Reviews
Customer Review Ratings
Average of 18 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromBrie R
Date: 07/30/2024
1 starBrie R
Date: 07/30/2024
I'm sure that these guys make a decent mattress for kids but lets be honest...it's a kids mattress! The company will never reach it's growth potential as a result from extremely rude and incompetent customer service. There are zero options for shipping and they can't give any real timeframe for delivery. Customers should know what they're getting into before spending their hard earned money with a company that clearly doesn't care about their customer.
Helix Sleep
Date: 08/16/2024
Hi ****,We appreciate your thoughts and feedback, and apologize that the experience did not go the way you would have liked. Currently, the shipping estimate on our website is the most accurate estimate - our team is unable to provide a more granular look into the shipping process. Unfortunately, our team did choose to end the phone interaction with you due to disrespectful conduct you exhibited towards the agent. We would have been happy to help, but we will not accept abusive behavior, such as yelling, towards our agents. We wish you best of luck on your mattress search.Review fromLaura P
Date: 02/09/2024
1 starLaura P
Date: 02/09/2024
They had to have sent me a defective or wrong mattress entirely. I weight ****************************************** within 1 week time. It is supposed to be the one for plus sized people. They told me I could go thru a long difficult process to use my warranty. Which why would I have to go that route whenever there's a risk free time period I was in. I'm so upset. I should have been refunded. I would like to be refunded as I have to now buy another expensive mattress. This mattress isn't usable at all. It's been less than a year and this mattress can't be slept on. I am having to sleep on my sons bed. So so sad. I feel like I was scammed with a defective product. I don't know what to do. I'm disabled and feel taken advantage of. Helix please make this right. Please refund me or send me a replacement mattress without a huge nightmare process.Helix Sleep
Date: 02/26/2024
Hi *****,Thanks for providing your feedback. It looks like our team reached out on 2/14 to help you begin the return process. Once we receive your completed pickup questionnaire, we can get the return pickup scheduled for you. Best,The Helix TeamReview fromWilliam W
Date: 02/07/2024
1 starWe bought this mattress in Mar 2023. Initially the mattress was comfortable and we both seemed to get a decent night of sleep. It's now nine months later and for the last few months our sleep is horrible. We wake up from horrendous pain in our hips and legs. Doing some searching and this seems to be a common complaint. Many other customers complain about horrible hip and leg pain within the first year.We are looking to replace our mattress and start searching online, but we think it may be better to buy from a mattress store nearby.If you are considering a Helix mattress I suggest you move on. Let our expensive ****** be a freebie for you.We purchased the Helix Midnight Luxe and I can't even describe the pain we are now experiencing.Review fromAlexandra T
Date: 01/08/2024
1 starAlexandra T
Date: 01/08/2024
Unbelievably dishonest company. I placed an order for a full-sized plush mattress topper. I previously ordered this product two years ago and it was plush and very nice. Well I received a ca-king sized item, not at all the size I ordered, and it has no filling in it whatsoever. So they must be cutting corners on the quality of their products. Now, this cal-king sized item came vacuum-sealed so there's no way it will fit back in the box it came in. I requested a refund as it was their mistake, and they told me they cannot issue a refund until they receive the item back. I told them it won't fit, and they told me I would be responsible for getting another box. So now not only do I have to take time out of my schedule to go return something to the post office, I also have to pay for a box, all because of their mistake. When asked to speak with a manager, I was told it is not guaranteed that I would be able to speak with one. Additionally, no one answers the phone when you call. This is a scam of a company.Helix Sleep
Date: 01/16/2024
Hi *********,Thanks for your review and feedback, and we apologize for the error with your shipment. It looks like the return made it back to our facility and your refund has been issued. Best The Helix TeamReview fromWade G
Date: 12/28/2023
2 starsBeware the adjustable bed frame, it wrecks the mattress. I enjoyed my Helix mattress for roughly a year and half until we added the Helix adjustable frame. It not mentioned that it will make the mattress deform and sag, except in the warranty.Review fromSally T
Date: 12/22/2023
1 starOur order placed on 11/18 was placed with a 2-3 week shipping window. We have not received the product, and we can not get any response from customer support chat or emails. Our card had been charged, but All-form has not communicated or responded to our inquiries about shipping delay. Please advise.Review fromPamela J
