Hi Rhonda,

Sorry to hear you bought a mattress from a retailer and it's not what's expected. Without knowing which bed shop you bought it from its hard to say why you've ended up with a far thinner mattress. We can give you some assistance though to help you speak to the store and get it remedied.

My new mattress is not what I thought:

We would advise that you locate your paperwork for the mattress purchase and find out all the listed details of that mattress. In particular the depth of the bed. In the furniture industry, including beds, there is a 2cm tolerance in all measurements and depths. However, a 2 inch variance is way off this. So it sounds like you may have been sent the wrong mattress.

All mattresses should state the depth on the bed product description so definitely look at this first.

Boxed Mattresses Online:

If you've bought a boxed mattress these models are crushed, vacuum packed and then rolled. This means they can take a while longer to reach their true depth and size. We don't box or roll any of our mattresses as in our experience this can damage them. It also limits the materials you can use leading to a lower quality more 'soft formed' mattress. Ie one that can be rolled. Most decent spring pocket spring units can't be rolled.

Knowing what's inside your mattress:

When buying a new mattress its essential to know exactly what's inside it. That way you can compare mattresses and know out of your shortlist which model is going to meet your requirements the most and which is the best value for your bed budget.
You need to know:

• The GSM of the fibres inside the mattress
• The spring type, gauge and count
• Mattress details such as if its 2-sided
• The Guarantee period (especially if you are then sent a bed that doesn't match up!)

Have a watch of our mattress buying guide below it should better arm you to discuss your grievance with the mattress shop. Failing that please contact the Furniture Ombudsman who you can raise a grievance with.

All the best
John & Ryan