15d ago
Researched on ThingTesting and asked friends for mattress recommendations. I like a really firm mattress and this had some good reviews and comments. As with most online mattress companies there was a simple quiz you could take to determine which of their products is best for you based on how you sleep and whether its just you or a two people, etc. The website suggested two models for me but the two options seemed almost identical so I just picked one. Using the online ordering was pretty easy. There were a lot of upsell options that I had to ignore, but everything was pretty straightforward. Aside from an initial confirmation there was almost no communication from the company about when my item was shipping out. I had to reach out to the company two weeks later for a a status update. The company was quick to respond, but I think it should have been easier to access information about the status of my order. Once the mattress arrived set up was pretty easy, although it was a lot heavier than I anticipated. I wound up hating it. Whatever this company thinks is a Firmness of Level 8 out of 10, they are wrong. It is not a remotely firm mattress. Medium is about the strongest phrase I could give it. The company has a 100 day return policy clearly stated on the website, but what they don't say is that they require a 30 day period of use before they will consider or accept a return. On the website there are a few references to having a "break-in" period with your purchase, but no clear statement about the 30 days and no mention that they won't process a return before that time. Stipulations like this should be as clearly marked all over the website as the 100 day return policy. I am not personally availing myself of the service but they have an option where you can trade one Helix style for another, if you were choosing between two and aren't happy with the choice you made. I'm hoping that the mattress I return will be donated to someplace that can use it, because I hate the thought of it being junked, but they don't guarantee that service.