Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I urgently called ****** and DreamCloud about a system issue. I was promised a mattress protector, a sheet set, and a cooling pillow. As soon as I realized I didn't receive what was promised, I even requested my mattress to be returned for a refund. They assured me twice that they would open a case and resolve this for me as soon as possible. However, I have not heard back from anyone. Please, I need what was promised to me. Thank you. lee ****** *********************** ********** *******************

  

  Business Response

  Date: 03/27/2025

  Thank you for reaching out and sharing your feedback. The ******** ***** ****** is offered as a gift with purchase exclusively for orders placed directly through the DreamCloud website. This promotion is not available for purchases made on third-party websites such as ****** or through any of our authorized retailers. We apologize for any confusion regarding this offer and understand how expectations may have differed. A senior customer advocate has reached out to you to establish a direct line of communication for any additional questions or concerns you may have.

  Customer Answer

  Date: 04/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. This company was awesome and great. They made it right over a little misunderstanding. I love everything about dream cloud.

  
  Sincerely,
  
  *** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have not received product, keep contacting customer service via all outlets and get the runaround with no clear answers, spent entirely too much money to not have either my product or my money back. Finally talked to someone today that guaranteed I would have a refund, now company is saying they cannot give me a refund yet.

  

  Business Response

  Date: 03/25/2025

  We understand the importance of providing our customers with the most accurate shipping estimates possible and we are very sorry that we were not able to anticipate the delay that impacted your order. We appreciate you letting us know about your experience as we are working tirelessly to provide the best experience possible and we value every bit of feedback we receive. Our records indicate that your Dreamcloud order was refunded due to a shipment delay. We are sorry you did not get a chance to give the DreamCloud Premier Rest Hybrid a try and appreciate your patience while we worked to assist you with your request. If you have any questions or would like to replace the order. please reply directly to the email we have sent you so we can provide further assistance.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One year ago, I purchased this mattress, a bed frame with headboard, and the 10-year accidental rest coverage warranty. The latter was supposed to cover my mattress in case of any accidental damage to my mattress. Per the order, there were no additional terms, no footnotes, nothing that indicated that there were restrictions. On 11/5/24 (within my 365 trial period)- I contacted DreamCloud to tell them that I would like to discuss the warranty and file a claim. I had 3 issues but as soon as I said "stain" they said I had to file with an outside company. The outside company outright denied me. I chatted again with a different person who I was able to state a little more about my issues but (1) the coverage was automatically denied by a computer, and (2) my headboard has been an issue since I've bought it. No matter wherever you put pressure, there are issues with it. This leads to my third issue, which is that (3) almost immediately after buying the product there was a sagging where I sleep - the springs dig right into my hip and shoulders. It's horrible. I had a cheap IKEA mattress before and it was a lot better. Anyway... The representative on 11/5 said they would look into why I was denied, contact that company and get back to me right away. On 2/26/26 - I talked to a different representative who I asked for a status update and also told me that he'd provide me a status update but it's been 2 weeks and I've not heard a thing. The representatives, the care, and the support at this company have been so unhelpful and have not followed any of the published policies and rules - that's advertised as supposedly making your company stand above and beyond the others - it's frustrating. I would not have bought the additional "insurance" package nor would I have bought this mattress if I would have known that I'd have been so blatantly disregarded as a customer.

  

  Business Response

  Date: 03/18/2025

  We are sorry you are having issues with your mattress and bed frame. We work hand in hand with our warranty partner and try to make the process as straightforward as possible. One of our senior customer advocates has reached out to help get this resolved for you. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 03/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have sent a response to the senior representative who contact me via email and still have not received a response back from them.  They originally contacted me via phone, left a voicemail, but did not leave a callback number.  I don't know whether or not anything is being done in accordance with the warranty that I had purchased.  Additionally, when I originally submitted my claim, it was within the 365 day trial period and was not offered a chance to return.
  
  Sincerely,
  
  ******* ************

  

  Business Response

  Date: 03/31/2025

  We understand your frustration with the warranty process, and we truly do want to help. Our senior customer advocate has worked with you to ensure you get the best experience out of your mattress, and a new order for a replacement mattress has been placed. Please continue to work with the advocate who has reached out to ensure we get you taken care of quickly!

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried ordering a mattress online 2/17/25. Did not receive an order confirmation and received multiple emails saying the order was never processed and still in my cart. Re-ordered the mattress on 2/19/25. After reading multiple negative reviews about the trouble with the return/refund process and not being able to speak to a live person, I had decided that buying a mattress without testing it out first might not be worth the risk or hassle of returning it and decided to cancel my order. Within 3 hours of my purchase, I tried logging into my account, which took over three attempts, for unknown reasons (and no, not because I couldn't remember a password). I wasn't able to speak to anyone but only an online chat. The chat was disconnected more than once and reconnected with a new client service person. Later that day, the chat was followed up with an email and I was able to cancel my order. Phew. Or so I thought. They warned me that the mattress might be delivered, no problem. Not one, but TWO boxes were delivered (box boxes damaged) and charged to my credit card. I was told that I had to provide tracking to them to get the large boxes removed from my porch. I got emails saying their return policy suggests I keep the mattress for at least a 30-day trial period to determine if I want to keep it or not? NO!!! I tried to cancel my order within 3 hours of placing it, I don't want to haul anything of that size inside my house, I just want my money back! Finally, a week later, both boxes were picked up. One was refunded and I'm still waiting for a refund for the other refund. I had to contact my bank to dispute the initial charge from 2/17/2025, since I have no proof of purchase or order confirmation. I still have yet to speak with a person, and this has been such a complete waste of everyone's time and money! After reading the reviews, this is exactly what I was trying to avoid.

