Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/25/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Purple Hybrid Premier 3 Mattress, Order #: CT945503, on Apr 15, 2023. The mattress interior is separating, and I submitted a warranty claim. I submitted the pictures as requested, and they replied that the pictures didn't include the required handwritten note, even though the handwritten note is in the picture. I replied with the pictures again, and now it is radio silence. It is unacceptable to pay REMOVEDfor a mattress that breaks after 3 years and then have such a hard time working with the company.

  Business Response

  Date: 08/28/2026

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:08/24/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress with a ten year warranty in 2020. It still has the tag. It still has the cover. I filed a warranty claim July 19, 2026. I had dealt with a REMOVEDnamed REMOVEDP at that time. Whom approved my claim and told me to try out the mattress they would be REMOVEDlacing the broken one with. I had informed him that I had a surgery and needed a bed to sleep on. Fast forward to 8/12/2026, I could t find his emails after my surgery, so I attempted to talk to c someone else. At first I had a conversation with Sia S, but some how I ended up with REMOVED. After approving my claim again she said that the moving company informed her that I had gotten rid of the mattress under warranty. I told her, I had surgery and sleeping on the broken mattress was painful so my dad removed it and burned it. Then i found out its not been destroyed, its still there at my parents house. I advised her of this. She didnt respond so I called and spoke to someone and he said she would call me back and discuss it and that he sent her a message to call me that said she has the address of the location of the broken warranteed mattress. She said shes denying my claim now, because the mattress was burned Ive told her three times that it wasnt. Shes going off of an email that I wrote and immediately corrected. I have told her and her coworker that its there and in tact. They can deliver it there, because Im not bringing it back here. Im not allowed to lift over ten pounds.

  Business Response

  Date: 08/28/2026

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:08/19/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purple REMOVEDI purchased a REMOVEDRestore king-size mattress for over $5,000, expecting a premium mattress and premium customer service. Unfortunately, I got neither.The mattress is far too soft. I sink into it, and I've been dealing with horrible headaches and poor sleep since using it. At this point, I don't care whether Purple processes this as a return or exchangeI just want this resolved.What makes this worse is the customer service. I was told I need a picture of the law tag before they can proceed. Why would I have removed the law tag from a brand-new $5,000+ mattress? This has become an excuse to stall an otherwise straightforward return/exchange.The agent handling my case, REMOVED, took about a week to provide an update, didn't respond to my emails, and didn't call. I was told she had been in unexpected meetings all day. I understand things happen, but that's not my problem. At this price point, my case should have been delegated rather than left sitting unresolved.And there's more: during the original delivery, the workers ripped my other mattress, which was simply being moved downstairs. Now I'm potentially expected to pay another transportation fee for a return or exchange, despite what happened with the original delivery. I'm understandably hesitant to pay for the same delivery service again.I spent over $5,000 on this mattress. I'm not asking for anything unreasonable. I want Purple to provide a reasonable solution and take responsibility for the terrible customer-service experience I've had trying to get one.For a company selling mattresses at this price point, I expected much better. Instead, I've been left with headaches, poor sleep, delays, and unnecessary obstacles just to get a return or exchange started.Purple needs to do better.

  Business Response

  Date: 08/28/2026

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:08/14/2026

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to be a returning customer and place an order with the REMOVEDcompany buying over $800 in new items. I planned to use a card that allows to split the payment (affirm) and placed the order.Less than 10 minutes later, I realized I clicked the wrong option and the payment went through in FULL on my debit card. I immediately looked into how to cancel or reverse the order trying to fix the issue and just change the payment method. I called and their office is closed on the weekend so I emailed.The next day I got an update saying that the order was being prepared. I tried to reach out again and NO one responded. On Monday, I called before 12 to speak with someone about the order and was told it was too late to help. They confused the situation several times and before I knew it, the order was canceled, but they were giving me NO confirmation WHEN the $800+ would be returned to my account. I could not wait over a week so I called my bank who did a reversal right away. I then reached out to Purple to see ifs was incredibly stressful and frustrating going back and forth between Saturday-Tuesday and I was offered a 25%discount on my new order.I emailed asking how I would utilize this discount and was then informed of.Over a WEEK later and the order was finally reversed on Purples end. I contacted my bank and confirmed their side of the dispute is closed but for whatever reason, it is not with Purple and now they are refusing to honor a discount they offered.This entire interaction has been completely unacceptable and unless I am offered some kind of resolution, I will happily take my business elsewhere.

  Business Response

  Date: 08/24/2026

  Purple has responded to this customer and is in the process of working through a resolution. 

  Customer Answer

  Date: 08/26/2026

  
  Better Business Bureau:
  
  I am confirming that a resolution was made and they provided a a discount and way in which to resubmit my order. Thank you for your help. 
  

  
  Regards,
  
  REMOVEDP
  
   

  
  

• Initial Complaint

  Date:08/14/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a Purple hybrid premier king mattress on October 2020. Warranty 10 years. Stated the mattress was firm and met my sleep needs. I am now having an issue when I sleep in the bed I am folding in the mattress causing hip and back pain. I reached out to company send photos they state the can not see a 1 inch issue declined the Warranty. Issues is when I lay on mattress.

