Mattress Reviews

Addressing Common Purple Mattress Complaints

We examine common Purple mattress complaints, address each with our thoughts, and offer solutions.

By Natalie Yerger

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Purple is a mattress and bedding company that launched in 2015 and sells three mattresses: the Purple Mattress, the Purple Hybrid, and the Purple Hybrid Premier. The signature differentiating feature in all Purple mattresses is the brand’s smart comfort grid of hyper-elastic polymer.

Read our full Purple Hybrid mattress review and Purple Hybrid Premier mattress review to learn more.

The grid, in combination with Purple’s quirky, viral approach to marketing (Purple advertising videos feature footage of employees dropping raw eggs, tempered glass, and people on its mattresses to prove the mattress’ comfort and support) helped Purple cut through the crowded mattress space.

Read our full Purple Mattress Review to learn more

However, while entertainment-driven advertising might be fun to watch, it doesn’t amount to much if buying a bed from Purple leaves customers less than satisfied. In this article, we’re peeling back the curtain behind the brand’s spunky first impression to see what the beds are really made of, examine common customer complaints, and help you understand if each issue is worthy of consideration as you decide whether a Purple is the right new mattress for your home.

As a primer, here’s a shortlist of the common Purple mattress complaints we’ll address in this article:

  1.  Sagging and Indentations
  2.  Poor Customer Service
  3.  Firmer than Expected
  4.  Difficult to Move

Top Purple Mattress Complaints

Sagging and Indentations

Many frustrated customers note that the Purple mattress sleeps comfortably for the first few months but begins to sag and have indentations after roughly one year of ownership. Unfortunately, this is outside of Purple’s 100-night trial period, so returns for a refund are not eligible once the mattress has been owned for this period of time.

Like most all-foam mattresses, the Purple has minimal edge support, but the problem arises from the fact that Purple’s claims in its marketing that the hyper-elastic polymer (polyurethane foam) will not sag.

Related: Best Memory Foam Mattresses

The DreamCloud has a medium-firm feel (6.5/10) like the Purple, but it’s a hybrid bed whose pocketed coil support core is designed to prevent sagging near the edges and in the middle of the mattress. It also has a thick comfort system with cooling, gel-infused foams that conform closely to the body and alleviate pressure points.Customers also note that the mattress forms body indentations more quickly than average, even when the mattress is rotated every three to six months. Purple’s warranty coverage includes indentations, but the coverage is limited to spots measuring 1” or deeper, and many Purple customers felt that indentations measuring less than 1” disturbed their sleep patterns and comfort to a significant degree.

Verdict
  • All mattresses will eventually sag, which can affect how well you sleep. Purple’s mattresses may begin to sag faster than expected, especially for heavier sleepers, which can be frustrating for customers given the company’s claims about mattress durability.
Solution
  • Rotate the mattress more often than recommended. Most mattresses should be rotated every six months, but try rotating any Purple mattress once every other month.
  • Add a mattress topper to the bed to create a barrier between your body and the smart grid. A thin cover (1” to 2” thick) won’t dramatically change the feel of the mattress but will cover existing sagging spots and help slow the creation of future indentations.
  • The durability of a mattress depends on the quality of its materials and style, among other things. Hybrid beds tend to be more durable than all-foam mattresses, so if you’re concerned about the Purple Mattress sagging, consider the Purple Hybrid instead.

More Durable Mattresses

DreamCloud

The DreamCloud has a medium-firm feel (6.5/10) like the Purple, but it’s a hybrid bed whose pocketed coil support core is designed to prevent sagging near the edges and in the middle of the mattress. It also has a thick comfort system with cooling, gel-infused foams that conform closely to the body and alleviate pressure points.

Read our full DreamCloud mattress review to learn more.

Brooklyn Bowery Hybrid

The Bowery Hybrid’s support core includes 6” of pocketed coils and an inch of high-density polyfoam which, together, give the bed strong support for nearly every body type and sleeping position. The fairly dense foams in its comfort layers are unlikely to degrade quickly, keeping the mattress even more resilient against sagging.

