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:04/19/2025

  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 have purchased a purple 4 hybrid mattress and it has been replaced under warranty five (or six) times each replacement lasting at most one year. Over time, the mattress would provide diminishing support and cause sharp back pain if you slept on it. It seems to be an issue with the foam failing to return its its full springy-ness after a night of sleeping on it. The most recent replacement failed about one week in. The product simply does not work as they claim. We would like a prorated refund of our purchase price.

  

  Business Response

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/13/2025

  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.

  Im filing this complaint due to significant quality issues with both the Purple Premier 4 King mattress and the adjustable base purchased directly from Purple. For a premium-priced sleep system with a $200 delivery fee, the performance and overall experience have been unacceptable.The mattress is defective: It measures over 2 inches short in both width and length, totaling a nearly 4-inch discrepancy from the advertised dimensions. Additionally, there is a persistent squeaking sound on the right side whenever pressure is applied. This is highly unusual for a mattress advertised as having individually wrapped coils and clearly points to a defect.Weve also experienced physical discomfort while using the mattress, including waking up with shoulder and thigh painsomething we never experienced before switching to Purple.The adjustable base has also failed to meet expectations. The upper vibration motor emits a loud, high-pitched noise during use, making the massage feature unusable. While Ergomotion eventually sent a replacement motor, the installation is overly complexrequiring disassembly of the existing wiring housing and additional out-of-pocket costs for new cable management parts. This is completely unreasonable for a brand-new, premium product that should work.We selected Purple based on its reputation for quality, but what we received has not lived up to those standards.

  

  Business Response

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/02/2025

  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 am submitting this complaint regarding my experience with Purple concerning my purchase of a mattress and mattress protector on November 27, 2024, totaling $8,568.56.On February 17, 2025, I attempted to initiate the return process through your website, which directed me to email customer support. After several days with no response, I was instructed to call customer service. During the call, I was sent forms to complete and submit. On February 27, 2025, I returned the requested forms and photos.On March 6, 2025, I received a Return Merchandise Authorization (RMA) and was informed a third-party company would collect the mattress. On March 18, 2025, the agent arrived and collected both the mattress and the mattress protector. As of now, I no longer have these items.After the initial refund was processed for the mattress, I noticed that the refund for the mattress protector was not included. I have since communicated multiple times via email with ********** from the Returns Team. She informed me that the agent did not pick up the mattress protector, asserting it should have been handled separately. However, at no point in the return process was I made aware that the mattress protector required a separate return procedure or form. The lack of clear communication has led to this inconvenience.Each time I request information on how to escalate this issue or resolve it, my requests are ignored. When I call customer service, I am told that only ********** can handle this matter. I followed all provided procedures and returned both items; now, I feel that Purple is refusing to issue a refund for the protector, which they mistakenly collected.I am seeking a resolution that includes the full refund for the mattress protector as it was returned in accordance with the instructions provided to me.

  

  Business Response

  Date: 04/10/2025

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

• Initial Complaint

  Date:03/04/2025

  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.

  Greetings, I purchased a mattress from Purple Innovations, LLC, on December 23, 2024, the company gives you 100 days to try it out. I contacted the company January 13th, due to the fact, the mattress was uncomfortable. I was asked to send pictures of the mattress, which I did. January 29th, 2025, I received an email, from *******, from the Purple support team, stating that they use a 3rd party, to pick up the mattress, the name of the company is **************** will be contacting me within 3-4 business days. I am still waiting, I spoke with ******, from Purple, @ least 2 times. It is March 4th & I'm still waiting for them to pick up the mattress & be refunded the purchase price.

  

  Business Response

  Date: 03/07/2025

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

• Initial Complaint

  Date:03/03/2025

  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.

  Complaint Against: Purple Mattress Store (**********, ****)Date of Purchase: December 29, 2024 Product Purchased: Purple Rejuvenate Premiere Hybrid ********************* Base Issue: Misleading Sales **************** of Transparency Complaint Description:I purchased a Purple Rejuvenate Premiere Hybrid Mattress and an adjustable base in person at the **********, Utah store. The salesperson told me I had a 100-night trial period, leading me to believe this applied to my entire purchase.After trying the mattress and finding it did not help my back pain, I contacted Purples telephone support to initiate a return. I was informed that only the mattress was eligible, not the base. When I asked for a copy of a sales agreement confirming this policy, the representative could not provide one and directed me to the local store.I then spoke with ****, the store manager, who also could not provide any signed agreement showing that I acknowledged or agreed to this restriction. The only documents I received were a receipt and a finance agreement through ****************, with no mention of this exclusion. While I later found this information on Purples website, I shopped in person and was not informed at the time of purchase.This lack of transparency is misleading and deceptive. Had I been properly informed, I would not have purchased the $1,695 adjustable base that I now do not need.Desired Resolution:I request a full refund and removal of the adjustable base. Since no signed agreement was provided, Purple should honor the return policy that was verbally communicated to me at the time of sale.I expect fair business practices and look forward to a resolution.

  

  Business Response

  Date: 03/06/2025

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

• Initial Complaint

  Date:02/18/2025

  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.

  Received a defective mattress and base. Purple will not address issues and will not accept return.

