DreamCloud Reviews

DreamCloud Reviews
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Overall Rating3.5 out of 5
See all 89 reviews & ratings

About DreamCloud Reviews

DreamCloud specializes in luxury hybrid mattresses. Its mattresses have up to eight layers of memory foam and dense coils for comfort and support. The gel in the memory foam layer helps sleepers stay cool. Mattresses start at $749 for a twin XL and $1,124 for a California king. DreamCloud’s mattresses work with all sleeping positions.

Pros & Cons


  • 365-night trial
  • Lifetime warranty
  • Suits many sleepers
  • CertiPUR-US foam certification


  • Can’t choose firmness level
  • Only offers three models

Bottom Line

DreamCloud offers high-quality hybrid mattresses that support all sleep positions. There are three models available, going up to 16 inches tall. Mattresses are designed for support and cool sleep and are environmentally friendly. Bed frames, bedding and furniture are also available.

DreamCloud Reviews

ConsumerAffairs has collected 89 reviews and 383 ratings.

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Page 2 Reviews 10 - 40
Customer ServiceStaff

Reviewed April 15, 2022

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.

Their website says "DreamCloud provides you with a full year - 365 nights - to decide if DreamCloud is right for you. We encourage you to take the first 30 days to get to know your new mattress, as it can take this long for your body to adjust to the support and comfort of the DreamCloud. If you decide for any reason during your 365-night trial period that DreamCloud is not your ideal mattress, a DreamCloud Sleep Concierge will work with you to get the item donated or otherwise disposed-of through local organizations within your community. Our risk free trial is about 3 times longer than the industry standard." The website states a full 100% refund. I did not realize that I would be harassed and have to jump through a ton of hoops to get my refund. DO NOT buy from this company!!

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Response from DreamCloud

We are so sorry to hear that the DreamCloud Mattress you received was not quite up to our quality standards and we truly appreciate your patience while we work to assist you. We assure you that our team is here to help you resolve your concerns. Please contact us by email, by phone, or via chat support on our website 7 days a week. We are working tirelessly to provide the best customer experience possible and we value every bit of feedback we receive.

Customer ServiceStaff

Reviewed March 31, 2022

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.

I think they want to drag this on as long as possible for they can get past the one-year point and then you can't return it. They refuse to let you talk to any supervisors and every agent has told me that they have no corporate contact information to contact to find out about my topper. They have to have the contact information for this company because how else would they be customer service for them? They refuse to help me and we'll just end the conversation by hanging up.

I would never recommend buying anything from this company because either you won't get it or you won't like it and you'll have to deal with this horrifying customer service. My mattress was over $1,500 so you would think that they would want to make their customers happy, but they truly don't. Please don't fall for this trap, this company needs to be shut down. From what I've been able to find out the parent company is Casper. Good luck and I hope you have a lot of patience if you buy anything from them.

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Response from DreamCloud

We are so sorry to hear that the DreamCloud Mattress you received hasn't worked out as you hoped and we truly appreciate your patience while we work to assist you. We strive to make our return policy as simple as possible and we assure you that our team is here to help you resolve your concerns. Please contact us by email, by phone, or via chat support on our website 7 days a week. We are working tirelessly to provide the best customer experience possible and we value all feedback we receive.

Reviewed March 9, 2022

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 already know we’ll have to keep it 30 days before they’ll even possibly start the refund process. I’m sleeping on my couch because it’s the only way I can sleep through the night and without pain. Pretty bad that my couch is better than this $1000 mattress. And we could barely afford this mattress but thought it would be worth splurging since sleep is so important to overall health. My last mattress was a $250 memory foam from Walmart and it didn’t even hurt my back until we’d slept on it for 3 years.

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Customer ServiceStaff

Reviewed Jan. 16, 2022

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.

The Next day one of the pillows did not inflate. Chat told us a replacement will ship in a week so no pillow for awhile. Today we discovered that the pillow cases are too short. I chatted in the morning and was told to expect an email due to her technical issues. What we received was an email advertisement to purchase new linens. Back to chat who now says they will send us a replacement. Who know if it will fit? I wrote a review and they send us a “canned response” by email. After spending 1 1/2 hours on chats we never were able to speak to a person. Who knows if the pillow will inflate or if the pillow cases will fit. This has not been a good experience at all. I am reluctant to recommend this company to anyone.

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Customer ServiceStaff

Reviewed Nov. 24, 2021

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.

