What Are The Dreamcloud Mattress Complaints?

DreamCloud Mattresses

DreamCloud has 3 mattresses: DreamCloud Original, DreamCloud Premier and DreamCloud Premier Rest. These mattresses have multiple layers and use high-quality materials like gel memory foam, innerspring coils and cashmere blend covers.

• DreamCloud Original: A medium-firm hybrid mattress with support and pressure relief for all sleeping positions.
• DreamCloud Premier: Upgraded with extra comfort layers for more softness and support.
• DreamCloud Premier Rest: The most luxurious with advanced cooling technology and targeted support.

The brand is targeting people who want luxury at an affordable price and want to give you a hotel mattress experience.

Brand Reputation

DreamCloud has built a reputation in the mattress industry. It promises customer satisfaction with a 365-night sleep trial and lifetime warranty. Its focus on quality and comfort has gained a large following. However, with its growing reputation, customer reviews are mixed, so we need to dig deeper into their products.

DreamCloud Complaints

According to the Better Business Bureau (BBB), DreamCloud has 467 complaints in the last 3 years. This is higher than the average complaints from other mattress brands in the same period. However, we need to consider DreamCloud’s popularity and market share, which might contribute to more customer feedback.

Complaint Breakdown

A closer look at the complaints filed reveals:

1. Product Issues (56%): The most common type of complaint is about the product itself. Many customers complained about mattress performance, sagging, lack of support, and discomfort.
2. Delivery Issues (26%): A significant number of complaints were about delivery. Customers were frustrated with late delivery, damaged products upon arrival, or difficulty in scheduling delivery times.
3. Advertising and Sales Issues (4%): Some customers complained about misleading advertising or sales practices. This includes confusion about promotions or discrepancies in the advertised features compared to the product.
4. Warranty Issues (4.5%): Complaints about warranty service were also noted. Customers had difficulty in claiming their warranty or were not satisfied with the outcome of their warranty claim.

Customer Service Response

DreamCloud’s customer service has responded to all complaints filed with the BBB. Every complaint received a personal response from a customer support agent, and over 100 complaints were resolved in the last year. Many customers were satisfied with the response, which means the company is committed to improving customer experience.

Common Product Issues

Here are some common complaints from DreamCloud mattress users:

1. Mattress Firmness and Comfort

One of the most common complaints about DreamCloud mattresses is about firmness. While the company claims it’s medium firm, many customers find it too firm or too soft for their taste. The mattress firmness is very subjective and depends on individual preference, body weight, and sleeping position. Some common complaints:

• Too Firm for Side Sleepers: Side sleepers prefer a mattress that contours and gives pressure relief around the shoulders and hips. Some side sleepers find the DreamCloud mattress too firm and experience discomfort and pressure points during the night.
• Not Soft Enough for Lighter Individuals: Lighter individuals (under 130 lbs) might find the mattress too firm because they don’t sink into the foam layers as much as heavier people do. As a result, the mattress doesn’t provide enough contouring and pressure relief for them.
• Too Soft for Stomach and Back Sleepers: Some stomach and back sleepers find the mattress too soft for their needs. These individuals need a firmer surface to maintain spinal alignment. A mattress that’s too soft will cause lower back pain due to a lack of support.

Overall, DreamCloud may appeal to many sleepers but not everyone. Personal preference plays a big role in mattress comfort; not all sleepers will like Dreamcloud’s medium-firm rating.

2. Off-Gassing Odors

Another common complaint about the DreamCloud mattress is the off-gassing odors after unboxing. Off-gassing is when volatile organic compounds (VOCs) are released from foam materials when the mattress is removed from the box. This is common in memory foam mattresses, including hybrids like DreamCloud.

Customers report a chemical smell that lasts for several days after unboxing the mattress. This can be a big drawback for those sensitive to odors or respiratory issues. While most off-gassing odors dissipate within a few days, some users complained that the smell takes longer to go away, and they had to air out the room or wait before sleeping on the mattress.

