DreamCloud

Beware! I bought a mattress and I cannot attest to the quality of it since I accidentally purchased the wrong size. However, in efforts to send it back, is where my poor experience lies. I qualified for 0% financing with *** from the DreamCloud website. Once I got the mattress, I never unboxed it and sent it right back because I ordered the wrong size. I asked if I could just exchange it and if they sent me the right King when that was dropped off they could pick up the one I had. They couldn't do that for some reason and I was to buy a second mattress and wait for refund of the first. Instead I opted to return the mattress and get refunded before I opted to buy another one so I could minimize my risk of financing 2 mattresses if there was issue with the return. Boy am I glad for that. I got notification that they received the mattress on 6/11/19 and when I called they said it would take 7-10 to notify *** that the return was received and that the financing with *** would be paid off with the return. I called on the 6/18/19 to make sure they notified *** and they hadn't. They sent and email that day that it would take 7-10 days. (I guess from that point in their minds). I called *** today 6/27/18 and they still haven't received notice of the return. Upset, I asked if this was a common occurrence with DreamCloud and they said that "sometimes they keep the refunds longer than most". I then contacted DreamCloud to ask why now it had been 17 calendar days and 13 business days since they received my mattress back and they argued it had only been 7 days. They referred to the email sent on 6/18/19 by them stating it would be 7-10 days. They said they would notify *** in 3 days. However, now I am responsible for making the $82 payment and trying to get that back since DreamCloud is dragging this far beyond the original 7-10 days. Had I not contacted them on 6/18/19, I have no idea if they would have ever refunded this since that seems to be the point they are counting their return policy of 7-10 days from and NOT the date they got the mattress back. There has been no commitment from them as to how I will be notified that they in fact have notified *** outside of me continuing to chase the refund through *** and DreamCloud. If you are lucky to get and like the mattress you may be fine but god help you if you try and return it for any reason. You will not efficiently get your refund without a lot of calling and run around. I am hoping that I do in fact get my refund from DreamCloud and then in turn do not have trouble getting my payment of $82 from their counterpart *** once if indeed they send the information of the return to them. Very frustrating and stressful and resolutions yet to be seen. If you don't believe me look at the *** reviews. I wished I had before purchasing. Lesson learned for me.

Worst Bed ever I believe the reviews are all not real reviews. Bed is way to soft no side support as what was advertised 365 day refund which isn't being honored because they said you need 7 days to get used to the bed. which is a lie I don't need 7 days and If I have to get someone to get me out of bed because my back is killing me and I can barely move. CSR didn't care at all and just basically said tough. I wouldn't recommend this company at all.

AVOID LIKE THE PLAGUE
This company (nectar sleep/dreamcloud) is absolute trash. They took my money, but that was it. Mattress never shipped, all I got was excuses and bold faced LIES from the customer service reps (when they answered the phone). Had to file a charge dispute with my bank to get my money back, which took weeks. They claim that your mattress will ship in 2-3 business days but its a scam, frauds running this company, YOU'VE BEEN WARNED.

I ordered a dream cloud mattress....firm...they should call it dream rock! I decided to give it the benefit of the doubt. So I tried to sleep on it for 3 months. It sleeps hot and is so firm my arms and hands fall asleep. I initiated a return...no call back for many days. I chatted online and got some action. I was told to donate it. None of my local charities accept mattress donations. I chatted online again and was told to cut the tags off and take a picture of it at my local landfill. Local landfill charges 70 dollars to dispose of this type of mattress. I hauled it back home...sigh!!! Then a local charity called and said they would accept the mattress...but they only have handwritten donation receipts. I hope this will suffice for a prompt refund but some how I doubt it will. Customer service with this company is an absolute joke! Their return policy is misleading at the least! DO NOT BUY FROM THIS COMPANY....I fear you may regret is as I have.

Worst customer support I've ever encountered. I ordered the queen, with adjustable frame and headboard 30 days ago. In that time, the frame was sent to the wrong state, returned to the warehouse and shipped again. The headboard paperwork said it was shipped to the wrong state but customer service assured me it really was shipped to the correct location. I ordered white glove service and when they arrived, they had no idea how to put it together. I had to look up *** videos so they can actually assemble the bed. Now I have a stack of extra parts left over. I have no idea why. When you call customer service it's a black hole, no one picks up. The requested call backs rarely occur. The chat service, which has a waiting time of an hour, hangs up on you as soon as you state your issue. I have never had a more horrible exchange with a company and I would suggest everyone avoid at all costs.

