Helix mattress complaints

Last Updated: April, 2023

Please Note: This Post Contains Affiliate Links

While brands try their best to offer top notch services, they don't always deliver. They may fall short in some areas while shining in other areas. This is why our team at The SleepShop Inc conducts a 2 stage review process, that may take over a month, when testing mattresses. We aim to find the strengths and weaknesses of a product and test out the brand's customer service.

Helix Sleep offers some really remarkable bedding solutions, from my experience. However, according to previous buyers, there are some issues that Helix can work on. We collected different complaints of the Helix mattresses from previous users, which we shall discuss below. As a disclaimer, please note that everyone's experience is different and the complaints discussed below may not apply to you.

Customer Service Issues

Some buyers of the Birch Natural Luxe mattresses have complained that the company’s customer service is slow to respond to their inquiries. Most complaints regard the company’s 30 night sleep trial offer. This basically means that you can purchase any Helix mattress and try it out for the first 29 days and if it doesn’t fit your needs, return it for a refund or mattress exchange. You may want to contact customer service if there’s delay in delivery or when your newly purchased mattress is faulty. Before reaching out to customer service, make sure you’re either within your night trial period or your warranty. You can find out these details before purchasing the mattress so that you can decide if the terms are ideal for you.

If you’re searching for a good alternative, consider Eco Bliss by PlushBeds.

Plushbeds Eco Bliss

Plushbeds Eco Bliss

Plushbeds Eco Bliss is running a sale on their mattresses, active today February 23, 2024!

A good alternative for the Birch natural luxe mattress is the Plushbeds Eco Bliss. Starting off with the price point, the Eco Bliss is more affordable, currently on offer going for $1,199. Both are eco friendly mattresses so if you are strictly a green sleeper, the Eco Bliss got you covered. It’s made of organic latex which is GOLS certified. Its support foam has CertiPUR-US certification. These certifications including the GREENGUARD Gold help you know the mattresses safe for use, and Eco Bliss has them all. 

The Eco Bliss is a luxury comfort all foam mattress handcrafted in California. It has the luxury feel of a hybrid mattress but good for the environment. The mattress offers different options to different sleepers. For the overall feel, you can choose between their medium and medium-feel options. It has 3 height options 8, 10 and 12 inches. As for size, they offer twin to split king options. While the Birch mattress price includes free standard pillows, Eco Bliss comes with two free pillows, free protector and free luxury sheet set. This makes the investment worth your while. 

With the Eco Bliss mattress, you’ll have 100 night trial which is a better duration for texting a mattress as compared to 30 nights. Plushbeds offers mattress removal service at a fee in case you prefer their team to pick up the mattress. However, you may choose to do this by yourself. Luckily, the extras that come with the mattress are yours to keep, you’ll only return the mattress.

Helix Mattress is Sagging

A few buyers have made complaints about some Helix mattresses sagging after a short period of time. Mattresses sag for different reasons and may not necessarily mean that the mattress is of poor quality. The most important factor is body weight versus mattress firmness. To elaborate, let me use an example. If you weigh 170 lbs, an ideal mattress is the one with a medium firm feel. If you weigh above 200 lbs, opt for a firm to extra firm mattress. If the latter goes for a soft or medium mattress, the mattress will sag fast and even cause back and hip pain. Some companies require mattress buyers to purchase an approved box spring or base to ensure the mattress lies on a good foundation. If this is a requirement and you don’t follow through, then you may void your warranty. However, if you followed the instructions and procedures as should and still the mattress sags, then we can blame that on quality.

An alternative would be the Molecule Reflex 10” mattress.

Molecule Reflex 10” Mattress

Molecule Reflex 10” Mattress

Molecule is running a sale on their mattresses, active today February 23, 2024!

The Molecule Reflex 10" Mattress is popular for two main things; cooling and support. If you're searching for a mattress that won't sag, this is your go-to. For the price of $1499.99 you can get a lovely queen bed with zero fiberglass and a CertiPUR-US certification.

Your sleeping position matters a lot when choosing the ideal mattress. Types of sleepers include side sleepers, stomach sleepers, back sleepers or combination sleepers? Different mattresses cater for different sleeping styles. With their hyper-targeted zone support technology LiftCOR™, the 10" Reflex mattress maintains proper spinal alignment and is good for combination back and side sleepers. If you fall into this category you won't have to worry about your core dipping into the mattress. Average weight stomach sleepers may also try out the mattress.

The 10" Reflex medium firm mattress is a good mattress investment. The mattress is very durable and won't sink after a short while. It's backed by a whooping 15 year warranty. They also offer 100 nights trial and a refund if a complaint is filed within 30-100 days. The mattress also has remarkable cooling technologies such as a cool-to-touch mattress cover and a gel memory foam layer that helps dissipate heat for hot sleepers.

Helix Sunset Structural Issues

A customer complained about a new Helix mattress purchase being defective. They said the pocketed coils were faulty, poking through the mattress layers to the surface and causing a dip. There are a few reasons why the coils of a mattress could be loose, either way, try not to sleep on the mattress. This is one of the issues that should be reported immediately. When lying on a faulty hybrid mattress, you won't sleep comfortably and there's a chance the coils can harm your body. Faulty coils can affect other features of a mattress like if it pokes through the gel form, the layer won't dissipate heat as should and can be a nightmare for those who sleep hot. If you use a mattress protector the coils may also poke through it depending on how bad the situation is.

For a strong hybrid mattress, try out the Amerisleep AS3 mattress.

Amerisleep AS3 Hybrid

Amerisleep AS3 Hybrid

Amerisleep's is running a sale on their mattresses, active today February 23, 2024!

The AS3 is Amerisleep's most poplar mattress for good reason. First of, they have 2 options, the all foam and the hybrid mattresses. If faulty springs made you only want the all foam layers versions, then choose AS3. However, if you have hope left for hybrid mattresses, then this one won't disappoint. The AS3 hybrid costs $1499, which is more than the Helix Sunset which currently goes for $999. The price shouldn't worry you, it's a worthy investment. Starting with their quick-to-respond customer service, you will be able to test and return your mattress hastily within 100 nights.

Amerisleep AS3 mattress is a non-toxic mattress containing zero fiberglass and zero ozone depleters, so you're definitely sleeping on a safe-to-use CertiPUR-US certified mattress.

Onto its structure, the award-winning AS3 mattress contains zoned hybrid support that enhances spinal alignment, preventing your body from sinking in the mattress. Its pocketed coil system will keep your body lifted and the bouncy nature enhances sleep comfort. It also has double density coils on the edges which promote edge support. Enjoy their game changing 20 year warranty!

Having Issues with Your Helix Mattress?

If you encounter any issue with a recently bought Helix Dawn mattress, Helix Moonlight, Helix Midnight Luxe, Birch or any of their extensive mattress collections, contact customer care. Some issues are as discussed above, but others may include delayed delivery, wrong mattress delivered and so much more.

To contact Helix Sleep, you can launch a live chat which is accessible from any page on their website. You may also reach them via their social media accounts on Instagram, Twitter and Facebook. Their listed email is help@helixsleep.com and phone number is 831-777-5976. Finally, you can reach them through other methods provided on their contacts page.

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