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Customer Service

Reviewed Oct. 18, 2021

I bought two mattresses, One a Full, one a Queen. Before the 365 day trial, both were sagging in the middle and the full on side and middle. Trying to get Dreamcloud to honor their warranty has been a joke. They are doing everything they can to jerk me around with what to do with the mattresses they can so they don't have to honor. First they told me something called Sharetown would be picking them up. Well, Sharetown messages me and says they have no one in my area to pick up, so I can donate to charity and have them fill out a bunch of paperwork, or donate to a citizen not family or friend, or put on curb for trash. Well then Dreamcloud emails me and says must donate to charity. So ok, totally confused now. Called many charities and they do not accept used mattresses. So I guess they will continue to jerk me around until the date has passed to give me a refund!!!

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Reviewed Sept. 9, 2021

I wish I would of searched the BBB and Consumer Affairs before buying the Dream Cloud Hybrid mattress. I read all the reviews on the website and google lead me down a hole of probably sponsored sites that had amazing reviews. I thought with the trial and 365 night guarantee I would have the perfect mattress, and did not mind the high price. When we received the box it was all ripped and torn, and extremely heavy to lift. The mattress was opened and it did not expand, I was told to wait 72 hours. The mattress was like being at a trampoline park it was extremely bouncy and when one of us moved we both bounced. (I can agree with another review that stated it was like a kid's bounce house).

The sides never did expand and the advertised 15 inches was barely 10 inches with sagging outpouching sides. You could not lay any wear close to the sides without rolling off. No, I did not want a replacement, I went with a good old Serta for half the price and a 100% better bed. Also the company did not come and get the mattress I had to removed it and dispose of it myself, and show proof before I got a refund. P.S. the sheets are not luxurious they give you paper cuts. Shipping was fast though.

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Verified purchase

Reviewed Aug. 23, 2021

I spent a lot of time researching mattresses before deciding on the DreamCloud Premier Rest. It had the best reviews, warranty, extras, and trial-in-home period. We were very excited for this mattress, thinking we’d never need another one again. Two nights so far sleeping on this mattress. I hated it the first night and I hated it the second night. Apparently, we have to sleep on it for another 28 nights to even initiate a return.

The best way to explain what it feels like is this: it’s like sleeping in a kid's bounce house. Every time my partner moves, I get “bounced around”. I can’t sleep too close to the edge or I will roll right off of it. I am also a stomach sleeper, but this mattress causes my lower back to “bow” when I’m in this position. I must be on my back to have any level of comfort on this mattress. It’s like a very expensive air mattress. It’s definitely not cloud-like, or even “plush”. It’s weird is what it is and once I can send it back and get a refund, I’m going down to the local mattress storing and buying a good ol’ Serta or Beautyrest.

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Reviewed Aug. 12, 2021

I will start positive. Wonderful bed for a single person. Terrible for two..you will roll in towards each other. Not a big deal. However, returning a bed you can't sleep on is impossible with this company. Yes, it seems silly to complain about a 30 day return policy, but we can't sleep in the uncomfortable bed and at $1,500 we don't have the money to replace. Not happy with the service one bit.

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Verified purchase
CoverageSales & MarketingStaff

Reviewed Aug. 3, 2021

My husband and I purchased a DreamCloud mattress after researching hybrid memory foam/coil mattresses online. DreamCloud was one of the top rated mattresses of this style which is why we selected it, along with their 365-day trial and guaranteed returns. Unfortunately we were disappointed to find the mattress was much firmer than expected from the descriptions on DreamCloud's website. We also purchased the bed frame base, which was described online as being fabric-sewn panels attached to a metal frame. The bed frame base we actually received was a total knock-off and not at all as depicted online. It was a metal frame with a stretchable cover over it - COMPLETELY FALSE ADVERTISING!

When we contacted the company to initiate a return, the company ignored our concerns because of their apparent 30-day MANDATORY trial policy (*verbiage on the website is that the 30 days are "encouraged") during which no returns are accepted, even though the verbiage on their website states that returns are "guaranteed" at any time during the 365-trial period, which begins upon mattress delivery (*info about the 30-day trial period is buried further down on the page). We spoke with four different company representatives to no avail. Well, they did offer to take back the bed frame base but not the mattress until after 30 days. No one offered an explanation or apology for the false advertising with the bed frame base.

Now we are stuck with a mattress we can't sleep on (causes extreme back pain & lack of sleep for us) until the 30 day period is ended. I can only hope at that point that we will actually get our full refund as promised, since my confidence in DreamCloud is entirely gone at this point. This was our first experience with both this company and with purchasing a mattress online - as a result, DreamCloud (and the parent company) has lost our business!

