Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
Great
240 reviews
Helix SleepSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
At Helix Sleep, we believe better sleep starts with a mattress designed for YOU. We are not a one size fits all type of mattress company. Every person sleeps differently, which is why Helix mattresses are thoughtfully engineered to support your unique body type, sleep position, and comfort preferences.Each Helix mattress is designed to promote proper spinal alignment and targeted pressure relief. By combining premium foams with responsive hybrid support, our mattresses help reduce aches and pains, improve sleep quality, and leave you feeling more refreshed and energized in the morning. Whether you sleep on your side, back, or stomach, Helix offers a customized sleep solution built to support the way you actually rest.Finding the right mattress is simple with the Helix Sleep Quiz. This quick, personalized quiz matches you with the mattress that best fits your body, sleep style, and comfort needs, taking the guesswork out of mattress shopping. From soft and plush to firm and supportive, Helix makes it easy to find your perfect fit.All Helix mattresses are designed and hand assembled in our U.S. facility using high-quality materials and thoughtful construction. We offer free shipping, a 365-night risk-free sleep trial, and a lifetime limited warranty, so you can feel confident in your purchase from day one.Helix is redefining how people shop for mattresses by focusing on personalization, comfort, and long-term support. With expertly designed products and a customer-first approach, Helix is here to help you sleep better, wake up feeling restored, and enjoy more comfortable days ahead.With Helix Sleep, better sleep starts tonight.
Helix Sleep (helixsleep.com) has 240 customer reviews on The Fair Hearing, with an average rating of 4.4 out of 5.
Showing 22 reviews with 1 star · Clear filters
THEY ORDERED MORE STUFF FOR ME BC I EMAILED THEM I WAS CONSIDERING RETURNING THE MATTRESS BUT SAID NEVER MIND LET ME TRY A TOPPER SO THEY WENT AHEAD AND ORDERED A TOPPER WITHOUT MY PERMISSION AND ARE NOT RESPONDING TO MY CANCELLATION ORDER IM SO ANGRY THIS HAS NEVER HAPPENED AND DOESNT EVEN FREAKING SEEM LEGAL
By Luxtress
I’m giving this review with mixed feelings. The ErgoAlign Mattress Topper with GlacioTex itself is decent, but the only reason I had to buy it was because my $2,000 Helix Midnight mattress — not even a year old — was destroying my back. Instead of helping or standing behind their own product, Helix basically left me on my own to “fix” it by buying something else. It shouldn’t matter where I bought the mattress. What matters is whether a company stands behind its brand. In this case, Helix didn’t. I had to spend even more money just to make a brand‑new mattress comfortable, and that’s unacceptable. After this experience, I will never buy another bed‑in‑a‑box or anything from Helix again. If a company can’t stand behind their own products, they don’t deserve my business.
By Doreen R.
Response from Helix Sleep· Jun 5, 2026
Hi there. We are truly sorry to hear about your experience and that your Midnight mattress has not provided the comfort and support you were hoping for. We completely understand how frustrating it would feel to invest in a mattress and then need to purchase an additional product to get more comfortable sleep. Because your mattress was purchased through an independent retailer, any return or exchange for the mattress would need to follow that retailer’s policies. This is why we are a bit limited in what were able to do for you at the time. That said, we still want to support our customers however we can, and we are sorry if that did not feel clear throughout your experience. Since receiving your review, our team has reached out to you directly and offered a partial refund for the topper as a courtesy. We hope this helps and shows that, while we may be limited by the retailer’s return and exchange process, we do still stand behind our brand and want to help where we can. We appreciate you taking the time to share your feedback, and we are sorry this experience has left you feeling unsupported. That is never the experience we want our customers to have.
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.
By Gabriela T.
Response from Helix Sleep· Mar 30, 2026
Hi Gabriela. We’re really sorry to hear this, especially after just a few years. That’s definitely not the experience we want for you. What you’re describing doesn’t sound like normal performance, and it’s something our warranty may actually cover. Our mattresses are built to maintain their support over time, so noticeable sagging or feeling stuck in a groove is something we’d want to take a closer look at right away. Please reach out to our team with your order details and a few photos of the mattress and foundation so we can walk you through a warranty evaluation and next steps. We truly appreciate you bringing this to our attention, and we’re here to help.
