DreamCloud Reviews

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.

Before I ordered this mattress on November 30th, I specifically called ahead DreamCloud and asked about when it would be delivered as this mattress was for someone in my home who was having surgery. I was assured that it would be here on the December 11th. It is December 9th, the mattress has still not shipped. I have called four times, each time given either false (ex. that there would be an investigation into my order, I would receive a call back the following day with updated information) or contradicting information (ex. the mattress is guaranteed to be shipped out this weekend (December 9- December 10th) & they do not ship things out on the weekend). When I asked for my issue to be escalated I was ignored. There is also no way to expedite shipping.

I was very very disappointed! BEWARE!!! You cannot talk to any supervisor or anyone in the U.S. I was told that they will try to get someone to call me back? My bed was too hard. Can't exchange! and can't get refund until 30 days unless you purchase another mattress, and then you have to wait till the old one is picked up and they must be sent pic of receipt pick-up before they refund. So I have to put another bed on my credit card first?? I'm going to try the memory foam bed and I really hope it's softer. If I didn't purchase this bed I wouldn't have a bed for weeks because they would have made me wait 30 days to return the HARD one. JUST BEWARE!!!

I ordered a mattress, frame, and headboard on 9/2/23. On 9/18/23 I chatted and called customer service because I had not been provided with any updates. Each time I chatted/called I was told it would take 24-48 hours for someone to provide me with an update. No one ever did. Not an email, a text, or a phone call. So I kept calling. One of the customer service representatives on 10/3/23 denied my request to speak to a supervisor stating they would not have any information to provide. I was also denied a request to cancel my order stating the issue was escalated and they needed another 24 hours.

The mattress is okay but not for the long wait. DreamCloud told me it would be 10 days to get my bed set up which was the foundation and a king size mattress. 5 weeks later I was still calling them to find out when my set up and delivery would take place. Finally we had a set up time for the morning on a Thursday. I scheduled with work to be in late as they promised I would be the first delivery that morning. Well, the day before they changed my time to the afternoon without checking with me. I called them back and explained I wouldn't be there. Then they told me they could deliver it in the morning a week later. That would be 6 weeks of me waiting for this mattress. Well they finally did show up with the mattress and set up the foundation but oh NO they brought a Queen size mattress instead of a King.

We ordered a Dreamcloud mattress. The ordering and delivery time went smoothly. We ordered based on all of the website information, including their statement that they provide free haul-away for the old mattress. However, that is a false statement. Their mattresses are delivered by FedEx -- no haul away care with FedEx.

Company contacted us again and a resolution was reached, very helpful customer service this final time around. Very stark difference to the treatment we were given before, but a welcome one for sure.

It was a lot more comfortable than my soon to be returned Dreamcloud mattress. Pass on this. It just a gimmick. Not a comfortable mattress. It arrived quick and set up was easy. The mattress itself is like a brick. My back was killing me until I moved to the floor. If you insist on trying this mattress hang on to your old one. You just might need it.

We have spent two years trying to resolve the problem of our Dream (!) Cluster mattress. Within a year, the peaks and valleys became apparent. I use wedges to keep from rolling out of bed. My wife no longer sleeps in this bed. I sleep on a futon in a guest bedroom. Horrible purchase, despite tons of research. SAVE your money... this is garbage.

Within 5 weeks mattress sunk in where I slept. I weigh 114 lbs. and petit. I called over a dozen times and they assured me that a supervisor would contact me by end of days or the "End of Time". No call back even when they promise. They change their return policy day to day. I even have Email proof and they say that doesn't matter. They asked for over 20 pictures of the mattress then ask for more of the same just to stall. I just want my money back. I hope they go Bankrupt.

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.

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!!!

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).

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.

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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 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 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 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.

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.

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."

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.

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.

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.

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.

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.

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.

I placed my order in July 25th and assumed it was going to be here on a reasonable amount of time. I have been in contact with your customer service and have received contradictory information. The first person told me that my mattress was going to be here on August 4. After that day went by and I tracked the package I contact CS again and was told that August 4 was the delivery date for the sheets and mattress cover that was shipped from a different warehouse. That didn't arrive either on August 4.

It is exactly like its name "Dream Cloud". I love it, could stay in bed all day. No more sleep problems. I wake up well rested, it's the best. I highly recommend. You will not regret you purchased it.

Dream Cloud really made my dreams lovely. The mattress have this warm feeling whenever you sleep on it, providing comfort and that welcome home vibe. Also the delivery was on time which made me proud that I choose to buy from them.

