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:04/17/2024

  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.

  My wife and I ended up purchasing a purple rejuvenate mattress king size that was firm. We were told 120 days to try it. We were reaching the end of the cycle and my wife contacted purple agent and never got back for a couple weeks and by that time, they said we were out of our days. We wanted to trade the firm mattress for a soft one because the firm one isnt working for us. We were treated poorly and think that they did this on purpose. Idk if well ever buy a purple mattress again.

  

  Business Response

  Date: 04/18/2024

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

• Initial Complaint

  Date:04/03/2024

  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.

  I purchased two DreamLayer pillows from Purple Innovation, LLC on February 2nd, 2024, for a total of $338.67. Initially, I was satisfied with the product on my original mattress. However, after purchasing a new memory foam mattress that arrived after the pillows, I found the pillows to be extremely uncomfortable on this new mattress, as they squished excessively.Acknowledging the discomfort, I decided to return the pillows and utilized the return label provided by Purple. I shipped both pillows back in one larger box on March 15th, 2024. However, upon contacting Purple's support via phone on April 3rd, 2024, for an update on my return, I was informed that my return label had expired on March 16th, 2024, which was unbeknownst to me at the time of shipment. I was advised to contact ***** for resolution.Upon contacting *****, I was informed that they had no record of the label being used for shipment but confirmed that it had been printed. ***** advised me to resolve this issue either with my financial institution or directly with Purple, as I was not eligible to make an insurance claim on the label.This situation has left me without the pillows and the refund due to me. I believe this to be unfair, especially considering I followed the return process as instructed by Purple. The concept of an "expired" return label was not communicated to me, nor do I understand how a return label could expire the day after it was supposedly used for a return.Desired Resolution:I seek a full refund of $338.67 for the returned pillows. I returned the pillows in good faith, following the instructions provided by Purple, and expect Purple to honor their return policy by processing my refund promptly.Additional information:I have communicated with Purple's support team and *****, attempting to resolve this issue to no avail. This complaint is my last resort to seek a fair resolution to this matter.

  

  Business Response

  Date: 04/10/2024

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

• Initial Complaint

  Date:03/13/2024

  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 got a queen sized purple mattress early 2021 about 3 years ago for $3,000. My warranty order # is N1771211.As others have notated on here our mattress has started to fall apart on it's own. Purple delivered and installed our mattress. We have not moved it since. The springs have started to come out on one side on their own seperating the center and outer sections which cause it to dig up into the person sleeping on that side. There is normal staining from 'body sweat'. They are using that as an excuse to get out of fulfilling their obligations of their 10 year warranty scam they have to get sales. It is a defective product and the public should be warned. If you buy from this company you are spending your money on a shoddy product that will last 3 years if you are lucky and then they can get out of doing anything in their warranty 'due to their discretion' which is so vague you would need to have it in pristine condition like never used picture perfect lined up with a picture of when you first got it with an authorization from purple. Then your chances would be ok if you brought it to court which even if you win would cost more in attorney fees. Suffice to say not worth the time or risk- stay away.

  

  Business Response

  Date: 03/14/2024

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

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21428671
  
  I am rejecting this response because:
  

   

  Please note on this issue that the business did not address my complaint and that they dodged any accountability in regard to their defective product. Thank you. 

  
  

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

  

  Business Response

  Date: 03/26/2024

  customer has been taken care of 

• Initial Complaint

  Date:03/03/2024

  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.

  In August 2019, I contacted Purple via email to inform them that my ex-husband stole my social security number and purchased a purple mattress online without my permission. I gave the company all of his information. Fast forward to 2023 and Purple is sueing me for the remaining mattress balance. I missed the court date and now a judgment has been made against me and they are going to garnish my wages for an item I never purchased. I am the victim of identity theft, informed them years ago, and yet they are still coming after me. Never signed a contract with them and they are not using my legal name. I am being harassed by the collection agency and the stress is affecting my health. It is bad enough that I cannot get child support from my ex-husband, now he is getting away with stealing my identity. Be aware of this company. They just want to make sales because they never checked the information. They just took my social security number and should have dinged because my legal name was not used. Nor was it my address that the bed was delivered to. However, when they came after me for their money they were able to find and deliver a court order to my correct address. ??? Do not purchase from this company. They will let anyone scam you.

  

  Business Response

  Date: 03/11/2024

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

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21379868
  
  I am rejecting this response because: ******* from Purple stated that I need to work with **************. How is that helping? She did not give me the legal trams information nor did she say that they would contact me. This is the beginning of running me around in circles because they want my money for something I did not purchase nor have. How about researching the address the bed was sent to AND the credit card/ISP of the person who was making payments on the bed? How many other people are they falsely accusing and charging?
  
