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:06/15/2022

  Type:Billing 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 placed an order for a king size mattress several weeks ago and was charged on my credit card. I received merchandise I did not order or enter in agreement to pay for. After receiving this and their lack of response or resolution I decided to cancel my current order for the merchandise I never received and was never shipped or fulfilled. ********** is refusing to cancel my order and immediately issue my refund pending that I return the item I did not order or want. Under federal law afforded to me by the Federal Trade Commission I am not legally required to return items I did not order or receive and do not have to pay for those as they are considered unconditional gifts. This company is holding my funds without legal basis and refuse to provide my refund for cancelled order I did make. I am currently reporting a fraud case with my creditor and holding payment. Also filing with the *** and my states attorney general. Resolution would be a full and immediate refund of the orde they refuse to cancel. As well as ******** interest **** and ******* impact caused from fraudulently charging over ***** from my ********

  

  Business Response

  Date: 06/16/2022

  We are so sorry to hear that you received the wrong size mattress. We understand how frustrating that can be, One of our senior customer advocates has reached out to get you taken care of. Please let us know if there is anything else we can do to help.

  Customer Answer

  Date: 06/17/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept a full refund as a resolution. However I remain dissatisfied at the extent I had to go for this resolution.

• Initial Complaint

  Date:06/13/2022

  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.

  We purchased a mattress from ********** on ***** **** ***** In ******* of **** we filed a warranty claim with the company because the mattress was experiencing sagging and indentations and the company sent us a new mattress, but we were responsible for disposing of the mattress at our own cost. At this time we are ************ the same issue with the mattress, which makes it clear that this will continue to occur in ** month or so intervals. Rather than ****** another warranty claim, I would really prefer to move on to another vendor *********** we've tried two ********** from *********** and seemingly a third one would be given considering the current one is suffering from the same issues as the previous and current one. I feel that a reasonable response would be to compensate us for a fraction of the cost of the mattress, not only because it's clear this issue is likely to continue to happen, but also because we're left with disposing of the mattress every time a warranty claim is granted, which can and has cost upwards of $200 or more. I'm more than willing to provide ************ evidence that the mattress is experiencing issues again, but I feel it's ************ to expect a replacement every time this ******* particularly if it ******* us with disposing of the mattress which can be rather expensive.

  

  Business Response

  Date: 06/14/2022

  We are so sorry to see that you are still experiencing comfort issues with your mattress. We understand the inconvenience this has caused you and would love to take a look at the mattress so we can better understand what the issue is. One of our senior customer advocates has reached out to ask for some photos of the mattress. Please respond to them at your earliest convenience so we can get you taken care of as quickly as possible!

  Customer Answer

  Date: 06/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for reaching out.
  
  I have no issue providing what i'm being asked to provide, I've done it before, but I just want to understand what the goal is because as I mentioned in my previous exchange with a Dreamcloud representative, I'm not interested in another mattress and to be left with the existing mattress that I will have to pay to haul away. It's very clear, to me at least, that after two mattresses this issue will persist with another, similar mattress. Respectfully, I'm not very interested in doing this every 18 months and would prefer to not have to go through this whole process again if the outcome, this time, doesn't translate to some form of partial remuneration for the mattress and the disposal of it, past and present. Again, I really appreciate the way Dreamcloud has dealt with me in the past and now, but it's very clear that the product and I are not compatible.
  
  If you could please clarify what the expected outcome(s) could be, for my understanding, I would greatly appreciate it.

  

  Business Response

  Date: 06/15/2022

  We hate to see this is the experience you've had with your Dreamcloud mattress and even though we'd love to keep you as part of the family, our senior customer advocate has reached out to help you with the process of returning your mattress for a full refund. We hope you find your dream mattress soon!

  Customer Answer

  Date: 06/21/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  After providing proof of disposal of the mattress, i was issued a full refund for the original purchase of the mattress. I appreciate the response and the manner with which this was handled.
  
  Thank you.

• Initial Complaint

  Date:06/10/2022

  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 researched this for months before purchasing in February. We received the King Dreamcloud Mattress and promptly unboxed it and set it up in our spare room while waiting for the bed to arrive. ****** ********* is on a 3-5 months backorder. In the meantime, we were preparing for our son to come home from college and we were leaving the country on vacation for the month of May. May 8 my son comes home and we leave, but before we do, apparently my husband gets an email that our bed will be delivered while we are gone, so he releases the mattress from the plastic so it will all be ready when we return in June. We return in June barely, with myself recovering from Covid, having had to stay overseas longer until I was able to test negative per our CDC and jetlagged on top of it all, to see my brand new bed finally. My son had noticed an issue with the mattress after 48 hours and had taken pictures. Once we were home and were able to see the problem and took more pictures. I emailed everything but was mistakenly vague in my first email due to being upset and having everyone coming at me to tell them this and tell them that. My 1st email ended up with only 4 sentences. Incomplete but enough for some customer service clerk to talk about some 90 day violation misuse of product. What? How can you misuse a mattress sitting on a bed since the day it was delivered? I emailed again and used more thought now that I was rested and medicated. Then they ignored me. I waited 1 week and emailed again. I got the same initial response about the 90 day misuse of product. This is is ***** mattress purchased because of its reputation and warranty. It's not paid in full yet. It is also not usable. It causes lower back and hip pain. I have also called the local store that sells them and asked them how long their in store stock had been in the back room. I was told since xmas. What about the 90 days there? I have also not found any paperwork in the box for that rule.

  

  Business Response

  Date: 06/15/2022

  I am very sorry to hear about this misunderstanding and would like to thank you for the feedback you have provided about your experience. One of our senior customer advocates has reached out to you directly to assist you with your replacement. We appreciate your patience while we address your concerns and expect to have you taken care of as quickly as possible. Please reply directly to the email we have sent you so we can ensure this is the case. Thank you again for your patience and understanding.

