-1 Star - A Masterclass in How Not to Treat Customers I want to start by saying I cannot speak to the quality of Helix's products. What I can speak to, at length, is the complete and systemic failure of their customer service operation. We ordered two Twin XL ergo bases, two mattresses, two waterproof covers, and two sets of sheets with White Glove delivery. From the very beginning, getting anyone on the phone was nearly impossible -- calls went unanswered for four to five days, and chat support meant wading through a bot repeatedly, and on the rare occasion a response came, it was from an online agent -- never an actual person -- who provided almost no useful information. We proceeded based on product reviews alone, which in hindsight was our first mistake. The delivery was the breaking point. We returned home from a funeral to find FedEx -- not the White Glove service we paid for -- had deposited two 100-lb boxes in our hallway, blocking our stairs, bathroom, coat closet, and a bedroom. The driver told us he was authorized to leave them outside in the snow had we not been home. We spent the entire weekend unable to reach anyone at Helix. What followed was a week of unsafe living conditions, endless unanswered calls and chats, miscommunicated arrangements, and a rotating cast of representatives -- each less informed than the last. The third-party pickup company we eventually reached had been given inaccurate information by Helix and was not prepared to fulfill what had actually been agreed upon. They were left trying to sort out Helix's errors independently, on our behalf, while we were all simultaneously trying to get Helix on the line. We ultimately cancelled not because we wanted to, but because Helix's conduct made it impossible to trust that anything would be handled correctly going forward (to date, information is still being processed incorrectly!). At that point a full refund was verbally promised. As of today, only a partial refund has appeared with our credit card company. And today's scheduled pickup -- arranged by Helix -- has been entered as a single 100-lb box. There are two. This is not a minor clerical error; it is the same pattern of careless, inaccurate communication that has defined this entire experience from day one. We agreed in good faith to retain $300 in bedding, only to realize it may not even be compatible with the replacement mattresses we are now forced to source elsewhere. So to be precise: after two weeks, we have unsafe boxes in our hallway, a partial refund that doesn't match what was promised, an incorrectly entered pickup order, and bedding that may be useless to us. Nothing has been done to meaningfully address this situation. If everything goes smoothly with your Helix order, you may never encounter any of this. But if anything goes wrong -- and based on the reviews, things do go wrong -- you should know exactly what you are walking into read more

Helix Sleep - Angle of the boxes blocking the batheroom as you come down the stairs - Mattresses Near Me - New York, New York

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Wow, it's amazing what a well-written review can do. I got an email from Doug at Support, and long story short he said and did all of the right things. I now have a beautiful new Helix Midnight Luxe that sleeps much cooler (because of the optional topper he included) and has much better edge support. I would give this company a 5 star review if I'd had this response without having to resort to writing a bad review. The Warranty is great but it must be honored to be great. A one-size fits all photo requirement obviously wasn't the solution to my problem Also, I'd hoped that this mattress wouldn't wind up in a landfill. I understand that you're not offering a BOGO promotion and that you didn't want me inconvenienced because your third party contractor failed to pick up the mattress in a timely fashion, but the gent who picked it up dragged it across the driveway and hauled it to the landfill. Would I buy another mattress from Helix. Absolutely. I'm hoping that in addition to having improved your product you've improved your warranty process. Thank you Doug. Thank you Helix. read more

I cannot recommend strongly enough that you choose a different company. I purchased a Helix Midnight Luxe King mattress, and just seven months later, at 35 years old, I herniated a disc in my back. I spent thousands of dollars on treatment, and for over a year I genuinely forgot what a pain-free night of sleep felt like. After talking with my physical therapist about how much worse my back pain was at night, she suggested I try to return the mattress, even though I was past the 100-day trial. Helix refused, stating the mattress was "fine" because it did not have a 2-inch sag--which is an absurd amount of sag to require before acknowledging a problem. I ultimately spent thousands more to replace it with a Tempur-Pedic mattress (the same brand I had previously owned, just in a smaller size). From the very first night, I slept without pain. The difference was immediate and honestly felt like a miracle. To make matters worse, when the delivery team removed the Helix mattress, the box spring underneath was completely broken down. I am one person and nowhere near obese. This product is simply poorly constructed. Do yourself a favor and choose anything else. Helix is a terrible value for the price. If you want a recommendation, I strongly suggest Tempur-Pedic--and to save some money, consider purchasing through Costco. read more

