DreamCloud

DreamCloud's customer service is fantastic, and they do stand by their 365 night guarantee. I purchased a mattress from DreamCloud about 9 months ago, and sadly I discovered I needed a more firm mattress for my back. I purchased a new mattress and placed the DreamCloud one in my guestroom temporarily. I immediately came to this website to read the reviews about their refund policy, and to my dismay read customers bad experiences. I reached out to DreamCloud via phone, selected the call back feature and received a call in about 20 minutes from one of their management team members Kara. I was floored by the options she offered me to keep me as a customer. First they offered a topper for the mattress at no cost. Then offered me an exchange for a different mattress from one of their sister companies which I would've gladly accepted had I not bought a new mattress already. At this point she walked me through the company's process and policy, and processed my refund which should take about 7 business days. It's not a difficult process to take advantage of their guarantee, and the care she took with me over the phone was top notch. I'm moving into a new home in a couple of months and will need to buy another mattress for a small guest room; you guessed it I'm going to purchase one from one of their sister companies because of their customer service, how they stand by their products, and their follow through with their guarantees. I do take reviews with a grain of salt, but I can attest this company is more than ok to do business with.

DreamCloud's customer service is fantastic, and they do stand by their 365 night guarantee. I purchased a mattress from DreamCloud about 9 months ago, and sadly I discovered I needed a more firm mattress for my back. I purchased a new mattress and placed the DreamCloud one in my guestroom temporarily. I immediately came to this website to read the reviews about their refund policy, and to my dismay read customers bad experiences. I reached out to DreamCloud via phone, selected the call back feature and received a call in about 20 minutes from one of their management team members Kara. I was floored by the options she offered me to keep me as a customer. First they offered a topper for the mattress at no cost. Then offered me an exchange for a different mattress from one of their sister companies which I would've gladly accepted had I not bought a new mattress already. At this point she walked me through the company's process and policy, and processed my refund which should take about 7 business days. It's not a difficult process to take advantage of their guarantee, and the care she took with me over the phone was top notch. I'm moving into a new home in a couple of months and will need to buy another mattress for a small guest room; you guessed it I'm going to purchase one from one of their sister companies because of their customer service, how they stand by their products, and their follow through with their guarantees. I do take reviews with a grain of salt, but I can attest this company is more than ok to do business with.

Terrible customer service. Ordered and paid for two mattresses and only received one. Spent multiple hours on hold only to be disconnected after being on hold an hour each time. Requested a call back many times and they never call back. Can not get a response by email, FB page or FB messenger. I am scared to even open the mattresses I did receive. I have a strong feeling it would be impossible to return under their 365 day guarantee.

I bought their mattress but later decided it was not a good fit for me, so I initiated a return. They told me to donate the mattress and provide them with a donation receipt. I did that. I provided them the donation receipt on October 13. They wrote me back saying they would refund me in 7-10 business days. Ten business days went by and nothing happened. I emailed them and they said they would send me an email to confirm that they had processed my refund. They did send me an email on Oct 29. However, as of now November 1, not even a penny was refunded. I have never dealt with a business that take over three weeks to do a simple refund. I now have to call my bank to see if there is anything they can do to help me.
Lesson learned: Don't ever do business with DreamCloud. Don't ever do business with *** who they said was their sister company.

I ordered a bed from Dream Cloud and I paid for the White Glove service for $194.00. Because my bed had a stain, the delivery company *** could not take it. The told me to go back to DREAM Cloud. DREAM Cloud is refusing to give me a refund even though the I never received the service. Do not use this company and do not get the white glove service. You will be out of 194 and they won't refund you.

They deserve no starts! I only put one because I had to to publish this reveiw.
I ordered a mattress from Nectar for my son. The mattress arrived and I set it up. It was too soft for my son, so about 2 weeks later I asked to return the mattress. They asked me what I was using for a base. I was using a bedframe, but the last few nights we put it on the floor. The customer service person told me that that voided the warranty and would not let me return it. It says no where in the warranty about putting the mattress on the floor. I was being completely honest with them, and they voided my warranty. There forever warranty is not accurate, they ask you what the problem is and then use the information you tell them against you and void your warranty. Terrible! Deceitful and dishonest. I am very dissapointed!

