We purchased two pieces of foam for bed mattresses for our motorhome to replace the soft mattresses we already had. As we had decided to try to re-use the mattress covers that we had that were 8cm, we opted for the reflex superior FIRM foam with a softer memory foam topping that came out at 7.62cm. It said on their website this could be applied to all foam over 2" thick. When the foam arrived, to say we were disappointed was an understatement! not only was the foam actually softer than the original foam we already had but you could actually compress it to almost nothing between two fingers. This was certainly not firm! My wife made initial contact by telephone to discuss the issue but was told that they don't do anything over the phone and she must email any issue that we have. After emailing them, Debbie "L" (she would not give her surname) their customer service and sales representative called me to discuss the situation. Debbie told me that they had not sent the wrong foam and that when you order foam at around 2" the reflex superior "will be very soft". I said I didn't understand how the foam "density" would change just because it is smaller thickness but if this does seem to somehow be the case then it would be helpful for there to be a note applied when ordering this product as it clearly states it to be "FIRM"! I very kindly asked her to call my wife as she was the one who had made the order and was dealing with it. Debbie did not call my wife and so she had to send her an email to discuss where we were to go from here. Debbie's response was simply that they do not take them back, they had delivered what we ordered and that was that! I understand that the mattresses were a bespoke size but was hoping that there was a solution that could resolve the situation as there is clearly a problem with the way this product is being described and so decided to call up to speak to Debbie L again to see if there was anything else that could be done so that we hadn't literally wasted £200 on a product that was worse than what we already had. When I spoke to Debbie this afternoon, she was very quick to say that there was nothing else they could do and that the density of the foam is reduced when the thickness is smaller. This is not how density works! Surely a firm foam is a firm foam irrespective of thickness! There unhelpfulness in trying to offer anything of a solution, even a reduced price for a replacement as well as the general attitude of Debbie has left me feeling incredibly disgusted and also reminded me once again the problems with buying things from companies where you are not able to see the product you are spending your money on and the product is not as described! Even down to the free "Memory foam" pillow apparently worth £30! that we were supposed to receive as advertised on their website, for spending over £150. when it arrived it was a very cheap non memory foam very lumpy pillow, although Debbie tried to convince me that it was!