Reviews

Review Details

• Review fromJeffrey K

  Date: 03/29/2023

  5 stars

  Jeffrey K

  Date: 03/29/2023

  Bought a $4800 mattress with free adjustable frame. On delivery, the frame was found to be impractical for our place. They took the return and immediately gave us credit. 95 days later, we didn't like the mattress and began a return. We ate the cost of the 100 buck cover, but because the mattress was clean, they only asked for a picture of the tag and then return was easy and refund was prompt. I WOULD ABSOLUTELY DO BUSINESS WITH PURPLE AGAIN. They are a class act.
  

  Purple

  Date: 03/30/2023

  We are sorry that the mattress did not work for you, but we appreciate your feedback. Please keep us in mind for your future comfort needs!

• Review fromCONNIE R

  Date: 03/24/2023

  1 star
  They don't honor there warranty policy. My sheets were stained at first washing. Worsening after each wash. Seems coming out on one side. They would not honor there warranty policy. Sad as I really like the mattress but as far as the sheets and pillows are very low quality

• Review fromPatty G

  Date: 03/22/2023

  2 stars
  Why a 2? We have a split king. Decided to purchase ones without the warrantee because we knew we loved our married kids purple mattresses (there are 8 total purple mattresses in our family- and pillows). Whats the issue?What we didnt realize is because of the grid and instability if the edges (we have the 4) the mattresses absolutely wont stay together! Weve purchased every trinket out there and nothing works with the grid system!!!Solution; purple needs to design their own gap filler to work with their grid system. We love our mattress but we absolutely hate the gap!!!!!!!Definitely do not recommend using two twin xl for a king unless you dont want to be near your partner meeting in the middle- well then this would be the bed for you! But thats definitely not us. Very disappointed

• Review fromJohn S

  Date: 03/17/2023

  1 star
  Not good. Unclear return policy and archaic return policy too. Consumers are never responsible for return shipping charges, no matter what the policy says.

• Review fromPeter P

  Date: 03/13/2023

  1 star
  Buy another brand, they only last 2 years. They are way over priced for a 2yr mattress. Also the warranty program is a scam to get you to upgrade. At lease temurpedic feels guilty if you water them out and upgrade for free...

• Review fromValerie F

  Date: 03/09/2023

  1 star
  Absolute worst customer service. I wanted to return a mattress, they said they would take it back. They never came around. They never followed through. This was the second mattress I bought from them, and most likely last. They don't seem to care if you have an issue with the mattress after you buy it. After we buy it, the mattress is officially our problem. They don't care because they already have your money. I mean, really, what are we able to do if a company doesn't follow through on their word. Its like their customer service is just there to tell us what we want to hear. But its all lies. I had the most frustrating experience with this company. i feel tricked and lied to. Shame on them for how much they charge for mattresses? Shame.

• Review fromEmily C

  Date: 02/03/2023

  1 star

  Emily C

  Date: 02/03/2023

  I would give zero stars if I could. The buying process was seamless and they even gave me an extra 10% off for being a healthcare worker. Bought the Hybrid Premier 3 king size mattress mid December. It was delivered a few days later. I gave it about a month and developed new back pain and neck pain. I was still within the 100 night worry free warranty and decided to return it. Using their third party company, *********, they arrived a few days later and stated they couldnt pick up my mattress because the cover says Purple Hybrid and my receipt says I purchased the Hybrid 3. Confused I contacted Purple and was given the run around for a week. No one updated me unless I reached out constantly. I learned almost a week and a half later that Purple delivered the wrong mattress and had the audacity to tell me its most likely fraud. I was the middle man between Sharetown and Purple and quite frankly it shouldnt be my problem! I wanted the mattress out of my house at the end of the day. Whats even more baffling to me is that I agreed to pay for a $3300 mattress and a cheaper one was delivered! What if I decided to keep it?? Id be paying for something I never wanted. Purple messed up big time and had the audacity to tell me its most likely fraud. ADMIT YOU MESSED UP.
  

