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Hence, we will NOT order another bed from Nectar or Dream Cloud.
UNPACKING NECTAR MATTRESS HOW TO
Very prompt with HOW to get rid of the bed, however now it's spotty at best with communication regarding the refund of almost a thousand dollars. This is not uncommon it seems when it comes to refunding the money. I sent another chat message and didn't receive an answer, again. A representative promptly researched the refund and said it would be completed within a couple of days. I finally resorted to Dream Cloud chat service via the customer service site. I can never get through on their 800 customer service number so I submitted endless emails. I submitted all the paperwork, found an organization to take the bed and was told that I would receive a full refund within 7 to 10 business days. This is where we totally lost confidence in this (Dream Cloud is their related company, FYI) company. Have to remove tags, submit the paperwork to them before the refund process can even begin. Really like that the company has you donate to a legit non-profit company so those in need can get a "new" bed, they are very thorough about this. As a customer you are an inconvenience to them even when the mistake is their own. I have never dealt with such poor customer service in my life. I asked for a supervisor after heated exchange. As if giving the mattress I actually bought were a huge favor to me. Instead because of the inconvenience they would exchange my mattress. Gina M told me it was just a mistake and sometimes those happen, but they would not give a full refund. Spoke with an agent and told I wanted a complete refund since I had to purchase another bed or sleep on the floor until they can figure the exchange out. I never received an email after I had to hang up and get back to class verifying the process was started. We call and ask for a full refund and are told our mattress is defective while I sat on hold waiting to start the refund process. At this point we are beyond frustrated and have no bed to sleep on.