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Complaints

Customer Complaints Summary

  • 221 total complaints in the last 3 years.
  • 81 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/28/2023

    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 Purple mattresses from both Befrugal (11/23/22 - total price before tax : $2429) and Rakuten (11/28/22 - total price before tax : $2117) in November of last year. Befrugal offered a 4% ($97.16) cashback and Rakuten offered a 15%($317.55) cashback. However, I haven't received the cashback yet from any of them. So, I emailed Rakuten to ask the reason and their answer was Purple did not respond to their inquiries at all. It was last December I contacted Rakuten first time and still I didn't get my cashback. On the be frugal, it shows me my purchase is verified but I still didn't get any cashback from purple at all. I got all other cashback except for Purple Mattress. Cashback sites says they did everything they can do, I don't know who should I talk to get my cashback. I would like to get my cashback (total $414.71) as soon as possible.

    Business Response

    Date: 08/08/2023

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

    Date:07/26/2023

    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 at Gardner White. This mattress sags in the middle and we have had technicians out 3 times. ************************* advised they no longer carry purple due to their refusal to do buy backs for mattresses that fail. ************************* advised to file a complaint as well as trying to contact them directly but have not had any luck.

    Business Response

    Date: 07/26/2023

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

    Date:07/23/2023

    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 the Purple Tier 2 mattress in July 2019. By 2021, the side was detaching from the mattress. I attempted to submit a warranty claim with Purple at the time, but was directed to go thru the store where I made the purchase (Mattress Firm).After attempting to go through the retailer's arduous warranty process I became discouraged and convinced myself the problem wasn't as bad as I'd thought. Fast forward to July 2023 and the left side of the mattress has failed. There is a gap where a sleeper sinks in to the hole if too close to the edge. Again, attempted to run thru the warranty process with the retailer - literally ended with my spouse in tears of frustration.

    Business Response

    Date: 07/26/2023

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

    Date:05/29/2023

    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.
    In 2019 we purchased a king size Purple 4 mattress. My wife and I moved in together on our wedding night in August of 2020 and slept on it for the first time. It was love at first sleep...we thought. After a few months my wife had some sore back complaints. By then it was well past any return or exchange date because we bought the mattress so long before sleeping on it. It was a lot of money so we hoped it would get better and we got her a new pillow, hoping it would help. Now coming up on 3 years of owning the bed, our backs hurt terribly, our necks hurt, we get sore from the grid pattern through the sheets and mattress protector. We fell victim to the convincing advertising and thought the price would reflect how good our sleep would be, we were sadly wrong.

    Business Response

    Date: 06/01/2023

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

    Date:05/23/2023

    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 purchased a Purple mattress, the Premier hybrid 3, from Ashley ********* in *******, ** January 2022. They told ** they had a 365 day trial period and if we bought their mattress protector it would give us 10 years of warranty and if anything happened to the mattress in that time we could work with the mattress protector company to get the mattress exchanged. We reached out to ********************** in December to exchange the mattress and they said they won't exchange it because the mattress has a pee stain on it, our 5 year old son sleeps in that bed and the mattress protector failed. They told us we have to go thru the mattress protector company. Tried that... they told us we cant exchange it because we didn't report the stain when it happened, which we were never told from ****** that we had to do. So now we are stuck with a Purple mattress that is very indented, over an inch on both sides of the bed, that we paid $2,600 for. We were not in the market to spend that much but we were confident with the warranties being offered and the things the salesperson said about Purple mattresses. We are extremely disappointed with the mattress and are dumbfounded that after less than a year the mattress is losing its shape so poorly. Both my wife and myself wake up with back pain due to the indentations. We feel completely lied to and just stuck, out $2,600. We enjoyed the mattress before it lost its shape. Is it just a bad mattress or are all Purple mattresses unable to last more than a year? I'm really hoping purple can do something about this since the third parties failed us. At this point I would never recommend a purple mattress if people ask us.

    Business Response

    Date: 05/23/2023

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

    Date:05/19/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore 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.
    Purchased a king hybrid mattress from purple in 2021. The Springs have started coming out of the mattress and are poking up beside the core of the mattress and the foam skirting which is a known issue with the product I have some to find out. Contacted the warranty deparent and my warranty has been voided because I sweated through the purple waterproof mattress cover I purchased at the same time as the mattress l. I have used the cover since new and recently threw it away when I noticed the stains in the process of taking the photos for the warrenty process. Stupid me throwing away something that wasn't working. I have now been Informed that they are voiding my warrenty on the structural failur of there product because of the staining loophole in the warranty. Purple also refuses to explain how a stained cover negates a fundamental failure of their product I have 3 purple mattress and will never be recommending their product again

    Business Response

    Date: 05/23/2023

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

    Business Response

    Date: 06/01/2023

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

    Customer Answer

    Date: 06/02/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and I'm waiting to see if the product is actually delivered I will update accordingly once product arrives

    Sincerely,

    ***********************
  • Initial Complaint

    Date:05/19/2023

    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 a mattress around October 2020, and since then it has deteriorated considerably I contacted Purple and filed a warranty claim and submitted photos for proof and my warranty claim was approved, however, since then I was ignored for approximately two weeks at which point I reached out via their chat service on their website and subsequently got a response from Becca a day later stating that my warranty claim was now denied. she stated the reason being was that there were discrepancies in photos and customer information. I am confused and frustrated that Purple claims to have a warranty on their mattresses that they do not standby. I have asked for her to specify what discrepancies, if any, so that I could clear them up immediately however, again no response and I am left with a horrible mattress and a loss of thousands of dollars. this is in reference to order number **********.

