PurpleReviews of purple.com

I rarely write reviews, but I feel a responsibility to warn others after what we went through with Purple. We ordered two Harmony Purple Pillows directly from their website. What we received were clearly not the right pillows—they sent us two of their Grid Cloud Pillows, which caused us both neck pain for two weeks before we realized they had shipped the wrong items. When I reached out, they were polite and said they’d send the correct pillows. Two weeks went by—nothing. I called again, and it turns out they never actually processed the shipment. Finally, they sent one of the two pillows. The second one? Still hasn’t arrived. Throughout all of this, they’ve been friendly on the phone, but that’s where it ends—no genuine care, no real accountability, just major disorganization. After multiple errors and weeks of waiting, the only compensation they offered was a 5% discount, which honestly felt like an insult considering the inconvenience, lost sleep, and wasted time. I’m sharing this because I don’t want anyone else to go through the same frustrating, drawn-out process. A company that sells health and comfort products should be more organized and responsive, especially when they make multiple mistakes. I would strongly urge you to consider buying from a company with better customer service and reliability.

After spending an exorbitant amount on a premier mattress a couple years back I was thrilled to see it was still under warranty when the foam sides started separating from the purple "gel flex grid" layer. I stripped the covers and took pictures of the large gaps that had formed on each side of the bed. Customer service blamed me for the damage and voided my warranty. These folks have no shame. I really liked the mattress when it wasn't doing it's grand canyon impression but its now the world's heaviest paperweight (another knock - these things weigh a ton) and there's nothing I can do about it besides share my experience here because they couldn't care any less.

Subject: Complaint against Purple Mattress Company - Unacceptable Delivery Experience I am writing to express my extreme dissatisfaction with the recent delivery experience I had with Purple Mattress Company. Despite scheduling a delivery window between 4 pm and 7 pm, I received an unexpected early morning phone call at 6:30 am informing me that the mattress would arrive shortly. The delivery person arrived alone, spoke no English, and lacked a clear understanding of his job responsibilities. This created significant communication challenges and confusion. To make matters worse, my husband, who has undergone back surgery in the past, had to assist the delivery person in carrying the mattress upstairs and loading the old one onto the truck. I am appalled to learn from the driver that he was alone doing the deliveries and the reason why was due to poor pay and fear of being caught as an illegal immigrants. This revelation highlights Purple's unacceptable hiring practices, prioritizing cheap labor over customer satisfaction and safety. As a customer, I demand better from the companies I support. I request a full refund for the delivery services and Purple denied my claim. Purple have lost my business forever.

Just saw the new ad on tv with the princess and prince. The princess has spotty mouth and I think it is very inappropriate to show for any age but especially for families with kids. Not funny at all. What is our world coming to. Dear Lord help us all. Very disappointed.

If I could give it a -10 I would. They avoid at all costs replacing a defective mattress. My issues go back 7 years with 1 replacement which was like pulling teeth to get them to do. Second mattress the fire retardant is shredding and the foam is degrading after 3 years. They refuse to replace due to the mattress cover being taken off (it has a zipper on it). Said that it negates the warranty. They don't want you to take it off because you would see that the whole mattress is degrading. I just want a replacement which they are refusing to do. I see now that they are restructuring. Now I know why.

I purchased a Purple Restore Soft mattress based on the advertised 100-night trial. Nowhere during the buying process was it made clear that returning the mattress would incur a $250 return fee. I only discovered this after initiating the return request. When I contacted customer support, I explained that I would not have bought the mattress had I known about this fee. I even escalated to a supervisor, but they still refused to waive the charge, despite the lack of transparent disclosure. Their own website says “100-night trial” and mentions pickup and refund – but no clear mention of the high return fee. This kind of hidden fee undermines consumer trust and goes against what I expect from a premium brand. I felt misled. I believe this return fee should be clearly displayed upfront during checkout, not buried later in the process. I hope Purple reconsiders how they communicate this policy and starts putting customers first.

I spent over $4,000 on the Purple Hybrid 4 in 2022. At first, it was great. But less than two years in, one side became visibly saggy, and the edge support collapsed so badly that I was rolling off the bed in my sleep. I filed a warranty claim and followed every step of their instructions, including removing the zippered cover at their direction to locate the law tag. The fireproof liner underneath was not cut or removed—just stretched from normal use, which is exactly what I reported. Their response? Denied. They claimed removing the cover voided the warranty, even though that’s exactly what they asked me to do. The damage was from the mattress breaking down, not anything I did. It’s ridiculous. For a $4,000 mattress, I expected durability and a company that would stand behind its product. Instead, I got canned responses and a runaround. Save your money. The comfort won’t last, and neither will their support when it fails.

I remember in the mid 2010s I began seeing ads for this startup company attempting to do something different. Of course I was skeptical at first and after about a year maybe 2 I decided I'm going to do it. I'm buying me a purple mattress! I get my first bed and I'm excited. The first few years on this bed were nearly life changing. I no longer woke up in pain and slept amazingly. After about 5 years with this first bed my wife and I began to notice a sinking like feeling in the areas you typically lay. Almost mushy. So we began turning the mattress every couple months in an attempt to regain some comfort. We did this for about a year before we found ourselves out on the living room couches. Prior to deciding to sleep on the couch I had ordered a purple power base because the wire bed frames I originally bought, just weren't cutting it. I had to have 3 replacements due to the welded areas breaking in multiple spots each time. So of course this new $1000 base should help solve the problem... it absolutely did not. Eventually I decide, let's see what this 10 year warranty is about. To my surprise, they replace my bed without much issue at all. I took the necessary photos and explained my situation and in no time at all I got a new mattress. Almost immediately I notice that the mattress design is different but I am instantly reminded of how well I slept on my first bed when it was new. So I ignore the changes, assuming nothing of it. This new mattress has a manufactured by date of "042222"... it is now 06/17/2025 and here I am again. The bed is mushy again but this time it's even worse than before. I can literally feel the power base support bars when I sit on this mattress. I decide I'm going to email purple to explain my disappointment and in this time I'm made to think that they will surely warranty even my 2nd mattress. I'm shocked. So I go through the necessary hassle of taking the proper photos (by myself... if you own one of these, you know it's heavy and not easy to move on your own). I get an email from a Cameron in the warranty department who sends me a video, unlike the first time, that explains how I need to show the degradation of the mattress. Almost immediately while watching the example video I can tell that this is surely designed to cancel any chance of receiving a warranty. But I go ahead anyways. Sure enough, I receive an email within 30 minutes telling me that my request is denied bc they can't "see" any real issues in the photos provided. I even took a photo sitting on the bed and you can see that I'm sitting so deep into the mattress that my entire hip is nearly hidden... this is NOT normal for purple mattresses. I'm told, comfort preference isn't covered by warranty (you don't say 🙄) and it's normal for the mattress to lose support over time. To say I'm disappointed is an understatement as I've never owned ANY bed where I was basically sitting through the mattress and on the base and then for the company to tell me, "that's normal." At this point I'm ready to switch back to an old spring mattress, and just replace it every few years as it wears in... at least I can spend WAY LESS and expect to need a replacement in no time at all. I highly advise against spending the high ticket price for one of these mediocre beds that they are constantly changing, so if you do need a replacement... don't count on it being the same bed you had before, it'll probably have some new test designs that they're not sure even work for the long run. Edit: please, if purple reads this and decides to respond... save your generic and unhelpful response for somebody else. The customer service can be understood simply be reading a few reviews.