Dream Cloud Sleep

The Dreamcloud experience has turned me off from buying a mattress online ever again. In fairness, I finally did get my money back but only after 4 phone calls, dealing with fake supervisors, and a well prepared script of trying to force a customer to keep their mattress. This all started with an ever delayed ship date. Reason why, the mattress is made in China, which Resident Home (parent company) has to settle a lawsuit about in 2022. This is where the scam starts.

First, thing customer support will say is a FedEx label has been created. They will continue to say there is nothing Dreamcloud can do because a label has been created and it is company policy. Ask for the tracking number and contact FedEx themselves. This was the key to cracking through the Dreamcloud customer service script. They will continue to literally tell a customer that you might be shipped a mattress and there is nothing they can do. Dreamcloud customer support threatened me five times with "sending their product" regardless if I wanted it. When I started the return, Dreamcloud through every excuse in the book why this return would not work or would be delayed. The final excuse Dreamcloud used was they needed the mattress returned in their warehouse to process the refund. Once I proved that the mattress never left the warehouse (because the mattress is made in China) I started to get the "please wait for my supervisor" messages. Only after sending copies of previous chat conversations that exposed their fraudulent behavior did a refund get started. Even at the end, they said it would take 10 days to get a refund. It took 30 minutes.

Please don't buy this mattress. If you wind up having to return the mattress, have the conversation over chat. Record every conversation, get tracking numbers, refuse any offer of reconciliation, and ask for a full refund. Send previous chat conversations, and fight through a well crafted script designed for the customer to give up. To get a FedEx tracking number, I had to call twice and stay on the phone an hour.

The sad part and when I knew I was in trouble is when Dreamcloud repeatedly threatened me with sending their product. Based on the reviews of other customers, it is starting to look like it is an actual punishment to receive this mattress.

Please don't buy a mattress from this company. They already have a multiple law suits agains them for the fake information on their mattresses. Our king mattress was ruined with indentations by the 3rd month of owning it. They sent us a new mattress that was the cheaper version. Then sent us another one. All terrible and low quality. They make empty promises such as a company will come and pick up your old mattress, the wrong one they sent, nobody ever came and picked up the old mattress. When we call we wait on hold for over an hour. Customer service are rude and you can barely understand what they are saying. The last one they sent us didn't even expand.
This company is a joke, we have been dealing with them for 3 years now, don't be the next one that gets screwed like we did.

I ordered a mattress on 6/16/2023 and received in in about 5 days. I originally ordered the dream cloud regular mattress, and they immediately called me afterwards and upgraded me to the dream cloud premier for an extra discount... The mattress came in a crumpled hole filled box, and was very difficult to get out of the packaging. After a few hours of puff up the mattress seemed to be ok, but it took a few nights to fully inflate. The first time washing the sheets I noticed a snag on one side of the top that when pressed on quickly turned into a tear. I contracted the customer service department to try to get some warranty work and was disconnected 3 times while trying to return the mattress. I also got disconnected when I called the company as well. They actively try to block the return of your mattress at any point, and the customer service will do anything in its power to block your return.

The packing they send it in is a joke. Ours showed up with multiple puncture holes in the box and the plastic that wrapped the mattress. When i called, i was on the phone with them for over 2 hours, had to send pictures, then more pictures. Then they wanted me to open it up and try it first and to see how bad the punctures in the mattress were... I refused. They tried to tell me I had to do this, I said if I had seen the delivery driver when it was dropped off I would have refused. Now i have to wait for them to receive the mattress for the refund, But first I have to be here for the pickup... It was not a cheap purchase by any streach.The whole process took waaaay to long, (and it is not even over) I would never recommend anyone purchase one of these.

Litterly tried to bait an switch return of mattress. Told me I could keep mattress and theybwould give me 824 refund. The emailed me document to sign and it stated 175! If I would have signed document I would have given up my trial period! This company is shady, don't do business with them.

LOUSY CUSTOMER SERVICE - I have a major problem with this company. The parent company name is RESIDENT HOME. They manufacture mattresses under the names of Nectar, DreamCloud, Awara,
Level Sleep, Wovenly, and Bundle. On 7/3/21 after reading numerous reviews on multiple websites comparing different mattress brands I decided on a DreamCloud Premier from Resident Home. This was an online purchase made on the Internet. I decided to purchase a DreamCloud Hybrid mattress for $1096. 92. Now this is where the problems started.

