ComplaintsforHelix Sleep

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Helix sold me a "firm" mattress but within 6 months, it became clear that their inferior materials were not providing firm support for the promised 20 years and I began waking up in tremendous pain from the rapidly-softened mattress. There are supposed to be innersprings in this hybrid mattress, but it's clear that they are not using high-quality, long-lasting materials as the bed sags dramatically at night when I try to sleep in it. However, they and their warranty are concerned solely with the "dip" when no one is on the mattress--which is significant but does not match their arbitrary depth marker, and is absolutely irrelevant to the lack of firmness experienced when I sleep as foam bounces back even if it isn't firm! I ordered a firm, innerspring mattress because I have severe health problems including back and neck pain, and this mattress, designed to only be firm for a few months, is making them steadily worse. I need my money back so I can purchase a high-quality firm mattress that will last longer than a few months and will stop causing my debilitating back and neck pain and resulting terrible headaches.Thank you for your help!

  

  Business response

  04/15/2022

  Hi *******,

  We're so sorry to hear this feedback! However, please note that our warranty does not cover changes in comfort or firmness over time. If the mattress is deteriorating and dips, sags, or body impressions form, this would be the kind of scenario in which we could offer a replacement. As the photos you provided us did not show any defect beyond normal use, we cannot approve a replacement under the warranty. If you would like to review the full terms of our warranty, you may do so here* *************************************

  We are not able to accept a return or refund any orders once the 100 Night Trial has ended.

  If you have any further questions, feel free to reach out to our CX team - *******************************

  Best,

  The Helix Team 

  Customer response

  04/19/2022

  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:

  It's fraudulent to sell a "firm" mattress with a 100-night guarantee when it is designed to no longer be firm after ~180 nights. I ordered a firm mattress in good faith that this company would, in fact, sell me a firm mattress that I could use for years--not a rapidly softening one. They cannot just say "oh we didn't promise to sell you a functional mattress, just one that didn't dip" and ignore their false advertising of this as a firm mattress.

   

   

   

   

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

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

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Just trying to get my money back and its a nightmare. First they shipped my mattress on a different tracking number than the one on the order status. Kept saying it hadnt shipped then it just showed up. Then for a week we kept getting sales texts. Yes texts to my phone asking me to buy what I already bought. This is important because it screws up the date that my sleep trial started and we needed to get that sorted out. Mattress arrives.. its way too soft. Not even close to medium firm and now my back is killing me after 3 days, but we have to sleep on it for 30. Oh wait. 3 days later when I tell them my back is hurting, they say okay since your back hurts we will refund you. Finally we get our return process started after waiting again for customer service to reply, only to get a message from their partner Sharetown that they dont have people in our area.. then sharetown writes back and says it was an error, then 2 days later writes back and says no its not. And we will need to contact helix. I have so many emails in my inbox by this time I cant even figure out which one to reply to anymore. Tried to reach back out to helix and it goes into a black hole. Do I have to contact my credit card company to get my money back? This is total **. Im reading other customers experiences saying that I may now be responsible for disposal of the bed. Im not doing that. Im not paying someone to pick it up. I dont have a vehicle capable of bringing it to the dump and we have no trash pickup in our town. Can someone please just issue a refund and pickup this thing?This has been a nightmare.

  Customer response

  03/28/2022

  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

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Where to begin? I originally bought a Helix Dusk mattress from Helix. When it arrived, the box looked like it was from the war in *******. The mattress had a massive sag in the middle. Helix was quick to exchange it FOR ANOTHER DEFECTIVE mattress. This new one has uneven sides, the mattress cover is wrinkled, flaring out the top and appears that its the wrong size for the mattress. Helix gave me the usual runaround when requesting a refund. They claimed all I needed to do was fill out a survey questionnaire and someone would be by to pick up my mattress. Its been one week and no calls, no emails, no nothing. I reached out and let them know I would be issuing a chargeback with my credit card company if they didnt honor their return. Radio silence. They really think they can keep my money and Ill just go away. Nope. Wrong. I spent $3000 on this poor, god awful product and helix thinks they can just ignore me and pocket my money. Nope. Wrong again. So this is step one. Next up is a chargeback. Finally, a paid social media campaign warning others to avoid helix at all costs. Shame on you thieves. Youre disgusting and all deserve to be unemployed.

  

  Business response

  03/21/2022

  Hi *****,

  We sincerely apologize for your experience! We do see that your pickup was scheduled. Once it is completed, please email a copy of your pickup receipt to ******************************* and we'll issue your refund. 

  Please note that our email replies are a bit delayed due to high volume. To reach a CX agent more quickly, you can use the "Live Chat" feature on the lower right-hand corner of our website. 

