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:04/24/2025

  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.

  November 2020, I bought 2400$ mattress with 10 year warranty. Asked profusely about it. I was never told the COVER only has 2 year warranty conveniently and it cannot be unzipped bc i would not have bought it. They swore I had 10 year warranty. I washed cover bc it has zipper and zipper broke immediately. Integrity of bed is gone, constant back pain, they will not honor their own warranty, didn't even offer a discount on a new bed that is now 6,000$. So they are great while buying but horrible once their product fails. They don't even have zippers any more bc they see it was a clear problem and for them not to take accountability is disgusting and corrupt. Seems like this was the plan. Sell bed, void warranty, then triple price of mattress. Vague answers other than there is nothing we will do. I see on here they lie and say it is being resolved and all the consumers come back on and say that's a lie so they consistently are shady.

  

  Business Response

  Date: 04/24/2025

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

  Customer Answer

  Date: 04/24/2025

   
  Complaint: ********
  
  I am rejecting this response because: their work through is that they don't care. They won't honor their product or their warranty or the new 2 year warranty no one spoke of. 
  
  Sincerely,
  ****** ******

  

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/02/2025

  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 am submitting this complaint regarding my experience with Purple concerning my purchase of a mattress and mattress protector on November 27, 2024, totaling $8,568.56.On February 17, 2025, I attempted to initiate the return process through your website, which directed me to email customer support. After several days with no response, I was instructed to call customer service. During the call, I was sent forms to complete and submit. On February 27, 2025, I returned the requested forms and photos.On March 6, 2025, I received a Return Merchandise Authorization (RMA) and was informed a third-party company would collect the mattress. On March 18, 2025, the agent arrived and collected both the mattress and the mattress protector. As of now, I no longer have these items.After the initial refund was processed for the mattress, I noticed that the refund for the mattress protector was not included. I have since communicated multiple times via email with ********** from the Returns Team. She informed me that the agent did not pick up the mattress protector, asserting it should have been handled separately. However, at no point in the return process was I made aware that the mattress protector required a separate return procedure or form. The lack of clear communication has led to this inconvenience.Each time I request information on how to escalate this issue or resolve it, my requests are ignored. When I call customer service, I am told that only ********** can handle this matter. I followed all provided procedures and returned both items; now, I feel that Purple is refusing to issue a refund for the protector, which they mistakenly collected.I am seeking a resolution that includes the full refund for the mattress protector as it was returned in accordance with the instructions provided to me.

  

  Business Response

  Date: 04/10/2025

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

• Initial Complaint

  Date:03/04/2025

  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.

  Greetings, I purchased a mattress from Purple Innovations, LLC, on December 23, 2024, the company gives you 100 days to try it out. I contacted the company January 13th, due to the fact, the mattress was uncomfortable. I was asked to send pictures of the mattress, which I did. January 29th, 2025, I received an email, from *******, from the Purple support team, stating that they use a 3rd party, to pick up the mattress, the name of the company is **************** will be contacting me within 3-4 business days. I am still waiting, I spoke with ******, from Purple, @ least 2 times. It is March 4th & I'm still waiting for them to pick up the mattress & be refunded the purchase price.

  

  Business Response

  Date: 03/07/2025

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

• Initial Complaint

  Date:03/03/2025

  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.

  Complaint Against: Purple Mattress Store (**********, ****)Date of Purchase: December 29, 2024 Product Purchased: Purple Rejuvenate Premiere Hybrid ********************* Base Issue: Misleading Sales **************** of Transparency Complaint Description:I purchased a Purple Rejuvenate Premiere Hybrid Mattress and an adjustable base in person at the **********, Utah store. The salesperson told me I had a 100-night trial period, leading me to believe this applied to my entire purchase.After trying the mattress and finding it did not help my back pain, I contacted Purples telephone support to initiate a return. I was informed that only the mattress was eligible, not the base. When I asked for a copy of a sales agreement confirming this policy, the representative could not provide one and directed me to the local store.I then spoke with ****, the store manager, who also could not provide any signed agreement showing that I acknowledged or agreed to this restriction. The only documents I received were a receipt and a finance agreement through ****************, with no mention of this exclusion. While I later found this information on Purples website, I shopped in person and was not informed at the time of purchase.This lack of transparency is misleading and deceptive. Had I been properly informed, I would not have purchased the $1,695 adjustable base that I now do not need.Desired Resolution:I request a full refund and removal of the adjustable base. Since no signed agreement was provided, Purple should honor the return policy that was verbally communicated to me at the time of sale.I expect fair business practices and look forward to a resolution.

  

  Business Response

  Date: 03/06/2025

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

• Initial Complaint

  Date:02/26/2025

  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 a travel pillow bundle in December 2024. I returned the pillow January 3rd and the warehouse received it on January 6th 2025. They have processed the returns of the other 2 items of the travel pillow bundle. In their policy, it states Purple processes returns within 14 days. I have contacted purple 3-4 times within the month of January and February (1/29/25, 2/5/25, 2/18/25 and 2/25/25) and their agents have been unable to resolve the issue always placing blame of the warehouse for not processing the return. They have told me they would have someone follow up from the ware house, have the order unlocked by the warehouse and this latest one is correct the "easy glitch within their system." It has been 50 days and counting with no return of my payment.

