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:04/06/2023

  Type:Product 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.

  We purchased a purple mattress and have had issues with it causing pain and discomfort. We were offered an identical mattress that would likely give the same results. My wife and I hoped for a good faith effort to rectify the situation by offering us a mattress that would NOT cause these issues as was promised when purchased when we spoke with a representative that recommended this mattress. We are being asked to pay an additional $800 to switch to a mattress that would HOPEFULLY solve the issue. We were told we’d receive the same mattress that caused issues previously.

  

  Business Response

  Date: 04/06/2023

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

  Customer Answer

  Date: 04/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been speaking with a representative and continues to only offer the same mattress that has caused hip and joint pain when sleeping on our sides. This is not a personal issue. The issue is affecting both my wife and I. We have had to sleep on a different mattress in a different room to avoid these issues. Note we are now sleeping on an $800 pillow top that is 15 years old and does not cause any of these issues. It is far far far from acceptable on such an expensive mattress that we hoped to get over 10 years of use. We have requested to replace our current 3” mattress with the 4” in hopes that the additional 1” might relieve these issues. We have not been offered this continually. I feel this should be an offered replacement do to the pain we have experienced on and off since purchase with the previous 6 months nearly every night. This seems like a fair offer to compensate our physical issues. Our chiropractors are the ones that suggested a different mattress until this issue can be resolved to avoid any further visits that are nearly $50/ visit per person. This should never be the solution to such a proclaimed “amazing mattress” by purple and a purple representative we spoke with. We were told confidentially that this would be the best mattress ever for us side-sleepers. We would like this resolved ASAP so we can return to sleeping in our bedroom and avoid any crazy fees for required adjustment by a chiropractor.  
  
  
  
  Sincerely,

  
  ***** ****
  
  

  

  Business Response

  Date: 04/07/2023

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

  Customer Answer

  Date: 04/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not being offered an acceptable resolution to this issue. Continuing to ask for managers and no one seems to know who can help me. This shouldn’t still be an issue!
  
  
  
  Sincerely,
  
  ***** ****
  

  

  Business Response

  Date: 04/13/2023

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

  Customer Answer

  Date: 04/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received a response from customer service for 7 days. This is ridiculous! They are NOT in communication with me!
  
  
  
  Sincerely,
  
  ***** ****
  

  

  Business Response

  Date: 04/13/2023

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

  Customer Answer

  Date: 04/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we continually receive an unacceptable resolution to our issue that is causing both back issues as well as requiring us to sleep in a completely different bedroom until this is resolved. Purple has offered no sense of urgency to this matter.

  
  
  
  Sincerely,
  
  ***** ****
  
  

  

  Business Response

  Date: 04/14/2023

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

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am only rejecting this solution as we have not fully completed the return/exchange process. We informed, and we’re told, that our existing mattress will be hauled away the same day as our new mattress arrives. I would like to make sure everything goes as planned prior to accepting the solution. If all goes smoothly I will be happy to accept.
  
  
  
  Sincerely,
  
  ***** ****
  

  

  Business Response

  Date: 04/17/2023

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

  

  Business Response

  Date: 04/18/2023

  customers replacement mattress is on its way. I offered a fair price for the upgrade but customer refused and wanted same mattress sent out. 

  Customer Answer

  Date: 04/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Waiting for replacement and then solution will be accepted.

  
  
  
  Sincerely,
  
  ***** ****
  
  

  

  Business Response

  Date: 04/20/2023

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

  Customer Answer

  Date: 04/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I will continue to reject the solution until the delivery and removal of old mattress has been completed. This has been said many times. 

  
  
  
  Sincerely,
  
  ***** ****
  
  

  

  Business Response

  Date: 04/24/2023

  Pilot, our shipping partner just received his mattress and will be contacting him to set up delivery. 

  Customer Answer

  Date: 04/27/2023

  
  
  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.
  
  

  Thank you for taking care of my issue! It is appreciated!
  
  
  
  Sincerely,
  
  ***** ****
  
  

• Initial Complaint

  Date:03/28/2023

  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 a queen *** stand from PURPLE for $250 dollars , my package arrived with a damaged box and the frame does not fit my room, and I recieved 2 separate metal items that do not unite and can't be joined together and no tools. That means a lot of assembly must be done. The main problem with this product is that this *** does not fit in my room which literally makes what they sent useless.PURPLE ADVERTISEMENT COMERCIALS STATE SEVERAL TIMES " 100 NIGHTS REFUND" "NO PRESSURE" , this commercial does not specify any exceptions for *** frames or *** stands , therefore I am under the impression they hide that information intentionally and this is FALSE ADVERTISEMENT and it is extremely deceiving, PURPLE claims no assembly is needed for this *** stand which is a LIE. I have ADHD and excruciating neuropathy which unfortunately makes it impossible for me to build a ***. I explained this to the supervisor and he basically ignored my explanation about my medical inconvenience. I hereby would like to emphasize that The purple website should have an HONEST VISIBLE STATEMENT PRIOR TO PURCHASING ANY ITEM THAT STATES THEY DO NOT DO REFUNDS. Or add to their commercial that "GARANTEES REFUNDS", and specify that there is an exception for what they "supposedly offer". I spoke with customer service they said I cannot have a refund and that I was only entitled to get 12 dollars back, because purple "NO LONGER OFFER REFUNDS" then they said I must pay for shipping on my own from any delivery service to Utha ,which is worth $265 dollars to be even considered for a refund. I had to sleep on the floor, and this is a scam I demand a refund for my $250 dollars so that I can get what I need from another company. This is also mentally stressfull and I feel discrimated against . the website is super SNEAKY about their refund policies therefore contradicting their advertisement and is basically hidden unless you look them up .I need my money back please

