Complaint Review: Resident Home - Mountain View California

July 9, 2021

Lousy Customer Service  -  I have a major problem with this company. The parent company name is Resident Home. They manufacture mattresses under the names of Nectar, DreamCloud,  Awara,  Level Sleep,  Wovenly, and Bundle.  

On 7/3/21 after reading numerous reviews on multiple websites comparing different mattress brands I decided on a DreamCloud Premier from Resident Home. This was an online purchase made on the Internet.  I decided to purchase a DreamCloud Hybrid mattress for $1096.92. Now this is where the problems started.

I was informed that they didn't have the mattress and it was going to be 5 to 10 days before it would be shipped to them and another 3-4 days after it would be delivered to me by way of FED EX or UPS, and I would notified of a shipping date.

I had an old mattress (13 yrs. old) that was causing me back pain every day so this unknown shipping date was cause for concern for me. So I called their customer service dept. on 7/4/21, to inquire if there was anyway of getting a definite date that I could expect to receive it.

The customer service rep. told me that I might try checking with one of their retailers that carrying their merchandise and I might be able to get it thru them. So I contacted Sit & Sleep and I was told they had 100 of them in stocl and they could get a mattress sent out to me on 7/7/21.

So I placed the order with them on 7/4/21 and then called Resident Home to cancel the order I had placed the previous day on 7/3/21. So when I did cancel with them I was told I would get my refund with 3-5 days which didn't happen!

I have since found out today after doing some research and reading other complaints that their mattresses are made in China and that's where they have to come from. They had a case some years ago filed against them by the Federal govt. (FTC) stating they stated their mattresses were made in America which was a Lie!!

Now I have to engage in a series of phone calls - 5 total all week trying to get my money refunded which they refused to do. I then get a message on 7/8/21 from Fed EX stated that the mattress would be delivered on 7/14/21. This is in spite of the fact this the order was cancelled on 7/4/21. They have a major miscommunication issue going on with their warehouse.

I call them again on 7/8/21 and was told the mattress that was coming by way of FED Ex and would have to be re-routed in order for it to be returned to them before and I would get my money refunded. And this wouldn’t happen until 5-7 days after they receive it.

At this point I had enough of the games they were playing with me. I called them again this morning (7/9/21) and told them I was not going to wait  any longer and was going to call my bank and file a dispute and let them handle this situation from this point on. I then was told if I did that it would delay my refund further by several weeks.

I called my bank (Bank of America) this morning and opened a dispute!! Funny then I get a refund issued by the company within 15 minutes after my last phone call to them and my telling them I was calling my bank. This whole situation of trying to get my money refunded has been a horrible experience and one I wouldn't wish on anyone.

To date I have had the mattress only for 4 days and there haven't been any problems with. But I don’thave any back pain anymore. So I can’t give an objective review of the mattress at this point. It's just too soon!

But I would caution anyone reading all of the positive reviews that are shown on their website, don’t believe everything that you read because I'm sure there are numerous negative ones that they have removed.    These people offer Lousy Customer Service!