DreamCloud recommends letting the mattress fully expand and air out in a well-ventilated room for at least 24-72 hours before use to minimize this issue. However, off-gassing may be a concern for those who are highly sensitive to smells or looking for an immediate sleep solution.

3. Heat Retention and Lack of Cooling

Many memory foam mattresses suffer from heat retention, and DreamCloud is no exception. While the mattress has gel-infused memory foam and a breathable cashmere cover to help regulate temperature, some users still sleep hot.

This is a big concern for those who are hot sleepers or live in warm climates. Heat retention can disrupt sleep, causing restlessness and discomfort throughout the night. Some customers mentioned that despite DreamCloud’s cooling features, the mattress doesn’t provide the level of temperature regulation they expected.

Others have praised the mattress for its cooling. This is a testament to the variability of sleep experiences, where factors like bedroom temperature, bedding materials, and personal body heat come into play. For those who want a cool sleeping environment, DreamCloud may not be the best choice.

4. Sagging and Indentations Over Time

Premature sagging and body impressions are other common complaints among DreamCloud mattress users. While DreamCloud is designed with durable materials, including a supportive coil system, some customers have reported sagging or indentations after several months of use.

Sagging occurs when the mattress loses its shape and support, causing discomfort, especially in areas where the body applies the most pressure, like the hips and shoulders. This is more common in couples or heavier individuals who may experience dips in the mattress over time.

While sagging can affect the mattress’s longevity, it’s worth noting that DreamCloud has a lifetime warranty that covers sagging beyond 1.5 inches. However, some customers have complained about the warranty process, saying that proving sagging or getting a replacement is a long and complicated process.

Read Also: Mattress Sagging vs Body Impression

5. Edge Support

Edge support refers to how well a mattress holds up when pressure is applied to its sides. Strong edge support is important for couples who want to use the full surface of the mattress or for those who sit on the edge while getting in and out of bed.

While DreamCloud’s hybrid construction has a layer of supportive coils, some customers have complained about poor edge support. These users feel like they are “rolling off” the sides of the mattress when sleeping near the edge. Those who like to sit on the edge of their mattress (like when putting on shoes or getting ready for bed) may find that the sides of the DreamCloud mattress compress too much to their liking.

DreamCloud’s edge support is not as strong as that of other hybrid mattresses with perimeter coils or firmer side materials. This may be a con for those who need firm edge support.

6. Mattress Returns

DreamCloud has a 365-night sleep trial, one of the longest in the industry. This long trial period allows customers to try the mattress at home and return it if they are unsatisfied. However, some customers have complained about the return process.

Some customers have experienced delays in the return process, saying that customer service reps are not responsive or that it is hard to schedule a mattress pickup. Others have mentioned unexpected fees or issues with refunds, making an already bad experience worse.

The return process for mattresses is more complicated than for other products since they are large and bulky. Although DreamCloud claims to have a hassle-free return policy, some customers feel that the process is not as smooth as advertised.

7. Heavy and Hard to Move

The DreamCloud mattress is heavy due to its hybrid construction, which has memory foam layers and a thick coil system. For some customers, the mattress’s weight is a challenge when setting it up or moving it around the house.

Customers have mentioned it’s hard to carry the mattress to their desired location, especially if there are stairs involved. Rotating or adjusting the mattress is cumbersome due to its weight, which is a con for those who like to rearrange their bedroom or rotate the mattress regularly to prevent wear and tear.

While the mattress’s weight is good for durability and support, it’s a con for those wanting a lighter, more portable bed.

Read Also: Is The Dreamcloud Mattress Good For Heavy People?

