Dreamcloudsleep Arvostelua 54

Update: Once I contacted DreamCloud customer service, they were great. I had to send some photos to show that my mattress was undamaged, and they responded quickly with information for the pickup. I had a couple more questions, and they responded promptly each time.
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The mattress I received was supposed to be firm, but it collapses at the edges, so you have to stay in the middle. When they asked for a review on their website, and I gave this review, their reply was that their customer service would be in touch with me. Nothing. Nada. Zero. Empty promises.

ORDER # D-12630766
ORDER DATE: AUGUST 8, 2022
Order Summary



Shipping: $0.00
Discount: 600.00
Tax: $140.08
Total: $1838.08
Order Details
The DreamCloud Premier - Twin XL
Price: 1,299.00 999.00
Qty: 1
The DreamCloud Mattress - Twin XL
Price: 999.00 699.00
Qty: 1

note: these discounts are totally fake, these were twin mattresses for the already overinflated prices.

On Aug 8th I placed an order for 2 mattresses against my better judgement. The sales person was very convincing even after I told him 14” mattress would be too high for me. He told me to try them and that I could easily return them, before 365 days, which was the first lie.

After 1 week trying out the mattresses, I called them and asked to return them.
We are senior citizens and neither I nor my husband could get on the mattresses without help, they were, as originally thought, too high for us plus they caused my husband to start having back pain.

To my surprise, the rep told me I had to use them for 30 days before being allowed to return them.

I didn’t think that was true, so I called back on next day and was given the same information.

The agent told me she would give me a refund if I purchased the replacement mattresses from their partner, which offered even higher prices. Note I paid $1,000 for a twin XK already. SO BASICALLY. IF YOU PAY EVEN MORE, I WILL HELP YOU.

So I waited 30 days and marked my calendar to call them on 9/12. On this day I explained they were too high and gave my husband back pain, so the agent asked if I wanted to purchase an extra padding. WHAT? TO MAKE THE BEDS EVEN HIGHER? And also some crazy deal for $150 so my return would be voided? WHAT????
Finally, they initiated my returns and I had to painstakingly take pictures of all angles of the mattresses cause if they found any dirt or stain or irregularity, the return was voided. Keep that in mind because they may end up in your bedroom.

Days later I received an email stating 1 of the mattresses was going to be picked up. ONLY 1. HOW DUMB IS THAT? After calling again, several times and communicating with the pickup people, only 20 min prior to pick up, they authorized the return of both mattresses.

WHAT WERE THEY TRYING TO DO? ONLY REFUND ONE? MY ORDER SUMMARY ABOVE STATES 2 MATTRESSES, WHEN DID I SAY I ONLY WANTED TO RETURN 1?

Finally they were picked up on 9/20 on 9/21 I received the email below:

Your refund for order #D-12630766 has been processed to your original payment method for a total of $1081.41. We aim for first-in-class service and hope to serve you again in the future.

WHAT THE HECK!!! CAN THEY NOT DO MATH? THEIR ORIGINAL PLAN WAS FOR ONLY 1 MATTRESS TO BE PICKED UP, SINCE 2 WERE PICKED UP THEY DECIDED TO ONLY REFUND ONE ANYWAY? How incompetent.

I called AGAIN and asked for a supervisor, which the agent refused. Are they penalized for that? Are they afraid of their supervisors? I had to go through the story for the 6th time!!!!! How ridiculous is that?

After that call I received 2 emails:

I'm happy to report that your refund ($1,838.08) was processed on the 20th of September. FINALLY AFTER 6 WEEKS.

I don’t care if they split the order in 1, 2 or 10, I placed only 1 order for 2 mattresses and received confirmation of the same. End of story, paid for all, refund for all.

I consider this a NIGHTMARE. That’s why I titled the message, NIGHMARE WITH DREAM CLOUD, change of name would be appropriate because this was far from a dream.