  Best,

  The Helix Team

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a mattress online from Helix Sleep with the understanding that it could be returned within 101 days. My order # *********** The mattress was delivered 12/17/21. On 1/30/22, I requested a return. I received 3 emails basically stating they are processing my return. On 2/3/22 I received 2 emails. I stating that Sharetown would be handling the return and another from Sharetown that someone will contact me within 3-5 days. On 2/8/22 I received another email from Sharetown that someone in my area will contact me in the next few days to schedule a pick up. On 2/16/22 I emailed Sharetown that no one ever contacted me. I never received a response. On 2/18 I emailed Helix with all the information above and that I want a refund. I received an auto generated reply that they received my email. Today I tried to contact them by phone. There is no number to call them directly and I have to wait 3 WEEKS to schedule a call with them. Meanwhile I have no mattress to sleep on. Their mattress is so bad that it threw my back out so bad that I had to go to the doctor. I need a refund from Helix to buy another mattress. All I have received from Helix and Sharetown are auto generated and "form" emails. No one has ever contacted me about my specific return. I feel that I have been very patient but it's been 3 weeks. I need my refund of $754.92 now.

  

  Business response

  03/02/2022

  Hi ****,

  We're sorry to hear this feedback, and do apologize for the wait with your return. We do see that your pickup has since been completed and your refund issued. If you have further questions, please reach out to our CX team.

  Best,

  The Helix Team

  Customer response

  03/02/2022

  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

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a CK bedframe, 2 pillows, and a CK Twilight Luxe Mattress on 1/28/22. We were in the process or moving to another state and everything came in time. The mattress literally was delivered the day we put everything on the moving truck. When we arrived to our new home and began setting up the bed we realized the mattress did not fit the frame. After looking closer we realized we were sent not only the wrong size mattress but the wrong type. As stated above I ordered a ********** ****************** and was sent a ***************** It seems as though this mistake was made because the box was not properly labeled. The box the mattress came in has a spot to **** the size and no one had done this. It makes it seem as if someone just grabbed it from a pile without checking. Since it was the only bed we had here weve been having to sleep on it and needless to say its very uncomfortable as we ordered a firm mattress but was sent a soft one. It seems to be impossible to get a hold of anyone to resolve this issue. Ive called, emailed, texted, tried to chat (the website says you can but there is no way to), and Ive reached out on their fb page through messenger. Yes Im aware of all of the shortages and obstacles because of Covid. However, when you spend almost $3000 on bed products, I expect to be sent the right product, as well as be able to get some customer service and actually talk to a real person, as opposed to an automated email or an automated voice telling me to schedule a call that is 3-5 weeks out. I just want the bed I ordered delivered to me. Its ridiculous how hard it is to try to get this resolved.

  Customer response

  02/17/2022

  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

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2021 I ordered a Helix mattress advertised for heavy people. I weigh 350 lbs so I thought this mattress may last far longer than other mattresses I have tried. At $700, this is the most expensive mattress I have ever bought. After 3 months, the mattress hurt my back so I rotated it. 3 months after that it began hurting my back again. At this time I contacted Helix and asked for a replacement, They told me that I'd have to prove there was a 1" deep depression in the mattress. When I examined the mattress w/o sheets, I saw that there was no visible depression. I told them the damage was not visibly obvious but there was damage. I know this because I can no longer lie on the mattress w/o pain. They insisted that I send photos documenting this 1" depression that I already told them was not visible. I know they only want the photos to "officially" deny my request. I admit that my back is likely more sensitive to loss of support than the average person. However, when I pay $700 for a mattress marketed for heavy people, I certainly expect to maintain full support longer than 7 months!

  

  Business response

  02/11/2022

  Hi *****,

  Thanks for taking the time to provide us with your feedback, and we're sorry to hear that your Helix mattress has not been working out for you.

  While our warranty will cover any visual structural damage or deterioration, it does not cover changes in feel over time. Please see the terms of our warranty here* *************************************

  The photos we requested are important not only to document any deterioration, but to ensure the mattress is properly supported by an approved foundation. If you do not wish to provide us with the photos needed for a claim, we cannot move forward. 

  Please feel free to reach out to our team if you wish to continue the warranty process. 

  Best,

  The Helix Team

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 3, 2021 I ordered two twin XL mattress is and adjustable bases. After using the helix sleep mattress matching utility. It was delivered December 23, 2021. I set the beds up in the king size configuration. After I noticed that the memory foam on the mattress was smaller than the bottom of the mattress. I could feel the coils on the edge of the bed. Also this caused a large gap between the beds. My girlfriend and I have slept in the beds since. We have struggled sleeping and the mattresses do not fit our sleeping needs. I wrote an email on January 13th to helix support explaining this. They responded on Jan 14 2022 and asked for more info and that they could possibly send out toppers for the mattresses. I replied with my concerns. The representative replied with a questionnaire for pick up of the mattresses. There was no mention of them sending a topper out. So I emailed back that I thought they would have us try a topper. A ******* was sent my info and contacted me to pick up the mattresses. I have tried to get helix support to contact me via a phone call but they will only schedule a call out approximately 3 weeks. I have asked repeatedly for them to contact me asap. I emailed them and asked them to return the mattress, pillows. and bases. They replied that they do not offer returns on their adjustable bases. Unless you havent opened the packages. The whole premise of their business is their ***************************************************************************************************** resolving this. Most recently I emailed them to have a manager contact me immediately.