I purchased a Full mattress and AFTER I made the purchase, a message popped up that the delivery for the mattress may take up to 14 days. I had moved and didn't bring my old bed with me so I was a bit frustrated that wasn't advertised prior to the purchase but thought I would have surely have it within the two weeks. My biggest regret was not canceling the order! I am now 21 days without a mattress and keep getting the run around from the "email" customer service representative. The shipping status keeps changing and now it just says "pending". Their answer to me was to wait another week and then they will trace. I do not recommend purchasing from this company.

Very comfortable to sleep on. Firm yet still soft. Very good mattress for the price. I bought a Dream Cloud King size mattress about a year ago and been sleeping like a dream ever since. I would highly encourage this mattress to people who are in the market.

I purchased a mattress and foundation from this company nearly 6 weeks ago. I financed my $1600 purchase thru Affirm. My free pillows and towels arrived in a week. It took 4 weeks for my foundation to arrive and I have yet to receive my mattress. I have reached out to this company more than 7 times via email and received limited responses which took weeks to receive. First, DreamCloud blamed the pandemic for the delay. Next, they said with high demand they didn't have the product I purchased although it stated in stock on the website when I did. And lastly, they are blaming their shipping partner UPS for not picking up the shipments. You cannot call anyone at the company and it took me more than 5 weeks and several hours each time of waiting to do a live chat with a customer rep.

We received the mattress in great condition. The bedframe with headboard however had some damage. We requested a warranty replacement for the parts that were damaged and they were out of stock. We did receive them about 1.5 months later. They sent us an entire new headboard and frame set that was brand new and an upgraded or newer version than the one we had originally received. Very impressed with their help. Emailing customer support is a little bit slow, but they made up for the timing.

I have found the right mattress after years of too hard or too soft or not cool enough. Granted I have aged but now I have found a great mattress to sleep in. My woman also loves this mattress. Mailed to my home with a great price of 1100. Customer service is outstanding. Returned the other frame and received a beautiful frame on top of everything. Just outstanding product.

This is a very good quality mattress. The store manager at Best Mattress in Las Vegas was awesome, honest and was easy to work with. Great product, great quality, I would not hesitate to recommend and will definitely buy from this store and company again.

Excellent mattress. My back pain is better now. I paid for it monthly. No problems with it at all. I bought my mother one too. She loves it too. I can recommend it without any hesitation and would purchase it again.

Very comfortable, customer service very good. Product satisfied my need and just impeccable. I like how it feels and the way it adjust. When I turn just the feel of it, movement during sleep and turning.

First, I will say I do love the mattress. That’s where any positivity ends. I had issues with delivery, it happens, but they were 100% unhelpful. They do not respond to e-mail, you can connect via chat, but you literally sit in queue for hours!!! When I ordered my mattress I also ordered a protector. I received an e-mail saying it would be delayed 3-5 business days, TWO MONTHS AGO. I cannot reach anyone, no updates, just nothing. The mattress is real, so not a total scam, but their lack of service once they’ve got your money is atrocious. I would never buy from them again.

I purchased a Dream Cloud. Not even two days it came defective. Unable to reach customer service. Only by email. They make me take several pictures. Say they never call me back and made me send photos and tags and now refuses to help me... It’s sitting in my garage and refuse to pick it up. He will. Buyers stay away from dream cloud mattress. Also refuse to send me the finance people’s number So I can call them..Cloud mattress is there a bunch of frauds scammers working for that company. Need help. Seems like they're doing this to a lot people.

The unit was too hot. We asked to process a return from Dream Cloud and they delayed the response to state that the 365 night risk trial expired and would not honor the agreement. Even when I had a written email asking for the return prior to my 365 end date. Their customer service is the worst and the worst experience I had. I asked for White Glove delivery. They sent me FedEx and I had to carry the unit in up three flights of stairs. They only offered a cool pad cover that I had to pay for. Do not buy this mattress. Dream cloud uses tactics to avoid any returns. I went and purchased the 2nd option bed for which was a Casper bed.

Terrible customer service! I was charged for the product before it was even shipped only to then be delayed. Then it was hours that turned into days to get a hold of customer service. I called, emailed, and waited online. It was an absurd amount of time. The online wait, OMG! I was in line at (#1) forever, then constantly changed to (#3), how does that even happen?

Great ordering customer services. Horrible wait times!!!! Wait times over three hours and still on hold. I would like to know when my mattress is being shipped! Chat or phone is a long wait. Over 20 days and still no mattress.

