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:10/22/2024

  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 new Purple king-size mattress in-store on 09/01/2024. Without my consent or request, the store assistant added an extra service for someone to pick up my old California king mattress, which I never owned and do not need. Purple delivered the mattress on 09/06/2024, but as I had already purchased a mattress from another brand, I initiated a return process. I never opened the new Purple mattress, and it remained brand new in its original tube.On 09/11/2024, I was contacted by a company called Dolly, supposedly to schedule the mattress return. However, when they arrived, it turned out they were here to pick up a non-existent "old mattress," not the new one that needed returning. The pick-up guy from ***** also didn't mention anything, nor did he confirm the pickup details with me. Two weeks passed with no refund, so I started following up with both Purple and *****. I was then informed that ***** had discarded the new mattress in its tube at a public waste facility, and now neither company can track its whereabouts.Purple is refusing to refund me the $2,200 I paid because they claim they didnt receive the returned product. However, the mishandling of the situationcaused by putting wrong instruction in the system and by sending the wrong company to pick up the mattressis entirely beyond my control.I am now left without the product and out $2,200. This is not a minor issue, and I demand an immediate resolution. I expect my full refund promptly, or I will have no choice but to take further action.

  

  Business Response

  Date: 10/22/2024

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

• Initial Complaint

  Date:10/18/2024

  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 purple mattress in 2020. It had to be replaced after 3 years due to sagging. The company knew this was a problem and they discontinued the model that I had purchased. They replaced it with their new and improved model. We have had it for less than a year and it is sagging worse than the first one was. Their only options to resolve this are to send us another terribly made mattress or we can upgrade for an additional $3500. I want a refund but they said we are out of the 100 day refund window. Their mattresses are garbage. They are very expensive and should last longer than 1 year. We paid close to $3500 for this mattress and have had to replace it 2 times. I do not want to have to replace the mattress every single year. Its very heavy and hard to remove from the house and replace. Since their mattresses are made so poorly and cannot hold their shape, they should offer a refund for a defective product. That is the resolution I want. Replacing our mattress every year will cost the company more than giving us a refund.

  

  Business Response

  Date: 10/22/2024

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

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22443443
  
  I am rejecting this response because:

  They reached out to me privately and said a refund is not an option at this time. I am not satisfied with this. Having to get a $3500 mattress replaced twice within 4 years is absolutely insane. I asked for an upgrade to their top tier mattress instead of a refund as it is made very differently than the current one I have. I was told no, that I would have to pay an additional $3500 for the upgrade. I want it noted that the mattress I currently have isnt even the one I ordered and paid for. The one I ordered and paid for is no longer made by the company because they know it was garbage. This current one I have is the model that they made to replace the model that I ordered originally. It is possibly worse than the original as it didnt even last an entire year. Since they dont even make the model I purchased anymore because it was so terrible, they should refund my purchase. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 10/23/2024

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

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22443443
  
  I am rejecting this response because:

  They say they are working towards a resolution with me but that is not true. They wont respond where the public can see what they are saying. They have shown no effort to work towards a resolution. They have given me no options other than the original one, which is to take another identical terrible garbage mattress and keep getting it replaced until the warranty runs out. I would advise anyone thinking about buying a purple mattress to just turn around and go any other direction. They are complete garbage. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 10/29/2024

  A replacement mattress has been sent

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22443443
  
  I am rejecting this response because:

  They will not give me any other options besides a replacement for the same piece of junk mattress that didnt even last a year.  Second replacement in 4 years for a $3500 mattress. Seems they are just selling trash to people. I guess the only solution will be to get a replacement every year until the warranty runs out because the mattresses are made so poorly they last less than a year. This solution seems like it will cost the company much more than just giving me a refund.

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

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising 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.

  On 10/12/24 I placed an order for an expensive mattress on the Purple website. On 10/14/24, I received an email from Purple asking me to verify my billing address which I did. Apparently my order was flagged for fraud because my shipping address was different from my billing address. I have never had a problem like this with any other company before. It is very common to have different billing and shipping addresses and Purple shouldn't be flagging orders like this for fraud. Because of the way Purple handled this I cancelled my order so this ended up costing them my business. Buyer beware that this company will flag your orders if you have a different shipping and billing address and they will require proof which no customer should have to be subjected to especially when they are paying almost $10,000 for a mattress.

  

  Business Response

  Date: 10/16/2024

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

  Customer Answer

  Date: 10/17/2024

   
  
  Complaint: 22421081
  
  
  
  I am rejecting this response because: Even though I contacted Purple's headquarters and their management was made aware of this situation, Purple management never responded to my situation until I filed this complaint with the Better Business Bureau.  The email I finally received from Purple did not even include an apology.  Also, Purple is still requiring me to "cooperate with their verification team" in order to place another order with them simply because my billing address and shipping address were different on my initial order.  Furthermore, I already sent Purple an email verifying my billing address.  For Purple to still ask me to do additional verification beyond this is unreasonable.  When Purple management finally contacted me they should have apologized first and not asked me to do further verification of my billing address and then offered me a discount to retain my business.  The fact that Purple did not do any of this is unacceptable and this is not a company that I want to do business with and I recommend that anyone considering buying a bed look for another company that doesn't subject their customers to this.  This is a system problem that Purple has - they flag orders as fraud if you have a different billing address and shipping address and then they subject you to an unreasonable verification process to prove that you are a legitimate customer.  No other company I have ever shopped with does this so there are plenty of other mattress companies out there that won't subject their customers to this.  I'm so glad that I didn't buy a mattress from Purple, because this tells me a lot about their company and the way that they treat their customers.  Goodbye Purple.
  