  

  Business Response

  Date: 03/08/2025

  Thank you for bringing this to our attention. We're sorry to hear about the experience with your order and that you opted not to give DreamCloud a try. We regret to hear about the issues you experienced with our website and for any frustration this may have caused. We see that the items were returned to us; however, when we attempted to refund one of the orders, we were alerted that we could not do so due to a chargeback on the transaction. When an open dispute is under review, we are prevented from issuing a refund until the dispute has been resolved. As soon as we see the dispute has been concluded with your payment processor, we can then proceed with finalizing your refund. Our records indicate that one of our senior customer advocates has reached out to you to establish a direct line of communication to ensure your refund is processed as soon as possible. If you have any questions, please reply directly to them so we can provide further assistance.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear, BBB I ordered a mattress scheduled for delivery on March 1, 2025 (Tracking Number: ************), but it has not arrived. I called your customer service and received no clear answers about its status, which is frustrating and unacceptable. Please investigate this immediately, explain the delay, and ensure prompt delivery or issue a full refund within 5 business days. I expect a response by March 7, 2025, at ********************* Thank you, ***** *********

  

  Business Response

  Date: 03/08/2025

  Hi ******

  
  We sincerely apologize for the delay in your mattress delivery and any frustration it caused. A Senior Customer Advocate has been in touch to assist with your issue, and we're glad the mattress has now been delivered. We appreciate your patience as we worked with the courier to resolve this. If you need any further assistance, please don’t hesitate to reach out.

  

  Business Response

  Date: 03/08/2025

  Hi ******

  
  We sincerely apologize for the delay in your mattress delivery and any frustration it caused. A Senior Customer Advocate has been in touch to assist with your issue, and we're glad the mattress has now been delivered. We appreciate your patience as we worked with the courier to resolve this. If you need any further assistance, please don’t hesitate to reach out.

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a split king mattress and adjustable frame in February 2024. In July 2024 one of the adjustable frames stopped working, the bed was stuck in the upright position and has not been usable for over 6 months. My fiancé and I have spent the last 6 months reaching out to both dream cloud and the bed frame manufacturer, we have countless emails and phone calls trying to resolve this issue and it seems all that dream cloud customer service has done is pass us around to try to get out of honoring their warranty. The bed has been unusable for a majority of the time we've had it, dream cloud has made us send pictures over and over again, at one point they passed us off all together and told us it was our responsibility to contact the manufacturer to get a replacement, which we did and still never got a response. Again the frame broke in July and it wasn't until last week that we finally received a replacement. It seems as though the only thing dream cloud customer service agents are trying to do is delay or try to get out of replacing this all together. The fact that we could not use our brand new bed for over 6 months is beyond ridiculous and at no point has dream cloud done anything to make up for this. As if this wasn't bad enough, we asked to return our mattress within the 365 day period because we are unhappy with the split and now the customer service team has stopped responding all together. I am so sick of dealing with this company and the lack of care they have in providing customer service.

  

  Business Response

  Date: 02/28/2025

  We're so sorry to hear that your frame hasn't lived up to our quality standards and for any frustration caused by our warranty process. For your bed frame, it would normally be up to the manufacturer to assist with warranty needs and we truly regret to hear that you haven't received the help you need. According to our records, a replacement frame has been delivered to you. A Senior Customer Advocate has also reached out to assist with your return request. Please respond to the email that has been sent so that we can assist you directly. Thank you for your continued patience as we work towards a resolution. 

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the mattress and headboard last February 2024. The middle support metal beam collapsed. The middle leg on right side fell off. Screws fell out. The frame was $500! Currently I am sporting the bedframe with two boxes and a weight! I am not overweight and sleep in the bed alone. It is simply consumer buying a defective product.