Layla Hybrid

The Layla Hybrid is a well-built mattress that should last up to 8 years with regular use. It has a flippable, dual-firmness design that ensures sleepers will find a surface they enjoy regardless of their size or sleeping position. While its low-density comfort foams aren’t as durable as some alternatives, they’re reinforced by pocketed coils, high-density transitional polyfoam, and zoned perimeter coils to prevent premature sagging.

Read our full Layla hybrid mattress review to learn more.

Customer Service

Customers who interact with Purple’s customer service team seem to have binary views: the Purple customer service team is the “best ever” or the “worst ever,” according to reviews on BBB.org. Reddit, and Google. Those who have a poor experience write about problems such as extremely long hold times, difficulty getting in touch with their customer service rep, failure to return calls, unwillingness to take responsibility for issues that were clearly the fault of the company and its partners (the wrong size mattress delivered, for example), and more.

An in-depth reading of a handful of poor reviews about Purple’s customer service department reveals that some customers misunderstood the company’s policies and demanded returns, fixes, or help that was never promised to them. Other customers felt that they had to press the company in order for it to deliver on policies that were guaranteed with purchase.

Verdict
  • It’s unclear whether Purple needs to devote more attention to its customer service team or if those who’ve written a poor review are the exception. Your experience with Purple’s staff will likely come down to how complex your issue is and the friendliness of the representative who handles your case.
Solution
  • Thoroughly read Purple’s shipping, returns, sleep trial, and warranty policies so that you know what you’re getting into prior to purchase. 
  • Consider browsing online review websites with comments from shoppers in your area of the country. If you live in Hawaii, for example, local reviews could reveal any state-specific issues that you might run into with receiving, returning, or repairing a Purple mattress.

Firmer than Expected

Purple claims that its mattresses can “cradle raw eggs,” meaning that the beds will cradle your pressure points while supporting your body for maximum spinal alignment to provide the best of firm and soft settings without the drawbacks.

For every Purple customer who’s “perfectly satisfied” with the bed’s firmness setting and feel, there’s a Purple customer who complains about back pain from the mattress or that its medium-firm firmness level is actually much firmer than advertised.

Firmness and feel are, of course, subjective, and how the Purple feels to you will depend on your sleeping position and preferences. In general, though, it seems like the Purple may be a tad firmer than advertised judging by the fact that back sleepers and stomach sleepers fare well on the mattress while side sleepers find that the hyper-elastic polymer comfort layer doesn’t provide much relief for their pressure points.

See: Best Mattresses for Side Sleepers

Verdict
  • The Purple mattress is on the firmer side of medium-firm, so sleepers who prefer mattresses with a firmer feel and don’t mind sleeping “on” their mattress (rather than “in” it) may enjoy the bed more than those who love soft beds, medium beds, or a traditional memory foam feel. 
Solution
  • The Purple mattress is sold in brick-and-mortar locations across the country, so consider visiting a retail store in-person to see if its firmness level and feel suit you prior to purchasing.  
  • Read reviews to learn more about the top layer of the Purple, which gives it the unique feel that sleepers seem to either love or hate.

Mattress With More Cradling

Nectar

If you’re looking for a medium-firm feel with more cradling, consider the Nectar. Its top materials conform closely to the body to provide a deep cradle, and it costs less than the Purple Mattress.

Read our full Nectar mattress review to learn more.

Casper Original

If you enjoy a soft mattress that’s still suitable for all three sleeping positions, the Casper is a mixed-foam bed with a medium setting (5/10) and close body-conforming. It offers a balanced feel that’s in between sinking and sleeping on top of the mattress, and it’s priced similarly to the Purple.

Read our full Casper mattress review to learn more.

