Reviews

Review Details

• Review fromkraig k

  Date: 07/18/2025

  1 star
  Very difficult to write this review for something we were really looking forward too as a first time customer of **********************. We chose to do everything in store at the Purple location instead the ****************** in ********. We picked out our mattress and platform and bed frame. We spoke with the store personnel in grave detail about needing a taller option than just the frame and she stated we needed a platform as well. Made the order and everything came out to just over $5,500.00. Received the delivery 4 days later. Put together the frame. Then the 9inch platform and discovered they do NOT fit together like she said. Later found out these are 2 completely different pieces for 2 completely different set **** Frame was $499.00 platform was $599.00 $1100.00 total. Then when we enrolled the mattress it was rock hard and come to find out was not even the mattress we ordered. I called the store and the associate put the mattress down that was next to the one we picked. She admitted the mistake and said she spoke with **************** and they wanted me to keep the wrong mattress for 21 days before I was allowed to fet the mattress I wanted to begin with that was also not my fault that was shipped wrong. I then told her about the frame and platform not being made for each other to be stacked on and needed those picked up as well. I was told there are zero refunds or returns for any and all frames or platforms? So I was sold something by the staff at Purple knowing it would not work and I would be stuck with it. I was also told in order for me to receive the mattress I ordered originally I would now have to PAY $250.00 to have it delivered. I was sold a frame and platform knowing it would not work and I couldn't return it.. then now I had to pay $250.00 to fix the employees mistake of sending the wrong bed. 4 days of dealing with customer service and their management is have at least been able to get the correct mattress delivered.

• Review fromEmily J

  Date: 07/08/2025

  1 star
  Subject: Complaint against Purple **************** - Unacceptable Delivery Experience I am writing to express my extreme dissatisfaction with the recent delivery experience I had with Purple ****************. Despite scheduling a delivery window between 4 pm and 7 pm, I received an unexpected early morning phone call at 6:30 am informing me that the mattress would arrive shortly. The delivery person arrived alone, spoke no English, and lacked a clear understanding of his job responsibilities. This created significant communication challenges and confusion. To make matters worse, my husband, who has undergone back surgery in the past, had to assist the delivery person in carrying the mattress upstairs and loading the old one onto the truck. I am appalled to learn from the driver that he was alone doing the deliveries and the reason why was due to poor pay and fear of being caught as an illegal immigrants. This revelation highlights Purple's unacceptable hiring practices, prioritizing cheap labor over customer satisfaction and safety. As a customer, I demand better from the companies I support. I request a full refund for the delivery services and Purple denied my claim. Purple have lost my business forever.

• Review fromBrandon M

  Date: 07/01/2025

  1 star
  These beds do not hold up. Purchased in 2019 and our bed is not in great shape.Called for help and was told the defect wasn't big enough so it was not covered. My wife has back pain and they seem to just not care about their customers. Do not purchase as they do not stand behind product. I will be looking for a new mattress company.

• Review fromAdam S

  Date: 06/04/2025

  1 star
  Very poor customer service, they do not want to service after the sell. Expect the purchaser to do all the leg work. I got so frustrated by the lack of help that I told the to just come get the bed.

• Review fromKrista R

  Date: 05/16/2025

  1 star
  I am extremely disappointed and frustrated with my recent experience. I feel misled and taken advantage of by the companys deceptive sales practices and lack of transparency regarding their return policy.I placed an order totaling approximately $8,000 for beds and frames. Prior to purchasing, I was explicitly told I had a 90-day window and that everythingaside from pillows and mattress coverswas fully refundable. Based on this assurance, I proceeded with the purchase.Shortly after receiving the items, I realized that one of the bases and mattresses was the wrong size. I had mistakenly believed my previous mattress was a California King, but it was actually a standard King. I immediately contacted the company to report the issue and request an exchange. The items were completely unused and in brand-new ************ my surprise, I was told that the base was not returnablesomething that was never communicated to me at the time of purchase. This was a complete contradiction to what I had been told. Given this misinformation and lack of transparency, I decided to return the mattresses instead, as I no longer feel comfortable supporting a business that engages in deceptive *************, I am being told that I must pay $300 in return fees for the mattressesagain, something that was never disclosed to me. I was clearly promised a 100-night free trial and full refunds on all items except pillows and protectors. Nowhere was a return fee mentioned.This experience has been incredibly frustrating, and I feel deeply misled. I am requesting at minimum to exchange the California king base and mattress for the king size or a full refund for both mattresses without any penalties or fees, in alignment with the original terms I was promised at the time of sale.because I cant use the base with a king bed which Im going to have to purchase.

