ComplaintsforHelix Sleep

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress with Helix and prior to the purchase, I asked their customer service team if the mattress would be delivered to my door. I live on the third floor of a walk up and have mobility issues. I specifically asked if my mattress (150 lbs+) would be taken up the stairs and I was told yes. I then asked a second time for clarity and I was told yes again. My mattress was not delivered to my door and was left in my mail area on the first floor. I had to get the mattress up to my unit at my own expense. Ive reached out the Helixs support team and they have offered me no resolution or compensation for this inconvenience.

  Customer response

  04/03/2024

  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.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a mattress from Helix in 2019 which came with a 10 year warranty. This year it developed a bad sag which is covered within the 10 year warranty. Despite providing helix all of the necessary information as described in the warranty agreement I did not get it repaired or replaced. They gave me the run around asking me to provide information not required In the agreement I signed. The last straw was them requesting I destroy a third party foundation supporting the mattress to prove it met the slat space requirements. I sent them photos and a link to the foundation which they refused to accept.

  

  Business response

  04/08/2024

  Hi *****,

  Thank you so much for your feedback, and we sincerely apologize for the frustrating interaction with one of our agents. Upon management review, we can clearly see your base meets the requirements for warranty and are happy to move forward with a replacement free of charge.

  Our Customer Experience Manager has reached out to you via email to coordinate next steps. We look forward to making this right for you! 

  Best,

  The Helix Team

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Mattress last year from Helix Sleep. I was told I was purchasing a ****************** with bed frame and box spring. Un beknownst to.me they sent me a King size. I slept with the King size Mattress for nearly a year. I wanted to upgrade to the adjustable base to help my sleep apnea. As cpap doesn't work for me. I ordered the Cali King adjustable base and when it came randomly. ( my order still says it's in **** heading God knows where.) The mattress didn't fit the base. I contacted the company and they said since I opened the adjustable base it's not returnable.

  

  Business response

  04/05/2024

  Hi ****,

  It looks like the base has been returned to ** and refunded so you can order the correct size. We're so sorry for the mix-up!

  Best,

  The Helix Team

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is by far the absolute worst mattress I have ever owned in my thirty years of existence. The sentiment shared amongst the complaints on BBB have one things in common: This expensive mattress will fail, and the long-term effects this mattress causes shall not manifest until after the trial period. Here is my story:1) Upon arrival, one of the beams for the frame had a cut in the cloth exposing the side of the wooden frame. Helix sent a replacement for the side rail. This foreshadowed what was to come, and it only gets worse.2) the heated blanket was defective. It leaked almost the sand grain substance. I was refunded.3) the helix anti-slip cover did the opposite. It was very slippery, and the mattress cover fell right off it's axis and seemed not fit to scale the mattress. was partially refunded.4) there were termites coming out of the wood. I have pictures to prove it frass underneath from the termites droppings. We had a professional exterminator , and he determined the source could be from the wood gathered to make the bed. This was eventually solved , but just added fuel to the fire.5) the self-test on helixes site recommended I get a firm mattress to help with tossing and turning and my back and neck. However, it has done the opposite. My neck and back hurt more. And worst yet, my legs hurt. Its as if the bed also is uneven and slanted downwards.I was pressured from the get go into keeping the mattress beyond the 90 day trial. Ive had nothing but issues so far in the 1.5 years Ive had it. All Helix seems to care is to stick it to you, rather than provide an excellent product.If this cannot be resolved I want upper management to see the long list of problems i have. Im asking for a replacement mattress or a refund. I cannot take this mattress any longer. Its been an uncomfortable journey.I dont know if the insurance I bought will cover this. It should. Im only asking for a replacement thats a lot softer

  

  Business response

  03/22/2024

  Hi ******,

  We apologize for the experience you've had with us so far. We are happy to provide a replacement for this mattress. Once you're ready to move forward with the replacement let us know, and our CX Manager is happy to process the order for you.

  Best,

  The Helix Team

• Initial Complaint

  03/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an order over a week ago for a mattress and was quoted a delivery date of March 4th.In reality, March 4th was when they printed the label for shipment, likely after I asked for an update on the status of my shipment.I would expect at least that they no longer quote an unrealistic delivery date and state clearly on their website how long their orders actually take from the moment theyre ordered to when the item is delivered.I was told my item will not be shipped for another 48 hours, at which point I asked for an ETA and was refused the information. This delivery will likely take another entire week.