HORRIBLE customer service. Average wait is 60+ minutes. Don't call, chat is your best bet. If you call, elect for a call back. If you do get called back (50/50 chance) avoid being put on hold by all means. If you do get put on hold, I tapped out at 89 minutes on hold, so make sure you have a charger nearby. Buyer beware!!

I am trying to cancel the order that I just ordered today online. I got a twin XL. I read the reviews here and I have to take my money elsewhere. The money has been taken out of my account but mattress hasn't been shipped. Called customer service, I am on hold for 20 minutes, then it says "No customer service agents are available at this time, call back later" The phone hangs up. This is TERRIBLE CUSTOMER SERVICE. I am going to try the live chat. I don't want this shady mattress to show up at my door.

DO NOT order from here! I ordered my mattress. They charged my card immediately and said the mattress will be shipped in 2-3 business days. After a week, I tried to contact them for the status. I've spent hours WAITING on live chat to only be told they have no idea when the mattress will ship. They refuse to cancel my order or give me a refund. Customer service is horrible. No once answers the phone....ever. No one replies to emails....ever. And live chat gives you the run around. I should've read all these reviews before I ordered.

I have no idea how the bed is because they seem to be back ordered and can not give a firm delivery date. I ordered over a week ago and the item was given a *** tracking number but not shipped. I can not get through to customer service on the phone. They put you on hold and then disconnect after 15 minutes. They do no respond to emails. And the chat service gives you a different response each time. Horrible service

This is anything but a dreamy experience. It is July and I notice that many have had delivery problems. Me too. They say it is in pre-transit, a problem with ***. Pre transit, in other words it hasn't shipped. Then a concierge specialist contacts me, a mattress concierge...what? No 2-3 day delivery folks. I have requested the order be canceled, 3 times to no avail. I will not be accepting any delivery from them, the Dreamy Cloud-crowd-concierge staff and I want a refund, NOW. Responses take over 24 hours too. Unacceptable. After reading these comments, this experience is not for me. Product isn't even out the door and problems mounting. I'll pass. Cheaper is not always better.

In simple terms Dream Cloud takes your money and creates a *** shipping label within the 3 business days they advertise . This does not mean they have your mattress or are actually shipping it . In fact it means nothing . Dreamcloud will then point blank lie to you about their policies and true shipping times . All blame will be placed on *** and they will take no responsibility . Their website and sales staff misrepresent the policies and actual shipping processes . They will give you the runaround or simply disconnect your phone call or live chat ; 7 attempts but only 3 successful contacts . It took days to get the generic *** number out of them which simply states a package is on a trailer waiting for pickup. I have not received my mattress so time will tell but I can say that every complaint I have read on line about shipping in my case is 100 percent accurate and Absolutely verbatim to others comments . Every representative had the exact same scripted response ................ I fell for the good reviews through fake on line reviewers who are paid when you click a link from their websites . Dreamcloud deletes any negative comments from its *** feed and *** pages and as you have already noticed is not accredited with the Revdex.com. This is a blatantly disingenuous company that cares nothing about its customers time or money .

Horrible customer service. The bed was delivered with bed bugs. We spent 1000s of dollars getting rid of them. We wanted a new mattress seeing is how it wasn't delivered clean... their 365 day return policy didn't qualify because bed bugs are environmental. I had multiple records showing our bug treatments started after we got the mattress, so it definitely came with it. The customer service representative was extremely rude. I wish I would have never purchased this with them. Shop elsewhere.

My husband and I recently bought 2 XL mattresses with a total of $1923.00. We slept on them for 2 months and we are still having back, neck and hip problem. So unfortunately, we have to return the mattress. Their website says that we have a 365 sleep trial, if unhappy, we get a full refund of the purchase price. We initiated the refund on June 10, 2019, according to their return policy that we have to donate the mattress to any charity of our choice. We did, send them all the photos and the donation receipt. We were told that we will be refunded and allow 7-10 business day to process the refund. It's now June 26, 2019 and still have not received the refund...….

The worst experience dealing with the company trying to track down my order that I already paid for. I was immediately charged, however my order a week later had not even shipped. I was told that I would receive shipping confirmation within three business days that never came. I inquired through customer service email as to the status and NEVER even got a response. The next attempt was made through chat and the rep told me my bed would be here at the end of the week and gave me a tracking number which listed the order as pretransit waiting for pickup but had a delivery date of the next day. The following day it went back to a pending status with no delivery estimate at all. At this point I get on the phone and call them, conveniently their was an extended hold time and after I waited 20 minutes got hung up on with a message saying no one was available to take my call. I followed up with another phone call requesting a phone call back, got back on chat at this point to cancel my order, and they told me this could not be done at this point I would have to refuse the delivery but no one could begin to tell me when that would be. Just stay away, go with nectar or something else. I am in the process of trying to get my money back now. Fun

Do not buy anything from DreamCloud. This company does not honor its 365-day refund policy. We donated our mattress like they said. Submitted all the information they requested. They said we would receive a refund for the full purchase price, $1200 within 10 business days. 12 business days out no refund so we emailed to ask about our refund. They said it was refunded and would show up in our accounts within 48 hours. We waited again. No refund. Fraud!

