DreamCloud

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.

I called into dream cloud and spoke to a rep before I even thought to make a purchase, to ensure that my mattress would get here within the allotted time frame. He ensured me with the utmost enthusiasm that my mattress would be delivered to me BEFORE the 14 business days. I then called in on the 13th business day and this is when things started to go downhill. I spoke with another rep who informed me that "They still had one more business day to give me tracking" and told me that they were "MAKING THE LABEL" to ship out to me, weird that it takes a week to verify a label but hey whatever!

The next week rolls around and I can no longer get ahold of anyone so I go to the website and chat with an agent to check on my $1000+ mattress. I am then told that I should see movement within the next week and that tracking would be updated. (That was two weeks ago.) They then offered me a $50 dollar refund which is not NOTHING if you ask me. THAT WAS TWO WEEKS AGO. I have reached out to them almost every other day after that I keep getting LIED to. It's one thing if all the reps were saying the same thing however I am fed a different lie every time I reach out. Now that I think about it, I have been lied to since DAY 1. And they stand behind their lies proudly!

Fast forward to this week my Active duty service member has returned home and sadly after having to sleep on a very hard bunker for the past 9 1/2 months he now has to come home to sleep on a very uncomfortable blow mattress all because dream cloud kept lying to me. Had I known the shipping would take this long I would have paid the extra $200 to Saatva or went with a more honest company. I placed my order a MONTH AGO and get lies every week. I wish there was a way to upload pictures of my message thread just to prove to you all.

I reached out to the chat box at the beginning of the week I was told, I WOULD SEE MOVEMENT THIS WEEK!!! I thought to myself okay well at least my active duty service member won't have to go that long with sleeping uncomfortable. So, I chilled. Today I Thursday so I just reached out, and was told they could give me another $50 and that my mattress would be delivered in ANOTHER TWO WEEKS. Due to them having to find a way to "ship" my mattress. HUHHHH???

This Company does not have any respect for the Active Duty, They Will TAKE YOUR MONEY ASAP!!! and most importantly I promise you that they WILL LIE TO YOU CONSTANTLY. I feel so bad that my husband has to sleep uncomfortable at night. I tried to make his homecoming smooth and comfortable for him but due to dream cloud constantly lying to me I have to sleep next to my Husband who serves his country proudly every single night, and watch him toss and turn because he is so uncomfortable. This breaks my heart, and I have never in my life cried so hard because of a terrible company. PLEASE DO NOT BUY FROM THIS COMPANY. I am now on the hunt for another mattress but because I am desperate for my husband. I kept the order just in case.

You all I only ordered from this company because I thought that they would be an honest company and keep their word. I BEG YOU PLEASE DO NOT ORDER FROM THIS COMPANY. I am at an UTTER loss of words. I wish I would have known that they were liars I would have ordered from another company to ensure that MY husbands got the sleep the he deserves.

I reached out to both their chat and support email on business day 15. Both reps told me the same thing, confirmed several times that I did indeed want to cancel my order. Told me the actual shipment window is 18 - 21 business days, contrary to our confirmation email. But after several back and forths both in the chat and email, they say they'll cancel my order. From the support email I see a disclaimer about the so-called cancellation:

"Upon the cancellation of your mattress, you will receive a confirmation email for your refund. Disclaimer: This is not a guaranteed cancellation. Our warehouse will need to confirm the item status before issuing a refund. If you do not receive a cancellation confirmation email, you will receive tracking details in a separate email as your item(s) ship. We encourage you to try your new DreamCloud order when it is delivered, and want to remind you of our risk-free trial period and lengthy warranty! If you still wish to return your item(s), please respond with the following photos so we may send you a return label as quickly as possible.

Once we review the above photos, we will respond with your prepaid return label and instructions for scheduling that pickup through FedEx."

I am upset at this point and start getting irritated with the support reps. I continue to push for a confirmation email, but never actually receive one. I push so much that my emails were then escalated to someone else, in some other department, who calls and leaves a voicemail to correct me and make sure I understand the shipment window is actually 18 - 21 business days. I confirm with her in email that I do actually want to cancel my order and want a refund.

So at this point I assume that I am not actually getting a confirmation email and decide to dispute the charge on my credit card. I'm hoping it doesn't ship before that goes through because I really do not want to deal with trying to return it. Like the other reviews mention, it sounds like an absolute hassle. In the end I confirmed with them 10 times I want to cancel my order and get a refund. At this point I don't really think they have a process in place to cancel orders. Either that or they just don't want to cancel orders. I'll be filing a report or complaint with the BBB and the FTC. Anyone with a similar experience should do the same.

Today I asked why they couldn't at least tell me when it would leave their warehouse, and why they seemed to have no information regarding "the warehouse." I was told: "We're no longer able to disclose company information of who and how it is being controlled." Whaaatt? I cancelled my order. I was told they could not even confirm that for 2 weeks. Not to mention I have to take photos of the "free sheets" they sent in advance of the mattress--then send those in--before I can get a return label or before they will process my return.

I've never had a company make every step of the process so difficult! I'm so thankful I didn't get their mattress as I'm sure returning that would have been a nightmare. They also appear to have removed my negative review from their website. When I questioned them about it, I was told they could provide no information regarding how reviews are ranked/placed on the page--and they did not deny that it had been removed.

I accept and wait another 2 weeks. No mattress ever came. I received a full refund on Sept 1, 2020 after being given the run around and being lied to for 3 months. I don’t know how this company operates but if you don’t have a product to send don’t take people’s money. I’ve never in my life put out almost 2 thousand dollars to not receive a product. I went to Mattress Firm today and my mattress is being delivered TOMORROW. I will never buy a mattress online again. Dreamcloud is the worst and they don’t deserve the 1 Star I rated them.