In all fairness we ordered a £99 mattress so maybe it's our fault. The first night it was firmer than I would like but their site said to give it 30 days. By night 3 I could feel every coil. We bought the warranty and the cover but uselessly because the fabric on the mattress has caused piles from being rubbed against it which I guess counts against us. Even if it didn't they want £49 to deal with it on top of any cost associated with the other mattress. I'm just gonna keep sleeping sore as can't afford it. I blame myself for trusting the nice looking cheap option and not being able to afford to shop elsewhere.