  

  Business Response

  Date: 03/30/2023

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

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19865011
  
  I am rejecting this response because: my request was ignored,  and they are trying to force me to pay for a shipping which is an outrageous amount when it is their fault I'm having this issues to begin with and also exceeds the amount for the refund.  Also once again I am reporting the fact that when purple decided to unexpectedly change their return policies a few months ago there are no disclaimers,  notices, EXCEPTION UPDATE in their commercials therefore this is their fault and they should pay for the shipping.  This is FALSE ADVERTISEMENT, it is dishonest and they should be held responsible 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/31/2023

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

• Initial Complaint

  Date:03/27/2023

  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 spent $2,028.58 on February 25th. I didn’t like the mattress so I asked for a return. It was incredibly difficult getting anyone to process my return. They finally relented and had someone come and pick up the mattress. During the checkout process, they offered 2 pillows, a sheet set, and mattress protector for just shy of $300. It was discounted. However, I am now having endless hurdles trying to return the sheets, protector, and pillows. They will only provide me labels for the pillows, and are telling me that it’s my responsibility to pay for return shipping for the other stuff. They already had someone come to my house, take the mattress, and still won’t take back the sheets, etc. If I’m not keeping the mattress, why in the world would I ever want to keep the accessories made for that specific bed? I have COVID, told them this, and they just replied with my return window close date and said they hope I feel better. I am shocked at how bad this has been. The day after I bought the mattress they had a data breach and have been a nightmare dealing with.

  

  Business Response

  Date: 03/28/2023

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

• Initial Complaint

  Date:03/22/2023

  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.

  Bought a premier hybrid 3 mattress which we ended up having horrible back issues from. We contacted purple and they offered to do an exchange on a more firm mattress which was their premier hybrid. We accepted as we wanted to love their product and give it a tryafter all, these mattresses are $2,000+. The exchanged mattress shows up, and we give it the usual 21 day break in period. We actually waited a little longer after the break in period to see if things got better. We still had back pains and didnt like the fact that the mattress moved when the spouse changed positions. I called to initiate a refund as weve tried 2 mattresses from them and were not satisfied and were still within our 100 day trial period. I was also making payments to their third party lender, Affirm. So any payments *** made would be credited back to me and I would then be allowed to cease all future payments to affirm. Purple uses a third party charity company who was supposed to pick up mattress. They never initiated contact for scheduling a pickup when they were supposed to reach out to me 3-4 business days after my return request was approved. About 10 days after my request, I contacted Purple to let them know I still have their mattress and no one has picked up or contacted me for pickup. They basically told me there was nothing they can do and for me to get in contact with their third party company. *** tried to reach their third party company for pickup, and to no avail, I cant get anyone to return my calls. Ive expressed to Purple that Im still on the hook for making payments to affirm on a mattress we cant use and they have sent me to a company who wont pickup their item. Theyve disregarded my concern and refuse to schedule pickup or refund. Ive asked if I can donate it myself to a charity facility and the answer is no. Ive been left with a product that we cant use, and Im still paying for it. Theyve closed my account and refuse to help.

  

  Business Response

  Date: 03/23/2023

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

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19636709
  
  I am rejecting this response because:
  Purple refuses to refund me for a product they refused to pickup. They did not reach out to their third party partner who picks up their products. Since I called purple for help on this, they left me to scramble to reach their third party to get my mattress removed which was unsuccessful after many attempts. Now they refuse to do anything about it. What a scam. They get your payment in full, and dont care if their product leaves you in pain. 

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/23/2023

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

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19636709
  
  I am rejecting this response because:
  They refuse to take any responsibility or fault in getting their product picked up and returned. They kept my money and left us with a product that didnt work for us and caused pain. After several times Ive communicated the situation to them, they just shut it down and refuse all services. They refuse to resolve this.

   

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/24/2023

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

• Initial Complaint

  Date:03/22/2023

  Type:Delivery 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 about two years ago and did it because of people's experience. And to be honest, I was a true advocate of the purple mattress, but lately, the Foam is not the same, causing many back problems the cover of the mattress broke. I created an incident that went nowhere and at this point. I purchase this item on 7/12/21 Order Number N2103495

  

  Business Response

  Date: 03/22/2023

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

• Initial Complaint

  Date:03/18/2023

  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.

