PurpleReviews of purple.com

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.

Bought a Purple mattress. They never showed on delivery date that was confirmed online several times and even a phone call that verified the delivery date the day of. Working with purple premier and still no resolution. At store we asked of any benefit to order on line and sales person said no. We found out later that day that online, they offered the $129 mattress protector for $1, after we bought one at the store for full price. 2 weeks later, and we still dont have a bed delivery date, and we have followed up with them numerious times. Check their overall reviews on line before you buy from Purple, as you will see they have terrible reviews.

We have 3 purple mattresses. Bought a fourth but needed to return since the mattress we were planning to replace came back to us (that's another story). So we've now had anew, unused, mattress in our living room for TWO MONTHS with no pick up. We were first given a service that would pick it up, they flaked, then a second THAT ALSO FLAKED OUT. Still no refund, still have a mattress in our living room so I guess we're just out $1000? Don't say you accept returns if you DON'T.