DreamCloud Reviews

I purchase a Premier Hybrid King mattress. The mattress did not fully expand and was deemed faulty. I was told to get rid of the mattress on my own - cost $55.00. The company sent me a replacement. It was damaged in shipment. I was again told to dispose of the second mattress in my own - cost $55.00. Dreamcloud warranty promises free return for any reason. That is not true. They didn't care about their customers. They tell you they'll take care of it just to get you offline or off the phone and nothing is done. I have been going through this runaround for over a week with the mattress sitting on my front porch, still rolled up in plastic. I can't even tell you what their products are like, but if you have a problem, good luck trying to get them to fix it!

The bed got here in the promised timeframe. The serenity bundle (pillows, sheets and mattress pad) were a twin and the rest of my order was for a king size everything. I ordered it wrong… My mistake, and I have washed the sheets. I called the next day as was basically told “too bad, that is how you ordered it”. I am very surprised at the unwillingness to find a solution, and the lack of quality control and oversight to check an order to make sure everything in the order makes sense. Have the bed and really like the product so far. It was my mistake, so beware if you click the wrong button you will be out of luck and hundreds of dollars.

Updated on 05/31/2024: This company’s representative has not phoned me yesterday. However, I received an email asking what is the best time to call on Sunday 6/2. See attached email snapshot. There is no solution acceptable except refund my money in its entirety. This is a sham of a company. Please do not waste any more of my time. I should be requesting interest. I have to pay interest on my credit card for an item I never received.

Horrible mattress and experience. Shipping 4 times the amount of time advertised. Customer service can't help, they talk in circles, no managers available 98% of the time. Finally got one {note: message on site and ask/demand for a manager to call repeatedly, message at night to get a responsive supervisor to potentially call back, daytime Never called back}. Mattress is horrible. Way too soft on lower back adding back pain, and still causes pain when lay on side with hip pain (I am 40 years old). After 2 month I bought a $300 mattress topper, and it is a little better.

I have never had such an experience in my entire life with a product of company. Stay as far away as possible. When I called Dream Cloud to tell them about my experience, they refused to get me to a supervisor or anyone who can help. They hung up 3 times and never answered my calls again. So frustrating. My network of 475 employees will be writing a review as well if they do not call me back today. Kind of excited! Anyway, buy a puffy. Slightly more expensive but they’re great, more comfortable, and the customer service is way better!

This was the worst purchase I have ever made. Terrible service, bad delivery - smashed box and return wasn’t simple. Mattress was sagging after 60 days to almost a V in the middle. mattress was not comfortable. we bought after reading reviews, but now we believe those are mainly fake generated reviews.

Dream Cloud Mattress is selling products that do not have nor do they know when they will become available. I ordered a mattress and dream package promising to ship by May 9-10th. The dream package, pillows sheets and mattress cover arrived on time. The mattress is a no show. Calling customer service several times I received no helpful information. Instead, I heard the exact same message from each representative as if they were reading a script. I believe this company is dishonest in their representation of product they have to sell. I wish I had done more research on this company before making a purchase. Knowing about the FTC lawsuit would have.

Do not buy a Dream Cloud mattress. I woke up every morning uncomfortable and woke many nights with a numb arm. We did tell them but were just outside of warranty so they did nothing and didn’t care. Had to throw the mattress away. $1600 wasted. I did this on interest free at $75 a month. Having thrown this out I got a Tempurpedic now on interest free from Mattres Firm at $58 a month. Do not waste your money. This is not a good mattress.

We just received our split king Dream Cloud. Our sales person was very argumentative. She never heard the customer is always right. The White Glove was excellent. Oscar gets 2 thumbs up. Now for the mattresses; we can't get into bed. Almost fall out. The sides should be harder. I have to hold onto my bed frame to get into bed. We do have the adjustable frame on top of our existing frame with drawers so it is up higher. My husband not comfortable so he keeps sleeping in the guest room. He chose the firmest mattress and I the premier. I think he is sorry for the firm mattress. When he moves to sleep on his side he almost falls off the bed, the side is too soft, nothing to keep him in the bed. He's afraid he'll end up on the floor. We only have been using it 3 days. It is very hard to get in and out of. He usually puts his socks on while sitting on the side of the old bed. With this bed he can't, the edge is too soft, won't hold him up and still.

I bought a Dreamcloud mattress on 4/14 for which I have already been charged. I was told I would receive mattress within 2 weeks. I am now on phone for 3rd time speaking with csr about the status of my mattress 5/8. I get the same foreign type csr every time making one excuse after the other as to why it hasn't shipped and updating me on status. This company is a joke! Buyer beware! I can't even comment on quality of mattress but the customer service is AWFUL.