Terrible customer service! No return calls, on line chat people are not educated on the product. IMPOSSIBLE to get to a real person, called several times and placed on hold for 15 minutes each time then recording says no one available and they will call back.......and they don't. Edited to reply to comments left below from Helix. I sent private massage as requested and still no one contacted me! Buyer beware read more

Ordered six Cloud pillows from Helix. After less than 4 months they became super lumpy and started tearing at the seams. I can't sleep on these things. Tried to get a refund but was 1 month over their return window. I won't recommend this brand to anyone or use them again. read more

Helix Sleep - For some reason this pillow is tearing at the seams. - Mattresses Near Me - New York, New York

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Bought two Helix mattresses on 5/3/2026. Both shipped from Helix factory on 5/7/2026. One was delivered via FedEx on 5/14/2026 but the driver could not find other mattress on his truck. We called Helix and we were told that other mattress was delivered on 5/11/2026 and we told them that was incorrect and that we had not received a delivery on 5/11. After several minutes of runaround, Helix's only response was the mattress was delivered. Helix was of absolutely no further help and did not offer any help to us whatsoever in locating the missing mattress. We then checked with FedEx and found out that both mattresses left Helix factory in AZ on 5/7/2026 but one had an unreadable label on it and was RETURNED by FedEx to HELIX in Glendale AZ on 5/11/2026 for a new label and it was indeed NOT delivered to us on 5/11/2026 but was actually sitting back at Helix in AZ since 5/11/2026 awaiting a new shipping label. If we could find out all this information from FedEx then why could Helix have not found this out when we called them asking where was our 2nd mattress? The answer is simple, Helix's customer service is lazy and incompetent. We finally received the 2nd mattress on 5/18/2026, no thanks to Helix other than whoever realized it was sitting in their shipping room and needed to be reshipped! Helix, you're going to have to do a better job than what you did to earn anything better than a one star rating. You can start by overhauling your customer service (aka NO SERVICE) department! read more

Don't waste your time on this product. The Midnight Luxe is just a cheap hard mattress like you could buy anywhere. Nothing plush or relaxing about it. Beware of all the sponsored and fake reviews. Useless. read more

The mattress didn't meet our needs but the customer service was top notch. Easy to return and full refund.

Avoid at all cost! Do not waste your money! If possible, I'd give this 0 stars. There isn't even a way to review this company through Google reviews, which feels super shady in this day and age. This is the absolute worst mattress we have ever laid on. Old, cheap motel mattresses have better support and are more comfortable than this is. We are so very unsatisfied, frustrated, and at a loss. We have used multiple supportive foundations to hopefully help our issues and there is no saving it. This mattress has given us trouble since day 1 with no help and resolution because it's not the visible defect that is the only thing the warranty actually covers. In just a couple of months, the mattress started deteriorating and loosing support function. Our mattress has become so uncomfortable that I can no longer sit in it for longer than 30 minutes without pain or discomfort, let along sleep in it. I had to move to sleeping on our couch that we moved into the bedroom,​ while we save up for a new mattress. My husband switches sides or rotates the mattress every other day to try to get relief to no avail.​ If I am able to fall asleep, I wake up in such pain it is unbelievable. Our necks, backs, and each joint scream and ache in pain. My hands fall asleep because parts of me sink too much without being properly supported, but at the same time, the mattress feels rock hard on your sensitive pressure points. My midsection sinks deeper than my feet which lead to the above plus burning in my muscles and instant head pressure. We wake up with terrible headaches and neck pain because the top of the mattress sinks way too low. My husband's side is lower than mine, so any time I get close to his side of the mattress, ​I roll into him. There is terrible motion transfer and each of us are violently jostled at any minor movement. We feel each other's slightest movement, which isn't supposed to happen. It shouldn't be like this. We have tried to make it acceptable with pillows, mattress toppers, etc, but nothing worked, and the issues get worse with every sleep. There is nothing good or redeemable about this mattress. We have reached out to the company multiple times without help or resolution because we initially were past the trail period, which I get, regardless of our circumstances, but if the mattress is this terrible with this amount of issues and complaints, something is glaringly wrong, is defective, and should be done to fix it. But nope. All of the issues we have with this mattress are not covered under warranty because it isn't the visible sinking issue, which is the only thing actually covered by it. Please look elsewhere for your next mattress! read more

