Questions after receiving my latex mattress

[Onyx]

MFC does not wish to communicate with me further. He gave me those two options I mentioned and told me to direct the rest of my questions here.

I am not using a pillow in either photo. I’m just laying on the mattress.

This is more than discomfort. This is PAIN.

My hips dip too much into the mattress, and my butt goes numb and starts to feel painful. Hence why I constantly have to shift around. There is no possible way for me to get comfortable on this mattress.

Currently lying in bed because, once again, I couldn’t sleep last night. I put a pillow under my butt, and my spine feels much better and my butt stopped going numb. I’ve never had to do that with any mattress before.

Something about the makeup of this mattress is allowing my hips to sink too much. I need a solution for that.

My bed is a platform bed, that has a metal support down the middle with a metal leg in the center to the floor. The wood slats are about 3.5 inches wide with about 2 inches of space in between. When I sent MFC a photo of it, they said it was perfect. Also, I did try sleeping on the mattress on the floor and had the same issues.

[Maverick]

I have not read where you removed the soft layer and used the medium over the coils as I suggested and Phoenix suggested. This should prevent your butt from sinking.

While it’s possible that latex simply isn’t the right material for you, the level of discomfort you’re describing shouldn’t be happening. If you’ve already planted the idea in your mind that you don’t like the mattress, MFC, Mario, or anything else related to this setup, then it’s unlikely to ever work for you.

If your butt is sinking, and considering the description of your platform foundation, the only reasonable explanation is that the upper comfort layer is too soft. That’s why both @phoenix and I suggested removing it.

We’re all here trying to help solve this issue. But if you’ve already decided this mattress isn’t going to work, then it won’t. It’s as simple as that.

A mattress is made up of three parts: support, comfort, and cover. MFC offers a wide range of components, latex, HD foam, HR foam, feather and down toppers, memory foam toppers, even egg crate foam. Nearly every combination of layers is available. So for someone open to exploring options, there should be a workable solution.

From where I’m standing, if you’re willing to engage, @MFC will be just as willing to help resolve it, that’s how they operate. Shipping or exchanging layers might not be free, but I’m fairly confident they’ll work with you to get it right. At the end of the day, no one wants to ship something that won’t work, and no one wants negative feedback showing up here. The goal is the same for everyone… to get it right, so you can end the day with a good night’s sleep.

Making changes one layer at a time is the only reliable way to figure out what works and what doesn’t. The only real unknown is whether there’s information we’re not aware of, such as health conditions or other factors, that may have contributed to past difficulties with mattresses.

I am confident a solution is there, but when convention options do not work, stepping outside the box may take a little more time and patience.

Maverick

[Onyx]

If you look at my reply with the photos, that is exactly what you’ll read. I removed the soft layer and have been laying on the medium layer directly on the coils. And that’s the setup I’m using in the photos.

You keep suggesting that I’ve decided there’s no solution. But I’ve mentioned that I have been transparent in my communications with MFC. You seem to be glossing over the part where I mentioned that Mario has recommended exchanging soft for firm, and if that doesn’t work, to buy a firm latex core, but that he thinks that will be too firm for me. Aside from that he refuses to communicate further and just keeps telling me to direct my questions here. Which I’m doing. That should show you that I’m looking for a solution. If I’d given up I wouldn’t be on this platform.

I’m not sure if youve been a customer of MFC, or if your experience with them is different, but I have tried to work with them as youve suggested and I’m being dismissed and sent here. Please stop attacking me and telling me that I’m the unwilling party. That’s not the case and it’s not helpful to keep implying that. Nor am I giving negative feedback, I’m simply being transparent about the situation. You keep saying to talk to Mario, but the fact is he refuses to advise me further and sent me here. So speaking to Mario is not an option, and that is HIS decision not mine. So that we can put this issue to bed, pun intended, I’ve replied with screenshots of our most recent interactions.

I’ve not had issues with any mattresses in the past.

I understand trying out different layers is an option, but not everyone can afford hundreds to thousands of dollars to pay to try them out. Hence why I’m here trying to give as much info as possible to narrow down what the next best step is.

Please be kind and don’t assume that someone spending this much time looking for a solution, is THE PROBLEM.

I believe you are trying to help but it’s difficult to find your suggestions while sifting through the parts where you’re accusing me of not being solution oriented. There’s no need for that. I ask that we please keep it respectful, optimistic and focus on the goal.

[Onyx]

[Onyx]

[Onyx]

[Onyx]

[Onyx]

[MFC]

Good morning Onyx!

I understand you’re eager to resolve this quickly and it’s totally understandable. That said, urgency can sometimes work against finding the right solution, especially when comfort and pain relief are involved. What you’re experiencing may take a bit of thoughtful experimentation. While it may seem like a mattress issue, there could be additional factors contributing to your discomfort.

