ComplaintsforHelix Sleep

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 19th, 2021 I purchased a King ********** for my mattress. I'm a repeat customer and I had to trouble in the past with this company. However, one day later after I'm being charged $426.93, I get an email from a person who calls himself "***** ********************* Customer Experience). Telling me that my order was "flagged" because of my billing address. Being a person of color I had this happen to me in the past. They flag orders depending the neighborhood where it is going. In this case it is an **************** neighborhood and they always flag orders because of our skin color.After verifying all my personal details with ***** over an email and one phone call, he said I was good to go.However, 24 hours later I get another email from ***** (Team Lead). He is now accusing me of Fraud. He told due to my demographic details I'm a fraud risk and my order was canceled. He said he doesn't know if they will be able to return my money anytime soon. I just filed a police complaint with the ***********************, Case number ***********. Please help me to put behind bars to these racists and recover my money.I work for a lab who test and treat Covid-19 patients and we also help with them with recovery. The purchase was from money donated from people to build another facility to treat patients. Please help.Please get my money back or get delivery of the product and shut down business like this.

  

  Business response

  12/29/2021

  To whom it may concern,

  We apologize for any inconvenience this caused the customer, we assure you there was no ill intent. Our team was simply following protocol. 

  Our payment processor will automatically flag orders it deems high risk; this is a 3rd party processor, and ultimately we don't always know exactly why an order is flagged. If an order is flagged as high risk, it is our protocol to cancel and refund the order to the original card. We never withhold refunds in these cases. 

  We corresponded with this customer briefly via email; after confirming his information with our payment processor, we were still advised to cancel the order due to high risk of fraud. We let the customer know we would be canceling and refunding the order. We do not have any record of a phone call with him. As per our last email with the customer, the order was refunded to his credit card on December 21, 2021 and should process within 10 business days of that date (ultimately this processing time will depend on his bank). I have attached a copy of that correspondence for your review.

  If the customer has any further questions, he can feel free to reach out to us.

  Best,

  The Helix Sleep Team

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered the wrong mattress size and Ive been trying to get ahold of someone to stop the shipment and order the next size up but no response. The number they have is just a machine and Ive emailed a few times and nothing

  

  Business response

  12/20/2021

  Hi ****,

  So sorry for any delays in our response! We do see that you have been in touch with one of our team leads, ********, and your order has been returned to sender and is in transit back to us. Once the package reaches our facility, we will issue your refund. You can track the package using the ***** tracking number that was provided with your shipment email. 

  Please don't hesitate to reach out to us if we can help with anything else. The best way to reach us is via our live chat feature on ************om. 

  Best,

  The Helix Team

• Initial Complaint

  11/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ive received every item I ordered except for my bed frame one of the most important pieces of my order. Its been ready to ship for 4 days and still hasnt shipped. I reached out to helix through email and they responded with automated excuses. I just want my bed frame so I can finally use my bed.

  

  Business response

  11/16/2021

  Hi *******,

  We appreciate your feedback. We see you have been in touch with *** from our team; it looks like your frame has shipped and is making its way to you. Please don't hesitate to reach out to us if you have any further questions or concerns. If you need to speak back and forth with someone immediately, you can use the Live Chat feature on our website.

   

  Best,

  The Helix Team

• Initial Complaint

  10/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order online with Birch by Helix on 10/10/21 for a natural mattress which I received. However, I purchased the mattress using a promo code which included a price reduction AND two Eco-Rest pillows. While I did receive the dollar amount reduction, I was notified AFTER I received my mattress, that the pillows had been cancelled (not by me, by Birch). I explicitly placed this order because of the mattress discount AND the free pillows (the pillows are listed on the website for $75 per pillow). I factored the free pillows into my purchase. Now that I have not received the pillows I had been counting on, I am very upset. I would like the pillows or an equivalent (~$150) reimbursement to procure said pillows (since I purchased the mattress with the understanding I would be receiving pillows).