  

  Business Response

  Date: 02/26/2025

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

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On Dec 5 2024 I purchased two Purple Freeform pillows from Amazon (fulfilled by Purple) for nearly *four hundred dollars.* They were supposed to come with an additional case as the pillows are “adjustable” in the fill. This was a large portion of the reason I chose this style. Neither pillow came with the additional case. I reached out to Purple through Amazon and was told to file a warranty claim online. Upon filing the warranty claim, I did not hear back from the company for a month. They confirmed receipt of the warranty claim online December 16 (at my request) and it was not until I contacted them again on January 14 2025 they were able to provide me with an acknowledgment they were shipping new pillows as they could not ship the cases themselves. I accepted this offer and requested to move forward. I was given a new order number, and told I would receive a notification upon shipment. It is now February 26,2025 and I have made contact with 4-5 different people in an attempt to check the status of the order. I’ve been told varying stories such as it’s waiting on the dock to be picked up by UPS, that it hasn’t yet been prepared, and that it hasn’t even started processing. Once my order was confirmed and items completely different were listed as pending shipment. According to the automated system, the order for two new Freeform pillows (hopefully with the additional case) has been in “processing” status for over a month. I have reached out multiple times just looking for any answer, and am shuffled from person to person with zero progress. I intended to purchase additional items, but I have yet to receive what I paid for in December. This is a link to the item. **********************

  

  Business Response

  Date: 02/26/2025

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

  Customer Answer

  Date: 02/27/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  It offers nothing in regard to if or when anything will be resolved by the item being back in stock. Amazon shows they have a different size of the same pillow in stock currently. I requested they either fulfill the obligation with a different sized pillow so it may be received immediately, or refund the entire purchase price.  Having no knowledge of when it will be back in stock does not help me in any way. 
  Here is the amazing listing showing other sizes in stock. **********************
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 02/28/2025

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

  Customer Answer

  Date: 03/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: No response was provided. Only a message from Purple saying they are working with me toward a conclusion. Purple in no way addressed my concern, message, or last request to close this case. 
  

  I’ve been pushed off one week at a time for nearly the last 3 months. 
  I do not accept a 25% refund in trade for waiting for an unknown restock date. 
  I did not receive what I paid for, nor have I received what I was offered in exchange. 
  

  I again am giving the option of a different size set of in stock pillows with additional cases, or a full refund. 
  I do not expect a full refund and new pillows. I would like to be finished with this transaction. I would like a different sized set of pillows, or a full refund so I can close this case and conclude our business together. 
  The next step is to dispute this charge with my credit card company, as I paid for items I did not receive and I’m feeling scammed by this company. 
  
  
  ********* ******

  

  Business Response

  Date: 03/05/2025

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

  Customer Answer

  Date: 03/06/2025

   
  Complaint: ********
  
  I am rejecting this response because: PURPLE HAS NOT BEEN IN CONTACT TO OFFER AN ALTERNATIVE, and once again is making false claims. 
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 03/07/2025

  Customer has been fully refunded. 

  Customer Answer

  Date: 03/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello, I purchased a mattress from Purple back in May of 2023. After sleeping on it for a year we noticed a dent in the mattress that made it impossible to sleep in without sinking in the middle. We have submitted multiple warranty claims that were denied. The first was the “divot wasn’t more than 2 inches.” When the pictures we provided clearly showed it was. The 2nd claim was just denied due to the mattress that has been documented with tags matching.. because it is in our basement now and seems to be “two different mattresses.” I am seeking to have my warranty claim fulfilled by purple and receive a new bed under their warranty.

  

  Business Response

  Date: 02/25/2025

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

  Customer Answer

  Date: 02/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have fulfilled the warranty claim and there is no longer a need for the complaint. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/18/2025

  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.

  Received a defective mattress and base. Purple will not address issues and will not accept return.

  

  Business Response

  Date: 02/25/2025

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

• Initial Complaint

  Date:02/16/2025

  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 ordered two king size Dream layer pillows on December 31, 2024, costing approximately $408.74 for this transaction. Purple immediately took the money out of my account and I received a confirmation email. Per the email, the shipping was estimated to take 4-5 business days. On January 10, 2025, I called customer support and spoke with ******* Per ******, Purple operates under a “7-10” day order fulfillment standard. With the recent holidays, she stated Purple was still within this timeframe and no remedies were offered at this time. My husband called again on January 16, 2025. He was told by ********* that there had been a high demand for the Dream Layer pillows over the holidays and their warehouse was out of stock. Per *********, their warehouse was going to receive stock on January 21, 2025 and our order would be fulfilled on that date. Once again, no email or shipping notification was received as promised by Purple. My husband and I have been following up with them weekly. We have also spoken to two supervisors to no avail. Our last communication with a Purple supervisor was on February 11, 2025, and we were promised fulfillment of our order no later than February 14, 2025. As of February 16, 2025, we have still not received a shipping notification or fulfillment of our order.

  

  Business Response

  Date: 02/25/2025

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

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have been dissatisfied with many aspects of my Purple purchase experience. I wanted to purchase a Purple mattress and worked with an associate online to do so. The automated website and chat prompts even encourage people to work with an online associate to unlock exclusive offers. I did so and he indicated that my purchase would qualify for free pillows. However, I was unable to proceed as he indicated that he was not able to include the Extend warranty product I wanted to also purchase. However, other associates seemed to think it was possible to add this to the customized cart while the initial associate and others indicated that it cannot be added from their application. All said, it was very confusing and the lack of and/or inconsistent knowledge of the staff was very off-putting and meant that I could not order/receive the complimentary pillows with purchase if I wanted the warranty product. Then, on the day of delivery, I was not sure if it had been confirmed and hadn't received a confirmation but was unable to reach anyone at Purple in sales as apparently they do not work at that time. I was also unable to reach anyone from the delivery contractor as they only had a voicemail and no one answering the phone. The mattress did show up but overall, I am disappointed by the purchasing, customer service, and delivery experience and I am not sure what this means for future interactions with the company if I have any other issues or concerns.

  

  Business Response

  Date: 02/24/2025

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

  Customer Answer

  Date: 02/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **********