Useless Product. Worse Service.
I bought a Cloud Bedding Company Cloud Mattress Topper, based only on the information provided on their own website because there were no external reviews available anywhere online and there was nowhere I could see, touch or try the product. I phoned them before purchase to check that the topper was the best option for relieving pressure points - my primary reason for wanting a topper. I was really excited to get it because I’d been searching for a comfortable solution for months and it sounded just right. I understood that they were not offering a free trial period like most online mattress/topper purchases do, but the many claims on their website of softness and support and all the right materials and construction for optimal pressure point relief, along with the 5 star reviews on their own site convinced me that I couldn’t go wrong by buying one.
I was utterly disappointed when, right from the first time I lay on it, the topper gave no support, did nothing to relieve pressure points and in fact made the mattress LESS comfortable because the feathers compressed into lumps and compressed to a hard layer which in fact made pressure points worse. I felt so let down. I had really wanted this to live up to the hype and give me blissful sleep as promised. The only “positive” I can say is that it did wrap around my arms and legs a bit, providing a level of cosiness, but no support.
The company sent me an email asking me to provide a review so I used the link and wrote a review, telling of my utter disappointment. I only described my experience of their product and gave 1 star.
I received no response. Some time later I emailed, looking for a response.
Their response accused me of “defamation” (even though I’d only written a review - for their use -when they asked for it) and “incorrect statements” even though I only stated my own experience of the product.
With several more attempts to communicate I was ignored or received condescending, patronising replies which always ignored what I was actually saying and treated me as if I had set out to be unhappy with their product. They accused me of being “increasingly negative” when all they were giving were trite answers, from anonymous “quality control”.
By law, products are supposed to be “as advertised”, and in terms of materials and construction, these were, but they’re also supposed to be “as described” and the topper (and also the waterproof mattress protector which I also bought), were not “as described”. The topper was described as being supportive and holding the body “suspended”. The protector was described as “whisper quiet and soft” but it made noise and I could feel the plastic through a sheet and would never use it unless I were incontinent.
The company refused to give me a refund. (They offered for me to return at my cost so they could inspect it and, no doubt, declare that it met their manufacturing standards and send it back to me at my cost and then pretended to be “regretful” that I declined their offer. At no point were they “regretful” or sympathetic that I had found their topper uncomfortable.)
I’m writing this review to try to warn others who may be seeking pressure point relief, that this topper is probably not the answer. Apparently it is just right for many people, but if it’s not, you’ll be out of pocket by $540. If I had been able to find ANY external reviews before purchasing I would have read them all and, I imagine I would have found some like mine. I don’t know why there were none available.
I am publishing this review after more than a month of attempting to sell the Cloud Mattress Topper on three different sites online. I provided a link to The Cloud Bedding Co website so potential buyers could see the manufacturer details. I’ve reduced the price to less than half and said I’m open to offers. I’ve offered an obligation free look and reduced the asking price again. Although the ads have had several hundred views I have not had one single inquiry in five weeks!
This all makes me feel like their claims of thousands of happy customers are just made up. They refuse to be held to account but at least now there will be one honest review online.