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Reviewed July 29, 2021

I spent a lot of time researching mattresses, the DreamCloud kept popping up in national reviews. After several days of reading reviews, I decided to purchase the DreamCloud Hybrid mattress. This mattress is everything I had hoped for, quality material and workmanship, very good value for the money as compared to other mattresses, and - it arrived exactly two weeks after I ordered it. After a month of sleeping on it, I have no regrets, this has been a great purchase.

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Customer ServiceCoverage

Reviewed July 8, 2021

My Dreamcloud mattress was delivered on May 22, 2021. The packing was a disaster! The box was ripped and taped and re-taped and re-taped. However, the plastic covering was intact. As soon as we removed the plastic covering and the mattress inflated, we noticed an extremely bad off-gassing. We, promptly, moved the mattress to the garage and placed it on wooden slats.

One week goes by, two weeks go by, 3 weeks, 4 weeks... I, finally, called Dreamcloud and was prepared to request a refund. However, I was offered a $250.00 discount if I kept the mattress and signed a disclaimer (giving up my 30 day trial period). Okay, I was in agreement. HOWEVER, it is now (approximately) 6 weeks, since delivery, and the mattress is still off-gassing. The off-gassing is SLOWLY dissipating. For the past week we decided to try sleeping on the mattress with the windows, partially, opened and we are using an air purifier. This seems to be working, somewhat. Quite frankly, the mattress is extremely comfortable (hence the 2 star review)! Customer service is amazing, as well. If it weren't for the off-gassing, based on the comfort of the mattress and fantastic customer service, I would have given Dreamcloud mattress a 5 star review.

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Customer ServicePriceStaff

Reviewed June 26, 2021

Dream Cloud is a hybrid mattress which is made up of quality materials. A good rest on dream cloud is the best. Its price is very moderate and every working class can be able to purchase it easily. I have one and I enjoy it with my sweet lady. Dream cloud supports every aspect of sleeping positions, and I feel appreciated when sleeping on the bed. The springs in the dream cloud enable me to sleep very well like a new born baby. I am able to dream sweet dreams when on bed. I will personally advised every household to please try dream cloud. It is a mattress that when you sleep on it, you dream big dreams. Dream cloud is the best.

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Reviewed May 30, 2021

Please do not buy from. This company everything they promise is false. There is no money back guarantee. It’s a lie. They will force you to keep the bed for 30 days and then you will still not get a refund. They also do not honor free returns. They don’t come get it. They will have every excuse as to why you can’t get your money back. The mattress is very nice but it sags really bad on the sides. You will just slide off if you sit on the bed. I have never seen anything me this. I wish I would have read the reviews here and on Google before I made the worst purchase ever. I don’t know if it’s possible to make a formal Complaint against the company since many of us have had the very same issues.

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Reviewed March 30, 2021

I placed an order for a mattress on Feb 19, 2021. At the time of my order their site said 7- 10 days to ship. When the 10th day was finally here and I was hoping for an "it shipped email" they changed the date for another week... And when that came and went, they change the date to another week and so on... Here it is, March 30th, 2021 and it still has not shipped. My last status said "Est. Ship Mar 23 - Apr 01", which is in 2 days. I am beyond livid. Their excuse keeps changing from pandemic related to weather related. I am SO frustrated and angry beyond words. This mattress was supposedly "IN STOCK" when I ordered it so they shouldn't have had to "make" it. I want to cancel my order but there are certain features I wanted in this mattress and I can't stomach the thought of having to reorder from another manufacturer. If this keeps up I will end up doing that anyway. Words cannot describe how bitter I am about dealing with this company.

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Verified purchase

Reviewed March 16, 2021

I placed my order over a month ago and it still hasn't shipped. Customer service claims it was due to inclement weather across the US and Covid however how can those affect something that hasn't shipped yet?! I'm convinced any positive reviews posted here are paid individuals. I will be disputing the charges with my bank.

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Reviewed Feb. 15, 2021

Placed an order on the 1st Feb and was told at that time it was 5-10 days to process orders. It has now been 15 days and DreamCloud have still given me no indication as to when they will complete and ship my order. This company sends you 5 marketing emails per week, yet from my experience they cannot fill their existing orders and cannot even give you any kind of indication on when you can expect your mattress. Go through a mattress company that can actually send you a mattress when you order it. It doesn't matter if the mattress is any good if you have no idea when or if you will get it.

