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:09/12/2024

  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 a Standard Queen-Sized Purple Mattress on December 25, 2023 from Amazon.com (Order #*******************) for $1,018.93 as a Christmas gift for myself. At first, the mattress was great, don't get me wrong. But, for the past couple of months, I have been waking up with tremendous pain. As of about a month and a half ago, I woke up with my right thigh completely numb. I am a right-side sleeper so this only leads me to believe that the mattress is at fault. I since then have been laying on my back just to avoid further complications to my side, and now as of 3 weeks ago, my upper back is feeling numb!!! What gives?! To this day, I am experiencing numbness on my right thigh and upper back, so now I need to look into talking with my healthcare provider to see what needs to be done to resolve this mess caused by a clearly faulty mattress. Anyways, I contacted Purple via email to see if there were any options they could provide me to either replace or refund me for this mattress. I spoke to a representative by the name of "Christopher G." Christopher asked me to send photos of my mattress, mattress tag, and the base that I am using for the mattress. I sent all of this to Christopher, just to receive a response that my claim is denied. I explained to Christopher that I am a full-time first responder who needs good rest to make sure I am well-rested to do my job correctly, and that this mattress is causing a huge deal of pain. Christopher responded by basically saying there is nothing he will do, which makes me as the consumer of a $1,000 mattress feel cheated out. It really shows just how little Purple cares about its' customers, and how they don't back their product when it fails. I am super disappointed, and am hoping for a resolution before I go to my bank and reverse the transaction for this mattress, which I don't want to do since I want to give Purple one more chance to make this right.

  

  Business Response

  Date: 09/13/2024

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

  

  Business Response

  Date: 09/17/2024

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

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22277322, and find that this resolution is satisfactory to me. Purple has agreed to send me a new mattress, and I decided to upgrade to a better model in hopes for a better nights’ rest.
  
  Sincerely,
  
  Jettika Kober

• Initial Complaint

  Date:09/03/2024

  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 have a Bad Back and I got rid of our last mattress because it had a soft spot but was still good. I had a purple mattress years ago and loved it. So i ordered it. After sleeping on for 1 night, my back pain was tremendous and my medication couldnt control the pain. I slept for 1 week and finally had to sleep on the couch as the purple mattress was too much pain for me

  

  Business Response

  Date: 09/06/2024

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

• Initial Complaint

  Date:08/30/2024

  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.

  This thing is awful. Bought because I have back problems, man was that a mistake! It's worse now after sleeping on the ever sinking purple piece of junk. They have a warranty, it asks you if you are interested in giving them even more money for an upgrade!!! I had such high hopes, but am very disappointed. Have turned around, flipped upside down and everything, no matter what, it does the same thing, starts sinking wherever you lay. Am I supposed to get a new one every year, or what? Think of the waste this will create, let alone physically disposing of it. They are not light and you aren't going to be able to get it back to shipping size! Do not buy!!!

  

  Business Response

  Date: 09/06/2024

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

  

  Business Response

  Date: 09/09/2024

  The customer is covered by a 10 year warranty and needs to file a claim. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22219899
  
  I am rejecting this response because:
  Although I retain my right to a claim since this seems to be my only recourse, it will, unfortunately put me in the same place as you, trying to find someone that doesn't know any better to buy this junk.
  Sincerely,
  
  George Brownell

• Initial Complaint

  Date:07/25/2024

  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.

  After owning the purple mattress for 2 years I'm experiencing so many issues. From day one when it was delivered and they opened it it never fully expanded on the corners. After contacting mattress firm and purple I was told to give it additional time to "expand" fast forward this still is an issue and the mattress is now sinking in and morphing. This mattress recently has been causing me additional discomfort and pain from morphing and sinking in as it should as it's not advertised to. This mattress is absolutely the worst mattress I've ever owned. I've never had so much pain and I believe the mattress is causing the excruciating pain. A replacement can temporarily solve the problem but in another year when the mattress begins to deteriorate it's going to be the same thing.

