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
Submit a ComplaintThe 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:11/04/2022
Type: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 am filing this complaint to get assistance with a 100-night satisfaction guarantee. Within 100 days of the delivery of the mattress, I notified Purple that I was unsatisfied with the mattress and asked for a return with a refund. They have failed to pickup the mattress and they have failed to refund the order.I ordered a Purple Mattress on August 19, 2022. The order total was $742.69 and the mattress was sold with a 100-night satisfaction guarantee. I received the order on August 25th.I contacted Purple on August 27, 2022 to invoke the satisfaction guarantee. Purple promised to pickup the mattress within 5 days (by November 1). It is now November 4th. Purple still hasn't picked up the mattress and can not tell me when they will be able to do so. Now, because I am relocating tomorrow (November 5) I can no longer wait on them.I am requesting an immediate refund and instructions on how to dispose of the mattress. I am prepared to leave it in the dumpster, donate it to a local charity or have it picked up by ***** or ****
Business Response
Date: 11/04/2022
Purple has responded to this customer and is in the process of working through a resolution.Customer Answer
Date: 11/07/2022
Complaint: 18359419
I am rejecting this response because: The business did not pickup the mattress within a week, as promised, and when I moved over the weekend, I had no place to put the mattress so I had to leave it behind.
Sincerely,
***********************Business Response
Date: 11/09/2022
Purple has responded to this customer and is in the process of working through a resolution.Customer Answer
Date: 11/09/2022
Complaint: 18359419
I am rejecting this response because: Purple was supposed to pickup the mattress by Wednesday November 2 - that was their promise. The pickup company never came. I told them I was moving on Saturday November 5th and couldn't take the mattress with me. Nonetheless, they chose not to pickup the mattress in time. The failure is entirely their fault.
Sincerely,
***********************Business Response
Date: 11/10/2022
Purple has responded to this customer and is in the process of working through a resolution.Customer Answer
Date: 11/10/2022
Complaint: 18359419
I am rejecting this response because: The merchant did not attempt a pickup at the agreed time and I no longer have the merchandise.
Sincerely,
Clitnon ****Business Response
Date: 11/10/2022
Purple has responded to this customer and is in the process of working through a resolution.Customer Answer
Date: 11/10/2022
Complaint: 18359419
I am rejecting this response because: The merchant admits they never attempted to pickup the mattress. They claim they called (what number? I never gave them a phone number) and scheduled a pickup for November 1, but there was a person at home ALL DAY on November 1st and nobody came to the house.I don't believe they called me. I don't believe they attempted a pickup. I believe this botched pickup is entirely their fault.
Sincerely,
Clitnon ****Business Response
Date: 11/10/2022
Purple has responded to this customer and is in the process of working through a resolution.Initial Complaint
Date:10/20/2022
Type: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.
Within one year of purchasing the purple mattress it had a huge hump in the middle and made it impossible to sleep.Business Response
Date: 10/21/2022
Purple has responded to this customer and is in the process of working through a resolution. We will need more specific information such as an order number, name and shipping address of the customer, email address which was used on the original order if purchased through Purple, if not through Purple, the name of the retailer. Once we have this information we can be more specific in the resolution.Initial Complaint
Date:10/06/2022
Type: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.
Order placed for purple mattress on 11/25/20, payment made on 11/27/20 in the amount of $1429.00.
The middle of the mattress has sunken in the middle towards the bottom of the mattress.
Not able to use mattress any longer due to this issue.
No longer have receipt but do have banking statement showing that payment was made.
Pictures of mattress do not show the sinking as it appeared the problem is in the inside of the mattress and not in the cover of the mattressBusiness Response
Date: 10/06/2022
Purple has responded to this customer and is in the process of working through a resolution.
Business Response
Date: 10/11/2022
Purple remains in contact with the customer to work towards a resolution. The information we requested is required of any customer who wishes to pursue a warranty claim, including information to verify the order. Tell us why here...Customer Answer
Date: 10/15/2022
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:10/05/2022
Type: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.
