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:02/27/2023

  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 the product sometime in 2020 with the help of my brother because the product is expensive and I was recovering from colon surgery for i was diagnose to have colon cancer stage 3, I bought the Helix plus with their sales assurance that the product can handle a 400 lbs man but barely 3 years with a so called warranty the said mattress sag on both sides which by means and technically it forgotten to strengthen/reinforce the side of the mattress and I tried to reach them and they gave me a unreasonable excuses to void my warranty without even checking my mattress, this company is doing something unlikely that this has to be investigated, they return my letter, they refused to reply on my email to think I am a cancer patient and a disable man with a broken right hip and the only comfort i have is my bed, please help me.

  

  Business Response

  Date: 03/07/2023

  Hi ******,
  
  Thank you for reaching out with your concerns. 
  
  We received your initial complaint and one of our agents followed up with specific instructions on how to photograph and measure any defects with your mattress. From the photos provided, we see that the cover of the mattress was removed completely. As per our terms (*****************************), removing this cover voids your warranty, so we cannot replace the mattress. Attached is the portion of our warranty language that states this policy, for your reference. 
  
  If you have any further questions, feel free to reach out us: *******************************.

  Best,

  The Helix Team

• Initial Complaint

  Date:01/04/2023

  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.

  Attempted to buy a mattress from Helix on December 21st, 2022. ******** was scheduled to be delivered by ***** on the 26th. ***** flagged the package as too damaged to deliver, and Helix still told them to deliver. The mattress was never delivered. After back and forth with them regarding the damage issue that they acknowledged to *****, they agreed to send a replacement mattress which never arrived. Helix said it shipped December 29th when only the label was created. As of January 2nd, 2023, no mattress, no action on the tracking number, and they have stopped answering ******* DMs. **************** was non existent throughout the ordeal. Their phone service is not staffed. I've called everyday for weeks and have been unable to get through. Social media is the only somewhat successful way to contact them, and even then it is hours between responses. Unsure if they're incompetent or just outright lying which is the worst thing I can say regarding a customer service interaction. I'm now forced to decide between fighting for a refund or conducting a credit card chargeback, all while finding another mattress. I served in the Marines in *********** and as a result of have very bad back issues with a VA disability rating. I was looking forward to using Helix because they seemed to have a mattress that would alleviate some of the back pain I have, but now I will never know.

  

  Business Response

  Date: 01/06/2023

  Hi ****,
  
  
  Thanks for reaching out with your feedback! Unfortunately we did run into delays due to high holiday volume, both on the manufacturing end and on ******* end; we sincerely apologize for the inconvenience this caused you. We do not see any correspondence in our system from the email or phone number you provided above, but we were able to locate correspondence via ******* and see you have been corresponding with our associate, ******. We apologize that there was a delay in response from 12/31/22 - 1/1/23; our team was not online for the holiday. 
  
  
  It looks like your order has been refunded as requested, and ****** has arranged for ***** to pick up the mattress from your home. If you run into any issues with pickup, please do contact us at ******************************** or give us a call at ************. We also have live chat available on our website from 10AM - 10PM EST, 7 days a week. This feature is available in the lower right-hand corner of our website. 

   

  Best,

  The Helix Team