Date: 11/26/2023
1 starNot happy with them as they cancelled my bed frame order after I ordered their mattress. They should not have allowed me to order their bed frame if they could not deliver. I ended up ordering the bed frame from Nectar. Very irritated as I have not heard back from Helix with my comment.Review fromJorge G
Date: 11/17/2023
1 starJorge G
Date: 11/17/2023
I would give it 0 stars if I could . Everything is done through email. The ************** back guarantee but this is not true . Please be careful. Im stuck paying for something that didnt fit my needs . I shouldve known better when my queen size mattress came rolled ** in a tiny box. But I still had to have it atleast 30days before I can ask for a refund . No springs just like a memory foam mattress you sink in .Helix Sleep
Date: 11/21/2023
Hi *****,Thanks for reaching out with your feedback, and apologies for any confusion! I see your mattress pickup was completed and your refund has been issued.Please don't hesitate to reach out to our team if you have any other questions.Best,The Helix TeamReview fromLisa T
Date: 11/05/2023
1 starLisa T
Date: 11/05/2023
My first mattress the Midnight Luxe was supposed to be good for back pain according to test I took. It was horrible and I was in worse pain. They took forever to respond to emails and after two months finally sent someone to pick up this mattress and I ended up spending more money on the Twilight Luxe. Still not a comfortable mattress for the price but I’m sticking it out because I don’t want to deal with the company again to try to get my money back.Helix Sleep
Date: 11/17/2023
Hi ****,Thank you for your providing your feedback, and we apologize that the service was not as prompt as it could have been. You are still welcome to return the Twilight Luxe for a full refund, and we'll do our best to make that process move much more smoothly this time. Please do not hesitate to reach out to our team if you change your mind.Best,The Helix TeamReview fromSarah W
Date: 09/26/2023
1 starSarah W
Date: 09/26/2023
Helix is a dishonest, fraudulent company, and on top of that their representatives are rude and untrained. Here is what to expect when buying a Helix mattress: you buy a mattress online, they send you notifications within a few days so you think it's going to ship, it never ships at all, then it takes a month to track the people down to get your money back, and when you do they are rude and misspeak.I ordered a mattress for around $1500 on August 21. A shipping label was created, but the mattress was never shipped. Today is September 26. Every day I have spent about an hour (so an hour every day for the past month) trying to track down my order and get a response from support (tried chat, e-mail, phone, and leaving a voicemail). Finally today I got through to a human being, who told me they "just didn't give it to ****** but she could place the order again, and maybe this time would be different. MAYBE THIS TIME WOULD BE DIFFERENT. Ultimately I had no choice but to cancel the order, as I cannot put my entire life on hold just to track down a mattress I paid for over a month ago (which I have no confidence Helix would feel like giving to ***** to ship, as it's just up to their whim whether they fulfill orders their customers have paid for). Here is a direct copy and paste from a chat I had with Helix support even:"We rely on customers to keep an eye on their tracking and order status and let us know if there are issues" <-- that's insane first of all, second of all I am the customer, I kept an eye on my tracking an order status, I let them know there were issues, and nobody did anything about it. I have now spend dozens of hours of my life just trying to get what I paid for.Please do NOT do business with this company, unless you want to lose your money, time, and sanity.Helix Sleep
Date: 10/10/2023
Hi *****,Thank you so much for reaching out with your feedback. We sincerely apologize that there was a delay with your shipment. Our system responds to changes in tracking from ****** it looks like this may have fell through the cracks as the original tracking number was never scanned. Please know it is never our intention not to ship a product you paid for. We apologize that the error took so long to resolve and reduced your confidence in our business. Your order has been cancelled and refunded.Best,The Helix TeamHelix Sleep
Date: 11/02/2023
Hi *****, Thank you so much for reaching out with your feedback. We sincerely apologize that there was a delay with your shipment. Our system responds to changes in tracking from ****** it looks like this may have fell through the cracks as the original tracking number was never scanned. Please know it is never our intention not to ship a product you paid for. We apologize that the error took so long to resolve and reduced your confidence in our business. Your order has been cancelled and refunded. Best, The Helix Team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.