DreamCloud

I purchased an Awara mattress which is sold by the same company that sells DreamCloud and Nectar, which is Resident Home LLC. Problem #1: My Awara mattress is advertised as natural and organic with a Plush Euro Top Cover made from 100% Organic Cotton and New Zealand Wool. This is not true. According to the legal tag on my mattress the cover is actually made from 80% Polyester and 20% Cotton. Polyester is not a natural or organic fiber. And my Plush Euro Top Cover is flat as a pancake. Problem #2: My Awara mattress measures 77 by 59 by 12 inches, not the queen dimensions of 80 by 60 by 13 inches stated on the legal tag and their web site. My mattress has never expanded to the Luxury 13" that is advertised on the Awara web site. After many phone calls and being told to wait for 72 hours for my mattress to fully expand, it is determined that I have a defective mattress and Awara is sending me a replacement. But the entire process has not been an easy one, with long wait times on hold, emails that never get responded to, and difficulty getting clear and honest answers. Example, I am still waiting for an answer to my questions and concerns about the Plush Organic Cotton Wool Euro top. Why is mine made from 80% polyester? Problem #3: As stated previously, you will experience long wait times on hold and no one will answer your emails. And your concerns will be passed on to a supervisor team or department that you will never hear back from. Problem #4: Their White Glove Delivery is NOT what it claims. The Awara web site states that for $149 you will get White Glove Delivery which includes set up of your new mattress and removal of your old mattress. This was not true for me. The delivery company initially refused to take away my old mattress on my first delivery, and are once again telling me that removal of my defective mattress has not been included with the delivery of my replacement mattress. Awara is NOT arranging for removal of your old mattress, when scheduling white glove delivery. And the wait time for your mattress to be delivered is not as advertised on Awara's web site. Awara states another 2-3 days for delivery if you choose white glove service. My first Awara mattress was ordered on 1/27 and delivered via Fed Ex to my city on 2/4. Pretty good. But then the delivery company that Awara has chosen takes over, and the delivery times and schedule offered to the customer is poor. The earliest date for delivery was Feb 17th. (Mattress sitting in delivery warehouse for 13 days.) And now my replacement has arrived on 3/3 but the earliest delivery window is 3/23. (20 days sitting in their delivery warehouse.) I would advise anyone who is considering purchasing a mattress from Awara, Nectar, or DreamCloud, by Resident Home LLC to save yourself precious time, frustration, and money and don't do it. I do not recommend the Awara mattress. And if you have purchased a mattress with this company and have received a poor product or poor service, please share a review or file a complaint with the Revdex.com or the FTC. I wish I would have gone to the Revdex.com and FTC web sites first, before making my purchase. I was duped and fooled by all the 5 star reviews and false claims on Awara's web site. I have learned my lesson and will never again make a purchase from a company I am not familiar with without first vetting them on the Revdex.com and FTC web sites. Huge mistake on my part. Buyer beware!

Currently on the phone with this god awful company. The mattress was actually amazing however the headboard and the bed frame are falsely advertised on their website. I specifically asked the "dream cloud expert" if this head board was big enough to sit up in and they said yes. Upon receiving the headboard I have found that no it is not big enough to barely even come up over the mattress. So I was not satisfied and called them resolve this dispute. They asked me to send in photos which I did on 01.31.2020. I purchased the mattress and headboard combo on 12.06.2020. Upon sending in the requested photos to the dreamcloud company I received no response. One month went by and then I decided to contact them and they said they were so sorry but they did not see the email that I sent them on 01.31.2020. They also stated that my pdf versions of the photos were not able to be opened because they did not have a "program" to open my photo. So now im on the phone with them and they stated be cause I resent them the photos on 03.06.2020 is outside of the 60 day trial period blaming this on me. Buyer be aware if you buy the mattress and or headboard you do not get a trial period. This is a lie and scam on their end.

