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:01/07/2024

  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'm filing a formal complaint against Purple Mattress due to my recent experience with their warranty process. My dissatisfaction with their product and customer service has driven me to seek resolution through the Better Business Bureau.I purchased a Purple mattress in May 2020, with high hopes for comfort and durability. However, just ten months after my purchase, I had to initiate a warranty claim due to a recurring issue: the foam holding the Purple Grid detached, causing a noticeable depression on the mattress. This issue exacerbated my chronic lower back pain, a condition stemming from my military service.During my first warranty claim, I provided pictures that showed sweat marks on the mattress. Despite this, Purple Mattress honored the claim, recognizing the issue's impact on my comfort and well-being.My initial relief was short-lived, as the same issue reappeared. It's a well-known problem with this mattress model, as confirmed by a Sales Associate at the store where I purchased it. Yet, my most recent warranty claim, the fifth one, was denied, citing "liquid" damage unrelated to the issue.This denial tactic seems like an attempt to evade their warranty obligations unfairly, raising questions about their commitment to customer satisfaction and warranty integrity.I strongly discourage those with chronic lower back pain or who value fair warranties from purchasing a Purple mattress. My previous warranty claims were handled fairly, but this recent denial has been immensely frustrating.As a consumer, I believe in my right to fair treatment and the 10-year warranty promised by Purple Mattress. I hope the Better Business Bureau can encourage Purple Mattress to review their warranty process and ensure fairness and ethical business practices. If not, I would like a refund.I kindly request a thorough investigation and a just resolution. Your assistance in this matter is greatly appreciated.

  

  Business Response

  Date: 01/08/2024

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

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21106660
  
  I am rejecting this response because: it does not address the inconsistency in Purple Mattress's handling of my warranty claims, especially given the recurring issue that is widely acknowledged as a common problem with this mattress model.

  Furthermore, I would like to emphasize that the "liquid" damage mentioned in my most recent warranty claim is related to sweat stains. I had used the water protection sheet provided by Purple Mattress to protect the mattress, and the presence of sweat stains, which are considered "liquid" damage, should not have been grounds for denial. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/08/2024

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

• Initial Complaint

  Date:01/02/2024

  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 warranty claim has been denied due to extremely vague reasoning:This warranty claim is denied due to discrepancies in the photos and/or customer information. This makes no sense and they refuse to give any sort of detail as to what information as all the information I have provided is valid. They are simply just not wanting to honor their warranty.

  

  Business Response

  Date: 01/03/2024

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

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21084912
  
  I am rejecting this response because:
  In response to my BBB complaint, Purple has simply referred me to the warranty policy. I have read over the policy multiple times and strongly feel my claim is valid. Purple gives no real reasoning as to why claim has been denied. 
  Sincerely,
  
  *********;

  

  Business Response

  Date: 01/04/2024

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

• Initial Complaint

  Date:11/28/2023

  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.

  Our Purple mattress protector didn't protect the mattress against liquids as advertised when my wife, who is nursing our newborn, leaked breast milk in her sleep. We contacted Purple, and we sent the pictures as requested, they asked us to send new pictures with my name and order number written on the paper and we sent those too. The initial response from them took so long we had already cleaned the mattress protector with the instructions that were emailed to us, so by the time we received the instruction to send the picture with the affected area and our written name and order number again there was no stain left on the mattress protector. All we have is a stained mattress itself (and probably some bacteria building up in there by now because we started this process in September, it is now December. Up to now they still haven't done anything and they're saying they want more pictures that they already have. It seems like this "warranty" is a scam and as I just learned today from reading other BBB complaints it seems like this is a recurring trend with Purple. Honor your warranty!

  

  Business Response

  Date: 12/06/2023

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

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20927923
  
  I am rejecting this response because:

  Were still where we were before. No solution for the actual damaged item due to their failed item and asking for the things they already have again. I sent over what was asked in their email (again) and waiting for a reply but Purple Support has only kicked the can, not provide a solution.

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

  

  Business Response

  Date: 12/19/2023

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

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20927923
  
  I am rejecting this response because:

  The response was just to say that theyre forwarding it to someone else.

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

  

  Business Response

  Date: 12/22/2023

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

  Customer Answer

  Date: 12/27/2023

   
  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:11/28/2023

  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 am writing a complaint due to Purple not honoring their warranty because my white mattress is dirty due to me spending long amounts of time in bed sweating due to three strokes I had last year now the bed is so worn out it is causing me back problems I have a ten-year warranty that I am around 5 years into and I have had to complain and have had them replace 5 mattresses already please help me out here TYVM for your time and help

  

  Business Response

  Date: 12/05/2023

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

• Initial Complaint

  Date:11/21/2023

  Type:Billing 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.

  Sent multiple photos of everything the company is requesting. Even sent them a second time because a paper with my name and order number wasnt included in the photos. Photos show a manufacturing defect in the grid causing a loss of support near the edge of the mattress. The grid feels as though it is torn and that I can almost touch the next layer of the mattress. They requested additional photos with the mattress cover removed even though their website stated if the cover is removed it may void the warranty.

