Groupon/Clouds - Memory Foam Mattress

pierco

I bought the memory foam through Groupon and Clouds over 7 weeks ago. They do not reply to emails or answer their phones.

Has anyone actually received their mattress from these cowboys?

Or even got a number that they will answer?

Thanks

CyCaboose

Hi all,

I have to say i am disappointed in Groupon for yet again offering this deal again, when so many people have not received their product from past deals.

I ordered a Memory Foam Pillow, it was on the Groupon deal on 8th October, I used the voucher on the 10th October and paid the shipping fee... I got an order number (which had a suspicious looking number), and not a peep since. Over a month and nothing. They won't reply to my emails either.

What are my options here? Will Groupon refund me? and if so, what about the delivery cost i've already paid to Clouds Memory Foam - do you think I can do a chargeback on this. Or am I better off just waiting longer?

It will be the last time I buy anything off Groupon thats for sure. I can't believe they're still offering more deals for these scammers :mad:

Oryx

From reading threads like this and similar, I wouldnt touch groupon with a bargepole. It seems that for every good offer, theres one that goes bad, like this, and how do you tell?

Majesticzebras

Oryx wrote: »

From reading threads like this and similar, I wouldnt touch groupon with a bargepole. It seems that for every good offer, theres one that goes bad, like this, and how do you tell?

You would like to believe that GROUPON check the validity of the company before they post the offers....last time l will be caught! Are Clouds and GROUPON the same company?...............

Oryx

Majesticzebras wrote: »

You would like to believe that GROUPON check the validity of the company before they post the offers....last time l will be caught! Are Clouds and GROUPON the same company?...............

I dont think its even a question of the validity of a company. On the radio yesterday they reported about a legit cupcake business in the uk that used groupon and ended up with 8000 loss making orders that they struggled to fill. They said its almost put them out of business. So I guess what happens is too many companies get oversubscribed groupon offers, which they cannot cope with. Im not sure whose fault that would be, but it shows the system is flawed and they dont seem to be fixing it.

Majesticzebras

True oryx, but surely the company should only put forward the number of orders they can manage to cope with?

Well called GROUPON and explained the saga. Low and behold my pillows were sent to me this week!!!! No tracking order/date of postage/ guarantee...so asked for my money back.

It will take 10 working days, as they need a payback request from Clouds, due to the fact that they were posted :o:o

Will let you know if I shall sleep soundly.....:D

Toffee15

I sent a link of this page to Groupon as I am having extreme difficulty in getting through to them. Sent another email to Clouds today and got a failure notice which is not great. Also, see that they now go under the name of Silver Moon Living. I have threatened the legal route which I am more than happy to pursue.

Majesticzebras

Toffee15 wrote: »

I sent a link of this page to Groupon as I am having extreme difficulty in getting through to them. Sent another email to Clouds today and got a failure notice which is not great. Also, see that they now go under the name of Silver Moon Living. I have threatened the legal route which I am more than happy to pursue.

Did you try to call them? I'm not sure they look at emails - turning cynical here......I've just noticed that the Memory Foam Mattress offer has been bought by 92 suckers!!
Would love to warn them not to bother...

dudara

Majesticzebras wrote: »

True oryx, but surely the company should only put forward the number of orders they can manage to cope with?

Unfortunately that's not how it works. Companies actually really get a very hard sell from Groupon, and have very little control on how much money they get from the deal, or how many deals they will sell.

There have been several reports on the internet from businesses who suffered terribly from signing up to a Groupon deal. Read this post from the owner of a little cafe in the US to get more insight from the perspective of a small business.

Toffee15

I rang them twice and got though to woman called <SNIP>. On Friday she said her system was down and that she would ring me back on Monday and believe it or not I am still waiting.Tried today but to no avail. <SNIP> advised me that I can get a refund on the price of the mattress but not delivery.

coffee_cake

Majesticzebras wrote: »

Thanks bedzz,

Wish l read your post before ordering....

I was under the impression (illusion?) that GROUPON would investigate any offers they put on their site and to be fair, other offers I've purchased have been smooth transactions.

Just wonder if anyone has yet heard from GROUPON or Clouds? Thanks guys...

Considering i saw an ad up once for massages from a "mobile unit", I duno...

Majesticzebras

Toffee15 wrote: »

I rang them twice and got though to woman called <SNIP>. On Friday she said her system was down and that she would ring me back on Monday and believe it or not I am still waiting.Tried today but to no avail. <SNIP> advised me that I can get a refund on the price of the mattress but not delivery.

That's why the whole thing stinks!! What's to stop me advertising a 'deal' on GROUPON - charge delivery fee, don't send non-existant goods and take off with delivery costs......win!

redbiddy

I was going to buy tonight as the offer is on again. I did a bit of googling and found very similar posts on uk review sites re this company. I read enough to make me reconsider purchasing. from what I gathered from reading these sites, they do actually arrive, but have a very chemically smell, and not good quality. Alas I think the old adage ""you get what you pay for" seems to be true here, also many people seemed to have canceled the order within 7 working days and got refunds. If that's any good to anyone.

norris

If you paid the delivery charge through paypal should you get your money back?

kormak

Ohh dear! This is the thread I was dreading...
Bought 2 memory foam pillows from Citydeal/Groupon on Oct. 18th.
A week later I get a mail from Clouds Memory Foam saying "Due to high demand we're a bit behind schedule, bla bla"
... "We'll mail you within the week with an order number where you can track your purchase".

