DreamCloud Reviews

Ordered this mattress for a friend. It was not delivered on the day scheduled but arrived the next day so the helpers we had available on the actual delivery date could not be there again. We are a grandmother and a great-grandmother and were left in a bad situation when FedEx dropped it off. We managed to get the mattress inside and unwrapped, although this was a dangerous situation for us without available helpers.

Customer service is a joke. I was in need of a new mattress and after reading tons of reviews, I decided on a Dreamcloud. Needless to say, I never received it. My order was shipped via FedEx and I received confirmation that my mattress was delivered on Christmas Eve. It was nowhere to be found. Two days later, there was a delivery confirmation photo from FedEx showing my mattress in a box torn open, left on the side of the road, with the secure delivery location door of my building seen in the background. Clearly it was stolen.

So I tried to research mattresses, but all the 'review' companies are on the take with paid reviews. This is NOT a paid review. I decided on a Dreamcloud Hybrid. From day 1 I felt it was too soft. I called CS to return it and they said, "Oh we'll send you a complimentary topper." They did and it didn't fix the issue. Plus by this time (I had the mattress 4 months) I was beginning to nice some dips.

Was on the market for a new mattress. Purchased the DreamCloud Premier Rest Hybrid mattress. I’ve had it for about 2 years and if the return process wasn’t a hassle I would have returned it. Would not recommend at all. At the price point I should have the best sleep I ever had and I can’t say that. My wife and I wake up with back pains and can never quite get a restful sleep. Just laying on the bed you sink into it too much, if you kneel or put a hand down it’s even worse. Soft is good but it’s like quicksand sinking into it. I’m able to fall asleep on it which is the only reason why I gave it 2 stars. I’ll never purchase from this company again.

Updated on 12/27/2024: Just got.the mattress from FedEx, box torn holes in cardboard. Not even sure it is worth opening. Would attach pics if I could. Maybe I will do an additional review for the mattress. This company is a complete nightmare. Let's send a 200 lb frame and a 100 lb mattress and not tell the customer they will need to figure out how to move it around and set it up. Then send it in a cheap box with cheapest shipping possible. It's a money grab from a company that will probably change their name soon because of so many complaints; their service is one of the worst you'll experience. Good luck if you ignore all the reviews.

Don't be duped...as I was. Desperate for a mattress that would help me be able to sleep better, I took advantage of the 'BLACK FRIDAY' special... which turns out to be their usual price. Delivered 12/7/24.... and right out of the box, the zippered mattress cover separated when using handles to adjust mattress on bed frame. Emailed them and got a response to provide a long list of pics/documentation. Ok.. but.... then I tried to SLEEP on it. What a disappointment... although I have slept well on a medium hybrid in another brand, this mattress was so uncomfortable that I had to move to my recliner night after night. Could barely walk after trying it for a week.

I ordered the Dreamcloud mattress in May as I was swayed by the 365 day trial. Early on I had doubts that it was right for me but tried to give it extra time in case I was still adjusting from a very bad mattress from before. I also bought the adjustable base hoping that I could find the right combination. After a couple of months I realized that my back pain wasn't getting better and that the mattress was too soft for me. I contacted customer service to initiate the return of the mattress with the 365 day trial guarantee.

Purchased the DreamCloud king mattress and after a year it was already losing comfort. The mattress slowly started to sag and the edges are collapsing when using the sheets and soiled through mattress cover. Both the sheets and cover were purchased through Dreamcloud. We were told that the soiling is the reason the warranty was not honored. What they considered soiling should not compromise the structure of the mattress which is where our displeasure with the process comes in. The comfort and stability of the mattress are not as described or what we expected. Customer service seemed very scripted and the questions seemed as if they were looking for reasons not to honor our warranty. We will never purchase from or recommend this product to anyone in the future.

Bought this DreamCloud Premier Mattress on 11/13/24. I have never had such a bad mattress. It’s sags so low it’s unbelievable! It really screwed up my back bad! You couldn’t turn in it and horrible to get out of it! I called and told them I want them to come get this mattress and give me my money back. They said I had to wait 30 days!!! I told them I needed to get a new bed! I have back pain and can’t sleep on this. I need my money back now!! Don’t ever buy from them!! Terrible customer service! Jeff

I was taking advantage of the Black Friday deals and got a set of mattress and headboard in a queen. The order was reasonably priced, and the ordering system was easy to navigate. Even the shipping time was super quick. Then it got awful. The FedEx driver dropped the headboard off the truck, which we have on the outdoor cameras, the driver placed both cardboard boxes in front of downspouts, which would have been fine 48 hours ago of no rain for weeks, but it was raining. And raining heavily.