This has been the worst purchase experience...I'm being forced to keep a product that I don't want nor have I slept on...for 30 days... After 30 days I have to donate bed to Goodwill or salvation army upon there permission...etc Until then it's just clutter. Being Forced to keeping product you don't want is unnecessary and bullying...if don't keep the product for at least 30 days Dreamcloud will not refund the finance company...so buyer Beware...the bed could be more problems than it's worth!

Do not ever buy from this company - unless you are good with FALSE promises.
I purchased a Nectar mattress which states "hassle free" returns up to 365 days.
I initiated the return process 2 weeks ago, and they basically do everything in their power
to disregard or delay the process. Their first response was that they would send me a
complimentary mattress topper to see if that would help. The mattress topper never arrived.
Then they ask for photos of the mattress and tags to prove it is no damaged, which I sent immediately.
Their reply was asking if I wanted to keep the mattress with a $150 off what I paid them for it.
I replied no and asked how to proceed with the return. NO REPLY after that.
I turned this over to my CC dispute department.
I cannot believe that this business is still operating- they should be ashamed!!!

The biggest reason to purchase from Dreamcloud or any of their affiliated brands would be their return promise. They promise to facilitate the return process from start to finish. Unfortunately, this is not how they really operate. We requested a return from them over a month ago. They responded by asking if we were sure we didn't want to keep the mattress, offering to replace the mattress, and offering us money off the mattress in return for losing the warranty. Each time we would say no, they would come back with another offer a few days later. When they realized we weren't going to keep the mattress, they started giving us tasks to do - research local charities, research local disposal services, find a local community member to take it, etc. Each time, there were requirements we would need to hit in order to qualify for the return. When we finally got another company to take the mattress, they told us they were issuing the refund. Only, we still haven't received it almost 3 weeks later and they're telling us they're experiencing delays. We're now disputing the charge, as we have little trust in this company.

Finally ready to leave a review. Held off for fear of any complications or retaliation with the return.

Here's the good: friendly folks when speaking with customer service reps. Helps that I didn't go in with a bad attitude (although warranted).

I bought my DC mattress in Sept 2019, decided it was too firm and wanted to return it on 1/4/2020. I'll spare all the details because what it boils down to is.....

1. Always call the customer service line to help speed things along.

2. Email gets you no where unless it's directly in response to documentation they requested. Even then, call them to make sure someone sees it.

3. It takes 2 months to return a mattress.

4. Be nice to them, they'll be nice to you.

5. If you purchased via Affirm financing, you still have to pay while they process your return (I knew this but I wasn't happy about paying for a mattress I didn't own anymore for 2 months).

6. If you financed and bought a mattress protector, you will be out $600 after you return. Mattress protectors are not returnable and you will have to pay the 'discount' and interest from loan. Regardless of what you think is fair.

This return caused financial harm on my end.

Do yourself a favor and buy from a local mattress store that can help you should problems arise. Lesson learned.

Fraudulent description of mattress. I?ve never been in more pain than I am while sleeping on their hybrid ?luxury firm? mattress. Contacted customer support and was told they wouldn?t do any refund for 30 days. Essentially forcing me to sleep in agony for 25 more days. I told them this was unacceptable, after sending photos and speaking for management for an hour they ?compromised ? and said they will start a refund process in a week. There is no reason for me to be in pain for another 7 days. I?ve slept on several different types of mattresses and dealt with hundreds of retail companies In my life and never have I had a company show such disregard for my health. The pain this mattress causes has effected my work and family life. The company needs to take responsibility for their product and resolve the issue faster than 19 days after delivery. This type of blatant disregard for a customer?s well-being is, quite frankly, unconscionable.

Avoid this company - their 'luxurious returns experience' is a complete fabrication.

The first king Dreamcloud I ordered in October never fully inflated and they replaced it per the warranty. About one month later, my second king Dreamcloud mattress developed a trough, very similar to the 10-year-old mattress it replaced. When I tried to initiate a return process -- something that the website says is simple - it wasn't simple at all.

