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All mattress brands have complaints from consumers, and Helix is no exception. Before you make your final buying decision, it’s important to learn about both the pros AND the cons of the mattress. In this article, we will be talking about the most common Helix mattress complaints.
Consumer Complaints about Helix Mattress
Common complaints about Helix mattresses include slow shipping, issues with the return policy, poor customer service, sagging, and problems with making a warranty claim.
Helix Mattress models feature a wide range of firmness levels so that any individual can find a suitable mattress. We have already tested several Helix mattresses and they are all made of high-quality materials. However, a number of consumers have made several complaints against the company.
The Helix mattresses that we reviewed were durable and very well-made; but online mattress brands are not perfect. Below are the most common complaints about the Helix Mattress. You should also read our articles about Tempur-Pedic complaints and Winkbeds complaints to see what people are saying about other mattress brands.
Shipping time
Shipping times can vary depending on which state you live in. If you live outside the contiguous US, you may experience a longer shipping time as well as an additional shipping fee.
A few Helix mattress customers have reported that they have waited for up to 3 months for their order to arrive. That being said, majority of the brand’s customers have given positive reviews regarding the shipping of their orders.
Shipping delays could be caused by internal issues within the courier service being used. In some cases, mattress companies might just be swamped with orders especially during holidays and sales like Black Friday and Christmas.
Return policy
Helix offers a 100-night risk-free trial period for all their mattresses. In the event that you receive a defective mattress, you can either have your mattress replaced or refunded.
Some customers have reported experiencing issues with the company’s return policy. This has to do, in part, with the company’s customer service which I’ll be discussing next.
Customer service
While most Helix mattress customers experienced satisfactory customer service, other consumers have reported that it’s difficult to reach the company through their email. Some customers who tried calling the company also experienced poor customer service.
Online mattress shopping should be a convenient experience. And it certainly doesn’t help if a company fails to offer proper assistance to customers during the buying process. This is definitely something to be aware of if you’re considering buying a Helix mattress.
Warranty
Helix offers a 10-year limited warranty for their standard mattresses and a 15-year limited warranty for their Helix Luxe models. These warranties cover manufacturing defects and indentations in the foam layers of the mattress.
In the event that you buy a mattress that’s defective, you should be able to submit a warranty claim and have it replaced with a new mattress. However, a number of customers have had difficulty reaching the company to claim their warranty.
They reported that the customer service was unresponsive at times when it came to processing their warranties.
Sagging
Both innerspring and memory foam mattresses will wear out and sag over time, typically after 7-10 years. The Helix line is comprised of hybrid mattress models that are more durable and supportive than standard all-foam mattresses.
That being said, some customers have reported premature sagging with the company’s softest mattress, which is the Helix Sunset. Although it contains the proprietary Helix Dynamic Foam in addition to memory foam, the Sunset’s super plush feel can lead to body impressions especially if you’re a heavier-set sleeper.
Since it’s a soft mattress, the coils inside it can also compress under heavy load which could result in sagging spots on the bed’s surface.
Other Helix mattresses such as the Midnight and the Twilight are more supportive and less likely to sag prematurely. If you prefer an extra-firm mattress, the Helix Dawn is best suited for you.
FAQs
Some customers have reported that their new Helix mattress started sagging after a few months. However, most people who got a Helix mattress experienced durable support that lasted for years.
Yes, we would recommend Helix Sleep for your mattress needs. Even though there are several complaints about the company, it still is a great brand overall that offers premium mattresses.
Helix donates returned mattresses to charities and housing facilities around the US.
Helix mattress returns are free and are scheduled by the Helix team.
You can contact Helix Sleep through their website. Several options are available such as email, call, and text.
Helix mattresses should last for 7-10 years.
Some consumers experienced difficulty initiating a return for their Helix mattress. However, the majority of buyers have reported positive results.
Helix offers a 10-year limited warranty for their standard mattresses and a 15-year limited warranty for their Helix Luxe models.
Helix mattresses usually ship within 1-2 weeks depending on your location and state.
You can, but it will not be so comfortable as it won’t be fully decompressed yet. It’s better to wait a couple of hours until the mattress fully expands before sleeping on it.
Conclusion
Helix Sleep is a well-known US-based mattress brand that offers over a dozen high-quality mattresses for you to choose from. However, they do have some flaws in their customer service, shipping time, and their return policy.
No mattress brand is perfect for everybody because each individual will have different opinions and preferences. If you want to buy a mattress that will fit your needs, we recommend reading trusted mattress reviews first before making a purchase.
Next step: Read our Helix vs. Saatva mattress comparison. If you’re considering buying a mattress from Helix, it’s important to see how it stacks up to the competition. Since Saatva is one of their biggest competitors, it’s worth seeing how Helix compares in a head-to-head competition. Also read our guide to whether Helix contains fiberglass or not so you can make sure that they’re safe.
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