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Purple Reviews (42)

Ms [redacted] **,I'm so sorry to hear about your back problemsBack pain can be very difficult to live withThe Purple Bed has been the perfect mattress for many, but we understand that some people may have unique conditions that require a different kind of bedThis is why we offer the night trialWe believe that is sufficient enough time to decide whether or not the bed is right for you, and if it isn't, to set up a return and refundUnfortunately, due to the nature of our product, we have to be strict about the term of the trialSince it is a higher cost item, and because we donate 100% of returned beds, we cannot make exceptions to our night policyIt would run our company into the ground if we didI'm very sorry to hear the Purple Bed didn't meet your expectations, but we cannot refund any beds outside the night trial, even if it is just days after.Some people have found luck reselling the bed online themselves, or donating it to a family member or friend who could use a new mattressThank you for sharing your story with usI'll pass it on to the customer service and marketing teams so we can provide a better experience for customers in the futureYour feedback is very valuable, so thanks for taking the time to share itIf you have any other questions, please call our customer service team: 888-848-They are best reached by phone.Best wishes,Savannah

[redacted] , As you'll see from the attached image, we made it clear on our Kickstarter campaign that can cannot accept returns on Kickstarter purchasesYou'll also see the last update was September 22, 2016, and your order was placed September 27, So it was made clear that we do not have any trial or return policy for purchases through Kickstater before you purchased.That said, we have agreed to ship you out another mattress and honor your purchase, if you would like thatOtherwise, there is nothing we can doIf you would like to discuss this further, you can reach me on my personal line, and I can make sure your questions are answeredMy number is 801-756-ext I look forward to resolving this issue quicklyI'm sorry there isn't more we can do for you [redacted] ! Best,Savannah

[redacted] **,I have read all of your complaints and again, I'm very sorry that the mattress has caused you so much griefUnfortunately, as I stated before, our return policy is strictly "within nights." That should be enough time to return the mattress if you don't like it without any complicationsHowever, we cannot honor returns after the nightsThousands of customers have found the messaging on our website to be true, that said, we understand that everyone is different and may have different preferences and physical needs when it comes to mattressesWe do our best to highlight the benefits of our bed, and we're sorry if you felt mislead and that the bed didn't work out for you.Our products are 100% non-toxic, even the powder on the mattressIt has been tested by a third party lab and proven to be completely harmless, even for sensitive individualsI'm very sorry Purple didn't deliver on its promises to youWe are always striving to be better and will do our best to innovate new ways in which we can offer the perfect sleep solutionUntil then, we hope you find the right bed for youAll the best, Savannah

Howdy!This is Jared I am a customer support specialist here at PurpleLooks like we had a bit of a conundrum with your mattress and I am here to assistFret not because I am your advocate in making sure we get this 100% squared away and help you to the best of my abilityFirst and foremost I would like to say that here at Purple we sincerely appreciate you as a customerWe know that we owe all of our success to great customers like you! I have reviewed your situation in detail and you have provided us invaluable feedbackHere at Purple we are a new and growing company and what you are saying and suggesting about our shipping times on the site is a superb idea! I will make sure that your voice is heard on the matter and see if in the future we can make sure we have constant updates for the customer for a smoother easier processWe can't say sorry enough for how FedEx delivered your mattress and you can be sure that I will go to our representative here at FedEx and I promise you that we will take preventative actions to try and make sure this doesn't happen again in the futureGiven your experience I would be willing to send you one of our magnificent Purple® Pillow's completely complimentaryHowever we would not be able to give a rebate on the mattress, you of course still have the option to exercise your night guaranteePlease let me know of any concerns or further questions you may have or if you would like to receive the free Purple® PillowOnce again we thank you SO much for your patience, understanding, and for being a great Purple customerYou Rock!

[redacted] ,I'm sorry you've had a difficult time reaching our customer service departmentWe are working as quickly as we can to take care of our customers.I have in my records according to the ticket number you included that a refund for the mattress protecter has been enteredIt can take some time for that to process, but you should see a refund soonRegarding the platform, I'm sorry to hear it isn't living up to your expectationsYou'll need to contact our warranty department and they can sort that out for youAmanda will be waiting to assist you; her direct email is: [email protected]'re working to get these issues handled as quickly as possibleThank you for your patience and we hope you're enjoying your other Purple productsThank you!

[redacted] , We are very sorry to hear you have had a negative experience with the mattressI know that a customer service representative is working with you to solve this issuePlease continue working with them and we will process your returnThanks!

***,We are very sorry for the advertising mistakeIf you email [email protected], we will see what we can do for youThank you!

Thank you for alerting us to this issue ***!One of our reps will reach out quickly to help resolve this for you

The mattress unfortunately doesn't work for everyoneThat's why we offer nights to try it outThat, however, is a limited trial period, not a lifetime guaranteeIf you're finding that the bed is not working for you and if you're outside of your night trial, which our records show your are, I'd recommend selling the mattress through Amazon or Facebook MarketplaceIf you still have questions regarding your options, you must contact our customer service department by email or phoneYou can email us at [email protected] or call 888-848-I'm very sorry there isn't more we can do for youWe wish you the best in your sleep endeavors

Complaint: [redacted] I am rejecting this response because: It wasn't days out, I don't know why they keep getting this number offThe second is the bed was causing pain since the startCan't believe they find this acceptable and then tell the customer ohh too bad even though they keep pushing onto the customer they need to get used to it I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Right, every single message you wrote me are to reject my claimsAgain, at this point, I just want this claim to be here, so other people can read about this and NOT purchasing the purple mattressThis has not been a pleasant experience in many ways and it has been a pain in my back, literally Sincerely, [redacted] **

[redacted] ,I'm sorry our shipping times were not accurate. We hand make each mattress and sometimes we can't keep up with demand. We do our best to make accurate estimations, but sometimes we fall short. We sincerely apologize. We're working as hard as we can to get your product to you.Thank you for... your patience and understanding.

[redacted] ,I'm so sorry you've had difficulty reaching out customer service departmentWe are working hard to get better, faster responses for customers who reach out to usIt looks like your order was canceled and refunded on August 28thLet me know if there is anything else you need from us.Again, I sincerely apologize for the difficulty reaching usThanks for letting us know how we can improve.Best,Savannah

***,Thank you for reaching out to us about this issueWe are so sorry your platform took so long to ship!Looking through my records, it seems your platform was delivered on April 29th, and we did include a free seat cushionWe know that doesn't make up for our mistake, but we hope it makes you
a little more comfortable ;)Let me know if there is anything else I can do for you!Best,Savannah

***,I apologize for the the difficulty you've had reaching usI was alerted that our Customer Delight agent Jared was able to help you outI hope this resolved your complaintLet me know if there is anything else we can do for you. Thank you!

Complaint: ***
I am rejecting this response because: Yes that's my orderBeen trying to call and all they do is hang up
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** ***

***,It sounds like you've been working with Jared in Customer DelightHe says we've gotten you taken care of, but let me know if there is anything else we can do for you! Thank you!

***,I'm so sorry you're having a hard time reaching out Customer Service teamI believe our team has reached out and resolved your issueIf not, please let me know and I'll be happy to take care of it for you.Thank you!

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