Dear Mr. Tishman, I am writing to you about the situation that I have encountered after the purchase of a Helix Elite Midnight. In August 2024, my husband and I decided it was time to replace our 10-year-old mattress. After doing some basic research of what is available today, we decided to visit the Better Mattress store in Denver. We appreciated the option of being able to "try" a few of the bed in a box brands in the store. As you well know, buying a bed is a big thing... not like any other purchase as we spend a significant amount of time in bed. I was interested in looking at DreamCloud, Leesa, Helix and others but quickly found that many seemed awful compared to the more expensive options. DreamCloud was quickly dismissed and Helix quickly stood out. Especially the Helix Elite. We appreciated the quality, feel and especially the zip out topper. It was a great selling point to have the option of not replacing the entire mattress in a few years, but to just replace the topper. It seemed genius at the time and worth paying the higher price for the Elite rather than the Luxe. We made the leap to purchase the Helix Elite Midnight (it was more than we had planned on spending but made the purchase in good faith). At the time, it seemed like a good fit for us. It was delivered August 2024. We had the 100-day trial and things seemed to be going well with this new amazing mattress. As of April/May 2025, I began to experience some hip and back soreness which has continued. Knowing we were well beyond the 100 days; I went back to the store in May to see what it would entail to purchase the Twilight insert as I felt maybe I needed more support. At that time, I was told that Helix had made changes in the mattresses and that the topper in the 2025 version would not fit in the 2024 version. The question begs to be asked - why would Helix make a new version of the topper that doesn't fit in the old mattress? If you had made them compatible, your new customers would also love the option of just purchasing a topper down the road, and your existing customers would still have access to a new topper if needed. I feel I have been misled; a bait and switch. It seems the new version should have been made compatible with the old and all your customers who purchased the 2024 version would still be happy to know that they have the same option of changing the topper if they chose to. A win/win for all. Unfortunately, this is not the case. I have spoken to 3 people at Helix. Jeff, who told me there are no Twilight toppers available for the 2024 Elite and I could buy a new bed for 32% off. Ten months after our purchase I would never have thought I would need to purchase another mattress. He also said that at the time of my purchase it was true that the idea was to be able to change the topper out down the road, but that isn't the case now because of the new model. Then I spoke to Julia who told me that there was a new "Happy with Helix" policy that that was recently implemented last week that might allow me to exchange the bed. After a discussion with the Better Mattress Store, that just seemed to be your 100-day trial. Lastly, I spoke to Joey who said this issue could be escalated and she would have a retail representative contact me sometime next week (I still have not heard from anyone). Three people, three different approaches and still no answer to how I remedy this issue of not being able to get a new topper for my bed. I have read that the Helix mattresses are made to order. Why can't I order a new topper to fit my 2024 Helix Elite? Surely, I cannot be the only person that hoped to be able to get a new topper at some point for this mattress! Additionally, I would like to mention that the Better Mattress store has been very kind to check their warehouse for a Twilight topper that would fit my bed. They have been checking to see how they may be able to help me from their end. Unfortunately, they have not been able to locate a 2024 Twilight topper for me. On June 21, 2025, I received a response back through your online customer service from a comfort specialist. This "specialist" told me that because I did not buy the bed through helixsleep.com, there was nothing to be done. It was recommended that I contact the dealer (which I have). Disappointing as the reason we purchased the bed was to be able to change out the topper. Your dealer does not manufacture Helix so they cannot help with this. Is the only way Helix stands behind its own product is if it was purchased directly from the website? Does Helix take no responsibility for a product that it makes to order regardless of where it was purchased? Ten months after my purchase of the 2024 Helix Elite Midnight, it is no longer made and there are no available toppers to change out despite this feature being the selling point. As a consumer that put my faith in Helix, will you be able to help me with a topper for my 2024 Helix Elite? read more

Helix Sleep is a poorly managed company with NO customer service. We placed an order almost four weeks ago and have still not received ANY message on delivery and the status. Repeated calls were never returned. This company seems like a scam. read more

This review concerns Helix Sleep's customer service. Helix did not respond to three emails and two phone calls regarding the shipment of my mattress, foundation, and frame to my home. Only after three deliveries occurred to a home I do not yet own, did I receive the first email response that addressed my concerns. They do not call, text, or email regarding delivery. Fed Ex just shows up and the delivery happens on their timeframe. I do not know if this is also a Fed Ex customer service responsibility, but I have no trust or confidence in Helix poor customer service. read more

