Reviews

Review Details

• Review fromSami H

  Date: 06/30/2025

  1 star
  My husband and I purchased a Helix Elite Midnight in August 2024. This particular mattress has a feature of zip out topper. It was great that down the road we would not have to purchase a whole new mattress, just a new topper. In April/May of 2025 I began to have hip and back pain. I felt I needed more support. I went back to the store where we purchased the mattress to inquire about a firmer topper in May of 2025 and I was informed that there was a new model and that the new topper would not fit the 2024 model. Despite the fact that Helix makes to order their mattresses, they would not even sell me a topper to fit my 10 month old mattress. It feels like a bait and switch. After writing to CEO **** *******, several calls to Helix, and leaving a request for help on their website contact form, nothing was done. They will not stand behind their product especially if you didn't purchase through their website. Soooo disappointed. How can a business sell a feature and then not stand behind it? I do not recommend Helix if you ever need any customer service after the firs 100 days.

• Review fromMatthew J

  Date: 06/26/2025

  3 stars
  Helix makes excellent productsno complaints there. As far as the "bed-in-a-box" industry goes, they're definitely one of the best when it comes to quality and comfort. But the shipping? Its painfully slow, and honestly, its unacceptable in ******* currently waiting over a week for two pillows to even ship. Not to arrivejust to ship. According to the Helix website, the GlacioTex pillows are made in *****, so either theyre sitting in a warehouse ready to go or theyre out of stock. If its the latter, say so up front. Dont let customers place an order and leave them in the dark wondering when itll ship.This isnt my first Helix order, so this isnt an isolated case. My mattress took more than two weeks to ship. The sheet set? 8 or 9 business days before it even left the warehouse. In an age where ****** can deliver something in under 24 hours, waiting this long for two pillows is just ridiculous.Helix is owned by 3Z Brands, and they seriously need to get a handle on this. Whether its an inventory issue, warehouse bottlenecks, or poor logistics, something is broken in the system. I can understand a mattress taking time to manufacture and compress, but two pillows? Throw them in a box and get them out the door.Helix: your products are great. But until you figure out how to get them into customers' hands faster, you're going to keep leaving loyal buyers frustrated and second-guessing future purchases.

• Review fromBrie R

  Date: 07/30/2024

  1 star
  I'm sure that these guys make a decent mattress for kids but lets be honest...it's a kids mattress! The company will never reach it's growth potential as a result from extremely rude and incompetent customer service. There are zero options for shipping and they can't give any real timeframe for delivery. Customers should know what they're getting into before spending their hard earned money with a company that clearly doesn't care about their customer.
  

  Helix Sleep

  Date: 08/16/2024

  Hi ****,We appreciate your thoughts and feedback, and apologize that the experience did not go the way you would have liked. Currently, the shipping estimate on our website is the most accurate estimate - our team is unable to provide a more granular look into the shipping process. Unfortunately, our team did choose to end the phone interaction with you due to disrespectful conduct you exhibited towards the agent. We would have been happy to help, but we will not accept abusive behavior, such as yelling, towards our agents. We wish you best of luck on your mattress search.

• Review fromLaura P

  Date: 02/09/2024

  1 star
  They had to have sent me a defective or wrong mattress entirely. I weight ****************************************** within 1 week time. It is supposed to be the one for plus sized people. They told me I could go thru a long difficult process to use my warranty. Which why would I have to go that route whenever there's a risk free time period I was in. I'm so upset. I should have been refunded. I would like to be refunded as I have to now buy another expensive mattress. This mattress isn't usable at all. It's been less than a year and this mattress can't be slept on. I am having to sleep on my sons bed. So so sad. I feel like I was scammed with a defective product. I don't know what to do. I'm disabled and feel taken advantage of. Helix please make this right. Please refund me or send me a replacement mattress without a huge nightmare process.
  

  Helix Sleep

  Date: 02/26/2024

  Hi *****,Thanks for providing your feedback. It looks like our team reached out on 2/14 to help you begin the return process. Once we receive your completed pickup questionnaire, we can get the return pickup scheduled for you. Best,The Helix Team

• Review fromWilliam W

  Date: 02/07/2024

  1 star
  We bought this mattress in Mar 2023. Initially the mattress was comfortable and we both seemed to get a decent night of sleep. It's now nine months later and for the last few months our sleep is horrible. We wake up from horrendous pain in our hips and legs. Doing some searching and this seems to be a common complaint. Many other customers complain about horrible hip and leg pain within the first year.We are looking to replace our mattress and start searching online, but we think it may be better to buy from a mattress store nearby.If you are considering a Helix mattress I suggest you move on. Let our expensive ****** be a freebie for you.We purchased the Helix Midnight Luxe and I can't even describe the pain we are now experiencing.

• Review fromAlexandra T

  Date: 01/08/2024

  1 star
  Unbelievably dishonest company. I placed an order for a full-sized plush mattress topper. I previously ordered this product two years ago and it was plush and very nice. Well I received a ca-king sized item, not at all the size I ordered, and it has no filling in it whatsoever. So they must be cutting corners on the quality of their products. Now, this cal-king sized item came vacuum-sealed so there's no way it will fit back in the box it came in. I requested a refund as it was their mistake, and they told me they cannot issue a refund until they receive the item back. I told them it won't fit, and they told me I would be responsible for getting another box. So now not only do I have to take time out of my schedule to go return something to the post office, I also have to pay for a box, all because of their mistake. When asked to speak with a manager, I was told it is not guaranteed that I would be able to speak with one. Additionally, no one answers the phone when you call. This is a scam of a company.
  

  Helix Sleep

  Date: 01/16/2024

  Hi *********,Thanks for your review and feedback, and we apologize for the error with your shipment. It looks like the return made it back to our facility and your refund has been issued. Best The Helix Team

• Review fromWade G

  Date: 12/28/2023

  2 stars
  Beware the adjustable bed frame, it wrecks the mattress. I enjoyed my Helix mattress for roughly a year and half until we added the Helix adjustable frame. It not mentioned that it will make the mattress deform and sag, except in the warranty.

• Review fromSally T

  Date: 12/22/2023

  1 star
  Our order placed on 11/18 was placed with a 2-3 week shipping window. We have not received the product, and we can not get any response from customer support chat or emails. Our card had been charged, but All-form has not communicated or responded to our inquiries about shipping delay. Please advise.

• Review fromPamela J

  Date: 11/26/2023

  1 star
  Not happy with them as they cancelled my bed frame order after I ordered their mattress. They should not have allowed me to order their bed frame if they could not deliver. I ended up ordering the bed frame from Nectar. Very irritated as I have not heard back from Helix with my comment.

• Review fromJorge G

  Date: 11/17/2023

  1 star
  I would give it 0 stars if I could . Everything is done through email. The ************** back guarantee but this is not true . Please be careful. Im stuck paying for something that didnt fit my needs . I shouldve known better when my queen size mattress came rolled ** in a tiny box. But I still had to have it atleast 30days before I can ask for a refund . No springs just like a memory foam mattress you sink in .
  

  Helix Sleep

  Date: 11/21/2023

  Hi *****,Thanks for reaching out with your feedback, and apologies for any confusion! I see your mattress pickup was completed and your refund has been issued.Please don't hesitate to reach out to our team if you have any other questions.Best,The Helix Team