Hi Breda,

Thank you for your question.

I am sorry to hear of your mattress woes.

The first thing I would say is that with your body weights I would not have recommended an ortho mattress as these are firm and not suited to your weights. This is probably why you are experiencing the problems you are. The advice you received should have been to opt for a medium spring tension which would give you the correct support. Unfortunately, it would appear that the person who dealt with you at John Lewis may not have taken into account your body weights and preferred feel and has ultimately allowed you to purchase the wrong product.  When looking for a new mattress, not only should you take in account the spring tension but also how you would prefer the mattress to feel in the overall top layers or comfort layers. You should seek a replacement and ask for medium spring tension to provide you with support but also with the correct upholstery layers to provide you with comfort.

Spring counts specified in any product are usually based upon a king size and are reduced or increased proportionally when you go down or up in size. 1000 springs are usually sufficient to provide the right support for people of your body weights in a king size.

I trust that this helps but if we can assist you with regard to any of our products, please do not hesitate to contact our office on 0161 437 4419.

Kind regards Julie