It took several days and attempts to contact a 'return concierge' by email, phone, Facebook, Twitter and chat to get a response. I waited on hold for a total of 50 minutes for two phone calls and requested callbacks that never came. I did finally get through to someone and was told I had to research local charities to find one that will take my mattress as a donation. Then I have to send a receipt on letterhead with specific information. Unfortunately, none of the charities in my area took used mattresses.

My only option was to have the mattress picked up by a recycler in my area. They charge $75. But I received other complicated instructions from Dreamcloud about disposing of the bed, and was worried if I was unable to comply with all of them, I would not receive my refund of $1,300.

I contacted an online junk pickup service and was told by them that Dreamcloud and most of the other online bed companies will arrange this for the customer and foot the bill. When I requested this from Dreamcloud, they agreed immediately to pick it up - this was NOT offered before I asked.

They arranged the pickup and got the bed, and was told my refund would be issued within 10 business days (it took 11).

I'll never buy another bed online after this horrible experience. I bought an American-made Denver Mattress for about the same price and it's wonderful, more comfortable than the Dreamcloud and a much easier experience all around.

I would leave a zero if I could as well. Terrible customer service, CAN NOT get anyone on the phone. Hold times are absurd! Their return policy is to donate the mattress which is a complete hassle. I have no problem donating things, but I had to set up the pick-up and had to make sure the mattress was outside the day of the pick-up. I sent them all the required documentation to receive a refund and haven't received my refund...even though I did receive an email a month ago saying the refund was going to be processed. So I have no mattress and no refund. DO NOT BUY A DREAM CLOUD MATTRESS! Plus, I returned it because it wasn't all that comfortable, too firm.

These people don't get back to you. I can send them numerous emails in a day and they don't respond to any of them. Now I'm trying to contact them via their chat on their page and I have been "No. 1" in the queue for about 20 minutes now. I could leave a message as they suggest but I know there's no point because they don't get back to me. I was fortunate enough to find a ministry to donate the mattress to, but now the fun part is getting my money back. Avoid this company

This company is a possible fraudulent company. We paid in full on 12/12/19. We received notification that it would be arriving on 12/20- then 12/23- then 12/24- then 12/30 - when it changed to 12/31 I called the company. They said that it was changed from fedex to UPS- although UPS doesn?t have the mattress. I have spend hours now on hold - sent numerous emails and still no information on when we will be receiving.
I?m unable to even cancel the order to receive a refund as they do not answer the phone or reply to emails or messages.
Do NOT purchase from this company.

I have been trying to initiate a return for 4 weeks now. Quick to send original email with steps to start it but then beyond that no contact nothing. reading these reviews I dont know if we will get our money back or not. Had bed since July, its like sleeping on a rock.. we figured we would give it a solid test of sleeping on it before returning. Just too firm to sleep on, and its the heaviest mattress I ever have lifted.

Poor customer service, and poor product

I ordered my mattress on 12/2/19. Their website says ships within 3-5 business days. I understand the holidays could possibly hold things us a little but when I contacted them on 12/17 to say if they could not have my mattress to me by 12/24 I would like to cancel my order (got no response so had to call) they said I would receive it by 12/23. I said in that case I would keep my order. Then on 12/23 when I checked the Fed Ex tracking information (again no follow up email from DreamCloud) it said per the shipper the mattress was being sent back to the warehouse. I had to call again (which means hold times and a possible or possibly not, call back) and they told me they accidentally shipped the wrong size. I asked her to please cancel my order (on 12/23). I then ordered from another company.

They are now saying that they could not cancel my order even though it was still in warehouse. I cancelled (again formally after my 12/17 emailing saying to cancel) on 12/23 and they shipped it out on 12/24/19 and said they cannot turn it around back to them like they did when they shipped the wrong size. Why??

Now they want me to wait until I get it, take a picture of the fact that I got it, send it to them and they will then (I'm sure in their own sweet time if at all) send me a return label and I will have to coordinate for it to be picked up. Makes great financial sense for the company to ship a mattress from CA to FL that is just going to have to be shipped back doesn't it? Not to mention the huge inconvenience they have already caused us (sold our old mattress thinking we would actually receive the mattress by 12/23 like they had told us) but now they are inconveniencing me even more! Horrible customer service! I would NOT recommend using them.