  

  Business response

  02/03/2022

  Hi ******,

  Thanks for reaching out with your concerns, and we apologize for any confusion or miscommunication. We see that your mattress pickup has been scheduled; once the pickup is completed, you will receive a full refund for the mattresses.
  Please note that our adjustable bases do not come with a trial and cannot be returned once opened. This information is provided to you pre-checkout and can be found on our website as well. 

  If you have further concerns, please reach out to our CX team using the Live Chat feature or via email.

  Best,

  The Helix Team

  Customer response

  02/07/2022

  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:

  The company still refuses to contact me via phone call.  The website is very misleading and unless you go through it with a find toothed comb you do not see that there isnt a trial on the seat bases.   

   

   

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

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

  

  Business response

  02/08/2022

  Hi ******,

  
  Thank you for your follow-up. The return policy on the adjustable base is displayed prominently on the product page, before you add the item to the cart. Please see attached screenshot for reference. 

  Your mattresses have been refunded in full, but we cannot accept a return on the adjustable bases. 

  Best,
  The Helix Team 

  Customer response

  02/08/2022

  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:

  
  

  I do not agree.  This is not clearly stated , its a little symbol with writing below it in the same spot its listing positive advertising points. I believe this is deceptive and feel you should make sure people know its not returnable. Also, I still have not received a call from a manager.

  
  

   

   

   

   

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

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

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased a mattress on 9/19 and didnt like it and wanted to return it. The lady my fiance talked to advised we get a firmer mattress. But She said that in order to do the exchange we actually have to purchase the second firmer mattress and then they would pick up the first and refund our money. We ordered one on 10/21 and had the old one picked up on 11/2. When we arranged removal we were sent to a portal to fillout information. There were no receipts given. As you can see from pic the lady explained its an easy process so we believed that. We have been waiting since then for refund.

  

  Business response

  01/19/2022

  Hi *****,

  So sorry for any confusion around pickups and refunds! I see that our CX team confirmed your pickup was completed and the refund was issued on January 10th, 2022.

  If you have further questions or concerns, feel free to reach out to our team at *******************************.

   

  Best,

  The Helix Team 

  Customer response

  01/20/2022

  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

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mattress purchase online November 29th, 2021 for approximately *****. Website stated **** business days to ship, mattress still hasn't shipped as of today December 27th. Response to emails inquiring about the shipping time stated 1 to 2 weeks.After 3 weeks I requested to cancel the order through multiple email addresses for Helix, with no response. I attempted phone contact, which is a recorded line with no customer service representative to speak with. I've requested a full refund with no response from the company.

  

  Business response

  01/04/2022

  Hi there,

  We sincerely apologize for the delay in responding to your inquiry. Due to high holiday volume, our teams have been a little behind. I do see that one of our CX representatives responded to you on 12/28, and cancelled and refunded your order as requested.

  Best,

  The Helix Team

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Helix Midnight Luxe King size mattress on October 10, 2021.The company sent the mattress but it is the worst mattress I have slept on. We used the mattress over 30 days as they have asked. I filled out their online form to return and was sent the following:"************************* (Helix Sleep) Nov 29, 2021, 7:48 PM EST ** ****** ****** *** ******** *** ** *** *** ***** ** **** **** ***** **** ** ****** **** ********* *** **** ** ********** *** ****** ********** *** *** ******** **** *** **** ** *** **** *** **** ************ ** ****** *** ***** ** *** **** ****** *** **** ** **** ******** ** ****** ********** ** ****** **** ****** ********* ** **** *********** * *** **** * **** ******** ****** *** ** ********** ***** ** **** ******* ** * ***** ******** ****** *** ** ********** ***** ** ***** ******** ***** ******* *** ********** **** *** ***** *** **** ** ****** **** *** ***** ***** ****** **** **** *********** ***** *** ****** ******* ***** ** ****** ********** ** ****** *** *** ** *** ******** ****** *** ** **** *** *** ** ***** ** ***** *** ***** *** ****************" They have no phone number to call. I just want my refund. I have tried to contact them several times with no further answer. They do not honor their own 100 night sleep trial!

  

  Business response

  01/20/2022

  Hi *******,

  Sorry to hear about the frustration! I do see that we have kicked off your return process and our partner, Sharetown, should be in touch shortly to confirm your pickup details. Once the pickup is completed, please forward us a copy of your receipt and we'll issue your refund

  Best,

  The Helix Team

*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. ↩