Dream Cloud SleepReviews 13

I am writing about poor "White Glove Service" provided for a purchase of DreamCloud mattresses. The delivery team tracked dirt and mud all over our newly installed carpets and floors and then blamed us for "not preparing the house."

The beds I ordered were for a house we recently purchased in Aliso Viejo, CA. After purchasing the house, we replaced all of the carpet and flooring. The next order of business was to purchase beds.

Unfortunately, it was raining on the delivery day, and the workers failed to don protective booties or other covering. They immediately tracked dirt and mud through the downstairs, up the newly carpeted stairs and hallway and into the bedrooms. When the mess was pointed out, we were told that it was our fault for not "preparing the house" for a rainy day.

The workers then said that they would leave the beds downstairs and NOT deliver them to the rooms or set them up. We are seniors who cannot lug heavy frames and mattresses up the stairs so that was no solution. We ended up laying hefty bags on the carpet to prevent further damage.

A supervisor did call and let me know that the behavior of the workers was unacceptable -- both not being prepared with booties and threatening to not install the beds. Apparently, he spoke to them because they did then proceed to remove their boots and install the beds. However, the damage to the carpets and floors was already done.

Due to the damage, we requested a refund of our $395. That request was refused by DreamCloud with a statement that they do not refund for white glove service. The service was absolutely the opposite of "white glove," and we now have to go to the trouble and expense to have brand new carpets cleaned professionally.

After only three years, the mattress compressed to the point it was unusable. They refuse to cover the cost of disposal of the old mattress which is not an insignificant cost. Be aware you may end up shelling out hundreds more if you have to keep replacing the mattress over the 10 year warranty.

Please don't buy a mattress from this company. They already have a multiple law suits agains them for the fake information on their mattresses. Our king mattress was ruined with indentations by the 3rd month of owning it. They sent us a new mattress that was the cheaper version. Then sent us another one. All terrible and low quality. They make empty promises such as a company will come and pick up your old mattress, the wrong one they sent, nobody ever came and picked up the old mattress. When we call we wait on hold for over an hour. Customer service are rude and you can barely understand what they are saying. The last one they sent us didn't even expand.
This company is a joke, we have been dealing with them for 3 years now, don't be the next one that gets screwed like we did.

Litterly tried to bait an switch return of mattress. Told me I could keep mattress and theybwould give me 824 refund. The emailed me document to sign and it stated 175! If I would have signed document I would have given up my trial period! This company is shady, don't do business with them.

I ordered a mattress on 6/16/2023 and received in in about 5 days. I originally ordered the dream cloud regular mattress, and they immediately called me afterwards and upgraded me to the dream cloud premier for an extra discount... The mattress came in a crumpled hole filled box, and was very difficult to get out of the packaging. After a few hours of puff up the mattress seemed to be ok, but it took a few nights to fully inflate. The first time washing the sheets I noticed a snag on one side of the top that when pressed on quickly turned into a tear. I contracted the customer service department to try to get some warranty work and was disconnected 3 times while trying to return the mattress. I also got disconnected when I called the company as well. They actively try to block the return of your mattress at any point, and the customer service will do anything in its power to block your return.

Ordered their premiere hybrid. JUNK. Manufactured nearly 3 inches short of a "King" sized mattress. Had a production tag with a date showing it'd been sitting vacuum sealed in a box for over 4 months. No wonder it looked so terrible. NOT easy returns. Customer service does everything in their power to prevent you from returning. Unfortunately, like most mattress companies today, these folks are cons and scammers trying to push bad product out to consumers knowing that many won't have the time to deal with returning a large heavy mattress. Don't order from 'em.

The Dreamcloud experience has turned me off from buying a mattress online ever again. In fairness, I finally did get my money back but only after 4 phone calls, dealing with fake supervisors, and a well prepared script of trying to force a customer to keep their mattress. This all started with an ever delayed ship date. Reason why, the mattress is made in China, which Resident Home (parent company) has to settle a lawsuit about in 2022. This is where the scam starts.

