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:08/29/2025

  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.

  My Husband placed an order for an in-stock DreamCloud Luxe Hybrid mattress in a Cal King size on August 2, 2025. We paid extra for the White Glove Service. We received an email shortly after stating that our mattress would be shipped on August 15th, despite their website indicating that in-stock items are shipped within 1-2 business days. We then received an email saying that the shipping date had changed to August 29th through September 4th. I chatted with a customer service representative on August 21st and was told that they had run into an issue and that the item had been out of stock, which was why the shipping date had been changed, but that our order was now being processed. We received a generic email from *****************************************, stating that they were coordinating our white glove delivery, but no tracking number was provided. I called on August 28th and spoke with a customer service representative who stated that our order is packed and ready for pick up by the White Glove Delivery company, but she had no information on when it would be picked up. She did suggest that I contact the White Glove Delivery service and provided me with their number. I asked for a partial refund on the product because of their website's statement of delivery time frame, or at least for the white glove fee of $199 to be refunded. She offered several monetary refunds that did not even come close to the White Glove Delivery fee. When I refused those offers and asked to speak to a supervisor, she stated that the white glove delivery fee was not refundable. At this point, I wanted to just cancel the order for a full refund. She refused, saying that after a certain point orders could not be cancelled and that I needed to call the White Glove Service. Stating that if they could not help me, then I could call back and speak to a supervisor. I am extremely frustrated at this point. I want to know where my mattress is, have it delivered promptly, or have a full refund.

  

  Business Response

  Date: 09/03/2025

  Thank you for sharing your detailed feedback. We understand how frustrating it must have been to experience delays and unclear communication regarding your White Glove delivery. This is not the experience we want for our customers, and your feedback will help us improve our process moving forward. A Senior Customer Advocate has been in direct communication with you to address your concerns and work toward resolution.

  Customer Answer

  Date: 09/05/2025

  
  
  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.
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:08/27/2025

  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 recently purchase a mattress for them over $700 along with an adjustable bed. The first two months were incredible with this mattress I was able to go into zero gravity and sleep without any back pain. About 30 days ago I noticed that we're not going to zero gravity I'm not will be formed across the entire surface of the bed right directly where my back was. I've contact the company on multiple occasions I have sent them pictures of the bed thing they flat but not without the lump and I've showed them pictures with the bed raised with the lump. They have indicated to me that because the bed is not sagging it does not qualify for the warranty. But their website says that they are 100% satisfaction 365 day warranty and full refund if you're not happy. I believe they are falsifying their claims to get people to purchase their bed and then when things are just happen they threw in there that the warranty said it's not sagging. I was told that this is a defect in the bed due to the top layer of one of the cushions they use. So if they could use the word defect then that means that they should be able to cover this defect. All I'm looking for is a new bed new mattress to exchange this one and get a new one I am due that.

  

  Business Response

  Date: 09/05/2025

  We're so sorry to hear that your mattress hasn't lived up to our quality standards and for any misunderstanding regarding the warranty eligibility. We proudly stand by our Forever Warranty and we truly regret any frustration this process has caused you. According to our records, after reviewing the concern thoroughly, a warranty replacement was approved and sent out. Thank you for taking the time to bring this matter to our attention and for your continued patience as we've worked to resolve this issue. If there's anything else we can help with, please don't hesitate to reach back out!

• Initial Complaint

  Date:08/22/2025

  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.

  I am filling out this complaint on behalf of my father. He ordered a mattress 12/20/2024. Part of the reason he chose this company was their guarantee policy.
  On July 29, we reached out to the company to request a refund and a mattress pick up so it could be donated. On July 31 a man texted us saying he would come to pick it up on August 4. After waiting two hours past his scheduled pick up, he texted to say he had lost the keys to his car.
  On August 5th we asked if he could come the next day once he found his keys. He said his brakes were out. August 6th he confirmed yet again he would take it away and we waited for him and he
  no-showed. We have called the company multiple times since then. They always claim they will email with an update, that a supervisor will resolve this, etc. But we have never received an email or confirmation of our refund. Two days ago we were told there would be an "emergency haul away request" submitted and an email within 24 hours to confirm details. Guess what? No email.
  We expect that a highly rated company would stand by their warranty and provide a basic level of customer service.

