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:06/29/2024

  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 mattress in December of 2020. The mattress now has indentations and Purple will not honor their warranty. I have tried to work with them but they require photos demonstrating the defect. However, the way the mattress is constructed will not show the indentations felt as when laying on the mattress. I paid almost 3k for a mattress that has basically lasted about three years (started noticing the indentations in December of 2023). Even though they state there is a warranty, they do not honor their word. All I want is for them to acknowledge this and repair or replace the mattress.

  

  Business Response

  Date: 07/10/2024

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

• Initial Complaint

  Date:06/24/2024

  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 mattress from Purple on 6/21/2024. Their website advertises shipping in 1-2 days. Says absolutely nothing about those being business days. I kept checking for an email with a tracking number. I never got it. I went to check my order the following monday using the provided confirmation number. Their website said my order didn't exist. Not only did they use misleading advertising with their shipping, which does not include non-business days and was not disclosed on their website, my order was now absent from their system. Their customer service was very unhelpful. Kept trying to tell me that I just misunderstood their website. I gave them pictures of their lack of specificity regarding their shipping.
  
  I told them to just cancel the order due to their terrible customer service. This was a $2000 mattress that I had financed and I need to get another mattress from somewhere else. Only a couple hours after resolving the fact that my order was lost, Purple now claims that it might take up to 14 business days for their warehouse to process the return and refund my order. I just got done talking to customer service. My order has been scanned and not yet shipped. They claim they have no way to contact the warehouse and cancel the outgoing shipment which I don't believe to be true. They were able to contact them this morning and fix my lost order so I'm not sure why I'm being forced to potentially wait 2.5 weeks to get my order cancelled and refunded when I was just told maybe 10 minutes ago that it hasn't even shipped out yet.

  

  Business Response

  Date: 06/27/2024

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

  Customer Answer

  Date: 07/03/2024

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

   

   I cancelled my order with Purple last Monday. This was financed through Affirm. I have already notified Affirm that the order was cancelled. Purple cancelled the order and refunded my money through Affirm. Purple didn't let affirm know the order was cancelled so I still have the account for their mattress on my account and possibly my credit. I have tried to communicate with Customer Service but Purple's customer service is awful and incompetent. They ignore their customers and don't resolve their problems. I have no way to directly communicate with the same person twice. I emailed them yesterday about this and still haven't received a response. I've called Purple headquarters and left 3 voicemails over the last week and haven't heard a word back from them. I wanted to put in a complaint with the head of customer service about Heather A's insultingly ******* work performance and I can't do that because of the way this company is structured, which is to not help their customers. This has the ability to affect my credit and this company is showing a repeated habit of being unresponsive to their customers issues and showing zero urgency to resolve them in a satisfactory manner. I would really appreciate it if this complete lack of customer support was dealt with properly. This is the second time in about a week I've felt compelled to file a complaint against Purple for their piss poor treatment of their customers. Someone please do something about this, it's not okay.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 07/05/2024

  Order has been fully refunded. 

• Initial Complaint

  Date:06/22/2024

  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 originally purchased a standard king ********************** mattress for $1,299 (plus tax, order: ******) on 8/6/17. ********************** had a 10 year warranty and a 90-night sleep trial (which is now 365 nights). Not long after purchasing, the mattress sagged and I used their warranty to get a replacement mattress. This mattress ended up sagging as well and I used the warranty another time to get a second replacement. That third mattress also sagged.I was going through the warranty process again and frustrated with the constant returns, was willing to pay for an upgraded mattress, asking if the upgraded style would be less likely to sag. I was assured it would so we paid an additional $1,399 (plus tax; order: N1093526) on 1/31/20 for the upgraded mattress. When I used this upgraded mattress my lower back started to hurt really hurt. If I sleep one night on this mattress my lower back will hurt for 2 weeks. I tried to return the mattress with their sleep guarantee (and was willing to downgrade) but I was told they wouldnt honor it because they wouldnt apply the offer to upgraded mattresses, leaving me stuck with a mattress I cant sleep on.I have spent thousands on medical bills (including MRIs) to treat and determine the source of the back pain. It is the mattress. I have have been sleeping on a camping pad on the floor for around two years because I cannot sleep in my own bed.