Horrible customer service. Placed order for 2 kids mattress protectors beginning of August, after a month of no delivery sent an email and was told that they will ship the order so that i can receive it pretty much 2 months after my original order. When i explained that in the meantime i had to purchase cheap amazon brand mattress covers due to not receiving the delivery because they never shipped it, i was told they can cancel the order but cannot offer any discount for the items. Mind you the same day i made the original order i also purchased their Helix kids mattress and bedding, so someone who spent hundreds of dollars with your company you made a mistake and your client explains that they had to purchase a substitute for your product for the time frame that its not delivered and your response is we can cancel your order but we can't offer a discount for the product. All i can say is horrific customer service, the person on the phone did not care to be on the phone and acted as if i was a burden when we were speaking. I definitely do not recommend this brand or company mainly due to their customer service which is non existent. To the management at Helix do better by your clients, especially repeat clients who like your product and have a valid issue. disappointing experience overall. read more

If I could give this company zero stars, I would. I purchased a Midnight Luxe Mattress and initially was so incredibly happy with it. As a mom of 4 little boys, I often have one or two crawl into bed with me at night. Because of this, I knew it would be smart to buy a mattress protector and protect our $2K+ investment as we hope to have this mattress for years. I initially purchased another protector from amazon, as it was less expensive than the one Helix offered, but after sleeping on it for a few nights, I found that it completely changed the feel of the mattress in a negative way. So I opted to purchase the Waterproof Mattress Protector directly from Helix, trusting that the quality of the protector would match the quality of the mattress, while also maintaining the luxe feel we fell in love with. To say I am frustrated, disappointed, and upset would be an understatement. The Waterproof Mattress Protector has completely and repeatedly failed. Every time one of my little boys has an accident, the mattress becomes instantly and irreparably soaked and stained. At this point, I feel it would be safe to say that the protector I purchased from Helix is in fact, not waterproof at all. As a mom of 4, I am constantly putting my family first, and because of this, rarely purchase nice things for myself. Buying the Midnight Luxe Mattress was an exception to that. I know how valuable good sleep is, and I so desperately wanted a comfortable place to rest at the end of a long day. And the mattress itself has been worth every penny of the $2K+ we spent. But after the failure of our Helix Waterproof Mattress Protector, I feel like that investment has been wasted, as our mattress is now permanently stained in urine, which makes sleeping on it unbearable. When I contacted the company for help, their representative, Linaya, gave a short response saying that I am out of warranty and there is nothing they can do. (My warranty ended just a few weeks ago, mind you). The customer service of this company, mixed with their faulty product, is disappointing to say the least, and laughable at best. They clearly do not care about their customers or about quality control of their product. Shame on this company! read more

Zach , is awesome . Showroom wasn't quite opened yet he took us in right away . Ask for a Zach for the family discount if you are planing to buy . It's at least $100 better than anything on line . Will update once I get the matters . read more

Helix Sleep - Mattresses Near Me - New York, New York

I ordered my mattress August 27th (8/27) and it's now October 6th (10/6). More than a month and more than the pandemic time they said it would be delayed by. Customer service is missing in action in October...I get it if it were March, but OCTOBER and you can't respond to several emails. I initiated a chargeback as I'm totally in the dark and tossed my old mattress two weeks ago. Maybe the mattress is great, but I'll never know since they can't ship and can't answer emails or social media requests for update. I recommend you pass on Helix Sleep unless you can remove your old mattress the day before your new one arrives and are okay with an interest free loan to Helix for 2-3 or maybe more months. Keep in mind, should you want to return the mattress, you may be stuck with it as they won't get to your email and if they do take it back, your refund will also be waiting forever. Not worth the headache/hassle. read more