I purchased split King adjustable mattresses and bed frames in June 2019. First, they weren't delivered until mid-August. Next, the mattresses are almost 4 inches wider than the frames. They don't fit and continually slide off. I contacted DreamCloud about correction, they offer a 365 trail and return policy. They aren't standing by that. We have gone back and forth several times where they asked me they would fix the problem. It is now October 28th and they refuse to respond. They did not stands by their advertised word. Dream Cloud and Nectar are a scam. I spent over $3000 and they could care less

1 the redesigned is like laying on a sack of sand 2 on the return I had to bring the mattress down from the 2nd floor myself for the donation company my wife fell down the stairs braking her arm trying to help me!! 3 It takes this company so far no refund going on 10 days. 4 BEWARE THIS COMPANY HAS TERRIBLE CUSTOMER SERVICE ONCE THEY HAVE YOUR MONEY ITS THE WORST I HAVE EVER DELT WITH. I now need to contact my credit card company.

I order a frame+headboard one week ago. I still have received no update as to when it will ship. I have tried getting in contact with this company numerous times via email and phone and cannot get through to anyone (they would even disconnect the calls). I would not advise purchasing anything through this company.

It was ok for awhile. But now 8 months in, I cannot wake without extreme lower back pain. Extreme pain. Its the worst. Ive never paid so much money to ne ripped off so thoroughly before. I tried to get them to take it back. But something to do with the sides ? I would really like people to know this matters is the worst

I would never recommend purchasing from Dreamcloud again. I made the mistake to try out their queen mattress thinking that I could always return it within their year-long return window. The entire experience has been a nightmare. I truly believe everything their customer service agents have been telling me are lies.
First, upon ordering a label was created but the mattress was never shipped. Evangelina said “the delay was due to a review. We have a random selection that chooses orders to review...and yours was chosen.” This caused a week delay in the shipment of the mattress. Then when I question her even more about why the shipment was taking so long, she first said it had never shipped and the label created message was wrong and then said she had been mistaken and that my mattress would arrive that day! So much misinformation.
I slept on the mattress for almost 6 months and woke up to back pain and numbness due to how hard the mattress is. So I go to return it.
For the return they ask that you send pictures of the mattress. Then they ask that you donate the mattress to a local non profit within 30 days of initiating he return. Turns out most nonprofits don’t accept mattresses due to sanitation laws. The pickup window for the one in my area was past 90 days so I spend $80 to rent a uhaul and deliver the mattress to the non-profit. I send Dreamcloud all my paperwork and they said my refund will be processed in 7-10 business days. 13 days pass and nothing. I contact their representative via email and hear nothing. I chat a person who said she would get back with me and never hear anything. Finally I chat again with someone and demand answers. They say there has been a delay and the return is still under review. They apologize but they say the refunds team is too overworked right now and have too many returns coming in. They say it should be another 5 business days. So here I am 15 business days since returning my mattress and I am very concerned I won’t receive my money back.
All in all—go with a more reputable brand and don’t get caught up in the scam of a Dreamcloud.

I think its all hype and no customer service. I tried their dream concrete mattress for 2 months and it was so soft it sunk to a place that was like sleeping on concrete. I knew I had a year but contacted them and stated I wanted to return the mattress per their return policy. I was offered a topper at no charge in which I declined because the mattress should do as its advertised or I have kept my old mattress. Then they stated they would give me a $275 refund and maybe someone else could use it in the family and or in they guest room. No, Im not interested. Then they said if I fill out a form and call a charity they would review it and if it wasnt completed in 30 days it would void the warranty. WHAT?? This is direct from their website... FREE SHIPPING & RETURNS
If you’re not 100% satisfied, get a full refund. As of 2 months later, I not gotten a refund and have since disputed with my credit card company. If its not taken care of I will be retaining an attorney and suing for full amount plus legal fees. One f the biggest fraudulent ads I have experienced and its all about the sale, with seemingly NO customer care whatsoever. Do not believe what you read. When I have posted on the sites that tout their mattress, its not posted because they are probably the shill and riding the hype train to get paid as well. Right Sherpa? Itll end well one way or another but what a hassle. Youve been warned.

AVOID AT ALL COST (This would be a zero star review if that were an option). There really is no redeeming quality about this mattress or company, save your time and frustration and avoid having any interaction with this company. Unlike many of the other reviewers, I did receive the correct item that I ordered (I guess this is the only positive experience I had). However, it took about two weeks longer than they promised when I placed the order. The mattress was uncomfortable from the start, but I wanted it to work so I gave it a full thirty days to adjust. Not only did it never become anything close to comfortable, it began to sag about a full three inches. I'm about 6 feet tall and 200 pounds so not really a small guy, but not huge by any means. The return process has been the absolute worst customer service experience I have ever had. Forget about even trying to reach somebody by phone! Chat support is the only way to get to a person, and then you better be prepared to spend at least an hour trying to get even a simple question answered, you will not receive instant back and forth support. I've been working, trying to get a refund for well over a month now and I am still not done. My advise to you, do not do any business with this company, you will only be disappointed and frustrated, looking for another new mattress in the end anyway. Do yourself a favor and just skip this company from the beginning.

