William C.

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.