Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered: 05/30/2025
  Delivery scheduled: 07/01/2025
  NEVER DELIVERED/WHERE IS MY ORDER
  
  I ordered a Purple Premium Smart base, Mattress protector, 2 pillows,sheets, chair cushion, and the RejuvenatePlus® Mattress totalling $8,896.01 after tax back on 05/30/2025. I was scheduled for delivery on 07/01/2025. My window was 4-8pm. The truck never came and at 6:24pm the tracking was showing delivered. I tried contacting the delivery company and they were closed, so I left a message. I called purple around 730pm and closed. I spoke with a chat agent who had me create a ticket. They told me someone would reach out to me. I called and left another message with the delivery on 07/02/2025 and still nothing. I have since called purple customer service every business day totalling 4 times and no one has reached out to me and they have no answers.
  
  The purple support keep telling me that someone who is a customer service manager, Heather, is the only one who handles the rejuvenate line and she would reach out. She has not. She was on vacation. How does a company projected to do around 465 million in revenue this year operate with only one person who can help. We are 6 days later and I know nothing. Where is my mattress? Am I getting a new one? What is the resolution?

  

  Business Response

  Date: 07/15/2025

  Purple has responded to this customer and is in the process of working through a resolution. 
  

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This mattress was purchased for a Vietnam Veteran who is an amputee due to the manufacture claim that it did not hold heat and was cooling. After purchasing he utilized for some time however developed a bed sore. After taking him to the doctors he was treated and an immediate request for a cool pressure relief mattress was order via the VA. The return was commenced on May 24, 2025 via purple customer service and explained the issue. Customer service rep **** advised paperwork could be submitted for the possibility of waiving the pick up fee, (which was not disclosed when purchased). The paperwork was uploaded and request made however received a response from ******* they would not waive the pick up fee for any reason. Currently June 26, 2025 and there is still no pickup for the mattress. Contacted purple again and was advised we had to pay for the fee first before the mattress could be picked up. I requested a supervisor as this was never advised or told. A Ms. ******* came onto the line advising she was a supervisor. I explain the above to her and that we have been waiting for over a month for a pickup. She advised she could not waive the pickup fee but that she would work on the pickup. Currently awaiting the pick up and would like the pick up fee reimbursed due to the product failing to function/performed and stated.

  

  Business Response

  Date: 07/14/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $4783.78 to purple for the mattress recommended by the 'mattress quiz' on their website, and their premier base. We attempted to initiate an exchange for a better quality/higher quality mattress the representative on the phone had no idea what mattress to recommend, and what she told us seemed to contradict what we read on the website. This customer service agent went to her manager and got approval for us to exchange the bed before 21 days as we had not slept since the bed was delivered and were experiencing back pain, hip pain, and shoulder pain.
  They want to charge us $150.00 to return the mattress, and $200.00 for the delivery of a new mattress. Well - the delivery was FREE on the mattress we ordered that was less than half the price of the new one being recommended. So, we asked to return everything. Now we are told we cannot return the base, that its FINAL SALE. It was ABSOLUTELY not made clear to us that the base was final sale. We would NEVER buy an electronic/mechanical product that is 'Final Sale'. They are refusing to allow a refund for our entire purchase of mattress and bedframe. The mattress is far from what was advertised. It must be defective. We can feel EVERY movement each other make. The bed frame shakes and did NOT fit along with our existing bed frame as advertised. They are dishonest and do not stand by their products.

  

  Business Response

  Date: 07/14/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Purple Restore Plus Hybrid Firm mattress, delivered on May 19, 2024. After using it for the full break-in period, I experienced persistent back and neck pain due to the mattress's lack of proper support. The feel and firmness of the mattress were significantly different from the showroom model that I tested prior to purchase. This discrepancy resulted in physical discomfort, not merely dissatisfaction or a change of preference.
  I submitted a return request clearly explaining the issue as one of product misrepresentation and physical harm, not simple dislike. Purple eventually processed the return but refunded only $2,391.45 of the $2,665.83 total, withholding $274.38 as a transportation fee. I requested that this fee be waived due to the circumstances.
  The return was not routine — it was prompted by a mattress that failed to perform as advertised and caused harm. Purple has declined to escalate or fairly address this, despite multiple polite and professional requests.
  Resolution Requested:
  
  I respectfully request that Purple refund the $274.38 transportation fee, as this was not a standard return. It was due to product misrepresentation and physical impact, which should merit a fee waiver out of fairness and respect to the customer. I also ask that Purple review its policy and consider case-by-case flexibility in situations where a product causes discomfort or differs from the in-store experience.