There are many reviews here concerning poor customer service. We’d like to add our experience, as it was exemplary. We purchased a DreamCloud Premier king, and it was delivered in four days. After unwrapping, we noticed the right side of the mattress did not inflate as did the remainder. Understanding that sometimes 72 hours was needed for full inflation, we gave it that time. At the end of that time period, there was no change. We took some pictures and called customer support. While on the phone, we forwarded the photos; they reviewed the photos, agreed the mattress was damaged, and immediately set up shipping for a replacement. The replacement arrived in three days, and unpacking was without incident. We are most pleased with the mattress, and the support we received from Dreamcloud could not have been better.

The 365 Warranty is a joke. I purchased a king size several years ago and it was too firm for me. Caused back pain and poor sleep. Within the first month I contacted DreamCloud and told them I wished to return it. Their response was to send me a foam topper. Which made the mattress so deep that I couldn’t find sheets. I tried it with a topper. Still was uncomfortable. Called again to initiate return and was informed there was no one in my area they could send to pick up. A week later they said that they would warranty it out and I could donate mattress to Good Will. I donated it to a local charity store and thought that was the end of things. A year or two go by I get a collection notice saying they turned it to a debt collector.. I don’t think this company is very organized. Watch out if you have to do any returns that you get some kind of documentation! In my case it was all done via phone!

Keeping in mind that others read this review before ordering this product, I declare that I am posting my honest opinion about the services of this retailer before delivering the product. Products ordered: Hybrid mattress, Bedframe, Sleeping bundle. DELAY in delivery (worst experience), WRONG Promises about time and day of delivery, ERROR in order updates and tracking on the website and MISGUIDED updates by the agent on phone.

DreamCloud refunded the white glove service & promised to send 2 mattress covers for the twin beds. They can't fix the stress that happened but I'll accept this.

I have the DreamCloud Hybrid mattress. It's awful! Literally the hardest and most uncomfortable mattress I ever slept on. Honestly, they had to try to make a mattress this poorly, so on that count they succeeded. Wish I had checked the reviews on this website before I bought it. Do yourself a favor - BUY ANYTHING ELSE!

Dream Cloud is a fraud. BUYER BEWARE. They promised white glove delivery. Do not believe them if they promise (and charge $200.00) they will deliver the new mattress and take away your old mattress. 2 hours on customer service text line--I have gotten nowhere. When I asked to speak with their manager, one CSR stated that they do not have a supervisor. That tracks. I only bought this mattress due to their promise of white glove delivery, as I just had surgery and do not have anyone to help me do it (so I can't get it in my house). Their solution to not doing what they promised? They told me I could go online and hire someone. They offered to comp me $50.00 to "receive my own mattress" but they never offered to do that plus remove my original fee for $200.00 for the white glove service. I said I would like to return it. Since one mattress has already shipped, they said I couldn't return it.

Worst customer service I have ever experienced. I ordered their best bed and bed frame. They did not have in stock and I agreed to send a different bed. They then sent me the wrong bed. And I spent hours speaking with Dreamcloud to fix it. Nothing being fixed. Waited a month for this wrong bed and now have to return it all and start over. Hopefully with a better company.

Worst mattress we have ever purchased. Very uncomfortable. And to make it worse, we tried returning, there is a small tear on the bottom of the bed (cover) from unboxing and they denied the request even though it was from unpackaging the mattress. So watch out for the “365” day warranty. They will look for anything to make it that you can’t.

I’m updating my review because the mattress is something we are looking forward to sleeping on in the upcoming days. But one of their associates was FINALLY able to figure things out and get our mattress to us in time for our move. Because of that associate alone and the quality of the mattress itself, 3/5.

I ordered my mattress February 23 of 2024, here it is April 1 and I still don’t have my mattress and the first one they sent was the wrong Mattress. I keep getting the same excuse in the same email saying the same darn thing. I’m so close to canceling the whole thing that I am just disgusted. The customer service folks they really don’t know what they’re doing. They’re guessing I’ve called too many times within the last five weeks to find out where my mattress is. I would’ve never purchased from this company. Had I known this issue? So I haven’t decided if I’m gonna cancel the order. If it goes on much longer cancel I will!

I received full refund and as promised I am closing complaint. I am pleased with the result but not happy that I had to go to such lengths to for Dreamcloud to honor warranty.