• Review fromSa L

  Date: 05/15/2025

  1 star
  I purchased the Purple Ultimate Seat Cushion and it is functionally defective. Within five minutes of sitting, the cushion constantly slides out of position, making it completely unusable. Youre left having to stand up and readjust it over and over just to sit normally. It doesn't stay put on ANY chair, and no one with a functioning spine would consider this usable let alone "premium." Because of the excessive amounts of sliding I spent hours of my time trying to fix this issue, and $100+ of my own money trying to fix this, buying velcro, buying straps, buying INDUSTRIAL STRENGTH velcro, nothing worked, this thing slides around like it was at a Diddy Party before they shipped it to **** went over the arbitrary 1 month "trial period" all because I made the mistake of giving this product and this company a real chance before trying to return the product. That was a mistake I deeply regret now.When I reached out to customer service, they were smug, dismissive, and robotic. I was bounced around and eventually told to do a "warranty claim" My issue wasn't ever regarding "warranty" the product is fundamentally broken, warranty doesn't fix that. Their warranty process is intentionally overcomplicated in an attempt to deter future customers from doing it, and they even make you send a picture with your full name and order number, again all in an attempt to make the process as drawn out and overcomplicated as possible.The fact of the matter is, Purple sells bad products, and that's okay, not every product is for every person, the problem is, Purple hides behind vague, manipulative language and deliberately difficult warranty procedures to block any and all returns. They know their product doesnt work and instead of addressing that, they waste your time with corporate deflection.The fact of the matter is, Purple sells bad products, Purple hides behind vague, manipulative language and deliberately difficult warranty procedures to block any and all returns.

• Review fromJesse C

  Date: 04/17/2025

  2 stars
  Stay far away from Purple mattresses. Their customer service is lacking if there is an issue and their new style of mattress is extremely uncomfortable. This is coming from a real customer that spent real money and when their mattress began to break, they were quick to get out of our relationshipWhile the original mattress I had was good until the quality began to fail, their replacement options had changed and for the worse! The mattress is so uncomfortable that I sleep extremely hot every night and my neck hurts every single day/night. Do not buy from this company! Theres plenty of alternatives that I assure you will give you a better sleep.

• Review fromChristina K

  Date: 04/14/2025

  1 star
  Their 100 day risk free return policy is ridiculous. You have to be able to lift 187 pound mattress and take multiple view picture of it with a sign that you have to make. After that they tell you what percentage of the money you paid that they will refund . But not until they send you through a sketchy 3rd party company for pick up. Sharetown makes you spray paint the word trash across your mattress and take more photos. Then Sharetown passes it off to another sketchy 3 rd party company called Load Up. They come to your home with no ID and you have to take more pictures of them loading the mattress. Try to send them to 2 different companies. For people with no help lifting the mattress to take these photos or without a smart phone this process if very difficult and frustrating. I would not recommend Purple their customer service if terrible and their return policy is not clearly stated. Its a difficult lengthy process. A nightmare!

• Review fromRocio Y

  Date: 03/24/2025

  1 star
  the warranty they sell with the mattress is not real. I have a problem with my mattress. I called the warranty department and they denied my claim.

• Review fromAna W

  Date: 03/07/2025

  1 star
  Purple has good products, but be aware of their website UX and refund process. Between ordering 2 sets of king size sheets, I used the feature of "add a mattress protector" and instead of adding a protector of the same size as the sheets (as one would expect), the system added a California King one. I didn't realize that's what it was added to my order until it arrived at my place. I checked the invoice and yeap, a California King protector was added instead of a King. Of course I had to return it. I had to search how to return an item on their website as it is not a simple process. PLEASE NOTE:- You are responsible for return costs (it ate around $20 off my refund)- I NEVER got the refund as described in the return process (around 2 weeks after they received the return).- I only realized that the money was never credited back almost 3 months after they received the item. - I followed up via email to get an update and did not get a response at all - I finally called after one week of following up via email and got someone on the phone to help track the item which they were unable to until they got a hold of the warehouse. They promised that the refund should appear on my account within ***** hours. Ok, I waited 48 hours.- I called the next day after the 48 hours, the agent confirmed they started the refund process that morning which I don't think it was since I only got the refund email AFTER the call was done (which leads me to believe it was actually the agent who moved things along).Takeaways:- Do your research about Purple before you purchase it. Their return process is horrible. I wasted so much time trying to get my money back and had to pay return shipping. The purple stores will not take online purchase returns.- Call. Email got me nowhere.- Review your order carefully before you hit place order - if you have a return, follow up as soon as possible after the deadline is over. You lost a customer ********************** and won't be recommending your products.