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:12/18/2023

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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/05/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/29/2023

  Type:Product 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.

  I purchased on 8/28/2023 a Birch mattress, it was delivered on 8/23/2023 for the price of $2,637.59, my order # Bir-*****. The mattress has a 100 night satisfaction guarantee after a 30 night trial which is the main reason I purchased it. I have seen many advertisements on ******* and their Web site proclaiming this. After receiving the mattress I was not satisfied with the quality of it, it does not look as advertised and is very hard causing me back pain that I could not adjust to. I have called many times a day for 4 days, I have left many messages that I want a refund, I have emailed multiple times asking for return of mattress, no one is answering calls or replying back to me, I read many complaints where this company doesn't reply so that after a 100 day ends your stuck with a sub standard product. I simply want to return for refund this mattress and have tried all available means to contact them to no avail. Their chat is a robot that just sends you to useless articles in this case.

  Customer Answer

  Date: 09/29/2023

  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,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/27/2023

  Type:Sales and Advertising 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.

  I have been trying to contact customer service for over a week now via phone, chat, text, and email with no response.

  

  Business Response

  Date: 10/10/2023

  Hi ****,

  Thanks so much for your feedback, we do apologize that our team took a bit longer to get back to you than we'd like- it's a busy time of year! I see you reached out to us on 9/24, and our agent ****** responded on 9/27 and has provided you with the return label as you requested.

  Please let us know if we can assist further.

  Best,

  The Helix Team 

  Customer Answer

  Date: 10/13/2023

  Better Business Bureau:
  
  While the response stretches the truth beyond credulity they did in fact mail me a return label so that part is in fact true and they did issue a refund. It took this complaint, 14 phone calls and more than a dozen emails to arrive at this result, but after many hours of effort on my part [and yours], the issue has been resolved.

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

  
  

• Initial Complaint

  Date:08/31/2023

  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.

  Helix Sleep is falsely advertising their Kids Twin Mattress. The company plainly ****** on their website that the dimensions of the Kids Twin Mattress are 38x75 with a potential 1-inch discrepancy (screenshot of the website included). I purchased this mattress and the dimensions were 38x73 (photo included). This mattress is advertised for children aged 3 to 12 years. Safe sleep practices for toddlers require a snugly fit mattress in a bed frame. Since the mattress was 2 inches too short, it left quite a large gap in my toddler's bed frame. This can result in potential entrapment and injury for toddlers. I contacted customer service (took calling twice to speak to someone) and was told on the phone that I could do an exchange for the correct size. I sent photo proof of the mattress size and received an email (screenshot included) from customer service stating that their new standard for the Kids Twin Mattress is 74 inches so the 73 inches was within their limits. That is false advertising which is illegal. I then initiated the return process which took a full 16 days. I had to purchase a different mattress for my child before I was refunded my money. I have been refunded my money and that is not the resolution that I am seeking. To resolve this issue, Helix Sleep needs to update their website to reflect their new standard of 74 inches for the Kids Twin. Parents spend a ridiculous amount of time trying to purchase the correct products for their children, we do not have time for false advertising. I ended up purchasing a mattress from a different company and despite it also being handmade in *******, it is exactly the standard twin size 38x75. It fits snugly in my child's bed frame. I do not want any other parents to have to go through this same frustrating, month-long endeavor that I have had to deal with.

  

  Business Response

  Date: 09/28/2023

  Hi ******,

  We appreciate your feedback and apologize for any miscommunication. The agent unfortunately provided you with incorrect information, and for that we sincerely apologize; rest assured this agent has been retrained on this information.

   Our standard for a twin size is in fact 75". However, given the handmade nature of our mattresses, variance within 2" is expected. Thus, we are not able to guarantee that a replacement mattress would not fall within this 2" variance. A 73" twin mattress, for example, would be within within our tolerance.

  We understand the language on the website was conflicting; as per your screenshots, the variance listed previously was 1". We agree that we need to provide accurate, up-to-date information to parents and have since updated our website to reflect this 2" tolerance.

  Thanks again for your feedback!

  Best,

  The Helix Team

• Initial Complaint

  Date:08/24/2023

  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.

  Ive been asking Helix Sleep for an exchange in my mattress since October when I purchased it. Initially I noticed it was rather lumpy and sloped downward towards the head of the bed. Also, on the sides of the of the bed, running down, you can totally feel the material bulging and lumping outward, misshaping the mattress. Its completely folded over on itself and you can feel it. I addressed this to helix, in which they replied that they needed photos which I sent. I tried to explain that the sloping is much more severe in the photos, and also, the bulging and broken down material in the back (the head of the bed) cant be captured on photo as the material is black, and its something that the mattress cover obscures from sighthowever the second you touch it, you can tell its defective because its only like that on that side and in a very distinct part. Well I asked again, yesterday, and even spoke with a woman whom I was emailing pictures to at the same time and she even said, yes I see the sagging on the pillow top-however helix denied my exchangeI tried send pics and videos of the bulge on the sides at head of bed but as I said, it cant really be coauthored. The foot of the bad is fine and even and plump. Then you look at the head and it gently but ever so slopes down, bulges outward at the and is clearly not acceptable of a $2200 mattress. All I want is an exchange. Thats all. I dont want a refund, just a new mattress.