    Business Response

    Date: 05/19/2023

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

    Customer Answer

    Date: 05/22/2023

     
    Complaint: 20079530

    I am rejecting this response because: they have not reached to ME regarding this matter what so ever. 

    Sincerely,

    Crofton Miles

    Business Response

    Date: 05/23/2023

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

    Customer Answer

    Date: 05/23/2023

     
    Complaint: 20079530

    I am rejecting this response because:
    i have not been contacted ?? 
    Sincerely,

    Crofton Miles

    Business Response

    Date: 05/24/2023

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

    Date:05/08/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore 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.
    The mattress itself is completely yellowed and stained. I have tried numerous amounts of times to scrub the yellow out of the mattress only to have it occur over and over again. Not to sound gross or off/putting , but it looks as though someone urinated all over my mattress. I am only requesting that the company send me a replacement cover for the mattress. I understand the cover is out of warranty range, however, the mattress itself is still under warranty, and I feel like the company should honor my request of sending the zippered mattress cover to me. I repeat I am not requesting a whole new mattress, but only the zippered mattress cover. I feel that for the price I paid for this mattress the purple company should honor their product, regardless, if if a warranty has expired on something as small as a mattress cover.

    Business Response

    Date: 05/11/2023

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

    Customer Answer

    Date: 05/16/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************
  • Initial Complaint

    Date:05/06/2023

    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 tried ordering a headboard many times and it cancels. Support says they arent shipping to my address and keeps saying a manager can call to explain of couse theres nothing to explain because its all said right there. I demand this be resolved in that my order can he successfully placed.

    Business Response

    Date: 05/08/2023

    We have responded to the customer and are working towards a solution 

    Customer Answer

    Date: 05/08/2023

     
    Complaint: 20027109

    I am rejecting this response because:
      It so happens that there was no response and no solution is being worked on

    Business Response

    Date: 05/09/2023

    Customer has been responded to and are working towards a solution. 

    Customer Answer

    Date: 05/09/2023

     
    Complaint: 20027109

    I am rejecting this response because:
    Nope

    Customer Answer

    Date: 05/10/2023

    I received no contact still. I need to place my order and cant. 

    Business Response

    Date: 05/11/2023

    This customer has been responded to. 

    Customer Answer

    Date: 05/11/2023

     
    Complaint: 20027109

    I am rejecting this response because:
    Let me purchase

    Business Response

    Date: 05/12/2023

    Due to deceitful previous transactions with this customer, he has been blocked from ordering with us

    Customer Answer

    Date: 05/16/2023

     
    Complaint: 20027109

    I am rejecting this response because:
    Have never ordered before

    Business Response

    Date: 05/16/2023

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

    Customer Answer

    Date: 05/16/2023

     
    Complaint: 20027109

    I am rejecting this response because:
    No
  • Initial Complaint

    Date:04/18/2023

    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 king size tier 3 purple mattress on April 14, 2023. After researching issues with the company I decided to get a refund and tried calling over the weekend on April 15, 2023. Received false information of getting an email with inarticulate for return which never came.(The link below is why I wanted to cancel my order) ***Link of gentleman having issue with the same mattress priced at over $3k at 6 month ***** **************************** Purple is not open on the weekends and I had to call in for a refund on April 17, 2023. I called at approx. 3 pm on April 17, 2023. I spoke with an agent that was adamant about me keeping the purchase. I informed them of the order made only 2 to 3 days ago abs wanted to cancel the purchase for a refund to avoid the issues. I took out a interest free loan with ****** and informed the agent and the supervisor that i wanted to cancel the purchase before they ship the merchandise from UT to TX. I was ignored to ensure i would wrongfully have merchandise i do not want delivered to my home. Labels were created but what the guys didn't know is that I have an account with ***** and knew even the shipment was actually moving from their location. At approx. 4 pm I asked about shipment and lables and was informed items were on their way by a Purple supervisor. It wasn't in transit until 4:45 pm. I started getting notifications of shipment almost instantly after the awkward encounter with Purple represenatives.I highly suggest all do research before making purchases with this company. There appear to be possible merchant fraud taking place. Purposely sending merchandise to consumers after informing them of issues to return the item. Anyone that uses ***** knows you can call ***** and cancel shipment if you are the shipper...so this was done on purpose.Overpriced product from a company that don't care about consumers.

    Business Response

    Date: 04/18/2023

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

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