Terrible Customer Service

This isn't about the bed so much as it's about the value and the customer service experience. I purchased one of these mattresses last year, and then donated it when I moved to another state. I decided - big mistake - to purchase another one. The delivery process was opaque and the entire customer service experience was godawful. I got things that I didn't pay for; I didn't get things I paid for. It took more than 4 weeks to get the mattress, in stark contrast to the estimates given to me by the rep when I ordered it. Moreover, when I checked to see when it might arrive, it couldn't be tracked on the site ("pending"). I reached out to their reps for an update, and I was told, "Oh, it will arrive by October 21st! Not to worry!" Then, when I continued to check in with the delivery providers about when it might arrive, I was told that they would get it after that date, and then it would be delivered on the 30th of October at the earliest. A 9-day difference, for a monthlong wait overall. I contacted Purple and explained to them that they might want to tighten up their system, and they said, "Oh no, we meant that it would make it to the delivery warehouse by then." Okay, so if you're thinking that a reasonable person could've been confused, you're wrong. I asked when my mattress would be delivered, asked for an ETA, and they said it would be delivered (not to the warehouse, they didn't mention the warehouse in their reply) by the 21st. Utter garbage. So, I move to another state for a new job and get myself an Airbnb for a short while because I'm expecting the mattress to arrive soon, because that's what I'd been led to believe, and then I transition to sleeping on my own floor (because I'm a minimalist and don't see much point in buying or even borrowing an air mattress), and wait it out. Just unacceptable. Incompetent. Misleading. There are several other issues, including the delivery of stuff that wasn't on my order sheet, and the lack of the "white glove" service, though I paid for it.

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  • Customer Service
  • Delivery Service
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Ratings from this Sleeper

Back Support

User rated this bed:
Good Back Support

Pressure Relief

User rated this bed:
Good Pressure Relief

Sleep Quality

User rated this bed:
Slightly better Sleep
Previous mattress was:
Innerspring / Traditional

Stays "Cool"

User rated this bed:
Good "Coolness"


User rated this bed:
Poor Value
Price paid (approximate):
$2,000 (Queen) Size

Warranty Service

User rated this bed:
Very poor Warranty Service

Softness Level

User rated this bed:
Just right