Helix Sleep Corporate Office — Local services in New York

Ordered my 'custom' Helix mattress and four (4) Helix pillows (two standard, two king) on 7/23/2018. My total purchase was for $1,400 dollars and change. Product (mattress) was delivered after delays from UPS due to the flimsy cardboard box Helix ships its $1k dollar product in due to the box literally being destroyed/falling apart during shipment *(reported to Helix the day it arrived 7.30.18). And to be clear the cardboard box was so damaged that UPS delated delivery so it would have time to tape it back together in order to make the delivery. I reported this to Helix customer service and was told "Luckily the mattress is wrapped in 2 layers of a thick, durable plastic so the mattress itself should be fine." What kind of company doesn't 'own' it's product through its entire lifecycle? From marketing to order, to how it's shipped and received? What kind of company ships an extremely heavy product that isn't padded and protected in its shipping container, but throws it into a cardboard box two sizes too big so it can damage/destroy the shipping container?

Finally on 8.3.18 I open the mattress after donating my previous Casper mattress and CB2 bed frame to an undergrad student in need discover it's a lemon (after an hour of waiting for it to 'rise/inflate' (its still deflated, not rising or anything after an hour) AND has visible and to the point you can feel it water damage in a 3x3 area AND has cuts in the foam structure after removing the cover to inspect the issue fully.

I honestly wish I was making all of this up, but I'm not. I'm really not. This experience is a total departure and the worst experience after buying mattresses through Macy's for years and moving to newer/innovative products when I bought a Casper mattress three years ago (shipped in a correctly size boxed, including clear shipping information and confirmation documents (none of this was inside the box my Helix mattress arrived in), box was insulated to product it from damage during shipping, and ZERO defects or issues with the product itself). To fail so dramatically regarding a product as personal as a mattress is makes Helix a company I will never patron again and plan to exhaust as much time as needed sharing my experience with potential customers so they have to deal with everything I have when spending hard-earned money trying to get a better nights sleep.

I'm not an employee of Casper. I don't know and I'm not related to any person who works for Casper. I only mention them because they are a similar product and brand to Helix, and there's nothing wrong with using them as a comparison. I'm a 35-year-old guy who tried to upgrade my mattress to a firmer one in hopes to address recent back pain issues and had the worst consumer experience of my life to date.

Their customer service agent was great, and did everything he could to correct the problem, but some things especially when it's a product as personal as a mattress can't be fixed by sending a replacement.

UPDATE 8.30.18: Helix processed my return and hired a third-party junk removal service to pick up the mattress. While it's unfortunate that I was issued such a defective product/a lemon, these things do happen, the customer support at Helix were outstanding and did what was needed to remove their products and refund me my money. I ended up getting a Wink Mattress (Firm) and love, Love, LOVE it! Probably one of the best mattresses I've ever owned and it's not a foam, but a true mattress that's hand-made/built to order, and 100% designed and...

Pros: the theoretical sleep quiz to determine a mattress was fun to do and gave me hope I'd finally found a mattress that fit my sleep style shipping and unboxing were quick and easy the mattress has an elegant initial appearance customer service immediately expedited us a plush topper at no cost when I contacted them about the mattress being too firm

Cons: 2 years in and the mattress has never been comfortable the topper consistently slides off as it does not fit the mattress perfectly normal sheets aren't deep pocketed enough and deep pocket sheets are too deep edge support is nonexistent moving? this is the bulkiest, most awkward, heavy, and floppy mattress you'll ever find. even with 6 people it was extremely difficult also re: moving, it will never be the same after your first move. it's literally as though sections of the mattress have just "given up" on being whatsoever supportive in taking off the cover to wash it, it came to our attention that some of the springs are rusty. mind you, it has never been exposed to moisture beyond ambient humidity the foam under the cover is yellowed, cheap, basic foam. do not expect any kind of proprietary or high quality foam material at 2 years old, we are already searching for a new mattress, as the Helix just isn't comfortable, especially not for the price. it has done nothing to help my back or neck pain, and tends to exacerbate any soreness I have going to bed. very disappointed, as I'd heard good things, but it's just about the cheapest expensive mattress you'll find, in terms of quality and experience. I cannot recommend or suggest this...

Update: the company finally came through so I’m moving this to three stars. We were able to get a replacement bed and the new one is better. These people need to work on this customer service process. I would rather speak to an overseas agent than deal with the ping / pong texting game.

Original: Worst customer experience ever. Fist they shipped my mattress on a different tracking number than the one on the order status. Kept saying it hadn’t shipped them it just showed up. Then for a week o kept getting sales texts. Yes texts to my phone asking me to bug what I already bought. Mattress arrives.. it’s way too soft. Not even close to medium firm and now my back is killing me after 3 days, but we have to sleep on it for 30. Oh wait. 3 days later they say okay since you back hurts we will refund you. Finally we get our return process started after days and days of no response, only to get a message from their partner Sharetown that they don’t have people in our area.. then sharetown writes back and says it was an error, then 2 days later writes back and says no it’s not. And we will need to contact helix. Tried to reach back out to helix and it goes into a black hole. I’m now contacting my credit card company to get my money back. This is total BS. I’m reading other customers experiences saying that I may now be responsible for disposal of the bed. I’m not doing that. I’m not paying someone to pick it up. I don’t have a vehicle capable of bringing it to the dump and we have no trash pickup in our town.. never again with...