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:10/20/2023

  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.

  This complaints involves complaint number **********. I purchased a Purple bed that had severe issues and it had to be replaced. Within a year of the replacement the bed shrank in the corners by over 3 inches. The bed is deformed. I initiated a warranty claim and Purple agent Gracie claimed issue was normal and not cause for a warranty claim. While I will submit a formal claim, I’d like for any potential customers or Purple that if anything goes wrong with their beds, Purple will try to get out of their warranty claim. We’re extremely disappointed with this company/brand.

  

  Business Response

  Date: 10/25/2023

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

• Initial Complaint

  Date:10/17/2023

  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 Purple mattress 8 years ago, about a year ago it started to sag when laying on it. There's a gel grid in the mattress and you can feel it actually collapse under you losing all support in a few areas. I called to start a warranty claim (within the 10 years) and they want me to take pictures of the mattress with a broom across it to show a dip, but you can't see it unless there is weight on the mattress. Called in and was told to use a water jug to demonstrate the dip. I sent pictures and keep getting the same "send a photo with a broom" response. They're saying they can't accept the photos with the water jug, which their rep asked me to take. When I call they're understanding but they keep referring me to the warranty department I'm working with via email....who keep sending me the same response. They're saying the warranty only covers a visible inch or above of a dip but this is unacceptable. The whole grid collapses, making you feel like you're laying on a water bed or an air mattress. Zero support. The cover is also torn and shredding, leaving little white fuzzies all over. I would like my warranty honored, and to pay for an upgraded size for a new mattress.

  

  Business Response

  Date: 10/20/2023

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

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20742637
  
  I am rejecting this response because:

  They denied the claim

  Purple absolutely wasted our time. The warranty claim was denied because of staining, when the complaint was loss of support. The staining (from sweat. Because the mattress sleeps very hot) was visible in the very first set of pictures we sent, but we were asked for an additional four sets of pictures that showed exactly what we needed; two dips that are 1 inch or above as shown with a ruler. Why ask us for multiple sets of pictures when you already know you're going to deny the claim?

  I still have not gotten a response as to why a rep asked me to take pictures using a water jug when they wouldn't be accepted. 

  We got told different information every time we called or emailed. Train your staff better and dont offer a 10 year warranty if you wont honor it. 

  
  
  Sincerely,
  
  ********

  

  Business Response

  Date: 11/06/2023

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

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20742637
  
  I am rejecting this response because:

  Yes, Purple did contact us again to confirm they would not be honoring our warranty because of sweat stains. They have yet to answer how sweat stains would cause the support of the mattress to fail in multiple areas, one of which is unstained. They have also failed to explain why we were asked to produce multiple sets of photos when the stains were visible in the first set. They knew they were going to deny it then but kept asking for different photos. 

  To any consumers reading this on the fence about a Purple: Please do not buy from them. They will find any reason to deny a warranty claim. It's a 9 year old mattress made of hot material, of COURSE it has sweat stains. 

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

• Initial Complaint

  Date:09/27/2023

  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.

  My mattress does not feel comfortable in my side and I also said it had a stain. I bought the extra warranty for accident. I was deny to get my problem resolved

  

  Business Response

  Date: 10/04/2023

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

• Initial Complaint

  Date:09/23/2023

  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.

  On July 13th we ordered a purple bed with adjustable base. 1 month later we recieved a test about the delivery from AIT worldwide Logistics stating the date they will be able to deliver is 9/16. We thought that was exsessive but went with it. Then we get a text on 9/15 stating they can not deliver the 16th and will need to do it 23rd. We said ok and then on the 21st they texted again and stated they will not deliver on the 23rd but can 22nd. We said we work and if they have to on the 22nd it will need to be after 2pm when we get home from work. They said no it will have to be 8am b/c they have our bed on the truck. We said no we can not. So they said ok for the 23rd. On the 22nd they texted us and said they wont deliver it the 23rd and said it will be the 30th. We said NO, it MUST be delivered on the 23rd. They said ok. Then on the 23rd at 3pm they called and said they can't deliver it but will try to reschedule it for the 30th. That is absolutely unacceptable! We literally have NO bed b/c we had someone come and get our old bed. This is ABSOLUTELY horrible customer service! For the price of this bed and frame is so expensive and then to have to wait well over 2 months for the bed is just awful! I am ****** bc we could have bought the same bed from Mattress firm like our neighbors b/c the got their bed within a week.

  

  Business Response

  Date: 09/26/2023

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

• Initial Complaint

  Date:09/22/2023

  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.

  On September 8th I filed for a warranty claim on my mattress. On September 20th I received the following:********** (Purple Innovation, LLC)Sep 20, 2023, 4:44?PM MDT Hello *****, My name is ****, and I was asked to review your current warranty claim on order #######. We will not be processing your warranty due to the discrepancies in the photos and customer information. Please be aware that providing misleading information, withholding information, or otherwise trying to receive a refund or a warranty for a product that is not yours voids any further purchases, returns, or warranties with Purple. If you have any questions, I will be available to answer them. **** Y Purple ************* ************ Im not sure what is being implied with this language, but due to the overall vagueness, purple does not stand behind their warranty. *****

  

  Business Response

  Date: 09/22/2023

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

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20641010
  
  I am rejecting this response because:
  They have not reached out to me. I am still pending a better explanation as to my I am being denied. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/04/2023

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

• Initial Complaint

  Date:09/21/2023

  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.

