Helix Sleep
Reviews and Complaints

Fraud! Do not order from them. They are horrible for customer service. I ordered my mattress 30 days ago and have requested multiple updates on status. It was supposed to ship according to all the automated responses 2 weeks ago. At this point I think they have stolen my money and will never receive the mattress. All I need is an update but because everything is an automated response I am pretty sure they aren't a real business and are just stealing money.

tried their mattress, a sunset luxe, which is a 1600 dollar mattress. Tried it for 90 us days. Did not like it. Initiated return. We set a pick up appointment date. A Saturday (august 29th) with a 4 hour window 12pm to 4pm. No one showed. No one. Absolutely ridiculous to keep someone waiting all day on a weekend day and then not show. And now Helix can not be reached. No response. Nothing. Do not order from these guys as they are scammer scum or incompetent.

I ordered dawn lux mattress for stomach sleepers and was sent midnight mattress. In addition to being wrong and not usable for me The mattress has unpleasant smell and Arrived ripped and with sides not perpendicular to each other. The mattress took 2 weeks longer to arrive than initially promised. I have emailed customer service several times requesting a refund and after 8 days there is no response. As others have pointed out they do not have customer service number.

Service and shipping is a mess for Helix right now. The customer service email says they are TRYING to get back in 5 business days or less. The phone line is 20+ days out. Our mattress is arriving 6 weeks after ordered (despite them saying that it would be 5-20 business days). If they had been honest and said that it would take 6 weeks, that would have been much better. I understand that these are pandemic-related delays, but being honest with customers is still possible.

I am echoing the same comments from others, I ordered a king mattress. 5 weeks went by and nothing, there only seems to be a email to contact customer service. I have attempted to do this 3 times and no response. This is very concerning and not professional at all. It concerns me if there is such an issue with receiving the item, what it would be like if the item needed to be returned. I have taken up this issue with my credit card company and filed a complaint. Given that the item hasn't shipped, I've also requested that the order be canceled.

I purchased a Birch mattress and topper. Upon ordering the company kept me informed of my order status and delivery estimates each step of the way. After trying out for the initial 30 of 100 day trial period, we determined that this mattress did not work for our sleep needs. In contract to the ordering process, communication on returns is almost After requesting information to initiate a refund. It is near impossible to get in touch with customer service as they take days to respond and there is no published number to just speak directly with a customer service agent. It should not be this difficult to correspond with someone to resolve a return.

This company is one of the worst company I ever get to purchase anything from. I bought the product because of sleep foundation rating of the product. My adjustable base is not working. I have been emailing the company they kept giving me the run around. After 2 months they gave a company called REVERIE tech support. I left my name and phone number. No one has called me back it's been over 3 weeks now. I bought the bed because of a bad back and now the base is doing nothing. If I could give a zero I will. the product is too expensive for the company not to respond to customers complain. I spend $3200 for a bed and a base. I can get a base for $50 and still get a satisfaction than an $850 base. that doesn't function as it should.

The Helix luxe midnight I received was totally awsome. I had to wait a while for my mattress but I believe a good item is worth it. I would be much more sceptical about a mass produced mattress that was delivered quickly. I'm thankful time was spent on getting my mattress made for me. I was looking through reviews on how long it may last, for that is my only concern. As the luxe is so new I cant find information on this. I did find complaints on how long things where taking to be receive but I dont believe they are worthy. I would like to know how if in the event one needs to use the warranty, the mattress is covered for access sagging but how does one pay for shipping. This was the only grey area I find with Helix. My question is, "is it possible to receive a new mattress if mine begins access sagging, without to much trouble?"

We ordered a 4 seat sofa on September 9th from their Allform Company. The email we received said it would ship in 5-10 business days. I was checking the online status of the order during that time. It went from "In Production" to "Finishing Touches" and then back to "In Production" again. I waited 15 business day before reaching out after no communication from them. There was no chat or phone number to call. Just an online-form to fill out. After submitting it, I got an email saying they would try to respond in 5-7 business days. It's been 20 business days now from the time I ordered. I can't give reviews on the product because I've not received anything, but so far the experience has been very poor. No communication at all on why there may be delays. Every deadline they provided is either not met or extremely long as to not be helpful. I'm just hoping for an explanation of the delays or a refund of my money.