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Verified purchase

Reviewed Jan. 14, 2021

I purchased a mattress with 365 days to try/return. The mattress doesn't suit my needs, nearly fell off the soppy sides. Requested return. I was verbally told "you need to keep sleeping on it." I said it's not going to get magically firmer sides in 30 days. Below it says 'recommend' but in fact they will NOT return the $1000 mattress I will not sleep on. I have nowhere to store it. Shall I wear shoes arriving too small UNTIL MY FEET adapt? If you have not tried—DO NOT BUY: DreamCloud, AWARA, Bundle, Level Sleep.

Company representative's response: "I'm sorry to hear you're not loving your mattress! The 30 days of your trial is a critical time frame for your BODY TO GET USED TO YOUR NEW MATTRESS, and we recommend sleeping on your new for at least 30 consecutive nights to allow your body to properly adjust. You will be eligible to initiate a return for your mattress once you have had it for at least 30 days."

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Verified purchase

Reviewed Dec. 7, 2020

When I first read reviews of this mattress I made sure to check multiple sources, as I know the manufacturer site can often include only positive reviews. I felt confident with the reviews regarding the mattresses comfort and was all set to make the big purchase. Since it is such an investment, I was still skeptical and checked for more reviews. I found many negative reviews on ConsumerAffairs and Better Business Bureau. The negative reviews seemed to all have the same theme—shipping nightmare, mattresses not delivered for months and poor customer service. After reading many of these, I considered not going through with the purchase, but I noticed that these reviews were all around the start of the pandemic and the months following. In the end I decided to make the purchase.

I bought the mattress on a Saturday (11/28) and received the mattress less than a week later on Friday 12/4. I had expected it would take at least 2 weeks to hear any updates on shipping. The delivery exceeded my expectations as well as the quality of the mattress. It is incredibly comfortable and I no longer wake up in pain.

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Reviewed Oct. 2, 2020

I am at a complete lost for words, truly. On August 29th I decided that I wanted to replace my old mattress. I then called around to a couple mattress companies and talked to an agent with Dream Cloud mattress. My husband serves his country proudly and was due to come home towards the end of September 2020 (he is now home and safe). So it was VERY important that I get a mattress to my home before his return date.

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.

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Verified purchase

Reviewed Sept. 30, 2020

I don't recommend buying anything from this company. We made the mistake of doing just that, only reading reviews of this company AFTER purchasing. We made our purchase Sep 5 and the confirmation email said the shipment window was 7 - 14 business days. Nothing on the website mentioned how long the shipping would take. So we waited about 10 business days and started looking at reviews, because not only had the tracking not updated, we hadn't heard a single thing from them. After finding the reviews here, we hoped that our order wouldn't be like the rest but continued to wait until the end of the 14 business day shipping window.

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.

- A photo of the package’s tracking label.
- A photo of the package.

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.

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Verified purchase

Reviewed Sept. 25, 2020

I placed an order for a mattress on Sept. 7, 2020. The site and my order confirmation stated they were shipping within 7 to 14 days. Great, I was set to move into my apartment on Sept. 21. By Sept. 14, having received no update, I contacted Dreamcloud through the chat function. The rep assured me I would "see movement" on my order that week. Except I never saw movement--even past my delivery window. I had multiple contacts with Dreamcloud and was told they not only could not provide a ship date--but the time range kept changing.

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.

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Verified purchase

Reviewed Sept. 10, 2020

I contacted Dreamcloud in June 2020 to replace a vibrator on the adjustable bed frame. Now it is Sept 2020 and I am still waiting. I have spoke to Dreamcloud on 4 separate occasions with all conversations ending that my part will be shipped. I have been waiting going on 4 months for a warranty covered replacement part. There is no phone number to contact anyone that truly can help. I have all conversations with the Dreamcloud saved for documentation.

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Reviewed Sept. 5, 2020

I ordered a mattress on June 3, 2020. I waited patiently due to Covid but after a month reached out to customer service. The rep couldn’t tell me where my bed was and blamed it on the shipping department. Another month goes by and still no mattress. I email them and ask for my money back or I will report them to the BBB. They ask me to please wait a little longer because the warehouse my bed was being shipped from was shut down due to Covid. They refund me $35 and tell me my mattress will ship soon. I wait another 2 weeks. Still no bed. I email them again asking for a refund. They respond, "Please give us two more weeks. Please accept this $100 refund for the inconvenience."

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.