  

  Business Response

  Date: 07/26/2024

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

• Initial Complaint

  Date:07/10/2024

  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.

  TLDR; mom developed debilitating pain after sleeping on Purple mattress, doctor proposed she needs to switch mattress asap. We tried to return the mattress but were rejected even after detailing circumstances. Bought my mom this mattress September 2023. Throughout the 100 days trial, her left shoulders range of motion was continuously reduced. We at first did not pinpoint mattress and tried to eliminate other possible contributors (no more air conditioning, better chairs, etc). Oddly enough, her shoulder felt better and she rested better when traveling/sleeping in hotels. Finally, a doctor suggested it could be the mattress. At this point, mom also had to see a physical therapist and could not raise her left arm more than 40 degrees. But also, at this point the limited trial period for a Purple mattress is over. Ive reached out to Purple many times, highlighting the mattresss potential health impacts. My feedback was disregarded, so did my request to return this mattress.I suggest not risking ones health by purchasing a mattress from a brand with such a limited trial and little regard for its customers wellbeing.

  

  Business Response

  Date: 07/24/2024

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

• Initial Complaint

  Date:07/09/2024

  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 purchased a Purple Premuim 4 Bed in 12/ 2021 costing $3,967. The bed has begun to separate between the outer foam and the springs , purple material. They refuse to back up there 10 year warranty because the bed got a spot on it while moving . I am a 65 year old man on a fixed income , and thought this would be the last bed I ever purchased. The mattress weighs about **************************************************** But due to faulty craftsmanship , I am going to have to attempt to buy another bed. They have since this bed was produced , have changed the beds design to correct this problem. It is a shame that a company advertises how great they are. Only to refuse to correct this when there is a problem. Thank you anything you can do to correct this issue. I don't have pictures currently . But will get you some if you need them to correct this issue.

  

  Business Response

  Date: 07/12/2024

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

• Initial Complaint

  Date:07/03/2024

  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 5/20 I placed an order from Purple. Once I got my items I noticed I was missing a duvet cover. Upon further research, the item was noted to be delayed for 5+ weeks. I waited 5+ weeks to get that item and it never came. I called Purple and they notified me that I would continue to be delayed for another 2 months. As a result of this delay, I canceled the order.I then initiated a return for the actual duvet, since Purple was not able to meet it's commitment on the duvet cover. I see however that I am responsible for paying for the return shipping for the duvet cover.I called customer support and asked to speak to supervisor ******** on 7/3, who insisted that it was Purple's policy that customers must pay for return shipping. However, I stated that there must be an exception given that:* Purple sold me a sold-out duvet cover and took funds out of my credit card * Purple failed to deliver the item in the 5 weeks it stated the item would be back in stock * Purple further let me know that the item would be out of stock for an additional 2 months * Being unable to use the duvet without its cover, I initiated a return for both items in the set * Purple is making me pay for shipping for the return of the duvet, which is part of the 2 item set * Purple is failing to acknowledge that due to the duvet cover continuing to be out of stock, I cannot use the duvet so it must be returned and I should not be responsible for shipping * Supervisor Jaden ** failed to resolve this issue and provide quality customer service as he stated that I must pay for the return shipping I am asking that Purple provide a full refund for the duvet as they failed to deliver the matching duvet cover, despite my patience in waiting for 7 weeks past their 5 weeks claim, and the item continuing to be sold out, yet despite that, Purple charged my credit card on 5/20 for a sold out item.

  

  Business Response

  Date: 07/12/2024

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

  Customer Answer

  Date: 07/12/2024

   
  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.

  The business provided a refund at no cost to me and understood that an exception to their refund policy should have been made given the issues with their back orders.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/29/2024

  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 purchased a mattress in December of 2020. The mattress now has indentations and Purple will not honor their warranty. I have tried to work with them but they require photos demonstrating the defect. However, the way the mattress is constructed will not show the indentations felt as when laying on the mattress. I paid almost 3k for a mattress that has basically lasted about three years (started noticing the indentations in December of 2023). Even though they state there is a warranty, they do not honor their word. All I want is for them to acknowledge this and repair or replace the mattress.