As like the other reviews, it has been 5 weeks since placing my mattress order and I am still waiting. I think it is misleading to list 1-4 weeks - as it would have been helpful to know before the purchase that the mattresses take much longer. I have reached out to the company three times by email and have yet to receive a response. Their customer service model is flawed, and perhaps would not be as frustrating if there was acknowledgment or a direct telephone number to call for information. The company is unable to properly support their business and volume unfortunately. As a health care worker, I understand that COVID has created limitations, but this delay is outside of the initial expectations that were set and unacceptable. I am contemplating cancelling my order, as I have no idea if/when the mattress will come and know I can obtain one sooner with another company. My concern is that obtaining a refund will be another burden.

My wife and I ordered our mattress on 7/30, and we were told up front that they were experiencing shipping delays, so we were told to expect the maximum 20 business days. On their website, it says they ship in 4-20 business days (4 weeks.) As of today, it has been 30 business days (6 weeks) and I have yet to hear anything satisfactory about my bed. I emailed the help email once, and was told that I would see it shipped "end of last week, beginning of next". I gave some wiggle room, thinking they probably took off Labor day, which was this last Monday. Their website clearly states that that is not a day they take off. It is now Thursday, not the beginning of the week, and I am demanding to know where my bed is. We don't make a ton of money, so the investment into this mattress was a huge burden for us. This company's customer service department is a complete joke. Unless you want to drop 2k and wait almost 2 months, I would highly recommend taking your business elsewhere.

If I could leave zero stars, I would. I ordered a three weeks ago and it still has not shipped and no one from customer service will respond to my emails, *** messages, etc. I understand that it's a difficult time right now, but I was quoted a 5-10 day shipment and it has now been 21 days and there's no "end" in sight. Every time I'm able to chat with a representative (which is rare, because they are usually all "busy"), I'm assured that it is shipping "in the next day or tomorrow at the latest!" Mind you, I've been hearing that for almost two weeks. When I check the status online, it says my mattress has been in the "Finishing Touches" stage for 6 days. Helix needs to improve its customer service and transparency. If it weren't for the fact that I desparetely need a mattress, I would cancel this order and take my business elsewhere. It's insanity to me that I'm emailing, chatting, and sending *** messages with no response and no idea when my mattress will ever ship.

Helix is terrible. I researched mattresses ad nauseum, and decided on the Helix Midnight Luxe. Expensive, but all signs pointed to yes, so I saved up.amd bought it. Got the mattress 5 days ago...terrible. I've spent the past 3 nights on the floor staring up at my $2400 mistake. Tried to call Helix...no phone Tried to email them...they offered me a $150 mattress topper. I will never spend $2400on something that then needs another piece to make usable. To me, that's not a usable product. Then wasted over an hour on chat witha "customer support" (laughable) representative who gave me 2 options, both of which involve me having to live with this glaring example of a $2400 mistake, for 30 days before they'll start helping, or purchase, for another $2400 a replacement mattress. They'll then refund my original purchase price sometime later. Are you kidding me? All I want is to swap it out for something that may work for me. That's it. Why is this so impossible? Helix, i beg you to fix my problem.

Ordered a mattress and topper from Birch by Helix on 08/22 and their website said "ships in 5-10 business days." I did not receive the mattress and topper for 4+ weeks even after contacting them multiple times. I could forgive this, but it just keeps getting worse. Once we opened the mattress and topper (which collectively cost $2,300) the topper had a huge defect in it and the mattress was constructed backwards! The craftsmanship was so poor and we couldn't even sleep on it. Again, MAYBE I could get past this if their customer service wanted to make it right but I have contacted them since September 24th, 8 times, and no one has responded to a single email! I even reached out via their social media platforms to which they deleted my comments and still didn't contact me. So I am out $2300 with a useless mattress and no one will get back to me! I am trying to file a formal complaint but the "file a complaint" link is not working right now so I will start with this review and go from there. DO NOT BUY FROM THIS COMPANY. The product is bad and the service is worse.

