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:01/23/2025

  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.

  I have had a purple mattress for quite sometime, and while I was doing my best to give it a chance, I have not been happy with it. They claim that the Original Purple Mattress will help you sleep cool, but I always sweat when I am sleeping on the mattress. I have had to resort to purchasing a water cooled bed cooler from Chilipad by Sleepme in order to sleep well. I like the comfort of the mattress, but I can not sleep directly on it. I have been lied to by many of the advertisements that Purple likes to put out, and directly on their website about how I can sleep cooler. Compared to other mattresses I have slept on, the Purple mattress is much hotter. I have been falsely advertised to, and purple continues to falsely advertise their Original Purple Mattress as being able to cool you while you sleep.

  

  Business Response

  Date: 01/28/2025

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

  Customer Answer

  Date: 01/30/2025

  
  Complaint: ********
  
  I am rejecting this response because: My requests are not being met. I have suggested settling for just the Purple RestorePremier Hybrid Mattress in the queen size as well as the Purple Premium Plus Smart Base queen size to go with it.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/13/2025

  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.

  Purchased their Purple Premier 4 Mattress Dec 28th, 2021 from Mattress Firm in Euless, Texas. In November I noticed that the mattress started coming apart on the sides. Looked up online, this is a known issue on various websites, Reddit, Google, there is even a pending class action on this. I sent in a warranty report to Mattress Firm and it was approved to get credit for replacement of $3689.00 I go to a Purple Store in Southlake, Texas to see what products are available, The Purple 4 is no longer made now you have to buy a Purple Restore Premier which is $4395.00 of $706.00. Even the sales person at Purple Southlake said the side of the mattress is known issue. The credit from Mattress Firm is only good at Mattress Firm, and was told buy them I have to cover the difference even though there was a product change, and you can not get like for like. Since Purple built the product, acknowledged there is defect both in person and their call center over the phone, they need to cover the difference or work with Mattress Firm to give me my money back. Its not right to buy a product, they offer a 10 year warranty, it to last only 3 years, then in order for me to use the warranty to correct a manufacture defect, me to cover the difference of $706.00. Case number with Purple is *********02-002047 Cameron in the warranty dept at Purple says its not their problem, that I need to go to Mattress Firm who is telling me I need to go to Purple. I agree with Mattress Firm they just sold it, they didnt build it. Bad business ethics by Purple to do this to an consumer. I am ready to go to the FTC and the Texas AG about this issue.

  

  Business Response

  Date: 01/22/2025

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

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22806809
  
  I am rejecting this response because:no on from Purple has reached out to me. I have been put off to the retailer. But Purple owes me the difference in which I paid since it’s their fault product. 
  
  Sincerely,
  
  Jason Portilla

  

  Business Response

  Date: 01/27/2025

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

• Initial Complaint

  Date:01/13/2025

  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.

  We purchased our Purple mattress in 2021. We fairly quickly noticed that the mattress was sagging and got it replaced under warranty. The replacement seemed better, but after a few months we began waking up feeling extremely stiff and uncomfortable. This has worsened over time, to the point where we are now purchasing another mattress. One side of the mattress is also buldging and we were going to file a warranty claim for this issue. I'm visually impaired, and the warranty claim requires photos, so there was a delay since I have to coordinate time with my wife to assist with this, and we work opposite shifts. However we tried the current version of our mattress in a store and don't like it at all. The pillows are now also extremely flat, the protector is worn in several spots, and the sheets have started fraying in a lot of places. We are extremely disappointed as we spent quite a lot of money on this mattress. If possible we would like a partial refund as compensation for the issues we have experienced, especially considering that we are now needing to replace this with another new mattress after only 3 years.

  

  Business Response

  Date: 01/22/2025

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

• Initial Complaint

  Date:01/11/2025

  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.

  Purple has engaged in questionable business practices and has been saying one thing on phone calls and another in writing. We recently upgraded a mattress through purple on a warranty upgrade offer. While in the upgrade process we tried to visit a local store to test only to find out Purple had recently closed that store. Then our warranty sent an automated email that if we did not act within 48 hours we would lose the option, so we made a rushed decision to upgrade to the Restore Plus firm without having the opportunity to try it beforehand. We received the new mattress on October 28, 2024 and quickly determined that it was far too firm to the point of aggravating medical issues that I and my wife both have. After waiting the required 3 weeks per policy to request an exchange, we requested to exchange for the same mattress in the soft version. This is where we began receiving mixed messages. On the phone we were told that warranty replacements are not subject to exchanges, but because this was a new style (upgrade) that it should be ok. I would add that the no exchange policy was buried in our emails and that felt deceptive from the start. The person we spoke with on the phone was helpful, but then when we filled out the form provided we were quickly rejected. We called again, the person was helpful, but when we filled out the form the response was the opposite of what we were told on the phone. We don't want a refund we just want to swap for the soft version of the same mattress. Previous to this we've had great experiences with Purple but this has been a physically painful process. We just want to exchange the mattress for the soft version as the hard version has caused serious medical aggravations to the point of my wife sleeping in a rocking chair and couch for comfort, and having to restart physical therapy after 3 years to address issues aggravated by the mattress.