  Business Response

  Date: 08/28/2026

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:07/30/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Purple Restore Plus mattress (#CT1583478) on 6/14/25 from the Purple Store in REMOVED, REMOVED. Within one year, the mattress has developed an edge separation-a structural failure of the materials of the mattress. I submitted a warranty claim with photographs which was denied, stating, "to qualify as a defect, the issue must result in a permanent deformation in the mattress or otherwise visible failure of the materials after full recovery from load. This defect must be visible with the cover of the mattress in place."That standard does not appear in Purples published warranty available at REMOVEDstating:"1. The materials of construction develop a visible indentation in the mattress greater than one (1.00) inch compared to the surrounding mattress areas after full recovery from load. The indentation must be sufficiently wide and long to qualify as a body impression and applies only to the mattress, excluding any settling of the cover's fiber-fill materials. 2. The materials of the mattress crack, split, or otherwise fail during normal use and normal handling which is in accordance with Purples care and use instructions"Purples representative combined the two provisions into a single test that does not exist in the warranty document, then applied that test to deny my claim.Additionally, Purples own warranty instructs customers not to remove the mattress cover when assessing condition. I followed that instruction. Nothing in the warranty requires that a defect be visible with no pressure applied to the cover.The mattress is within the warranty period, has been used on a compliant supporting frame, is clean and undamaged, and the law tag is intact. Photographs documenting the defect, the mattress condition, the frame, and the law tag have been provided to Purple and are available.I am requesting that Purple honor the warranty and replace the mattress in accordance with their published warranty.

  Business Response

  Date: 08/11/2026

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:07/25/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal dispute regarding a breach of warranty terms and an unlawful retroactive fee policy by Purple Innovation, LLC. In 2020, I purchased a Purple Hybrid Premier 3 California King mattress. The product recently suffered a recognized structural failure. After submitting the necessary documentation, Purple Support formally approved my warranty claim and offered a RestorePlus as a direct replacement. However, Purple is refusing to fulfill the replacement unless I pay a newly instituted $250.00 'Transportation Charge.' A specialist supervisor (REMOVEDS) explicitly stated in writing that by completing the mandatory online claim form, I 'agreed' to this fee schedule.I reject this premise entirely. A manufacturer cannot legally hold a valid, approved warranty claim hostage by forcing a consumer to sign away their original contract rights on a digital claim form. Under the legal terms of the contract bound to my 2020 purchase date, transportation costs are tied to Purples 'then-standard freight charges.' For the first several years of my contract, Purple's standard freight charge for fulfilling valid, approved warranty claims was $0.00. Furthermore, I reside locally in REMOVED, REMOVED, immediately adjacent to Purples corporate headquarters and their regional logistics network. There are no extraordinary freight or long-distance shipping variables that justify a $250 surcharge to deliver a local replacement and execute the mandatory pickup of the defective unit. Purple is retroactively changing past contract terms to penalize the consumer for a manufacturing defect. I request that the BBB intervene to compel Purple to honor the original parameters of my 2020 warranty contract.

  Business Response

  Date: 07/28/2026

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:07/25/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because I believe Purple Mattress used misleading sales practices and failed to stand behind its product.When I purchased my mattress, I was strongly encouraged to buy the Purple mattress protector. It was presented as an important part of protecting my mattress and preserving my warranty. Based on those representations, I spent additional money on the protector, believing it would help protect my investment.When I later experienced a problem with my mattress and submitted a warranty claim, Purple denied the claim and told me the issue was not covered. I find this completely unacceptable. If customers are encouraged to purchase a mattress protector to help protect their investment, they should not later be told that the warranty does not apply when a legitimate issue arises.I believe Purples sales practices are misleading because customers are left with the impression that purchasing the recommended protector provides meaningful protection, only to discover that the company can still deny warranty coverage. This creates a false sense of security and leaves customers feeling deceived.I am extremely disappointed with Purples customer service, warranty process, and lack of accountability. A company selling premium-priced mattresses should stand behind its products instead of looking for reasons to deny claims.I am requesting that Purple reconsider my warranty claim and provide a fair resolution. I also urge the company to be transparent about what its warranty and mattress protector actually cover so other customers are not misled as I was.

  Business Response

  Date: 07/28/2026

  Purple has responded to this customer and is in the process of working through a resolution. 

• Initial Complaint

  Date:07/22/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased The Purple Mattress - Queen, with a Purple Platform Bed Frame - Queen, and The Purple Mattress Protector - Queen, on 22 May 2020, $1099 mattress, $99 protector, plus tax, directly from Purple's website. This product comes with a 10-year warranty for the Mattress and Protector, and 5 years for the Frame.Last week, 18 July 2026 I had a small spill on the bed, which went through the protector to the mattress cover, so I removed the cover, and found that the required fire sock barrier had large stretch holes in the fabric, a serious manufacturing defect. The mattress protector has also lost the waterproof coating, which appears to have been shedding off in white particles for some time, explaining the spill going through. I reached out to Purple on 19 July 2026 through their website warranty submission, and submitted photo documentation and order confirmation numbers for this product. I was told by the customer care representative that they cannot process the claim without the law tag in the photos. It has been 6 years, and I do not remember what happened to the tag, but Mattress tags clearly state not to be removed except by consumer, and do not mention voiding the warranty on the tag. Furthermore, requiring this for a warranty claim appears, to me, to be a violation of the REMOVED-REMOVEDWarranty Act, the right to warranty service without unreasonable barriers; a tag which can easily be removed and says that it can be removed, on a product lasting many years, should not be required when there is other proof of purchase, which I have provided.This is the only mattress I have purchased, and now I have a fire hazard unprotected mattress through no fault of my own.

  Business Response

  Date: 07/28/2026

  Purple has responded to this customer and is in the process of working through a resolution. 
  

• Initial Complaint

  Date:06/05/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a purple 3 hybrid mattress which is no longer made because it is known for being faulty. I tried to get a replacement and my warranty was denied despite having the proper support. They then did not send me a survey after the interaction, as promised. I just want a replacement as the matress is falling apart and was expensive.

  Business Response

  Date: 06/05/2026

  Purple has responded to this customer and is in the process of working through a resolution.