  Sincerely,
  
  ************************************************

  

  Business Response

  Date: 03/12/2024

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

  

  Business Response

  Date: 03/20/2024

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

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21379868
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************************

  Customer Answer

  Date: 03/27/2024

  I rejected the response because all ******* said was the legal department needed to be notified. She didnt say how or when. I am getting sued by this company and they are about to garnish my wages for a bed I never had. When I first found out about my ex husband stealing my social security number for this bed I contacted Purple and gave them ALL his information so they could get the bed back and/or get their money from him. According to the court documents I received my ex was making payments with his credit card. Why didnt they trace that card back to him AND trace the *** back to his house?? It was delivered to his house years after we were divorced. They did no investigation. I never signed any paperwork to purchase this bed and whatever else he got. All of this was false and stolen identity. Purple needs to cancel this charge against me immediately.

  

  Business Response

  Date: 03/28/2024

  customer will need to deal directly with Affirm. We do not have access to the financials. 

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21379868
  
  I am rejecting this response because:

  Purple is not supplying me with the information as to HOW to access Affirm. What is their information? How do you not have the information when you made the false contract to sell the bed in the first place?

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

  

  Business Response

  Date: 03/29/2024

  Affirm.com  ************

• Initial Complaint

  Date:03/01/2024

  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 ordered an original Purple mattress on 7/20/2016, which came with a 10 year warranty. The mattress was great for the first year or two, but then it started to lose support and severely sagged. Also, the protective cover on the mattress tore very easily. I filled a warrant claim, but they wanted me to try a few different solutions before replacing my mattress. I complied and try their solutions, but I continued to have poor support from the mattress. I filled another warranty claim, but by this time my potty-training daughter was sleeping with us intermittently and she had a few accidents, causing some stains on the mattress, despite using a mattress protector. When I submitted my second claim, I was told that my claim was denied because of the stains on the mattress. The stains on the mattress were not present during my initial claim, so the poor quality of the mattress was obviously not caused by my daughter having a few accident. I believe that Purple has used this excuse to get out of replacing my mattress. I kindly expressed my displeasure to ***** on 11/30/2023 and was assured that my complaint would be reviewed, however the company has still failed to follow up with me at all. I believe that Purple is in the wrong and should honor my warranty. Thank you!Order-30938

  

  Business Response

  Date: 03/08/2024

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

  Customer Answer

  Date: 03/13/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/26/2024

  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 the mattress due to several recommendations and reputation. We hate it! It’s flimsy and uncomfortable. My husband refuses to sleep in it. I reached out just past the return window and they told me I am stuck with the mattress. I can’t believe we spent Appx $3000 and I’m going to be buying a new mattress to replace this.

  

  Business Response

  Date: 03/04/2024

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

• Initial Complaint

  Date:02/23/2024

  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.

  This place is a joke & these 5 star reviews are fake. I got con into buying a 3500$ purple mattress that supposedly had a 10 year warranty. I had for a few years & the bed is practically falling apart & giving me chronic back pain. I filed a claim to have it replaced & was denied because I had stains on my mattress. I had a kid around the time I brought my mattress & kids spill things all the time. Nobody mention that my 10 years warranty would be void from a got dang stain. 3500$ gone down the drain. Never again. Just buy a regular bed. Don't go here save yourself the time & money. The salesman even bragged about how they needed him to sale these purple mattress because they weren't saleing. Should have caught on then , but I trusted the company silly me.

  

  Business Response

  Date: 03/04/2024

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

• Initial Complaint

  Date:02/13/2024

  Type:Delivery 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 (Oct 5) a mattress & was scheduled for Oct 26 delivery. Several days before the Oct 26 delivery, I called their store at ************* to reschedule the Nov 15 delivery as the place is not ready to receive it. ***********************, sales person, told me that she will handle the rescheduling of the delivery. She confirmed that delivery date has now been set for Nov.15. however, to our surprise, a few days later, the delivery company was at our building delivering the mattress. I called the store to let them know that I cannot take the item since there was no place for it, besides the scheduled date was for Nov 15. I called again the store but *** was on her day off. So, I asked for the store manager who unfortunately could not find my order who apparently is not familiar with computers system. To my disappointment, I called customer support & told them of the situation which they said they will handle it. The next day I called *** to ensure that the rescheduled date of Nov 15 has been set. She confirmed it that it has been set. On Nov 14, since I have not received any email or text notifications, I called *** in the afternoon to reconfirm that the delivery will take place the next day (Nov 15). I spoke to ********* said that everything is confirmed & that an email confirmation will be sent later that ********** message will be send a few hours before the delivery company arrives my place. By noon of Nov 15, I called *** who apparently kept on telling me that they have nothing to do with the shipping, company. I was so stressed out with her reasoning so I called customer support service who gave me a roundabout by (DJ) and after 30 minutes of talking, I asked for a supervisor (*******) who tried his best to help but at the end of the day the only answer I got there will be no delivery for Nov 15. So, he said and email will be sent once he gets a scheduled date from the shipping company. Now we are left with no mattress and my place upside down.

  

  Business Response

  Date: 02/21/2024

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

  Customer Answer

  Date: 02/21/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/29/2024

  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.