  Customer response

  03/05/2024

  My first requested resolution is to have my mattress delivered to me in a timely manner. Since posting my complaint the company has quoted me a new delivery date of this Friday. This was only after my lodging several complaints via phone, email and text with no direct response.

  My second and perhaps main request for resolution is to ask that the company no longer quote erroneous delivery dates upon checkout. This information misled me to purchase led me to pick this company over competitors who have a better delivery time.

  As a follow-up, I request that I as a customer be notified about any changes in the delivery date. When I try to reach support, I expect at least one channel to allow me to speak to support about the matter instead of receiving automated responses that do not address my issue.

  

  Business response

  04/15/2024

  Hi *****,

  Thank you for your feedback! We apologize that your order shipped a day outside of our estimate. We do see the mattress was delivered on March 8th, 2024. Please don't hesitate to reach out to our team if we can be of further assistance.

  Best,

  The HelixTeam

  Customer response

  04/16/2024

  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.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a helix dusk less than 2 years ago and it has become so unsupportive that it hurts our backs. We have to take turns sleeping on a separate bed to give ourselves a break. We spent $1500 on this mattress thinking it would last for years like a mattress is supposed to, but we might as well have poured that money down the drain. The company says the mattress isnt visibly sagging enough to give us a refund. The warranty seems like its just designed to exclude cases like this because they know their product is going to fail but dont want to take responsibility.

  

  Business response

  02/22/2024

  Hi *****,
  
  Thanks so much for your feedback. As per our warranty, any dips or unevenness measuring less than 1.5" is considered normal wear and tear.
  
  In your correspondence with our team, you mentioned that your measurement is coming in at about 3/4", however we did not ultimately receive photos from you confirming this. We would still encourage you to send over the photos as requested; Our team can get our eyes on the issue, check the base, and keep the photos on file should you continue to see more deterioration. Our team is happy to review any evidence of defect you can provide to us.
  
  In the meantime, we hope the complimentary topper we sent is helpful. Please do not hesitate to reach out to our team with any further questions.
  
  Best,
  
  The Helix Team

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 4th ordered a mattress and pillows from Helix. I confirmed the ship date with Helix before placing the order as I needed the mattress by December 18th. They said it would take 3-8 business days to ship.After the window in which the mattress was supposed to ship I was notified that the mattress had been delayed and would not arrive until after the date I needed it.I put in a return request asking for a refund and that the mattress NOT be shipped. I received a confirmation e-mail that my request had been received.The mattress shipped anyways. Once the mattress arrived I immediately put in another return request and received a confirmation e-mail that it was received. I did not receive return instructions for a number of days so I reached out via e-mail again.I finally connected with a sales rep who said ***** would pick up the mattress on January 3rd. ***** did not pick up the mattress. A few days later I sent a message to Helix asking for a status update. I Received no response. I filled out ANOTHER return form and received a response. This person said "***** had tried to pick it up but couldn't get in the gate." They only made one attempt despite being told by Helix they would make three attempts.There was also no follow up and no attempt to connect with **** was told they would come back out on January 17th. They did not show up. I gave Helix the gate code and kept the gate open all day just in case.On the 18th I received a response from Helix that the mattress was successfully picked up. Yet as I type this the mattress is still sitting on my front porch.I have repeatedly tried to call their customer service line and have never been able to talk to a live person.Since they did not send the mattress in time I had to go and buy a mattress at a local furniture store. I need my money back from Helix. My guess is they are hoping I'll just go away and they won't have to accept the return and refund me. Thanks for your help!

  

  Business response

  02/02/2024

  Hi *****,
  Thanks for reaching out with your feedback! We see that you were able to complete a donation and that your refund has been issued.
  We sincerely apologize that the process was not as smooth as we would like it to be, but we're glad we were ultimately able to resolve the issue and get you your refund. 

  Best,

  The Helix Team
  
  

  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased original mattress 11/10/2023. Did not like it. Exchanged for another. They make you purchase the second, then return the first, and wait for a refund. 60 days later, still no refund, round and round with customer service rep via text who knows nothing. Email response was decent up until i needed my money back. Had to file chargeback for fraud with bank.

  Customer response

  01/12/2024

  Better Business Bureau:

   

  Helix sleep credited my account.
  