I told them I needed the refund in order to purchase other mattresses but they don’t care. I ended up paying interest because I had to purchase mattresses we could easily get on and ones that would not cause back pain. Luckily for a fraction of the price. Waiting 40+ days was absurd, they just didn’t want to refund the money and sales promises a bunch of lies. They don’t care for their customers. End of story.

If they truly donate them to charities (I doubt it) I suggest we all purchase them and return them so at least the so called charities would benefit, but my guess is my mattresses probably ended up in someone else’s bedroom.

I purchased the king size bed which ended up being two twins… the beds themselves are very comfortable but the two separate beds are not practical. There is a big gap. I did call in and was sent a wedge to be place between the beds and a mattress pad (free of charge) It is a whole lot better but still not loving the gap. The bed frame is sturdy and it’s nice to be able to lift the head and the best thing ever is the bed vibrates and has USB plug-ins. Dreamcloud does offer a Emergency Service responder discount which is greatly appreciated.

Do not use this company.
I have been sent not 1 but 2 damaged bed frames.
When unhappy with the mattress I have been unable to initiate a return despite numerous requests and attempts to contact them.
Please save your money and spend elsewhere the mattress is no better than what you get from Ikea or any high street store and the returns policy is a lie.

Do not order if you actually need a mattress soon.
Ordered February 20th and as of March 27th there's still no sign of my mattress even shipping. They claim issues due to covid, which I would understand if they had been transparent about it from the beginning but their website STILL says delivery in 7-14 business days despite tons of people having the same problem.

If it doesn't ship soon I'll be cancelling for a full refund. Very disappointed.

Our bed frame came and we quickly saw that the middle beam was twisted. We tried setting it up to see if it would hold up the mattress and we found out almost immediately that it wouldn't.

We called dream cloud support the next day and requested a replacement piece. We sent pictures, talked to someone on the phone and they assured us it would be about 10 days. Over 2.5 weeks later the wrong piece came. We called them that day and took them through the same story. We sent more pictures, went back and forth by email and finally they said they would make it a priority. It has now been another 4 weeks and we still do not have the pieces. It is doing damage to our mattress and we are left with very little options. I am extremely disappointed in dreamcloud and will not be using them again.

Ordered my bed a month ago, have received nothing as of this writing. “Customer Service” sends canned, impersonal emails stating that my order is delayed, but with no hint as to when I will receive it. How dare Dreamcloud charge anyone for anything and then NOT fulfill the orders. I believe that’s called thievery. Even if this is the most comfortable bed in the world, this will forever be a two-star review. Treating customers well earns stars, and Dreamcloud simply does not value its customers.

This review is for the company and sadly not the mattress which has been cancelled with request for full refund. There was poor communication from the start, having to chase confirmation of order despite money being taken. The date for delivery did not happen, I had to haul my old mattress back in the house after the new one failed to show. I felt the communication was disorganised at best and dishonest at worse. The delivery date that I had in my email was different to the one given on the live chat. After several attempts to get clarity I was told that I had selected a date a month later, which is simply not true. I was then told the goods are not in the warehouse. I hope that the refund will happen within 3 to 5 working days but see from reviews that other people have waited months. This company lets down what seems to be a good product. Have wasted a days annual leave as Nhs worker on a wild goose chase. Maybe the current climate with COVID is not helping, but some honesty is all that is needed if they are unable to honour their agreement rather than lies and trying to imply the customer got it wrong. I’m now searching for a reliable provider for a mattress and wished I had read the reviews about the company, not the mattress. Very frustrating indeed

Unfortunately I can only provide a review for the order and delivery process since my mattress has still arrived! The site promised a 3-5 day delivery. I added the white glove service which they indicated would take an additional 2 days. Prior to the mattress shipping, I contacted them to cancel the white glove service because I didn't want to wait. My back pain is severe and I needed a new mattress asap. Received no response to emails or help ticket submission. Continued to call (you wait in excess of 1 hour on hold), email and submit ticket. Finally received an email saying that WGS was not refundable. By that time, the mattress had shipped. It's now been sitting in some warehouse in my city for 8 days. More endless calls on hold, numerous promises that the WGS will call me today...call me tomorrow...call me by end of day Monday. Still, nothing! Do not order from this company. Customer service and anything customer related is an absolute joke. I spent thousands of dollars (there were no delays in them taking my money) and I'm treated like crap. No thanks! Cancelling my order and calling the BBB. I'm also making it my mission to slam them on every social media site possible.