After 2 weeks of terrible back pain from this mattress, it was time to change the sheets. Saw how deformed the mattress was and immediately tried to contact the company. There is no phone number and takes 2 weeks to request a call. I have sent several emails, tweets, on FB and IG. After a week someone gets back to me and suggest that I need a firmer mattress and that is the reason for my discomfort. Replied back I want my money back and for you to take this garbage from my home. Another week goes by no response. Finally they say they will donate my deformed mattress? I have never dealt with a terrible company like this. Not only did I receive a deformed mattress, it caused back pain and couldn't get the customer service. This is an awful company and I will make sure it is known to others. Update: it's been over a month since I've received my my mattress. Scheduled a phone call almost 2 weeks in advance and they never called. Haven't received a refund and I still have this awful mattress Update: The rep that emailed me said that small dip ( 2 ft wide 1 in deep) in your mattress couldn't cause back pain. Then suggested I need a more firm mattress and that is why I now have back pain... beyond ridiculous! The owners comments on here shows the lack of concern for the quality of their products. Update: Even the pick up of the mattress has been terrible. I explained to the rep (through emails over the course of 2 weeks) I work, so I am not home during the day. Set my appointment up for 12-2pm. Emailed back and said again I work during the day. The set it up for 7-9pm. Guess what time I got a phone call saying the garbage company is on the way... 11:40am. They said they don't do pickups after 6pm. Update: they finally picked up the garbage mattress but have yet to refund my money. Now I have no mattress, am out $2,000 and have to go see a doctor from sleeping on this deformed mattress. Looks like emails and social media isn't going to be enough. read more

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Well, now that I'm here I see I have the same story as everyone else... I ordered my mattress over a month ago and it still hasn't shipped and they have stopped answering my emails. I'm going to initiate a charge-back with my credit card company today. To everyone else who has this problem - I suggest you do the same and look for a mattress elsewhere. read more

My husband is an essential worker sleeping on the floor after this $2500 purchase!!! Company responded to initial complaint with what I found is a standard answer. When we requested more action company has stopped responding. The order and delivery process were super easy and timely and the mattress was good the first few nights. We quickly found out the mattress was too soft and not for us but gave it a month to "make sure". We can barely walk in the mornings because our backs are so sore!!!! I contacted the company within the 100 day return window. I received an answer "your return process has been initiated and within 100 days...due to COVID you do not need to respond...we are working on it" Now they cannot locate the claim and we are now outside the 100 days and the company has stopped responding. Now my essential worker husband comes gone from a 12 hour shift working a COVID unit and sleeps on the floor!!!!!!! Stay away from HELIXSLEEP and nite that all of their reviews are written by them!!! read more

I purchased the Helix Plus mattress in April 2020. By April 2021 it was breaking down. Moved it to another room and the layers of foam slumped down into the bottom of the bed. I had to unzip the cover to relayer the foam. In the process, I saw where the coils had separated because the fabric the coils were incased with was torn. I contacted Helix and they said since the zipper cover was opened the warranty was void. There are reasons Helix isn't listed in lots of the top 10 mattress reviews. Spend your money elsewhere. I wasted $2000 on a 1-year mattress. read more

The mattress is comfortable, but there was a broken piece that came with the frame, the pillow top has loose threads already, and the free pillows they offer are free for a reason. They're awful. I reached out to their customer service and was given no option to trade, exchange, or have any choice to correct the issue at all really. Needs better QC processes on their products, and their customer service is among the worst I've encountered. I'd recommend elsewhere; if this matress doesn't literally make me feel ten years younger I'm returning the whole setup (around $2k) to try a company that at least attempts to provide service to their customers. Stonewalling while I'm trying to exchange the cheapest item they produce after purchasing the most expensive flagship matress they offer doesn't seem to make good business sense read more

Helix Sleep - Bed frame bumper - Mattresses Near Me - New York, New York

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We booked the appointment Friday night for the next day and was so easy to get a slot on a Saturday afternoon. As soon as we step in, Matt was diligent and resourceful offering us to take the quiz to see which of all the options they have was the perfect match for us. We already knew the option we wanted to see and right away we jump to the Testing area were he explain us with details all the differences between the Standard Line and the Luxe Line offering to us to test the matters... After that initial test he setup for us two more options in the standard lines and welcomed us to test the other options. I recommend 100% this company and encourage everyone to go and test their matress. For our surprise because we went there to visit the showroom he offered to us a special discount through a coupon. We were 100% satisfied with the service offered quite helpful to explain all the differences between the options they have read more

Attempted to purchase a mattress online. Promised to offer me financing at checkout. Only option at checkout was pay in full not. Contacted Customer Support and they told me "You must be doing something wrong." Was never able to make the purchase. Moving on to a different mattress company because of this issue (poor customer service) as well as tons of negative reviews about the poor quality of the products. read more

