Purple

***,I'm very sorry to hear about the difficulty you've had getting your sheetsOur customer service team has reached out and is getting the correct sheets shipped your way on priority. Let me know if there is anything else we can doThank you!

***,We reviewed your order and unfortunately we see no documentation that you called or emailed our Customer Service team about your mattress before your trial period endedWe also see that the first documentation of contact we have was after days with your mattress, which is over a month
passed the trial period. Unfortunately, we cannot issue a return since it is well after the trial periodCustomers have had luck selling their mattress if they are outside the trial period and do not want to keep itI'm very sorry the bed isn't working out for you and that there isn't more we can do. Let me know if you have any other questionsThank you!

Revdex.com:
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]

[redacted],We are having someone from our customer service department reaching out and will do our best to get this issue resolved for you quickly. Thank you!

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

Ms. [redacted] **,I'm so sorry to hear about your back problems. Back pain can be very difficult to live with. The 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 bed. This is why we offer the 100...

night trial. We 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 refund. Unfortunately, due to the nature of our product, we have to be strict about the term of the trial. Since it is a higher cost item, and because we donate 100% of returned beds, we cannot make exceptions to our 100 night policy. It would run our company into the ground if we did. I'm very sorry to hear the Purple Bed didn't meet your expectations, but we cannot refund any beds outside the 100 night trial, even if it is just 6 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 mattress. Thank you for sharing your story with us. I'll pass it on to the customer service and marketing teams so we can provide a better experience for customers in the future. Your feedback is very valuable, so thanks for taking the time to share it. If you have any other questions, please call our customer service team: 888-848-8456. They are best reached by phone.Best wishes,Savannah

Thank you for alerting us to this issue [redacted]!One of our reps will reach out quickly to help resolve this for you.

[redacted],I have read all of your complaints and again, I'm very sorry that the mattress has caused you so much grief. Unfortunately, as I stated before, our return policy is strictly "within 100 nights." That should be enough time to return the mattress if you don't like it without any complications. However, we cannot honor returns after the 100 nights. Thousands 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 mattresses. We 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 mattress. It has been tested by a third party lab and proven to be completely harmless, even for sensitive individuals. I'm very sorry Purple didn't deliver on its promises to you. We are always striving to be better and will do our best to innovate new ways in which we can offer the perfect sleep solution. Until then, we hope you find the right bed for you. All the best, Savannah

Complaint: [redacted]
I am rejecting this response because: It wasn't 142 days out, I don't know why they keep getting this number off. The second is the bed was causing pain since the start. Can'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.

Complaint: [redacted]
I am rejecting this response because: I would like two complimentary Purple pillows instead of one due to the fact that Purple's mishandling of my order affected both me and my partner.
Sincerely,
[redacted]

[redacted], As you'll see from the attached image, we made it clear on our Kickstarter campaign that can cannot accept returns on Kickstarter purchases. You'll also see the last update was September 22, 2016, and your order was placed September 27, 2016. 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 that. Otherwise, there is nothing we can do. If you would like to discuss this further, you can reach me on my personal line, and I can make sure your questions are answered. My number is 801-756-2600 ext 244. I look forward to resolving this issue quickly. I'm sorry there isn't more we can do for you [redacted]! Best,Savannah

[redacted],I'm so sorry you've had difficulty reaching out customer service department. We are working hard to get better, faster responses for customers who reach out to us. It looks like your order was canceled and refunded on August 28th. Let me know if there is anything else you need from...

us.Again, I sincerely apologize for the difficulty reaching us. Thanks for letting us know how we can improve.Best,Savannah

[redacted],I'm sorry you've had a difficult time reaching our customer service department. We 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 entered. It can take some time...

for that to process, but you should see a refund soon. Regarding the platform, I'm sorry to hear it isn't living up to your expectations. You'll need to contact our warranty department and they can sort that out for you. Amanda will be waiting to assist you; her direct email is: [email protected]'re working to get these issues handled as quickly as possible. Thank you for your patience and we hope you're enjoying your other Purple products. Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to...

me.
 Re: You have a New Message from Revdex.com of Utah Regarding Complaint #[redacted]Inboxx[redacted]<[redacted]>Apr 15 (1 day ago)tome,infoYou can change the final disposition of this complaint to consumer being satisfied.  The company provided the requested remedy.  Thank you,[redacted]
Sincerely,
[redacted]

Revdex.com:
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]

[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.

The mattress unfortunately doesn't work for everyone. That's why we offer 100 nights to try it out. That, however, is a limited trial period, not a lifetime guarantee. If you're finding that the bed is not working for you and if you're outside of your 100 night trial, which our records show your are, I'd recommend selling the mattress through Amazon or Facebook Marketplace. If you still have questions regarding your options, you must contact our customer service department by email or phone. You can email us at [email protected] or call 888-848-8456. I'm very sorry there isn't more we can do for you. We wish you the best in your sleep endeavors.

Howdy!This is Jared I am a customer support specialist here at Purple. Looks like we had a bit of a conundrum with your mattress and I am here to assist. Fret not because I am your advocate in making sure we get this 100% squared away and help you to the best of my ability. First and foremost I...

would like to say that here at Purple we sincerely appreciate you as a customer. We 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 feedback. Here 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 process. We 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 future. Given your experience I would be willing to send you one of our magnificent Purple® Pillow's completely complimentary. However we would not be able to give a rebate on the mattress, you of course still have the option to exercise your 100 night guarantee. Please let me know of any concerns or further questions you may have or if you would like to receive the free Purple® Pillow. Once again we thank you SO much for your patience, understanding, and for being a great Purple customer. You Rock!

[redacted],We are very sorry for the advertising mistake. If you email [email protected], we will see what we can do for you. Thank you!

Revdex.com:
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]