  

  Business Response

  Date: 06/24/2024

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

• Initial Complaint

  Date:06/16/2024

  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.

  Mattress purchased 6/1/21. Replaced on warranty Feb '23, again showing defective issues June '24. Company is prepared to replace defective mattress on warranty however they previous model that I purchased is no longer available. Comparable mattress for warranty is not adequate or similar in feel to originally purchased mattress. Company promises ZERO degradation of mattress material but this is patently untrue, as amount of contouring has reduced NOTICEABLY in a little over a year. I have lordosis and disc bulges and can feel my back going severely out of alignment in the bed, leading to shooting pain in my back that makes sleeping impossible. In early '24 I experienced severe sciatica and immobility for a week at age 34, have images and doctor's visits on record. Various massage therapists have been privy to the extreme pain I've been in for most of 2024 largely due to mattress. I can tell this because I'm able to adjust back alignment with a towel under my hips which makes it markedly better.

  

  Business Response

  Date: 06/24/2024

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

  Customer Answer

  Date: 06/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: replacement option for originally purchased mattress is not to my satisfaction. Renewing request for refund and pickup of unopened replacement mattress. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 07/01/2024

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

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Business has not offered an adequate solution to their poor track record of mattresses 'never degrading'. Business has claimed they cannot refund me and that I should sell the mattress that has been replaced on warranty. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 07/05/2024

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

• Initial Complaint

  Date:06/14/2024

  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 put a bbb complaint. ******* A called and was supposed to help me.She basically lied to me and dropped the ball. I am still without my bed and was told complete lies about their items.I have a bad back and disabled and ******* who is supposed to be my point person does not followup. She has no idea of the spec of the products.This is an absolutely horrible company. I called tonight and some one was going to get back to me no phone call back after holding for over an hour After the last bbb complaint she was going to hold my items that were shipped out prematurely .she took no regard and they shipped anyway after she promised she put a hold on them. I need a foundation and she told me you could not attach a headboard and the foundation could not stand alone as a box spring. I asked her 4 times . She was very sure this foundation would not work for me. These are both complete lies . There is review after review on their website this subject. And today I spoke to someone in sales who has used the foundation as box spring and attached a headboard,So basically this company has no idea what they are doing. I really dont appreciate being lied to. Maybe someone can answer this complaint that will not lie and knows what they are talking about and is available on a timely basis Again this has been a disaster from start to finish. I am without a bed and without a foundation. At this point they should give me a free foundations for all this mishap and time wasted . Plus they make you wait 48 hours to get back to you and they still dont get back to after 48 hours. this company is not doing well you think they would have better customer service I have paid for product and services I have not received

  

  Business Response

  Date: 06/18/2024

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

• Initial Complaint

  Date:06/12/2024

  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.

  Hello, I am trying to get a mattress replaced I just closed my last complaint here is a little info on what is going on I needed to file a warranty claim with Purple and they were giving me the run around transferring me and denying my claim for months as they always do that's when I reached out to you guys and it still went on for months I finally got my new bed and it was the wrong bed they did not want to exchange the bed that is when I had to reach back out to you guys and they then put in the order for a new bed but when I looked to find the order # I noticed it was a firm so I reached out to purple and they told me to try it out as it was one of the most comfortable beds and I was sure to enjoy it they say this about every bed they got so I tried it and reached out and explained that the bed was too hard causing back pain, neck pain and shoulder pain I also told them about how I would wake up to a wet bed do to over ******** and was losing sleep and I needed a soft bed that is when I was told that I was with in my 90 days this is the first I ever heard about 90 days especially after all I went through with them so they sent me a Email I responded with the explanation I also sent the pics they asked for I then got a response asking for more info I gave them the info I got a response saying with the info I provided I would need to be transferd to do me being out of the *************************************************** the 90 days so I said ok they transfer me and that is when the games began they told me they where not going to replace the bed I am truly sick of purple and would like them to send me the bed I asked for they did send me the wrong bed twice and have drug this out for almost a year I still have not got my frame for my bed that have broken welds I also sent them c*** load of pics and E mails on that as well with the last complaint please help me out here this is beginning to be BS TYVM and have a grat and blessed day