Wishing I had checked reviews here before buying. I did a TON of research and was so excited to purchase my helix, for around $1700, in mid July. It said 5-20 days for shipping. That was reasonable given the pandemic. Unfortunately, 2.5 weeks later it still says in production for 5-20 more days. They did immediately ship the two free dream pillows that came with my order. Unfortunately they gave me new neck pain. They aren't described anywhere on their website, so they aren't the ones that are valued at $99 each. They are pretty crap pillows. But they were included for "free" so fine. But although I get TONS of spam emails trying to sell me a bed I already bought, I receive nothing updating me about my mattress or the ship date. So I poke around on Facebook and see a whole bunch of people in my situation, and even more on Yelp. Why in the world would this company not learn to under promise and under deliver? If I remember correctly, my next favorite on the list was a Luna. And it was shipping within a week. Shoulda gone with that one. I hemmed and hawed on trying a bed in a box company for over a year. I researched a ton. I wake up in pain every day and finally decided life is too short. Just go for it. So disappointed. I'm still holding out hope that the mattress is way better than the pillows and helps with my pain. But seeing all these reviews makes me wonder if I'm ever going to get the chance to find out. read more

Don't do it. We really were excited about purchasing a new mattress. But it never came. 3 weeks and still crickets. You cannot call them and website chat is defunct. They promised a discount a week ago for the delay and that never happened. Now today their website shows we never ordered it. But they sure got their money. Support is non existent. Their website shows only the good reviews. They have disabled reviews on fb since those cannot be manipulated. And we have to research and pick another mattress. read more

The helix team is super responsive and I love the guarantee they have behind their products. 100 nights of sleep to test out the new mattress has been awesome. I moved during COVID-19 and ordered a mattress after taking their quiz.... 5 days later, we did the unpacking in my apartment. It was such a relief after several weeks of sleeping on an air mattress! read more

As others have mentioned their customer service is terrible. You have to schedule a phone call and an appointment is not available until 3 weeks from now. I have sent numerous emails without 1 single reply. Their chat feature on their website is never available. I ordered a standard king size frame they sent me a Cal King size frame. What am I supposed to do with this wrong sized frame? I am so irritated with this company. read more

We tried Helix and really wanted to love it. The bed we got was fine, but the customer service was terrible. There was an issue with our order and when we had to do an exchange for the same product, Helix said in the middle of the exchange the price increased by 300.00. They were unresponsive and lost a customer over 300.00. read more

Great staff, we showed up a few minutes before closing time and they couldn't have treated us better. They configured a few different types of beds to try out. We ended up ordering the Helix Dawn Luxe. Love it. This bed has removed 99% of my lower back pain, and is super comfortable. read more

Helix Sleep - Helix Dawn Luxe King - Mattresses Near Me - New York, New York

My husband and I had a very pleasant experience at the Helix showroom. We took the quiz prior to our arrival so that was helpful. Kristine was very helpful and informative. Can't wait to get our new mattress - the midnight! Will update our review as soon as we receive. read more

I placed an order 9/10, and so far Helix has provided 0 customer support. Theres virtually no way of contacting and speaking to a person in a real time. According to Fedex my mattress is lost and I have to wait 5-7 days (fingers crossed), for anyone from Helix to respond back. I really wish I would of looked the poor customer service reviews before making my purchase, don't make the same mistake. I plan on contacting my credit card company next week if no one from Helix responds. read more

It's been five weeks and no sign of my mattress. The only indication on my order update page is "finishing touches" - which has been the case for two weeks. Sent an email in eight days ago and got a promise of a response within 1-5 days. No sign of the response, either. They've got my money, but I have no idea if I'll ever see a bed. Good luck to anyone ordering. Update: seven weeks - still hasn't shipped. Told it would ship this week. Not counting on it. read more

