Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: 10/06/2024 Amount Paid: $2,285.29 (initial purchase, with subsequent exchanges at $0)Product Promised: Helix Sunset Elite mattress, advertised and recommended for its zoned lumbar support, pressure relief, and overall durability especially suited for side sleepers with lower back issues.Nature of the Dispute:I purchased the Helix Sunset Elite mattress, which began sagging significantly within one month of use. This contradicts the products advertised support and durability, especially given its premium price point. The sagging has caused severe lumbar pain and disrupted sleep, directly undermining Helixs marketing claims and the guidance I received from their support team.Resolution Attempts:I attempted resolution through both Sleepare (the retailer) and Helix (the manufacturer). Despite submitting receipts, photos, and following all procedures, both parties denied responsibility. Helix initially confirmed that my third-party receipt would suffice for a warranty claim, but later reversed their stance. Numerous emails and chat transcripts show repeated attempts on my part, met with delays or dismissive responses.Impact on Health and Well-being:The mattresss deterioration aggravated my lumbar facet syndrome and endometriosis-related back pain. I was recovering from surgery (11/13/2024) at the time and required reliable lumbar support. Ive undergone chiropractic treatment, X-rays, and physical therapy, and Ive seen a sleep specialist due to chronic sleep disruption. Attached is a detailed statement with documentation of the physical and emotional toll this has taken.Desired Resolution:I am seeking a full replacement of the defective Helix Sunset Elite mattress with a model that adheres to the advertised standards. Given the medical impact and substantial deterioration of the product, I believe this request is both fair and necessary.

  

  Business Response

  Date: 05/07/2025

  Were sorry for any confusion or frustration the customer experienced while working through the warranty process, especially given the involvement of a third-party retailer. Weve since been in touch with her directly and have a replacement mattress currently in production.
  We truly appreciate her patience and the chance to make things right. Our goal is always to ensure our customers feel supported and to stand behind the quality of our products. We are committed to learning from this experience and improving communication in cases where third-party purchases are involved.

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Ive received confirmation from Helix that a replacement mattress is being sent, and I truly appreciate the support I received from their team, especially ******, who was kind and helpful throughout the resolution process. Thank you so much to both Helix and the BBB for assisting.
  
  Sincerely,
  
  ********* *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has deceptive business practices. I thought I was purchasing an ergonomic luxury mattress. I received a cheap, uncomfortable mattress. I have emailed the company four times to ask them to schedule a pickup of the mattress, so they can process my refund. Twice they have not replied, once they took a week to reply. And they have not helped me schedule the pickup. They force you to keep the mattress for at least 20 days after they install it. It has already been more than 20 days, and I am still stuck with this uncomfortable mattress, and missing my $2,400 refund. I am very surprised that this company was recommended by ***** magazine, because it is a scam.

  

  Business Response

  Date: 02/18/2025

  Hi *****,

  Thank you so much for reaching out with your feedback! We apologize that this experience hasn't been the best for you. To give some context on our 30-day break in period, we find that foam mattresses tend to have an adjustment period. Sleeping on a new mattress is kind of like using a new pair of shoes - it needs to be broken in and your body needs to adjust. We ask that you try the mattress for this amount of time to allow for that adjustment.

  I do see that we have now started the return process for you, and our partner Sharetown should be reaching out shortly to confirm your date and time. We understand you have been waiting, so we have requested that our partner prioritize scheduling your pickup.

  We appreciate your patience; we are working to get this pickup scheduled for your ASAP.

  Best,

  The Helix Team

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear BBB Representative, 

  
  Thank you for your recent message. I would like to clarify that my complaint (#********) against the ***** parent company, Helix, is not resolved. While I recognize the complaint has been classified as The business addressed the issues within the complaint, but the consumer either (a) did not accept the response, OR (b) did not notify BBB as to their satisfaction, I want to emphasize that I do not accept the businesss response. Here is why:

  
  Misleading Product
  The mattress I received from ***** was billed as a luxury mattress, yet it appears to be little more than a cardboard box wrapped in fabric and is extremely uncomfortable. My husband and I have been sleeping in our basement guest room for two months because the product in our master bedroom is unusable.

  
  Refund and Removal Issues
  I have not received the refund and removal promised for this substandard product. ***** charged me $200 to remove my original high-quality mattress and replace it with what amounts to garbage. Their removal vendor does not operate in my area. When I asked the removal vendor for the name of the secondary vendor and their Certificate of Insurance, I received no email response. 

  
  Concerns Over Defacement
  The removal vendor instructed me to cut off the tags and spray paint TRASH on the mattress, before they would even schedule removal. I am concerned that this could be used against me to claim I damaged the mattress and thereby void my refund.

  
  Lack of Timely Cooperation
  Despite repeated attempts (via BBB, my credit card company, and email), I have not gotten a straightforward resolution. I feel this process is being intentionally delayed so that I will be ineligible for a chargeback through my credit card.

  
  Because the company has not resolved any of these issues, I respectfully request that the BBB reopen my complaint and continue to assist me in reaching a fair resolution. I am requesting a FULL REFUND in order for this case to be resolved. I am available to provide any additional documentation or details you may need.