  

  Business Response

  Date: 01/22/2025

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

• Initial Complaint

  Date:01/10/2025

  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.

  We purchased a mattress that developed issues within the warranty period. The specific issue is that the mattress was coming apart. The spec from purple is that there needed to be more than a 1" indentation in the mattress without compressing it, and there are several. I sent photos and all of the required name/order/etc to purple. After ~2 weeks, they got back to me and said my warranty is void due to "negligence". The negligence they referenced was that there was a urine stain on the mattress from my daughter who had a pee accident. The ** *** said I should have used a mattress cover, and the fact the stain didn't "wash out" meant I was negligent, and thus had a void warranty.Two problems with that: 1) You're not allowed to remove or wash the mattress cover, as it would immediately and forever void the warranty. Thus the fact that a stain couldn't wash out is irrelevant and shouldn't be used to deny a warranty claim.2) Other parts of their warranty state that using a mattress cover also voids the warranty.I spoke with a ** *** on a recorded line and asked them about these contradictions in their warranty. He stated that I was correct, and if at any time you have a child that has a pee accident on their beds then your warranty is immediately void. I am losing out $2,700 because of contradictions between 2 sections of purple's warranty. This is clear and obvious fraud, and they will pick and choose whichever part of their warranty they want to deny warranty claims.Please know that I did in good faith offer to dispose of the mattress myself, and come pickup a new one in person to reduce time and cost on Purple. This is because they are local to me, and because I'm not trying to cause undue cost or burden on them. They didn't care about this either.I want them to honor their warranty and exchange our mattress for one that isn't full of indents where it's falling apart (nothing to due with the pee stain).

  

  Business Response

  Date: 01/22/2025

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

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22794584
  
  I am rejecting this response because: the business refused to exchange my product and stood by their dishonest warranty practices.

  The business emailed me and said "Because you spilled/stained your mattress, that is neglect and thus the warranty is void". Even if a quick accidental spill is 6 feet away from any damaged area on the mattress, Purple declares that it is negligence and they shouldn't have to honor their warranty. Lol.

  The ** *** said I should have used a cover. However their warranty is also voided when using a cover for longer than a day or two. I know this via a recorded phone call with their ** ***. The ** *** says you need to "plan for when you'll spill and utilize a cover". Lol. This person must not have kids, and never been a kid. Some kind of miracle.

  Lastly, their ** *** says that because the stain is "irremovable" that it proves negligence. What they fail to say is that you attempt to remove the (zip on and off) cover to clean it, that your warranty is automatically voided as well.

  Thus, they have three different "Traps" for their customers which automatically void their warranty. This is dishonest, and shows that they have written their warranty in a way so that they never, ever, ever have to honor their warranty.

  If purple, or any human being, thinks that a small stain at the head of a mattress will result in a manufacturing defect 6 feet away from the small stain, then they deserve all of the bad PR that could go their way.

  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 01/28/2025

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

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22794584
  
  I am rejecting this response because:

  There is no message from purple. They have not contacted me and are not actually trying to work through the complaint.

  Again, the mattress is coming apart and has multiple manufacturing defects. The manufacturer stated that since there is a stain on the mattress, which is 6 feet away from the defects, that it "proves negligence" and voids the warranty.  

  That is almost as laughable as it is dishonest, but not quite. I challenge Purple to explain why a stain that is 6 feet away from where their mattress is falling apart.....could be related at all. I also challenge them to explain why it matters that a stain is "irremovable", but at the same time attempt to trap their customers into voiding their warranty because removing or washing the cover immediately voids the warranty?

  Purple is lying to both me and the BBB and in doing so, is attempting to use fake / manufactured loopholes to not stand by their product/warranty.

  I only ask that they honor their warranty, and exchange with a new mattress.

  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 02/05/2025

  Warranty has been denied 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22794584
  
  I am rejecting this response because:

  the Same reasons I have already stated. They denied the warranty of a defective mattress because there is a stain on the mattress 6 feet away from where its coming apart. They also state that its its our fault since the stain is irremovable , but also say that any attempts to clean will void the warranty. 
  

  this is dishonest, and theres no way that a small stain 6 feet away from where their mattress is coming apart had anything to do with the defect.

  
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:01/08/2025

  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.