Purchased this mattress because of all their good reviews on their website (5 star rating.) I found their real reviews on Consumer Affairs (1 star rating!) and tried to cancel the order the day I made it. They have no customer service phone line, their online chat doesn’t work, emailed them every day for a week with no response to cancel. They finally emailed me back a week later to say they already shipped the item. Which I still haven't received yet. They told me to take photos of the package and label when I received it and that they will create a rerun label and have someone pick it up. This order shouldn’t have been shipped in the first place. Worst customer service ever!

Ordered my mattress on 4/25/20. They drafted my account the same day and I did not receive the mattress until 5/7. Definitely not the 3-5 days. After the first night I wanted to return it but my husband convinced me to give it a little more time. I thought it did not address the major pressure points (Shoulders and hips). Seemed quite firm and unforgiving.

Working now to return a King DreamCloud. As a previous review states, been on hold for over three hours on three different attempts to get through. Emailed as well and very slow to respond to my first email. It's been three days since I responded to their vague follow up email with the information they requested and no response. Their return process is terrible and seemingly disorganized. The mattress isn't terrible, but definitely not firm enough for a side sleeper, especially a man over 200lbs. My wife is much lighter than me and it's too soft for her as well. I bought it with the assurance of their promises for return ease and access. Not happy at all.

My fiancé and I ordered a bed from them 2 weeks ago. Order number **. It arrived So tightly sealed in a box that the bed now has a permanent crease on ALL sides. It feels terrible. Like a water bed. When my 139lb fiancé lays down I feel every bit of my side go up in the air. I have been trying to contact these people for days, sending several emails and calling the 1-855-976-4860 That I keep finding written on everything. I am sitting on the phone right now..on hold having never spoken to anyone. There is an answering machine that picks up when you first call that says, “Welcome to the return line. Please hold.” It plays terrible music then leaves you on hold forever never picking up. I sat on the phone for an hour the other day while at work and no one picked up. I took screenshots and everything for proof.

I am giving 3 stars because their free items are only free if you like the mattress. I researched and read reviews on the dreamcloud. It says it is med/firm softness. Believe me it is NOT. I could tell upon opening the package that is was going to be very soft. If you like a soft mattress that you sink into, this is for you. If you sleep on your stomach it is not. They say it is for all sleepers but you will have the backache like never before if you sleep on your stomach. Also, they were giving free comforters with order. Well, I returned the mattress, which, went pretty smoothly, but, they are keeping $100 of my money for a comforter that was free and I never asked for.

In December 2019 on my way home from work I was hit head on by another driver, I was flown in critical condition, spent months in the hospital. I have a broken pelvis, hip, knees feet arm besides internal injuries. I did have a good memory foam mattress from Walmart but still woke up in pain. I ordered this mattress and couldn't wait for it to come, in the meantime I went on to the better business bureau and saw a lot of complaints, I became really stressed out and very worried!! Very concerned!! It came today and it is the most amazing thing. I am so happy that I ordered it and glad that I did not read those complaints first because if I had I probably would not have ordered it. It feels amazing!

We have 3 Dream Clouds. We have only had them for a few months but so far very comfortable. The first one we ordered prior to start of Covid and received very quickly as advertised but I must agree with other reviewers the box arrived VERY smashed. We then tried to order two more for our kids rooms first from Mattress Firm and they did not arrive in advertised time.

Company accepted returned mattress and refunded my money.

We were so excited to purchase this mattress as we read a lot of great reviews on the product. Too bad we've yet to try it. Can't very well use the mattress without the platform bed we ordered. A little history: we placed our order for a King Size Luxe Bundle (includes mattress, platform bed, mattress protector, and sheets) on May 9, 2020. We received our mattress on May 14, 2020 The estimated delivery for the platform bed and mattress protector was stated May 15, 2020. We received the mattress protector on May 18, 2020. When checking the status of the platform bed, it had changed to "Ready To Go". When checking on the status of the sheets it has consistently said, "Items are being packed". I wrote to Dream Cloud's customer service (as that is the only way to communicate-- they do not answer their phone or chat) asking where our items were. Dream Cloud responded with:

Ordered mattress on 4/24/2020. They have disconnected their phone number. Will keep you on hold chat for hours only to give the same excuse over and over again. They will not let me cancel because it's in processing. It has been in processing since 4/24/20! So basically they have taken $1300.00 from me and I have no mattress!! Horrible customer service is an understatement!!!!

