Reviews

Review Details

• Review fromAlysia B

  Date: 02/12/2025

  1 star
  ************** Ever to deal with, THEY DO NOT CARE about the customers at all, nor do they care to stand behind the product that they sell. THEY DO NOT HOLD THE WARRANTY as stated. I purchased a Purple Mattress through ****** ********* as the floor model they told me it did not hold the ****** warranty but would still hold the Purple 10 year warranty. I paid thousands of dollars on this mattress feeling good that the purple warranty was in place. I bought this mattress at the end of Aug Moved into a new home mid September and since day one the mattress has sunk in the middle and only gets worse as the night goes on. We have tried everything to attempt to make it not sag in the middle. I used to be 100% on board with the purple products I loved our older mattress and we also have the pillows and seat cushions. Our older purple mattress was amazing we loved it and had no issues with it ever sagging in the middle. We upgraded into a larger bed size and wanted to upgrade our mattress. Once we gave it a few months we finally decided that there was clearly something wrong with this mattress as our other ones never had this issue we contacted purple and was told that because we purchased it through ****** we had to go through them and then ****** told us the same thing we had to go through purple this is now months of going back and forth and no one wants to stand behind the product. I have sever hip and lower back pain from this mattress now that we have been using it for a few months and its getting worse every day, Its almost better to sleep on the floor most days than on this mattress. When I sent the information to Purple they basically told me to kick rocks and there was nothing they could do. I later found out that the mattress was being discontinued which tells me they clearly know there is a problem and dont care to do anything about it when someone spends money with them they collect it and move on! Extremely disappointing

• Review fromKiel H

  Date: 02/09/2025

  1 star
  Very dishonest company that refuses to stand by their products Warrenty. They tell you one thing then proceed to do another and deny warrenty claims for asinine reasons. Purchased a hybrid 2 mattress in December of 2022. Began falling apart and becoming uncomfortable after a year. When I called in and spoke to a representative he insured me it was covered under the Warrenty and asked me to take pictures of the damages. Even going as far to ask me if the foam was separating on my he sides. Which would be impossible to discover unless you removed the zippable cover. When the pictures of the damages are taken and sent they deny the claim and said that you shouldnt have removed the cover. I will be taking legal action against the company and strongly suggest not doing business with them.

• Review fromJohn N

  Date: 02/06/2025

  1 star
  Horrible, horrible company. They'll sell you a very expensive mattress that falls apart, and then use the dishonest warranty language to deny any warranty claims.We spent ~$3,000 on a mattress in 2022. In 2024 it started falling apart due to poor construction. We sent them photos, and since there was a small stain in the photo they said we were negligent owners. Never mind the fact that the stain was ~6 feet away from where the mattress was falling apart.They have crafted a warranty that means they will never have to stand by their products. I will never do business with Purple again, and I encourage everyone else to follow my lead.

• Review frommichelle S

  Date: 01/08/2025

  1 star
  I ordered a pillow on Dec 11, and now it's January 8 and still no word on when the pillow will ship. This wouldn't be so bad if the company acknowledged shipping delays on their website or didn't boast of 1-2 day shipping. I have received two generic emails, each time saying shipping was delayed 4-5 days, however it has still not shipped even after both of those emails. I have spoken to customer service twice, without any new information. Had I known this was going to be such an issue, and so little information or transparency I would not have bought a pillow off this website. I plan to cancel my order soon if something does not change.

• Review fromLisa M

  Date: 12/30/2024

  1 star
  Terrible customer service f you actually want to return an item. First, you cannot return a frame. This fact is not at all obvious on the website. Second, if you want to return a mattress they stone wall you every step of the way. I have been trying to return a mattress and have called three times and spoken with lovely support people but nothing moves forward. The return process is multistep and there is a huge lag between steps as they try to convince you to keep the mattress. I am still waiting to be able to return my mattress after three calls and multiple emails. It is the Hotel California of retailers - You can return your mattress any time you want but it will never leave your home and thus you will never get your ********* clarify, I used chat help to purchase my frame and mattress to make sure they were compatible. The mattress slides off of the frame. the frame cannot take a headboard - the only frame they sell that cannot take a headboard. So since I cannot return the frame (lost money) I am trying to return the mattress since the bed does not work. Unbelievable! How can they have an A+ rating with the BBB?