  
  Thank you for your time and assistance.

  Sincerely,

  ***** ** ******** ******* *****

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  

  Business Response

  Date: 03/14/2025

  Hi *****,

  It looks like one of our managers, ****, has been in touch to assist with your return and accepted your chargeback. You should receive your refund from your credit card company shortly, though the processing time will depend on your bank.

  Please don't hesitate to reach out if we can be of further assistance.

  -The Helix Team

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Helix mattress a while ago, and soon after, both my partner and I started experiencing terrible lower back pain. I checked their website, which clearly states: "If, for any reason, you are unhappy with your mattress, you can return it for a full refund within 100 nights, after the first 30 days."To me, this implies you essentially have 130 days to return it. However, when I contacted customer service, they were unhelpful and insisted I misunderstoodthe 100-night return policy apparently starts the day you receive the mattress. Does that make any sense to you?What makes this even worse is that the pain caused by this mattress was so severe that both my partner and I had to start going to physical therapy. On top of that, we had to get rid of the mattress and absorb the financial loss to buy a new one. Considering how expensive these mattresses are, its appalling that the company would cling to a technicality instead of addressing a serious issue affecting their customers.

  

  Business Response

  Date: 02/14/2025

  Hi *****,

  We appreciate you reaching out with your feedback, and we are sorry to hear that the mattress has not worked out for you. Our trial is 100 Nights, as per our website and as per email correspondence with our company previously, it appears you were made aware and understood (please see attached correspondence where you confirm that the trial is 100 days, not 130 days). 

  While a return and refund is not a possibility at this point, someone from our team has reached out to see if we can find a different solution for you. Please keep a look out for our follow-up.

  Best,

  The HelixTeam 

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a HELIX KIDS FULL SIZE mattress in late Nov 2024. I was incorrectly sent a TWIN size. I used the online chat to notify the company of the error. They said that they would be sending me the correct mattress and they would be sending me information in regards to returning the incorrect, twin size *********** has been nearly one week later and I still don't have any shipping information on receiving the correct mattress and I haven't receiving an email to have the incorrect mattress picked up. I have tried calling multiple times and they never have anyone available. After being on hold for 10 minutes, the call ends in a recording that tells you to leave a message. I have emailed and texted and either have not heard any replies OR have just been told that they are "working" on it. Meanwhile, my three year old is sleeping on the floor in our new house. I am incredibly frustrated with this company and their customer service. I will NEVER order another mattress from this company again.

  

  Business Response

  Date: 12/24/2024

  Hi *****,

  Thanks for reaching out with your feedback, and we sincerely apologize for the experience and delays. We do see your replacement was delivered on December 14th, and the incorrect size mattress has been removed from your home.

  Please let us know if our team can be of further assistance. 

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2021 I purchased a helix mattress for the price of $1,954.17. That mattress supposedly came with a 10 year warranty. About a month ago, I filed a claim under the warranty because the mattress developed a severe sag at the along the edge. After going back several times to provide the information the company requested (each time having to hoist the ridiculously heave mattress off the bed to provide them what they requested, the company responded that they would not honor the warranty since the boxspring I used (which is a girly normal Boxspring) had support that was 7 inches apart and they require a maximum of 5 inches. They could not Explain how the 2 inch difference would cause the problem that the Mattress clearly had. The 5 inch requirement,I believe, is an excuse to justify not honoring their warranty. The company offered to send me Mattress topper, but putting a topper on top of a broken mattress will not fix the problem ( and does not Qualify as honoring your supposed warranty). This is in my opinion a deceptive business practice and needs to be stopped. They are certainly not the only ones in this industry to practice it but it will Never be stopped until someone tells them To stop. I ask you to help me do that. Thank you.

  

  Business Response

  Date: 11/21/2024

  Hi ***********,
  

  Thank you for reaching out with your feedback.
  
  Given that you were not aware of the base requirements, we can issue a replacement for you as a courtesy.
  
  However, please note that gaps of 7" in your base are too large. When the gaps between supports are more than 5" apart, the foam mattress can sink into those large gaps and cause sagging and deterioration. Please be sure to set your replacement mattress on a base that meets the 5" requirements, otherwise the chances of another defect are likely. Should you make another warranty claim on the replacement and the base has not been updated to meet the requirements, that claim will be rejected.
  
  One our managers has reached out via email to get the ball rolling on your replacement. Looking forward to sorting this out.

  Best,

  The Helix Team

  Customer Answer

  Date: 11/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved conditioned on receipt of the new mattress, which is scheduled for Tuesday, December 3, 2024.
  
  Thank you for your assistance in this matter.
  
  Sincerely,
  
  *********** *******
  
  
  
   
  
  

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My couch from ******* is within the warranty period and I requested warranty replacements for two cushions because they had tears in the fabric. At the same time, I requested that instead of just the couch cushion covers being sent, a replacement cushion be sent, as the cushions, despite very light use, are quite worn and uncomfortable to sit on. They sag horribly and one can feel the frame of the couch through the cushion. This is not normal 'wear and tear' rather, it represents a manufacturer defect on these cushions, as they have hardly been sat on, and should not be this flimsy after less than 3 years of ownership. I am requesting that the company please send a replacement normal seat cushion and a chaise seat cushion, as this should be covered under the limited warranty. Thank you.