  Bought a purple mattress and they wouldnt take it back within the 100 day return window. Wouldnt recommend at all.

  

  Business Response

  Date: 03/20/2023

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

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19617979
  
  I am rejecting this response because: nothing has been done to solve this issue yet
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/20/2023

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

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19617979
  
  I am rejecting this response because: no solution provided 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/21/2023

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

• Initial Complaint

  Date:02/22/2023

  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.

  Purchased: Purple ******************** **************** Purple **************** February 3rd, 2022 from ******************************************** Paid $100+ Complaint- This pillow let's off a powder that you breathe in due to the pillow cover being thin. This has caused me severe dry eye, and dry cough. I can confirm this with the countless specialists I have seen trying to figure out what is causing this over the last year. The pain and suffering I have experienced is something I cannot put a price on. I can additionally prove that I have nothing else wrong with me with any sort of medical documentation you can think of. I have had it all and am willing to provide this. I was told that the issues are environmental and that it had to be something I changed in my lifestyle. That would be my pillow. I have emailed the company asking for the details on what this powder is so that I can find out what I have been breathing in. There are also countless other reviews on their site of customers stating the same thing, they wake up with swollen eyes from the powder the pillow gives off if adjusted or flipped. This pillow should not be on the market, or come with a warning that it can cause this reaction. It certainly should not be advertised as hypoallergenic since the material it is made out of may be hypoallergenic but the powder they use on the gel it is made out of can cause severe allergic reactions. I want to note that I am a healthy, 38 year old vegan woman, no kids, I work out 5x/week and I have lived in the same city my whole life. I have tested every small thing I have possibly changed in my diet and lifestyle and my symptoms got better as soon as I stopped using this pillow. And reviews will back up my claims. Please feel free to check their own website, or you tube this pillow and "what it did to my eyes."

  

  Business Response

  Date: 02/24/2023

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

• Initial Complaint

  Date:01/11/2023

  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 Purple Premier Hybrid 4 mattress in Apr of 2021. After 5 months of use, the mattress lost all support and I had to go through their warranty progress and get a new mattress. No problem. Process was smooth and we received a replacement. Another 4-5 months passes and we have the same issues. The purple material completely collapses and has permanent dent. We send in pictures again and go through the same process. This time we had issues. A junk removal company came before we received the new mattress and then didnt come back once the new mattress was received. This required me to move a super heavy king sized purple monster myself and transport to the dump. After that was done, and we have now the 2nd replacement (3rd mattress) 4-5 months passes and same issues. Its clear now that the mattress material has a design defect and I asked for a refund. I understand Im outside the trial period but having to warranty a mattress of this size and weight every six months is insane. On top of that, the mattress was $4,400! A mattress of this price should be of better quality. I want a refund for this defective product please.

  

  Business Response

  Date: 01/13/2023

  Purple and the customer have been in contact.  The customer accepted a new mattress as settlement of his warranty claim. 

• Initial Complaint

  Date:12/15/2022

  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.

  order ********** mattress and bedframe arrived damaged and purple refuses to assist

  

  Business Response

  Date: 12/21/2022

  The customer has spoken to multiple agents at  Purple between 11/29 and 12/19  using different names and email addresses and versions of the story.   The customer has been directed to respond to various emails which were sent and hasn't done so.  The customer was also asked to provide a phone number for a senior manager to call to discuss the matter.  The customer refused to do so. The customer has been asked for specific information to verify the order and has not provided it. The customer was asked to dispute the charge with their bank/credit card and the customer told ********************** that it's not a normal bank and they cannot dispute the charge. Purple has confirmed with the delivery company that the mattress and base in question were delivered on 11/28 and we have documentation of the delivery receipt with the customer's signature.  Due to the nature of the complaint, the results of our internal investigation, and the discrepancies in the customer's stories and statements in chats and emails,  Purple will not refund the money. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18577924
  
  I am rejecting this response because: Correct. I contacted originally about a damaged item and requested a return and which I was later responded with saying these items are not returnable. I then contacted back in attempt to get refund or replacement but it seems they are trained to simply their customers in all situations. I even was banned from chat after trying to return it many times because they say an agent ***** does not allow the return as stated in previous email. However it is illegal to deny a return in ******* for online products yet they seem to not care about that nor taking care of any consumer issues. I have heard terrible things of their support when i searched reviews before buying and definitely regret moving forward with this purchase. Now im stuck with you guys 200 lb mattress and the non functioning frame
  

• Initial Complaint

  Date:11/16/2022

  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 full mattress number 4 for over 3k. Within I year I lay down and I felt pain in my side as something was stabbing me. Turns out a spring came off the bottom frame and was hurting my side.

  

  Business Response

  Date: 11/16/2022

  Purple has reached out to the customer for additional information and we are working towards a resolution.