Reviews

Review Details

• Review fromMichael S

  Date: 02/12/2024

  1 star

  Michael S

  Date: 02/12/2024

  I was introduced to Purple through my personal trainer who was measuring my sleep as part of my training and I decided to purchase two standard pillows. I used during the trial period and went to return the pillows to the showcase and was told they would not accept unless customer service allowed and they handed me a business card. I called and they were closed (on the weekends). So I completed the form and waited for my ***** email, which never came. The manager at the showcase told me to purchase the two pillows that would fit my bed, which I did. I even bought my teenage daughter and mother in law a pillow that day. When I called customer service to discuss the ***** label issue, they said it was out of warranty and they would not accept. I did everything they asked and they failed to send me a return label and then blamed me the customer. Do not buy anything from this company as they do not honor their warranties.
  

  Purple

  Date: 03/11/2024

  I am so sorry that you missed the return window. I can see that you were offered one extension but did not get them returned by that date. Please reach out to me if you ever need assistance in the future. 

• Review fromSamantha G

  Date: 12/12/2023

  1 star
  This is my first order with Purple. I ordered the deluxe seat cushion and never took it out of the box (it's brand new). The cushion is too large and I was unaware the return window was so short. Purple won't make an exception to honor the return outside of the return window despite this being my first order (I would have been fine with a credit or exchange, neither of which was offered). To top it off, they suggested I try to sell the product myself "locally". I am a person with a physical disability, therefore, I am not able to frollick around town and try to "sell it locally". This is my first order with Purple, and on principle, I'm returning the second order I made with them because I'm not doing business with a company so inflexible with customers that they won't make exceptions, especially when it comes to a misunderstanding with a customer's very first order.

• Review fromOdette B

  Date: 11/17/2023

  1 star
  Let me start by saying I love Purple. In the last 18 months we've purchased two king size Purple Mattress 3's, a king ***** protector, and several ***** sets. We loved the SoftStretch *****s so much we wanted every bedroom in our home to have them. I was very disappointed when I ordered a set of full size *****s for a guest bedroom in Natural Oat. I know color can be hard to distinguish on line, but since one of your color choices is gray, and since Natural Oat suggests a beige color, I ordered them. I was disappointed to learn that Natural Oat is actually a light gray color, a choice that doesn't work for us. But that's not the most frustrating part. The most frustrating part is that although your website conveys 98% customer satisfaction, that's hard to achieve when the customer has to pay for the return. In this case, I had to pay $28.90 for a set of full *****s. I can imagine what the cost would have been if I'd ordered my usual king size! I understand you can't offer free returns for large purchases such as mattresses, but it seems your prices are high enough to include free shipping when the customer isn't satisfied with a smaller order like *****s. What a disappointment.

• Review fromElijah M

  Date: 11/12/2023

  1 star
  Worst company and worst product ever. Not only does their customer service **** but their products are cheap and way overpriced. Everything I bought from them is super low quality and way overprices. I bought the Purple Mattress, the purple foundation for the mattress, and the mattress protector, the Mattress I bought which I am patiently waiting for them to come pick it up, is thin, cheap, and super soft, they clearly lied to me and sold it to me as medium firm, the Purple mattress is as firm as a wet noodle! It feels like a waterbed! the mattress is very thin when I sit on it at the edge of the bed, it compresses to only a few inches! The foundation is cheap and also not very firm or supportive and doesn't help the limp Purple mattress to achieve any firmness whatsoever! The mattress protector seems ok, but it was $80, I can get a similar product at Wal-mart for about $20. The Purple Mattress people lied to me and deceived me from the start which now it is clear to me that, that is how they do business as a matter of regular course. They are also liars because they told me I could try the mattress out for a free 100 day trial. But free to me means $0, but to them it means $250. So without explanation they are charging me $250 to get my FREE return. I asked 3 times at least and they wont tell me what the $250 charge is for, except that, that is their policy. So be sure its their policy to rip off as many customers as they can with cheap products and poor service. Avoid doing business with these scammers and for a real view of unbiased reviews from real customers, check out their reviews on TrustPilot! WHERE over 50% of the reviews are 1 star!