  

  Business Response

  Date: 08/30/2025

  We're so sorry to hear that you've been experiencing issues in completing your return. This is not at all the kind of experience we aim to provide our customers and we sincerely apologize for any frustration this has caused you. We always hope to provide a smooth return with our pickup partner, though we understand this has not been the case for you. According to our records, a senior customer advocate has been in touch to provide assistance with your return request and will remain in contact until your return has been completed. Thank you for bringing this matter to our attention and for your continued patience as we work to resolve this issue. 

  Customer Answer

  Date: 09/02/2025

  
  
  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,
  
  
  
  ****** *****
  

  
  

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• Initial Complaint

  Date:08/22/2025

  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.

  On 8/18/25 I placed an order online at ******************************** - Dream Cloud a Brand of RESIDENT - for a queen sized mattress and adjustable base bed frame. The money was deducted from my credit card account and today at 12:49 PM I received 2 texts from FED EX delivery service that my products were delivered. I contacted the DreamCloud customer service agent to explain the situation and she sat in silence for 14 minutes when I asked her how she was going to help me. Eventually, she hung up. I emailed the company as well to whatever contact information they had on their website. I placed a dispute with FED EX. Meanwhile, they took my money and I don't have the thing.

  

  Business Response

  Date: 09/01/2025

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the experience you've had so far and understand how frustrating this situation must be. We assure you that a Senior Customer Advocate has reached out to you via email to personally assist with your case. Additionally, we can confirm that your order has been officially disputed and is currently under investigation by both your bank and our company. These types of investigations typically take 1 to 3 months to resolve, depending on the nature of the dispute and the cooperation of all parties involved. We understand this may feel like a long time, and we truly appreciate your patience during this process. Should you have any questions, need updates, or require further assistance in the meantime, please feel free to reply directly to the email sent by the Senior Customer Advocate, and they will be happy to assist you further.

  Customer Answer

  Date: 09/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is a NON response standard boilerplate that says nothing about my SPECIFIC situation. This business know there is NO PROOF OF DELIVERY, no signature, no image. There is no proof the item was delivered. This is a tactic to appear cooperative, and meanwhile, I have no resolution. 
  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 09/08/2025

  Thank you for reaching out. We understand your frustration and want to assure you that your concerns have been noted. At this time, your payment dispute is under formal review with your financial institution. During this process, we are unable to issue any refund transactions until the dispute has been adjudicated. This is a standard policy applied to all disputed payments and, unfortunately, the review process can take some time depending on your card issuer or bank. We acknowledge that you have stated there is no proof of delivery—no signature, no photo, no confirmation that the package was received. While our previous response may have seemed general, please understand that we are cooperating fully with the dispute investigation and will provide all required documentation to your financial institution. Ultimately, they will determine the outcome based on the information available. If you have additional questions or need to submit further information, we encourage you to reply directly to the email we have sent. This ensures your message is routed appropriately and allows us to respond to you as quickly as possible. We appreciate your patience during this process.
  
  

  Customer Answer

  Date: 09/09/2025

  
  
  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.
  
  

• Initial Complaint

  Date:08/20/2025

  Type:Delivery 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 bed 2 weeks ago that was 3k. The website shows 1 to 2 day shipping. Needless to say we are still waiting on one of the split xl platform beds and they still haven’t shipped it and still won’t give me an eta or a tracking number.

  

  Business Response

  Date: 08/30/2025

  We sincerely apologize for the unexpected delay that impacted the shipment of one of the adjustable bed frames in your order and for any inconvenience the delay caused. Please know that the delay is not typical of our shipping process and is not the experience we want for our customers. Our records show that the delivery of your order was completed on 8/22. Your feedback is valuable and helps us improve our process. We appreciate your patience while we worked to complete your order.

• Initial Complaint

  Date:08/15/2025

  Type:Sales and Advertising 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.