MATTRESS ONLY REVIEW. My husband & I ordered the split personalized mattress, and slept our best night's sleep for the first 2.5 months. The mattress hugged our bodies back, enveloping them in a cloud that not only supported our spines, but reduced back pain, gave us more restful sleep, and prevented us from feeling the other moving around in bed... for the first 2.5 months, which is just about that 100-day window Helix gives you to return it. Come month 3, and there's slight discomfort. Month 4, clear divots in the mattress that sink drastically when you lay in them, causing your spine to curve in weird ways that make your whole body hurt the next day. And on my husband's already-bad back? NOT GOOD. Restful sleep is gone; it's replaced with tossing and turning, which somehow, we now feel each other moving. (My hubby's a bed sheet tornado when he changes position while sleeping; you'd think he was angry, it's how violently he turns at night. And yes, he's dead asleep lol... but regardless, he wakes me up at night again because I can feel him moving, because I'm bouncing like I'm on a trampoline!) To top it off, we're now rolling into each other at night. We're not sure whether it's because we ordered the split design or what, but the middle of the mattress seems to sink at night now, too. Customer service reached out, and while he was a nice guy, nothing came of it. Apparently, in order for your mattress to be covered by warranty, the dips have to be a minimum of 1". A whole inch? After 6 months of mattress ownership? That's a junky warranty right there! Of course, it's all foam, so when there's no weight applied to it, it 'springs up' quite a bit. But once you lay on it, or even put pressure on in with your hands, you can tell that the foam has broken down significantly within all the layers beneath! We measured our dips about a month ago, and they came out to 2cm. That's significant wear-and-tear for only 5 months of sleeping on the mattress... and we went on vacation a LOT this year. We were gone average 3 days a week since we bought the mattress, which means the mattress is technically "younger". So according to customer service, we're stuck with a mattress that causes me back pain in areas I've never had it, and makes my husband's back pain WORSE. I agree with Susie S's review - at the slightest HINT of discomfort, INITIATE THE RETURN PROCESS. Learn from the people who didn't pay attention and had faith in Helix's claims.... to our $1,200 loss!!! Or, better yet, SHOP ELSEWHERE!!!!! read more

As much as it pains me, this second Helix experience has been vastly disappointing. I went with Helix this time because I had an excellent Helix experience in 2018 trying out and buying a Helix bed, pillows and foundation. The mattress and pillows delivered were exactly as expected from our test run at their office in NYC. So obviously when we decided to buy a new mattress for the guest room, I favored Helix. Besides, they did offer to take the stuff back if we didn't like it, an option which we did not expect to use based on prior experience. Well, things certainly did not work out as expected. 1. The mattress turned out to be harder than we liked even though we ordered a softer model (Midnight) than we had used the first time (Dusk) we bought Helix. My GF just complained it was too hard. 2. The new wood construction easy assembly foundation squeak when one moved. Using no screws. I guess, has its drawbacks. 3. The "free" included pillows looked great when they inflated. Unfortunately, they deflated just as quickly when one's head put pressure on them. Not good at all for back or side sleepers. I tried to buy the same pillows I got in 2018, but Helix does not offer those any more. What they sell now is of a much lesser quality. 4. Having a very difficult time getting a refund. (a) It is very hard to find a link on their website to indicate you want a return. Plus there is no phone number to call. This was not the case in 2018. (b) Helix finds an NFP in your area to pick up the merchandise and asks you to name some convenient dates/times for pickup. Well, the NFP they chose completely ignored the dates I gave and kept insisting on different dates/times. In all, the NFP could not make any of the 6 weekdays/times I suggested, finally admitting he would only come to my area once every 1 or 2 weeks but could not provide any future dates. (c) I told Helix all this and they said they would get back to me. I am now waiting for my refund for over 2 weeks. So, unlike all the other merchants I've used in the past, I would NOT recommend relying on Helix's refund "policy." I think I;ll go to Costco instead. Never had a return problem with them. read more

Warning: DO NOT buy a Helix mattress. I am giving Helix Sleep one star because it will not let me give zero stars. I ordered my mattress several weeks ago, which was set to deliver in mid July. I planned the timing accordingly because I am moving and needed the mattress for my move-in, which was yesterday. Needless to say, I do not have my mattress - I don't even know where it is! This mattress was shipped through FedEx and the mattress was lost in the process. I have filed claims through FedEx, however I have NOT been able to get in touch with anyone from Helix. They gave me a "scheduled phone call time" THREE WEEKS FROM NOW. I have reached out via several platforms, including email and twitter - both of which they encourage you to do on their website - and have received NO response or any indication that anyone even is looking/listening/responding to these forms of communication. I will be looking into disputing this claim on my credit card. My recommendation: ditch Helix and go with a company (such as Casper) that is reputable and is equipped with a customer service team that will respond to you and make you feel like a valued customer. NOT worth the time, money, or energy. Again, DO NOT buy a Helix mattress. read more