Helix is not handling the pandemic well. I ordered my mattress on June 26 and the initial time period indicated a 3-15 business day window for shipping. I was patient--understanding that even though I spent over $2,000 on a Helix mattress, we are living in a global pandemic, so delays were inevitable. Once the 15 business days passed, I emailed the customer service email. The automated response said that there would be a response within 3 business days - I waited for that email which never came. I emailed several more times and looked for a phone number to call - with no avail. I took to instagram and twitter to hopefully get someone's attention who works for the company. Still, no avail. I finally received an email five business days later giving me a $100 refund and news that there are further delays. That my mattress would ship the week of August 3. FYI, that is 25-30 business days after my order date. To make matters worse, the email didn't have any personalized contact information for their customer service rep - how am I supposed to ask follow up questions to a generic email when the response time is 5 days? I am not asking for the company to magically fix the supply chain or distribution amidst a global pandemic. What I will ask is: If there are unprecedented shipping times and volumes, then why take the order? And, if Helix insists on taking orders, then why not be up front and open about the *actualdelay time (3-15 business days is VERY different than 25+ business days). Additionally, the automated email response indicates that you get back to emails within 3 business days - the company should be up front about that as well, even in the middle of a pandemic. $100 refund is nice, but this whole situation is unacceptable. It does not give me confidence in the product or customer service once I actually have the mattress. What if there's an issue? I'm not confident in this company and will likely be seeking a refund (or dispute the charge on my credit card). Unacceptable.

I purchased a mattress and adjustable base for my elderly father, who is in the advanced stages of ***'s, on 9/16. For the first 8.5 months that he had the bed & base, he did not use the adjustable base much at all. About a month ago, the base stopped working. Batteries in the remote were replaced, the control box was reset, & the remote and control box were paired. It still didn't work. My mom called Reverie customer service, & they said she needed a new control box. They charged her over $180 for it, even though it should be covered by the warranty. The new control box has been installed and paired with the remote. Still, nothing works. The issue is clearly not the control box. I believe that the issue is with the remote control. Now, we can't get anyone in customer service to respond to our requests. My parents can't deal with this on their own, & I live over an hour away. I need to speak to someone in real time, and my mom needs a refund on the control box.

On 2/14, order #*** purchased Helix Midnight Luxe Queen for $1,625.52 and Foundation Queen for $248.48. Received on 2/19&21/20. On 4/27 called to complain about significate sagging on primary side of bed, I was advised this never happens and encouraged to try the firmer mattress. Return #*** Ordered Helix Dawn Luxe Queen for $1,586.41 which arrived 6/11. On 5/12 I reached out again because the new mattress is now having the exact same sagging issue on the primary side of the bed. I was asked to provide pics which showed a 1.25inch sag in the mattress. I was then offered to replace the mattress again, to receive a third mattress. I requested a refund and was told my only option is a replacement. I live along and trying to find people to help carry the mattress into my house is very difficult. I have already had two mattresses within a year and a half with the exact same issue that I do not believe has been resolved in manufacturing. I would just like a refund.

In June I ordered a Helix mattress advertised for heavy people. I weigh 350 lbs so I thought this mattress may last far longer than other mattresses I have tried. At $700, this is the most expensive mattress I have ever bought. After 3 months, the mattress hurt my back so I rotated it. 3 months after that it began hurting my back again. At this time I contacted Helix and asked for a replacement, They told me that I'd have to prove there was a 1" deep depression in the mattress. When I examined the mattress w/o sheets, I saw that there was no visible depression. I told them the damage was not visibly obvious but there was damage. I know this because I can no longer lie on the mattress w/o pain. They insisted that I send photos documenting this 1" depression that I already told them was not visible. I know they only want the photos to "officially" deny my request. I admit that my back is likely more sensitive to loss of support than the average person. However, when I pay $700 for a mattress marketed for heavy people, I certainly expect to maintain full support longer than 7 months!