  Customer Answer

  Date: 06/21/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  We accepted an exchange as that was all we wanted, for them to uphold their warranty. We received our new mattress within two days. We also verified that the new mattress is still under the lifetime warranty which it is. We set it up and let it inflate and it truly is a great mattress when you get one that is not defective. We were told that when we reported a problem with the mattress in our first email that more information should have been requested. They never should have just shut us down and voided our warranty without asking questions. It was unproffessional. *****, one the their "Senior Customer Service Reps" was very understanding. I had asked for this to be escalated in the first place. It shouldn't have had to come down to this. I am glad I had other avenues though to hold Dreamcloud accountable.

• Initial Complaint

  Date:05/30/2022

  Type:Customer Service 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.

  Last year around ******** **** I started doing research looking for a new mattress and was interested in trying a ****** mattress. Being nervous about trying something different I did a lot of research to find one that I thought would work. After finding ********** and realizing it was sold in a store near me, their *** day trial period they advertised all over their website helped me determine it could be a safe option and if I wasn't satisfied, I could return the product within a year and get my money back. After spending ****** on a king sized mattress I slept on it for about *** months and realized it was not going to work for me. The mattress was too stiff and not softening up at all. I tried to get a refund and send the mattress back and was informed that the *** day trial is only for ********* who buy directly off their site (which is stated NOWHERE!!) They told me it is up to the store where I bought it to refund me my money. (Even though the store didn't make the mattress OR claim to have a *** day trial ********** I bought this mattress ******* *** **** and have still had no luck almost 8 months later trying to get my money back. I thought this was a company who actually stood behind their product because of this "Trial Period" but I was wrong. I've had nothing but trouble and attitude from customer service, to include rude emails.

  

  Business Response

  Date: 06/01/2022

  I am sorry to hear you've been having trouble returning your mattress and would like to thank you for the feedback you have provided about your experience. One of our senior customer advocates has reached out to you directly to assist you with your return. I appreciate your patience while we look in to this further and expect to have you taken care of as soon as possible. Please reply directly to the email we have sent you so we can ensure this is the case. Thank you again for your patience while we work with you to get this resolved.

• Initial Complaint

  Date:05/25/2022

  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.

  We purchased the ****** King size Dream Cloud ******** on ********** We decided on this company because of its promise of a 365 Day trial and return for any reason with a full refund. Although the bed is nice it's also very uncomfortable and too firm. The mattress has caused the worse back, shoulder, and hip pain ever. When we contacted the company on **** to request a return, we were told to submit photos of the mattress, which we did, then the *** email us back and stated to submit pictures of the tags which are located underneath the mattress. We sent photos of the only tags on the mattress. However, we were told that they were the wrong tags. The return process has become frustrating, and we are getting nothing but the run around from the Dream Cloud **** We want the company to stand behind its return policy and pick up the mattress and give us a full refund including the cost of the extended warranty. Re: Return request D-XXXXXXXX

  

  Business Response

  Date: 05/25/2022

  We are so sorry for the frustration the return process caused you. Having the correct documentation is very important for our process. One of our senior customer advocates has processed your return for you and once the mattress has been picked up we will process the total refund. We hate that the Dreamcloud mattress didn't work out for you but we hope you find the mattress of your dreams!

• Initial Complaint

  Date:05/20/2022

  Type:Service or Repair 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 ordered a mattress from this company with a 365 day trial which arrived on 4/24/21. I paid $*******. Within the limits of the trial I complained the mattress was uncomfortable multiple times. I was told to do a weight assessment which is time consuming and useless considering I am experiencing discomfort. I told them I was not going to do that and please I want to return the mattress, also explaining I am unhappy even with the materials it is made of. I was then told my return was being initiated and to send pictures. I sent the pictures and received a return email saying that the pictures were received outside the window of the trial. The verbiage on the email that was sent to me saying they have initiated my return and offering me a different mattress led me to believe that in fact, my return WAS being initiated and I had more time to send the pictures. I have attached all email correspondence. There is a long record, months, of my complaining the mattress is uncomfortable. The reason I bought this bed was because this company claims the 365 trail is easy and if you don't like your mattress, you return it. That is obviously not that case and these people do not care about the quality of life for their customers. I haven't had a full night of rest in a year. Which is effecting my life. That alone should be enough for them to help me get this processed. Thank you for reviewing this matter.

  

  Business Response

  Date: 05/23/2022

  We are truly sorry for the discomfort you have experienced with your DreamCloud mattress and for your frustration with the return process. We appreciate you taking the time to leave feedback about your experience. One of our senior customer advocates has reached out to you directly to complete your return. At your earliest convenience, please reply to the email so we can get this taken care of as quickly as possible.

• Initial Complaint

  Date:05/15/2022

  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.

  Date purchased: ******** Order number: ********** I have been getting bounced around by ********** for over a month trying to process a refund. I sent them photos but they are continually asking for pictures of a tag that does not exist. When I asked for a diagram pointing out said tag - they stopped responding. I only had the mattress three to four months when the pain from sleeping on it became so much that I reached out. I began the refund process around ********** This product is covered by a lifetime warranty.

  

  Business Response

  Date: 05/17/2022

  We hate to hear that your experience with our return process has taken so long and left you feeling like you're not getting the resolution you deserve. We really appreciate you bringing this to our attention as feedback helps us streamline our return process for future customers. We can see that one of our senior customer advocates has reached out to you directly to assist you with your return. We appreciate your patience while we address your concerns and expect to have you taken care of as quickly as possible. Please reply directly to the email we have sent you so we can ensure this is the case. Thank you again for your patience and understanding while we work to assist you with your request.