Off course a week passes and no more response. I try ringing them and mailing them and no reply or answer...

I then ring Groupon's customer service in London and am told to wait a few more days, that people are getting their products delivered to them. They also advise me that Clouds Memory Foam will contact me directly.

I then wait another week and no delivery. I ring back Groupon (getting a little bit irate at this stage ).
Groupon customer service advise me that my item has been disaptatched. Please allow 5-7 working days for Delivery.
This was last Wednesday week and guess what??? still no pillows arrive for my noggin!
On top of this, the same evening I get a more personalied email from Clouds Memory Foam advising again they are behind schedule due to unprecedented demand.
I question with them as well as Groupon... "Why?! are you still advertising products if you can't commit to an acceptable delivery period??!"

anyway... that's where I'm at. I'm gonna ring them today and demand my money back. I'm also going to report this to the Consumer Protection Agency and BBC watchdog.
Doubt I'll ever my shipping payment made direct to Clouds Memory.... COWBOYS TED! :mad:

kormak

Also, has anyone actually read this "official" statement?!

CloudsEmployee1
Dear Forum,

James from Clouds Memory Foam here. Apologies to have been away for a while, I will try and deal with the general concerns here. In terms of specific questions I don't have people's order numbers etc based on the above posts, so I will use the forum to address general concerns raised above. Individual questions should be sent either to james@cloudsmemoryfoam.com or to our customer services team on contact@cloudsmemoryfoam.com

1) Is this company a scam - no we are not a scam company. We have delivered about 20,000 mattresses, 100,000 pillows, 5,000 toppers, 15,000 duvets across Europe in the last 3 months alone.

2) We have ran some promotions on Groupon over the last few months that have meant a very large volume of sales. These higher volumes of sales result in delays in customer services replies, longer delivery times for some customers etc. Please understand that we do not take these issues lightly but please also understand that the excess volume that comes from Groupon promotions puts a strain on daily operations for any company. The great offers available mean a huge number of people buy all at once and this means that for the weeks immediately after a promotion there are delays on the customer services side. Please also understand that the few hundred posts on this forum amount to about 0.2% of the customer orders we have sent over the last few months. While we continue to strive to improve our customer services with the success of the promotions we run, there will always be some difficulties getting through on the phone lines and delays in email responses in the time immediately after a Groupon promotion. We apologise for this and will continue to try and improve the customer services from our side

3) We apologise for any late deliveries of products. Currently about 95% of products are delivered on time and 99% are delivered no more than 10 days late. Unfortunately 5% of 150,000 customers is a lot of people, and we are extremely sorry about this. Please be sure that we are doing everything possible to deliver all orders on time.

4) Silver Moon Bedding - This is not really relevant to the customers in this forum but in the USA there are several companies using brand names similar to Clouds. We have not yet launched in the USA and Canada but are looking at doing so. If we do we will do so under the brand Silver Moon bedding and the products will be produced locally as importing from the UK is expensive and time consuming. We are not rebranding a company with hundreds of thousands of customers due to a couple of hundred forum posts. The fact that the website Silver Moon was registered only 2 days ago is also irrelevant.

I will try and come back daily to reply to any new concerns. Please note, I will only address 1) General queries on the forum. If a customer would like an answer to their specific problem they can contact james@cloudsmemoryfoam.com. 2) New queries on the forum. Questions relating to delays on customer services and deliveries and whether the company is a scam have been answered above.

Kind regards,

James

russnaga

Hi everybody,
I just wanted to let everybody know that I had ordered 2 pillows on 10th October, received email on 27th October to say that delivery dispatched this week.....and nothing since. Tried to contact cloudsmemoryfoam loads of times but nothing.
Rang Groupon 2 weeks ago and they apologised and said they would write to company but to keep trying myself.
Called Groupon again this morning and asked for a refund, they had no problem with that. They apologised to me for what I had gone through. They assured me that clouds was not a scam and people are getting their deliveries but can understand my situation when my queries are met with silence. They said they will immediately refund my card and suggested I contact clouds saying I cancelled order and would now like a refund of my delivery fee of £10
I would suggest people contact Groupon for a refund as many people who did receive goods are saying they are very poor quality anyway.

kormak

russnaga wrote: »

Hi everybody,
I just wanted to let everybody know that I had ordered 2 pillows on 10th October, received email on 27th October to say that delivery dispatched this week.....and nothing since. Tried to contact cloudsmemoryfoam loads of times but nothing.
Rang Groupon 2 weeks ago and they apologised and said they would write to company but to keep trying myself.
Called Groupon again this morning and asked for a refund, they had no problem with that. They apologised to me for what I had gone through. They assured me that clouds was not a scam and people are getting their deliveries but can understand my situation when my queries are met with silence. They said they will immediately refund my card and suggested I contact clouds saying I cancelled order and would now like a refund of my delivery fee of £10
I would suggest people contact Groupon for a refund as many people who did receive goods are saying they are very poor quality anyway.