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Reviewed Sept. 3, 2020

The DreamCloud ended up being more like a nightmare with my experience ordering a mattress. I recently placed an order for a “dreamcloud mattress” and was given the ultimate run around when my money was directly deducted from my account without any problems. First and foremost the worst customer service experience when it came to securing the delivery address. I live in NY and my mattress was being delivered somewhere in Kentucky unbeknownst to me. Once I caught the error I immediately tried to contact the customer service department to rectify this error. The customer service rep assured me the address had been updated which it wasn’t.

After numerous phone calls and given the run around which wasted a lot of my personal time the mattress never got delivered. The website initially stated 7-10 business days for delivery and here we were days after the delivery date still debating my address. Nonetheless I was left with no mattress, no bed and I had trusted this company with my nightly comfort that I still do not have. Thank you but no thank you DreamCloud.

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Reviewed Sept. 2, 2020

I purchased a mattress including "white glove delivery." 3 days after the order placement I called customer service to get an order update. They advised me that due to Covid, they would not do the "white glove" but, instead just leave the mattress outside. In addition, the old mattress would not be removed (which is part of the service). I attempted to cancel. The rep told me that because they are a "start up company" they were not able to cancel the order (even though it isn't shipping for 10 days yet). Luis, the rep went on the explain that they do everything "manually" and that's why they can't cancel. My head is still spinning. Stay clear of these counterfeits.

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Reviewed Sept. 1, 2020

This company is absolutely a farce. I ordered a mattress over a month ago and although they keep saying it’s in the warehouse- there is no date to ship. They said at least 14 BUSINESS DAYS before they even think about shipping!!! So at least another month. And the customer service is useless.

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Reviewed Aug. 22, 2020

I'd love to be doing a review of the Dream Cloud Mattress I purchased on Aug 1st but I can't since I haven't received it yet. My wife wanted to buy a different brand from a local mattress store, I talked her out of it. We would have saved some money and would have been sleeping on it for the last 3 weeks already. Over the last couple weeks I tried to contact dream cloud's customer service since I paid but received no updates. I received nothing in return except canned responses and more sales emails to purchase. The only time I received a personal reply was when I told them I paid them a lot of money and deserve better. I finally received a message my mattress would be delivered on the 20th. I took half a day off, took my own mattress out and waited.

When bedtime rolled around I dragged my old mattress back up. After midnight I received a message the delivery was delayed until the 21st, today. Once again I took off and waited. Late in the afternoon I received a message once again, delivery delayed until the 24th. When I finally receive the mattress if it's as good as I originally anticipated I'll submit another review of the product, I doubt if it will change my opinion of their customer service, communication and their shipping partners. Thanks for allowing me to vent, Bob.

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Reviewed Aug. 20, 2020

I purchased a Dream Cloud mattress because of all the great reviews. I kind of thought it was odd that there were any negative reviews, but thought maybe this mattress is the one. I even went on the video reviews and it was rated good for heavier, side sleepers with a cooling feel. I was ecstatic to receive my new mattress. I ordered it on June 12, 2020 and received it a week later. My son came over with a friend and put it on the bed. It was too heavy for me to put on my bed. I noted a black stain on the left side but overlooked it, tried to use some wipes to get it out and than I noted a huge bulge on the same side. I waited a full day for it to expand. The bulge on the one side never really went away. The first three nights I thought I was sleeping on. A marshmallow, however, the side that had the side, felt less supportive. I figured maybe it needed time to fully expand.

A week later the sag got deeper and miles supportive. I tried to call customer service and I couldn’t reach them. Hours of staying on hold. I tried emailing them and never got a response. I was so fed up I calls Affirm financing, who wants proof I emailed them. I told them, I did the emails through Dreamcloud site and there is no proof or confirmation number.

Finally today two months after receiving the mattress I got through to Dreamcloud/Nectar. I spoke to Jason, he demanded pictures or the issue to start the filing process of the return. I said, "It’s a good thing. I just can’t stand the mattress and want to return it like you advertise." He continued to tell me he wants pictures. I told him I would provide them, but asked him to read the return policy and false advertising. He hung up on me. I wish I found these reviews, before I ordered from this company. I will call the Better Business Bureau, before they keep my money. On to A mattress Hunt, that I can try out in a store, before I buy.

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Reviewed Aug. 11, 2020

We have been waiting over two weeks for this mattress. We receive text messages saying it will be delivered today, and no delivery. Call and they say they are unable to cancel the of order. Will never order from this company again. We ordered a Nectar mattress and it arrived within a few days, excellent customer service, and it's a wonderful mattress. Very unhappy.

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