  

  Business response

  10/18/2021

  Hi *******,

  Sorry for any confusion here! Due to an error at our warehouse, we had to cancel and replace some pillow orders. You will still receive two free pillows; your new order number for this item is #********* and the pillows will be shipping shortly. If you have any further questions or concerns about this, please email our CX team: *******************

  Best,

  *****

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/14/20, order #********* purchased Helix Midnight Luxe Queen for $1,625.52 and Foundation Queen for $248.48. Received on 2/19&21/20. On 4/27/20 called to complain about significate sagging on primary side of bed, I was advised this never happens and encouraged to try the firmer mattress. Return #********* Ordered Helix Dawn Luxe Queen for $1,586.41 which arrived 6/11/20. On 5/12/21 I reached out again because the new mattress is now having the exact same sagging issue on the primary side of the bed. I was asked to provide pics which showed a 1.25inch sag in the mattress. I was then offered to replace the mattress again, to receive a third mattress. I requested a refund and was told my only option is a replacement. I live along and trying to find people to help carry the mattress into my house is very difficult. I have already had two mattresses within a year and a half with the exact same issue that I do not believe has been resolved in manufacturing. I would just like a refund.

  

  Business response

  10/25/2021

  Hi ******,

  We're so sorry that you've been experiencing these issues with your mattress. As our customer experience associates have offered, we can replace both your mattress and your foundation free of charge under the 15-Year Warranty. However, as your 100 Night Trial on this mattress has ended, the mattress cannot be returned or refunded. 

  If you would like to move forward with your replacement, please email ******************* and our customer experience team will be happy to help with that process.

  Best,

  *****

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying my best to endure the 30 days I'm required to break in this mattress but I'll be honest, I'm suffering. I've never been in so much pain in my life. My old mattress wasn't old, saggy, or lumpy. My spine wasn't out of alignment and trying to adjust. I wear a back brace. it's not possible for my spine to be out of alignment. I upgraded to helix as a gift to myself. I sincerely doubt my aches and pains are caused by Helix being the superior mattress. This thing is like sleeping on a rock. I'm honestly at the point that I'm ready to put my old mattress on my bed and just wait out the 30 days until you'll allow me to return this thing. I absolutely hate it. It's horrible. This was the mattress recommended to me by you and it was a lie. The entire sleep quiz is a lie. I want a return. Not a 30 day wait where my back gets even worse. I want a return immediately. I'm not going to waste even more time with this thing in my house.

  

  Business response

  08/30/2021

  We're so sorry that you've been experiencing pain! Pain and discomfort is not uncommon during the initial 30 days of mattress ownership and we do encourage customers to give it at least that long. We certainly don't want you to be in excruciating pain though, and our customer experience agent, ****** has begun the return process for you. Sorry it didn't work out! 

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress and adjustable base for my elderly father, who is in the advanced stages of *********'s, on 9/16/2020. For the first 8.5 months that he had the bed & base, he did not use the adjustable base much at all. About a month ago, the base stopped working. Batteries in the remote were replaced, the control box was reset, & the remote and control box were paired. It still didn't work. My mom called Reverie customer service, & they said she needed a new control box. They charged her over $180 for it, even though it should be covered by the warranty. The new control box has been installed and paired with the remote. Still, nothing works. The issue is clearly not the control box. I believe that the issue is with the remote control. Now, we can't get anyone in customer service to respond to our requests. My parents can't deal with this on their own, & I live over an hour away. I need to speak to someone in real time, and my mom needs a refund on the control box.

  

  Business response

  07/10/2021

  Hi there, 
  
  Thanks for reaching out and my apologies for these issues with your Adjustable Base. Our team has received your message through our customer service dashboard and we will be responding directly to help with the best solution for you right away. We look forward to solving this issue for you as quickly as we can. 
  
  Sincerely, 
  Helix Sleep

• Initial Complaint

  07/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased a Helix Midnight Luxe King size mattress on April 25, 2021. We had the company pick up the mattress but they sent a third party company instead since we donated the mattress at the request of Helix. I’m still waiting on my refund of $2326.29. They have no phone number to call. I just want my refund.

  

  Business response

  07/07/2021

  Hi there,

  We apologize for any delay in your refund. Unfortuatnley, we're unable to find any order under this name or email address. If you can reach out to ********************* with your order number, we're happy to investigate this further!

  Thanks,

  Team Helix

  Customer response

  07/07/2021

  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 NOT been resolved.

  The order was placed under my husband’s name, ******* ******* The order number is #**********. 

  I also sent an email to the above email address at ********************* and received an auto response stating they would take weeks to even get to the email, let alone address the refund issue  

  
  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. ↩