helixsleep.com Reviews
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4.1 / 5
Average user rating
100
Total reviews
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helixsleep.com Reviews
Read real experiences from customers of helixsleep.com.
Brands may not incentivize or pay to hide reviews.
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tech been good
March 26, 2026
Helix has solved our back and shoulder problems
Our Helix Midnight Luxe has been the perfect replacement bed for our aging backs. Both my wife and I have been impressed with the extra support in the middle to lower back area while providing lots of comfort for our shoulders and hips while side sleeping. I can't prove our enjoyment of these Helix beds more than pointing out that we came back and ordered bed toppers of the same design for our spare bedroom.
Gabriela Theurich
March 24, 2026
This Helix mattress is crap.
Purchased this mattress 3 years ago. Immediately we noticed it does not hold it's firm. Today, it has sag spots. When your laying down your trapped in a groove. We got the firm queen. Paying over 1400. for it, we expected it to hold up for at least 8 years. Very disappointed in Helix. Don't buy the hype as we did.
Patrick Caraway
March 12, 2026
I bought the Helix midnight luxe…
I bought the Helix midnight luxe mattress and I regret it more and more everyday. My back has been in so much pain ever since I got it. I've had back pain which is why I got this mattress and my back pain has gotten so much worse because of it. I gave myself and the mattress plenty of time to adjust to a new bed but the pain in my lower and middle back is almost unbearable. It's to soft and I DO NOT recommend this mattress to anyone with back pain
Anna Ludwig
March 11, 2026
I love the mattress I ordered
I love the mattress I ordered. I ordered from the core collection, the one good for back and side sleepers. I love that you get a trail period to test it out. I’ve been using my mattress for eight months now. I have recently even convinced my friend and her husband to purchase a mattress and they are super excited to receive theirs!
Sheila
February 28, 2026
1 Star – A Complete Failure of Customer Service at Every Stage
We ordered two Twin XL ergo bases, two mattresses, two waterproof covers, and two sets of sheets, with White Glove delivery through Ryder. What followed was one of the worst customer service experiences we have ever encountered.Before the purchase: Phone calls went unanswered for four to five days. Chat support required repeatedly navigating a bot before reaching an agent who provided minimal assistance. We proceeded based on product reviews alone.The delivery: Upon returning home from a funeral, FedEx arrived unannounced and deposited two 100-lb boxes in our hallway, blocking our stairs, bathroom, coat closet, and a bedroom. The driver confirmed he was authorized to leave them outside in the snow had we not been home. This was not the White Glove service we paid for.The aftermath: Reaching anyone at Helix proved nearly impossible all weekend. When we finally spoke with a representative Monday morning, a remediation plan was arranged for Friday. No delivery window, contact information, or logistics were ever communicated. Every attempt to get clarification that week was met with a chatbot or a voicemail. The third-party pickup company we eventually reached had not heard from Helix either and was attempting to contact them independently on our behalf.We lived for a full week in genuinely unsafe conditions — unable to move the boxes due to their weight, with no outside help available and no resolution in sight.The refund: At this point we requested a full refund and cancellation. A representative called promptly — notably the first time responsiveness improved — acknowledged the situation, and verbally confirmed a full refund had been processed. We agreed to retain approximately $300 in bedding as a good-faith gesture and submitted a written request for Helix to offset the price gap we faced in sourcing comparable replacement products locally, given we had purchased during a promotional sale we could not replicate.Today: The pickup order was entered incorrectly. The promised refund has not appeared with our credit card company. We attempted to reach our designated contact and were refused a transfer by a different representative. The situation remains unresolved.We cannot speak to the quality of the products themselves, as we never had the opportunity to use them. What we can say with certainty is that Helix's customer service infrastructure is not equipped to handle problems — and problems, as many reviewers note, do occur. If anything goes wrong with your order, you should expect inaccessibility, misinformation, and no coordinated ownership of the issue. For a purchase of this size and complexity, that is an unacceptable risk.*** Helix, thank you for responding, but your message leaves out some key facts and presents the situation in a way that doesn’t reflect what actually happened.You mention your “frustration” about this situation, but never acknowledge the far more significant impact your handling of the order had on me. More importantly, your reply suggests that a meaningful resolution option was offered, which has not been the case.The only “resolution” you repeatedly offered was a complimentary king adjustable base and set-up, items that I have no use for and does not address the financial harm I have documented. After Helix’s numerous delivery and communication failures, I was forced to buy a comparable product and service elsewhere. Offering duplicate product and service is not meaningful compensation and framing it as such is misleading.For clarity: Helix did not offer any alternative resolutions beyond that single, unusable item. I was the one who proposed several resolutions, including a merchandise credit, reimbursement, or openness to considering another solution from Helix. The fairest compromise was a merchandise credit to help offset the pricing difference created by having to repurchase items at non-sale price. Helix declined this proposal and simply restated the same offer that did nothing to address the actual costs I incurred.Your public response presents this as if multiple options were provided and carefully considered, which is inaccurate. What was offered didn’t solve the problem and didn’t match the reality of what your mistakes forced me to do.I appreciate the apology, but a genuine resolution requires acknowledging the circumstances truthfully, not repeating a single compensation offer that had no practical value to me.
Deni Chenkzo
January 16, 2026
I purchased a helix mattress on 11/2017…
I purchased a helix mattress on 11/2017 and submitted a claim in 2020, they insisted that my account wasn't in their system. I showed them a receipt and contact with the agent at the time of purchase. They pulled up their old system and said I was there but they had no information in my purchase despite showing them receipt and mattress. I had made a claim under their warranty after having the mattress rip open and exposing their materials, none of which were the layers they were advertising on their site, furthermore I made a side claim of their mattress protector failing to provide protection for fluid spills. They refused my claims and said warranty did not cover any of the damages nor the false advertisement of the layers within the mattress. I made many reports the following years but never once received any compensation or replacement. In 2024 they completely erased my email and purchase history from their system and said I was never a customer to begin with. I would stay away from this company at all costs.
Catarina G.
January 15, 2026
We bought a Helix Dawn two years ago
We bought a Helix Dawn two years ago. Good mattress, fim enough, but not too firm, super comfortable if you like sleeping on your back. The only issue I have with it is the edges are not straight up. I wish I could show a picture. On the corners the top part sticks out more than the bottom, like a muffin. Looks a bit odd.
Robert R.
January 10, 2026
Unethical business practices
Unethical business practices! First off, my Helix midnight lux mattress failed and was sagging 3 inches after 2 weeks of sleeping on it. The company sales their products on other websites like Amazon, wayfair, Macy’s, etc. I bought from one of these other websites and it states on the company website it is sold directly through Helix so all warranty related matters are to be dealt with directly through Helix. Well, when I called Helix they said I didn’t buy from them so they don’t back the warranty and I had to go through the retailer I bought from. This is clearly false as the shipping label even shows it came directly from Helix. This has been a big ordeal and I do not recommend you ever buy from a shady company like this.
Robert
September 26, 2025
The sales team is easy to work with.
The sales team is easy to work with.
Aaron Silcox
September 25, 2025
Will I be canceling my entire order?
My ability to provide a review expires tonight at midnight, so I had to go ahead and send a 1 star review as I have not received my white glove delivery service yet and in fact have been unable to reach the local Ryder hub in Morristown to even schedule delivery.
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