DreamCloud

I checked many reviews but apparently missed some very important ones. As with many other reviewers, I had a horrible experience with customer service and shipping times. I ordered the mechanical bed frame and the Dreamcloud Premier mattress along with the "bundle" and warranty. It was, per their website, supposed to ship in 2 weeks and then allow for 3 days more for it to come to my elderly parent's home where they live alone. I was given a delivery date but without an approximate time. I assumed that I would receive a timeline for delivery the day of. That was on me because I don't believe they mentioned an actual time of delivery. Now I know why. Not only can they not give an approximate time but a day or even MONTH seems to be a problem. I ordered "knowing" I'd get the bed before my mom came out of rehab from a bad hip injury. After the allotted total shipping time I began to email and got the standard responses.

My wife order a new mattress and foundation. Almost a month later the foundation kept being pushed out so we cancelled the order and wanted to return the mattress which was too plush and we went shopping to find what we needed. This is where the hassle free comes in. They partner with Sharetown. Great. They are going to come pick it up and distribute it to someone in need and we get a credit. Awesome. It will get used. It's all good. Nope. We are then notified there are no Sharetown associates in my area to do this so now I have three options to get rid of this thing myself. All requiring physical work and forms and pictures. This is not what I needed to try to get my refund which I would've probably never pursued had they shipped the entire order within in a reasonable amount of time. Buyers beware!

They are difficult to work with and have sent me TWO defective beds not that I have had to find a way to get rid of. The 365 trial is a joke because you won't want to try it for more than 2 weeks, but will be forced to try it for 30 days before you can return it for a full credit. They are a nightmare and are a very NEW company that probably has no intention on staying in business long enough to honor their "Lifetime" warranty. It's sad that these companies keep turning up online to just take people's money and not give them anything worthy of what they paid for the mattress.

Bought the mattress in October of 2021. Within the first 2 mos we noticed the edges broke down and the platform was having issues. By 6 mos platform broken and bed sagging. We still can't get a refund on the bed and we've been fighting with them for over a month. Pictures of the bed. Pictures of the bed with rulers. Pictures of trouble spots. Pictures of the bed with weight on the trouble spots and rulers. Communication is spotty... don't call, use their live chat from the website. This quote is directly from their return policy page "Our industry-leading 365 night trial begins the day you receive your new mattress. If you haven’t had the best year of sleep in your life, you can send it back for a full refund, guaranteed." Nope, not even close. We've already purchased a different bed and a new frame since Dreamcloud's literally fell apart. We're just keeping the mattress stored through the fight to get our money back.

Their offer is NOT risk free. The 30 day “encouraged” trial is actually MANDATORY. If you don’t like the mattress, you’ll need to wait after 30 days, then send in pictures of the mattress to show it’s still in new condition with tags intact, wait for a third party to contact you for pick up, then wait for them to approve it. It’s a long unpleasant process that will probably make you wish you never heard of Dream Cloud. The mattress was at best just barely ok, the customer service at best was horrible. Buyer beware and don’t believe all the paid for good reviews.

I ordered a Dream Cloud mattress less than a month ago. I realized after a couple weeks, when my husband move towards the center of the bed, I end up fighting to keep from rolling into the middle of the bed. Also, when we sleep in the middle together, we sink into it making it very uncomfortable for my back. I tried returning the mattress and the customer service people are very combative. They asked me to send pictures of the bed which I sent EVERYTHING they asked. They are now telling me I need to send more pictures with something heavy to show the sagging in the middle. I have tried explaining that nothing I put on the bed is heavy enough to mimic the same scenario. I tried telling them over and over and over again that 2 human bodies weigh more than anything else I can put on the bed. They will not let me speak to a manager. They just keep telling me to send more pictures.

Don't waste your time with such a horrible company. The customer service is the worse I have ever experienced. They are overseas and have no clue what they are doing. They are very rude and confrontational like a bill collection agency. I tried to return my mattress because it is way too firm and they won't let me until they ship me a cheap mattress topper and sleep on it for 30 days. There is nothing in the fine print about this but they do whatever they want. The problem is they refuse to ship the topper to me and refuse to find out why it hasn't shipped. I have had four agents promise to follow up and call me back but they never do.

This mattress is like sleeping on a bouncy house. I can feel my hips sinking too much and my lower back aches in the middle of the night and morning. We got the mattress without the extra topper. When I sleep on my side, I can totally feel that my hips are way lower than the rest of my body and my spine is absolutely out of alignment. I can’t stay asleep on it. Only had it 3 days and I hate it. And now I’m afraid we won’t get our refund after reading all the BBB complaints.

I ordered a mattress and frame and it came with a free bonus set of linens. The frame arrived first and directions were abysmal. The parts according to the directions were to be labeled and none of them were. There is a customer support line to call from 9 - 9 who never answered and didn’t return either of the two messages we left. Thankfully chat was able to help with the assembly and get the adjustable frame finally working. The first chat took half hour. We finished late so waited for the arrival of the mattress.

Where do I begin, my order came in, headboard was damaged with parts missing. Called customer service and I was offered $20 dollars to fix it myself (don't think any company has ever said that to me). I asked to speak to management, they told me that I couldn't speak to management, they would relay messages. I called again, still said I couldn't speak to management, and offered me $50 dollars. I called again, offered me $50 and send a new headboard and I'd have to get rid of headboard myself. It costs money to dispose of items like that in the city. I'm finally contacted by some type of management that is not pleasant, offering me the same deal, I ask to speak to someone else. The next that contacted me was nice but not making things better. I'm still sleeping on the floor waiting for the "LUXURY BED and LUXURY CUSTOMER SERVICE". Terrible experience, beware.