  

  Business Response

  Date: 11/21/2024

  Hi *****, 

  Thank you for reaching out with your feedback. We'd like to have another look at the cushions as from the photos you provided, there was no evidence of sagging or softening. One of our managers has reached out via email with some next steps

  Looking forward to sorting this out for you! 

  Best,

  The Helix Team

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/27/24, I ordered a Plus Luxe King mattress ($2,485.82), adjustable base ($1,499), and 10 year accidental damage warranty ($89.25). I received the items on 7/29/24. The mattress didnt work for me so I initiated a return. I received a response on 10/15 that a 3rd party company would be scheduling a pickup. I responded back to confirm the adjustable base would be picked up also. With no response, I reached out via chat to confirm the base would be picked up. I ended up chatting with a customer service supervisor (*****) who explained that the base has a no refund/no return policy once out of the package. ***** noted that the return policy is included on the product page. Upon review of the product page, its apparent that the company includes the return policy in the section for the product warranty. This is highly deceptive. A return policy is not the same things as a warranty. In addition, the company has a clearly visibly FAQ section which explains the warranty terms; therefore, one would not see the need to review the same warranty information in the product specifications section of the pageBUT the product specifications section (which is an section you have to expand to read fully) includes the return information. I explained this to ***** and his response was solely that we provided the information and we tell customers when they chat with us prior to purchase. They ultimately put the **** on the customer to proactively ask about their return policy when they tout a 100 night guarantee as a selling point. In addition, a different rep ******* responded to my email (which I missed) to offer a refund of the base. I responded that I would like a refund, only for ***** to come back and rescind the offer. I personally feel retaliated against because I advised ***** I would call into **************** and he responded my agents will provide you the same answerbut the agent offered a refund that they no longer want to honor.

  

  Business Response

  Date: 10/29/2024

  Hi *****,

  Thanks so much for reaching out with your feedback! Due to the confusion re: our return policy, one of our managers has reached out to assist with returning the remainder of your order.

  We look forward to making this right for you.

  Best,

  The Helix Team

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ******** with 15 year warranty. after less than a year the sag on the mattress is so bad it causes pain when sleeping on it. I contacted helix sent all pics and info required by their own guide. at first the *** saw the pics and said it must be pillows were never taken out to cause large dip. I asked about removing cover and was told it would void warranty. then in the next email they said remove cover for more pics. followed by another email saying there is not 1.5 inch dip so its not covered after already acknowledging bad dip in previous email.. at his point I don't even know I am emailing a real person. Please help me resolve this I will accept ***lacement mattress but prefer refund as I have lost faith in this company and there warranty. I will be moving to a new home in early November. new address will be ************************************************************************************* after Nov 15 this is where mattress will be for pick up and ***************** number remains the same

  

  Business Response

  Date: 10/29/2024

  Hi *****,

  Thanks for reaching out with your feedback! We sincerely apologize for the frustration and confusion regarding your warranty claim. One of our managers has reached out via email to clarify directions re: removing the cover. We are happy to review any more photos you can provide as per these directions.

  Looking forward to sorting this out for you! 

  Best,

  The Helix Team

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 19, 2024 I was charged for a warranty policy by Mulberry through Helix regarding a mattress purchase. I never okayed this charge for $110.51. Ive contacted the company 7 times & have sent them a copy of the charge. Im still waiting for a credit- it has not been resolved.

  

  Business Response

  Date: 07/18/2024

  Hi *****

  Thank you for bringing this to our attention. It looks like this service has been successfully refunded.

  Let us know if we can be of further assistance.

  Best,

  The Helix Team

• Initial Complaint

  Date:06/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order on May 26 for a kid full-size mattress, and now it is almost four weeks but we have still not receive ANY confirmation on the status or delivery. Repeated calls were never returned. This company seems like a scam.

  

  Business Response

  Date: 06/27/2024

  Hi *****,

  Thank you for bringing this to our attention. It looks like you purchased our mattress through one of our retail partners. For any order status issues or concerns, you will need to reach out to the retailer directly. Our direct-to-consumer team unfortunately cannot assist with this.

  Best,

  The Helix Team 

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The vendor, Helix or Helixsleep, did not answer our complaint and showed once again no care about its customers.  We placed an order for a kid mattress with the vendor on May 26 and didn't heard anything back from the vendor for more than three weeks. After we complaint about the experience, the vendor abruptly cancelled the order without providing any information or explanation.  We wasted more than four weeks of our time and more than $160 coupon and the vendor "revenged" on us due to our complaint to BBB.  It is unbelievable and what a terrible experience!!  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  

  Business Response

  Date: 07/08/2024

  Hi *****

  We sincerely apologize for the frustration. Unfortunately, there is no further action we can take here as this order was placed through a 3rd party retailer. Please contact Bloomingdales with any concerns about your order.

  Best,

  The Helix Team