  

  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

   
  Complaint: 21838404
  
  I am rejecting this response because: This is the message purple sent as a response to my complaint. (Purple has responded to this customer and is in the process of working through a resolution.) This is a lie and they have used this lie before Purple has not responded or tried to reach out to me this is one of the many games they play to draw out the complaint for months and when I reach out to them they are rude and tell me they will not help me and as I stated in my complaint they even went as far as telling me that the BBB will not do anything either I am hoping they are wrong  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/22/2024

  Customer has been sent his warranty replacement mattress. Warranty replacements do not have a trial period. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21838404
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* why do you guys let this company play so many games and lead you around and the comment/reviews are horrible yet they have a A+ not trying to be rude but am I missing something here they sent me the wrong bed again if you guys cant do anything and keep giving them a A+ no wonder why they give us the run around for months and don't care if we contact you they even said you won't do anything and well so far you are not I would love to know how you guys operate horrified unhappy customers thousands of them yet ****************** still has a A+ HMMM kind of fishy man just saying so they sent me the wrong mattress can you help or not I am sorry but they have *** stringing you along and sending me the wrong bed out of spite for almost a year common man really and they still have a A+ I am waiting for the response I only have so much patients we all do and enough is enough how do we as consumers DROP TRATING THEY DO NOT DESRVE have a great and blessed day

   

• Initial Complaint

  Date:06/05/2024

  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.

  We purchased a Purple Hybrid mattress just over a year ago and now the grid on top is loose and moving all over the place. Theres also a couple springs popping up. When I filed a warranty claim with Mattressfirm (as Purple directed) they denied it because theres a stain on the mattress cover. I fail to see how a stain is related to our mattress falling apart but since Purple has that stipulation in their warranty were having to deal with a mattress thats falling apart and isnt even paid off yet. How can you be so popular when you dont support your own product?

  

  Business Response

  Date: 06/06/2024

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

• Initial Complaint

  Date:05/29/2024

  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.

  We purchased a new purple mattress. When we unwrapped it, we noticed it had stains that resemble urine. We immediately called Purple customer service to get the soiled mattress out of our home and replaced, but were told that someone would be in touch next week to tell us what is possible for replacement options. We responded that wasn’t soon enough since we need to sleep on something, and we asked about returning the soiled product. They said in order to return it we had to “sleep on it for 21 days before you are eligible”. We are not going to sleep on a soiled mattress. We want it gone - it’s disgusting to even have, and we don’t have room to just store it. It’s really disappointing they can get away wi tbh selling soiled products as if they are new.

  

  Business Response

  Date: 05/31/2024

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

• Initial Complaint

  Date:05/22/2024

  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.

  This company lies all the time. I was told I could buy my items and call back and put my items on a shipping hold. I called after an hour they tell me my mattress has already shipped. ***** my sales person lied to me, and I was pressured into,the sale,This is a publicly traded company and they are going down the tubes. They dont do anything they say they are going to.This is one of the worst companies I have ever dealt with. For a healthy bed this is not a healthy company. I want my order cancelled and want 50% for all this aggrecpvation

  

  Business Response

  Date: 05/24/2024

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

• Initial Complaint

  Date:05/16/2024

  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.

  Purchased mattress.. worst ever. Stiff as a board. They won't take back until 21 days. Even though it says you can try it out. Says we have to suffer. $2500 for stiff as board expensive mattress. Had to buy a $600 one because can't sleep on this one.

  

  Business Response

  Date: 05/22/2024

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