Addressing Common Purple Mattress Complaints

No mattress is perfect for everyone. See what problems customers have encountered with the original Purple mattress.

By Rachael Harris

Purple has wowed the mattress market with its innovative Hyper-Elastic Polymer grid system. You may have seen the advertisements demonstrating raw eggs being pressed into the Purple Grid™ with 1,400lbs of pressure. Spoiler alert: the eggs don’t break. Purple says that the same technology that cushions the raw eggs will provide you pressure relief unmatched by other mattresses.

Customers clearly agree. The company has garnered 22,817 Purple mattress reviews, and 16,403 gave their new mattress 5-stars. Still, some customers ran into problems with their Purple bed. We’re covering the top 4 complaints customers have expressed about their original Purple mattress, as well as some solutions and alternatives.

  1. Return Shipping
  2. Sagging
  3. Stomach Sleepers
  4. Firmness
Purple 2 mattress

Return Shipping Costs

Most mattress companies offer free return shipping as part of their sleep trial. Purple used to go against the tide by requiring customers to pay for return shipping, even during the 100-night sleep trial. Some customers found that aggravating, especially after deciding they didn’t want their Purple bed anymore. Shipping for a mattress can be expensive, so we understand how people may have been disgruntled at paying the extra fee.

The good news is that Purple heard their customer complaints and no longer charges customers for return shipping on mattresses. If you decide that the Purple bed isn’t for you during the 100-night sleep trial, Purple will work with you to donate the used mattress at no extra cost. If you keep your Purple bed and need a repair or replacement covered under warranty, you won’t be held responsible for the shipping and handling fees.

So why did Purple ask customers to pay for return shipping in the first place? Purple is a newer company, established in 2016. Newer companies tend to have high startup costs as they gain momentum. For example, hyper elastic polymer used to be really expensive to produce, so the founders spent 2 years and millions of dollars to create a patent-pending machine, called the Mattress Max, to reduce production costs. 

These sorts of extra expenses can influence younger companies’ decision to require customers to cover their return shipping expenses. From the beginning, Purple offered free shipping on new mattress purchases. They still ship their famous mattresses for free. Purple also confirmed that their product sales are completely void of extra costs and hidden fees.

For those who want to avoid any hassle associated with donating a used mattress, you can find a store or showroom near your home. For no extra cost, you can test the feel of Purple mattresses before buying. Some bed-in-a-box companies don’t sell through showrooms or furniture stores, so you get a unique opportunity to experience the Purple mattress before having it delivered to your home.

Verdict: Purple used to charge customers for return shipping fees, but they now offer free return shipping during the sleep trial and warranty periods.

Sagging

Some Purple customers found that their original mattress began sagging after 1-6 months. A rare few even noticed sagging on their new Purple mattress delivered under warranty. As a result, these sleepers experience increased levels of neck, shoulder, and back pain.

The most common complaint was indentation in the top layer. Sometimes, the slope was more prominent on one side than another or caused co-sleepers to roll toward each other in the center of the mattress. Sagging occurred for these reviewers even though some reported being of average weight and size.

Purple recommends no more than 600lbs on any of their mattresses; however, their Smart Comfort Grid™, which makes up the comfort layer, is designed to evenly distribute your body weight. If you’re concerned about indents or sinking too far into the mattress, you may find more peace of mind with the Purple 4 AKA the Purple Hybrid Premier. These hybrid mattresses provide the added support and durability of pocketed innersprings, rather than polyurethane foam.

While the vast majority of Purple customers did not report sagging, we acknowledge that such untimely defects are upsetting. Fortunately, sagging as a result of normal use is covered under Purple’s 10-year warranty. You need only to file a claim, and Purple will get you a new mattress. You can also get free returns and exchanges during the 100-night trial period.

Verdict: Some reviewers experienced sagging early in their Purple mattress ownership. Any indents from normal use are covered under a 10-year warranty.

Best Mattresses that Don’t Sag:

Not for Stomach Sleepers

Many reviewers who sleep on their stomach find the Purple mattress to be uncomfortable. While a plush topper will cushion a stomach sleeper’s rib cage, hips, and knees, too much sinkage can cause neck kinks.