Stay away from Nectar Sleep Dreamcloud Sleep. When you order they says it's in stock but it's not in stock. They then email you to say it's not in stock and they want to offer you a free $400 upgrade…and tell you in writing that it will be shipped in 2-3 business days …. But they have no intention of doing this. You then get an email that part of your bed has shipped and the upgrade is no longer available. Still don't have a complete bed after 30 plus days and they can't tell us when the rest of the bed will be shipped. Also it is clear to me that they pay google to suppress bad reviews.

Bought this mattress in late 2022, had lots of good ratings everywhere. Easy purchase, good shipping and expensive. Bed would sag for me and my wife so we slept in it for a year to "adjust". A year later and backs hurt from sagging. They make sure you can't return it, make you take and email all kinds of pictures with weird and unscientific measuring while angling to deny warranty the whole time. It's a game they play. LOOK elsewhere for a good mattress, this one is all hype. And when the company posts a response virtue signaling about how they are here to help and give them a call, don't bother because they have no intention of helping. I hope you gain from my loss of good sleep.

I ordered the base Dream Cloud hybrid in queen size. I didn’t read the reviews here first and was concerned as I was waiting for the mattress to arrive. Most of the bad reviews are due to shipping time and while it took longer than expected, I received my mattress in 9 days. Once shipped it only took two days to arrive. I experienced no off gassing and the mattress is the perfect blend of supporting firmness and plush top layer. I was worried it may be too firm as I prefer a more plush mattress but it’s perfect. My boyfriend and I are actually sleeping through the night and I’m not waking up with hip and back pain. If you don’t mind waiting a little over a week for it to arrive, I highly recommend this bed for anyone.

I'm a 5'10" and 170 pound dude--what I would generally consider a pretty middle-of-the road human body! And yet a mattress that boasts 9+ different layers of padding cannot seem to prevent any sort of sagging in less than one year. I've had to turn my mattress 7-8 times this year just to have it feel like it did on that first week. Don't get me wrong, it's a comfortable, well made mattress. But the sagging is super disappointing. Like others have said, when I contacted customer support, they had me send in all kinds of photos...and then said that the warranty only covers 1.5-2" of indentation. Hmm, apparently a 14" mattress can have a ton of sagging to the user without showing a 1-2" indentation to the naked eye. Just a poor experience and classic lack of customer support. I did a ton of research before going with DreamCloud but I'd recommend going with a different company.

Bought this expensive mattress that is advertised as having a lifetime warranty, yet it began to sink on my husband’s side of the mattress. He is not an overly heavy man, just a normal weight and height, yet the mattress began to sink, and the company would not do anything about it. I sent pictures and they said because it had a small stain on the mattress that it voided the warranty. The small stain was nowhere near the place where the mattress is sinking, and how would a small stain cause the mattress to sink. That’s just one way the company can get out of making this right. Do not buy this mattress. Go to a company that will actually stand behind their product. A lot of wasted money and now we need a new mattress.

On Saturday, December 16, 2023 I went to your website (https://www.dreamcloudsleep.com/mattress) where I researched and purchased your mattress (Order # **). If you look at the order details on your database you will see the mattress I purchased is described as DreamCloud Hybrid Mattress, Queen, 60in X80in X14in. The mattress you delivered on December 21, 2023 is only 12 inches high, NOT the 14 inches you sold me.

Update: The mattresses arrived 5 days after the company’s response. My two teenage sons like them. They appear to be as described. Two stars off for the lack of communication on the delay in shipping and for advertising quick shipping. If they would remove the 1-3 days to ship advertised on their site, they would have less negative reviews.

I ordered my mattress on Nov 13 ..Told me will be shipped out on Nov 15 thru the 18th...Today is the 22nd and still no update. I contacted customer service and not surprised that they fed me some nonsense why the delivery was not shipped yet...This is a garbage company with a lot of fabricated reviews backed up by hoopla and over saturated advertising....Stay away..If this is how their customer service is imagine getting any help once you paid for the mattress.

Placed an order on 11/26. Showed 11/29-12/2 as delivery time frame for all items before I completed the order. Two mattresses made it on time. The remaining items have not shipped. There has been no communication to me about order status after the original deliver date range was missed. Two chats and one phone conversation have gotten me vague future delivery dates, none of which have transpired. The customer service representative today "hoped" it would ship soon as a shipping label has supposedly been created. The tracking site still has no information that the four remaining items have shipped. As I make product buying decisions, I factor in how fast the company can get the products to me. I may choose a different company that gets there faster if it is needed.