  

  Business Response

  Date: 06/27/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

  Customer Answer

  Date: 06/28/2025

  
  
  Complaint: 23475464
  
  
  
  I am rejecting this response because:
  
  Thank you for the response. I do not accept this resolution.
  Purple claims they are “working through a resolution,” but that is not accurate. They have repeatedly refused to address my legitimate concerns about product misrepresentation and physical discomfort caused by their mattress. Their only response has been to quote return policy language, without any attempt to actually resolve the core issue — that the product was not as represented in the showroom and resulted in physical harm.
  This was not a routine return based on personal preference. It was due to a failure in product performance that violated my reasonable expectations as a consumer. Purple's refusal to waive the transportation fee shows a lack of accountability and a clear disregard for customer experience and well-being.
  It is misleading for the company to claim they are “working through a resolution” when they have made it clear that their decision is final and they will not take further action. I will be pursuing additional steps through public reviews, state consumer protection agencies, and other platforms.
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 07/15/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: 23475464
  
  
  
  
  
  I am rejecting this response because Purple continues to misrepresent the situation. They claim they are “in the process of working through a resolution,” but their communication has been consistent in one thing: refusing to waive the transportation fee, even though the mattress caused me physical discomfort and was materially different from the showroom model I was shown before purchase.
  I am not seeking a refund out of preference or buyer's remorse. This product created pain and failed to meet the standard advertised in Purple’s retail environment. That should qualify as a product failure, not a discretionary return.
  Purple has made it clear that they will not take any additional action, despite these concerns. I therefore reject their position and stand by my complaint. I will be pursuing additional avenues of resolution, including public reviews and consumer protection filings.
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mattress and base through Purple on 05/06/2025. The mattress and base arrived at *** facility on 06/03/2025, and I have still not been assigned a tracking number though numerous representatives at Purple have told me that my items are at the *** facility. They are impossible to get in contact with. Every time I call, I get an automated message that their servers are down. It is impossible to get an actual human on the line, and I have been unsuccessful contacting through both their chat line and email. At this point, it feels like they are holding my items hostage, and are just stonewalling me by being impossible to contact.

  

  Business Response

  Date: 06/27/2025

  Delivery is complete 

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we purchased a purple mattress directly from purple with a 10year warranty... after less than 5 years it has started falling apart - we went into the store to try new beds because we planned to submit a warranty claim. The person at the store was telling us all the great changes they made to the beds since our model and stated that the main issue they were having was the interior was separating from the outer "box" of purple material... this was exactly what is happening to ours. it's also sinking where we lay even though we rotate it every few months. It has gotten so bad that we might as well be sleeping on the concrete. We tried to submit a claim but they are asking for a tag from the bed... a tag that is not there and we have no idea if it ever was. so now because there's no tag on our bed - a bed we bought directly from purple and they have the evidence of our purchase... we are out over $5000!!! just too bad so sad for us! Our mattress is having the EXACT issues they had to make updates and design fixes to and they won't stand behind their product. I AM NOT HAPPY. We used to refer people to purple because it was a great bed and amazing nights sleep but now we tell them to run away. We even bought a second one for our camper... that's how much we loved the mattress. but now we don't feel that way due to their poor customer service. you should be standing behind your product, which you sold directly to us. Very dissatisfied.

  

  Business Response

  Date: 05/29/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a PURPLE California King size mattress January 2nd. 2023. It has a 10 year warranty. The mattress became bumpy and uncomfortable , separating its edges from the mattress within the first 6 months of use. 7-12-2024 I complained about the quality of the mattress and mailed numerous pictures with levels to document the structural changes. The uneven surface became worse and my wife and I both developed morning pain and stiffness after sleeping on it. March 25th I mailed a new complaint with documentation of purchase, model number, picture showing the "pot holes" and the cracks. I completed an application for a replacement. A reminder of my complaint was mailed again 4-29-2025. This time I received an answer with a request for pictures and documents previously delivered and a request for several new pictures. HOWEVER: They say that warranty will be invalid if mattress cover is removed. - It is difficult to show the inferior quality of the mattress as long as it is only kept together inside its cover! Please assist us in our application to receive a replacement as this is becoming a health hazard and we are loosing sleep and rest on this mattress.

  

  Business Response

  Date: 05/16/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

  Customer Answer

  Date: 05/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have forwarded you sufficient evidence to document that the mattress I bought is of inferior quality and

  without removing its cover (which according to you is cancelling the warranty) further photo documentation is not proof of its structural changes. I will forward you more photos according to your request, but further delays in replacing the product is unacceptable
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 05/29/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of sheets for my purple mattress when they were on sale to keep as a spare set. I just opened the set, I still have the box. The bottom sheet is too small for my bed. It is almost impossible to put on the bed. and trying to put it on actually hurt my back. I requested a replacement and the reps said my warranty had expired. They were able to see my order information. I was unable to access my account because of my password being locked out. I understand the policy, but I just opened this brand new set and it's defective. I have never had a problem with these sheets not fitting or I wouldn't have purchased them in advance. I talked to **** and escalated it to a manager named *******. They refused to help me or offer any solution other than buying more sheets. I am requesting a replacement king size bottom sheet in color the color grey. I will try to update the order # when my account gets unlocked in the next 24-48 hours

