DreamCloud Reviews

I called again on 10/4/23 and this representative initiated my cancellation - but guess what? They need another 24-48 hours to process the cancellation. And guess what else? No one contacted me. So I called again on 10/6/23 to get an update and FINALLY they processed the cancellation and provided a refund. This was an absolute horrible experience and still no one from the company has contacted me.

They did replaced the queen with a king mattress, a few days later but LEFT IT IN MY DRIVEWAY!!! I live on a busy street!!! So, now I am expected to haul this giant King size mattress upstairs and haul down the Queen Which is impossible for me by the way. This thing is massive and very heavy. They told me I only paid for set up the first time so I was responsible for this set up. DreamCloud SET UP WRONG THE FIRST TIME!!! I don't need to pay for you all to do your job. So more waiting for the utterly useless customer service!

I have a King mattress lying in my living room floor and a Queen size mattress out in the hall waiting to be picked up. They do not live up to their promises. I would have cancelled this order had I known it would take so long. I never would do business with them again as they are so unreliable. I am an interior designer and buy mattresses enough to say this has been my worst experience. Had this been for a job site I would have looked really bad.

If you want haul-away, you need to pay the $199 for the in-home set-up service. When I contacted Dreamcloud customer service about this, they tried to tell me all the ways I could get rid of the mattress myself. I had to push them significantly to acknowledge the false advertising. Our "mattress" was an old, defunct SleepNumber multi-part contraption that was not suitable for donation, etc. Ultimately, they gave me $50 credit my account. However, the real issue is that they need to change their website to convey correct information so other consumers don't expect free haul-away when the company has no intention of providing that.

Original Review: July 14, 2023

Three years ago in early 2020, we ordered our first two mattresses and bed frames from DreamCloud. We ordered one flat frame and one adjustable frame that could go up and down with a remote control, both for queen size mattresses. We were both extremely happy with the beds and never had any issue with them. Flash forward to February of 2023. Due to a family situation, we end up attaining a second apartment near our first. We want to order another adjustable frame because we love the first one so much, but this time for a king size mattress.

When we call Dreamcloud, they tell us they no longer have a king size single adjustable frame available, so we’re given two options. We can order a queen size adjustable frame, or a king size split frame. For the split frame, we would have to use two twin mattresses on it. We both expressed worry about the quality of the twin mattresses being the same as the two queens we already have, but we were assured over and over by their customer service team that the two twins would be the exact same and we wouldn’t be able to tell the difference. It’s also worth noting that the split king adjustable frame was more expensive than a standard adjustable frame—but again it was the only available option to us at the time and we really wanted a king sized mattress with an adjustable frame. So we ordered it.

Once we received the split frame and the twin mattresses, we immediately noticed a difference in the quality of the mattresses themselves. They were far more uncomfortable than either of our previous queen mattresses despite the many reassurances we received that they would be the same. We called the company a few weeks later expressing a desire to return the mattresses and the frame, but we were told that we had to wait at least a month before we would be allowed to return anything.

Due to having to travel for a living, and being assured by Dreamcloud’s heavily advertised 365 day return policy, we were not able to contact the company about returning the bed again until June. When we called and expressed our dissatisfaction with the mattresses, we were informed that our previous queen mattresses that we were so happy with were made by a different manufacturer in early 2020. Along with that, the type of mattress we received was different, despite us having asked multiple times to ensure that the twin mattresses we received would be the same. Dreamcloud apologizes and says they will take the bed back.

Nearly a month passes before Dreamcloud’s return team finally shows up to take the beds back. It’s a third party company outsourced by Dreamcloud, so there’s nothing the return team can do when they inform us they were only told to pick up the twin mattresses, not the split bed frame. We are both very confused at this because we were told by Dreamcloud that we would be able to return the bed without issue. No one informed us they only meant we could return the mattresses.

Despite us trying to return the beds in March of 2023 and being told we were not allowed to, now we were being told that while Dreamcloud’s 365 day return policy was applicable to their mattresses, it turns out it did not apply to their bed frames. While you aren’t allowed to return a Dreamcloud bed within the first 30 days, you only have 50 days after purchase to return the bed frame. So in actuality, you only have a 20 day window in which you can return a bed frame from this company. No one informed us of this when we tried to return the bed within the first few weeks of us having it. We didn’t find this out until the 50 days were well and gone. (Keep in mind again, we had to wait nearly a month to get them to even come pick up the mattresses as well).

It’s a shame because at this point we had already placed an order for a replacement king mattress and bed frame from Dreamcloud, so even though we had proved we were returning customers (after buying two whole mattress + frame sets in 2020 as well), Dreamcloud refused to work with us on this and insisted we had to keep the split king bed frame we didn’t even want in the first place. We ended up canceling that order as a result of this. It's ridiculous that this is how they treat returning customers who have spent thousands of dollars on their bed frames and mattresses. Terrible experience overall.

Needless to say, I didn't get the base until 3 weeks late and the mattress 3 weeks after that. My mom had been home, sleeping on and old mattress after surgery for quite some time. She's only had it about a week so I don't have much more to report. I certainly will keep everyone updated. I'm not sure how much of this part has to do with Dreamcloud the company or the shipping company they used but they apparently rang the doorbell. When no one showed up only almost a minute in, the mechanical frame was left out in the rain! I had to rush over, a 40 minute drive, to help my 78 year old dad bring it in. Fortunately it wasn't destroyed. The same happened with the mattress but at least no rain this time. After the experience so far, I'm hoping the mattress and frame hold up because I don't even want to deal with having to fight for the warranty. Hope others have had better luck.