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Refunds from DreamCloud getting the run around 16 Jun 2021 09:18 #1

Hello,
I am getting the run around from DreamCloud; they said they approved my refund, they contacted a company to pick up my mattress will take 3-5 days; it is past that time, so I contacted them since I am not allowed to contact the company directly; now they tell me that I have to find a charity to give the mattress away, or take it to the dump and destroy it take pictures and I must get offical paper work from either the charity or the dump whereever I take it.
I live in MD, maybe things are different in CA, but no charity wants a mattress in the time of Covid; I have no time to keep researching this; I will have to pay someone to take it to the dump, I am not being reimbursed my the cost and in MD the dump does not provide receipts at least the assigned one based on my address.
I am so sick and fustrated, can anyone please let me know what I should do?

Thank you.
Joanne.

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Refunds from DreamCloud getting the run around 16 Jun 2021 15:56 #2

Hi Joanne,

Sorry to hear about the problems you're experiencing arranging a return with Dreamcloud. You're not alone, they're one of the Resident Home mattress companies which include Nectar, Awara, and Level Sleep and they have well documented problems with their customer service particularly after the sale. I'd suggest contacting them again making it clear that you have no way to transport the mattress, that you already spent a significant amount of time trying to find a charitable organization to arrange for a donation but there are currently none accepting them within your area, so that you need them to arrange for a pickup to complete the return which they have already approved.

I know this will take some more time but it's really your only choice if you want to get the refund that was promised you. If they fail to respond in a reasonable fashion you can consider publicizing the issue on their social media but realize you won't be the only one doing so. The other possibility would be to contact your credit card company to see if you can dispute the charge since they're failing to honor the return policy as promised, but it has to meet the bank's terms for a disputed charge. The company might choose to fight the dispute claiming the mattress was delivered and received...

I sincerely hope you get this resolved to your satisfaction,

- Bill

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