Practices are deceptive, they are owned by Nectar which parent company is resident. When you purchase a mattress online it’s always 50% off. There’s no sales. It’s just their current price and they make it seem like you’re getting a good deal. I looked past that and decide to buy anyways, cause it is a fairly decent price but then they will send you an email saying that they have high volumes of orders and that they’re going to ship it out late. They do this Which is not on their website. They do not tell you that they ship out late or that it will be delayed instead they automatically offer you a $50 credit. I have read a lot of these kind of comments about this kind of thing on Reddit and I chose to ignore it my stupid self But now I know they are true and I asked for a refund and they refunded the order.

If I could leave 0 I would. This was a terrible decision, my wife hated the mattress from day one. After 2 years it started sagging significantly. I contacted customer service to discuss warranty options as they supposedly have the best warranty in the industry. There was a small stain on the mattress in the photos sent, for this reason, they denied all warranty because of "misuse/abuse". Apparently a 4" sag and completely lumpy mattress was somehow caused by a minor stain which in hindsight could've been removed in 5 minutes prior to sending the photos. Had I known I was dealing with a dishonest company looking for any reason to deny warranty, I would have. Do not buy this lumpy pile of junk, they will not honor their warranty. I will be buying a new mattress to replace this pile of lump and never again will purchase a Dreamcloud or Nectar product (Nectar owns multiple brands and are most likely equally dishonest in their dealings).

I bought this after a bad night of sleep. Then they didn’t deliver when they said they would. I then got an e-Mail saying I should get a friend to help me carry it. Since I paid for this white glove service, I didn’t understand getting that e-Mail. I cancelled my order since DHL said they didn’t pick it up. The chat agent said I could take $75 and to just keep it because the company would pick it up and it would be delivered in 5-7 days. Then I got an e-Mail from another company saying they were picking it up the next day. I finally found DreamCloud number and called. I asked for the number for that delivery agency. They didn’t have it. I got the number and called the delivery agency and they said they didn’t know that I cancelled. So, looks like I cancelled about 15 times if you check my chat and they still didn’t seem to get my message.

Garbage mattress and company does a bait and switch when you have a defective mattress. They don’t stand behind their warranty and don’t care at all if their mattress causing you sleep or comfort issues. STAY AWAY!!!

I have been trying to return the full-sized DreamCloud Premier Hybrid mattress I purchased through Amazon on 12/23/23 for a week now. All I get from their customer service agents are a promise that "someone from our Amazon support team" will call or email me within 24-48 hours. From the reviews I've been reading on this website, it sounds like I'll never get anyone to contact me about getting a refund for this mattress!! So much for a 365-night trial. 'Just goes to show that if it sounds too good to be true, it usually is!

Purchased the Dream cloud adjustable bundle bed and frames. Delivery and purchase was smooth. What they do not tell you is that they only guarantee the return of the mattress for 365 days. Way down on the return page after saying how wonderful their return policy is, there is a small carrot that must be clicked in order to see that frames (which are pricey) only are guaranteed for 50 days from purchase. Buyer beware!

I’ve owned a DreamCloud for over a year now (approaching 2 years). My first mattress was just the original DreamCloud. It was too firm so I returned it and got the premier model. It was soft and very comfortable, however the top and bottom started to sag downwards. I filed a warranty claim and they replaced my mattress with no hassle. The new mattress I got, and currently still have, is super firm and uncomfortable. I contacted customer support to see if maybe I was sent the wrong kind, but they told me I was sent the correct one and there’s nothing more they can do other than suggesting to give it more time. I have since had to use a thick foam topper since I could not sleep well and always had back pain. I’m not opposed to foam toppers but that defeats the purpose of spending a lot of money on a mattress. My gut told me not to trust DreamCloud but I didn’t listen. A lost investment, for sure.

I have purchased 2 Dream Cloud mattresses after Hurricane hit our area. The mattresses are great but with toppers it's infuriating. The topper constantly slides off mattresses and there is no solution. I have tried several solutions to prevent. Beware of your purchase because Customer Support is horrible and vile! Such a letdown.

The company contacted me and sent me a new mattress. It was definitely not the same mattress. The replacement one is ok. It's comfortable enough. A little smaller in thickness and length. It also doesn't have the same top as my old one...not as soft. That being said, it will do. I appreciate the quick response and it arrived very quickly. I'd give five stars if I was helped before my review on Consumer Affairs.

BEWARE! My review is far below 1! Is this company even real? Do not trust their website, they are a SCAM!! Horrible experience from start to finish. I ordered a mattress from them as they promised delivery within 3 business days. I received an email with an order number and was not able to track my delivery and noticed the expected delivery date kept getting pushed out. When I finally called them 2 weeks after my order date, the "customer service agent" advised that the order was not in stock and they were not able to give me an estimated timeline on when it would be available.

The mattress arrived damaged and customer service was quite unhelpful. It’s a cheaply made and very uncomfortable mattress. After a year, it’s completely falling apart and like sleeping on lumpy globs of foam. Worst mattress I’ve ever slept on. Garbage collector coming tomorrow to take to the dump.