The Cumulus model has been a great fit for many people with similar body types, which is why your experience stands out.

I encouraged you to reach out to The Mattress Underground because their team has extensive experience with complex cases like this. We’re all working together—myself, TMU moderators, and trusted members—to help you find the best possible solution. For this to work, it would be best if you could stay open to the process (even if it takes longer), try the suggested steps, and share feedback as you go. It’s the only way we can troubleshoot effectively from a distance.

If you don’t want to try the suggested steps I gave you, I will happily give you a refund based on some term and conditions.

Thanks for sticking with us—

Warm regards,

[Onyx]

So your response is that there must be something medically wrong with me? That’s a bold assumption. Are you a medical professional? It can’t possibly be that the mattress isn’t the right fit? And the only solution is to keep burning a hole in my pocket to troubleshoot. I would be willing to pay more to exchange layers if you had provided better customer service. Your tone on this forum vs via email is quite different. I tried to work with you but you insisted on being difficult. And quite honestly, this is the most uncomfortable thing I’ve ever laid on. You could have had a happy customer, but you clearly didn’t want to work with me on this.

[Maverick]

Hi Onyx,

Just following up. I’m sorry if you feel as though you’re being attacked or disrespected in any way. I don’t know you personally. I only know what you’ve shared and the issues you’ve described.

From what I’ve seen, and from what others have observed in your posts with MFC, it doesn’t appear that they’ve been unwilling to help or have dismissed your concerns. Based on your posts, their responses seem consistent and respectful. If there have been other interactions that suggest otherwise, they haven’t been evident so far.

I haven’t overlooked Mario’s suggestion to swap the soft for a firm layer.

In fact, I’m suggesting something quite similar:

The first step, I think is to remove the soft dunlop layer and see how the medium over coils feel. You are not compressing the medium enough for it to be an issue of “feeling” the coils. For reference, my mattress is firm coils with 2" of HD foam on top of the coils, on the side of the mattress we sleep on. So 2" of medium latex over coils, is not unheard of. If that feels better to you, get another medium layer, if it seems too soft, then get the firm, and as I mentioned, keep the soft as a topper option.

Update: mattress came with coils, a medium Dunlop layer, and a soft Dunlop layer.

Mario from MFC suggested a few things to try and so far the best solution is just having the medium layer on top of the coils. However my hips are still sinking, and I still can’t get comfortable.

If both Phoenix and I missed the part where you mentioned MFC suggested removing the soft layer and trying the medium over coils, I apologize. We must have overlooked or misunderstood how it was presented. That said, it’s still unclear when exactly you removed the soft layer and which photos reflect that setup.

The photo of you lying on your side in the sleeping area doesn’t appear to show your hips sinking into the mattress as you described, at least from the angle shown. The photo of you on your back at the edge of the bed does show some sinking, but it is unclear whether that was taken with or without the soft layer. Similarly, it’s not clear if the side photo was taken after removing the soft layer.

When considering a solution and looking at your front-side photo, it’s difficult to envision a firmer layer either above or below the medium being the right move. Again, your hips don’t appear to be sinking in that image. As Mario stated in his latest response, it can sometimes be difficult to troubleshoot from afar when the obvious solutions are not working.

Everyone here is hoping for a positive outcome. We all take pride in helping others find comfort and we’re genuinely happy when that happens. No one is rooting for failure.

Hopefully, you’ll soon be among those with a successful result.

All the best,
Maverick

[MFC]

Hi Onyx,

I’m happy you accepted my offer to get give you refund. I would like to make it clear that I gave you the same customer service as I do to all my clients. We exchanged over 80 emails about this mattress and I always addressed your concerns promptly.
I gave you 2 solutions to help resolve your issues that you can read in the actual email I sent you above in this thread. You then kept coming back at me questioning my recommendations and I had nothing more to add. At that point, I suggested you post your questions here on this forum to get more options so that you can make an informed decision.
Maverick and Phoenix gave you great advice on some solutions, yet you never followed up on it. That’s when I decided to offer you a refund as I can see that this thread is going nowhere.

I hope the insight gained here helps you move forward, knowing exactly what to look for in your next mattress.

Sincerely

Mario

[Onyx]

We do not have 80 emails between us. That is a lie. And we would have quite a few less if you hadn’t been so difficult and refusing to help.

You just admitted that you do not like the fact that I had more questions about your recommendations. I wasn’t “coming back at you”, I was trying to make sure we had all the information to take the correct step. It’s called collaboration. But you obviously saw it as an inconvenience. I’m glad that this will all be over soon if you would stop being difficult with the return process via email. Please send me the labels. I’ve already done everything you requested. I can’t wait to be done with this nightmare.