DreamCloud

We received our new king bed super fast, within just a few days. Bed setup was easy as well (we did on our own, the bed is super heavy tho). After only 2-3 days of sleeping on the bed, we noticed there was indents where both myself and my husband lay. Before you ask, no we aren't overweight, we are average size people. As the days went by the sagging continued to get worse, I could feel a spring in my side, and we were waking up with our backs in horrible pain.
I got ahold of the company about the issue. First rep I spoke to told me the bed wasn't on proper support is why it was sagging. We had it on our floor because the bed frame/headboard we also ordered from the company had not arrived yet. She told us once it was on the frame it would go back to normal. Well after 3 UPDATED delivery dates, our bed frame/headboard still hadn't come and wasn't going to for awhile. We ordered the whole set on April 10th, the last email update I got was May 16th I'd receive the frame/headboard!!!
I contacted the company again, and the next rep told me the bed should not be doing that even with it setting on the floor. So she submitted the issue and said the bed was defective and we would get a replacement for it. The next morning we woke up, hating the bed more cause our backs were killing us and just over the whole process. I called to cancel the replacement bed, and our frame/headboard.
We donated the bed to local charity in order to receive our refund. I emailed DreamCloud on May 9th with the requested donation receipt. They processed the return and I was told I would receive my refund in 7-10 business days. The 10th day came and still no refund. Contacted DreamCloud and then they processed the refund that day. And now its going to be yet another 2-3 days before the money is back into my account. I feel like if I hadn't have called the refund wouldn't have even been issued on the 10th day. This should have been done days before then so I got my refund by the 10th day. At this point I'm still waiting for it to show in my account (this is day 11).
I have never had a more frustrating bed buying experience. We killed our backs sleeping on that for 2 weeks and then had to sleep on an air mattress for a week and a half while waited for a new bed set to come (different brand/company).
Definitely don't recommend this bed and I won't be back.
Oh and P.S. to DreamCloud, if you have products on back order for WEEKS, why don't you post that on your site so the buyer is aware before purchasing something that will take over a month to receive and way past the date you get the mattress!

This mattress is extremely hard and uncomfortable. Dreamcould makes it seem like it is simple to just return but that is not the case, the company is hard to work with and will not allow me to return this until after 30 days and who knows what hopes they will make me jump through at that time. Guess I won’t get any sleep for the next 30 days. Beware of this company and I would not recommend this company to anyone.

My experience with DreamCloud has been interesting to say the least. The only reason I'm giving a two star rating is because I was able to get a full refund without a hassle unlike some other customers. My first issue is that I didn't receive the mattress when I was promised. I ordered the mattress on 2/28/19 but didn't received it until 3/12/19.
The biggest issue and the main reason I returned the mattress was the gases and odor from the foam in the mattress. DreamCloud claims the mattress has Low VOCs and uses foams that are CertiPUR-US® certified. But the fumes/odor coming off this mattress was so loud the smell took over my entire two-story condo. I have severe allergies and it made me very ill. Even my friends that are not sensitive to strong odors complained about how bad it was when they entered my home. The odor is so bad that it still lingers in my bedroom nearly 2 mos later after I've gotten rid of this mattress. Maybe I got a defective mattress. I have tried everything to get this toxic odor out of my bedroom and nothing is working. It's still giving me headaches and asthmatic systems.
I am so disappointed and frustrated with the purchase of this mattress. The DreamCloud mattress had such potential to be a really comfortable bed, if it were not for the toxic harsh chemicals in it. BUYER BEWARE: IF YOU HAVE ALLERGIES OR ASTHMA DON'T BUY THIS MATTRESS DUE TO POSSIBLE TOXIC FUMES.

