PurpleReviews of purple.com

First, everything I say below is based only my opinion based on my personal experience; I am not personally involved in the mattress industry nor do I have any technical training or much experience with this industry in general. I purchased very expensive king Purple Rejuvinate hybrid in 2023 at a nearby Mattress Firm (to replace a circa 2020 Beauty Rest which also failed to perform). On the Purple, foam sidewalls and/or springs started failing within 12-18 months, and got to the point that it would roll us off the bed if we slept anywhere except the middle of the mattress. Good news is that they honored the warranty recently without much effort on our part to get a full price refund. However the refund had to be used for purchasing a replacement mattress from Mattress Firm's selection (mostly brands which are subsidiaries of SomniGroup) The purchase exchange mattress had to be purchased at Mattress Firm's highly overinflated retail prices, so it likely doesn't cost them much to do a warranty replacement. Somni Group, parent company of Mattress Frim, has acquired a number of historically respectable trademarks name brands such as Sterns & Foster, Sealy Posturepedic, Serta, etc. and uses those names for marketing substandard products. IMO their mattress selections are more similar than different, they use cheap foam (very little latex) and the overall the quality and durability of their products do not live up to those produced by the innovators who created the original companies and trademarks so many decades ago. There are alternatives to Mattress Firm and their set of trademarks. You may get a good quality and durable mattress from them but they have to charge high prices to pay for storefronts, sales people, advertising and defending lawsuits to still have some margin for profits to stockholders.

I purchased a Purple mattress in 2019 for nearly $4,000 because I believed I was buying a good product backed by a real and genuine 10-year warranty. The first mattress developed a defect and was quickly replaced under warranty in 2021. Purple arranged the replacement. Unfortunately, the replacement mattress has now also developed structural problems. The internal material has separated, and the support components can be felt poking us at night.I submitted extensive documentation, including proof of purchase, the original order information, Purple’s replacement-order records, full photographs of the mattress, close-ups of the defect, pictures of the foundation, and identification in every requested photo. Purple denied the claim solely because the sewn-in law tag is no longer attached. Purple later stated that the law tag had also been missing during my first claim, but that they made a “one-time exception.” However, I was never informed in 2021 that an exception had been made, that another exception would never be considered, or that losing the tag would eliminate the remaining warranty coverage on the replacement mattress. Because the missing tag was not raised as an objection when the first claim was approved, I had no reason to understand that it could later become the sole basis for denying coverage. Purple has all the records necessary to confirm my identity, purchase, replacement mattress, delivery address, and warranty history. Yet instead of addressing a mattress with an obvious structural failure that is physically causing discomfort, the company chose to rely entirely on the absence of a fabric tag. I had planned to upgrade to another Purple mattress, but after experiencing two defective mattresses and this warranty denial, I will never purchase from Purple again. I submitted extensive documentation, including proof of purchase, the original order information, Purple’s replacement-order records, full photographs of the mattress, close-ups of the defect, pictures of the foundation, I mean wow - all but my blood type -- identification in every requested photo. Purple denied the claim solely because the sewn-in "law tag" fell off sometime in the last 6 years. Beyond ridiculous. Absurd and an excuse to save the company money - greed over customer 100% Purple later stated that the law tag had also been missing during my first claim, but that they made a “one-time exception.” However, I was never told in 2021 that an "exceptio"n had been made, or that losing the tag would eliminate the remaining warranty coverage on the replacement mattress. Because the missing tag was not raised as an objection when the first claim was approved, I had ZERO reason to understand that it could later become the sole basis for denying coverage. Purple has all the records necessary to confirm my identity, 1st purchase, replacement, delivery address, and warranty history. Yet instead of addressing a mattress with an obvious massive failure, the company chose to rely entirely on the absence of a fabric tag as a pitiful excuse to not stand by their product. I had planned to upgrade to another Purple mattress, but after experiencing two defective mattresses and this warranty denial, I will NEVER purchase from Purple again. Buyers should understand that no matter how much proof of purchase or ownership they retain, Purple may deny a warranty claim for the most insignificant reason they can come up with . Their stock has plummeted by 50%. No wonder why they are being a bit stingy.