No phone number. It is disconnected. They say 3-5 business days and free refunds. What they don't tell you is even if they can't find your order or if it isn't sent you cannot get a refund or even talk to a real person. I can't track my order after $1,302. DON'T DO IT. I ordered on 4/28 and they can't even find my order even though they took the money out.

We were not told of any delays yet we are still waiting after 2 weeks to even ship our bed. First they say 3-5 days and then the canned responses begin and they don't have a clue when an item will ship. If we could start over we would stay clear of this company.

One of the rare times in my life I was so appalled by the "customer service" of a company that I felt COMPELLED to warn potential customers. The mattress was NOT delivered in the 3-5 business days claimed, and when I called after over TWO WEEKS to ask when it would arrive, that it was delaying MOVING into an apartment (think about it, a bare mattress is the FIRST item needed to move into an empty apartment), I was finally ASSURED (I have the FULL TRANSCRIPT of the customer chat with their rep) that it would arrive "tomorrow" (I'd paid extra for "white glove" installation), and when, having waited the entire day and it did not arrive, of course the next day I queued up for their customer service chat again (be prepared to wait 1-2 hours MINIMUM), the NEW rep said (again, I have the FULL TRANSCRIPT of our conversation) that the prior rep should NOT have said that, that he had NO IDEA when it would ship.

This is literally the worst experience I've ever had purchasing anything in my life. They have no customer service phone number, the mattress is not as advertised, when using the chat function on the website it takes hours to get through to someone, and no one returns emails. My order has been "processing" for weeks, they can't cancel the order until it is delivered which is insane, and even when it is delivered they have to send me return labels for the product and then FedEx will have to come back to return it. The mattress is also not as advertised on their website which is profoundly unethical.

I just received my second Dream Cloud mattress. I love the one I received last year. This is not the SAME quality. The pillow top is not hand tufted, hence too soft. It is not as thick as the one I have. After reading opinions, separate from Dream Cloud ads, I see that there is an agreement that this mattress has changed design, firmness and quality. My problem, I have called, left messages, emailed, waited on the "chat", to no avail. I understand their return policy, they don't take the mattress back, the buyer needs to "donate" and show a receipt.

We were charged $149 for the delivery of a mattress pad. After several months mattress too soft and lumpy. Have been trying to contact customer service for hours. No answer of phone. No response to online chat. No response to email. I will be calling our local news station to see if they can help. DO NOT BUY THIS MATTRESS OR HAVE ANYTHING TO DO WITH THIS COMPANY.

The Dream Cloud mattress was the eighth mattress we'd purchased in 5 years. It looked promising and we hoped this would be the answer to our problems with mattresses. Saggy sides, foam compression, dips in the middle, loss of support, no restful sleep, all seemed to be common issues with several of the mattresses we tested.

This seems to be a well built mattress and we really wanted to like it, but after 5 months, both of our backs hurt every morning. My husband has several disc issues which is why we chose Dream Cloud. The quilted top has pretty deep grooves. So we went through the "return"/donation process, the mattress is gone, and it has been almost 30 days, still no refund. They have told me it's been processed twice now, it hasn't been. So now I'll have to try to dispute the charge with the credit card company and hope it's not too late. If there is any chance you might want to return this mattress, I don't recommend buying it in the first place.

The biggest reason to purchase from Dreamcloud or any of their affiliated brands would be their return promise. They promise to facilitate the return process from start to finish. Unfortunately, this is not how they really operate. We requested a return from them over a month ago. They responded by asking if we were sure we didn't want to keep the mattress, offering to replace the mattress, and offering us money off the mattress in return for losing the warranty. Each time we would say no, they would come back with another offer a few days later.

Mattress developed sink holes in just 3 months. The two young men I had hired to set up my DreamCloud mattress tore off the tags, so the DreamCloud folks continue to give me the run around, saying they must have a picture of the tags showing attached to the mattress. I sent them pictures of many angles to show the "sink holes" and they will are not honoring the warranty. It also takes forever, often weeks for them to respond to email or phone calls. Horrible support after the purchase. Fast to sell, nearly impossible to get them to provide answers or support. Sincerely, AJ in Dayton, Ohio.

I received 2 twin xl mattresses and one was 3 inches thinner than it's supposed to be and very uncomfortable. I emailed their Customer Service multiple time with no reply, and called multiple times, and tried to do a live chat and was on hold forever. Finally I reached them by phone and was advised that they would send me a replacement right away, and email me once it's been shipped. It's been 4 days and no reply, so I emailed them again and still no reply.