  

  Business Response

  Date: 02/25/2025

  We are sorry to hear that your bed frame was broken. We strive to provide our customers with the best quality possible so this is never an experience we want for any of our customers. One of our senior customer advocates has contacted you directly to help get you taken care of. Please respond to them directly to them to ensure we can do so at your earliest convenience. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress with DreamCloud 5/23/2021 in which it advertises 365 free try and lifetime warranty an excellent mattress in 1/26/2025 I call to request a replacement since this mattress has a hole or sinks the body that makes it very unconformable to sleep in. I sent the pictures of the mattress tag everything they asked, and they said that I will receive a new mattress on 2/2/2025. I received the replacement in which is not the same that I bought so I call, and they say that my mattress has a new version that is the same quality and just give them the 72 hours to full expansion of Mattress and it will be the same. I called again at 48 hours same response I call again at 72 hours and **** was helping me, but the call was disconnected. I call back a person start helping and again the call was disconnect by the 3 time ***** say that a request was summited and we need to wait he will call me back or email me back and that did not happen and I called back today 2.6.25 to be told that the only thing they can do is give me a $40 discount on top of their sell for me to buy their top mattress now. So, I have to keep this mattress that is a lower quality entry level Mattress or spend more money purchasing a new mattress and they do not live to what they say and do very false advertisement. I want my top mattress that I paid for and is comparable to what I purchased. If they can't deliver as they should than they should give me my money that I spent so that I can purchase a quality mattress elsewhere. They advertise a guarantee that they are not delivering to customer and do false advertisement. Not the way to do business.

  

  Business Response

  Date: 02/15/2025

  We sincerely apologize for any frustration caused by the warranty replacement you've received. According to our records, you were sent out the newest version of the original mattress that you purchased and it is correct that there have been some changes made to it since the time of your original purchase. We understand that these changes haven't lived up to your expectations and a senior customer advocate has been in touch to provide a solution. Thank you for your patience as we've work towards a resolution together. If there's anything else we can assist with, please don't hesitate to reach out to us directly.

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered DreamCloud medium hybrid mattress plus sheets, pillows, mattress cover. The mattress is not the quality expected - disappointed in quality and sleep comfort. Does not sleep like other medium hybrid mattresses I have slept on. Supposedly they have a 365 night trial period. --ordered 11/29/24 --delivered. 12/7/24 --emailed. 12/7/24 - out of box, zippered mattress cover separated when used handles to put mattress onto frame. Received response from company to send pics, etc. --called customer service number -- asked about returning mattress as very dissatisfied after a week of trying to sleep on it. Not the quality and sleep experience expected from a 'highly rated' mattress. Got a scripted response... told me to wait 30 days and to read the policy. Then call back after 1/7/25. I could not express my dissatisfaction and get any direct response. It was also difficult to understand the person I was speaking with. NO success getting a return started. Have disputed the charge on my credit card as well since I am getting no straight answers/solutions. Reaching out to BBB to get assistance with a full refund for the mattress and free shipping return of the mattress by the company. I am not trying to keep it by any means. I understand the sheets, mattress cover, and pillows have been used and are not things to return/refund. Their special sales prices are listed as well below. The quality of the sheets and mattress cover is poor as well. DreamCloud Premier Hybrid mattress Quantity: 1. $849.00 Mattress Protector Size: Queen Quantity: 1. $39.00 Sheet Set Size: Queen Quantity: 1 $40.00 Cooling Pillow Size: Standard Quantity: 2 $70.00

  

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the experience you’ve had with your purchase, and we're sorry that the mattress and sleep bundle did not work for you. We also regret the issue with the zippered cover tearing and appreciate you bringing this to our attention. We strive to provide high-quality products backed by excellent customer service, and we regret to hear that we did not meet your expectations. Your feedback is valuable, and we’re committed to providing the best overall customer experience. Our records indicate that a return and refund have been processed. We appreciate your patience while we worked to process your request.

  Customer Answer

  Date: 02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my mattress and upon opening it had a massive black substance and stain on it. The mattress was vacuum sealed and wrapped in about 10 layers of plastic wrap, so I know this is without a doubt a manufacturer issue. It seems to me that someone likely returned this mattress or had already used it and Dream Cloud sent me a mattress that had already been used or returned by another customer. I called their customer service line and they said "the best" they could do was offer me $70 dollars towards the cost of the mattress. I paid $1200 dollars for this mattress. That amount to "resolve" and issue is honestly offensive. I don't know what this substance is. It's sticky and black and smells like oil or some sort of chemical. And it's on my mattress... that I'm supposed to sleep on... They will not offer me a full refund which is so absurd. Would you all rather I contract some sort of rash or issue from this substance and then have an attorney sue you for my medical expenses or just refund the $1200 for clearly giving me a used mattress... it's a very simple request and I'm disgusted by this company. You all offer 365 mattress returns and then ship those used mattresses out to customers saying they are "new." Lawsuit material without a doubt. Someone needs to resolve this issue, but I'm reporting so that everyone possible knows that this company is a scam.

  

  Business Response

  Date: 02/12/2025

  We appreciate your feedback regarding the return process and want to assure you that we take these matters seriously. Rest assured, our company does not sell used mattresses to our customers. We are fully committed to prioritizing the health, safety, and comfort of everyone we serve. A Senior Customer Advocate has been in contact with you with a solution. We appreciate your patience as we've worked to resolve this. If there is anything else we can help you with, please don't hesitate to reach out to us directly!