I purchased the helix matress specifically for the 100 night trial. I waited the suggested 30 nights for the "break-in" period of the mattress. I was not satisfied and decided to keep my old mattress. I contacted Helix for them to set up a pick up. And the told me they do not service my area. But they provided a donation form & a 1800GotJunk dump provider. Due to covid-19 in California Goodwill and salvation army are currently not doing pickups. I do not have any relative to donate it to, as Helix also suggested. I called 1800GotJunk and they also told me that they do not service my area. Now i am burdened with getting rid of this mattress. I would love to donate it once one of the charities around town can pick it up. But I would like to be relieved of my duties to pay for this mattress. Since you can only get out of the purchase in the first 100 nights. And when the chariites can pick it up they will be welcomed to my garage for the pickup. And with the lastest round of stay-at-home orders by Gov. Newsome. Who knos when that will be. I fear i will be stuck having to pay for this mattress beyond the return eligivle time period. PLEASE HELP

My wife and I placed an order for a Helix mattress back on August ***. The time line for the mattress to be produced and delivered is from one to fours weeks. I have been checking online on the status of my mattress for at least a month now and the same status remains as "finishing touches". You cannno get in touch with anyone from the company. You can schedule an appointment for someone to call you back lkke 3-4 weeks out or you can attempt to live chat. Which my wife has done at 3 different times. Thw first time she did she was able to get in touch with someone and was told that my mattress would ship out this week. She has tried livw chat at least two ther time of which they keep stating on their website that they are available from 10am-6pm EST Monday thru Friday. This is not true. My wife cannot get a status of the mattress to even find out if the production is complete. We have spent about $2000 on a mattress and there customer service is horrible. I would likw to know when will I will get the mattress? Am still going to get it? Is the production complete? Once shipped how long will it take to get here? I am unsatisfied with their service.

I ordered a Helix ***ress April *,. After waiting numerous weeks for the delivery Helix sent another ***ress since the original shipment was "stuck" at the FedEx in Kernersville, NC. I received the 2nd shipped ***ress first, then the original and then I asked what do with the extra and suggested I could donate it to a local non-profit (because the ***resses are not supposed to stay in their box longer than 4 weeks). I am past the 100 day "trial period" but during the month of December went to see the doctor twice because of severe upper back pain. By sleeping on another ***ress and then returning to the Helix ***ress it has become extremely apparent my upper back pain is due to the Helix ***ress. It is not a quality ***ress and they are not willing to issue a refund due to being after the 100 day trial period. However, this is no small issue, their product is causing me extreme muscular skeletal issues and I expected a more grace filled compassionate response from the company. Having not received that in the form of understanding and a refund. I need to formally complain and begin leaving reviews so others are aware of this potential issue.

We purchased a Helix Midnight Luxe King size mattress on October 10.The company sent the mattress but it is the worst mattress I have slept on. We used the mattress over 30 days as they have asked. I filled out their online form to return and was sent the following:"*** (Helix Sleep) Nov 29, 2021, 7:48 PM EST ***" They have no phone number to call. I just want my refund. I have tried to contact them several times with no further answer. They do not honor their own 100 night sleep trial!

On December 19th I purchased a King *** for my mattress. I'm a repeat customer and I had to trouble in the past with this company. However, one day later after I'm being charged $426.93, I get an email from a person who calls himself "*** Customer Experience). Telling me that my order was "flagged" because of my billing address. Being a person of color I had this happen to me in the past. They flag orders depending the neighborhood where it is going. In this case it is an *** neighborhood and they always flag orders because of our skin color.After verifying all my personal details with *** over an email and one phone call, he said I was good to go.However, 24 hours later I get another email from *** (Team Lead). He is now accusing me of Fraud. He told due to my demographic details I'm a fraud risk and my order was canceled. He said he doesn't know if they will be able to return my money anytime soon. I just filed a police complaint with the ***, Case number ***. Please help me to put behind bars to these racists and recover my money.I work for a lab who test and treat Covid-19 patients and we also help with them with recovery. The purchase was from money donated from people to build another facility to treat patients. Please help.Please get my money back or get delivery of the product and shut down business like this.