  

  Business Response

  Date: 02/25/2025

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

• Initial Complaint

  Date:02/16/2025

  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 ordered two king size Dream layer pillows on December 31, 2024, costing approximately $408.74 for this transaction. Purple immediately took the money out of my account and I received a confirmation email. Per the email, the shipping was estimated to take 4-5 business days. On January 10, 2025, I called customer support and spoke with ******* Per ******, Purple operates under a “7-10” day order fulfillment standard. With the recent holidays, she stated Purple was still within this timeframe and no remedies were offered at this time. My husband called again on January 16, 2025. He was told by ********* that there had been a high demand for the Dream Layer pillows over the holidays and their warehouse was out of stock. Per *********, their warehouse was going to receive stock on January 21, 2025 and our order would be fulfilled on that date. Once again, no email or shipping notification was received as promised by Purple. My husband and I have been following up with them weekly. We have also spoken to two supervisors to no avail. Our last communication with a Purple supervisor was on February 11, 2025, and we were promised fulfillment of our order no later than February 14, 2025. As of February 16, 2025, we have still not received a shipping notification or fulfillment of our order.

  

  Business Response

  Date: 02/25/2025

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

• Initial Complaint

  Date:02/11/2025

  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.

  I have been dissatisfied with many aspects of my Purple purchase experience. I wanted to purchase a Purple mattress and worked with an associate online to do so. The automated website and chat prompts even encourage people to work with an online associate to unlock exclusive offers. I did so and he indicated that my purchase would qualify for free pillows. However, I was unable to proceed as he indicated that he was not able to include the Extend warranty product I wanted to also purchase. However, other associates seemed to think it was possible to add this to the customized cart while the initial associate and others indicated that it cannot be added from their application. All said, it was very confusing and the lack of and/or inconsistent knowledge of the staff was very off-putting and meant that I could not order/receive the complimentary pillows with purchase if I wanted the warranty product. Then, on the day of delivery, I was not sure if it had been confirmed and hadn't received a confirmation but was unable to reach anyone at Purple in sales as apparently they do not work at that time. I was also unable to reach anyone from the delivery contractor as they only had a voicemail and no one answering the phone. The mattress did show up but overall, I am disappointed by the purchasing, customer service, and delivery experience and I am not sure what this means for future interactions with the company if I have any other issues or concerns.

  

  Business Response

  Date: 02/24/2025

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

  Customer Answer

  Date: 02/25/2025

  
  
  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:01/23/2025

  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.

  I have had a purple mattress for quite sometime, and while I was doing my best to give it a chance, I have not been happy with it. They claim that the Original Purple Mattress will help you sleep cool, but I always sweat when I am sleeping on the mattress. I have had to resort to purchasing a water cooled bed cooler from Chilipad by Sleepme in order to sleep well. I like the comfort of the mattress, but I can not sleep directly on it. I have been lied to by many of the advertisements that Purple likes to put out, and directly on their website about how I can sleep cooler. Compared to other mattresses I have slept on, the Purple mattress is much hotter. I have been falsely advertised to, and purple continues to falsely advertise their Original Purple Mattress as being able to cool you while you sleep.

  

  Business Response

  Date: 01/28/2025

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

  Customer Answer

  Date: 01/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My requests are not being met. I have suggested settling for just the Purple RestorePremier Hybrid Mattress in the queen size as well as the Purple Premium Plus Smart Base queen size to go with it.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/13/2025

  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.

  Purchased their Purple Premier 4 Mattress Dec 28th, 2021 from Mattress Firm in Euless, Texas. In November I noticed that the mattress started coming apart on the sides. Looked up online, this is a known issue on various websites, Reddit, Google, there is even a pending class action on this. I sent in a warranty report to Mattress Firm and it was approved to get credit for replacement of $3689.00
  I go to a Purple Store in Southlake, Texas to see what products are available, The Purple 4 is no longer made now you have to buy a Purple Restore Premier which is $4395.00 of $706.00. Even the sales person at Purple Southlake said the side of the mattress is known issue.
  
  The credit from Mattress Firm is only good at Mattress Firm, and was told buy them I have to cover the difference even though there was a product change, and you can not get like for like. Since Purple built the product, acknowledged there is defect both in person and their call center over the phone, they need to cover the difference or work with Mattress Firm to give me my money back. Its not right to buy a product, they offer a 10 year warranty, it to last only 3 years, then in order for me to use the warranty to correct a manufacture defect, me to cover the difference of $706.00.
  
  Case number with Purple is *********02-002047
  
  Cameron in the warranty dept at Purple says its not their problem, that I need to go to Mattress Firm who is telling me I need to go to Purple. I agree with Mattress Firm they just sold it, they didnt build it. Bad business ethics by Purple to do this to an consumer. I am ready to go to the FTC and the Texas AG about this issue.

  

  Business Response

  Date: 01/22/2025

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

  Customer Answer

  Date: 01/22/2025

   
  
  Complaint: 22806809
  
  
  
  I am rejecting this response because:no on from Purple has reached out to me. I have been put off to the retailer. But Purple owes me the difference in which I paid since it’s their fault product. 
  
  
  
  Sincerely,
  
  
  
  Jason Portilla

  

  Business Response

  Date: 01/27/2025

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