PurpleReviews of purple.com

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 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.

The most painful purchase of our lives. We purchased in either late 2020 or early 2021 (its 2025). We have gone through 3 warranties, tried rotating, and done the entire circus with these mattresses. We have spent so much money on doctors, medications, and massages. We have been in constant pain for a couple of years trying to justify this investment. We started with their top of the line at the time and then we're encouraged to downgrade to get more firmness. Each and every mattress sinks you in like it's some kind of comedic joke it's supposed to be supportive. Our true experience has been so horrid. We have experienced and tried to make work 3 separate mattresses from Purple at this point and we are traumatized. The pain, lack of sleep, and emotional toll has been truly awful to deal with. We are average size people. I do not recommend that anyone purchase these. I wish so bad that purple would literally refund the inital investment we made in the mattress.

If you’re considering buying from Purple, do yourself a favor and read the real reviews here on Trustpilot, because they censor anything negative on their website. Notice how their site is flooded with glowing praise, while Trustpilot tells the truth. Their actual customer experience is a nightmare. I purchased the Purple Ultimate Seat Cushion and it is functionally defective. Within five minutes of sitting, the cushion constantly slides out of position, making it completely unusable. You’re left having to stand up and readjust it over and over just to sit normally. It doesn't stay put on ANY chair, and no one with a functioning spine would consider this usable — let alone "premium." Because of the excessive amounts of sliding, I spent hours of my time trying to fix this issue, and $100+ of my own money trying to fix this, buying velcro, buying straps, buying INDUSTRIAL STRENGTH velcro, nothing worked, this thing slides around like it was at a Diddy Party before they shipped it to me. I went over the arbitrary 1 month "trial period" all because I made the mistake of giving this product and this company a real chance before trying to return the product. That was a mistake I deeply regret now. When I reached out to customer service, they were smug, dismissive, and robotic. I was bounced around and eventually told to do a "warranty claim" My issue wasn't ever regarding "warranty" the product is fundamentally broken, warranty doesn't fix that. Their warranty process is intentionally overcomplicated in an attempt to deter future customers from doing it, and they even make you send a picture with your full name and order number, again all in an attempt to make the process as drawn out and overcomplicated as possible. When I finally did my warranty claimed, I was connected to someone named Cameron, who dodged my actual concerns multiple times. When I brought up how the product was defective by function, he first tried to justify refusing a refund by referencing the "Terms of Service" then, in the next email, admitted, in writing that the TOS doesn’t even address my issue. So which is it? Either the first excuse was a lie, or the second one was a contradiction. That alone tells you everything you need to know about how nasty this company is and how little they care about honesty or consumer rights. The fact of the matter is, Purple sells bad products, and that's okay, not every product is for every person, the problem is, Purple hides behind vague, manipulative language and deliberately difficult warranty procedures to block any and all returns. They know their product doesn’t work and instead of addressing that, they waste your time with corporate deflection and smug replies, pretending like everything’s above board. They also refuse refunds even for defective products, hiding behind a "trial period" that they conveniently use to block any customer from getting help once it's passed. Even if the product is clearly flawed and unusable, they throw up their hands and say "Too bad, not our problem." That’s not customer service, that's a spit in the face hiding behind nice branding. And again, let's all just appreciate the huge difference between the fake reviews on their own website and the dozens of furious, legitimate complaints on platforms they can’t censor, like TrustPilot. They are clearly filtering and scrubbing their site to mislead future buyers. My own review on their site was censored until I called them out for it, then it magically appeared on the site. How convenient right? I’ve filed a chargeback with my bank, because that’s the only way to get your money back. Purple has made it clear that they have no intention of doing what’s right. They don’t care about product quality, customer satisfaction, or even basic honesty. Purple is not a company built on innovation. It is a brand that sells trash, which thrives on deception, censorship, and legal loopholes. They are not “premium”, they’re manipulative and predatory. Avoid this company at all costs. You have been warned.

Incredibly overpriced sheets, and they won’t even do exchanges. If you’re sent the wrong product and you have to ship it back, you have to pay for it and it cost $50 to ship it back. They take no responsibility whatsoever. Go with a different company.

I went to the purple store in the mall and spoke with the rep. He told me once I ordered online, it would be delivered within 1-3 business days because they have a distribution center near where I live in CA. I ordered it online and nothing happened for over a week. I called purple and they said their distribution center is in the east coast which is why it usually takes 2 weeks to reach CA. I finally get an email that it will be delivered on a specific date. I cleared my schedule, stayed home and waited all day and nothing was delivered. I called purple and they said FedEx doesn’t really provide a definite date so it will get there when it gets there. I said this is ridiculous so I cancelled the ordered and asked for the mattress to be returned back to them. A few days later, the mattress was delivered to my house on a Saturday when no one was home. I called purpled and asked why it was delivered and what I can do to get it picked up. They said they’ll have someone pick it up immediately. For the next week and half, I called 7 times and sent several emails. Every rep said they’ll send someone to pick it up but nothing happened. The 7th time I called, I asked for a supervisor and he actually got FedEx to pick it up. Now they are telling me I have to wait 2-3 weeks to get a refund because the mattress has to travel back east coast and they have to inspect it even though i never opened it nor slept on it. I told the rep that if they don’t refund me right away, the credit card company will charge me interest which is a lot for a balance this high. He said there’s nothing they can do and I have to wait the 2-3 weeks. This company is a scam and treat their customers like garage.

Bought a purple 2 mattress, It was great for a year. By year two the little purple grid inside failed. It was uncomfortable . Caused Shoulder Bought mine from Mattress firm.They would not honor the warranty called Purple neither would they. This mattress is cheaply made . Replaced it with a 200 Amazon bed in a box that is more comfortable