  Order a mattress on 08/05/2025 with promised shipping of 1-2 days from warehouse, but as of 08/15/2025 it had never left the warehouse. I talked to 4 customer service agents and every single one straight up lied to me about it already being shipped ( with proof from chats and call recording). They promised it would be here by 08/12/2025, and when we contacted them that day because it still hadn’t shipped they again lied and said it had already shipped. Then I called 08/14/2025 and they again lied and said it shipped while also saying it is still at the warehouse. The first person I called then refused to let me talk to a supervisor until I refused to hang up until I talked to one. The supervisor I talked to also gave me the same lie, and when confronted about the lies, just said they weren’t. I have proof of them lying about shipping dates and none of them cared they just kept doubling down on the lie. There is also 0 exceptions to the 1-2 business days of being shipped on their website or terms of service. Then, I talked to another customer service supervisor who just said it’s Fedex’s fault (even though they didn’t even have the package). Overall terrible experience, I have never been straight up lied to like this. I will be filing an FTC complaint as well for false advertising

  

  Business Response

  Date: 08/20/2025

  Thank you for reaching out and sharing your experience. We want to begin by sincerely apologizing for the frustration and inconvenience this situation has caused. We understand how important it is to receive accurate information and timely delivery, and we deeply regret that this has not been your experience. A supervisor has been in contact with you regarding your concerns, and I want to assure you that the details you've provided, including the discrepancies around shipping communication and service, have been escalated to the appropriate internal team. They are actively looking into the issue and taking the necessary steps to address and resolve it. We recognize that being told conflicting information by multiple representatives is unacceptable. We take your feedback very seriously and are reviewing the interactions you’ve had with our team to prevent this from happening again. If there’s anything else you’d like to share or if you have further questions in the meantime, please don’t hesitate to reply directly to the supervisor you have been in contact with. 

  Customer Answer

  Date: 08/21/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The supervisor assigned said this is a know issue yet nothing has been done to correct it. You’re response says nothing concrete and changes nothing, and your website still says ships in 1-2 days when you’re company is aware that this isn’t a guarantee and cannot always be met. The supervisor has also been extremely unhelpful and told my wife that she told me things that she never said. The same issue is still happening with giving false information even with the supervisors
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 08/25/2025

  Thank you for your message. We want to sincerely apologize for the frustration and confusion this situation has caused. We understand how disappointing it is when expectations aren’t met. Especially around delivery timelines, and we truly regret the impact this has had on you and your family. While we do have systems in place to handle unexpected delays, that doesn’t mean these delays are a known or accepted issue. We are actively working on improvements, including updating our processes and messaging, but these changes can take time to fully implement. That said, your feedback helps push those efforts forward. We also want to acknowledge your concerns regarding communication with our team. We're sorry to hear that your experience with the supervisor was not helpful. Miscommunication of any kind is not acceptable, and we will follow up internally to ensure this is addressed appropriately so it doesn't happen with anyone going forward. We understand your frustration and appreciate your patience as we work to improve. If you have any further questions or need anything else, please don’t hesitate to reach out.

• Initial Complaint

  Date:08/12/2025

  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 just received my dreamcloud mattress today, and got on their website's chat to see about getting my old mattress picked up. I had done my due diligence and researched many different companies and what they provided, considered any deals and discounts. I asked the dreamcloud agent if my old mattress would be picked up. They said yes. (I then looked it that it's California state law that retailers must provide the service of old mattress pick up and recycling.) So I thought, great! Ordered my mattress.So like I said, I received the mattress today and reached out to dreamcloud. The agent tells me: "I am very sorry but with regards to that, for your old mattress to also have a removal service, you must have place the service that we provide for installing and also removing old mattresses when you placed your order with us."I proceed to tell him it's California law and even copy and paste this information to him. I have been on a chat with him for almost an hour, just got a response back from him: "May I ask if you would consider on having your old mattress donated through charity or to a friend or family?" So it looks as if they are not going to comply with the law.I looked up the business information, and their corporate address is in CA, I was surprised because they should know the law in this state.

  

  Business Response

  Date: 08/20/2025

  Thank you so much for sharing your experience with us. I’m really sorry to hear how frustrating this has been for you, especially given the expectations you had for your mattress. It’s completely understandable to feel disappointed when things don’t go as promised.
  
