Helix SleepReviews of helixsleep.com

Response from Helix SleepSep 28, 2026

Hello Krish. We’re really sorry to hear this happened not once, but twice. We completely understand how frustrating it must have been to place another order with us, especially while moving into a new home and counting on having your mattress arrive within a certain timeframe. Because our mattresses are made to order, production timelines can sometimes extend during larger sale periods when we see a significant increase in orders. Our website currently states that mattresses typically ship within 5–8 business days, and once the mattress leaves our facility, FedEx generally needs a few additional days for delivery. As soon as the order ships, we send an email with tracking information so you can follow its progress. That said, we understand that when an order takes longer than expected, communication becomes even more important. We’re sorry you felt left without clear updates and also had difficulty reaching our team by phone. Our phone support does have more limited hours, so the fastest way to reach us is typically through live chat. Our chat team is available seven days a week from 10am–10pm ET, and response times are usually around 3–5 minutes. We know none of that takes away from the frustration of waiting longer than expected, especially after experiencing a delay with your previous order as well. We really appreciate you sharing this feedback, and we’re sorry that after giving us another chance, your second experience ended in another cancellation.

Response from Helix SleepSep 23, 2026

Hi Michael. We’re really sorry you’ve been waiting this long for your pillow to ship. Shipping timelines can sometimes be a little longer depending on when the order was placed, especially during busier sale periods. If you’re still waiting on your pillow, please reach back out to our Customer Experience team so they can take a look at your order and provide you with the latest update.

Response from Helix SleepSep 10, 2026

Hi there. We’re really sorry this was your experience. Having your mattress delivered without the frame you paid for, then having to spend additional time trying to get answers, is not the experience we want for our customers. We do see that since leaving this review, you’ve been able to connect with our support team and that they’re working with you on a solution. We’ll also be sharing your feedback with the Ryder team, as this is not the level of service we expect for customers who choose White Glove Delivery. We hope we’re able to get everything fully resolved for you as quickly as possible and thank you for bringing this to our attention.

Response from Helix SleepAug 18, 2026

Hi Kayla. We’re sorry to hear the mattress hasn’t become more comfortable for you and that the experience has been so frustrating. Because the purchase was made through a retail partner, the retailer manages the order and is responsible for all post-purchase support, including returns, exchanges, and warranty submissions. Retailers maintain their own purchase records, trial and exchange policies, and payment information, which is why these requests need to be handled directly through the store where the mattress was purchased. When you previously reached out to our team, we did respond and explain this process as well. We understand it can be disappointing to hear that you need to work through the retailer, especially when you’re already trying to find a resolution. We hope they’re able to work with you directly and get this addressed as soon as possible.

Response from Helix SleepAug 14, 2026

Hi there. We’re really sorry for how frustrating this experience became. Ryder, our third-party delivery partner, is responsible for coordinating the delivery appointment and communicating directly with the customer about when they’ll arrive. That said, when that communication breaks down, we know how frustrating it is to feel stuck waiting for answers, and we still want to make sure we’re doing everything we can on our end to help move things forward. Since this review was left, our team has been able to work through the issue and get things resolved. We appreciate your patience throughout the process and also appreciate you recognizing the efforts of the individual representative who was assisting you. This feedback will be shared with the team and discussed with Ryder to ensure it does not happen again. If you need anything else, please do not hesitate to reach out.

Response from Helix SleepJun 23, 2026

Hi there. We’re sorry to hear that both your bed frame and nightstands arrived damaged and that you had difficulty receiving a response. This is not the experience we want for our customers. We requested your order information through Trustpilot so we could locate your purchase and look into a resolution, but we have not yet received those details. Should you choose to provide the requested information, our team would be happy to review the situation and determine the appropriate next steps. We appreciate you bringing this experience to our attention.

Response from Helix SleepJun 23, 2026

Hi there. We’re sorry this order has been so difficult, especially after you previously had a positive experience with the Sunset Elite. Receiving only one part of a two-package mattress shipment without clear updates on the missing insert is understandably frustrating. While we’re glad our team has been friendly and attempted to help, the lack of accurate tracking and timely resolution falls short of the experience we aim to provide. We appreciate your patience and your honest feedback regarding our fulfillment and shipping process, and we will be sharing it with the appropriate teams as we work to improve.

Response from Helix SleepJun 23, 2026

Hi there. We’re sorry the shopping experience left you feeling dismissed. Although our promotions have set end dates, we typically have a limited window in which our team may still be able to honor a recently expired discount. You should not have simply been told that nothing could be done, especially since you reached out immediately after the sale ended. Because our mattresses are made to order and delivery timing depends on production and carrier transit, we can provide an estimate but cannot always guarantee a specific delivery date or three-day window before an order ships. After receiving your review, our management team reviewed the transaction and reached out to you by email. We offered you an even better 30% discount for you to use. We have not yet received a response, but the offer remains valid through June 30. We hope you’ll consider giving us another opportunity to provide the level of service you should have received from the start.