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:08/30/2023

  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.

  I bought a mattress and a bed frame, the cost of the bed frame is $1999 but I had a discount of $1000, two days after placing my order purple decided to change the bed frame for an even cheaper one, the cost of this base is $1195 when I contacted customer service they told me that they were sorry but they had to change it because that bed frame was discontinued, so I told them that then they had to give something similar to the price, but the representative told me that no, that she understood that if I had a discount of $1000 but that they could not do anything, that a discount of $196 was very good and that they could not give a discount on another bed frame similar to the price I had purchased, that I am now responsible for the product. I pay of total of $4995.48 purple provide false advertisement.

  

  Business Response

  Date: 09/07/2023

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

• Initial Complaint

  Date:08/29/2023

  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.

  My husband and I bought our Purple 3 four years ago. 2 years ago the mattress was replaced because the foam separated from the grid. The mattress was literally falling apart. 2 years later, same problem. Same EXACT problem. I contacted Purple and was told that because there are stains on the mattress cover IN THE MIDDLE OF THE BED it has caused the grid to separate from the foam. My husband is a veteran who has multiple injuries from the ARMY so we did our research before spending $4000. The company has no intentions of replacing the bed. I have sent photo after photo proving there is no way spilled juice caused the bed to fall apart on only 2 sides of the bed? I am hoping they will do the right thing and replace the mattress.

  

  Business Response

  Date: 09/07/2023

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

• Initial Complaint

  Date:08/28/2023

  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.

  6/15/2023 I bought a purple queen mattress and bed frame tonight I got into bed and it collapsed and broke in the center … it was put together by the workers from Mattress Firm in Torrington . My purple mattress is now on the floor. I thought when buying such good quality bed , pillow and comforter that the frame would be the least of my worries.

  

  Business Response

  Date: 09/07/2023

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

• Initial Complaint

  Date:08/26/2023

  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.

  CAUTION - 100 day trial is problematic - We bought a King sized Purple 3 mattress. Purple has a 100 day satisfaction guarantee. The mattress actually caused neck pain, so we called within the 100 day window to return the mattress. Purple was okay about it. But then they connected me with some guy who's job it was to take the mattress away. The guy is a nice guy, but he lives 2 hours away, and it took weeks to schedule the pickup, because he does this part time, has another full-time job, and could only come at 5:30pm. That was fine, we scheduled. But he called at 5pm the day of the pickup and said he couldn't be there until 7:30pm at night, because the boss of his full-time job wouldn't let him leave work on time. I couldn't meet him at 7:30pm that night so I had to cancel. Now Purple tells me I only have 2 business days to allow him to come to get the mattress or my time has expired. I am trying to schedule a pickup in the next 2 business days. Finally, I have no idea how this guy is going to get a 175lb King sized mattress out of my house all by himself as due to my neck, I cannot help him lift it... it is on the second floor... but that is another story and perhaps he has a plan, we will see...

  

  Business Response

  Date: 09/01/2023

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

• Initial Complaint

  Date:08/18/2023

  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.

  I purchased the Purple Tier 2 mattress in 2019. By 2021, the side was detaching from the mattress. I attempted to submit a warranty claim with (Mattress Firm). After attempting to go through the retailer's warranty process I became discouraged and convinced myself the problem wasn't as bad as I'd thought. Fast forward to now the right side of the mattress has failed. There is a gap where a sleeper sinks in to the hole if too close to the edge and falls out the bed. So you have to sleep in the middle or you will fall out. It is very uncomfortable and as someone who is on their feet 12 hours a day I would really like to come home to a comfortable bed. I believed purple was great and have had nothing but problems with this mattress.

  