I was informed that they didn't have the mattress and it was going to be 5 to 10 days before it would be shipped to them and another 3-4 days after it would be delivered to me by way of FED EX or UPS, and went on to say I would be notified of a shipping date. I had an old mattress (13 yrs. Old) that was causing me back pain every day so this unknown shipping date was cause for concern for me. So I called their customer service dept. on 7/4/21, to inquire if there was anyway of getting a definite date that I could expect to receive it. The customer service rep. Told me that I might try checking with one of their retailers that carrying their merchandise and I might be able to get it thru them. So I contacted Sit & Sleep and I was told they had 100 of them and they could get a mattress sent out to me on 7/7/21. So I placed the order with them on 7/4/21 and then called Resident Home to cancel the order I had placed the previous day on 7/3/21. So when I did cancel with them I was told I would get my refund with 3-5 days which didn't happen!

* I have since found out today after doing some research and reading other complaints that
their mattresses are made in China and that's where they have to come from. They had a
case some years ago filed against them by the Federal govt. (FTC) stating they stated their
mattresses were made in America which was a Lie!

Now I have to engage in a series of phone calls - 5 total all week trying to get my money refunded
Which they refuse to do. I then get a message on 7/8/21 from Fed EX stated that the mattress would be delivered on 7/14/21. This is in spite of the fact this the order was cancelled on 7/4/21.
They have a major miscommunication issue going on with their warehouse.

I call them again on 7/8/21 and was told the mattress that was coming by way of FED Ex and would have to be re-routed in order for it to be returned to them before and I would get my money refunded. And this wouldn't happen until 5-7 days after they receive it. At this point I had enough of the games they were playing with me. I called them again this morning (7/9/21) and told them I was not going to wait any longer and was going to call my bank and file a dispute and let them handle this situation from this point on. I then was told if I did that it would delay my refund further by several weeks.

I called my bank (Bank of America) this morning and opened a dispute!
Funny then I get a refund issued by the company within 15 minutes after my last phone call to them
And my warning them I was calling my bank. This whole situation of trying to get my money refunded has been a horrible experience and one I wouldn't wish on anyone.

To date I have had the mattress only for 4 days and there haven't been any problems with. But I don't
Have any back pain anymore. So I can't give an objective review of the mattress at this point. But I would caution anyone reading all of the positive reviews that are shown on their website, don't believe
Everything that you read because I'm sure there are numerous negative ones that they have removed.
These people offer Lousy Customer Service!

DreamCloud insists you sleep on their beds for a year to so you know the comfort of the bed year a round. On first page of their web page it clearly states Free delivery and Returns. After sleeping on the a combined nights of 45 days, this mattress is for a second residence, I requested a return. DreamCloud said they would NOT pick up my mattress for a return. They sent me a 4 pages of instructions for a return. From the time I ordered it and had gone to my second home to sleep on it for 45-days it was to late to dispute the charge on my CC, this is important because this is part of their refusal for a free return. DreamClouds know you cannot dispute the charge 90-day after the purchase. After following their 4-page of removing their mattress from my home, They still refused to refund my money. I had to write letters to every employees name I could find doing a search, I had to file a BBB complaint, I still pestered my CC marking weekly complaints. I made a formal complaint to the FTC, FCC and the OCC. In the end DreamCloud refused to honor their written policies. I had to pay $150.00 to have the heave hard mattress removed and disposed of. Once I did that it still took DreamCloud 9.5 months to refund my $1,906.94 back to me. NINE and a half MONTHS!
The bed is also rated by DreamCloud as having a firmness of 6.5, when I searched 3 party mattress ratings it was given a 7.5 to 8.
If you like sleeping on cement, you will like the firmness of this mattress.
Oh, the 2-free pillows and and sheets as part of my order NEVER arrived. It took 3 weeks for the mattress to arrive when it was promised in a week.
Crappy company that lies and steals from paying customers, does NOT honor what is written on their web page. Don't try to return it, you will lose you time and money getting DreamCloud to pick-up and return the mattress.

I ordered a mattress from them on Feb 7th. The website says they ship 3 to 5 days I've been waiting a month and a half and just got told another 2 weeks that will make it just about to months if they are telling the truth this time. I've went back and fourth with there customer service 4 times. It's like speaking to robots they say the same thing over and over just change the shipping date. I have not seen a single bad review for them about this problem so I decided to write one.

Ordered and paid for mattress, add said would ship whithin 2 business days, waited 4 days called there Concierge team phone # said open 7 days a week, recording said WIRELESS customer not available, a business with a wireless phone? Went to advertised site *******@dreamcloudsleep.com states not available. Cancelled Payment. This company is FAKE!