8. Delivery and Shipping Issues

DreamCloud offers free shipping within the contiguous US, but some customers have reported problems with the delivery process. Here are some common complaints:

• Delayed Shipping: Some customers have experienced delays in receiving their mattresses even though DreamCloud advertises same-day or next-day delivery. These delays can be frustrating for customers who need to replace an old mattress or need the new mattress by a specific date.
• Damaged Products: Sometimes customers have received their DreamCloud mattress with visible damage or defects. This can happen during transit, and while DreamCloud usually replaces the mattress, the inconvenience can still be frustrating.
• Inaccurate Delivery Estimates: Some customers have reported that DreamCloud’s delivery estimates were not accurate, making it confusing to know when the mattress will actually arrive.

These delivery and shipping issues are not universal but are areas of concern for those who are considering buying a DreamCloud mattress.

9. Warranty and Customer Service Complaints

DreamCloud has a lifetime warranty on their mattresses, but some customers have been unhappy with their customer service and warranty policy. Here are some common complaints:

• Slow Response Time: Some customers have experienced long wait times when trying to contact DreamCloud’s customer service, especially when dealing with warranty claims or mattress returns.
• Complicated Warranty Process: Dreamcloud’s lifetime warranty covers sagging, but some customers found the process of filing a warranty claim to be more complicated than expected. Customers have complained about the difficulty of proving sagging or indentations, as the company requires photographic evidence and specific measurements before it honors the warranty.
• Unclear Warranty Coverage: A few customers have mentioned that they were not clear about what the warranty covers, especially when it comes to normal wear and tear or minor sagging. Some felt that the warranty terms were not as transparent as they should be.

While the lifetime warranty is a big plus for DreamCloud mattresses, these complaints suggest that their customer service and warranty process can be improved.

10. Compatibility with Adjustable Bases

Some customers have also experienced problems using the DreamCloud mattress with an adjustable base. Adjustable bed bases allow users to change the position of their mattress for added comfort, especially for those with medical conditions or those who like to sleep with their heads or feet elevated.

DreamCloud claims that its mattress is compatible with adjustable bases, but some users have reported that it doesn’t flex as well as they thought. This can cause discomfort or difficulty adjusting the mattress to the desired position.

Also, the mattress’s hybrid construction, with innerspring coils and multiple foam layers, may not be as flexible as all-foam mattresses designed for adjustable bases.

FAQs about Dreamcloud Mattress Complaints

What are the most common complaints about the DreamCloud mattress?

Common complaints include issues with firmness, such as some users finding the mattress too firm or too soft for their liking. Other frequent concerns are related to heat retention, where some sleepers report that the mattress does not sleep as cool as advertised. Additionally, durability issues are mentioned, particularly sagging after several months of use.

Do customers report issues with the return or warranty process?

Some customers have expressed frustration with the return process, particularly regarding communication delays or difficulties in obtaining a refund. Additionally, a few users have reported challenges when filing warranty claims, such as needing to provide extensive documentation or facing slow response times from customer service.

Read Also: What is DreamCloud Mattress Warranty

Is there any feedback about off-gassing or odor?

Some users have noted that the mattress has a strong initial odor when first unpacked, often referred to as off-gassing. While this is common with many foam mattresses, some customers reported that the smell took longer to dissipate than they expected. However, most found that the odor faded within a few days to a week.

Are there complaints about the mattress’s edge support?

A few customers have commented on the edge support of the DreamCloud mattress, stating that it feels less supportive when sitting or sleeping near the edges. This can make it challenging for couples who want to utilize the entire surface of the mattress without feeling like they might roll off.

Conclusion

DreamCloud mattresses are marketed as high-quality sleep solutions, but customer feedback shows several areas of concern. Common complaints are about product performance, delivery, and customer service. However, it’s important to note that many customers have also had positive experiences, so individual experiences may vary.

Knowing these common complaints will help you set your expectations. If you’re considering a DreamCloud mattress, research thoroughly, read reviews, and contact customer service before you buy. As with any big investment, making an informed decision is key to being happy with your new mattress.

Use the 365-night sleep trial to test the mattress thoroughly and make sure it’s what you expect before you commit long-term.