  
  
  Sincerely,
  
  
  
  Rachel Siegel

  

  Business Response

  Date: 10/18/2024

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

  Customer Answer

  Date: 10/18/2024

   
  
  Complaint: 22421081
  
  
  
  I am rejecting this response because:

   

  I am rejecting this response because: Even though I contacted Purple's
  headquarters and their management was made aware of this situation,
  Purple management never responded to my situation until I filed this
  complaint with the Better Business Bureau.  The email I finally received
  from Purple did not even include an apology.  Also, Purple is still
  requiring me to "cooperate with their verification team" in order to
  place another order with them simply because my billing address and
  shipping address were different on my initial order.  Furthermore, I
  already sent Purple an email verifying my billing address.  For Purple
  to still ask me to do additional verification beyond this is
  unreasonable.  When Purple management finally contacted me they should
  have apologized first and not asked me to do further verification of my
  billing address and then offered me a discount to retain my business. 
  The fact that Purple did not do any of this is unacceptable and this is
  not a company that I want to do business with and I recommend that
  anyone considering buying a bed look for another company that doesn't
  subject their customers to this.  This is a system problem that Purple
  has - they flag orders as fraud if you have a different billing address
  and shipping address and then they subject you to an unreasonable
  verification process to prove that you are a legitimate customer.  No
  other company I have ever shopped with does this so there are plenty of
  other mattress companies out there that won't subject their customers to
  this.  I'm so glad that I didn't buy a mattress from Purple, because
  this tells me a lot about their company and the way that they treat
  their customers.  Goodbye Purple.
  
  
  
  Sincerely,
  
  
  
  Rachel Siegel

• Initial Complaint

  Date:09/12/2024

  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.

  I purchased a Standard Queen-Sized Purple Mattress on December 25, 2023 from Amazon.com (Order #*******************) for $1,018.93 as a Christmas gift for myself. At first, the mattress was great, don't get me wrong. But, for the past couple of months, I have been waking up with tremendous pain. As of about a month and a half ago, I woke up with my right thigh completely numb. I am a right-side sleeper so this only leads me to believe that the mattress is at fault. I since then have been laying on my back just to avoid further complications to my side, and now as of 3 weeks ago, my upper back is feeling numb!!! What gives?! To this day, I am experiencing numbness on my right thigh and upper back, so now I need to look into talking with my healthcare provider to see what needs to be done to resolve this mess caused by a clearly faulty mattress. Anyways, I contacted Purple via email to see if there were any options they could provide me to either replace or refund me for this mattress. I spoke to a representative by the name of "Christopher G." Christopher asked me to send photos of my mattress, mattress tag, and the base that I am using for the mattress. I sent all of this to Christopher, just to receive a response that my claim is denied. I explained to Christopher that I am a full-time first responder who needs good rest to make sure I am well-rested to do my job correctly, and that this mattress is causing a huge deal of pain. Christopher responded by basically saying there is nothing he will do, which makes me as the consumer of a $1,000 mattress feel cheated out. It really shows just how little Purple cares about its' customers, and how they don't back their product when it fails. I am super disappointed, and am hoping for a resolution before I go to my bank and reverse the transaction for this mattress, which I don't want to do since I want to give Purple one more chance to make this right.

  

  Business Response

  Date: 09/13/2024

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

  

  Business Response

  Date: 09/17/2024

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

  Customer Answer

  Date: 09/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22277322, and find that this resolution is satisfactory to me. Purple has agreed to send me a new mattress, and I decided to upgrade to a better model in hopes for a better nights’ rest.
  
  
  
  Sincerely,
  
  
  
  Jettika Kober

• Initial Complaint

  Date:09/03/2024

  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 have a Bad Back and I got rid of our last mattress because it had a soft spot but was still good. I had a purple mattress years ago and loved it. So i ordered it. After sleeping on for 1 night, my back pain was tremendous and my medication couldnt control the pain. I slept for 1 week and finally had to sleep on the couch as the purple mattress was too much pain for me

  

  Business Response

  Date: 09/06/2024

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

• Initial Complaint

  Date:08/30/2024

  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 thing is awful. Bought because I have back problems, man was that a mistake! It's worse now after sleeping on the ever sinking purple piece of junk. They have a warranty, it asks you if you are interested in giving them even more money for an upgrade!!! I had such high hopes, but am very disappointed. Have turned around, flipped upside down and everything, no matter what, it does the same thing, starts sinking wherever you lay. Am I supposed to get a new one every year, or what? Think of the waste this will create, let alone physically disposing of it. They are not light and you aren't going to be able to get it back to shipping size! Do not buy!!!

