Should we accept a replacement mattress if ours is faulty?

Bryan asked
30th September 2015

I’m 5’7″, 8.5 stone ; my wife is 5’2″, 10 stone ; we’re both in our 70’s & fairly good health excepting my wife’s mild asthma. August of last year we bought a 5′ John Lewis “Special 12000 Angora Mattress” medium tension. The result was a regular back-ache for my wife. The Harrison Spinks rep inspected it & said that it was faulty, we should have been advised to select a firm tension, & intimated that we needn’t turn the mattress as often as the literature recommended ( bearing in mind it’s weight ). John Lewis were brilliant, said that we could choose another or have a refund. We duly received the same type of mattress with firm tension in April of this year. Sadly my wife has now suffered lower back pain in varying degrees most mornings for the last 3 months. Upon inspection the John Lewis rep found no fault with the mattress & said that we should have been turning it weekly for the first 3 months. I said that in view of the weight ( 57Kg ) & my age/stature I should have been advised differently.
Submitted on 2015/09/30 at 12:09
continued !!
The JL rep said that we could choose another mattress or have a refund, however in a follow up call to their store we were told that the rep had not mentioned refund. If we’re stuck to one of their mattresses & a partial refund I was thinking the Vi Spring Dartmoor in medium tension & a latex topper from yourselves. Would this combo work bearing in mind that I would have to struggle or ignore the turning process. If we manage to get a full refund I’ll call on you regards Latex mattress & topper. I know that you latex mattress is about the same weight but suspect that it would survive less frequent turning. I’d appreciate your advice.
Thanks, Bryan.

1 Answer
answered 7 years ago

Hi Bryan,


Thank you for your question.


The first thing that strikes me is the contradictory advice you have received in respect of the most appropriate mattress and the need to turn the same. Given your body weights, I would recommend that you require a split tension, soft tension for you and a medium tension for your wife.


All pocket sprung mattresses should be turned at least once a month for the first twelve months. The issue with the weight of the mattress could be resolved by purchasing a zip and link set.


The Vi-Spring Dartmoor is made specifically for John Lewis and I understand that upholstery is mainly wool, although specific levels are not provided. If you are considering this mattress as a replacement, you should ask if you can have it in the split tension referred to above. Due to the fact that your wife is suffering with back ache, could be that the top upholstery layers are a little too soft for her and it may be that you would be better trying a mattress that has more medium comfort layers such as the Vi Spring Baronet/ Vi Spring Melford. If you are able to opt for a refund, please view the details of our Artisan Luxury which is the softest mattress that we make in those top comfort layers and also the Artisan Naturals/Artisan Bespoke 004 which have a more medium comfort layer.  The difference between the Artisan Naturals and the Artisan Bespoke 004 is the amount of natural fillings ie: the Artisan Naturals having 85% and the Artisan bespoke 004 having 100%.   All of the mattresses in our Artisan Range can be made with a split tension in king size and above.


BodyweightSpring tension
Upto 16 Stone / 50-101kgMedium (1.4mm)
16 Stone / 101kg UpwardsFirm (1.6mm)
Available in Bespoke Products (Please Call)Soft (1.2mm)


John Ryan Mattress Weights By Model         
Fusion Range
Mattresses5cm Topper
Single 25-27kg12-14kg
Double 35-38kg20-24kg
King 40-45kg22-26kg
Superking 45-50kg26-32kg
Hybrid / Resilience Range
Mattresses5cm Topper7.5cm Topper
Single 16-18kg6-8kg8-10kg
Double 24-26kg10-12kg12-14kg
King 30-32kg11-13kg15-17kg
Superking 35-37kg13-15kg16-18kg
Origins ComfortOrigins Reflex
Origins 1500Origins Latex 1500
Artisan 1500Artisan Tailored Pocket
Artisan NaturalsArtisan Bespoke 004
Artisan LuxuryArtisan Bespoke
Artisan Bespoke 002


I hope the above is of assistance to you but please do not hesitate to contact our office for further information and advice on 0161 437 4419.


Kind regards Julie