ComplaintsforDreamCloud

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My original mattress compressed to the point of being unusable after only three years. The company will only issue a refund for the cost of disposal of the old mattress to the original method of payment which is a closed account. This cost is the direct result of their product failing and they should be responsible for it. I have tried offering a new account for them to use or sending me a prepaid card to the address they have on file, but they steadfastly refuse so in effect they will not cover the cost. Over the course of the 10 year warranty, the mattress may need to be replaced multiple times if they all perform the same which in effect will add hundreds to the cost of owning the mattress. This is unacceptable and a shady practice.

  

  Business response

  10/01/2024

  We're sorry to hear that your mattress hasn't kept up with our quality standards. We have provided you with a replacement mattress per our warranty guidelines and normally we ask our customers to dispose of any defective product at their discretion, which we see you've done. We understand your frustration with the refund going to a potentially closed account, however for security purposes we are unable to pre-emptively process a refund to a different account. According to our records, your refund has been processed and we will continue to monitor the order and work with you until we can be sure that you've received it. Thank you for your continued patience as we work towards a solution together.

  Customer response

  10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because I am being asked to say things are fixed before they are.  This refund was made to a known closed account which may take up to 10 days to be rejected (assuming nothing goes wrong) at which time the refund refusal needs to be processed and reissued to the account that's active.  Until I actually receive this refund, I will not say the company has resolved the issue.
  
  Sincerely,
  
  **** **********

  

  Business response

  10/11/2024

  We understand your reluctance to not consider this matter closed until you've received your refund and we will of course continue to work with you directly until that time comes. We have continued to monitor the refund and, according to our records, your financial institution accepted the refund. At this point it will be up to the bank to disperse the funds to you. A senior customer advocate has reached out with instructions on how to work with your bank to locate that refund and will be in touch through that process. If there's anything else we can assist you with, please let us know.

  Customer response

  10/14/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received our mattress 11/11/2023 and it didn’t last a year. I contacted Dreamcloud support and requested an inspector come out to look at it. Three different times they have requested photos. I feel like they are stalling. I just want a refund.

  

  Business response

  09/27/2024

  We're so sorry to hear that your mattress hasn't kept up with our quality standards and for any additional frustration you've experienced with our warranty process. While we understand that this process may feel tedious, we always want to ensure we're able to properly understand these situations so that we can provide the best possible solution. We're happy to report that your refund has been processed. A senior customer advocate has also reached out to assist you with anything else you may need. If you have any other questions, please respond to the email that was sent. Thank you for your continued patience and cooperation as we've worked to resolve this issue.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dream cloud has refused to honor a warranty for defective product purchased, within warranty. the mattress was purchased from their company has a 365 day return policy and they refuse to replace or repair a sagging mattress. Resolution - replace 1 XL twin mattress

  

  Business response

  09/25/2024

  We apologize for the trouble you experienced with the warranty replacement process and appreciate your feedback about your experience. A Senior Customer Advocate has been in contact with you with a solution. If you have any other questions or concerns please feel free to reach out to us. We appreciate your patience and thank you again for your feedback.

  Customer response

  09/27/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bed is adjustable but the frame no longer adjusts I called and explained the situation to a rep and they said a tech team will call me and schedule a time to fix the repair that was over 2 weeks ago and i still haven't gotten a call back yet this has got to be the worst customer service i have ever experienced.

  

  Business response

  09/20/2024

  We're so sorry to hear that your bed frame hasn't held up to our quality standards and truly apologize for any frustration and inconvenience this has caused you. While the frame is no longer within its trial period, it is still covered under the warranty. According to our records, a senior customer advocate has been in touch to help guide you through the warranty claim process. If you need further assistance with that claim, please respond directly to the email that was sent out. We will continue to work with you until this matter has been resolved and we greatly appreciate your continued patience and cooperation.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They promised to deliver the mattress is 3 days , the mattress took more than a week and a half and nothing was delivered . I called them and they said that they will investigate the delivery with ***** and it will take weeks and so on and they are refusing to issue me a refund. An item was lost in delivery or whatever is going on with it is not my problem . They should stick to the promise and not let me sleep in the ground like that or issue me a refund . But they just took my money and gave me no product .

  

  Business response

  09/12/2024

  We're very sorry to hear that there was an issue with the delivery of your mattress. Our shipping partners work tirelessly to deliver orders to our customer but, unfortunately, unforeseen issues do occasionally occur that interfere with delivery. In these instances, we always want to try to investigate and get the items delivered properly. We understand that this process takes additional time and we apologize for any added frustration this may have caused you. According to our records, the investigation has been closed and a senior customer advocate has been in touch to assist you with the next steps for your refund. Thank you for your patience as we've worked to resolve this issue. If there's anything else we can help you with, please don't hesitate to reach back out directly and let us know!

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  05/18/2022 purchased bed for over 1800.00 after so many days of reviews I chose this because at the time the reviews seemed mostly possible but now you can find many negative reviews. Seems to fail right after the one year trial and I have yet to hear anything from the claim under warranty . Very disappointing and sad! Below is the email sent for warranty.We received the bed back in 05/2022 it lasted a little over 1 year before it started to not come back up. I am about 5’10 230 pounds and the reason I spent big money on this bed was because I have a bad back and with the added options I thought it would be a good investment on my back. After having several memory foam mattress that where very inexpensive I had great results so I took a chance with this extremely expensive unit added all the support and increased height for back support and did not want to have to keep replacing every few years. Now the bed is unusable and I don’t know what to do with it. It has been downhill since the 1 year mark right after the 365 trial ended is when it started to decline. I recently had back surgery and because of the failure I would get stuck unable to get out or even roll over because it goes down so far I cannot get out. I read it is supposed to have a lifetime warranty so I’m here to make a claim. I added pictures that show the bed having uneven wear we also cannot even keep sheets on because of how far the bed goes down when I lay on it causes the sheets to come off and we have to buy custom sheets to tie them down. Please advise on a solution perfer a replacement that will allow support as well as sheet sheets to stay on. I have multiple disk fusion and need to be able to sleep and also be able to roll over to different sides so I do not get bed sores. I also added photos showing the measurements on one side it is 14 inches high on my side it is 12 that is two full inches of losses and according to the warranty it is covered but i await your reply.