The 365 night guarantee is a fraud. That simple. If you buy that mattress, regardless of how well you dislike it, you will never get a refund.
After 6 months of backaches I requested a refund. That began the Email Hell loops that continue 3 months later. "Sorry but...". "send a photo of the mattress and the tags." I have dozens of email messages from these criminals and have sent the requested photos multiple times. No refund. It's like dealing with a room full of toddlers with every email.
In addition to the mattress causing backaches for my wife and I the mattress is about 2 inches wider than a normal King size mattress which causes the sheets not to fit properly and makes it very hard to put sheets on the mattress as our bed has 10 inch high side rails. It's a near daily battle to put the sheets back on the lousy mattress.

I had a spot a king size dreamcloud mattress for my home in November of 2018. Just last month it started sagging and they told me to throw it out or donate it so I did and they sent me a replacement oh, but it's not even the same kind of mattress they said it's the new style which is not comfortable at all. This company is a rip-off. They won't come and pick up the mattress you have to hire a truck to go donate it to Goodwill and show a picture of the receipt in order for you to get your refund back. But from what I read other people's reviews it looks like they don't give refunds anyhow. Do not buy this mattress

I am returning the mattress because it is unbelievably heavy. I ordered a King sized mattress and physically cannot lift a corner of the mattress up high enough to get my fitted sheet tucked in. I have had King sized mattresses for over 15 years and have never experienced this. Given the weight of the mattress, I could not keep it. When I initially contacted DreamCloud about the return, I was told I had to sleep on the mattress for 30 days before they processed by return. That meant I slept on a mattress where the fitted sheet came off every single night because I couldn't get it tucked in tightly. Annoying but that is their return policy. After waiting my full 30 days, I reached out again to return my mattress. The customer service has been incredibly slow to respond. I have been trying to return my mattress for almost a month and continue to get delayed. I have called, emailed, and used the online chat feature but am still having trouble getting the return completed. I am about the the place of getting my credit card company involved to get my refund. I purchased this mattress specifically because of the reviews (none of which mentioned the weight sadly) and because of the great return period. Turns out the return period is a joke unless you're willing to spend hours upon hours of time trying to negotiate it. Buyers beware!

As with everyone I should have looked them up before. Customer service is non existent and I’m having the same issue as everyone else where the mattress is not being shipped yet a label has been created. I ask what’s going on with the order and they tell me they are working in getting it out today. No updates, no heads up about a delay. Terrible customer service. I regret doing business with them.I should have just went to a store I could have been already sleeping on a new mattress. Now I’m here $1350 in with just a frame

Dream Cloud offers a 365 night hassle free return policy which is anything but hassle free. I initiated a return on July 30, 2019. This review is dated 9/8/2019 and I still do not have my refund. The hassle free return requires me to locate a charitable organization willing to accept my used mattress. Then I have to get an itemized receipt on the organizations letterhead. I have tried to locate a charity to take my mattress without success, most of them won't even return my calls. Having informed Dream Cloud of my struggles they have offered me the option of finding a locale family in need who could use the mattress and complete a form they provide. Once they receive the form they will review it and "at their discretion" determine if I get my refund. This return has been an absolute nightmare. Never purchase one of these mattresses.

DeamCloud wont return or exchange our wedding gift defective king mattress. here is the email I got from their support team.
*** W. (DreamCloud)
Aug 26, 3:57 PM PDT
Hello!
I apologize for the information. Usually, an exchange is for a customer who would like a different mattress. If you would like to receive the same mattress we would need to send out a replacement. The first step in our process is confirming the order, which requires the order number so we may review the account. A replacement can only be issued through the customer's account. Unfortunately, If we have not received any information to confirm the order, we cannot proceed further to resolve your issue. For further assistance please feel free to contact us.
Have a wonderful day!
I do not have an account number no I will be asking the gifter for it.

In mid June I ordered a DreamCloud king mattress online. It took over a month to have the product delivered and customer service tracking was non-responsive. Then, upon receiving the mattress, we determined that it was far too firm for our liking and requested a refund and return on 8/13. Two weeks later, after multiple attempts to contact DreamCloud customer service, there is no update on the return or refund. This is unacceptable customer service and its beginning to look like their vaunted 365 day return policy is a scam.