PurpleReviews of purple.com

RUN...do NOT buy from this company. They do NOT honor $4400 mattresses that fell apart within 4 years. WORST company I've ever dealt with. I've sent the CEO photos and am now reporting them to the BBB.

Purchased Rejuvenate mattress June 3 at local Purple store. Also purchased Smart Base, which was demo at the store, but not on Rejuvenate mattress. This should have been a clue. 100 day exchange is marketed. Reality is once I purchased my mattress and needed to exchange the Customer “service “ ended. The communication between purchase and exchange is extremely poor. NO mattress is worth the hassle I had to go through. MANY calls and texts and promises. In the end my exchange mattress finally arrived 47 days later. AND THEY WERE GOING TO LEAVE IT ON MY PORCH! If you buy Purple count on NO customer service if you want to take them up on their 100 day exchange.

Send the wrong address, took more than 3 days to respond, and keep lying about shipment was out so won't be able to cancel. Contact them 8 in the morning, Fedex shows that label was created after 3 pm, package was picked up at 8pm. Then lied about trying to intercept package, asked for proof they showed nothing. When package was delivered at the wrong address they ask me to send it back. How is this company still floating?

This is the WORST company I've ever bought a mattress from. I could write probably 3 or 4 paragraphs about how horrible my experience has been but honestly don't even feel like reliving it. Their customer service is horrible, their products are horrible. Years later after multiple mattress replacements, they've finally granted me a refund, sent a check, but it was defective, so I've been trying to get them to send me a viable check. It's been over a month since they've picked up their mattress, and still no check. Even on the off chance that you get a great mattress, and have a good experience, if something does go wrong, it will be a headache to regret for the rest of your life. I hope this company burns.

We are filing this complaint due to a severe, systemic manufacturing defect affecting both mattresses in our Split King setup, creating an ongoing physical safety hazard.The internal side-support foam perimeters on BOTH of our Split King mattresses completely detached and broke away from the main gel core. Because the edge support entirely collapsed, the sides of the bed give way without warning. This dangerous lack of structural integrity resulted in one of us physically falling completely out of the bed and onto the floor.To investigate why the beds were collapsing and causing us to fall, we unzipped the outer mattress cover. Upon opening it, we discovered that the internal white knit lining had completely shredded itself over time from the inside out. This tearing was caused entirely by the friction and grinding of the failed, detached internal foam pieces rubbing against the fabric under normal use.Purple Customer Care (Paula W) denied our warranty claim on the basis that "Removal of the mattress cover can void the warranty." This is a completely false characterization. The outer cover was simply unzipped to inspect a severe structural failure. We did not remove the cover to void the mattress, nor did we tear the internal fabric. The mattress literally fell apart from within, destroying its own internal lining. Using an unzipped zipper as a technicality to ignore a dangerous product defect that caused a physical fall is an act of bad faith. We request an immediate corporate escalation. Since I am in the middle of travel I only have a picture of my wifes mattress however mine is just as bad. The company's refusal to honor their warranty is unacceptable. The catastrophic failure and split edge of this mattress caused a physical fall. One of the users is a disabled veteran with a Traumatic Brain Injury (TBI) that severely affects their balance, and they utilize a CPAP machine at night. A collapsing mattress edge creates an extreme, active safety hazard for a vulnerable individual with these medical conditions. Purple's attempt to dodge liability using a technicality about a zipper is predatory

Whats wrong with you. Angamaly purple staff very bad. Rate was high online 200ml Rosemary water rate 319.shop rate 399 why? Rate difference.. Very bad

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.