Mattress supplier refusing to refund

Exile_geordie

PenguinJim wrote: »

But perhaps not in the first hour.

A lot of mattresses need a couple of nights (at least) to "break in". I would suggest also doing some research on your specific mattress type and material to see if others had the same problem, but found it much better after a couple of days.

Thats quite possibly true for normal mattresses but this is memory foam which is meant to do that right away and I guess it being a higher density would mean that the middle of it being more dense so they didnt go right trhough it.

TheSestren

PenguinJim wrote: »

But perhaps not in the first hour.

A lot of mattresses need a couple of nights (at least) to "break in". I would suggest also doing some research on your specific mattress type and material to see if others had the same problem, but found it much better after a couple of days.

Exile_geordie wrote: »

Thats quite possibly true for normal mattresses but this is memory foam which is meant to do that right away and I guess it being a higher density would mean that the middle of it being more dense so they didnt go right trhough it.

The first thing I asked them when contacting their customer services was whether or not the firmness would subside with airing out or giving it several days to adjust to room temperature. Their response was to tell me it is meant to be that firm it is the firmest mattress they sell (not made clear on their website at all) and that they would offer an exchange instead... for £45.

Edit: It is also worth noting that they changed their position in the last email I received from them, where now they say the mattress requires time to adjust and that I should try sleeping on it for a few days before rejecting it.

I responded by telling them that it was just far too uncomfortable to do that, sleeping on it for a single night would likely leave me with aches and pains from being a heavy person lying on a hard surface. Sorry, I know this isn't for me to air the woes of being fat but yes, sitting/lying on any hard surface does hurt after a while let alone sleeping on one.

Pinkypants

Are you sure that your trying on the correct side?

Most memory foam mattresses are 1 sided and I'm guessing this is an all foam construction mattress. Normal side up is the label side up.

Does it have a zipped cover? If it does can you unzip it to see the memory foam to make sure you're trying the correct side. You should normally see two different types of foam, a harder base foam with a layer of softer memory foam on the top.

Also note memory foam does get softer when it's warmer.

TheSestren

I'll check, it has a cover on it so I didn't think of that.

TheSestren

Yeah, it's the right way up... pressing it gently with your hand you can feel it is memory foam, but when you try to lie down on it its like it goes hard for some reason.

My research after this whole nightmare suggests that memory foam gets harder the more pressure its put under, so that's the only explanation I can think of as a layman... in which case, selling a very high density memory foam and marketing that mattress for people over 24st would be problematic if you are not being completely clear that the mattress will be very firm as a result. I wasn't looking for an othopedic mattress, I wanted something that would not flatten like a pancake under my weight and offer the benefits of memory foam - all claims the website makes but the mattress itself does not deliver.

TheSestren

Some good news, the customer services manager from the mattress retailer has agreed to provide the refund. They have requested I test the mattress for a longer period and have even kindly offered to send me a memory foam topper to make the mattress more comfortable (which I agree is going above and beyond, so I am grateful) but ultimately have agreed that at the end of the week they will refund if I decide I want to send it back.

If only this was the response I had gotten straight away rather than after several days of banging my head against a brick wall with their customer services team!

Thank you everyone for your input, I appreciate you reading my situation and offering your guidance.

agrinnall

Good, I think that is the right response, and as you say, would have made things a lot easier if they'd said that in the first place.

bigeddie747

Just to add... generally you do have to wait for a mattress to 'bed in' - typically it may also be helpful to rotate a mattress on a regular basis so one side of a mattress isn't 'worn' and all sides are equally used for maximum comfort