Radio silence after promising to fix the order they botched Ordered a Birch queen mattress and topper in June. Both were delivered timely (albeit the topper was poorly packaged). I realized over a month later (I had to hire someone to help me carry the mattress upstairs) that they had shipped me a cal king topper instead of the queen I ordered. I contacted them, and they said they were shipping out the correct topper in 5-10 business days and would have FedEx pick up the cal king topper. 15 days later, the topper is still “in production”, and I have 3 emails and 4 tweets into them asking for a status update that have gone unanswered (not to mention a giant box still in my living room and a sore back, since the mattress without the topper is uncomfortable). I don’t recommend this company, especially since there are about 100 other companies out there making similar direct-to-consumer, mattress-in-a-box products.

Worst Customer Service Ever 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… 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

Promised shipping in 1-4 weeks...it's week 6 now 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.

The Helix mattress is a very well built… The Helix mattress is a very well built mattress that offers, in my opinion, the best customization you can find in any mattress on or offline, especially at this price. I've been recommending the Helix mattress to all my friends.