Adjustable frame delivered damaged, was almost impossible to contact anyone from DreamCloud, countless times on hold, they would not answer my emails. then 3 different reps told me 3 different procedures for returning the frame. I took pictures and did everything they told me to do. Was told I had to dispose of the frame and show proof it was disposed of. Finally got ahold of another rep who is arranging a pick up, hopefully this will happen and I get my credit. Very frustrating company to work with.

Ordered 2 mattresses. One never came, got credit for that one. Then there one smelled like it had been saturated with pesticides - not your typical gas-off. As instructed donated it. (After 3 weeks in my garage it still stunk the whole place up). It's been 4 months and STILL NO CREDIT for the one I donated, despite an email stating I would get it. If you do business, you WILL regret it!

The DreamCloud hybrid mattress is advertised as perfect for back and side sleepers. I am a back sleeper. After sleeping on this mattress for more than a month, I wake up every morning with a painful lower backache. The firmness is woefully inadequate. The DreamCloud by Resident company has not lived up to their claim of "If you’re not 100% satisfied, get a full refund." Since no one answers the phone, I initiated a return request seven days ago via the email address provided on the website.

After not even two months of sleeping on the DreamCloud mattress, the middle of the mattress starting having a deep indent. I have slept there alone and am of average weight and height. Getting help has been a nightmare. It's been two weeks and I have to continually follow up with them. The only reason for all their great reviews is because they ask for those within a month of purchasing it. At first it was great and I gave it a 5 star. But their customer service stinks.

DreamCloud's customer service is fantastic, and they do stand by their 365 night guarantee. I purchased a mattress from DreamCloud about 9 months ago, and sadly I discovered I needed a more firm mattress for my back. I purchased a new mattress and placed the DreamCloud one in my guestroom temporarily. I immediately came to this website to read the reviews about their refund policy, and to my dismay read customers bad experiences. I reached out to DreamCloud via phone, selected the callback feature and received a call in about 20 minutes from one of their management team members Kara. I was floored by the options she offered me to keep me as a customer.

We ordered our bed and the confirmation email said it would arrive in 5 days - it actually took three weeks!! I emailed the company twice in those three weeks thinking there was an issue with my order, only to receive an email a full week after my mattress had arrived stating "We aren't sure what the issue is -it appears your mattress has been delivered". Seriously? Then we requested a return two months into the one year trial. First they needed pictures, then they needed a picture at a better angle, then they offered me discounts on their other mattresses if I didn't return this one - all of these were 2-3 day gaps in communication after I responded immediately.

I tried to file my return in the 365+30 day window however they denied my return since I ordered before Feb of this year (before they added the 30-day window). This offer is front and center on their website with no clear caveats. I would have returned earlier if I did not think I had more time. This practice is dishonest and wanted to flag for other customers.

I bought a king size mattress and platform bed frame. The frame only lasted a couple months. Every weld on the center support rail snapped at the weld. I contacted DreamCloud 2 times in the last 9 days and still have not received any response. Needless to say their customer service is garbage. The mattress is ok.

I purchased the original DreamCloud in June of 2018 and I absolutely loved it. In September, I contacted DreamCloud regarding a warranty issue (sagging) and was offered a replacement because the mattress was under warranty. The website still touts the true tufted cashmere top and this was one of my determining factors when making my final decision in 2018.

I ordered a king size DreamCloud mattress 2 weeks ago and it was recently delivered. We set it up in our platform frame and immediately noticed the different top. The top actually looked flat and the material on top was loose and not tightly fitted like it is in the photos on their website. Once it was fully inflated, it measured at only 14.5 inches and not 15 inches. I am extremely disappointed as it turns out that they have drastically changed their mattress without any notification of the changes (as the previous reviewer noted).

Bought a mattress online. Took over a month to receive after being told 5 days. Paid for “white glove” service mattress frame - arrived broken. Still haven’t heard from company about replacement after I was asked does it work for me or do I need a replacement. “No I’ll keep the broken one lol“. Beware of this company. Once they get your money it’s all your problem. Very disappointing. Asked for a refund on white glove at least. Was told n possible.

Please let your subscribers know that Dreamcloud has changed their design and has not told anyone about it - nothing on their website nor photos, etc. This makes your review inaccurate. They have removed the tufting from the construction of their mattress. This came as a complete surprise to me (when I opened the mattress bag and laid it out on my support frame) and I was told that the design was changed due to "customer feedback", which I know is not the truth. I am 100% certain that this had to do with manufacturing costs and increased profits for DreamCloud and parent, Nectar.