I am extremely disappointed and frustrated with Purple Mattress. My experience has been nothing short of misleading and unacceptable. During the purchase process, I was pressured into buying a Purple mattress protector because it was presented as the best way to protect my mattress and avoid warranty issues. I spent extra money believing I was protecting my investment. However, when I needed warranty assistance, Purple denied my claim and told me the issue wasn’t covered. That makes the mattress protector they pushed feel like nothing more than an expensive upsell. Purple is quick to take customers’ money but refuses to stand behind its products when problems arise. Advertising a warranty while finding reasons to deny legitimate claims is unacceptable. Customers should not be led to believe that purchasing additional products will help protect their investment if the company has no intention of honoring the warranty when it matters. I feel deceived, ignored, and completely let down. For a premium-priced mattress, I expected premium customer service. Instead, I received excuses, poor communication, and a warranty process that appears designed to avoid helping customers. I strongly urge anyone considering a Purple Mattress to read every word of the warranty before purchasing and not rely solely on what is said during the sales process. My experience has destroyed my trust in this company, and I cannot recommend Purple Mattress to anyone.

I really wanted to love this pillow because I’d heard so many good things about Purple, but my experience was extremely disappointing. From the day I opened it, the pillow had a very strong gasoline-like chemical odor. I understood that some “new product smell” can be normal, so I let it air out and waited patiently. Unfortunately, even after more than a month, the odor was still very strong whenever I laid on the pillow. If I left it on my bed, the smell would spread across the entire bed. The smell was so irritating that it gave me headaches and made me feel nauseous, making the pillow completely unusable for sleeping. I contacted customer support, and they agreed that the odor should not have persisted for more than a month and approved a special late return. While I appreciate the customer service team’s willingness to help, I was very disappointed by the product quality. For a premium pillow at this price point, I did not expect such a strong and persistent chemical odor. Unfortunately, I cannot recommend this product based on my experience.

I had an allergic reaction to the white powder coming off the Purple Grid pillow. I couldn’t tolerate it any longer, so I followed Purple’s instructions and washed the pillow with a mild detergent, then let it dry completely. That’s when the real problem started. After washing it, I found three tears in the Grid. I took detailed photos and sent them to Purple. They instructed me to begin the warranty process, so I followed every step exactly as requested. After sending a generic response saying it would take 5–6 days, they completely ignored my claim for over a week. I only received a reply after I sent a follow-up email asking for an update. Their response was that any damage smaller than a penny is not considered a defect and does not affect the pillow’s performance. I ordered this pillow on June 20, and I hadn’t even owned it for a month. The Grid started tearing after washing it exactly as instructed, yet they still insist it isn’t a defect. They then asked me to provide even more detailed photos and videos. I had already submitted detailed photos and completed every step they required. It feels like they’re simply looking for excuses to deny warranty claims. If you’re considering buying this pillow, believe the negative reviews. I was one of the people who ignored them, and now I’m stuck with an expensive, heavy piece of junk. And don’t be fooled by the warranty. In my experience, it’s meaningless. They’ll find every excuse they can to avoid honoring it. I absolutely do not recommend this pillow or this company.

After one week, the ink or dye bled out of the sea cushion into the white sea on my very expensive car and ruined it it is permanent nothing will take it out. Purple support said that there’s nothing they can do.

Yep, they're that bad. They took 3 days to respond to my request to cancel the order and still shipped it even after receiving my request to cancel it more than 24 hours before they shipped it. So now they want me to pay for the return shipping because they can't handle requests within a reasonable period of time. Will avoid them entirely going forward.

Staff was lovely, but what a $4k mistake this mattress was. 2 years in and it has massive indents. I got the firm and it is now a horrible squishy mess. So, back to a real hybrid it is for me. I do NOT recommend this mattress.