  Purple

  Date: 02/06/2023

  The customer did purchase and received, a Hybrid Premier 3. It was discovered that the mattress was mistagged as a Hybrid 2 during the process of the mattress return. Unfortunately, the research and return process did take longer than expected but the mattress has now been picked up and the customer's money has been refunded. We apologize for our mistake in the wrong tag on the right mattress and the resulting inconvenience to the customer.

• Review fromSabrina W

  Date: 01/07/2023

  1 star

  Sabrina W

  Date: 01/07/2023

  I bought a mattress from purple 4 years ago and it was perfect. I bought a 2nd mattress and frame a month ago. Purple does not tell you they have reduced the thickness of the bed. The quality is poor and the frame squeaks. They tell you to take pictures of the problem. How do you record a bed making noise? The return process is you are responsible for shipping the bed back to them. I spent $3500. My advice is go to a retail store and try before you buy. The guy on the phone from purple said " Changes to our beds were on our blog". He asked you don't follow the blog.?
  

  Purple

  Date: 01/09/2023

  The last contact with the customer was on December 13, ********** was the date her mattress was delivered. The customer spoke to one of our supervisors, who started a warranty claim to replace the mattress, though normally we require a 21-day waiting period to allow time to adjust to the mattress. It should be noted that it can take a few days for the Purple mattress to fully acclimate and "inflate" though it can be used immediately. The agents she spoke with on the phone did review the measurements of the mattress she ordered (Queen) and the measurements are standard throughout the industry. The supervisor and service agent did mention our blog in their phone conversations, but this was not in any way placing responsibility on the customer for reading or not reading the blog, which is on our website and does not require a subscription but did not ask if she follows the blog. The warranty claim form was sent to the customer on December 13, we have not had a response from the customer. We have a 10 year warranty for defects and a 100-night trial period and the customer is still within that trial and the mattress can be returned through March 23, 2023. Purple arranges for the mattress pick up and it is at our expense; the customer does not need to do anything on the return. For a warranty, it is also industry standard to request pictures of any defect. We are ready to assist the customer should she decide to pursue one of those options.

• Review fromBrian H

  Date: 12/28/2022

  1 star

  Brian H

  Date: 12/28/2022

  I received a set of king ****** as a gift. I called Purple and asked to exchange them for a split king. They told me it exceeded the 30 return policy and that I should purchase a new set of ****** from them. I wasn't looking for a refund, just an exchange. They said sorry, there was nothing they could do. My ****** are new still in the box and $200 wasted. Any help would be appreciated.
  

  Purple

  Date: 01/02/2023

  Purple has been in touch with the customer regarding this review.

• Review fromAbi J

  Date: 12/21/2022

  1 star

  Abi J

  Date: 12/21/2022

  The purchasing process was terrible. At first, after I've already added the item I was purchasing into their online shopping cart, the chat window on their website prompted 6 times, urging me talking to their online rep for a special discount. So I spent the time to wait for their online rep. ** it turns out, there was no special discount. It made me feel fooled and wasted my time. And then after going through the paying process, got an email from them asking me to verify my address. The "address verification" form asks for you real name and questions that you'd only be asked when you are applying for a loan or credit check. But I wasn't applying for any loan or installments on their website, I don't understand the kind of "address verification" that they do. It's just suspicious. I went back to their online rep to see if I could just verify my address with them. But nope, you just have to go through that unreasonable form. So I cancelled the purchase. Now it's gonna take them 5 days to refund. Shouldn't have placed that order in the first place.
  

  Purple

  Date: 12/22/2022

  Purple is committed to protecting our customers' personal and private information. One of the ways that we do that is by validating or verifying addresses, phone numbers, etc. This process can be initiated when, for example, the billing address doesnt match the shipping address or there is a new email address being used. We hope you will give Purple another chance; our ******* pillows (and other products) are amazing!