I placed an order with Helix on August *. We ordered a Lux mattress on their website it says shipping within 6-10 business days. When we placed the order and received confirmation that changed to 5-20 business days. I've contacted them via email, and they either swear that I was lying about the shipping and where I saw that information wasn't the "main page." I screen shot the page and sent it to them and then they said that's out of date and I have to go to their FAQ section filter through 10 questions to see their "main page of 5-20 business days for shipping." Lack of communication, rudeness and vague answers is ridiculous. You can't call them, email takes days to answer and when they do answer, it's basically a computer responding to you with a vague answer. Not one time did someone read my email or my specific questions about my order and answer me. Today is business day #20 and my order has not shipped. On the "check your status" page, it now says ships in 1-4 weeks, that's additional to the 20 business days for them to make this mattress. The most recent email I received 2 days ago was them now blaming *** for the shipping delay due to COVID. I've order numerous things during COVID and never had a problem with *** deliveries being delayed. This company is pathetic and ridiculous. If you have a "high demand" do something to help the situation. Probably the worse customer service out there.

On December 3 I ordered two twin XL mattress is and adjustable bases. After using the helix sleep mattress matching utility. It was delivered December 23. I set the beds up in the king size configuration. After I noticed that the memory foam on the mattress was smaller than the bottom of the mattress. I could feel the coils on the edge of the bed. Also this caused a large gap between the beds. My girlfriend and I have slept in the beds since. We have struggled sleeping and the mattresses do not fit our sleeping needs. I wrote an email on January 13th to helix support explaining this. They responded on Jan 14 2022 and asked for more info and that they could possibly send out toppers for the mattresses. I replied with my concerns. The representative replied with a questionnaire for pick up of the mattresses. There was no mention of them sending a topper out. So I emailed back that I thought they would have us try a topper. A *** was sent my info and contacted me to pick up the mattresses. I have tried to get helix support to contact me via a phone call but they will only schedule a call out approximately 3 weeks. I have asked repeatedly for them to contact me asap. I emailed them and asked them to return the mattress, pillows. and bases. They replied that they do not offer returns on their adjustable bases. Unless you havent opened the packages. The whole premise of their business is their *** resolving this. Most recently I emailed them to have a manager contact me immediately.

I ordered a CK bedframe, 2 pillows, and a CK Twilight Luxe Mattress on 1/28/22. We were in the process or moving to another state and everything came in time. The mattress literally was delivered the day we put everything on the moving truck. When we arrived to our new home and began setting up the bed we realized the mattress did not fit the frame. After looking closer we realized we were sent not only the wrong size mattress but the wrong type. As stated above I ordered a *** and was sent a *** It seems as though this mistake was made because the box was not properly labeled. The box the mattress came in has a spot to *** the size and no one had done this. It makes it seem as if someone just grabbed it from a pile without checking. Since it was the only bed we had here weve been having to sleep on it and needless to say its very uncomfortable as we ordered a firm mattress but was sent a soft one. It seems to be impossible to get a hold of anyone to resolve this issue. Ive called, emailed, texted, tried to chat (the website says you can but there is no way to), and Ive reached out on their fb page through messenger. Yes Im aware of all of the shortages and obstacles because of Covid. However, when you spend almost $3000 on bed products, I expect to be sent the right product, as well as be able to get some customer service and actually talk to a real person, as opposed to an automated email or an automated voice telling me to schedule a call that is 3-5 weeks out. I just want the bed I ordered delivered to me. Its ridiculous how hard it is to try to get this resolved.

I purchased 2 Helix adjustable bases along with 2 Helix Midnight Luxe XL mattresses. Unfortunately, the bases did not work with my bed and the mattress fit was not right for us. So under the company's 100 Night Risk-Free Trial, I setup a return. I was informed that while the mattresses were eligible, the bases were not. According to the company's base return policy, the adjustable bases cannot be returned "once they are removed from the box". In other words, there is no return policy -- if you open the box to see if it fits, you own it. It doesn't matter whether or not you even use it. Helix fails to make this clear when making a purchase. In fact, they actually disguise it by heavily promoting their 100 night guarantee which applies only on mattresses. Just look at the site when making a purchase of these items or at your receipt. It is extremely misleading. So while you can return a mattress you have laid on for 100 nights, you can't return a base that no one used and simply was removed from a box. Take this crazy return policy, combine it with the fact that the company buries this detail when making a purchase, and you have a company with both terrible customer service and very deceptive advertising. And I now own $1,500 in adjustable bases that I cannot use. I had originally made this purchase to help with a health issue. Unfortunately they do not work for our bed and I cannot use them. And because I am out $1,500 I cannot afford to buy a replacement. Helix should be ashamed of their deceptive advertising and unreasonable return policy. In my case, it will have a meaningfully negative impact on my quality of life.

