Dreamcloudsleep レビュー 

BUYER BEWARE. DreamCloud may be a decent mattress for some. However, their 365-night trial warranty is a hoax. We purchased our mattress from an authorized DreamCloud supplier - a bricks and mortar store. When we decided that this mattress was not for us and attempted to get a return and refund from DreamCloud, they stalled us saying that the trial warranty is only for mattress bought online. However, NOTHING on their website supports this claim. Also, wouldn’t DreamCloud want to support its reputation by honoring its warranty? Apparently not.

This have been the worst experience from a product I have ever had. The dream cloud adjustable frame only worked for 1 hour then the it didn’t work. The customer service has been terrible. I’ve been trying to get a replacement for over 2 months now with no luck they just say that they will call me back to get a replacement but they never call back. I’ve called them at least 20 times to try to solve this issue with nothing to show for it. Pleas stay away from dream cloud or you will be scammed !!!

WORST MATTRESS BUYING EXPERIENCE EVER

ONCE THEY GET YOU MONEY YOU ARE DONE. THEY WILL DO AS THEY PLEASE AND EVERYTHING IS ON THEIR SCHEDULE.

HERES HOW THEY DO IT. YOU ORDER THE MATTRESS, THEY GET BACK TO YOU AND SAY ITS NOT IN STOCK AND THEY WILL UPGRADE YOU TO A BETTER MATTRESS. BUT WHAT IS ACTUALLY HAPPENING YOU ARE BEING STRUNG ALONG. NEXT THEY WILL CONTACT YOU AND SAY PART OF YOUR ORDER HAS SHIPPED AND THEY CAN NO LONGER OFFER THE UPDGRADE. AND IT GOES ON AND ON AND ON. THEY WILL CONTINUE TO LIE BE RUDE, NOT RETURN YOUR CALLS. IF YOU ASK FOR A SUPERVISOR THEY WILL SAY THEY WILL CALL BUT THEY DON'T. SO AFTER OVER A MONTH WE STILL DON'THAVE A COMPLETE BED AND THEY WERE RUDE ON EVERY CONTACT THEY CLEARLY PAY TO SUPPRESS ALL THE BAD REVIEWS STAY AWAY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

The sent me a defective mattress in September 2022. They sent a replacement in April 2023. This one too is faulty, however, when I complained about it today (December 2023) I was told it was beyond the trial period. Apparently, the trial period did not start over with the new mattress but continued from the first one. So I got 7 months to try it out instead of one year. They will do nothing to make this right and I am stuck with a mattress that bottoms out and leaves mne with numb hips and in pain every night

I paid $1300+ for. I purchased the premium most costly option with the guarantee of the 365 days warranty. As you can’t try this mattress in person I got it as my friend has one and I LOVED IT. When I got mine (WEEKS late), it did not feel the same at ALL. The quality felt inherently cheaper, the pillow top was not as thick, and the mattress felt really hard and uncomfortable. I gave it two weeks to fluff up and to give it a shot. I wrote dream cloud about this issue and their resolution was to send a CHEAP GREEN 1” FOAM TOPPER. I spent $1300 to sleep on a foam top I could have put on a $500 mattress. I paid extra for the pillow top and for a hybrid mattress not a foam topper. I felt written off, I tried this and it made it softer but this is not the product I signed up for. The foam topper wasn’t even dreamcloud foam it was a cheap no brand cut piece of random foam. I was ignored time and time again, and then asked to send a million photos of my mattress, after a long delay they said there was nothing they can do. I asked to even replace that mattress with another maybe it was a defect or quality issue. I was misaligned and had pain so bad in my body I was paying $285 for a chiropractic practitioner to adjust my body and alleviate the neck and spine pain the mattress was adding to. I bought expensive pillows for neck pain and thought that may help. I ended up throwing the foam topper away and spending $800 on a pillow top as I dreamcloud would not honor their policies and the support teams were dismissive and not hearing the needs of a customer in pain, to promote a product that is over $1000 as luxury and to deter any and all adhesion to company marketed policies it truly disappointing.

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.

Sharetown (return co.) confirmed they pickup a LOT of these DreamCloud mattresses! Ours feels like a rock. Zero pillow top comfort. Zero edge support and felt like we’d fall out of bed. Felt like camping on bare ground. Found no way to leave a review even after returning and logging in; how can this horrible product be reviewed so well? Bought 6 mattresses in last few years and this was the most expensive and worst of all. Do NOT recommend unless you want sleep deprivation and resulting health problems during 30-day trial before returning (of 365 day trial).

We ordered the 4th of July from Dreamcloud Canada because, among other things, their website showed they had the mattress in stock and they offered 2-7 businesses days timeframe for shipments. We needed the mattress as soon as possible and were monitoring closely the ETAs. The mattress was going to ship between 7th to 11th but on the 10th they change it to 10th to 14th because an alleged warehouse error with my address, the customer rep said. I asked again on the 12th, thinking they were going to honor the first dates because it was their error. The customer rep was very rude and kept saying they still were inside the 7 business days (6th in fact) and that was the important thing not the estimated shipping timeframe, so I should wait. The 14th comes along and the mattress is not shipped. I speak with them in the morning again and they say the shipping was delayed again and they can't guarantee it is going to be send that day. They assure me they were going to let me know the updates before the end of the day. Nobody contacted me and at the end of the business hours I contact them again to cancel the order. They say it is in pre-shipment to be shipped sometime this week (what?) and thus they can't cancel and give me my money. Is the 10th day they have my money and nothing is provided to me. I asked everything in writing because they have the bad habit of lying and not sending the chat transcript requested where they lie to me. I am waiting for my money back at this point, I will be disputing the charge with my bank if I don't have news tomorrow.

Purchased the premier rest. It is as hard as a rock. Causing me sleepless nights and body aches. The return policy is not what it seems. They make it hard to return and it is not a good mattress. I own a leesa and serta Icomfort and this mattress is garbage. DO NOT BUY!

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?