On 9/16/22 I placed an order with purple for a mattress, two sets of sheets, and a mattress protection pad. The Mattress was supposed to be delivered on October 14, 2022. The sheets and mattress protector were mailed separately and I did receive them On September 21, 2022. On October 3, 2022 they canceled my mattress because they couldnt get a hold of me to schedule delivery. They only called once from a potential spam number and did not leave a voicemail. I had gotten four potential spam that day one had left a voicemail. When I called them back October 4 to undo this they told me I would have to place another order. When I told them they shouldve called more than once and left a voicemail to have me call them back they got agitated and proceeded to tell me about a bunch of emails that they had sent. I did not get these emails they were sending me four emails a day trying to get me to buy more stuff with 10% off so needless I did not open all of theirs. At that point I became upset and told them never mind about the whole thing and I wanted to return the mattress protector and sheets as Im not getting the mattress. They emailed me the form I had to fill out I did then they emailed me the return authorization paperwork and in the email told me I was responsible for returning price. I went to go return and it came up to $52.49. I then called them back after I mailed it because the total cost of the stuff I was mailing back was over $400. I talked to a very pleasant person there he was unable to resolve it because the company refused to pay me back the $52.49 instead wanted me to get more stuff from them which I do not want to do I dont want nothing to do with the company anymore . So they were on unable to resolve my issue so Im not reporting them to you. Due to the fact that if they wouldnt have canceled my mattress order I wouldve never returned the other stuff first I wouldve never been charged the $52.49.Business Response
Date: 10/06/2022
Purple has responded to this customer and is in the process of working through a resolution.Initial Complaint
Date:09/19/2022
Type: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 queen size hybrid mattress, the sheets, headboard and foundation. After 12 days I called and set up a return for the items as they were no longer needed. The mattress was picked up within 5 days no problems and got my refund back.I spent $758 for the headboard and foundation. In order to return it all back to this disgusting company it cost me over $400 to send it back to them and this is not including the sheets. I asked them for assistance with providing a box to return it and they said they don't offer any return assistance. NO ONE SELLS BOXES THIS LARGE. The boxes that it came with were taken with the people who delivered the product so I got screwed over. I did eventually find a box that I had to customize to fit the product because of the jumbo size that it needed to be.I will not be purchasing from this company anymore. The way the do business is outrageously disgusting.Find another company to buy from - they aren't worth the money or time.Business Response
Date: 09/20/2022
Purple has reached out to this customer to work towards a resolution and in doing research discovered the customer was in contact with ********************** prior to this complaint to return and cancel her order. The cancellations and refunds are being processed. The return policy on foundations and bases has been changed as of 9/16.Initial Complaint
Date:09/16/2022
Type: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 mattress last year thinking that it would a good idea, boy was I wrong. I have been in so much pain. I was told that it takes time to adjust to it and was suggested to wait. I bought it at mattress firm and had since said that they could not do anything due to it being past the 120 days, even though they told me to wait. So thinking that this company stands behind their product maybe they would do something about it, refund some of my money, offer a different product, something! Nope!! they said the same thing. It is a smart trick to pass the responsibility. I work in the health care field and haven't had a good nights sleep on this mattress ever.Business Response
Date: 09/19/2022
Purple has been in touch with the Customer. We are unable to provide the requested resolution because the mattress was not purchased through Purple but through Mattress Firm and their contract with us states they must service returns, exchanges and warranties. I have provided the customer with a link to the Mattress Firm website to review the warranty information and how to proceed with a claim, if applicable. https://www.mattressfirm.com/mattress-warranty.htmlInitial Complaint
Date:08/31/2022
Type: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.
I purchased a mattress and frame 8/16/22 along with the additional $200 service of assembly of the item in my home due to being physically disabled and needing assistance. I was contacted by a delivery team member confirming 8/29/22 to be the day it would be delivered and assembled. That day came and went with no mattress being deliveredI contacted Purple both 8/30/22 and 8/31/22 asking information on where my product is and why it wasnt delivered on time. The company is blaming the third party delivery company and said they would contact them about the difficulties. I wish I wouldve read these reviews on BBB to see others having a similar difficulty with lack of communication from the company and terrible delivery services. I paid quite a bit for this product and for the service and they cant even tell me where it is and why it didnt show up?Business Response
Date: 09/02/2022
Purple has responded to this customer and is in the process of working through a resolution.Customer Answer
Date: 09/09/2022
Complaint: 17807243
I am rejecting this response because:Purple reached out and the mattress was scheduled to be delivered 8/8/22 it did NOT show up as scheduled and confirmed.
Sincerely,
*****************************Business Response
Date: 09/13/2022
Purple remains in contact with the customer updating the situation. We have also refunded the delivery fee paid at the time of purchase and are looking at other delivery carrrier options.Customer Answer
Date: 09/13/2022
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:08/22/2022
Type: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 purple mattress on 7/13/2022 and ***** created a label on 7/15 and was suppose to be delivered on 7/17 It is now 7/22 with no update. ***** tells me the Mattress has not been received by ******* and when a status goes pending on an order it specifically means not received and Purple tells me policy dictates I wait two weeks regardless of circumstances. *** contacted **************************** and **** from Purple and dont know who to contact to find a middle groundBusiness Response
Date: 08/26/2022
Purple has responded to this customer and is in the process of working through a resolution.Initial Complaint
Date:08/06/2022
Type: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 a brand new top of the line mattress from purple at their local store. Get our delivery date setup for today Saturday 8/6/22 at 1pm here we are at 5pm and several calls that we made with the logistics company over the last 4 hours with NO answers as to where our mattress is or when we can expect delivery. After reading the horror stories online simply trying to get their mattress delivered and in some cases 4+ months and countless complaints about this logistics company Im afraid I might have made a bad choice ordering a mattress from purple. Hoping this complaint brings the necessary attention for getting the mattress I ordered in a timely fashion.Business Response
Date: 08/09/2022
Purple has responded to this customer and is in the process of working through a resolution.
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