Saatva Classic

Saatva is one of few mattress companies making high-quality innerspring beds at a variety of firmness levels. The Saatva mattress is available in Plush, Medium-Firm, and Firm settings. If you’re looking for a very plush mattress that will put essentially no pressure on your joints, consider the Saatva, which comes with White Glove Delivery, a long sleep trial and warranty, and costs just slightly more than the Purple.

Read our full Saatva mattress review to learn more

Difficult to Move

The weight of a mattress depends on its style and the density of its foams. Most all-foam mattresses range from roughly 40 to 60 pounds for a Twin, but the Purple Twin size weighs in at a hefty 70 pounds. If you don’t plan to move the mattress for the duration of its lifespan, its higher-than-average weight shouldn’t be an issue.

However, many reviewers who move the bed during ownership or have limited help to install it upon arrival (Purple does not offer White Glove Delivery at this time) complain that it is very challenging to move, rotate, and lift.

Verdict
  • Purple mattresses weigh a little more than average, but this shouldn’t deter you from purchasing the bed if it’s a good fit for your budget, sleeping style, and preferences.
Solution
  • To rotate a heavy Purple mattress, enlist the help of your partner or a friend and balance the weight of the mattress safely on the bed frame as you turn it.
  • If mattress weight is a factor and you’re deciding between the Purple, Purple Hybrid, and Purple Hybrid Premier, go with the Purple, the lightest of the company’s three options.

What’s Great about the Purple Mattress

Just like every mattress, Purple has its drawbacks, but there’s still a lot that people like about the Purple bed.

Customers who are drawn to innovation tend to love this mattress. The Purple Original Mattress is a unique approach to an all-foam bed, with its use of the Purple grid in the comfort layer to give the mattress its signature, nontraditional “floating” feel. Many shoppers also love the company’s quirky advertising, which counters all the elements of most mattress commercials (discounts, promotions, etc.) in favor of entertaining on-camera experiments and pop-culture-influenced mattress jokes.

Sleepers who don’t prefer mattresses with a deep sinking feel nor mattresses with a rock-hard surface tend to love Purple’s medium-firm sleeping surface that’s somewhere in between sleeping “in” and “on” the mattress.

It compresses where pressure is applied yet remains relatively flat elsewhere, providing sleepers with targeted contouring that works for some body types and sleeping positions. The bed’s Lycra spandex cover complements the feel of the hyper-elastic polymer grid nicely, offering a soft, stretchy surface that moves with the columned layer beneath it.

It’s also earned points among reviewers for providing great support for lightweight and average weight individuals who are back sleepers and stomach sleepers. In these positions, the Purple Grid provides nice cushioning for the shoulders and hips, while the polyfoam layers distribute weight evenly and keep the spine supported.

The Purple sleeps cool relative to other memory foam beds, thanks to the smart comfort grid, which allows strong airflow through the mattress’ top layers. Shoppers who want an even more breathable mattress should consider the Purple Hybrid mattress. The pocketed coil layer gives the hybrid bed a truly cool feel, whereas the Purple Original sleeps temperature neutral.

Here’s an overview of what shoppers love about the Purple Mattress:

  • Unique “floating” feel from the Purple Grid.
  • Sleeps cool relative to other all-foam mattresses.
  • Nice pressure relief for back and stomach sleepers.
  • Has better-than-average motion isolation for a responsive all-foam mattress.
  • Comes in mixed-foam (Original Purple Mattress) and hybrid versions (Purple Hybrid).
  • Available on Purple.com, Amazon.com, and in brick-and-mortar retail locations.
  • Shipped as a bed-in-a-box and arrives within five business days.
  • Purple offers a 100-night sleep trial period, free shipping to the contiguous USA, and a 10-year, non-prorated warranty.

Conclusion

Is the Purple Mattress the right new mattress for you? It depends. We hope this overview of common Purple Mattress complaints shed light on issues you may run into with this mattress brand as well as aspects of the mattress you might enjoy. 

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