• Review fromLori F

  Date: 10/29/2023

  1 star
  Bought a purple 4 Nov of 2019. At first we really liked it. Fast forward to Oct 2023 and it is awful!!! My husband has rib and hip pain. I can feel the coils. The edge around the mattress which feels like soft foam has collapsed on the side so there KS no comfortable sleeping on that side of the bed. Also where you lay all the time sinks down and is hard. The grid just flattens and feels hard. Horrible for the money we paid. Never again. Getting a sleep number!!!!

• Review fromBear R

  Date: 10/13/2023

  1 star
  As a former employee of Purple, I had an unfortunate experience at the Short Hills store. During my time at Purple, I personally experienced instances of discrimination and racially inappropriate remarks by the store manager in the showroom. Despite involving HR, no resolution was reached, resulting in premature resignations by several employees. These actions created a hostile work environment, leading to decreased morale & early resignations. It hindered our ability to work effectively & professionally, causing unnecessary stress & anxiety. Despite multiple *************** involvement, the issue was not adequately addressed. HR's failure to provide a resolution and support to employees affected our confidence in their ability to ensure a fair and inclusive workplace.As a direct result of the discriminatory behavior and HR's failure to resolve the issue, several talented employees decided to resign prematurely. This turnover speaks volumes about the company's lack of commitment to fostering an inclusive & respectful work environment. I urge Purple to take immediate action in implementing comprehensive anti-discrimination training for all their ********************** (specifically the store manager), as well as creating a more transparent & effective reporting system for addressing workplace issues. It is crucial for Purple to prioritize inclusivity & make the necessary changes to ensure a safe & fair workplace for everyone.

• Review fromSteven F.

  Date: 10/01/2023

  3 stars
  Where do I begin. I am out $800 dollars for a Purple adjustable platform. I received the wrong size and was told I could not return it. I received a 25% refund leaving me with a Purple adjustable platform. I am not a Purple sales person. Buy from Purple at your own risk, or not. Wish they could make an exception for a senior citizen. We live on restricted incomes. Purple should sell the company to a group who honor returns. So buyer beware.

• Review fromBeth F

  Date: 09/29/2023

  1 star
  We recently purchased (8/24) a California *********************************** Premier mattress from **********************. My husband loves the support he gets for his back. My issue is with Purples quality control, the mattress is 2 inches to short and 2 inches to narrow. After contacting Purple, I was told to start a warranty claim, which we did. The Purple rep told ********************** that a 2-inch variance in size is acceptable. Call me old fashioned but when I spend $3800.00 for a mattress, I want one the correct size. I now have to decide, 1-the rep said they would warranty it ONE time only because the 2 inches is ok, but he cannot guarantee we will not have the same size issue with the new mattress, 2-pick a different mattress through ******, or 3- ***** will give me a discount if I keep the mattress. ,but if we accept the discount, it voids the warranty. No great options. I will have to alter the mattress protector and all the sheets, because they do not fit properly. I hope that by altering the mattress pad it will not void the warranty. **** BEWARE. Do your research, would not have made this purchase if I knew the product was not as stated on their website. I give the mattress a 4 star for comfort, but a NO STAR for the company and it quality control issues Again, I may be showing my age but, in this day and age I expect better.

• Review fromPua H

  Date: 09/25/2023

  1 star
  I bought a Hybrid 3 and a Hybrid 4 mattress. The Hybrid 3 was fine, but the Hybrid 4 is horrible. It slopes down in the middle and separates along the edges. When my husband and I sleep we end up stuck in the middle. We only had this since June of 2022 and it is falling apart. We emailed, called and complained multiple times. I get different people each time that make me go through the entire process of taking pictures and sending them in again. Their customer service is a joke. Meanwhile, my husband and I now have to pay for chiropractor visits while we wait for someone else to get around to get back to us. Each time we are told 10 to 12 days wait. It's been over two months that we have been having these problems with the Hybrid 4 and each time someone else different contacts us vis email. The last person to email us was ******. The last person I spoke to was *** and she said there is nothing she could do, so there is no point in calling. I even offered to take it back to the store so an actual Purple employee could look at the mattress. Still told no. Think twice before purchasing from this company as the pain and suffering are not worth it.

• Review fromRachelle S

  Date: 09/22/2023

  1 star
  Even though I like the mattress and the base, I accidentally ordered an extra bed frame. They would not let us return the extra frame. It was unopened and still in the box and they would not accept a return. We had just spent over $3,500 and they wouldn't let us return a $200 unopened item purchased by mistake. This is just bad business practice.