We purchased a Helix sleep mattress on 12//2015. We purchased a model that has two different personal zones. The mattress comes with 10 year warranty. The design of the product prevents anyone from being able to collect on the warranty without removing the cover. I have learned that this exact model is no longer sold by Helix. Over time the mattress has develop a gradual hump in the middle where the two different zones meet. There are also spots in the middle of one side that allow more sink than the rest of the mattress. The mattress is covered by a white stretchy cotton cover that is permanently attached. This cover makes it IMPOSSIBLE to show the problems that have developed over time. I reached out to Helix about these issues in March, They scheduled a call and discussed what I needed to send to collect on the warranty on 3//2020. In order to take the pictures I had to find string that was not white and some type of board to show where things are not level. I took pictures and sent them in May. Unfortunately since the foam is encased in a cover there is no way to show how sever the problems are. I have communicated with Helix via phone and email that this bed is creating a safety issue because my 2 year old can not stay in the middle of the bed. The hump in the middle causes her to roll to one side and I am terrified that she is going to get injured. It has caused the middle section of the bed unusable. This gradual change in the foam also has me concerned that continued use could cause sever shoulder/neck/back/hip issues because the foam seems to have lost its integrity and I am worried it is not providing appropriate support. I have tried reaching out to Helix, most recently on 9//2020 with no response.

Ordered my mattress on August ***, after finding many favorable mattress reviews on this company and all reviews stated positive customer service as well. This was almost 6 months into the pandemic starting...and shame on me for not reading more reviews online. Shipping on their website stated 1-4 weeks. This was for a $2000 mattress named the Midnight Luxe. To this date (October ***), it still states 1-4 week shipping. I reached out September *** which was almost 4 weeks. I was told that "Your Helix will ship in 1-2 weeks". At that time, they also gave me a $100 of hush money...which didn't offset the fact that I'm sleeping on an air mattress now because my new furniture arrived weeks ago. I said thank you and trusted that my order would be fulfilled on their SECOND promised timeframe. Today is the 2 week point, and they have not responded to any communication with an update since this communication. Their website states that you have to sign up for a call back in about THREE (3) weeks. This is unheard of from any company anywhere in the world. This is ridiculous. They do not respond to emails, and the best I've been able to do is get them to respond to Facebook messages, and even that takes days. Delays are one thing - but customer service is another. Take $2000 of someone's hard earned money and not giving them updates and not shipping them the mattress in any of the timeframes you give is fraud. Judging from twitter historical posts, I can tell this problem has been going on for months. They knew their supplier issues were not going to be fixed or allow them to ship in "1 to 4 weeks". Having this timeframe on their website (even today) is a situation of bait and switch. They know if they put dates of 6-8 weeks, then they'll lose out and sales because they cannot fulfill orders. So they are blatantly LYING to customers to get them to buy into their product versus going to a competitor (if I had known 6-8 weeks, I wouldn't have purchased from them). Then after 4 weeks, they indefinitely place them on a hold. Knowing that other manufacturers also have slight delays (not 6-8 weeks), the customer is put in a dilemma whether to wait for the additional time (unknown) or start over from scratch with another company. That's AFTER the customer waits 1-2 weeks (or 3 weeks for a phone call) to get the money back and then wait for the money to clear their account. Not a lot of people have an ADDITIONAL $2000 just sitting around. THIS IS ETHICALLY WRONG. If you cannot fulfill orders, then stop taking orders until you can fulfill...or if you're going to take orders...don't lie to customers with fake delivery dates to rope them in. That will never end well.