• Review fromDena G

  Date: 12/30/2024

  1 star
  Buyer beware!!Charges your card prior to processing and then took over 10 days to ship. In fact order was placed on 12/13/24, card charged on 12/16/24. Contacting customer services on 12/30/24 and was told that they will start to ship orders this week. Huh? What does that even mean. Requested a refund to be told I would see an email confirmation of the request in ***** hours and then it would take 5-7 days before I get a refund. Honestly, not a good business practice and wont ever do business with this company again!

• Review fromKazi A

  Date: 12/06/2024

  1 star
  Poor customer support. I ordered using help from a chat as I needed to place the order on hold, however despite the agent assuring me that the item will be held for 4 weeks they decided to ship it within two days. When I reached out to them, they say they cannot help or do anything and I will have to work with *****. Now I have to pay to reschedule my delivery because purple lied to me. I regret ever ordering from purple and now I will actively ensure no one I know orders anything from purple. No matter how good a product might be, it doesn't matter when you lie and cause issues for the customer. ******** customer service is much worse than just having sub par products. For the amount of money I am spending on them, I would have expected better from them.

• Review fromKim M

  Date: 11/27/2024

  1 star
  I purchased a purple premier 4 mattress in aug. 2021, it was a wonderful cloud like plush mattress that we absolutely loved. We loved so much we recommended many friends to purchase this mattress. About 2 years later the sides started separating from the grid- we put up with it for a year because the mattress was wonderful. We recently visited a purple store to inquire about this issue. We were told this is a manufacturer defect and it will be replaced under warranty. We were so excited, because again - we loved this mattress. The warranty was approved and I was given the option of an equivalent mattress replacement since they no longer make my original mattress or I can upgrade to a more expensive model for an additional cost. They suggested I visited a store to try out my options, but looking at the paper they gave me, and realizing I didnt have another 1000+ to spend we opted for the equivalent mattress. I was assured that although the mattress looked different it would have the same feel. When I received the mattress, this mattress feels NOTHING like my original mattress. My mattress was plush/soft and this mattress is firm and even states firm on the tag. I called customer service and they have claimed there is nothing they can do for me. I asked to speak to supervisors and they state its an equivalent- how is a firm mattress equivalent to a soft mattress? I am currently waiting for a manager to call me, but their supervisors had told me even the manager can do nothing and and suggested to my husband we try and sell this mattress. This is not acceptable- I am currently recovering from a hip replacement and I cant even sleep in my bed due to how firm this mattress is. If I could give zero stars I would!

• Review fromUriel G

  Date: 10/27/2024

  1 star

  Uriel G

  Date: 10/27/2024

  As a truck driver the purple seat cushions are the best. I figured their mattress would be as well. I was wrong. One month in our mattress is sagging and Im only home on the weekends. Do not buy
  

  Purple

  Date: 10/29/2024

  We are sorry to hear that you are not loving your mattress! Although we think the mattress is a great product, we realize it may not be right for everyone. We do offer a one-time exchange if you would like to try one of our other mattresses or a free return during the first 100- nights. If you would like to exchange or return your mattress, please give us a call at ************, and one of our well-rested agents would be happy to assist you!

• Review fromBrian D

  Date: 10/21/2024

  1 star
  We bought a Purple mattress and it worked well until it started falling apart. It has a frame that goes around the outside that I guess is glued to the grid. It started separating on the out side on both sides of the bed. Submitted my claim with all the information and denied because of the Frame of our bed! Would not purchase from them again and will be vocal to everybody looking into a new bed.