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
By Patrick C.
Response from Helix Sleep· Mar 25, 2026
Hi Patrick. We are really sorry to hear you have been dealing with ongoing back pain and that your mattress hasn't helped improve this for you. Our Midnight Luxe is a considered a medium in firmness, however, feel is rather subjective. What is soft for one person may be firm for another and vice versa. Things like body weight, sleeping position and even if you sleep with someone else can impact feel of a mattress. If you are still within your sleep trial, we’d really love the chance to help you find something that works better for you such as a firmer option or adding our ErgoAlign layer which is designed specifically for those who experience frequent back pain. Please reach out to us directly or send over your order details so we can take a closer look and help make this right.
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.
By Sheila
Response from Helix Sleep· Mar 10, 2026
Hi Shelia, Thank you for taking the time to share your experience. We’re very sorry to hear how frustrating this situation has been and appreciate the opportunity to address it. After reviewing your order with our support team, we understand that there was a delivery error that resulted in the adjustable base being shipped directly to your home via FedEx rather than being coordinated through the White Glove service you selected. We recognize how unexpected and inconvenient it must have been to receive large items without the setup service that was originally planned. Once the issue was identified and you had requested a refund, our team worked to cancel the order and coordinate pickup with our delivery partners. We also confirmed that you could keep the sheet set and mattress protectors at no cost as a gesture of goodwill. We understand that the situation with delivery coordination and communication along the way added to the frustration, and we’re sorry for that experience. Regarding the additional compensation requested for products purchased from another retailer after the cancellation, we’re only able to refund the amount paid on an order. However, in an effort to help resolve the situation, our team offered a complimentary king adjustable base valued at approximately $1,500. We understand that this may not have been the outcome you were hoping for but remain open to the offer if you choose to change your mind and accept. We sincerely appreciate you sharing this feedback. Experiences like this are taken seriously and help us identify where we need to improve communication and delivery coordination moving forward.
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.
By Deni C.
Response from Helix Sleep· Jan 19, 2026
Hi Deni, thank you for taking the time to share this with us. We’re truly sorry to hear about the frustration you’ve experienced and understand how confusing this situation must feel. I would like to address your comment of erasing your order. Orders placed through our website are never purposely removed from our system, so we’d like to take a closer look to better understand what’s going on. While there have been some updates to mattress components over the years, we’re absolutely able to confirm what layers were used at the time of your purchase and walk through any concerns you have about them. Our goal is always to do the right thing and resolve issues as clearly and quickly as possible. We’ve requested a bit of additional information from you here, and when you have a moment to respond, we’ll be happy to continue looking into this with you. We truly want to help and appreciate you bringing this to our attention.
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.
By Robert R.
Response from Helix Sleep· Jan 22, 2026
Hi Robert. Thank you for taking the time to share this and we are truly sorry for the frustration this situation has caused. Mattresses purchased through these sites do in fact have the same warranty as the mattresses sold on our site so we are unsure why you may have been told otherwise. If you are trying to do an exchange or return, we do ask that you work directly with the retailer you purchased your mattress through though. Regardless, sagging of three inches after only two weeks is not expected, and we would genuinely like to make sure this is addressed properly. If you are open to it, we encourage you to reply with your order details or reach back out to the retailer so they can initiate the claim and coordinate next steps with us. Our goal is always to see issues resolved, regardless of where the purchase was made. Thank you, Helix Sleep Team
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.
By Aaron S.
Response from Helix Sleep· Oct 24, 2025
Hi Aaron. We’re really sorry to hear about the frustration you experienced with your white glove delivery. We completely understand how disappointing that must have been, especially when you weren’t able to reach the local delivery hub. That certainly is not the level of white glove delivery we aim to provide. We know some time has passed but if for some reason you’re still waiting on delivery or have any lingering issues, please don’t hesitate to reach out to our customer support team so we can help make things right.