  

  Business Response

  Date: 09/06/2024

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

  

  Business Response

  Date: 09/09/2024

  The customer is covered by a 10 year warranty and needs to file a claim. 

  Customer Answer

  Date: 09/10/2024

   
  
  Complaint: 22219899
  
  
  
  I am rejecting this response because:
  
  Although I retain my right to a claim since this seems to be my only recourse, it will, unfortunately put me in the same place as you, trying to find someone that doesn't know any better to buy this junk.
  
  Sincerely,
  
  
  
  George Brownell

• Initial Complaint

  Date:07/25/2024

  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.

  After owning the purple mattress for 2 years I'm experiencing so many issues. From day one when it was delivered and they opened it it never fully expanded on the corners. After contacting mattress firm and purple I was told to give it additional time to "expand" fast forward this still is an issue and the mattress is now sinking in and morphing. This mattress recently has been causing me additional discomfort and pain from morphing and sinking in as it should as it's not advertised to. This mattress is absolutely the worst mattress I've ever owned. I've never had so much pain and I believe the mattress is causing the excruciating pain. A replacement can temporarily solve the problem but in another year when the mattress begins to deteriorate it's going to be the same thing.

  

  Business Response

  Date: 07/26/2024

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

• Initial Complaint

  Date:07/10/2024

  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.

  TLDR; mom developed debilitating pain after sleeping on Purple mattress, doctor proposed she needs to switch mattress asap. We tried to return the mattress but were rejected even after detailing circumstances. Bought my mom this mattress September 2023. Throughout the 100 days trial, her left shoulders range of motion was continuously reduced. We at first did not pinpoint mattress and tried to eliminate other possible contributors (no more air conditioning, better chairs, etc). Oddly enough, her shoulder felt better and she rested better when traveling/sleeping in hotels. Finally, a doctor suggested it could be the mattress. At this point, mom also had to see a physical therapist and could not raise her left arm more than 40 degrees. But also, at this point the limited trial period for a Purple mattress is over. Ive reached out to Purple many times, highlighting the mattresss potential health impacts. My feedback was disregarded, so did my request to return this mattress.I suggest not risking ones health by purchasing a mattress from a brand with such a limited trial and little regard for its customers wellbeing.

  

  Business Response

  Date: 07/24/2024

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

• Initial Complaint

  Date:07/09/2024

  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 purchased a Purple Premuim 4 Bed in 12/ 2021 costing $3,967. The bed has begun to separate between the outer foam and the springs , purple material. They refuse to back up there 10 year warranty because the bed got a spot on it while moving . I am a 65 year old man on a fixed income , and thought this would be the last bed I ever purchased. The mattress weighs about **************************************************** But due to faulty craftsmanship , I am going to have to attempt to buy another bed. They have since this bed was produced , have changed the beds design to correct this problem. It is a shame that a company advertises how great they are. Only to refuse to correct this when there is a problem. Thank you anything you can do to correct this issue. I don't have pictures currently . But will get you some if you need them to correct this issue.

  

  Business Response

  Date: 07/12/2024

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

• Initial Complaint

  Date:07/03/2024

  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.

  On 5/20 I placed an order from Purple. Once I got my items I noticed I was missing a duvet cover. Upon further research, the item was noted to be delayed for 5+ weeks. I waited 5+ weeks to get that item and it never came. I called Purple and they notified me that I would continue to be delayed for another 2 months. As a result of this delay, I canceled the order.I then initiated a return for the actual duvet, since Purple was not able to meet it's commitment on the duvet cover. I see however that I am responsible for paying for the return shipping for the duvet cover.I called customer support and asked to speak to supervisor ******** on 7/3, who insisted that it was Purple's policy that customers must pay for return shipping. However, I stated that there must be an exception given that:* Purple sold me a sold-out duvet cover and took funds out of my credit card * Purple failed to deliver the item in the 5 weeks it stated the item would be back in stock * Purple further let me know that the item would be out of stock for an additional 2 months * Being unable to use the duvet without its cover, I initiated a return for both items in the set * Purple is making me pay for shipping for the return of the duvet, which is part of the 2 item set * Purple is failing to acknowledge that due to the duvet cover continuing to be out of stock, I cannot use the duvet so it must be returned and I should not be responsible for shipping * Supervisor Jaden ** failed to resolve this issue and provide quality customer service as he stated that I must pay for the return shipping I am asking that Purple provide a full refund for the duvet as they failed to deliver the matching duvet cover, despite my patience in waiting for 7 weeks past their 5 weeks claim, and the item continuing to be sold out, yet despite that, Purple charged my credit card on 5/20 for a sold out item.

  

  Business Response

  Date: 07/12/2024

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

  Customer Answer

  Date: 07/12/2024

   
  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.

  The business provided a refund at no cost to me and understood that an exception to their refund policy should have been made given the issues with their back orders.
  
  Sincerely,
  
  ***********************