Helix SleepReviews of helixsleep.com

I purchased a Helix Elite Midnight in August 2024. I spent more that I intended as a selling feature was the zip out topper. It seemed a great idea to be able to purchase a new topper down the road, rather than buy a whole new mattress. After a few months of sleeping on this mattress, I started waking up with a sore hip and back. I felt I needed more support. In May, I went back to where I purchased the mattress and was told Helix upgraded the mattress for 2025 and toppers are no longer made to fit the 2024 model. I contacted Helix by writing to Adam Tishman - the CEO, calling Helix Sleep multiple times, and asking for help through their website. Never heard back from Adam Tishman, no one at Helix sleep offered any support, and I received an email back from the website inquiry stating that there is nothing they could do since I bought it through one of their dealers. Their product may be great for many, but their customer service is horrible. gone are the days of a manufacturer standing behind their product. I am grateful for the Denver Mattress store in Denver for helping me with this issue. They are a reliable business in Denver. I will not recommend Helix. I feel it was a bait and switch situation. I was sold this mattress with the option of purchasing a new insert and with the update of the Helix Elite in 2025, that made the option of replacing the 2024 topper obsolete. What kind of business does that?

I would not recommend buying a mattress. They are expensive and my husband and I ache every where when we wake up. The materials used to make the mattress seem to be of good quality, but not comfortable.

I ordered a mattress from Helix and they said it would be shipped in 3-8 business days. They provide an order number and a link so you can track your order. Unfortunately the order never updates. So for weeks I emailed and chatted with their customer support and they kept telling me everything was fine, that I just needed to click on the Fedex tracking number. I did that and it was never updated. I sent multiple emails that were never responded to. After two weeks I contacted them again through their chat. They told me "The label for the package was created on January 23rd, however, there has not been any movement on the package as you have seen, so it is now deemed as lost, would you like us to issue a replacement order or refund the order?" I asked them what that meant and they wouldn't explain it. Somehow my package was lost? I asked them for a phone number. Called the number and service wasn't open until Noon EST. Called them at Noon and waited on hold 12 minutes until an automated voice came on and told me no one was available to talk. I left a message that was never responded to. No one ever explained what happened to my order. No one ever told me when the order was lost that they were taking care of it. Truly awful experience. Canceled and went with a competitor. Will never buy anything from this company. Save your money and your sanity.

9 months after buying this the foam is breaking down and I sink in terribly. Reached out to them and they will replace it if it sags with no weight on it. That is ridiculous. Better quality on my last mattress from Walmart at $400

I purchased a Helix Plus. I also purchased the 10 year warranty afterwards after their representative said I was covered for any issues. The bed broke down within a year. I tried to move it to another room and the foam slumped down to the bottom of the mattress cover requiring I unzip the cover to realign the foam on the springs. I then noticed the outer rolls of springs had separated from the inner rolls. I contacted the company and was told my warranty was voided because I unzipped the cover. They said their website stated and labels on the bed warned that warranties would be voided. Using the waybackengine, I confirmed when I bought the mattress there was no warning. Also, my mattress has no such labels. Customer service was snotty and disrespectful.

Promised shipping in 1-4 weeks...In week 6 now since ordering and customer service is ignoring all of my emails. I can tolerate a delayed shipment but no updates and no responses from customer service? That is infuriating. Don't recommend buying from them. Choose any other brand.