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:10/13/2022

  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.

  False and misleading sleep trial. Forced to wait 30 days to submit for a refund although it clearly states in the *** day trial section that they encourage (not require) you to wait 30 days, it's also states for any reason during the trial. ******** they do require you to wait and therefore stating they "encourage" and "at any time during the trial" is false and misleading.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We appreciate you letting us know about your experience as we are working tirelessly to provide the best experience possible and we value every bit of feedback we receive. We are so sorry to hear that your DreamCloud mattress hasn't worked out as you hoped. We understand your frustration with the recommended period & return policy. The 30-day adjustment period is critical when switching to a new mattress but we also understand sometimes the mattress doesn't work out. One of our senior customer advocates has reached out to help you get this taken care of. We appreciate your patience and thank you for your time as we work on your request.

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/10/2022 I ordered a mattress and storing bed frame from Dream Cloud. The mattress arrived shortly thereafter, however, the frame has not. Yesterday, 10/12, I received an email from **** in customer care stating the frame I had ordered is permanently out of stock. In the email **** also stated that I could cancel the order. I replied saying that I would like to cancel the order. I called to confirm this morning and was told that I could only cancel through **** and that she would be available only after 3 pm. That call did not come. I just received another email from dream cloud stating that the frame I have made MULTIPLE attempts to cancel is now being shipped. I DO NOT WANT THIS BED. THEY WILL NOT CANCEL MY ORDER.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  Thank you for bringing this to our attention, your feedback is valuable. We sincerely apologize for the delay and any frustration with the cancellation request. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. Please know that your satisfaction is very important to us. Our records indicate that your order was rerouted back to our warehouse and a refund has been processed. We appreciate your patience while we worked to fulfill your request and if we can be of any additional assistance please let us know!

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/22 I placed an order online for a ********** mattress. Their website states you can try the mattress out for 365 days and if you don't like it they have a hassle free return policy. I called to begin setting up a return for the mattress after having it for 2 weeks and was informed I am required to keep the mattress for 30 days before I'm allowed to begin the return process. No where was it readily available for me to see I would be REQUIRED to keep it for 30 days. The only wording regarding 30 days was the company ************** I sleep on it for that long. I was informed by *** at their call center in the *********** that the only way I'd be able to get an early return going was if I then purchased another mattress from their sister company ******* The entire process has been incredibly ************ and I am very concerned these practices will take advantage of other consumers. This cannot be ******

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are so sorry that your Dreamcloud mattress hasn't worked out as you hoped. We understand how important it is to be able to have a comfortable night's sleep. The 30-day adjustment period is critical when switching to a new mattress but we also understand sometimes the mattress doesn't work out. One of our senior customer advocates has reached out to help you get this taken care of. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:10/06/2022

  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.

  On June 30, 2022, I ordered two twin size dreamcloud premier mattresses, which were delivered to the wrong address, and I, thereby, cancelled the order. Dreamcloud has an option to split the total order payments via a third party ************ which I did. Although I had cancelled the order, I started getting charged a monthly fee of ******* from *******, which I disputed with the credit card. I contacted Dreamcloud via telephone and email, but no response. Therefore, I reached out to ******, who responded promptly. They too tried contacting Dreamcloud several times via email and copied me, but received no response. On September 29, 2022, ******* sent me an email apologizing for the inconvenience and informing me that they too had not received any response from *********** ******* recommended that I contact my credit card and dispute the charges, which I have done. This week, I received a charge on my card from Dreamcloud for ********* for mattresses I never received. I wish I had read all prior reviews with similar issues. The feds need to be investigating this organization for fraudulent consumer practices!!!

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We're sorry to hear about your experience with your order and would like to thank you for the feedback you have provided. We see that the order was returned, however, when we attempted to refund your order, we were alerted that we could not due to a chargeback on the transaction. When an open dispute is under review, we are prevented from issuing a refund until the dispute has been resolved. As soon as we see the dispute is no longer under review with your payment processor, we can then proceed with finalizing your return and refund. We are waiting for the conclusion of the dispute which can take anywhere to 3 months. We are very sorry for any inconvenience and appreciate your patience and feedback.
  
  
  Consumer Response ** ****** ** *********** **
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response, because it has been more than three months. All DreamCloud has to do is stop charging my credit card for items that I did not receive.
  
