Purple Bewertungen 84

This is a review of Purple as a business and how they treat a paid customer spending $2,500 on a mattress. Their customer service chat is absolutely useless and no one ever even answers it, I call them and I always get a message that all representatives are in a department wide meeting and will reopen soon. This meeting apparently is over a week long now. I emailed support regarding a banner offer of a free pillow for buying a mattress. I did in fact purchase a mattress and no free pillow. The support lady Mariah H emailed me saying they had to have a code. There was no code offered to me however the banner still scrolls on their website. She’s refusing to help so I told her to cancel my order. She ignored my request and now the mattress has shipped, just the mattress not the base so that’s a completely different complaint. I have made several requests to cancel my order as I won’t do business with a company who advertises something but refuses to honor their ad. Now I advised them they would be getting a delivery refusal from FedEX. They had best not even think about charging me a shipping fee out of my refund.

We have the original Purple Matress and it was great until it wasn't. It didn't gold up over time. I went through the warranty and I know that it meet the requirements to have replaced and yet they denied it. I followed exactly what they asked for and they didn't even hesitate to decline it. Once upon a time I would've definitely recommended it to anyone but not after this. The warranty is a joke and it is an issue they don't stand by it. I would steer clear.

Do not order a mattress from Purple. They use FedEx who never delivered my mattress. When notifying Purple they did nothing about it after five days I gave up. We are going to have to figure out a way for Purple to refund for a mattress we never received due to FedEx. Everybody knows FedEx is the worst shipping company but yet Purple cares nothing for their customers and uses FedEx.

Don’t recommend

I purchased a Purple Restore Plus Firm mattress expecting quality and durability, but within 6 months (outside the return window), it developed a deep indentation that is now causing back pain for both me and my husband. I filed a warranty claim, which was approved, but the only option offered was a like-for-like replacement. This does not solve the problem, since the same issue could easily occur again. I asked about a refund or partial refund, but was told that wasn’t possible, even though the mattress failed far earlier than is reasonable for a premium product.
This experience has left me feeling that Purple does not stand behind its products in a way that truly protects customers. A mattress should last for years without collapsing, and customers should not be stuck in a cycle of replacements with no other remedy. Do NOT buy Purple mattresses.

Ordered a mattress, pillows, bed frame, mattress protector, sheets, pretty much everything, 6 months ago. Spoke with a specialist, got what I thought was a great deal, received a bunch of "free" gifts that showed up immediately and eagerly waited for my mattress and rest of the order to be delivered. Delivery date came and went, no delivery or phone call. Day after, nothing. Finally called and was told they would look into it, and of course 2 days later heard nothing again. Called a second time and was told an item was on back order, the bed frame, and that they wouldn't deliver any of the order until it was in stock. No call, no email, nothing, just left in the dark wondering where everything was. Cancelled my order, was told the free gifts I could keep for the inconvenience, and then turned around and charged me for them 2 days after cancelling my order.

My fella and I both are larger people. I have fibro, and he has a bad back and has a blue collar job so it was imperative we found a mattress that was firm enough for him, and no pressure point pain from when I sleep on my sides. We were assured via the salesman at mattress firm about two years ago that it would work perfect. And honestly, at first it did! It felt incredible and my fella and I slept great. But 2 years in and our 4k mattress that I'm still paying off is warped. The grid structure has failed in multiple areas and there is 0 side support whatsoever. We constantly are waking up throughout the night in pain, unable to sleep well and I'm LIVID. Of course after reading the novel that is their warranty disclosure, I find I have to work with mattress firm in order to get a replacement. But I don't WANT a replacement that's just going to fail in another 2 years or less. So now I have to somehow manage to get this ridiculously heavy mattress OUT of my home and buy something new asap so we can sleep again. I will NEVER purchase another Purple product in my life.

I purchased 2 purple harmony pillows in the medium height. I received 2 pillows in the tall height. I reached out to them and they said they were sending me 2 new cores for the pillow in the medium height and that I could keep the tall cores. Upon receiving the new cores, I realized one of them was defective and either wasn’t made properly or was once again, the wrong height. Upon reaching out to them, AGAIN, they took a couple weeks to get back to me and when they finally answered me, they said they would send two brand new pillows, but I have to send the other pillows back. It’s great that they are sending two new pillows, but it’s ridiculous that I’ve had to jump through all these hoops just to get the correct product. If I’m paying hundreds of dollars for something I shouldn’t have to deal with all of these issues. And now I have to mail the other pillows back, which takes time out of my already busy day and takes the convenience of ordering online away. Not a happy customer.

This mattress started to have issues after only 6 months. Mattress itself started to have sunken spots, stuff poking me and no support for lower back.
I have had a 10 year old bed that had more support then this.
Warranty is a joke.
All for the amazing price of 2,800 dollars (mattress only)
Don't DO it 😑

On June 7, 2025, I purchased a Rejuvenate Premier Mattress, Purple Premium Plus Smart Base, two Purple Harmony Pillows, a Purple Waterproof Mattress Protector, and two Purple SoftStretch Sheet Sets. The mattress and base have not arrived. We were told it was on back order and might be 8 weeks. June 25th payment bill arrives. Purple, sent $150 to offset getting billed before we have the purchase. The delivery company reports they have delivered the mattress and base to my address. It was not delivered. Police report, calls to Purple. Rescheduled delivery (driver called in sick). I still do not have my base or mattress. Yes, and the next payment is due.

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.

I see the negative reviews but I love my mattress. I bought 2 of them. I have had my purple mattress for 5 years. Not one time has this bed made a dent where I always sit. I sleep like a bear every night to the point of snoring. I have successfully ran off my boyfriend. If I get a pair of pajamas, I may be able to get him back, but I’m definitely going to have to quit my job. So I’m picking a struggle and staying with it! I can set a cup on my bed and still move around. This is dirty work Purple, but I’m here for it.

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.