  

  Business Response

  Date: 07/10/2024

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

• Initial Complaint

  Date:06/24/2024

  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 purchased a mattress from Purple on 6/21/2024. Their website advertises shipping in 1-2 days. Says absolutely nothing about those being business days. I kept checking for an email with a tracking number. I never got it. I went to check my order the following monday using the provided confirmation number. Their website said my order didn't exist. Not only did they use misleading advertising with their shipping, which does not include non-business days and was not disclosed on their website, my order was now absent from their system. Their customer service was very unhelpful. Kept trying to tell me that I just misunderstood their website. I gave them pictures of their lack of specificity regarding their shipping. I told them to just cancel the order due to their terrible customer service. This was a $2000 mattress that I had financed and I need to get another mattress from somewhere else. Only a couple hours after resolving the fact that my order was lost, Purple now claims that it might take up to 14 business days for their warehouse to process the return and refund my order. I just got done talking to customer service. My order has been scanned and not yet shipped. They claim they have no way to contact the warehouse and cancel the outgoing shipment which I don't believe to be true. They were able to contact them this morning and fix my lost order so I'm not sure why I'm being forced to potentially wait 2.5 weeks to get my order cancelled and refunded when I was just told maybe 10 minutes ago that it hasn't even shipped out yet.

  

  Business Response

  Date: 06/27/2024

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

  Customer Answer

  Date: 07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

   I cancelled my order with Purple last Monday. This was financed through Affirm. I have already notified Affirm that the order was cancelled. Purple cancelled the order and refunded my money through Affirm. Purple didn't let affirm know the order was cancelled so I still have the account for their mattress on my account and possibly my credit. I have tried to communicate with Customer Service but Purple's customer service is awful and incompetent. They ignore their customers and don't resolve their problems. I have no way to directly communicate with the same person twice. I emailed them yesterday about this and still haven't received a response. I've called Purple headquarters and left 3 voicemails over the last week and haven't heard a word back from them. I wanted to put in a complaint with the head of customer service about Heather A's insultingly ******* work performance and I can't do that because of the way this company is structured, which is to not help their customers. This has the ability to affect my credit and this company is showing a repeated habit of being unresponsive to their customers issues and showing zero urgency to resolve them in a satisfactory manner. I would really appreciate it if this complete lack of customer support was dealt with properly. This is the second time in about a week I've felt compelled to file a complaint against Purple for their piss poor treatment of their customers. Someone please do something about this, it's not okay.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/05/2024

  Order has been fully refunded. 

• Initial Complaint

  Date:06/22/2024

  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 originally purchased a standard king ********************** mattress for $1,299 (plus tax, order: ******) on 8/6/17. ********************** had a 10 year warranty and a 90-night sleep trial (which is now 365 nights). Not long after purchasing, the mattress sagged and I used their warranty to get a replacement mattress. This mattress ended up sagging as well and I used the warranty another time to get a second replacement. That third mattress also sagged.I was going through the warranty process again and frustrated with the constant returns, was willing to pay for an upgraded mattress, asking if the upgraded style would be less likely to sag. I was assured it would so we paid an additional $1,399 (plus tax; order: N1093526) on 1/31/20 for the upgraded mattress. When I used this upgraded mattress my lower back started to hurt really hurt. If I sleep one night on this mattress my lower back will hurt for 2 weeks. I tried to return the mattress with their sleep guarantee (and was willing to downgrade) but I was told they wouldnt honor it because they wouldnt apply the offer to upgraded mattresses, leaving me stuck with a mattress I cant sleep on.I have spent thousands on medical bills (including MRIs) to treat and determine the source of the back pain. It is the mattress. I have have been sleeping on a camping pad on the floor for around two years because I cannot sleep in my own bed.

  

  Business Response

  Date: 06/24/2024

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