  Customer Answer

  Date: 08/24/2023

  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,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/02/2023

  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.

  I purchased an **** mattress from helix this past December. 5 months later, there is a huge sag in the middle of the mattress. Im a normal weight guy, 170 pounds and it sags in the middle. When I called to raise an issue they said I would not be covered by warrant because I had not purchased an approved box spring set. I have a perfectly good set of box spring and to use this as an excuse for what appears to be poor quality. Id recommend no one buy this mattress if this is the kind of service and warranty they provide.

  

  Business Response

  Date: 06/15/2023

  ***********,

  Thanks for reaching out with your feedback. I'm sorry that your experience has not gone the way you would have hoped. Unfortunately, as per the terms of our warranty (with additional language and guidance on our website and in FAQs), a traditional boxspring like the one you have been using is not a properly supportive base for a heavy foam mattress like the Helix. Regular boxsprings will cause the mattress to sink in and deteriorate, and use of one does void your warranty. We recommend swapping out the traditional boxspring for a slatted or platform base ASAP to prevent further issues. 

  Best,

  The Helix Team

• Initial Complaint

  Date:05/30/2023

  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.

  I submitted a warranty claim for my helix plus big and tall bed. My orginal purchase was Dec 5th 2020. I recently submitted this claim with providing proof of photos. They sent me a helix plus skilttle bed rather than my first orginal purchase which was a helix plus big and tall. If you search online you cannot find a helix skittles plus bed.This replacement bed was sent is not as comfortable as my helix plus big and tall bed. Addtionally, not as tall in height. I have told their customer support team that this isnt the same bed and its comfort isnt the same as my orginal helix plus big and tall bed. All i have been offered was a matteress topper to aid in comfort. I been told that i was sent the helix plus bed that they only had available. Which is a lie. This isnt the same bed. I feel scammed in this whole warranty. I just want a replacement bed. I want my helix plus big and tall. It is not my fault that the bed did not hold its standard and starting bulding out the sides. I feel so scammed and i cant get my money back. This is wrong. I feel like they are just going in circles not adressing my initial complaint. This is the wrong bed that was sent to me (helix skittles) not my helix plus big and tall bed.

  

  Business Response

  Date: 06/14/2023

  Hi Hope,

  Thanks for reaching out with your feedback.After reviewing your case, we can make a courtesy exception and allow for a mattress upgrade for your replacement. Our CX Manager has sent you an email with the next steps and terms of the offer; please make sure to look out for this correspondence. 

  Best,

  The Helix Team

• Initial Complaint

  Date:03/28/2023

  Type:Product 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.

  Bought this bed in mid November. I've had several issues with the bed during the 90 day trial period.Mainly with the heated weighted blanket (which I returned and got refunded).But I've also had an outstanding issue that was never fully resolved -- the mattress cover.The mattress cover doesn't fit around the mattress. One of the *** ***** ******* spoke of an astonishing revelation through email:"Unfortunately, this can be a drawback of the glacioTex Fiber.'So the drawback is that it doesn't work/fit/function correctly? That's a FEATURE NOT A BUG?This is nuts.I demand a refund of the mattress cover, and to be quite honest, at this point, I've lost confidence in the product itself, and would love to ship the whole thing back. The bed is supposed to be great for people with back problems/toss and turn, but quite frankly, ever since I had the bed, the pain has spread to my feet.

  

  Business Response

  Date: 04/10/2023

  Hi ******,

  Thank you for reaching out with your feedback. We do apologize that the mattress has not worked out for you beyond the 100 Night Trial. As the trial has ended, the mattress cannot be returned or refunded. However, it does look like one of our associates has provided a refund for your mattress protector, since it was not fitting correctly. The GlacioTex fabric can be a bit slippery, so things like mattress protectors and toppers are more prone to sliding around without additional tension like sheet suspenders. 

  We apologize for any inconvenience.

  Best,

  The Helix Team

  Customer Answer

  Date: 04/10/2023

  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]

   

   

  Theyre admitting their is a defection in their product yet charged me full price. Cannot say I recommend this product and will be filing a complaint with rip-off. Operate and consumer affairs. You refunded me 80 on a mattress I spent over 3k on.

   

   

   

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

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

  

  Business Response

  Date: 04/24/2023

  Hi ******,

  
  Thank you for your response. We see that you have been in touch with our Customer Experience Manager, ********, and she has applied a 25% discount for you. Please don't hesitate to reach out to us again if we can be of further assistance.

  
  Best,
  The Helix Team

  Customer Answer

  Date: 04/25/2023

  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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/09/2023

  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.

  i placed a order on sat. feb. 18 for a full size bed foundation and mattress somehow the frame got switched to a twin instead of a full costing me $374.25. if they had any kind of quality control process in place this error could have been avoided. then helix said that could not pick the foundation for me to just find somewhere to donate it i donated it to my niece and now they don't want to refund my $347.25. i ended up ordering a full size foundation at ********** for $100.00 less

  

  Business Response

  Date: 03/20/2023

  Hi *****,

  We're so sorry for the error with your order and confusion surrounding your refund. It looks like you were able to sort this out with our CX Specialist, ****, and your refund has been issued. Please do not hesitate to contact us should you need further assistance. 

  Best,

  The Helix Team