Chauncey Jones· 1★ · 2026-03-08T21:21:30.128760198Z
I recently visited the Purple Mattress store in North Scottsdale because I’ve been dealing with chronic back pain for many years and it’s time for me to upgrade both my mattress and my pillows. My wife and I came in with a clear purpose: we wanted to start by looking at pillows while also researching mattress options and adjustable bases that might help with my back issues.
We were not necessarily planning to purchase that exact day, but we were absolutely serious about learning about the products so we could make the right decision when we were ready to buy.
Unfortunately, the experience with the associate on duty left us feeling pretty uncomfortable.
When we walked in, she asked what we were shopping for and I explained that we were starting with pillows while researching mattresses and adjustable bases. She did show us a few of the pillow options, but the overall tone of the interaction felt very unfriendly and dismissive. It didn’t feel like she was interested in helping us explore the products or answering questions unless we were ready to buy a mattress right then and there.
The conversation kept shifting into why we should really be purchasing a mattress instead of focusing on the pillows we had asked about. It almost came across as if she didn’t want to spend time helping us unless we were committing to a larger purchase immediately.
What stood out even more to me was how poor the actual sales process was. I have a background in sales and customer service, so I tend to pay attention to the basics of how an interaction should be handled. At no point did the associate ask for our names, gather any contact information, or ask questions to understand our needs. There was no attempt to learn about my back issues, our sleeping preferences, or how we currently sleep. There was also no effort to capture our information so she could follow up, send us product details, or guide us properly as we continue researching.
That is Sales 101. If someone walks into a premium retail store clearly researching a purchase, the first step should be building a relationship and understanding the customer. None of that happened.
Instead, the tone made it feel like there was an assumption that we either couldn’t afford the products or weren’t serious buyers, which was frustrating because we absolutely were.
After leaving the store, we went to another high-end mattress retailer and the difference in customer service was night and day. That associate took the time to understand my back issues, explain pillow and mattress options, walk us through adjustable bases, and help us think through what setup would work best for us. Because of that experience, we will most likely be making our purchase there instead.
What’s disappointing is how easily this could have been a completely different outcome. If the associate had simply taken the time to ask a few questions, make us feel welcome, and guide us through the products in a helpful way, Purple probably would have earned our business.
When we got back in the car, my wife even mentioned that the interaction made her feel like we might have been racially profiled. My wife is usually the last person to jump to that conclusion, which says a lot about how uncomfortable the experience felt.
Purple has a strong reputation and innovative products, which is exactly why we came in to begin with. It’s just unfortunate that the level of customer service and basic sales professionalism we experienced at the North Scottsdale location didn’t reflect that same standard.
Hopefully this feedback helps management coach their team. Customers who walk in to research are often the same people who come back to buy — if they are treated the right way.
View on GoogleGary Chadick· 5★ · 2026-05-14T02:37:54.783281207Z
I bought a dream layer pillow with Marla’s assistance. She was very nice, listened to my needs and gave me a couple of pillows to try. Very knowledge and not pushy. I love the comfort of the dream layer pillow and it has significantly reduced my sleep apnea score. Very impressed that Marla took the time to write me a handwritten “thank you” note. So nice! I highly recommend you visit Purple in Scottsdale Quarters if you need a new mattress or pillow.
View on GoogleBeatrix Haugen· 5★ · 2026-04-05T01:43:06.005461056Z
Fantastic experience working with Marla! We planned to stop at multiple mattress stores, knocking out Purple first as we weren't expecting to purchase from them, plus some pricing favorability going through our incumbent mattress' warranty program. We ended up loving the product and selection process, plus the easy 0% financing and a great limited time 20% off promo, that we purchased our new king mattress, pillows, sheets, and even a chair cushion on the spot! We brought our 3 and 6 year old on this mattress testing adventure and Marla went above and beyond to cater to them while also walking us through so many awesome products. We were all left happy and excited about the new bed, which was delivered within ~10 days.
View on Googletutatkaman· 5★ · 2026-05-03T23:25:18.624853846Z
I was visiting from Maine when I came across the Purple Mattress store in Scottsdale, AZ as I was there for the winter I decided to finally do some digging on getting a good comfortable mattress. I was very lucky, I met Marla at the store, she was so informative and helpful to me in finding what I needed. I returned to Maine they shipped the mattress, pillow and a seat-cushion I had chosen while I was there. Everything went smoothly with the delivery and setting up contract. I LOVE my mattress, it took no time to get used to it. It’s so comfortable, no more backache for me with my terrible old mattress. I will buy one for the guest bedroom too. Thank you Marla and remembering Luna.
View on GoogleMonika J Makeup· 5★ · 2026-05-14T02:03:05.377337715Z
Such an amazing experience from start to finish! Sabrina was incredibly kind, knowledgeable, and genuinely cared about helping us find the perfect pillows and sheets. I really appreciated how attentive she was to our concerns and preferences, and she made the whole showroom experience feel personal and welcoming!
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