I was rather excited at the prospect of a customized mattress and I hadn’t found this site before making my purchase. If I had read what Phoenix said about the potential issues with weight and this mattress, I would have stayed far away. If you are overweight I would steer very clear of Helix.
I made my purchase in January and delivery was pretty straight forward, the box arrived pretty trashed, they really need to revisit their fancy shape, it’s not helpful. I used the enclosed letter opener to cut through the plastic and it caught the cover and snagged it in a couple spots. Once open I noted that the cover had 2 dirty spots on it. I reached out to helix to let them know and they promptly responded and offered to replace the mattress. They also said they were working on the box issue as it’s happened before. I told the representative that replacing an otherwise functional mattress seemed like overkill and I was actually just wanting them to know what happened. She then offered a $100 credit because of the dirty cover, to which I agreed and found was fair. I was never able to clean that spot, it just got darker and pilly when I tried.
A month into my trial I emailed helix
“So I’ve made it a month and while I’m not in pretty serious pain when I wake up anymore, my neck still hurts and I’m still unable to sleep on my side from my hip hurting. Also, perhaps you haven’t (and I’m not going to mince words here) had many fat people buy your mattress, but there is a fairly significant impression from the area’s I’ve slept. I try to sleep in different spots but you can still feel an impression. It’s not visible but I’ve had friends lay on the mattress to see if they could tell and they could.
Honestly I’m really disappointed, I was hoping with the latex and the microcoils this would be significantly better than a memory foam mattress or tuft and needles more affordable mattress but that isn’t currently how I’m feeling. 
If you guys need any other more specific feedback let me know. I know you’re a new company and I’d be happy to help.”
They responded quickly with some questions and an apology. They wanted to know if my issues ere subsiding and if I could send photos of the dipping. After reading some of the reviews on other sites I had seen people posting photos using bowling balls so I figured I’d try to do the same thing. I sent them the original photo as well as the composite. I received a response asking about the foundation, to which I replied that it was a platform, with no slats. There was a little back and forth on trying a topper for the pain vs an exchange, now that they had seen the dip and we settled on a replacement. Getting the replacement ordered took a few days and I was now dealing with a different representative. I explained my pain and asked if maybe a different configuration would work. We went over the details (like they have on the site) and the rep ordered a new differently configured mattress.
The new mattress arrived in the same wonky box but this time it didn’t seem as torn up. This mattress was also not dirty. I contacted them after the new mattress was setup, to schedule the return. They contacted the Salvation Army (who I personally have issue with but they didn’t seem to care that I volunteered to take it to Goodwill) who would come by in a week and a half to pick up the mattress. I stored the old one in the hallway. till that happened. In the meantime I noted that the new mattress was much much softer, but I figured maybe it would still be ok. The Salvation Army showed up as scheduled and picked up the mattress, I got a message from the original representative asking me if there was an issue with the pick up because I guess the Salvation Army didn’t confirm pick up. It felt a little weird like maybe they thought I didn’t have them pick it up. So I sent the pick up slip and a screen cap from a security webcam we have showing the truck. That seemed to placate them. Back to sleeping on the new mattress. It was way too soft and getting softer every day. I had friends try it out, I really had wanted it to work but after about 2 weeks I sent this.
"I need to set up a pick up for this mattress and a refund. I have tried to make this work and it’s just not going to happen. I thought maybe I was being over critical of this new mattress and had a few friends try laying on it for a while and every single one said it felt like an old hotel bed or something similar. Within the first week there was a noticeable dent in the middle of it. Now I find myself sleeping on the sides to have any sort of support. I am going to chalk it up to me being overweight for the mattress and I’m going to go back to a innerspring. You guys maybe should say something about weight being a potential issue because it certainly seems to be a problem. "
They responded with a new Salvation Army pick up date, over 2 weeks out. I sent this
"I asked my friends what they thought and we’re of the thinking that if the Salvation Army is going to sell the mattress it might not be a good idea. I am not exaggerating when I say it’s like a broken down hotel bed. There is no way anyone would believe this was a new mattress. But I’ll leave it up to you since I have it out of the way already. I’m back to using my old bed, which is firmer.
Either way, please outline what you need from me so I don’t find myself feeling like you think I’ve cheated you, like the last time.
I should also tell you that I plan on outlining this entire purchase on the Mattress Underground because I think it’s important to let people who are overweight know, that this bed is not one worth considering. "
This is the response I received.
My response
"I know you didn’t ask for photos but here is a composite for you, I took it for my review. This mattress is less than 3 weeks old and that is only a 14 pound ball vs a body. Also I went to the dr last week and I weigh 254, certainly obese but not 300 pounds like you’ve noted in your FAQ. If someone 46 pounds less than your maximum can render a 3 week old mattress to feel like a old hotel bed, you’ve got a problem. I don’t know if you want this information but I figure you’re a new company who seems to care about your customers so I’m relaying it. If you’d like to know anything else, I am more than willing to provide info so you can make a better mattress. "
I received no further communication. The mattress was picked up and I received a refund.
I really thought they’d take me up on feedback since they made it seem like they wanted to know, but clearly they want to stick with their, it’s fine for 300#, which cannot be true if you look at the photo I’ve included.
If you and/or your partner weigh over 200# I’d steer clear of this company and it’s product.
Not related to my experience but rather my research after the purchase, I have seen on a couple sites, one being apartment therapy, people questioning the integrity of the reviews on their mattresses. It seems that if someone posts an article on them, they send people to the comments to praise their product. That didn’t go over well on AT and I’m now a little suspicious of some of their glowing reviews.