First, thing customer support will say is a FedEx label has been created. They will continue to say there is nothing Dreamcloud can do because a label has been created and it is company policy. Ask for the tracking number and contact FedEx themselves. This was the key to cracking through the Dreamcloud customer service script. They will continue to literally tell a customer that you might be shipped a mattress and there is nothing they can do. Dreamcloud customer support threatened me five times with "sending their product" regardless if I wanted it. When I started the return, Dreamcloud through every excuse in the book why this return would not work or would be delayed. The final excuse Dreamcloud used was they needed the mattress returned in their warehouse to process the refund. Once I proved that the mattress never left the warehouse (because the mattress is made in China) I started to get the "please wait for my supervisor" messages. Only after sending copies of previous chat conversations that exposed their fraudulent behavior did a refund get started. Even at the end, they said it would take 10 days to get a refund. It took 30 minutes.

Please don't buy this mattress. If you wind up having to return the mattress, have the conversation over chat. Record every conversation, get tracking numbers, refuse any offer of reconciliation, and ask for a full refund. Send previous chat conversations, and fight through a well crafted script designed for the customer to give up. To get a FedEx tracking number, I had to call twice and stay on the phone an hour.

The sad part and when I knew I was in trouble is when Dreamcloud repeatedly threatened me with sending their product. Based on the reviews of other customers, it is starting to look like it is an actual punishment to receive this mattress.

The packing they send it in is a joke. Ours showed up with multiple puncture holes in the box and the plastic that wrapped the mattress. When i called, i was on the phone with them for over 2 hours, had to send pictures, then more pictures. Then they wanted me to open it up and try it first and to see how bad the punctures in the mattress were... I refused. They tried to tell me I had to do this, I said if I had seen the delivery driver when it was dropped off I would have refused. Now i have to wait for them to receive the mattress for the refund, But first I have to be here for the pickup... It was not a cheap purchase by any streach.The whole process took waaaay to long, (and it is not even over) I would never recommend anyone purchase one of these.

DreamCloud insists you sleep on their beds for a year to so you know the comfort of the bed year a round. On first page of their web page it clearly states Free delivery and Returns. After sleeping on the a combined nights of 45 days, this mattress is for a second residence, I requested a return. DreamCloud said they would NOT pick up my mattress for a return. They sent me a 4 pages of instructions for a return. From the time I ordered it and had gone to my second home to sleep on it for 45-days it was to late to dispute the charge on my CC, this is important because this is part of their refusal for a free return. DreamClouds know you cannot dispute the charge 90-day after the purchase. After following their 4-page of removing their mattress from my home, They still refused to refund my money. I had to write letters to every employees name I could find doing a search, I had to file a BBB complaint, I still pestered my CC marking weekly complaints. I made a formal complaint to the FTC, FCC and the OCC. In the end DreamCloud refused to honor their written policies. I had to pay $150.00 to have the heave hard mattress removed and disposed of. Once I did that it still took DreamCloud 9.5 months to refund my $1,906.94 back to me. NINE and a half MONTHS!
The bed is also rated by DreamCloud as having a firmness of 6.5, when I searched 3 party mattress ratings it was given a 7.5 to 8.
If you like sleeping on cement, you will like the firmness of this mattress.
Oh, the 2-free pillows and and sheets as part of my order NEVER arrived. It took 3 weeks for the mattress to arrive when it was promised in a week.
Crappy company that lies and steals from paying customers, does NOT honor what is written on their web page. Don't try to return it, you will lose you time and money getting DreamCloud to pick-up and return the mattress.

I ordered a mattress from them on Feb 7th. The website says they ship 3 to 5 days I've been waiting a month and a half and just got told another 2 weeks that will make it just about to months if they are telling the truth this time. I've went back and fourth with there customer service 4 times. It's like speaking to robots they say the same thing over and over just change the shipping date. I have not seen a single bad review for them about this problem so I decided to write one.