One star for the customer service. Mattress itself wasn't that bad, but my husband couldn't sleep on it, too soft, gave him a backache. Dream Cloud offers a 365 night hassle free return policy which is anything but hassle free. After 6 - 8 weeks I initiated a return on November 2, 2019. I was told to donate (keep receipts), take pictures of tags, etc. I live in a small town and no one takes mattresses. Fortunately my new mattress company picked up and destroyed so I was able to take pictures of the truck and the employees loading and taking the dream cloud away. I took pictures of the tags being removed from it. I also had to have to new mattress company employees sign a paper etc. They were good sports and did all the above. I finally received my refund December 12th. WAY to many hoops to jump through to qualify for a "hassle free" return. Getting through on the phone was a time consuming process as well.

Another shipping problem: mattress was supposed to be delivered tomorrow. Someone from Dreamcloud (they don?t know who) called up FedEx and asked for the order to be returned to sender. I know the name because I called FedEx and got a name and case #. Called up Dreamcloud and all they said was ?I don?t know what happened, we?ll ship another one?. Nothing for the inconvenience. We?re going to be out of town when they?re trying to re-deliver. Crap customer experience, too many beds out there for this.

We have been trying to return our bed for 3 weeks now. They have done nothing but stall. Customer service phone line never answer the call and don?t return calls or emails.

Have been waiting for a refund (as promised all over their website) for over a week. No response from the company. Tried calling, emailing, chatting. This company is robbing people. The only reason I bought was for the promised 365 night guarantee.

I purchased a Dream Cloud mattress and wanted to like it. My husband and I gave it 6 months but we would wake up with lower back pain every morning so we decided to return the mattress. I called Dream Cloud the first time to talk about the situation and I actually got a person on the other end of the phone. I didn't know how rare it was to actually talk to someone until I needed to communicate again. The customer service rep was friendly and tried to exchange the mattress with one of their sister companies but I said no that we wanted to actually go to a store and test out mattresses this time. He told us he needed pictures which we sent. Then when that was approved , he told me that it was my job to find a charity to donate the mattress to. This sounds like a great thing but I live in Illinois and apparently, charities are not allowed to accept used mattresses. After being rejected by nine places and spending over 3 hours on the phone and internet, I called Dream Cloud. I was on hold and was told to leave my number and a representative would call me when it was my place in line. I called three minutes after they opened and I'm still waiting for a call back (two weeks later). I called again and the same thing happened. I finally decided to do an online chat and after waiting 20 minutes I did get someone to chat with. They approved the mattress company who was delivering my new mattress to take the Dream Cloud as long as it says it on the receipt. I sent them all the information last Friday and today is Tuesday and I haven't heard if they have processed anything. I have sent them two emails and crickets on their end. I am trying to do an online chat again but I have been waiting for two hours and can't get past 3 in the queue. Please be careful when buying from this company. Their customer service is terrible and I regret ever making a purchase with them. I am just hoping to get my money back. How can you trust a company that you can't even get into touch with?

Would leave a zero if available. No one answers phone after an hour on hold. Doesn't ship when they say. Poor customer service, and can't cancel before shipping.

Do not buy from this company! I purchased an adjustable frame a week and a half ago and have been given the complete runaround from the customer service team after day 3 when it was supposedly processed and ready for Fed Ex to pick up. You can't get anyone on the phone, you wait 45-60 minutes in the queue for chat only to be told that the order has been processed, Fed Ex has the order and they're just waiting for the Fed Ex tracking code to update once it's been delivered to the distribution center. That's a bold face lie. I've contacted to Fed Ex and they've said that the company created the ticket a week ago but have not yet released the order to Fed Ex. I continue to get the runaround from their customer service team on a daily basis and am now ready to request a refund of my order. I'm terrified to think of the nightmare THAT process will be but I want to alert everyone...BUYER BEWARE!!!