  
  Business Response ** ****** ** *********** **
  We understand your frustration with the process and regret that this has been your experience. Our records indicate that the dispute was initiated sometime in September and can take anywhere up to 3 months for your payment processor to conclude. As soon as the dispute is no longer under review with your payment processor, we can proceed with finalizing the refund which will end the billing from ********. We're very sorry for this inconvenience and appreciate your patience. A senior customer advocate has reached out to you to establish a direct line of communication. If you have any questions please reply directly to the email we have sent you so we can provide further assistance.

• Initial Complaint

  Date:10/06/2022

  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.

  I ordered a full mattress from dream cloud, they lost the shipment only to find it and deliver it late. The box was gone but the mattress looked okay so I unwrapped it. This is a high breed spring and foam mattress. The mattress did not expand around the edges on all sides. A 8 in boarder that was 3 inched lower than the center. You would almost roll off if you rolled onto the edge. They said no problem we will send you another. No problem it shows up in better shape and on time. The same issue but it was just the head and foot of this mattress the did not inflate but more severe 5 inches of more difference. I asked for a full refund and asked what did they want me to do with the mattresses. During this whole process they kept asking for more and different angles and views of each mattress. As soon as I requested a refund they changed the requests and image types. I must of sent 20 or more pictures that they requested. I even laid the mattress flat on the floor with a 4 foot level on the bed and a tape measure showing the slope from the center to the edge. over several email and image exchanges each of these took 2-3 days since my response was immediate they had to work through their I am sure high volume of complaints. During this time they kept saying no we don't need it back. Just throw them out. I then received another email saying they had not received the correct images. They had requested me to cut off the labels and show them the picture. I did that. Then they said I need to drag them to the curb with my trach cans and take pictures of them there. I explained it is very hard to move these around they are heavy. Every time I give them what they ask for they come back with a request for different demand. I just want a refund.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are very sorry to hear that the mattresses you received didn't meet our quality & comfort standards. We appreciate your feedback about your experience and understand your frustration with the process, please know that this is not the kind of experience we want you to have. Our records indicate that a return has been completed and a full refund has been processed. Thank you for your patience while we worked to assist you with your request. If you have any questions or if there is anything we can do to further assist you please let us know.
  
  
  Consumer Response ** ****** ** *********** **
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This should of been the answer the first 15 emails.
  
  I accept this offer although it should not require the BBB to get a return as the company promised.

• Initial Complaint

  Date:10/03/2022

  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.

  On about ********* I ordered a king mattress from *********** The package including a ********* ******** ********** 2 ******** and a set of ******* I paid ******** including sales tax. The mattress arrived around ******** and is okay. The *********** were allegedly ******** by the ******* and have never been re-sent. I have been in contact via email several times with the company. I am told the *********** package will be sent back out. I provided an alternate address to insure the items would arrive where someone could be present to receive the ******** I have yet to receive the items and I have not received ************ of shipment.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are very disappointed to hear that you haven't received your serenity sleep bundle that was included with your order. We know it is essential to have these bedding items when receiving your mattress. We see that your serenity sleep bundle is set to be delivered on 10/5. One of our senior customer advocates has reached out to monitor this for you and ensure your experience matches what you deserve. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:09/20/2022

  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.

  At the beginning of September I ordered a DreamCloud ********************* mattress. Order Order #: **********. I tried it ********************************************************* for four nights and it absolutely almost killed me it felt like. The sides are ******* and the material that the blanket is made out of I must be ******** to. I broke up in ***** on my chest and back. I reached out to dreamcloud today to request a refund for them to pick up their mattress. They are telling me that I have to wait 30 days before I can do anything which is ridiculous. I am unable to use the bed it is taking up space in my house and I am just getting the runaround. They said I could request refund for the blanket but I have to send pictures and which makes no sense because I am requesting a refund within their policy. I would never order from them again and their customer service is tremendous. There's no reason why I have to wait 30 days get to run around send pictures take it from my house to ******** donate it get a receipt send it in before I get a refund. They sent it to me I don't see why they can't come pick it up or at least allow me to get rid of it now so I can get my bedroom back. Requesting a full refund of ********

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** **
  We are sorry that the Dreamcloud************* didn't work out as you'd hoped. We understand how important it is to be able to have a comfortable night's sleep. The 30-day adjustment period is critical when switching to a new mattress but we also understand sometimes the mattress doesn't work out. One of our senior customer advocates has reached out to help you get this taken care of. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:09/12/2022

  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.

