the shipping guarantee because there are so many complaints, but in their words, the "company doesn't listen." I sent another e-mail last night letting them know that I am super upset at this point. I figured that a company that took my money would respect my money and give me what I paid for, but as a student of business, it is quite obvious that they are funding orders that are already behind by taking future sales to catch up- isn't that called a Ponzi scheme? No response. I sent another e-mail tonight because I cannot believe that they ignored my call for help. I thought for sure, a "luxury" brand would have picked up the phone and called me! Nope. Guess why? They don't even have internal customer service! They outsource it to some BS company who just runs circles around your concerns, just to keep you buoyant for long enough to hopefully catch up and send your bed. This is dishonest business practice and in the state of Texas, in which I reside, is illegal. Nationally, as well, it is illegal to advertise falsely. A simple google result or Reddit search will reveal that every customer than has unfortunately gone through this company has experienced the same thing. These reviews on their website are clearly fake, which is so incredibly dishonest! I just got a notification that my sheets, my FREE SHEETS, have shipped. Who cares?! I have sheets. Where the heck is my bed? That's what I want. There's nobody on the other line when you call, and there's no way to talk to anyone who actually works at DreamCloud, only person available is this 3rd party customer service rep who is either international or a robot anyways. I'm sick of it, and I don't fair well to companies that abuse the protections offered to American small businesses. DreamCloud needs to answer for this behavior, and since it hasn't been resolved over many years of complaints, which I now see, I am afraid they have no desire to change, nor do they respect or value their customers and their hard earned money. People like this do not belong in the small business sector of our country. Since my bed is never going to ship, and my money is stuck in the matrix and there's nobody to be accountable for it, I fear that I have to take more of my own cash to make a second purchase. I shouldn't have to go through this, and I never have before I purchased this product. They give off the image of a "luxury" brand, like a Mercedes or Rolex of beds. In reality, they are a fraud, a mirage that presents "everything a mattress company should be"- and the deception is sickening. Eventually, after wronging so many people, it is a wonder that they haven't upset the wrong person... YET. At this rate, I PROMISE, the company's days are numbered. Before they blame FedEx delays like the rest of their responses, FedEx has delivered tons of stuff to my residence recently. So please, save that for someone else.

I placed my order in 07/25. Delivery advertised from 7-14 days. Today is 08/15 and I haven't received my mattress after 6 chats with customer service. Model: 1 DREAMCLOUD PREMIER MATTRESS (KING) + 1 FREE SLUMBER BUNDLE - FREE MATTRESS PROTECTOR & SHEET SET (KING) Payment Amount and Method: *** (Capital One credit card) Order # D-XXXXXXXX I placed my order in July 25th and assumed it was going to be here in 7 to 14 days (as advertised on the Dreamcloud website). I have been in contact with their customer service and have received contradictory information every time. The first person told me that my mattress was going to be here on August 4. After that day went by and I tracked the package (FedEx Tracking # XXXXXXXXXXXX) I contact DC again and was told that August 4 was the delivery date for the sheets and mattress cover that was shipped from a different warehouse. That didn't arrive either on August 4 (it arrived 6 days later). I have been in contact with 6 different customer service representatives (via 5 chat sessions and 1 email). I'm uploading all the transcripts as proof of the misleading information I got along the way that made me wait this long before requesting an order cancellation, which lead to now having to wait for the mattress in order to return it. 1st chat with *** As I checked your order, I am showing that your order is scheduled to be delivered on Tuesday 8/04 by end of day. You can make use of this tracking number in checking your order XXXXXXXXXXXX. 2nd chat with *** Me: I just contacted Fedex and this is the status for my order: The shipper has prepared your package; however, they have not yet given it to FedEx. The estimated delivery date and package status will be updated once we've received it and as it moves through our system. *** For the mattress protector and sheets, the Scheduled delivery:Monday 8/10 by end of day. However, for the DreamCloud mattress, the package is already prepared and just waiting FedEx to pick it up. Me: oh, I was never informed the shipment was going to be arriving in two separate deliveries. *** I checked the tracking for the mattress and yes, I see that the estimated delivery date shows today, but there was no movement yet. It will update with the Schedule date of delivery. Just like the tracking for the Mattress Protector and sheets. Me: so when would the mattress be here? *** I don't want to give you wrong expectations, but it normally takes 3-5 business days to be delivered by the carrier. Please allow another week for the tracking to update. 3rd chat with *** F (this was by far the worst CSR): *** F: I see your order is revoked. I am checking if it is for reshipment There was an issue with the transit before so it had to be traced and re-route back to our warehouse that is why a reshipment was process and still in process, we don't have any update of that yet. There is no schedule yet for the delivery but once updated we will also notify you via email Me: I need to get in contact with your supervisor *** We do not have a direct contact to them but if you want to call we have a toll free number *** A reshipment is processed though again it will run through a process again, we cannot give a delivery date yet 4th chat with *** Me: Hi, I'd like to cancel my order *** Since your mattress is now at label created, meaning your item is currently ready for shipments, we won't be able to cancel it manually. We need to send cancellation request to our warehouse for this. I was able to send cancellation request to our warehouse. Me: is there a way to get confirmation on cancellation? My only worry is that the mattress ships before the get to approve the cancellation order *** : It won't ship if there's a pending cancellation request. If ever it ships, we can do a re-route for this. 5th chat with *** The mattress will continue to ship, if you do not want to keep it, you can refuse the delivery instead. Please be advised that the refund process will not commence until the item is back at our warehouse