I ordered my mattress and frame at the same time. Since I was upgrading from a queen to a king, I needed the frame to actually use the mattress properly. The mattress showed up in a timely manner without the frame. Since our old bed was sagging badly and hurting my wife's back, we decided to remove our old bed and put the new dreamcloud on the floor until the frame was to show up (within a week I was assured through customer service chat). One week passed and I contacted Customer Service again. For my inconvenience, I was given a $50 credit. I got an email stating the amount of the refund. Three weeks passed and the frame had still not shipped. My new "luxury" bed was on the floor the entire time. I found a comparable frame from another retailer that would arrive with free 2 day shipping and I decided enough was enough. We needed our bed up off the floor. I contacted customer service again and requested to cancel my order for the frame and refund my money. I got an email from them stating the mount of my refund, which was for the entire amount of the frame with tax. However, when I checked my bank statement, the second amount they refunded me was $50 LESS THAN THE REFUND CONFIRMATION EMAIL STATED. Without even negotiating or telling me, the company decided to take back the $50 credit they gave me for my inconvenience. SHADY BUSINESS PRACTICE!!! The next day, I got a shipping notification that the frame finally shipped (3 weeks + later). I called customer service to let them know I was to potentially receive a bed frame that I was refunded for. You're welcome! After a 25 + minute phone call, they were ready to hang up with me. Then, I asked for my $50 back and the rep fought me, stating that since I was not keeping the frame, I was now NOT entitled to my $50 inconvenience credit. *** could not understand that my inconvenience still happened and that I could have ordered this other frame much sooner had I been told theirs was out of stock for so long. She would not help me. I asked for a supervisor and she put me on hold even longer, finally came back and said she'd have the supervisor call me back. At this point I have no faith in the company for service, so I ask her what kind of assurance she'll give me that someone will indeed contact me. She comes back a few minutes later and says, "I'll just give you the $50". I think I like the dreamcloud mattress so far, but I HATE dealing with the company. They were dishonest about product availability. They were dishonest about when it actually would ship when asked directly and they essentially tried to STEAL $$ FROM ME that was credited weeks ago. Also, they TAKE FOREVER to respond to inquiries whether via chat or phone.
BEWARE OF DREAMCLOUD'S CUSTOMER SERVICE. CALL TO CHECK AVAILABILITY OF ITEMS BEFORE ORDERING. DO NOT TRUST THE WEBSITES STOCK AVAILABILITY.
IT WAS FAR FROM A "LUXURY", "WHITE GLOVE" OR "CONCIERGE" TYPE EXPERIENCE.

Do not order this mattress if you are looking for an easy transaction. I ordered a king size mattress on 3/31/19 it is now 5/3/19 and I still have a defective mattress. I?ve gotten two defective mattresses and one mattress that is the wrong size. I am beyond frustrated and nobody at their company seems to care. I have spent countless hours on the phone trying to get in touch with someone or sending emails. Do yourself a favor and DONT ORDER A DREAM CLOUD mattress. This entire process has been ridiculous!

First part of Dreamcloud experience was frustrating because of the shipping delays. When I got the bed, it was nice. But slept very hot and was too firm for me. Refund process is annoying,which I am on day 14 now waiting for my refund. Return process is a joke...they do Not assist or do pick up. That is allon you to find a charity to donate to and makepuckup arrangements with.
Upon emailing the donation receipt it was acknowledged by email and said allow for 5-7 business days for refund. I?m on day 14 of waiting, they are not responding to my email now.
I?ve left a comment todayon their Facebook post about no hassle refund/return process. They deleted my comment.
So on day 14 with no refund, no bed, and no replies to my email today.
Worst purchase experience ever!! Very misleading company!
Hated to leave even one star..this company should be rated negative 5 star!

Bought Mattress, Bedframe and Mattress protector.

All three shipped to me on separate days which is really inconvenient for the size and nature of the product. Also was shipped after their SLA for ship times.

Mattress smelled awful for 2+ weeks and we had to swap it out in the middle of the night each time we tried the mattress. Called company to return the mattress per their terms and conditions. Was then referred to a separate page on returns with much more restrictive rules than what is presented in their terms an conditions which I read at the point of sales.

The return process is entirely contradictory to their terms and conditions.

Terms and conditions have 365 days to return any product assuming fair use outlined in the terms:
https://www.dreamcloudsleep.com/p/termsofuse/

Actual return policy that is an FAQ based page that they comply to:
https://www.dreamcloudsleep.com/p/returns/

Awful product and Awful process to try and return the product. I will likely be going through my credit card to dispute the charges.

When pointing out their terms should allow me to return their product they were unwilling to comply.

The worst product, delivery process and customer service imaginable. I have been consistently pushed in a dishonest direction and lied to by this company. they claim to have "unexpected delays" after multiple non related orders. it seems more likely that these delays are constant and consistent and that they use the excuse of unexpected to get around putting a delay on shipment at checkout so they can continue to sell delivery within 3-5 days. after two weeks of waiting all we got was a headache with fed ex ground - which is the only delivery service they use and a lousy 200$ credit. They advertise a dream not a reality. they do not notify on heavy packages that their delivery will not bring it to your door or up any stairs.

Reading the reviews regarding shipping made me very uneasy ordering this mattress.