  

  Business response

  09/11/2024

  We are sorry to hear that you haven't been getting the rest you need with your Dreamcloud mattress. You certainly do have your lifetime warranty and one of our senior customer advocates has reached out to help. Please respond directly to them so we can get this taken care of for you! 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We ordered a dream cloud mattress with adjustable base and bed frame. We received the mattress and bases within a week, one of the bases was damaged. Then, it took them months to ship the bed frame and when we recieved it, it was not the correct frame for our mattress. I have tried to resolve this but they are not being accommodating and even told me a manager would call me, but no one ever did. I am seeking a refund for the damaged base, refund for the bed frame and a discount on the mattress for all of our trouble.

  

  Business response

  09/03/2024

  We are so sorry to hear that the bedframe you received was not quite up to our quality standards and we truly appreciate your patience while we work to assist you. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. One of our senior customer advocates has reached out to you to assist with a solution. We appreciate your patience while we work to resolve your concerns.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 4th 2024 I ordered a mattress after doing lots of research. I was promised via hundreds/thousands of reviews across multiple platforms, the website alleged the 50% off sale was ending in 6 hours. Spent about $1000 for the mattress and the tax. Before ordering I reached out on two separate occasions through the live chat to ask "am I able to order the mattress and have it delivered at a later date" I was told that it is shipped to a local warehouse, I will receive an email when it arrives and be able to set up a delivery date. Instead, it showed up 2 days later, the box was dropped off in horrendous condition, it was open on top, couldn't stand up due to damage, the bottom was open/ plastic was torn. Bugs were in the box etc. They offered minimal help, the initial 50 minute phone call ended and the plan was to have the box picked up and returned by ***** and when I was ready in the future they would send me a replacement mattress. I agreed to this but after a bit of time realized that if this situation happens again the day I'm meant to move in to my apartment I'm going to be incredibly angry. ***** has refused pickup to packages in the past if they were incredibly damaged and if they don't pick it up, what am I meant to do? This associate was far less helpful refused to hear me out "guaranteed" that ***** would handle it even though they don't have any true affiliation. I asked over and over to speak with the supervisor and he refused to move us up the chain of command. I'm really disappointed due to the fact that, a.) I was told I was receiving a good deal but days later the "sale" is still going on which makes me feel scammed. b.) the condition of the delivery c.) the lack of help from the second associate d.) that all my research was for nothing because I never even got to use the product and am back at the drawing board two weeks to my move in date

  

  Business response

  08/08/2024

  We are so sorry to hear that the mattress you received was not quite up to our quality standards and we truly appreciate your patience while we work to assist you. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. A senior customer advocate has reached out to establish a direct line of communication and ensure that we get your return taken care of as expeditiously as possible; thank you for the feedback you have provided about your experience.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a dreamcloud pre.ier mattress back in 2021. It has been great since I have back issues from an accident. Recently the mattress started having deformities and began to dip in the middle. The dream cloud website claims a lifetime warranty for all thier mattress and guarantee a replacement mattress of equal or Greater value. I received a new mattress after doing everything they asked of me taking pictures of the old mattress and sending it to them. The .actress I received is of lesser quality and doe not look like the previeos mattress although it is of the same name. The .actress I purchased at the time 3 years ago was the best they had available and the one they sent me is a mid tier one and of lesser quality and value. They have a higher tiered one which has everything my old mattress had with the exception of being 1 inch smaller. After speaking to representatives I let them know of my concerns they informed me that they were unable to assist me with getting the mattress that is equivalient to the one I ourchased in 2019 and that the warranty only covers the same exact mattress that I received which contradicts thier warranty. They refuse to help me further and I am unable to sleep and this is causing me a tremendous amount of frustration. I paid almost 1400 dollars for the previous mattress and just want what is promised under the warranty . Attached are pictures of the previous mattress and the one they sent me as well as the one I should have gotten which is comparable to the one I bought.Link for thier ***************************************************

  

  Business response

  08/07/2024

  We are sorry to hear that your mattress had issues when it did. We take our warranty process very seriously and want to ensure that under that process you receive the most comparable mattress we have. One of our senior customer advocates has reached out to get to the bottom of this for you. Please be sure to respond directly to them so we can get you taken care of as quickly as possible!

  Customer response

  08/08/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mattress purchase based on website stating it was med/firm with extra support around edge. It’s is entirely too soft and when I sit on edge to get into bed the side totally collapses. Upon calling company to return it I was told I must wait 30 days to begin return. I researched on website before purchase and it only states they recommend 30 days to allow the mattress to fully work. There’s no magic in this mattress to make it support the edges or make it firm. I was not told when I placed the order over the phone about any return policy and there is no return policy listed on website. It states delivery charge is non refundable and any bedding is non refundable. Charge for mattress was $949.00 on 7/19/2024 and as of today 7/29/2024 it’s showing 699.00.

  

  Business response

  08/07/2024

  We are sorry your mattress isn't working out as you expected. We always want a better experience for all of our customers. Our return policy is found on ******************* at the bottom of the page in the return tab. One of our senior customer advocates has reached out to help. Please respond directly to them to ensure we take care of you!

*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. ↩