  A Senior Customer Advocate has already reached out to help get this resolved. Please work with them directly so we can make this right for you as quickly as possible. We truly appreciate your patience, and we want to ensure you feel supported throughout this process.

• Initial Complaint

  Date:08/06/2025

  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.

  Purchased a dream cloud mattress and was told as screenshot it would be delivered 8/6 however now being told no ETA offering me $50-100 off which doesn’t matter cause I already got rid of my mattress to make room for the new one now im having to go purchase one and drive it home same day and they’re refusing to cancel and refund my order .

  

  Business Response

  Date: 08/14/2025

  Thank you for reaching out, and I’m truly sorry for the inconvenience you've experienced with your recent DreamCloud order. I understand how frustrating it must be to receive conflicting information regarding the delivery timeline. Your previous mattress has been successfully returned and refunded. A Senior Customer Advocate has reached out to you via email to assist further. If there's anything else you need in the meantime, please don’t hesitate to let us know.

  Customer Answer

  Date: 08/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  During the time of awaiting a mattress, I was left without a bed and had an overload of stress  and take immediate action and find a mattress ….. however with such short notice I was unable to fall asleep that night and had to leave from work early to find a mattress and a company that does same day delivery which cost me $236 for same day instead of the mattress from dream cloud when promised . Since then I’ve had to spend more on a mattress and delivery and then on top of that I had to miss work.. stressed and in panic ! Spend countless hours on the phone … trying to figure out a way to navigate to resolve my issue , due to dream cloud promise or delivery I had gotten rid of my current mattress on top of that. It was a cloud mattress that failed early  on. And was caving in! However, I tried to file under the lifetime warranty somehow possibly between my moves The tag got ripped off, especially when y’all have a receipt of my purchase of that mattress and delivery same email everything it just left me hanging and I main point is I was left without a bed A place to rest after a long day work that everybody looks forward to…: And had to lose time at work to find a mattress that would give me same-day delivery, but of course that comes at a cost. So far is you refunding my money… That’s one thing, but taking care of the Customer that wasn’t done… I’m sick and tired of just thinking of the entire situation I was put through…. And now I’m out of money if my mattress would have been delivered on time as it was promised in an email

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

  

  Business Response

  Date: 08/24/2025

  Thank you for sharing your concerns. I’m truly sorry for the stress and inconvenience you experienced due to the mattress delay. Being left without a bed and having to miss work and spend extra money is completely understandable to be upset, and we regret that this happened. A Senior Customer Advocate has been in contact with you to come up with a solution. If you need any assistance going forward, please reach out to them and they will always be willing to assist you.

• Initial Complaint

  Date:08/06/2025

  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.

  Purchased a Dream Cloud Mattress with the promised of a 365 night Trial starting September 4, 2024. Dream Cloud will not honor this Guarantee Warranty because they say I should have bought it directly from them instead of retailer. Nowhere in their advertisements does it state the warranty is void if not bought directly from Dream Cloud. The retailer even stated that Dream Cloud will honor their 365 guaranteed warranty, as it supersedes the retailers warranty.

  

  Business Response

  Date: 08/11/2025

  We are very sorry to hear you wish to return your mattress and apologize for any confusion. We understand you purchased a mattress from one of our retail partners with the expectation of a 365-night trial period. Retailers may have their own return and exchange policies, which may differ from what we offer for purchases made directly on our website. The policies in place by the retailer supersede our policies, which is why the return request was denied.
  That said, we value our customers' satisfaction and work closely with our retail partners to ensure a positive experience. The retail store you purchased from has confirmed that all sales are final. However, they have informed us that customers may request an exchange directly through the store, subject to the store’s own policies and procedures.
  We encourage you to reach out directly to the store where the purchase was made to inquire about an exchange option. Our team remains available to support you and the retailer in facilitating this process, if needed.

