Review Time
I’m extremely disappointed. I loved this mattress at first, but after only 5 years it has developed noticeable sagging in the middle. The support is clearly breaking down, and there is visible material deterioration with parts of the mattress coming apart.
Despite this, Purple declined the warranty claim, stating that the sag was not consistently measuring over 1 inch and that the issue was a “comfort preference.” The mattress has always been used with a proper base and solid bed frame, so this is not a support issue.
Given the 10-year warranty and premium price, I expected far better durability. It’s frustrating to see obvious breakdown dismissed as preference rather than a product issue. I genuinely loved the feel of this bed, which makes this outcome even more disappointing.
I’m extremely disappointed. I loved this mattress at first, but after only 5 years it has developed noticeable sagging in the middle. The support is clearly breaking down, and there is visible material deterioration with parts of the mattress coming apart.Despite this, Purple declined the warranty claim, stating that the sag was not consistently measuring over 1 inch and that the issue was a “comfort preference.” The mattress has always been used with a proper base and solid bed frame, so this is not a support issue.Given the 10-year warranty and premium price, I expected far better durability. It’s frustrating to see obvious breakdown dismissed as preference rather than a product issue. I genuinely loved the feel of this bed, which makes this outcome even more disappointing.
TERRIBLE. Total garbage, dishonest sales, and company does not stand behind their product. I purchased a Purple Original mattress. It was perfect in the store and not soft. I specifically asked the sales team if the foam would warm up and get softer while you're sleeping on it. The sales answer was ABSOLUTELY NOT. It was great for a few nights, but within a week, it was sinking so much at night it was like sleeping in a HOLE. I flipped it head to toe & within a week the other end was doing the same thing. The store texted me 10 days after purchase and I expressed this to them. They went silent. I had to keep it 21 days. Now, I cannot return it to the store. I have to work with customer service & they charge $150 transportation fees and they will not waive it. I've had 2 back surgeries and this mattress sank so much (within a week!) that I could barely move b/c my back hurt so badly. Even if the mattress didn't work, I'd be happy with the company for standing by their product if they would waive the $150 return fee. But, as a result of them not being honest about the foam softening and no willingness to waive the return fee, I CANNOT RECOMMEND Purple. The product is garbage and the company will not help here. Extremely disappointing.
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.
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 😑
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Purple Innovation is an American comfort technology company based in Alpine, Utah, USA.
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