  Dream cloud has been giving me the run around for 3 weeks. I ordered my mattress and was told that I would receive the order on the 30th of august. I have yet to receive and they have blamed it on ****** they cannot get in contact with their warehouse. You cannot speak to a supervisor and they basically have no answers. Today I was told that it would take them. **** days for a refund. This company is fraud and should be reported as such. I have yet to have a tracking number or an answer to when I will. I would just like to speak to someone with some answers. This is insane we aren't talking about ** we are talking about ***** of my hard earned money. Someone please help the customers that they are doing fraud to. False advertisement false customer service false company.

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2022/09/14) */
  We are very sorry to hear about your order experience and for any miscommunication about the order status. Your feedback is very important to us and we regret that we were not able to anticipate the delay that impacted your order. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. Our records indicate that a refund was processed. A senior customer advocate has reached out to you to establish a direct line of communication. We appreciate your patience while we work on a resolution to the matter.

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ******* we ordered a DreamCloud ************ mattress, ORDER # **********. We finally received our mattress on ****** and the box was delivered obviously having been opened and attempted to be reconstructed with packing tape. There was a gaping hole in the top of the box. In further inspection, we could see that the plastic vacuum seal covering had been ripped open and the mattress had been exposed. This is absolutely unacceptable condition for delivery of a mattress. We immediately took pictures and called the customer service number. We were told to send an email with the pictures, which we did. We were told to open the mattress package (which I will not do). The only attempt at resolution was an email offering their apologies and a *** credit (which is absolutely ********* ). The customer service phone line representatives have no authority and are thoroughly worthless. As others have mentioned we have been promised a call back from someone in authority, and have not received any phone call. While talking to customer service, I asked to be transferred to a manager, and told that this was not possible, the only option was a callback from a manager/sleep specialist. Because of the condition of the box and packing materials, the only acceptable solution is to have the mattress returned at their expense and either replaced with expedited shipping or completely refunded.
  
  DreamCloud has the worst customer service of ANY company we have EVER done business with!

  

  Business Response

  Date: 09/11/2022

  We are so sorry that your mattress was damaged in transit and for the frustration you've experienced with the resolution process. Typically when the mattress box is damaged in transit the layers of plastic packaging beneath protect the mattress itself from damage. We see the plastic packaging was not fully intact when you received your mattress and apologize for the misunderstanding and any frustration caused. We understand that as an investment you want to ensure your product arrives in excellent condition and we are sorry that was not your experience. We see that your replacement mattress is now processing for shipment and one of our senior customer advocates has also reached out to ensure you have a direct point of contact for any additional concerns that may arise. We appreciate your patience as we work to get this resolved as quickly as possible.

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: June 2021
  Amount of transaction: $1489.93
  Complaint: Mattress purchased did not satisfy expectations. Dream Cloud (aka Nectar) offers a money back guarantee for which they are not providing after four months of communications.

  

  Business Response

  Date: 09/09/2022

  We are very sorry to hear that the DreamCloud mattress was not a good fit for you. Your frustration with the refund process is understandable and this is not the kind of experience we want our customers to have. We stand by our 365-night trial and apologize for the inconvenience with the refund process. Our senior customer advocate has reached out to you to establish a direct line of communication. We appreciate your patience and we hope to have this taken care of for you as quickly as possible.

  Customer Answer

  Date: 09/12/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Good Afternoon,
  
  Yes, my husband & I accept Dream Cloud's response. The representatives we have spoken with have been respectful and considerate; however, the refund process have been tedious and unnecessarily delayed. We are now awaiting our refund. We were promised a check for the full amount within 3-4 weeks. We are anxiously awaiting this so we may conclude business. I do want to note that this has been an ongoing issue since November 2021. Ten months to wait for a refund - with 100% communication and cooperation on our part, is excessive from a company promising a 364 night full guarantee. Dream Cloud must strive to do better. I thank the BBB for their assistance in this important matter & for such a quick response.
  
  Best Regards* ***