I spent an interesting yet frustrating 32 minutes on the phone with an agent named Pearl, engaging in a deep conversation about some personal life issues, particularly centered around sleep. My wife and I had been struggling with our sleep quality, which often stemmed from the type of bed we were using. Pearl took the time to listen to our concerns and, after around 20 minutes of discussion regarding our sleeping habits and preferences, she dove into researching different types of beds. Ultimately, she recommended that we invest in the DreamCloud Premium Hybrid California King bed.
After a few days, our new bed arrived, and I must admit, it was undeniably comfortable at first glance. We slept well on it for the initial nights, feeling the difference compared to our previous mattress. However, during my preliminary discussions with Pearl, I had shared that my experience with many other beds in the past often involved a significant drawback: the lack of edge support. This issue became particularly evident when I sat on the side of the bed in the mornings to put my shoes on. Unfortunately, when I perched myself on the edge of the DreamCloud bed for the first time, I quickly realized that the sides had the same problem. I experienced a sinking feeling; despite the comfort it provided, I ended up sliding off due to the dip created by the edge.
This bed, which I purchased for the substantial price of $3,900, had seemed like an enticing investment, especially after receiving a generous 60% discount for Presidents' Day. However, my excitement soon turned into disappointment. A week later, I found myself calling the customer service line to explain the ongoing issues I was experiencing with the bed. Once again, I was connected to an agent, who, somewhat frustratingly, casually mentioned that I should have opted for a different model—the Premium Rest Hybrid. This model supposedly offered better support for individuals who sleep on their sides and backs, boasting enhanced edge support to boot.
I felt blindsided by this revelation. If the Premium Rest Hybrid was indeed the superior mattress for my needs, why was I not made aware of this when I initially made my purchase? The agent had no satisfactory answer, and it left me feeling unheard and undervalued as a customer. What transpired next did little to improve the situation. The company offered me the option to return my current bed in order to purchase the recommended one, but they would only extend to me a 50% discount on the new purchase. They refused to honor the original price of the bed at the 60% discount I had received during the Presidents' Day sale. I couldn't help but think, if the new bed has similar problems, would I end up in the same frustrating position again?
In a desperate attempt to resolve the situation, I took to emailing customer service – sending seven emails over three days – yearning for someone to respond regarding the return process and my desire to purchase the new bed. Regrettably, I received no replies to my inquiries.
As frustration continued to mount, I considered other options for a mattress. After thorough research, I've decided to visit Mattress Firm to explore the possibility of investing in either a Stearns and Foster Reserve or a Purple Rejuvenate Plus. Admittedly, these mattresses are considerably more expensive than the DreamCloud bed, yet I am convinced that the quality and durability they offer is exponentially better. One of my primary concerns is investing in a mattress with sufficient firmness and sturdiness on the edges to ensure that I won't experience the same sliding off complications.
Reflecting on my past experiences, I am reminded of the Sleep Number bed that my wife and I once owned, which came at a staggering price of $10,000. Despite the expense, my wife never found it to her liking, and we ultimately decided to give it to someone else who is now enjoying it immensely.
All of these considerations lead me to the solemn conclusion that I need to write a Google review for the company I dealt with. Interestingly, I noticed that there are thousands of reviews available online, yet I found it alarming that there was no avenue on their website to leave my own firsthand experience. Perhaps that is telling of the company's approach to customer service.
In light of everything I have encountered, I genuinely believe that this retail establishment is taking advantage of potential consumers. It is my desire to share my experience and make others aware of the underlying issues. I urge potential buyers to think carefully before assuming they are making a sound investment with this company. What may seem like a good deal could lead to a frustrating journey, similar to what I have endured.
When they sent the pickup team to pick up our bed, it was a husband, a wife, and an under age child doing the work The boy was not even legal age to have a W2 form.or W9 form

LOUSY CUSTOMER SERVICE - I have a major problem with this company. The parent company name is RESIDENT HOME. They manufacture mattresses under the names of Nectar, DreamCloud, Awara,
Level Sleep, Wovenly, and Bundle. On 7/3/21 after reading numerous reviews on multiple websites comparing different mattress brands I decided on a DreamCloud Premier from Resident Home. This was an online purchase made on the Internet. I decided to purchase a DreamCloud Hybrid mattress for $1096. 92. Now this is where the problems started.

I was informed that they didn't have the mattress and it was going to be 5 to 10 days before it would be shipped to them and another 3-4 days after it would be delivered to me by way of FED EX or UPS, and went on to say I would be notified of a shipping date. I had an old mattress (13 yrs. Old) that was causing me back pain every day so this unknown shipping date was cause for concern for me. So I called their customer service dept. on 7/4/21, to inquire if there was anyway of getting a definite date that I could expect to receive it. The customer service rep. Told me that I might try checking with one of their retailers that carrying their merchandise and I might be able to get it thru them. So I contacted Sit & Sleep and I was told they had 100 of them and they could get a mattress sent out to me on 7/7/21. So I placed the order with them on 7/4/21 and then called Resident Home to cancel the order I had placed the previous day on 7/3/21. So when I did cancel with them I was told I would get my refund with 3-5 days which didn't happen!

* I have since found out today after doing some research and reading other complaints that
their mattresses are made in China and that's where they have to come from. They had a
case some years ago filed against them by the Federal govt. (FTC) stating they stated their
mattresses were made in America which was a Lie!

Now I have to engage in a series of phone calls - 5 total all week trying to get my money refunded
Which they refuse to do. I then get a message on 7/8/21 from Fed EX stated that the mattress would be delivered on 7/14/21. This is in spite of the fact this the order was cancelled on 7/4/21.
They have a major miscommunication issue going on with their warehouse.

I call them again on 7/8/21 and was told the mattress that was coming by way of FED Ex and would have to be re-routed in order for it to be returned to them before and I would get my money refunded. And this wouldn't happen until 5-7 days after they receive it. At this point I had enough of the games they were playing with me. I called them again this morning (7/9/21) and told them I was not going to wait any longer and was going to call my bank and file a dispute and let them handle this situation from this point on. I then was told if I did that it would delay my refund further by several weeks.

I called my bank (Bank of America) this morning and opened a dispute!
Funny then I get a refund issued by the company within 15 minutes after my last phone call to them
And my warning them I was calling my bank. This whole situation of trying to get my money refunded has been a horrible experience and one I wouldn't wish on anyone.

To date I have had the mattress only for 4 days and there haven't been any problems with. But I don't
Have any back pain anymore. So I can't give an objective review of the mattress at this point. But I would caution anyone reading all of the positive reviews that are shown on their website, don't believe
Everything that you read because I'm sure there are numerous negative ones that they have removed.
These people offer Lousy Customer Service!