  On 11/29/2019 we ordered a Purple Hybrid Premier 4 mattress with sheets, mattress protector, and 2 pillows for $3,750 on promotion. Order #N1014841 We purchased the hybrid premier 4 over the hybrid 3 due to the extra inch of purple grid. That was the only difference between the two mattresses. Purple advertised the hybrid premier 4 as the best luxury mattress that science can make and sold it at a premium price. We now are having issues just over 4 years in where the sides are separating. We emailed purple and they approved the warranty. Unfortunately the replacement they are offering, the Restore Premier, is of lesser quality and design than our current mattress. It is similar in design, has 1 inch less purple grid, and is apparently better due to individual foam capped coils and they keep pushing that narrative. This mattress is more equivalent to the old purple 3, not the purple premier 4. Reviews would also say this suggested replacement mattress is also lesser quality, comfort and performance than our premier 4. We are requesting the same best luxury mattress science can make with a model that has 4 inches of purple grid, the whole reason we went with the 4 over the 3 yet they refuse. They have changed their models and jacked up the price of the only mattress that has 4 inches of purple grid and are expecting up to pay a couple thousand dollars more as a discounted upgrade. Completely unacceptable.

  

  Business Response

  Date: 02/01/2024

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

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:
  Purple is not working with me. They have given me the it is what it is type of response. The proposed replacement is unacceptable and not of equivalent quality and performance. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:
  Purple is not working with me. They have given me the it is what it is type of response. The proposed replacement is unacceptable and not of equivalent quality and performance. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:
  Purple is not working with me. They have given me the it is what it is type of response. The proposed replacement is unacceptable and not of equivalent quality and performance. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:
  Purple is not working with me. They have given me the it is what it is type of response. The proposed replacement is unacceptable and not of equivalent quality and performance. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:
  Purple is not working with me. They have given me the it is what it is type of response. The proposed replacement is unacceptable and not of equivalent quality and performance. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:
  Purple is not working with me. They have given me the it is what it is type of response. The proposed replacement is unacceptable and not of equivalent quality and performance. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:
  Purple is not working with me. They have given me the it is what it is type of response. The proposed replacement is unacceptable and not of equivalent quality and performance. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/02/2024

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

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:
  We went to the Purple store as they asked to try the mattresses. We do not find the proposed replacement an appropriate replacement. I emailed Purple back and am awaiting a response.
   
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/06/2024

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

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:

  Purple employees admit the proposed replacement is not the same as the current mattress we have, yet they have no problem offering upgrading me with the actual equivalent mattress at a supposed discount. They want me to pay $4,000+ out of pocket. This is insane and unacceptable. I truly dont understand why I cant get like for like. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/07/2024

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

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21218270
  
  I am rejecting this response because:

  I have not heard from Purple since my last response. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/08/2024

  We are waiting to hear back from the customer on how he would like to proceed. 

• Initial Complaint

  Date:01/27/2024

  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 Purple Restore Premium (soft, queen) mattress from Army&Air Force Exchange Service (******************) on 11Nov2023...which is an authorized seller for Purple. Said mattress was manufactured on 13Nov2023 and was received (via FEDEX) on 18Nov2023 from Purples McDonough, GA warehouse. I called Purple on 26Jan2024 concerning 100 night comfort guarantee to which they immediately deferred me to AAFES since it was purchased through them. My second call was to AAFES on 26Jan2024 and they stated that they only give 30 days on this product and that the manufacture gives the 100 days plus executes all warranty and to contact Purple again. The third call was back to Purple 26Jan2024 and again they deflected to AAFES for resolution. I did complete a dissatisfaction survey with Purple and received zero feedback. As explained to Purple and AAFES the only thing I seek is my right to exchange the soft mattress for a firm mattress under the 100 night comfort guarantee. Never was it detailed to me that I forfeited that right by purchasing Purples product through a third party. Bottom line...it's Purples product...purchased new (it can be clearly proven), so how can they be allowed to just not honor their own guarantee based on where you purchase it? If that was truly contractual (which would between Purple and AAFES not the customer) then this should have been disclosed or waiver...i.e. open box item, as-is, so on. We're talking about a brand new product from the manufacture that falls under their warranties. I would have also filed complaint against AAFES but BBB doesn't give the ability for this. Anyway...this is a Purple issue through and through.

  

  Business Response

  Date: 02/01/2024

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

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It's all in the email responses to Purple that the BBB has been cc'd on.  I can attach them if needed...
  
  
  
  Sincerely,
  
  
  
  *** *********

  

  Business Response

  Date: 02/01/2024

  Customer needs to work with the retailer 

  Customer Answer

  Date: 02/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Purple received my position on the matter via email yesterday.  They will never budge from their view of the situation (steadfast in legally dodging their own products satisfaction and warranty commitment)...nor will I budge from my commitment (as a customer who owns their product) to point this out. As far as I'm concerned I'll never make the mistake of purchasing further Purple products...the matter will remain as it stands and speaks for itself.  Thank you! 
  
  
  
  Sincerely,
  
  
  
  *** *********

  

  Business Response

  Date: 02/06/2024

  Customer needs to work with our retail partner 

  Customer Answer

  Date: 02/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It is what it is...  Nothing more to say...
  
  
  
  Sincerely,
  
  
  
  *** *********