It drives me insane when Yelp has overly positive reviews that are all 5 stars and posted on the same day. I would be wary of the reviews from Taryn, Jake & Adam posted 9/14-16/2015. Overall, I was happy with the comfort from my Helix Mattress. My review is for discrepancies in their warranty/FAQs. Steer clear of Helix if you are expecting anything out of your warranty or their customer service team. I like to keep my mattress on the floor -- no box-spring or frame. Following their advice on their FAQs, I aired out the mattress by propping it up against the wall at least once/week. I also would lay a sheet down between the mattress and flooring to keep the mattress clean. Further, I had a water/flea proof mattress protector around the entire mattress. In December, I noticed that there were black mold spots on the sheet that separated the mattress from the floor. After further investigation I found it had gotten through my mattress protector as well. Pictures attached. This is straight from their FAQs: "if you're going with the floor as your foundation, just make sure not to use on natural surfaces and occasionally air out the bottom of the mattress". The FAQs directly contradict with their warranty, where it clearly states: "This limited warranty applies to the following Defects [..] Normal wear requires that a Mattress be continuously supported by a matching foundation or adjustable bed base with a proper bed frame sufficient to support the collective weight of the Mattress and foundation." I contacted Helix support and explained my situation. The support agent agreed that I did my due diligence to prevent this from happening. He talked with his leadership team, and came back to me the next day. The best they would offer is to send me a free mold spray to treat the mattress. That was back in January... I have not heard from them since. I am all about this company's idea to cut-out the middle man, sell digitally, directly, & customized to customers. What I think the company undervalues is word of mouth; especially in an area like San Francisco. Companies are a dime a dozen, how customers are treated, and therefore feel, cannot be bought. I am eager to see other start-ups that come out of this new market that will take their name/brand seriously. Steer clear of Helix if you are expecting anything out of your warranty or their customer service team. FYI: Cocoon by Sealy has caught my eye -- with 130 years of experience and a warranty I believe they would stand-by. read more

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The Helix wood slat king bed frame is a beautifully designed platform for my King Dunlop latex mattress. The no-tools-needed assembly was amazing. The frame is solid. no wobble. The only design glitch is that the corners stick out a bit so until you get used to it (or drape a bedspread over them) stubbing a toe may occur. read more

Avoid unless you want CONSTANT SEARING BACK PAIN. Over the past two months, my partner and I experienced more and more discomfort sleeping on my Helix mattress and now its reached the point of searing upper back and shoulder pain. I put faith into their claims that customers should "Trust the Science" and that each mattress is "personalized to you". So I wasted time getting new pillows, changing the computer configuration to be more ergonomic, and changing the workout routine. So note to others: if you think there is a HINT of SNIFF of discomfort caused by your helix mattress, initiate the returns process. They are not flexible on the 100 day cut-off and they will not give two shits that you had good intentions and are now suffering from terrible pain caused by their shoddily crafted product. How do I know the mattress is bad? When my partner and I went home for the holidays, we slept on 20+ year old spring mattresses and all of our pain disappeared! Like magic. But after one night back on the helix mattress, oh nelly, all that terrible pain is back in full effect. Lastly, I think the customization is just a marketing gimmick. Why would you build a mattress for a stomach sleeper that is not capable of supporting the head and instead pulls on the shoulder and back muscles? My partner specified that he slept on his side and has wide shoulders for his side of the bed, and yet he still has shoulder pain. On the positive side, their delivery process was seamless and arrived on the date they specified. So I'd recommend the bed if you need the bed by a certain date AND if you want to suffer from the kind of pain that will lead to to be distracted at work, unable to enjoy your leisure time, and drives you to leave long detailed reviews on yelp! :) read more

I purchased a Helix mattress from a showroom that had most of the beds in a box on display. I tried a helix mattress and purchased the one I sampled in the showroom. The mattress I received did not resemble the mattress I sampled as it became very mushy. Upon looking at the mattress manufacturing tag on the bottom end of the bed I found out the Helix mattress was made by The Brooklyn Bed Company in Phoenix Arizona. So, if you are buying a mattress in box from a showroom flip it over and see who made it. I found out later that Brooklyn Bed and Helix were bought by CEREBUS and merged making Brooklyn Bed the surviving manufacturer. read more

I love this mattress. It took me a couple weeks to get used to the feel of it, and I was concerned for a second that it wouldn't work out- but it totally has. My wife and I went to the store and selected our settings - the guy was pretty cool and helpful. We selected the firmest one. He warned us that it might arrive firmer than it would ultimately become after a few weeks. I was glad to have been told that because it did take me a bit to adjust to it (and it to me), but I am so incredibly happy with it now. It's the most comfortable mattress I've ever owned. My wife agrees and we're both sleeping comfortably through the night now! Thanks everyone at helix! Very pleased. read more