  I purchased the Purple Plus mattress and bed on 12/28. I was supposed to get delivery on 12/31 which was cancelled and rescheduled to 1/7, which was then cancelled again and scheduled for 1/8. However they only delivered the frame not the mattresses and told me they had none in stock. My husband had a liver transplant 10 days ago, so I purchased your bed for his recovery. The delivery got rescheduled 3 times and when it finally got here there were no mattresses, just the frame. He is in excruciating pain, and I have been trying everything to get this handled for him to make his healing process better. Besides that, the *** delivery drivers wanted to charge me an additional $30.00 to take away my box springs. They took my old mattress, but I never knew that was all. Just mattress only removal. I guess I didn't read the fine print good enough. I don't have that right now and purchasing the bed was hard enough. I even offered to go pick the mattresses up at a store and was told that I would have to cancel my order, wait for a refund then go purchase them if I can find the same one. I am surprised they are selling mattresses and it's hard to believe there aren't any available. I know no one really cares what I am going through unless you experience this yourself you would never understand. This has just been horrible. Sad part is I have a frame and no mattress for him. ******** ********

  

  Business Response

  Date: 01/15/2025

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

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22786067
  
  I am rejecting this response because: First I received a message telling me my mattresses were going to come on Monday from AIT so I took off work and they never came, then I receive a ***** alert and was told they were being delivered. Which they did come on 1/15 however they were heavy and bulky and I had to set up the mattress all by myself which I paid for set up. Only thing they set up was the frame. In the meantime because I needed something for my husband to sleep on I went to the *********** Purple store and bought another mattress since I was informed there was none available and he needed something to sleep on after his transplant. My neighbour was able to carry and set up that for me since it's so heavy. So now I have an extra mattress, 2 days lost pay, set up that was only half completed. I would like to be reimbursed for some of this. I ordered in good faith thinking I would receive this product when specified. Also I just received another alert that the delivery company will come on Friday 1/17. So now that means another missed day to have them to finally finish the job. Which means another missed day of work. No time frame given as to when they will arrive. This has become very costly and I regret my purchase at this point. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 01/22/2025

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

  Customer Answer

  Date: 01/22/2025

   
  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:01/04/2025

  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 a Dream Layer pillow on their website on December 3, 2024. I was told 3 to 6 days for delivery and that I would receive an email when it shipped. My credit card was immediately charged. 2 weeks I emailed to inquire about my order. I was told that it would be shipped by the end of the week. I repeated that action the next week. I received a generic email with no explanation and not even an assurance that the pillow would be sent. I suspect that since the pillow was $40 off they want me to cancel my order. I don't usually pay such a large amount for a pillow, but I have issues with my necks so I wanted try this pillow. I thought that Purple was a reputable company, but now I have more confidence in Temu than with them. It is now January 3,2025. No communication from Purple and no pillow.

  

  Business Response

  Date: 01/06/2025

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

• Initial Complaint

  Date:12/23/2024

  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 ordered a DreamLayer pillow on December 1st from Purple’s website. At the time of purchase, the shipping guarantee was 1-2 days, but the item did not ship. On December 12th, Purple sent an email acknowledging a delay and giving a new estimate of up to 5 business days. The item had not shipped as of December 20th, making this delay estimate wrong again. The lack of timely communication for these delays is a violation of FTC rules. I called Purple to cancel and refund my order on December 20th. The company has not processed this refund request as of December 23rd and is claiming they cannot issue the refund without coordinating first with their shipping partners. It is not clear why this coordination needs to happen before the refund can be processed, especially when Purple customer support explained that pillows were still being manufactured to fulfill late orders as of December 20th, so the pillow sold to me as “in stock” on December 1st has not existed and therefore communication with a shipping partner feels like a delay tactic. It is especially concerning that the original shipping estimate was so wrong during the Black Friday sales weekend and that the pillow was in fact not in stock during this time. This wrong estimate convinced me to purchase a pillow from Purple, and Purple waited to notify of the delay until well after the Black Friday sales were over.

  

  Business Response

  Date: 12/23/2024

  Your refund has been procssed.

• Initial Complaint

  Date:11/27/2024

  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.

  Yes I purchased my purple mattress in the year 2020. I also purchased a mattress protector and the purple foundation base. The ******** has a 10 year warranty as well as the foundation base. Since purchasing my purple foundation base I have had to place two separate warranty claims to replace two different foundations bases.. The damage from the bases has compromised the integrity of the mattress and caused a sinking in of the mattress as well as exposed coils.. ******** who is in charge of my warranty claim acknowledges the damages to the mattress and agree that it is possible that it came from the damage bases but she is saying that the claim denied because of stains in the mattress But I purchased the the purple mattress protection and it failed stain product the mattress But the stains did not cause my mattress damage the two documented approved failed bases did

  

  Business Response

  Date: 12/02/2024

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

• Initial Complaint

  Date:11/14/2024

  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.

  I bought a purple 3 about 5 years ago Try to get the bed covered under warranty that is a known problem with the purple 3 model warranty got denied because of a stain on the mattresse I bought that mattress third party so I let it go and decided to buy a new one from the purple retailer I bought the mattress being told that we could try it for 100 days if we do not like it we could send it back about 8 days ago I submitted a return request and the return request got denied because of a discount that the store employee gave us so now I feel like they are going against their word about the hundred day guarantee because of a discount now after spending over $8,500 between the two mattresses I'm going to get stuck with both and a expensive bill I have never dealt with a company that treats customers this poorly this is after getting a few family members to purchase one

  

  Business Response

  Date: 11/22/2024

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