Brothers Tony and Terry Pearce started their own manufacturing business in 1989 making wheelchairs and carbon fiber sporting goods. Over the years, the brothers developed 23 patented items for cushioning materials, fluids, and hyper-elastic polymers used in the manufacturing of shoes, toys, and medical devices.
In 2013, they created a machine called Mattress Max, which both manufactures and molds large pieces of elastic polymers into mattresses. Thus began the creation of the Purple Mattress.
Company headquarters for Purple are located in Alpine, Utah.
I ordered my mattress in mid July at a Mattress Firm store. Was told the shipment is coming in July 31st and I would have it delivered Aug 1st!
Nope the store called apologized and rescheduled for Aug 5th. I prepared my area and Nope – no call from store OR a delivery. Spoke with a different gentleman than the one who sold me the mattress. He Explained they have to bumped me to Aug 13th because Purples computer did not come through. Low and behold today I get a call from Mattress Firm stated again how sorry he is but they need to give me yet a new date. He says they will have a delivery to them on the 21st and will book me for a Sun delivery Aug 22nd.
I am so beyond frustrated with how Purple is not meeting the requirements of their customers. I have been sleeping on a twin now on the floor for the past 3 weeks. This is getting old.
Can’t blame it on Mattress Firm.
The CEO of this company NEEDS to get his sh*t together. If I don’t get this mattress by the 22nd I will call my credit card company and cancel.
I placed an order for a hybrid mattress but UPS is sending it back to Purple due to “incomplete address info”. I called Purple and verified I had given the correct address. I asked them to fix the issue. Called Sunday and talked to customer service. Said they would look into it and provide feedback. None came. Called again Monday, same thing. Called again Tuesday, same thing. Wednesday, and still no feedback. Their customer service is absolutely useless. Based on other reviews here, seems like my experience is nothing new. Wish I saw these reviews earlier.
Ordered and received my mattress 8 days ago, I did not receive my sheets, I feel my PURPLE experience is less than awesome and wonder if these magical sheets are going to get me to that place. I would like to know if I will ever get my sheets please?
Purple is another company in my opinion that once they have your money they could care less about their customers. I am fierce with the company. You get email saying your delivery will be at a certain time. Some of it comes on time. Others things you order in order to get the full comfort they say, such as the mattress protectors, sheets and pillow cases all arrive at different times. When you spend $7000 in cash for a product you expect to be able to use it. The sales lady put a rush on our order because I had no bed to sleep in after moving to Draper Utah and their Lehi store just a few miles away. I was very grateful for her to do that. We got the bed in a couple of days we had delivered and set up because we are usable because of our ages and medical conditions. I still have not used the bed because I get things sent separately such as mattress covers and my sheets and pillows still have not come. Just like the other customer said you get message saying it will be delivered the next day between a 4 hour window and it doesn’t come. I being to think that these owners and partners are money hurry and do give two hoots about the customer once they get their money which we were stupid and paid cash. If I had paid with my credit card I could have got my credit card company to get all over it. This so unfair. Why can’t they spend some of their precious money get a little bigger sales facility so they can have the pillows, sheets and mattress covers right there so you don’t have to wait so long after getting your bed to use it. It would not suit me to sleep on a bed without the bed coverings and the pillows that are supposed to make it an even better sleeping experience. I am about ready to send the whole order back to them and they brought they can pick it up or I will contact consumer affairs and report them. Probably a family member works for them too. I would like to talk to a CEO also, but they hide behind their little secret places and let their employees or family members deal with it. That is why customer service doesn’t really give two hoots because they know their job is secure. I can not deal with one more inconsiderate personnel. I am about to go off on someone.
I was sent a defective mattress by Purple. The “grid” doesn’t cover top layer. Plus my info packet which tells one how to unwrap it was wet tattered and useless. This after dragging it up 3 flights of stairs. I’ve written to customer service, and spoke to about 5 people. They need proof of a “tax deductible” receipt before issuing a refund. Are they kidding?? For a defective mattress I paid full price for in good faith? I have to jump thru hoops to help them make it a tax write off? The company is a disgrace and knows nothing of how to escalate a true customer service situation.
You should be able to donate the mattress and they will give you a form to fill out for the donation. That’s all I did and they refunded my money.
I am beyond tired with purple customer service. I was supposed to receive my mattress on a Friday, 7/10/2020. I even stayed home that day to receive it. It never came. I called fedex on that Friday to enquire and they said they’d investigate. I received a call from the investigator on Sunday who told me the package was being returned to purple because there was a problem with their shipping label. I called purple immediately. After speaking with several people and supervisors, I was promised it would be handled and she’d make sure my package was in the truck by Monday end of day. I kept calling on Monday just to make sure my order was being handled as promised and it was impossible for the customer service people to actually give me much of any information. I even asked if they could speak with the warehouse and they told me they don’t even believe there is a phone in the warehouse, which baffled me. They said they had no ability to communicate with anyone at their warehouse. Basically, the only thing they rely on are computers. I spoke with corporate in Santa Monica and the woman who answers their phones was equally unhelpful. I finally received a tracking number, Monday evening, which gave me hope. But by Tuesday morning (7/14/2020) there was absolutely zero activitywith fedex tracking (meaning the label was created but the package had not left their facility). Since I was promised this would be on the truck on Monday, I began to get frustrated and continued calling customer service and corporate. They were not helpful, yet again! I asked to get the CEO’s email address and I was given the info@purple email!!! They refused to get that information over to me. On Tuesday night, I finally saw some activity. The tracking information said it would be arriving Thursday end of day. Everything seemed to be going well until just now. All of a sudden fedex has a note saying that there is ANOTHER issue with the label (label not legible). I have no idea what that means for me (will they fix it, will they send it back) and it’s too late to call fedex to enquire as they are closed. Fedex unfortunately also sucks and instead of just handling it right than and there they just send packages back. 2 very unhelpful companies. Although I loved the bed, I regret getting myself into this mess. Ohhh and here’s the kicker, I got rid of my old bed and mattress on that Friday to make room for my new bed and as a result have been sleeping on the couch for the past week. My back hurts and I’ve explained this to purple. You’d think they’d offer some type of compensation, but they never offered anything besides a baseless apology. Don’t be fooled by their bubbly personalities. They really don’t know what their doing and they have very limited access to actually be helpful. I’ve already dissuaded 3 friends from buying purple and will continue to do so through my social media platform and any and all avenues.
PURPLE CURE 4 THE CAUSE OF PANCREATIC CANCER!!!…ONE DOLLAR DONATED FROM EACH MATTRESS SALE!!!…
I ordered a king mattress 18 days ago. Received several emails stating delivery set for Sept 3 and I needed to be home from 10 -6 to sign for it. I am still waiting. I have talked with Camille, Brandi, Jorgia, Brittnie and Steven in customer service and no one can tell me where the mattress is and when I will get it. On Sept 3 when I called I was promised that Pilot trucking would call me on Sept 5th to schedule delivery. They did not. I was guaranteed on Sept 6th that Pilot would call me on Sept 7th to schedule delivery. They did not. I have been on hold for over 45 minutes today trying to call customer service to see if anyone can or will help me. This is the second mattress I have purchased in 6 weeks. First one was delivered in 4 days to son in Atlanta. He loves it but your lack of responsiveness to assisting in getting the second mattress delivered makes me want to send it back. This is unacceptable. I asked to speak with the CEO and was told that no one is allowed to speak with him. Please let him know that I would love to share my unfortunate experience with him. Customer service is not servicing your customer