The customer service and shipping process is poor. Customer Service Reps do not have accurate information on shipment.

When I ordered the mattress I was told I would get 2 pillows and a sheet set. I asked if the pillows could be exchanged for king size pillows since I ordered a king size mattress? I was told that everything would ship together. I was also told they had a facility in CA.

After no update until I called them I found out that my mattress was being shipped all the way from Maryland by FedEx ground and I was only getting the mattress. I was on chat and asked them to cancel the order and to process a refund immediately or to send me a mattress from the CA facility. The person claimed to reroute the mattress and that I needed to wait until the received it to receive a refund which made no sense considering they took the money from my account right away.

I contacted their customer service line and was on the phone for an hour, I opted to have them call me back. When they called they were having issues. They called from a second line and I explained the issue and the customer service rep hung up and didn’t return my call.

This was the worst experience I’ve ever had at this point. The product can be great but it does nothing if the customer service is terrible.

Essentially zero customer service.

I would say zero but have received one email response but no additional communication. Will not answer phone or call back (option to leave your number). I did receive mattress but since it arrived stained we will not sleep on it. Have created a dispute with credit card company to get refunded. They offer a 365 day return but may as well be a thousand year if they will never answer phone to initiate the return process. Also curious as, prior to my review, there are two 1 star reviews wich somehow average to 3 stars?

I cannot comment on the mattress as I ended up canceling but I can comment on the customer service. The website says ships in 2 or 3 days. After the 4th day, I called. After a long wait I finally spoke with a representative who could not tell me when it will ship. When she pulled up my order she said the comment on the order said that shipping was delayed due to high volume. I had to call them...you would think they would contact me to let me know shipping would be delayed. I had read reviews on the mattress before I purchased, but did not review their customer service. After this phone call, I did. All has similar stories about delayed shipments and poor communication. Since I needed a mattress ASAP..as I was moving... I decide to cancel. I emailed and called the company to cancel. When I spoke to a representative she said the mattress was on the trailer and that she couldn't cancel. She told me to call her when I received a tracking number from Fed ex and then she would re-route the mattress back. How does a mattress get on a trailer with no tracking number!? After 4 days, I received an e-mail stating that the mattress is shipping with a tracking number. I called again and now told that they cannot cancel the shipment but I should refuse the mattress when it arrives. I asked her...what if I am not home? The representative stated that if the mattress is delivered, I should call and they will schedule a pick up. Like I want another box in my just moved into house! I asked her to call Fed ex and stop the shipment. She said she could not do that!? So I called Fed ex with the tracking number and they cancelled the delivery and will be sending back to the company. Seriously....this is not customer service! Which is the main reason I cancelled. What if I have a problem? I do not trust that issues would be taken care of correctly or in a timely manner. FYI I also called my bank and disputed the charge on my credit card which Dream Cloud had of course already processed. I don't trust them to credit me in any timely fashion. So...again, I cannot comment on the mattress but if you are looking for decent customer service....look elsewhere. PS: I ended up ordering a mattress from Saatva which has excellent customer service as they have kept me apprised of my order every step of the way.

Very disappointed. I cant really review the mattress because the adjustable base was never sent. They state a 2-3 day delivery but we are going on a month and still nothing. Support keeps saying it will ship next week but never does. I cant really comment on the mattress since i dont have anything to put it on!