I spoke with customer service twice prior to ordering it and they assured me that the shipping problems where back when the mattress just came out, and they had a over abundance amount of orders that they were trying to fill.

I was pleasantly surprised, I ordered the mattress on a Wednesday and received it the following Monday!!

The bed is in the rising phase so I will do another review after it?s slept on.

The only reason for the 3 stars is the fantastic service I received from ***. over a chat contact. *** was wonderful. After getting the run around from 3 other customer representatives, one of whom told me my mattress would be delivered the next day which was not the case, then ended the conversation abruptly when I asked for a reference number for the call, I was about to cancel my order, thinking I had been scammed. As it turns out it’s a good thing I decided to contact the company back. *** explained that the popularity of the mattress has been creating a back log of orders, and they are not getting out as quickly as normal. This is understandable for a new company (2018 for Dream Cloud and 2017 for Nectar the parent company). There will be growing pains. That being said poor customer service and things that don’t turn out to be true damage a company’s integrity, and create distrust in the market place. So here’s the story...I ordered on 3/17/19, I checked in on 3/22/19 and was told my order is “on the truck” and was given a tracking number that indicated a 3/27 delivery. On 3/25 I contacted again and found that the shipment had not left and was told the order would arrive by 3/29/19. On 3/27 I contacted again and asked where the order was and why it hadn’t shipped, and was told by a rep named John, that it would be “at my door” by 3/28/19. This order is coming from California, I’m in Pennsylvania, I really doubt fed ex is going to do that in 24 hours. When I asked *** for a reference number or if the chat is recorded, he abruptly ended the chat. This left me thinking I was getting screwed out of 1400 dollars and pretty anxious. I waited on the phone 20 minutes for a representative and was disconnected. So I chatted back and got *** W. Thank god for him. You kept this sale because of 1 customer service rep DreamCloud! I am not naive enough to think that one order matters that much to a company financially, but customer service should matter, and does not seem to be a priority to everyone employed here.

THEY WILL NOT ANSWER PHONES. THEY MAKE UP REASONS WHY ORDERS ARE LATE.
THEIR PRODUCTS ARE MADE IN CHINA.
I REQUESTED A REFUND 24 HOURS AFTER ORDERING ONCE I READ ABOUT THE FCC COMPLAINTS ABOUT NOT REVEALING WHERE PRODUCT IS MADE.
THEY WILL NOT ANSWER OR RESPOND. THEY JUST GIVE GENERIC RESPONSES.
FUNNY HOW FAST THEY TAKE YOUR MONEY BUT CANNOT PROCESS A REFUND FOR A COMPANY PROJECTED TO MAKE OVER 200 MILLION DOLLARS THIS YEAR.

IF YOU SEARCH THE INTERNET, YOU WILL SEE PEOPLE ARE PAID TO REVIEW THEIR PRODUCTS TO MAKE THEM LOOK GOOD.

DO NOT BUY THIS PRODUCT OR NECTOR THEY ARE THE SAME COMPANY
THEY DESERVE ZERO STARS

Purchased this mattress a few months ago and after multiple request I have yet to have my return processed. During the purchasing process their email response was very quick but now that I have attempted to return the Dream Cloud Mattress the response time has turned into days. What should be a relatively simple process has turned into a disgraceful business practice.

Poor order handling and shipping continue to plague this company. When I placed my order the main page said 1 business day to ship, received the the order confirmation email after placing the order and it then showed 2-3 business days to ship. Fine, still reasonable.
I continued to receive emails asking if I needed help with placing my order. Reached out to their chat support about Tuesday 3/12 in reference to these emails. The chat rep said your order is ready to ship and should be picked up by Fedex. Great! Reached out 3/13 to verify since that was the 3 business day marked and was told "we don't know when it will be shipped at this point". Also received an email saying it will now ship between 3/20 and 3/23.
This tells me they falsely claim shipping times to try to keep customers purchasing their product and does not handle truthful advertising and set proper expectations actual shipping times. Making false statements when speaking to them directly about the the order stages.
I have advised support that I will be cancelling my order if they cannot rectify this satisfactorily

I ordered a King size DreamCloud mattress and headboard because of the rave reviews, 365 day trial period, no sagging, etc. My husband has severe back pain so I was hoping this mattress would help. I ordered it on March 3, 2019. I received an email saying it would ship within 3-5 business days. I did receive the headboard a few days later. The box looks pretty banged up so I need to open it and make sure it is in good condition but wanted to wait until the mattress arrived before setting it up. I was sent an email that the mattress had shipped but there was no tracking number. I have tried to contact DreamCloud numerous ways. I tried Live Chat 3 different times. Live Chat responded to wait a minute while they looked it up. Well.... 20 minutes later they still haven't responded and then THEY discontinued the conversation because it had been so long. Each time I called I was told by a recording to call back because of the large volume of calls! I bet they're getting a large volume of complaint calls. I'm worried I won't be getting my mattress and that is a lot of money to me. I just want to forewarn people before they order this mattress. Hopefully it will show up soon but I can't get a hold of anybody to help me!