The very same plight as myself Russnaga... I plan to do the same today.
Some fun trying to get the £10 off this crowd when they seem to be oblivious to phone and email queries and complaints.
I'm quite certain I will never use Citydeal.ie again on the back of this.

bedzzz

Can someone post here is has actually received their delivery.
They can't deal with the volume but yet are taking more orders on Groupon.

Elmidena

Oh dear, this makes my heart sink reading all this....
I don't fall for scams, have a very rational mindset and "if something looks too good to be true, it usually is" opinion. I did lose glimmers of hope but now it's completely drowned.
The offer came about the week after I broke my tailbone, and I was thinking about getting a memory foam mattress to see would it help, and it seemed the fates were good to me for the offer to come out when I was about to shell out.

Now I feel such a chump =( Shall be ringing the sister (solicitor) and getting advice off her tomorrow as to what the best course of action is.

Did I mention I signed up to groupon specifically for this deal after hearing about it from sister? arsebiscuits!

Majesticzebras

Hi there....as followup, l emailed James@clouds (email from earlier post) and explained the whole sorry saga.

He emailed me back to say my refunds have been issued, apologized that it hadn't been done sooner etc.

Seemed reasonable enough......give it a try!

(GROUPON still tell me my order has been shipped!!!)

Compak

Oh for flip sake, not again, ordered the pillow mid October and yet to arrive.

And to think groupon allow them to do more specials and they havent even cleared the backlog ridiculous.

That reminds me still have not got that tooth whitening system either.

So to date I've used groupon five times and one deal worked out, two refunds so far with the pillow (not optimistic) and the tooth system (overdue also) still pending.

Bentley38

I Also used my coupon on 10th Oct. I got an email from Clouds to say they lost my coupon number and that they cannot send out my order without it. I emailed it on to them to they have not responded to this email or others i sent. Contacted a "<SNIP>" from Groupon deal who asked me to forward the email and had not contacted me since!! I also purchased a coupon for calendars and the quality of them was pretty poor so I will not be using Groupon deal again

daenis123

My friend subscribed to the same deal the last time it was on and her king size mattress arrived on time and is in good condition so far.

I have also bought some of the iPods and while they were late and arrived in different packaging, they were good value.

I may be tempting fate here but I've just ordered from groupon will order from clouds 2moro when the voucher is activated

McFiddler

Hi.

Unfortunately I'm suffering same fate as everybody else here. I tried calling Clouds Memory Foam after 6 weeks of having no contact since ordering. I began to get suspicious when there was no answer from any of the phone numbers provided on contact page of website. Also Contact Form is returning error upon submission. I've emailed them several times with no reply.
I contacted Groupon who have registered a missing orders report to the company. The girl said she knew they were behind their orders but if I hadn't heard anything in 7 working days to contact her again.
Has anyone gone the route of contacting any consumer authorities in the UK. There is one state agency called Consumer Direct.
http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Situationsthatcanchangeyourconsumerrights/DG_183048

I was really looking forward to receiving this product but I guess I'll be looking for refund. Can anyone else who actually did receive product comment on the quality?

frencia

:mad:ya i was caught again for groupon mattress- numerous phonecalls and emails not one reply- think there was a link already posted but whoever missed it should have a read

Slappin Da Bass

I wish I had of seen this before!! I purchased this a few days ago, got an email with the my code and told to redeem it on the merchants website tonight from 8pm onwards.. so far the code is coming up "coupon code not valid" WTF?

frencia

welcome to the club pal

harriet24

I did the same thing... bought the deal and then went online and voucher number wasn't valid...basically at that point i started to freak out. Contacted groupon by phone today and because it is within 7 days of purchase we can get a full refund. Though when i tried to call back to cancel I haven't been able to get through again. Groupon are a joke.

bedzzz

Got the pillow I ordered delivered today, 54 days after placing the order.

In my view this pillow is not what I had hoped to get. it is half the weight of the real memory foam pillow I have. No bounce back or anything like that. Also really bad chemical smell off the pillow, I won't be using it.

Seen better pillows on offer in Dunnes 2 for a €10.

Can't understand how they can get away with this.

matjay

Hi All

I am in the same boat as everyone else, I came across a forum and have an email of what seems to be a so called head honcho of clouds memory foam,

james@cloudsmemoryfoam.com

Also people on this forum are asking to send complaints to watchdog, see forum link,

http://www.hotukdeals.com/misc/clouds-memory-foam-mattress-groupon-976981?page=20

I have sent an email to this James fella, I will let you all know what his reply is. Very dissapointed in Groupon their customer service is just as bad !!!!!!!!!!!!!

If anyone wants to complain to watchdog the link is:

http://www.bbc.co.uk/watchdog/gotastory/

I have a feeling that IF or WHEN I get my pillows, (yes 2 pillows I am now waiting on 50 days later) I will be very upset with the product from what I have been reading :O(

I will post back if I hear anything.

J