  

  Business Response

  Date: 05/16/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: 23288676
  
  
  
  I am rejecting this response because:     ******* * sent me a response that basically reiterated the same thing they told me on the phone. They won't replace the brand new bottom sheet because it was purchased more than a year ago, and only offered to give me a discount on a new set of sheets. These sheets are VERY expensive and I already bought them brand new.  I understand the warranty period but these sheets were purchased on sale and put away as a spare set.  I never imagined they would ever be defective. These sheets are brand new and I only asked for a replacement of the bottom sheet. My request is very reasonable.  I'm amazed that this business won't respond in this forum so that their response can be seen. Simply unacceptable!
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 05/20/2025

  Purple has responded to this customer and is in the process of working through a resolution. 
  

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: 23288676
  
  
  
  I am rejecting this response because: 

   

  ******* * from Purple responded as follows: Thank you for taking the time to share your concerns with us. I completely understand that this may not be the resolution you were hoping for, and I truly empathize with your frustration.  That said, after reviewing everything carefully, we will be adhering to our established policy. We understand this may be disappointing, and I want to assure you that this decision wasn't made lightly. Our policies are in place to ensure consistency and fairness for all of our customers.  We appreciate your understanding, and I'm here to answer any additional questions you may have or help in any way I can moving forward.  ******* *. Customer Experience Manager Purple Customer Care 888-848-8456

  This is completely unacceptable!!  Not disappointing simply unacceptable!! They are refusing to stand behind their product and are being condescending and disingenuous in offering help and expecting me to understand.  This is NOT a company that deserves an A plus BBB rating and in fact they deserve an F.  Customers need to be aware that they don't care about their customer concerns or complaints and can't even respond in this forum for the public to see.  Instead they just respond that they are "working with the customer to obtain a resolution," when in fact THEY ARE NOT!!!

   

  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 05/29/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: 23288676
  
  
  
  I am rejecting this response because: Purple is saying they are working with me but they categorically ARE NOT!!!!
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 06/06/2025

  We are adhering to our return policy and customer has been advised. 

  Customer Answer

  Date: 06/10/2025

  
  
  Complaint: 23288676
  
  
  
  I am rejecting this response because: This is not a resolution to this complaint.  They sold a defective product and are refusing to do anything about it!!!
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 2020, I bought 2400$ mattress with 10 year warranty. Asked profusely about it. I was never told the COVER only has 2 year warranty conveniently and it cannot be unzipped bc i would not have bought it. They swore I had 10 year warranty. I washed cover bc it has zipper and zipper broke immediately. Integrity of bed is gone, constant back pain, they will not honor their own warranty, didn't even offer a discount on a new bed that is now 6,000$. So they are great while buying but horrible once their product fails. They don't even have zippers any more bc they see it was a clear problem and for them not to take accountability is disgusting and corrupt. Seems like this was the plan. Sell bed, void warranty, then triple price of mattress. Vague answers other than there is nothing we will do. I see on here they lie and say it is being resolved and all the consumers come back on and say that's a lie so they consistently are shady.

  

  Business Response

  Date: 04/24/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

  Customer Answer

  Date: 04/24/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their work through is that they don't care. They won't honor their product or their warranty or the new 2 year warranty no one spoke of. 
  
  
  
  Sincerely,
  
  
  ****** ******

  

  Business Response

  Date: 04/25/2025

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my purple mattress 4/13/2019 from a a local denver mattress location that sells purple. I paid $3341. 2 years in there's a random sinking about the circumference of a hand 4 inches in. I reach out to purple they say sure we can replace it under warranty just provide the order info. I do and they said oh sorry you purchased third party. We will replace/exchange it under warranty BUT you have to contact denver to request it. So I do. ****** says we will submit claim ONLY if there's proof there's not one single stain of ANYKIND on the mattress. Luckily it was pre kids and we used a mattress protector. It was replaced, we were happy, we recommend purple to 5 friends and family and they order (direct from purple). Now 2 years ago, we are 4 years into purple purchase but 2 years post replacement and the new king mattress whole side just fully collapsed. We literally roll off the bed. Our king is a queen because a whole side collapsed and the other sides beginning to have same issue. Unfortunately the old mattress protector stopped protecting so there's baby formula stains that will not come off and they will not replace it under warranty even though the formula stain in the middle of the mattress didn't cause the whole left side to collapse and become a slide. 6 years into a 10 year warranty and my partner and I can't sleep in the same bed without risking rolling off. One of the friends we recommended the mattress to had his replaced, no issues or push back even with with dog sweat stains, other stains and dog fur on it.

  

  Business Response

  Date: 04/24/2025

  Purple has responded to this customer and is in the process of working through a resolution.