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Known for producing mattresses with the hyper elastic polymer grid, Purple is not without complaints and negative reviews. Before you decide on a mattress, you should first know about its pros as well as its cons. In this article, we will be talking about the most common Purple Mattress complaints from consumers.
Most Common Purple Mattress Complaints
Common complaints about Purple mattresses include poor customer service, premature sagging, issues with the return policy, not being notified about the order status, slow shipping, and problems making a warranty claim.
All Purple mattresses are made with the Purple Grid which is a responsive material that offers a lot of support and some nice cooling. To this day, we have tested several Purple mattresses and they performed very well in most areas. Read our Purple mattress review for the complete rundown. However, a number of consumers have made complaints and written negative reviews about the company and its products.
The following are the most common Purple mattress complaints.
Customer service
Several consumers have reported issues with Purple’s customer service. They said Purple did not respond to inquiries made through phone and on the company’s website. While this only happened to a few customers, it’s still important to know that the company has some shortcomings when it comes to their customer service. This isn’t rare in the mattress industry. Poor customer service is one of the complaints about Nolah mattresses as well.
Online shopping should be easy and hassle-free. If you’re planning on getting a Purple mattress, you should be aware of this potential issue.
Sagging
Customers have also mentioned that their Purple mattress started to sag in as early as 1 year. A few of them complained that sleeping on their Purple mattress started causing aches and pains in their shoulders and lower back. Some consumers even stopped sleeping on the mattress entirely due to the lack of support and comfort.
Although only a small minority of customers experienced this, it’s still something you should consider before making a purchase. Back pain is also a common complaint about Tempur-Pedic mattresses.
Return policy
Purple offers a 100-night sleep trial for all their mattresses. Should you not want to keep it, you can have the mattress returned and you’ll be given a full refund.
However, things did not go smoothly for a couple of customers who wanted to return their Purple mattress. For a brand as popular as Purple, this is not the type of service you would expect. Issues with returns are also a common Winkbeds complaint.
Order status
Customers also reported that Purple did not notify them regarding the status of their order. They didn’t know if their order was shipped already and they were having issues with the order tracker on Purple’s website.
Shipping and delivery time
Some consumers mentioned slow shipping and that Purple failed to inform them when their mattress would be delivered. According to them, they would be surprised to see their new mattress on their front porch without receiving prior notice. This can cause problems as most people have jobs and they might not always be home to receive their order.
Warranty claims
Purple backs their mattresses with a 10-year limited warranty that covers manufacturing defects. However, the customers who reported experiencing sagging and indentations on their mattress after a year of use had difficulty filing a warranty claim. They mentioned poor service and having to wait for months to get a replacement mattress.
FAQs
The main cons of the Purple mattress is that it’s not suitable for individuals over 250 lbs and some people might not like the unique feel of the Purple Grid.
Most consumers have given positive reviews regarding the company’s return policy. But, some people did experience issues with initiating a return for their mattress.
All mattresses will wear out eventually and the Purple mattress is no exception. With proper use, a Purple mattress should last at least 7-10 years.
You can contact Purple through phone (888-848-0248), or through the live chat feature on their website.
No, the Purple mattress is not bad for you. It’s made with a hyper elastic polymer grid that offers support and contouring for your body.
You can track your order by clicking the track order option on the Purple website and entering the email address you used for the purchase as well as your order number.
No, Purple mattresses are not toxic. In fact, all their mattresses are CertiPUR-US certified for low VOC levels and zero heavy metals. There was even a Purple mattress lawsuit over this (a case that the company won).
The GelFlex Grid on the Purple mattress is a responsive and supportive material that will keep your spine in a neutral alignment to avoid back pain.
If you decide against keeping your Purple mattress within the sleep trial period, then you can initiate a return for a full refund of the purchase price.
All mattress will eventually start to sag after several years of use, but the Purple mattress should provide you with durable support for 7-10 years. However, some consumers did receive defective mattresses which started sagging after just 1 year of use.
Conclusion
Purple is a highly popular online mattress brand that’s based in the US. They have several mattresses in their lineup which all feature the unique Purple Grid. Although majority of consumers have given mostly positive reviews on the Purple mattress, a number of people also had complaints against the company’s customer service and warranty.
Before making a purchase, it’s important to read trusted mattress reviews first to be aware of a product’s pros and cons. You should also read our articles about Helix mattress complaints and Saatva mattress complaints to see what people are saying about other mattress brands.
Next step: Read our Purple mattress alternatives article. If you decide that Purple isn’t the brand for you, then it’s worth taking a look at competing brands. Every mattress on this list is similar to a product that Purple offers. If you aren’t sure which one to go with, go with our top recommendation.
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