I ordered a queen hybrid Dream Cloud mattress the Thursday before Labor Day. FedEx delivered the mattress on Sunday over the holiday weekend when I was out of town visiting a friend. When I returned home rather than delivering the mattress to my door of my upper unit (with a nice front porch and overhang) it was thrown into my driveway in the pouring rain where it sat getting water logged for over 12 hours. I reached out to dream cloud to explain that I am 110lbs and 5ft tall which is the main reason I ordered a mattress to be delivered so I wouldn’t haven’t to carry it, especially upstairs. They immediately gave me a super hard time saying I would need to supply photos to prove that the FedEx caused the box to become totally water logged and fall apart.

Extremely disappointed in the entire process and felt it was important to share my experience with anybody that is planning to purchase a Dream Cloud Premier Rest King mattress, king size box spring and Serenity Sleep Bundle. I purchased the items on July 11, 2024 and received the mattress a week later and the Serenity Sleep Bundle a month later, but after many phone calls and promises I have yet to receive the Box spring that is out of stock and they have no idea as to when the item will be in stock. The problem stems for being honest with the customers and let them know truth, that the item is out of stock and have been for months. The Website claims that the item will be delivered within 5 to 10 business days, do not believe it please ask them if it's in stock prior to placing your order and paying for items so you don't have to go through what I went through waiting for an item that they have no idea when it will be back in stock after paying for it.

I wish I would have read/seen these reviews prior to purchasing this mattress. I ordered the King Hybrid due to multiple back surgeries and due to a severe accident years ago. I have chronic back, hip & shoulder pain that is incurable & based on several online reviews on their site, it seemed like a good fit. I ordered this mattress on 8/5/24, along with the white glove service, additional mattress warranty & the premiere sheets, mattress cover and king size pillow set. I recieved the premiere sheet set on 8/7/24. In the middle of this process, we were also moving. Based off of the content provided on the website, it notes 5-7 business days on delivery. Including the "white glove service" I purchased - I expected another maybe 2-3 business days for them to coordinate a delivery/install via one of their providers.

Thank you for your response and for offering a solution to the problem with this mattress. I appreciate your prompt attention to my concerns. I finish ordering a different mattress that came really fast and have a really easy return process for the old ones. I will like to thank the representative that took care of my case. Thank you for your assistance. Best regards,

We ordered this mattress after reading a lot of good reviews - I'm now convinced those are fake. The mattress was supposed to be firm, but I sink deeply into it (I weigh 125 lbs). I bought this to alleviate my back pain, and cannot sleep on it for even one night. I called the very first day to initiate a return, and was told it needs 72 hours to fully inflate after being rolled up so tightly in the box. 96 hours later it hasn't gotten any firmer, so I called again to initiate the return. This time I am told I have to keep it for 30 days. Like having an extra queen mattress in my space isn't inconvenient! This is particularly frustrating because their website says "if at any point during your 365 day trial you decide the DreamCloud isn't right for you, simply call a sleep specialist..." Looks like I'll have to store this for a month and then call them AGAIN to try to organize a return. Maybe they're hoping I'll damage it somehow so it can't be returned. DO NOT buy from this company!

I made the mistake of purchasing a Dreamcloud mattress and I'm still awaiting getting my order. I ordered two twin XL mattress and two twin XL adjustable frames on June 20th, with a promise of delivery in ten days. On July 1, the Dreamcloud website shows that all four pieces were delivered to the White glove site. DHL trucking company website shows them delivered on July 1st. White glove called and wanted to set an appointment for set up, but I noticed their paperwork only showed one mattress. I asked them and they confirmed they only had one mattress and had no paperwork showing anything else.

This one star rating is for customer service. The bed itself is great. I ordered a king sized premium hybrid mattress and two XL adjustable bed frames. Everything arrived in a timely manner except one of the bed frames. I called Dreamcloud and they said it was a fedex problem. I initiated an investigation with FedEx. After 10 days, FedEx determined the bedframe was lost. I notified Dreamcloud who sent me a new bedframe (something they would not do until the original frame was determined lost). After waiting 4 days for the replacement became to arrive, I contacted Dreamcloud again. THEY had lost the order and the frame hadn’t even been shipped yet. I had a mattress for almost a month that I couldn’t use. I cancelled the shipment of the replacement frame and returned the first frame I had received. I went out and bought the frame for my mattress.

Purchased this after owning a Purple mattress for 8 years. Worst mistake ever! I immediately disliked the comfort of this mattress but my partner didn’t, so I gave it time. Less than a year later I finally say I can’t do it anymore, I have a three inch pit in this horrible thing. Attempted to use the warranty for a return, and was told it’s soiled and they can’t. However this piece of crap is not even soiled! It has had the mattress protected I purchased from the company at time of mattress purchase from day one. I’m livid! The company is worthless, and won’t honor their warranty and the product belongs in the fire pit.

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.