  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.
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ************* bed frame. When it arrived, I noticed that the center spindle (to support the King ********* was too short, i.e., did not reach the floor. When I chatted with a Helix representative, she initiallyl told me she would send me a replacment for the defective part. After a short pause, she came back to tell me the frame has been discontinued and it would be impossible to get the replacement part. She offered me a full refund if I returned the frame (that already had a King ********* on it). I told her I would like a refund but not have to return the mattress. She said that wasn't possible. How could Helix sell a mattress that is or would be shortly discontinued without disclosing that?? Returning it is not like returning a blender. It has a 125 lb. mattress on top that at age 74, I can't move. I feel that Helix should have refunded the entire amount without the necessity of returing a 'discontinued' product OR at the very least, offer a substantial discount for a product that is essentially unusable. The mattress that sits on the frame REQUIRES center support or else the warranty is voided. I'm furious.

  

  Business response

  12/27/2023

  Hi **,

  Thanks so much for providing your feedback, and we apologize that this experience has not been the most smooth.

  Our Manager of Customer Experience has reached out to you at the email you provided with some further thoughts and potential solutions. Please respond at your earliest convenience and we'll see what we can work out.

  Best,

  The Helix Team 

  Customer response

  01/02/2024

  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] I think it is unconscionable that a business could sell a known discontinued item without telling the customer in advance and then be unable to provide siupport for it after the purchase.  I have responded to the company and said that I expect a full refund.  

  **

   

   

   

   

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

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

  

  Business response

  01/26/2024

  Hi Ed,
  
  Thanks for your response. As per your correspondence with our Customer Experience Manager, we are absolutely willing to further discuss solutions and compensation for the issue, but we cannot do so until we receive photos and evidence  of the damage as we requested. As of the date of this complaint, we have not received the requested evidence and thus cannot make a determination. 
  
  If you wish to simply return the frame for a full refund, we are happy to arrange a pickup of the frame so you can get your money back - no photo evidence of the issue required.
  
  Our team has offered you multiple options on how to move forward, and the ball is now in your court. We eagerly await photographic evidence of your claim, or a request for a pickup, so we can resolve this. 

  Best,

  The Helix Team

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The mattress started having issues in March of 2023, about 9 months after purchasing the mattress, it was great until that point. I began communicating with Helix at that time. The main issue is sagging/sloping that is triggered when in the bed. We are only 150lbs each. There is also a corner of the mattress that never fully inflated properly and coils on the side of the bed are sticking out. We have tried to rotate the bed 3 times because it is causing severe lower back and hip pain due to the sagging issues. I've tried for over 3 weeks to resolve this with Helix, sending photos, videos and even offering that they could send someone to my home to inspect it. They decided that it does not meet their requirements for a warranty exchange without any valid explanation. If you look at the 1-2 star reviews on their web site and even other BBB reviews, coincidentally, others are complaining of the exact same issues. I believe there is a defect in the product. It should not be deteriorating like this after 9 months. We have 4 bedrooms with mattresses and a guest house with mattresses, never had this issue with anything else. It's causing me severe pain and I'm having to sleep in another room. I'd like them to either exchange this mattress or refund my money. I have provided them with videos and photos. They refuse to help.

  

  Business response

  10/30/2023

  Hi ****,

  
  Thank you for your response and feedback. After reviewing the complaints with our leadership team, we agree and have determined there looks to be some kind of defect and we are happy to provide a replacement.
  
  Our manager of Customer Experience has reached out to you via email to get this process started. 

  
  Best,
  The Helix Team

  Customer response

  11/01/2023

  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]

   After further communication with ***** at Helix, I have requested a cash refund on the purchase which Helix agreed to today. Given the amount of time that lapsed on their reply and the fact that they denied my claim 3 times, I was forced to purchase a new mattress 2 weeks ago, due to the severe pain their mattress was causing. I provided them a photo of the Helix mattress being hauled away as well. Once they issue me the refund, I would say this matter is resolved. It's too bad they weren't able to offer a replacement early on in the process as that would have been a welcome resolution. I am not able to return the new mattress I purchased and therefore can't accept a replacement at this point. 

   

   

   

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

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

  

  Business response

  11/17/2023

  Hi ****,
  We appreciate your feedback, and your refund was issued on November 2nd, 2023. Please let us know if our team can be of further assistance.
  Best,
  The Helix Team

  Customer response

  12/06/2023

  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.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

*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. ↩