Given a mattress by a charity, and I can't use it

[MaryCeleste]

I receive a small benefit from a charity that covers people who used to work in a certain job because I'm disabled as a result of that job. I asked if they'd buy me a new mattress because my old was was knackered. They did, and it arrived this morning but I can already tell that it's not suitable - it's so thin and hard that even laying on it to test has left my hips and lower back really hurting and I could feel the bed base through it. My partner said the same.

I don't want to be ungrateful but I can't use it - I already have problems sleeping and this is only going to make things worse. Should I contact the charity and ask if they'll take it back? It was bought from Wayfair and the reviews seem to have suddenly gone really bad so it look like the mattress has declined in quality recently.

Thank you

Should also say that I also tried it with a topper and it really didn't help.

I feel like such a terrible ungrateful person but it's absolutely not suitable 😕

Let the charity know. They're probably paying top dollar & need to know if recipients are getting the quality that's being paid for.

Is it one that you need to unroll on delivery? If so, it should be left for at least 24 hours after unrolling before you try to use it.
If not, that's a shame.

I was going to say this let it "plump up" then try again. if not just inform the charity they can return it for a refund.

it also takes a few days to get used to a new mattress.

It wasn't rolled when it was delivered. I don't think it's a case of getting used to it, there's very little padding on the mattress even though it was advised as a memory foam sprung hybrid (which is the same mattress type as my old one and that has visible padding all over and wasn't any more expensive 😕)

if it's not right just say to them the charity can get a refund,and maybe they can buy somewhere else.

Thanks - I'm just very concerned about seeming ungrateful or like I want really expensive stuff when I don't.

My partner can sleep on a washing line and she hated it too. 😬

I'd check it's the same one ordered (did you choose it?). I ordered a £1000 orthopedic mattress and was given an awful budget mattress. The wrong one had been delivered.

You're not ungrateful, it doesn't meet your needs.
Ask for a better one xxx

Is your old mattress better? If so I'd speak to the charity. They won't mind.

I’d contact the charity right away, it should be covered under distance selling regulations, so they should be able to get a refund and get a more suitable product

you are not ungrateful, maybe the charity doesn't know how uncomfortable the mattresses are, it's fine to tell them.

You're not being ungrateful. It sounds like it's a cheap mattress which isn't really any help to anybody. Mattresses need to be tried in the shop to get what's right for you. Could they buy one of your choice or at least donate to a better quality one.