First off, let me start by saying Birch Mattress is owned by the larger brand, Helix Sleep. There are Birch complaints (about the mattress) as well as Helix complaints (about the company overall).
In our review of Helix Sleep (Birch’s parent company) complaints listed on the Better Business Bureau, there were 96 complaints in the last 3 years.
Here is a breakdown of the type of common complaints we saw.
- 55% of complaints involved problems with the product.
- 24% of complaints involved delivery issues.
- 13% of complaints involved warranty issues.
- 6% of complaints involved advertising issues.
- 2% of complaints involved billing issues.
But of those complaints, only one review explicitly mentioned the Birch mattress.
Complaints from that transaction included: long shipping times, excessive sinkage, and difficulty getting the mattress picked up for a return and refund.
Birch’s response was to pick up the mattress and refund the transaction, even though the customer exceeded the trial period length.
Other Common Complaints from Around the Internet
Multiple complaints on Reddit complained about slow delivery and poor customer service during the pandemic.
Reddit
From 6 sourced reviews, 17% were 5-star, 33% were 2-star, and 50% were 1-star. Cited complaints include warranty issues, excessive sagging, and a strong smell out of the box (albeit a natural latex smell).
TrustPilot