  Business Response

  Date: 08/24/2023

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

• Initial Complaint

  Date:08/16/2023

  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 purchased a premium King sized mattress from Purple.com on 07/19/2023. The price of the mattress was $4000 (including the mattress cover, sheets, 10 year warranty and premium delivery and set up service). I never received as much as an email confirmation from them. I did receive an email from the warranty company which gave me the order # and this was the only way I could track my purchase. I began contacting them about my the delivery of mattress two weeks ago via email. I received no response for a week then an email with a link to their website. I finally was able to log in. I saw that my mattress was still being "processed". I chatted via their website with a sales person, who told me to contact the service support department later. I tried later and got the royal run around. The person told me he prioritized my order (I don't know what that means) and had me send him my email to reply to and it would go to the delivery section. I did this, it circled back to me (still no response). I contacted them in the afternoon, I was told that my mattress would be delivered on 08/18/23 between 12 and 4, I was shocked as I never received an email or call confirming this and wouldn't be home. The service person said I must have deleted it or it was in my spam folder, I didn't do either. She disconnected me, so I had to start over again with a new person. I told them that I never received a delivery email (or any emails about my mattress from Purple or anyone else). I couldn't keep the delivery date as i can't take off time randomly from my job. He stated he'd fix this and a premium delivery specialist would call me later that day or early tomorrow to fix the delivery time and date. I only have weekends off and told them this initially when I bought the mattress. I'm still waiting for a response and it's well into the next day. It's been a month waiting for this mattress, I can't lose time from work, no consideration at all and now that mattress is on sale for $300 less!

  

  Business Response

  Date: 08/24/2023

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

• Initial Complaint

  Date:08/10/2023

  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 an Intellibed costing almost 5k (which now Purple owns) and it is still covered by warranty. My wife has had back pain for months and has not experienced any pain in sleeping in our guest bedroom and on all her work trip beds, zero pain, it is this mattress. She was seeing a chiropractor 2-3x a week for lower back pain until switching to the other mattress in the guest bedroom. I opened a warranty claim amost 3 weeks ago. After 2 weeks of back and forth communication, taking pictures/ emailing 6 seperate time to prove that the bed is indented and covered under the warranty. Purple has denied our warranty claim, saying that the pictures show different measuerements, it is difficult to hold a tape measure camera and level in place all at one time. Also, it is ridiculous that this is the process for them to honor their warranty. I am exhausted by the process and the customer service rep is completely unhelpful. At this point I would prefer a refund or to speak with someone who will honor the warranty. I am done wasting time and so disappointed in our experience with Purple, for a company that makes all the claims to be customer service based and the Best, I am dissappointed and would never purchase a mattress with them in the future. Be who you say you are and Honor the warranty povided, caring for your customers means when they say they are not sleeping well and experiencing pain as many of the above customers have, should be the #1 reason to SHOW up and serve your customers well.

  

  Business Response

  Date: 08/18/2023

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

• Initial Complaint

  Date:08/08/2023

  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.

  The 3-4,000 purple mattress has a number of issues that I have experienced in the past. The first is the foam that is used and glued to the center structure has failed and there is over an inch or more of collapse down the side of the bed. The second issue centers upon a craterin the center of the bed which sinks in about half an inch. These are ever present. The enjoyable part is that being a side sleeper or when laying on my back I can actually feel the springs coiling into me. I had sent the photos of the collapse in, this is also a known problem, and the order number needed to be in the photo. I am disabled and struggled to get the first batch of photos, purple refused to accommodate me despite everything being tied to one service ticket/order or whatever the nomenclature they use. I requested *** accommodations and was told to find someone to help me. I wish that was the case as I hurt myself the first time taking the photos for the warranty claim. This was not just humiliating but insulting. Purple has all the emails and I can provide anything I have as needed. It is all tied to this email address.

  

  Business Response

  Date: 08/10/2023

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

• Initial Complaint

  Date:08/07/2023

  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 bought a purple hybrid king ******** that was delivered with a spring ripped out and sticking out from the plastic. The delivery driver noticed this before he even brought it into our room. It was still on his truck. I informed him that I wasnt going to take the delivery. He took pictures of it. I called purple and they said they made note of the claim and would send an email. The email didnt say much of anything. I have since called daily to get an update on when we might get our ********. Each time Im told its out of their hands and with the delivery company. We paid **** for a ******** and we are being told they cant tell us anything at all thats its on the delivery company. Cant tell us if a new ******** is being sent cant tell me if they are waiting for the old to be returned nothing. I get zero answers.

  

  Business Response

  Date: 08/07/2023

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

• Initial Complaint

  Date:07/31/2023

  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 started a warranty claim back on July 5th. Its now July 31st and my replacement has still not shipped out. Their warranty claim process is such a hassle considering how expensive these beds are. i wish i would have known.

  

  Business Response

  Date: 08/01/2023

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

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20402194
  
  I am rejecting this response because:
  Im not necessarily rejecting this,  its just pending completion as of this moment. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/01/2023

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