  Customer Answer

  Date: 08/12/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told by the retailer before we bought the mattress that although the business doesn’t allow returns the 365 Day Policy is through DREAM CLOUD and no questions asked they would happily give us our money back.  At this point we have purchased a new mattress from a different company and we want our money back as guaranteed by Dream Clouds Promised advertisements.  Also their 365 Day Guarantee never spoke of a retailers policy supersedes theirs, to this day I see nothing in their website or advertising that states this.  Why would they guarantee such a promise if the promise never existed with the retailer who is certified to sale their mattresses?  And why would I want to trade in the original mattress for a different Dream Clouds Mattress if they aren’t honoring their guarantees.  I would think this was obvious fraud?

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

  

  Business Response

  Date: 08/19/2025

  
  We appreciate the opportunity to respond, and we sincerely apologize for any frustration this experience may have caused. While we cannot speak to the details of your conversation with the store representative prior to your purchase, we are truly sorry if expectations were set incorrectly.
  
  DreamCloud’s 365-Night Trial and Money-Back Guarantee applies only to mattresses purchased directly through our website. Our retail partners may have separate policies in place, and in those cases, any return or refund must be processed directly with the retailer. We understand this may not have been clearly communicated at the point of sale, and we regret any confusion this has caused.
  
  
  
  We have been in direct contact with the retailer, and they have confirmed that they are willing to exchange your mattress. The exchange does not need to be for another DreamCloud product; should you prefer a different option, the store informed us the exchange could be for any mattress they carry. To proceed, please reach out to the retailer directly, as they are aware of the situation and ready to assist you. 
  
  We truly value your feedback and will take it into careful consideration as we continue working with our retail partners to ensure customers receive clear and accurate information at the time of purchase.
  
  

  Customer Answer

  Date: 08/20/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because we will not continue to do business with the retailer as they front out  lied to us in regards to the 365 guarantee. Also,  Dream Cloud website and advertisement never states their policy is void if the mattress is purchased through a retailer.  To this day there is no mention of this in any of their advertisements or even on their website regarding the 365 Day Trial Guarantee, nothing states if you do not buy directly from Dream cloud the 365 Guarantee is void by buying it from a retail store that may have a different policy.  I believe this is fraudulent and deceitful advertisement, and this should be looked into a fraud by the BBB..  Because we brought this to their attention back in June, we waited for approximately 3 months for any kind of resolution and since have purchased another mattress from a more reliable company.  We would hope you could express this information to them and help them see that a Multimillion dollar company would want to make this right with a customer, especially over $1360.   Bad Business practices should be exposed and more should be done to protect the consumers.  Thanks for your understanding and support.
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:07/31/2025

  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 purchased a DreamCloud mattress on 06/20/2025 in the amount of $965.79. The mattress was delivered and used until recently. DreamCloud offers a 365-night test to determine if you want to keep the mattress or not. We decided the mattress is not for us (uncomfortable). We contacted DreamCloud by phone on 07/27/25 to request a return for the mattress and get a refund per the 365-night test policy. I was told that a 3rd party ***********, will contact us within 5 business days to pick up the mattress and once confirmation is then given to DreamCloud, we will be issued a refund back. A person from "********** ****** emailed back and stated that there is no ********* or sustainability partner available in your area. In the meantime, we were given 3 options for return: "donation, community transfer, or disposal." This was not offered when we purchased the mattress, in the first place. The website clearly states to contact DreamCloud and that they will pick up the mattress "no questions asked" and then refund you the money. The 3 options they mentioned in the email ask for a lot of information and stipulations with a lot of required information provided by me to get my refund. For example, "refunds won’t be issued unless all required info is provided". The 1st option mentions donating to a "recognized group", however does not specify what a specified group is. We did get a response from Melody at ********* with the 3 options mentioned above, however when we emailed her back for clarification, she does not reply. I had to file a BBB complaint last month for a similar issue and we do have a contact from DreamCloud, his name is Caleigh G, which we did email as well, however he is not responding either. I want my money refunded as promised by DreamCloud, since we don’t like the mattress. This company is very misleading in the way that they sell you the product that they offer.

  

  Business Response

  Date: 08/10/2025

  Thank you for bringing this to our attention. We sincerely apologize for the confusion and frustration surrounding your return experience, especially regarding the ********* pickup and alternative return options provided. Please know that you are now working with one of our senior agents, who is actively reviewing your case to ensure this is resolved promptly. We appreciate your patience as we work toward a satisfactory outcome.