PurpleReviews of purple.com

I wanted to return what was essentially a brand new mattress. Their return process was to hire a junk company and send the mattress to the landfill even though I offered to find local charities that would happily take it instead. This company is wasteful and an eco nightmare. Don't offer a 100 day return guarantee if you don't actually handle returns.

I’m extremely disappointed. I loved this mattress at first, but after only 5 years it has developed noticeable sagging in the middle. The support is clearly breaking down, and there is visible material deterioration with parts of the mattress coming apart. Despite this, Purple declined the warranty claim, stating that the sag was not consistently measuring over 1 inch and that the issue was a “comfort preference.” The mattress has always been used with a proper base and solid bed frame, so this is not a support issue. Given the 10-year warranty and premium price, I expected far better durability. It’s frustrating to see obvious breakdown dismissed as preference rather than a product issue. I genuinely loved the feel of this bed, which makes this outcome even more disappointing.

TERRIBLE. Total garbage, dishonest sales, and company does not stand behind their product. I purchased a Purple Original mattress. It was perfect in the store and not soft. I specifically asked the sales team if the foam would warm up and get softer while you're sleeping on it. The sales answer was ABSOLUTELY NOT. It was great for a few nights, but within a week, it was sinking so much at night it was like sleeping in a HOLE. I flipped it head to toe & within a week the other end was doing the same thing. The store texted me 10 days after purchase and I expressed this to them. They went silent. I had to keep it 21 days. Now, I cannot return it to the store. I have to work with customer service & they charge $150 transportation fees and they will not waive it. I've had 2 back surgeries and this mattress sank so much (within a week!) that I could barely move b/c my back hurt so badly. Even if the mattress didn't work, I'd be happy with the company for standing by their product if they would waive the $150 return fee. But, as a result of them not being honest about the foam softening and no willingness to waive the return fee, I CANNOT RECOMMEND Purple. The product is garbage and the company will not help here. Extremely disappointing.

This is a review of Purple as a business and how they treat a paid customer spending $2,500 on a mattress. Their customer service chat is absolutely useless and no one ever even answers it, I call them and I always get a message that all representatives are in a department wide meeting and will reopen soon. This meeting apparently is over a week long now. I emailed support regarding a banner offer of a free pillow for buying a mattress. I did in fact purchase a mattress and no free pillow. The support lady Mariah H emailed me saying they had to have a code. There was no code offered to me however the banner still scrolls on their website. She’s refusing to help so I told her to cancel my order. She ignored my request and now the mattress has shipped, just the mattress not the base so that’s a completely different complaint. I have made several requests to cancel my order as I won’t do business with a company who advertises something but refuses to honor their ad. Now I advised them they would be getting a delivery refusal from FedEX. They had best not even think about charging me a shipping fee out of my refund.

Do not order a mattress from Purple. They use FedEx who never delivered my mattress. When notifying Purple they did nothing about it after five days I gave up. We are going to have to figure out a way for Purple to refund for a mattress we never received due to FedEx. Everybody knows FedEx is the worst shipping company but yet Purple cares nothing for their customers and uses FedEx.

Don’t recommend

I purchased a Purple Restore Plus Firm mattress expecting quality and durability, but within 6 months (outside the return window), it developed a deep indentation that is now causing back pain for both me and my husband. I filed a warranty claim, which was approved, but the only option offered was a like-for-like replacement. This does not solve the problem, since the same issue could easily occur again. I asked about a refund or partial refund, but was told that wasn’t possible, even though the mattress failed far earlier than is reasonable for a premium product. This experience has left me feeling that Purple does not stand behind its products in a way that truly protects customers. A mattress should last for years without collapsing, and customers should not be stuck in a cycle of replacements with no other remedy. Do NOT buy Purple mattresses.

Ordered a mattress, pillows, bed frame, mattress protector, sheets, pretty much everything, 6 months ago. Spoke with a specialist, got what I thought was a great deal, received a bunch of "free" gifts that showed up immediately and eagerly waited for my mattress and rest of the order to be delivered. Delivery date came and went, no delivery or phone call. Day after, nothing. Finally called and was told they would look into it, and of course 2 days later heard nothing again. Called a second time and was told an item was on back order, the bed frame, and that they wouldn't deliver any of the order until it was in stock. No call, no email, nothing, just left in the dark wondering where everything was. Cancelled my order, was told the free gifts I could keep for the inconvenience, and then turned around and charged me for them 2 days after cancelling my order.