Trust Score 62/100 · 5 sources · 899 reviews · updated 16 Oct 2026
Purple reviews
In short
Is Purple legit?
Purple has a Trustpilot rating of 1.3 out of 5 from 105 reviews, and 80 of those are one star. BBB shows 1.38 from 74 reviews and 234 complaints in three years, although its grade is A+. The App Store rating for the smart base app is 4.8 from 689 ratings, but the Google rating of 4.6 from 29 reviews is for a SoHo fashion store and does not describe the mattress business.
Trust Score 62/100 from 899 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 899
As of 16 Oct 2026 · How we score
AI summary
Purple has a Trustpilot rating of 1.3 out of 5 from 105 reviews, and 80 of those are one star. BBB shows 1.38 from 74 reviews and 234 complaints in three years, although its grade is A+. The App Store rating for the smart base app is 4.8 from 689 ratings, but the Google rating of 4.6 from 29 reviews is for a SoHo fashion store and does not describe the mattress business.
- Reviewers who are happy praise mattress comfort, pain relief and cooling. One hot sleeper says it is the only mattress that does not leave them soaked in sweat. Most of these positive Trustpilot reviews date from 2018 to 2024. Trustpilot
- The smart base app scores 4.8 from 689 App Store ratings. Reviewers praise quick setup, saved positions, voice control and not having to find the remote. Only 21 app reviews were read. App Store
- Some older Trustpilot reviews, from 2021 to 2024, describe helpful support, easy returns with pickup, and a quick warranty replacement. Trustpilot
- Several BBB and Trustpilot reviewers say they liked their pillow or their first mattress before problems started. Some had been repeat buyers. BBB
- Reviewers report warranty claims denied or made difficult. Common reasons given are a sag not measuring over 1 inch, a damaged fire sock after the cover was opened, or a missing handwritten note in photos. The BBB sample repeats a handful of the same complaints, so the count of distinct cases is smaller than it looks. BBB
- Reviewers report sagging, deep indents, collapsed edges and mattress layers separating, often within 6 months to 5 years. Some mention springs or coils felt through the cover. BBB
- Reviewers report delivery problems. These include orders shipped to the wrong address, mattresses that never arrived, long backorders, and wrong pillows sent more than once. Trustpilot
- Reviewers report slow or unhelpful support, ignored cancellation requests, and returns or exchanges that took weeks or months. Trustpilot
- App reviewers report the smart base app often disconnects or never connects. Some report saved positions that do not work. App Store
Summary written by AI from 128 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.3 / 5 | 105 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 689 | 16 Oct 2026 |
| 4.6 / 5 | 29 | 16 Oct 2026 | |
| Sitejabber | 2.5 / 5 | 2 | 16 Oct 2026 |
| BBB | 1.4 / 5 | 74 | 16 Oct 2026 |
Delivery, returns
and support
How is Purple delivery?
Reviewers report missed delivery dates, a mattress never received after FedEx handoff, and an order shipped to the wrong address after an address change request. Another reviewer says a cancellation request made more than 24 hours before shipping was ignored. One reviewer was told a backorder might take 8 weeks. Reports of wrong pillows sent two or three times are also common. Only one old 2018 Trustpilot review mentions quick delivery.
How do Purple returns work?
Purple advertises a 100 day trial, but recent reviewers report problems using it. One says an unused mattress sat in their living room for two months with no pickup and no refund. Another says the return was sent to a landfill. Others report refused exchanges, including one who says an account holder had to authorize it. Older Trustpilot reviews from 2020 to 2024 describe easy returns with free pickup. Sitejabber has only 2 reviews, so it adds little here.
How is Purple customer support?
Reviewers describe support as slow, hard to reach and full of hoops, especially for warranty and return cases. Some say chat goes unanswered and phone lines are unavailable. A few older Trustpilot reviews from 2021 to 2023 describe friendly, fast help. Recent reviews are almost all negative. Sitejabber has only 2 reviews.
How is Purple quality?
Reviews are split. Some owners praise comfort and cooling after two to five years. Many others report sagging, edge collapse, separating layers and smell from new pillows. Some of these reviewers say problems started within months. Several BBB reviewers bought through Mattress Firm or other retailers. App reviewers like the smart base but report frequent connection failures.
What customers say
about Purple
within just a few months it began sinking badly in the middle. It has now gotten so severe that my wife and I sink 8 inches deep when we lie down.
I am a hot sleeper and this is the only mattress I've tried that doesn't leave me soaked in sweat!
Purple declined the warranty claim, stating that the sag was not consistently measuring over 1 inch and that the issue was a “comfort preference.”
Fantastically easy to connect took less than 60 seconds works 100%. Our third Purple mattress combo. All stars deserved.
keeps disconnecting from the bed then when I search again it can’t be found… few days later it’ll reconnect
we've now had anew, unused, mattress in our living room for TWO MONTHS with no pick up.
Questions about
Purple
Is Purple legit?
Purple is a real mattress company and has an A+ grade on BBB. Reviews are poor, though. Trustpilot averages 1.3 from 105 reviews, BBB averages 1.38 from 74 reviews with 234 complaints in three years, and the smart base app is rated 4.8 on the App Store.
How long does Purple delivery take?
The data gives no typical delivery time. One reviewer was told a backorder might take 8 weeks. Others report missed delivery dates, a mattress that never arrived, or an order sent to the wrong address. One 2018 review mentions quick delivery.
Can I return a Purple mattress?
Purple advertises a 100 day trial. Recent reviewers report pickup delays of up to two months, refused exchanges and mattresses sent to landfill. Older Trustpilot reviews describe easy returns with free pickup.
Does Purple reply to bad reviews?
Rarely. The reply rate is 0% on Trustpilot, Google and Sitejabber. On BBB it is 50%, and the visible reply is a generic message saying Purple is working through a resolution.
Does Purple honor its mattress warranty?
Many reviewers say no. They report denied claims over a sag not measuring 1 inch, a damaged fire sock, or photo requirements. Some Trustpilot reviewers say a claim was approved and a replacement arrived quickly, though one says only a like-for-like replacement was offered.
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