In the same vain, too much firmness also isn’t good for stomach sleepers, who need a combination of support and cushion for the best night’s sleep. This sleeping position already twists the neck to a harsh angle, so too much firmness can cause the neck and spine to arc beyond their natural curve. 

While no mattress is perfect for stomach, back, and side sleepers alike, a medium-firm bed with a cushioned top is the best mattress option for stomach sleepers.

A heavily cushioned mattress protector can also offer extra softness and act as a barrier to the unique feel of the polymer material grid. If you’re not willing to try the Purple mattress, memory-foam mattresses are good options for stomach sleepers. Memory foam contours around your curves and provides the right combination of support and cushion. 

Verdict: The original Purple mattress doesn’t offer adequate support for stomach sleepers

Best Mattresses for Stomach Sleepers:

  • Layla: a flippable foam bed with a soft and firm side
  • Leesa: a 3-layer foam bed that contours to your curves
  • Loom & Leaf: the relaxed-firm option combines excellent support and cushion

Too Firm

While back sleepers may love extra firmness, a handful of Purple reviewers considered the original mattress to be too firm. They reported neck, shoulder, and back pain after sleeping on the original Purple mattress for more than a few days.

Joint and muscle pain can occur when a person doesn’t have enough pressure relief from their bed. Purple specifically designed their comfort layer to provide ample pressure point relief, so the problem may be that the sleeper simply doesn’t prefer a medium firmness level.

Alternatively, petite sleepers may not have sufficient weight to reap the benefits of the stretchy polymer grid. Some end up resting on top of the mattress surface, so they get no pressure relief. Purple actually recommends their Purple Hybrid Premier mattress to light-weight shoppers. That model combines the responsiveness of a pocket coil system with their Purple Grid and transitional foam layers.

Verdict: Shoppers who are light-weight or who prefer a soft feel may find the original Purple mattress too firm. 

Solution: Try the Purple Hybrid or Purple Hybrid Premier mattress for extra responsiveness and cushion.

What’s Great About the Purple Mattress?

With over 16,000 5-star reviews and an overall customer rating of 4.6/5, there’s more recommending the Purple mattress than detracting from it. We especially love it’s pressure relief, responsiveness, cooling properties, and top-tier customer service.

Pressure Relief

In our lab evaluation, the Purple mattress earned 8.5/10 on pressure relief. The special grid structure gently folds in response to pressure, thus cradling high-pressure zones, such as  shoulders and hips. The gel-like material is stretchy and flexible, so it adapts to your unique shape. Some rave-reviews compare the feel of lying on the polymer material to floating. 

Responsiveness 

The Purple mattress also scored exceptionally high on responsiveness. It earned 9.5/10 points, meaning it rapidly returns to its original shape after you move. This makes it a great pick for combination sleepers, who change positions throughout the night. Additionally, the Purple received high marks for edge support, so you won’t risk rolling off the side of your bed.

Cooling Properties

The Smart Comfort Grid features small spaces across the entire mattress surface. These gaps channel air through the mattress, making it incredibly breathable. Additionally, the viscoselycra-polyester blend cover keeps air flowing, so heat can travel down and away from your body. Even the CertiPUR-US certified polyfoam doesn’t trap heat like memory foam. We gave the original Purple bed an 8/10 for cooling, which is notably high.

Customer Service

Purple offers some of the best customer service we’ve seen from any mattress brand. Representatives are available 7 days a week over phone, email, or online chat. They are friendly, quick to respond, and eager to help. 

They also give you a 100-night sleep trial. We think you’ll want to keep your Purple mattress, but if it’s just not the right fit, returns are free and you get a full refund. Your mattress is protected by a 10-year warranty, covering indentation and other defects from normal wear. 

Conclusion

While the original Purple mattress is not the best choice for petite shoppers and stomach sleepers, it’s still a favorite for tens of thousands. With patented technology providing peak pressure relief, the security of a risk-free trial period and warranty, and an amazing team to assist you, we’re confident you’ll rest well on your Purple mattress for years to come.


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