This review is concerning their return process only, and how their website is completely misleading in this regard. I decided to return our King size mattress because it was too firm - no issues so far, since I know mattress comfort is subjective. Moving on - all over their website they advertise Free Shipping + Free Returns. FAQ's state that "you will receive a short return questionnaire where you can request a preferred time for pick up. Once the DreamCloud Sleep Concierge has this information, we will set up your return at a date and time convenient for you. " What actually happens is as follows:
1) I request a return. Instead of being able to schedule a pick up, they send me an email asking that I donate my mattress to charity, obtain proof of donation, and then I will get a refund.
2) I call to complain about the false information on their website re: their return process. I get push back and am guilt tripped for "not wanting to give back to my community"
3) I check out the local charities they suggest will pick up my mattress - none of them actually accept mattresses unless they are still packaged.
4) I finally get them to email me with the info I need to schedule a pick up. I receive a follow up shortly after that their 3rd party, ***, does not service my area (which is a blatant lie, a quick search on their website will tell you otherwise). I am then told I need to dispose of the mattress myself. I'm instructed to take a picture of the mattress tags, and they process my refund. I'm stuck hauling a massive King size mattress out of my apartment.
The bottom line is this - once you want to return a mattress, it's a sunk cost to this company and they don't want to spend another dime taking it away. The advertising on their website is completely false, misleading, and results in consumers taking a risk on a product that they otherwise would have steered clear of. I know I would have if I had any idea this is what the return process would entail. So maybe this is the right mattress for some people, but everyone should be aware that their "return" process is nothing like what the website suggests.

Like everyone here has said the mattress was delayed twice. Finally arrived after many emails that were totally bogus. Anyway finally received my mattress and a month later it is worse than the one I got rid of. The foam where I lie is now getting mushy and I’m sleeping in a whole. It is causing so much pressure on my hips. The company said they would refund my money and to donate it. I will be doing that this week because I have to get rid of this junk and find another bed right away. Since I got rid of my old mattress that means I’ll b sleeping on the floor. I’m a senior and this has been an awful experience. Stay away. These other sites that promote these mattresses get paid. Always check Revdex.com first! This is one time I didn’t and am paying for it.

The couple that delivered it were very hard workers and cleaned up after themselves. The mattress delivery was delayed but only for a few days. We've had the mattress for two months and it is very comfortable. So far I've had no problems. I do sleep longer. That may be a problem.

I had a very positive experience with our mattress purchase. We received our mattress promptly and it was delivered at our door. We had also placed an order for the foundation but they were shipped from different locations and it arrived about 2 weeks after our mattress. Since we wanted to use our new mattress, we purchased a foundation locally. I called to cancel our foundation order but a FEDEX label had already been assigned and it was too late to stop the shipment. Once the foundation arrived we returned it via FEDEX at no cost to us. The return process was easy and customer service was very responsive. The delay of the foundation is why I chose 4 stars instead of 5.

According to FedEx my mattress has been sitting in a 3rd party warehouse less than 8 miles from my house for a week but they have "no record of my order". Dreamcloud keeps giving me the run around saying they will get back to me but there isn't a manager to speak to and no one else can help. I've been charged for the mattress and extra for a white glove delivery. I just want my bed or my money back.

This company never fulfilled the honor of delivering items ordered. I was advised at first that the bed frame had been damaged. I was given a 100 dollar refund and promised the frame would be delivered before Thanksgiving. It never came. I spoke to *** who refunded me another 100 dollars and it would be shipped by the following Monday and he would call me. He never called. I called that day but he was not available. I called the second day and advised he was not available but my frame would be delivered by that Thursday. Well it is Thursday and not frame. I just called and *** is not available and the frame is on back order with no other details.
Wow, this company is a scam in my mind. My only hope is I get my money back. And of course the Revdex.com can't do anything about this. Do not buy from the place and the Revdex.com as well does nothing.
Awesome.