Bought a purple plus with a headboard and foundation with premium setup. Two weeks later they came unannounced and we were not prepared. We had just moved. They said they would come back. After having to call purple numerous times, they returned two weeks later. It has been over a month this time. The two workers came in. We left them to their work. A little later they came down and frantically wanted me to sign off on their work. I insisted on going upstairs. I WAS SHOCKED! The mattress was extremely defective, with layers missing from it’s core. The edges were rolled up with no material inside and the matress size was even wrong. Did I mention the grease smear from top to bottom? Not only that. The foundation was not assembled correctly and they stripped the bolts out of the headboard, leaving it flopping against the wall. I called emmediately and I was told “Oh that one doesn’t look good” and then I was told I could not return the bed and frame. This was a 4000 bed, and I get the worse product and service in my life. This is a warning, purple has no quality control/quality or customer service. Now we sre without a bed since they took our old one away. We are on 1.6 months and have yet to get what we paid for.
I’m really sorry to hear about the trouble you’re experiencing with Purple. It sounds incredibly frustrating to have invested so much in a product and receive such poor service and quality. Here’s what you might consider doing next:
- Document Everything: Take detailed photos and videos of the defects and issues you’ve encountered with the mattress, foundation, and headboard. This documentation can be crucial if you need to escalate the issue.
- Written Complaint: Draft a formal written complaint to Purple’s customer service or the store where you purchased the mattress and ancillary products, detailing the timeline of events, the issues with the product, and the lack of resolution. Include your documentation and be clear about what you expect in terms of a resolution.
- Escalate: If you’re not getting the response you need from regular customer service channels, consider escalating your complaint. Look for a higher level of management or a dedicated resolution team within the company. You can often find contact information for higher-level executives through LinkedIn or other professional networks.
- Consumer Protection Agencies: If Purple is unresponsive or unwilling to resolve the issue, you might consider reaching out to consumer protection agencies or filing a complaint with the Better Business Bureau (BBB). They can sometimes facilitate a resolution. If you have a State Board of Consumer affairs (I am a State Board Member myself so I am familiar with the influence they can have) and submit a complaint immediately.
- Credit Card Dispute: If you purchased the mattress with a credit card, contact your credit card company to dispute the charge. Dispute the charge immediately, do not wait. You do not want to get caught up in a situation where they question why you waited to take action. Jump right on it. Provide them with the evidence and documentation of the defective product and poor service.
- Social Media and Reviews: Sharing your experience on social media platforms and review sites can sometimes prompt a quicker response from companies eager to protect their public image. Just ensure that your posts are factual and respectful. Write reviews on their website and see if they get through the system. Document if they don’t allow them to be posted. The FTC would love to hear about them hiding real reviews. While you are at it, send a similar letter that you craft to the BBB, State Board of Consumer Affairs and the company, to the Federal Trade Commission for fraudulent advertising. Don’t worry if you can not articulate what the fraud is, they will look to see what if any advertising laws have been violated.
- Bombard them with Documentation: Just bombard every avenue, if they are being this hostile now, it will only get worse and you want to put it out there to the public. Go to reddit r/mattress, r/mattressmod and their facebook, instagram, and their youtube page if they have one and start the bashing campaign. Always providing pictures and as much evidence as you can, so they dont label you as crazy.
Good luck with it, and when they finally give you the refund, please talk with one of our Trusted Members and buy a quality mattress (I guess you now know my opinion on Purple).
Maverick
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