  

  Business Response

  Date: 11/22/2023

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

  Customer Answer

  Date: 11/27/2023

   
  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:11/13/2023

  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 Mattress and they have dealt deceptively with me. The made many statements and made those statements as if they were facts, but now they are back peddling and pretending like their statements are just their opinion. The sold me a mattress with a 100 day free trial, and insisted that I try the mattress for more than 30 days, to allow my body to adjust. I contacted them, and they refuse to honor their 100 day free trial, now. They lied to me when they sold me the mattress and told me I could "trial" the mattress for up to 100 days and if I didn't like the mattress for whatever reason, I could return it for FREE. After my initial contact they agreed to allow me to return the mattress and said they would come pick it up, if I sent them a bunch of pictures of the mattress. I sent them the pictures, and the mattress is in like new condition, and they were going to come pick it up and did an RMA and approved the return, but that they were going to charge me $250 for the "FREE" return. Now they have changed their mind and refuse to come get their cheap junky Purple Mattress. They have indicated that it is their intent to defraud me because I sen them emails that were threaening, and the emails were more revealing of what my course of action will be, if they do not perfom and do what they agreed to. they are fraudsters and scammers 100%, and I wish I had looked at their Trust Pilot reviews before I decided to do a free trial, because if I had, I would have realized how dishonest they are! now I am seeking a refund, they said they wont respond to any emails and are denying the return. Too bad they are too ignorant to realize how much their dishonest dealings are going to cost them. The Purple Mattress they sent me was a piece of junk! And the mattress says right on it: "this mattress is intended to be used WITHOUT a foundation" but they sold me a junky foundation as well!!!

  

  Business Response

  Date: 11/16/2023

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

• Initial Complaint

  Date:11/08/2023

  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've sent many pictures to prove there mattress is defective even showed proof with a level that theal mattress was bad. Not only did they not honor the warranty they so call claim they never even responded back it's been almost 3 months and was bounced around to 5 or 6 different people I don't feel they should be legally allowed to state the product has a warranty and not stand behind it even there pillow went flat I mean 300 per pillow and I have 2 that goes flat like a generic brand for 10 bucks pretty ridiculous if you ask me now I will say the first year the bed was absolutely amazing now absolutely worthless zero support what so ever Dr's have stated my bed could be causing the spinal problems I'm going though

  

  Business Response

  Date: 11/09/2023

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

• Initial Complaint

  Date:10/30/2023

  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 mattress and adjustable frame from Purple directly. The mattress and frame was delivered and set up by purple employees. The frame was broken when we got it. I called purple and they said I have to call the manufacturer as this is no longer their problem. I called the manufacturer and they sent me screws to try and fix the problem but that did not fix it. I have since been back and forth on the phone between the two companies, neither of which want to assume responsibility. After filing a warranty claim correctly including pictures of defective product, I was told there was nothing they could do and they would not be issuing any sort of refund.

  

  Business Response

  Date: 11/06/2023

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

• Initial Complaint

  Date:10/30/2023

  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 10/15/23 I ordered a purple brand chair cushion. On 10/16/23 I was checking my bank account and found that they had taken funds out for 2. I have spoken 5 times with this company about this, explaining to them that they over charged me. I also sent them a pic of my bank account (not my account information) proving to them it had been deducted twice, but they keep giving me the run around saying they have to get in touch with their accounting which was originally on 10/18/23 or the 2nd charge will/ should drop off. I spoke again this morning with my bank reaffirming that it was taken out of my account and has not dropped off nor have I been given a refund of $ *****. I did call Purple this morning and again they kept putting me on hold, unable to tell me wether I was going to receive my refund. Finally the staff person at Purple told me to go to my bank and file a dispute. ( I did receive my original order of one chair cushion on 10/28/23.)

  

  Business Response

  Date: 11/06/2023

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

• Initial Complaint

  Date:10/20/2023

  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 July I had my mattress replaced by purple under warranty. The replacement should be firm. However it seems one side is soft one side is firm. It’s very evident. You sink in furth on one side of the bed vers the other. Example a gallon of water barely sinks on what would be the left side of my bed while it sinks almost half an inch on the right side. There is also a very prominent ridge in the middle.
  
  Purple without speaking to me about my concern declined my warranty claim stating simply the indention is less then 1” there for it doesn’t qualify.
  
  1. My spouse and I can sleep on his side of the bed (the left) comfortably. Neither can sleep comfortably on my side (the right).
  
  2. The prominent sides is only felt on the right side of the bed. It is not felt if you sleep on the left side of the bed.
  
  To me it seems that the bed is very much miss made. Wondering if some how we got the mattress meant for demo on a sales floor.
  
  Additionally I bought a set of Purple Sheets in the sea mist color. The comfort sheets and they are not cut correctly for purples taller line of mattresses such as mine. They just are deep enough. Two sets and the same issue. Filed a warranty claim on the set we bought and receive a replacement with the same issue. Responded to the warranty claim and they want me to go back through the same process and I quote. It’s because we fixed you warranty issue when we sent you a replacement. Then was told I would get a refund haven’t gotten that either.

  

  Business Response

  Date: 10/25/2023

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