I'll go with 2 stars....for now. I don't mind the bed actually. But the customer service is HORRIBLE. They sent the wrong size mattress protector and for some reason instead of just shipping out the correct one, it's taking weeks. I get the same story every time I call. At this rate, I am thinking of returning the entire bed. I'm not sure why the process to get this corrected is so painful, but seriously...if you need customer service, good luck.....

Would give zero stars if I could. This company is completely soulless.
Ordered the mattress - no issues there or with delivery. Problem is BOTH of our Twin XL mattresses came in at over 40 inches wide and nearly 16 inches tall. Dreamcloud confirmed this was a defect, and even offered me $150 to keep it. Problem is, no adjustable base in the world is made over 38 inches, most are 37. The overhang was terrible to deal with, and made for a terrible and frustrating experience for my significant other and I. Not to mention the mattress stinks.
In any event after DreamCloud was very responsive to my initial requests, admitting there was a defect, then offering me $$$ to keep it, I finally got them to approve a return. They stated I need to donate it to a local charity - I like the idea behind this, with one problem - NO LOCAL CHARITIES ACCEPT MATTRESSES. I'm sure DreamCloud knows this very well, it's just one of the numerous shady things they do to try and steal from their customers.
After I discovered that, DreamCloud will no longer reply or communicate - either by email, social, or otherwise. They completely stopped replying, up to this point they were communicative.
YOU HAVE BEEN WARNED by myself and numerous others on this page - if you are the least bit hesitant about buying this product, know they will make returning as difficult as possible for you. KNOW that they do not stand behind even defective products. AVOID companies who do business this way.
Personally I"m waiting 24 hours longer for a response and then I'm initiating a chargeback with my credit card company. This is outright fraud, misleading advertising, and deceptive business practices.

The support team really wasn't bad. Other than a LOT of lack of knowledge as to where my bed is or was. It took over 10 days to tell me that you guys had no idea where my bed was. A tracking number was given to me hours after I finally decided to cancel. Which I still have yet to receive a cancellation email or notice. (I called my CC company to actually get something done for you guys) Nearly $800 spent and a lot of headache and regret. I really did want a bed from Nectar.
I talked to an agent on Friday June 7th around 430 pst. She took the effort to speak with her boss.Which no one before her decided they could do. She came back telling me they could cancel my current order and make a new one. However the new one can't be shipped out until June 16th! Are you serious I thought. Another week until it ships????????? After nearly to weeks waiting on what was claimed to be 2-3 shipping days on YOUR website. Terrible customer service. Absolutely unreal. Management cant make the executive decision to have a bed over night shipped as a priority to a customer that made his original order on May 24th? Instead you try and resolve it by sending out a bed almost a month later?
Needless to say, I called the credit card company to make sure you guys do not suck up on my $760 any longer. This is easily the WORST experience I have ever had purchasing something online. Plus all the claims you all have about shipping. I don't want to hear anymore excuses about it. Action speaks louder than emails and words.

Talked with *** at Sales, was looking for some support, did not want to speak with sales. She would not let me talk to a supervisor. We bought a dreamcloud in January, and I do not mind the mattress at all. But we had an adjustable base for the 2 twin xl mattresses we bought, the mattresses are almost 41 inches, and my adjustable base is 37.5 I was not expecting my husband to fall out of bed twice because the adjustable twin XL we own is 37 1/2 inches and the mattress is almost 41 in. I also wasn’t expecting to have to spend another $1200 to remedy the situation. This seems to be a no-win situation, and cannot afford 1200 for their adjustable bases. *** P did offer 10% off. But I get emails all the time from the company for 10% off. I wasn’t asking for anything free, but at the same time, I can’t bear my husband to fall out of bed anymore! The mattress overhang acts as a slide. Horrible of them to want me to spend another 1200 on bases when I already own them. They just wanted to sell me theirs.

It is honestly one of the most uncomfortable things I have ever slept on. I wake up with lower back pain every morning. I've only had it a couple months and it is already sagged at least an inch in the middle where I sleep. It is not a medium soft mattress, it is hard as a rock! Customer service is horrible and I'm guessing it's gonna take me a few months to even get my refund once I send it back Because from what I've read they make it very difficult to get a refund.