Helix Sleep Tracking Order Status

I have owned the helix sunset for 3 months and could not be happier with my purchase. I took the sleep quiz and purchased the recommended model. After years of hip and shoulder pain, I slept my first pain free night on my Helix, and continue to do so. Initially I found the mattress to be a bit more firm than anticipated so they sent me a mattress topper at no charge which adds just the right amount of "squish" for a perfect night's sleep. If you wish to connect with customer service however, be advised it is near impossible to connect via phone. I found the most efficient way to contact them is via their online chat services. I highly recommend this mattress and the company that makes them in the USA!

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.

I recently bought a Helix mattress with the frame and foundation. I have issues with the frame and the Helix customer service has been horrible in helping me. The mattress is just Ok. I think I paid way too much money for it. Please check out other options. since once you order from Helix, they will no longer be involved in helping you.

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.

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.