  Mattress cover has seams that do not align. Filed a claim and was told due to a customer information discrepancy that the claim is denied. Ive provided ample info and documentation.

  

  Business Response

  Date: 09/22/2023

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

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20637511
  
  I am rejecting this response because: They have not contacted me since the orginal messsge I received when they had denied my claim. What they are stating is simply not true. 

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

  

  Business Response

  Date: 09/27/2023

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

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20637511
  
  I am rejecting this response because:

  im not sure if being denied without any real reason as to why could hardly be considered working thru a resolution 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/28/2023

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

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20637511
  
  I am rejecting this response because:
  right 
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/28/2023

  Purple states that they are working through a resolution, however the only correspondence I have received from them has been them stating that they are denying my claim and refuse to validate as to any reason why. This matter feels unjust. 

  

  Business Response

  Date: 09/29/2023

  The warranty team has explained why they are denying the claim. 

• Initial Complaint

  Date:09/18/2023

  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.

  Ordered a split king which is essentially two Twin XL mattresses. We received two mattresses labeled as Twin XL. However, they are not the correct length. They are supposed to be 80 inches long. The mattresses we received are only 76 inches long. We request a warranty replacement which took a very long time to get processed. They then sent out replacement mattresses which had the same issue. They are labeled as Twin XL yet they are clearly just Twin length mattresses. The warranty delivery team advised us to refuse delivery and reach out to purple. Which we did. Unfortunately no one we have been able to reach had been able to definitively resolve this issue. Somehow purple labeled a bunch of mattresses incorrectly. The local wherehouse discovered that all the ones they have in stock potentially have the same issue.For the price of nearly $5000 I would expect some better customer service. I would like ****************** to send us the correct mattresses that were ordered.

  

  Business Response

  Date: 09/22/2023

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

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20623448
  
  I am rejecting this response because:

  At this time nothing has been resolved.  Purple has reached out to me and asked for order info.  That is all.

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

  

  Business Response

  Date: 09/27/2023

  The replacement order is being processed. 

• Initial Complaint

  Date:09/09/2023

  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 placed a paid order for a Purple Split King Adjustable Bed Base on 8/17/2023 (order number *********).
  
  On 9/1/2023 @ 230pm I received a text with a scheduled delivery date of 9/8/2023, I confirmed the delivery by following the instructions in the text 2 minutes later @ 232pm. I reconfirmed the 9/8 delivery again later that night @ 933pm.
  
  On 9/4/2023 @ 1215pm I received a text with a different delivery date of 9/11/2023. I was not happy about the reschedule, but I was understanding of whatever need they might have had to reschedule. I confirmed the rescheduled delivery 2 minutes later @ 1217pm.
  
  On 9/7/2023 @ 153pm I chatted with Purple support (Kassandra) asking why there was no update to my order status, and seeking to confirm the delivery date. Kassandra researched my order and CONFIRMED the delivery was scheduled for 9/11/2023.
  
  On 9/8/2023 @ 515pm I received a text with yet another deliver date, this time 9/14/2023. I immediately called, and after speaking with a representative they were able to confirm that the 9/11/2023 delivery was still available and was confirmed for me.
  
  Today 9/9/2023 I get several phones calls telling me that the delivery on 9/11/2023 will not happen, and that it will be moved to 9/14/2023. This is unacceptable, I keep making arrangements to be home for this delivery yet it keeps changing.

  

  Business Response

  Date: 09/14/2023

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

• Initial Complaint

  Date:09/08/2023

  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.

  We were not happy with the $8500 mattress & $3500 frame and decided to take advantage of the return. The mattress return has gone smoothly BUT what we were not told at the time ilof purchase (brick and mortar Purple store) is that the FRAME ($3190) is NOT returnable/refundable. A metal, easy to clean frame. Why would a frame not be returnable. It is easily reset and cleaned - more so than the mattress. Customer service said it was "due to the nature" of the item but no one was able to explain what this actually means. We no longer have use for these 2 twin XL frames that were used for all of 21 days. I feel like within a month of delivery it should be returnable, a restocking fee would be acceptable although not preferred.

  

  Business Response

  Date: 09/14/2023

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

• Initial Complaint

  Date:09/08/2023

  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.

  Purchased split king Premier Hybrid 4 on 09/14/2022. We are 2 adults weighing <200lbs. Both beds have sagged in less than 8 months of use with more then 4-5" of sag. We attempted to resolve the issue with Purple, but their only option under warranty is to replace the bed with the same type of bed. A review of complaints online show that early sagging is a known issue with thier beds. We are opposed to receiving the same bed since the sagging issue has caused worsening back problems and we fear the beds will only sag again. If you don't accept the defective beds, Purple forces you to pay to upgrade to a better quality mattress. This would cost another 2,300-4,000 dollars. For a bed that cost almost 6,000 dollars we find the quality deceptive and being held hostage to pay more for upgrades to be shady business practice. If you search review sites online you will find numerous similar complaints. It is also a challenge to communicate with the warranty department as they limit you to email communication only. This is also shocking for the price point of this mattress.

  

  Business Response

  Date: 09/14/2023

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