The Bed and Mattress Troubleshooting Guide

Essential pre-troubleshooting checks

Before diving into specific issues, a few preliminary checks can often resolve a problem or provide important information for an accurate diagnosis. Taking a moment to review these points will save you time and effort:

1. Review your assembly instructions: For any bed frame, especially complex designs like ottoman bed frames or divan bed bases, double-check that all components were assembled correctly according to the product assembly instructions. A loose bolt or incorrectly fitted slat can be the root cause of many issues.
2. Confirm a level surface: Ensure your bed is on a flat, even floor. An uneven surface can cause the bed frame to twist or wobble, leading to instability, noise, and uneven mattress wear. Use a spirit level to check if you are unsure.
3. Check the foundation: Verify that your mattress is on a suitable base. A mattress on an old, worn-out, or incompatible base (e.g., slats that are too far apart) will not perform as designed and can lead to premature sagging and discomfort. The base is as crucial as the mattress itself.
4. Gather your product information: Have your order number, product name, and delivery date handy. This information will be essential if you need to contact our customer service team for product support.

Common mattress performance issues

Your mattress is the heart of your sleep environment. When it doesn't feel right, it affects everything related to your rest. This section addresses the most common performance and comfort issues, helping you distinguish between normal behaviour and a potential fault.

My mattress feels too firm, too soft, or unsupportive

One of the most common concerns is that a new mattress doesn't immediately match the comfort level experienced in-store. This is often part of a normal adjustment period. Just like a new pair of shoes, a new mattress needs time to adapt to your body. Fillings, especially in memory foam mattresses, need to soften and contour. We recommend sleeping on your new mattress for at least 30 nights to allow it to settle and for your body to adjust.

It's also worth noting that memory foam is temperature sensitive. It will feel firmer in a cold room and softer in a warmer one. With this in mind, ensure your bedroom is at a comfortable ambient temperature to experience its authentic feel. An unsupportive base can also make a mattress feel softer than it is, while a rigid, solid base can make it feel firmer. Ensure your bed frame provides the correct foundation.

A mattress topper can be an excellent solution if the mattress still feels too firm after the adjustment period. It adds an extra cushioning layer to relieve pressure points without compromising the mattress's core support. Learn more about the different mattress types.

Noticeable sagging, dips, or uneven wear

It's natural for a mattress to show signs of use over time. The key is to differentiate between normal body impressions and genuine sagging, which indicates a loss of support. All mattresses experience ‘settlement’ – where the fillings compress and conform to your body's shape, particularly around key pressure point areas like the hips and shoulders. This is a sign that the mattress is working as intended. A 2-4cm dip is typically considered normal settlement, not a fault. Premature or deep sagging can be caused by an inadequate bed frame (for example, slats spaced too far apart), a dipping base, or consistently sleeping in the same spot.

Troubleshooting steps

1. Rotate your mattress: You should rotate your mattress from head to toe every season (or as per the care guide) to ensure even wear. This prevents dips from forming in one area.
2. Check the base: Place a straight edge (like a broom handle) across the mattress where the dip is located. Measure the gap. Then, place the mattress on the floor and repeat the measurement. If the dip is significantly reduced or disappears on the floor, the issue is likely with your bed frame or base, not the mattress.
3. Use the whole surface: To distribute weight more evenly, try sleeping across the entire mattress surface, not just in the centre.

Excessive motion transfer or partner disturbance

Feeling every toss and turn from your partner can severely disrupt sleep. While some motion transfer is inevitable, certain mattress types are designed to minimise it. Motion transfer is most common in traditional innerspring mattresses, where the springs are interconnected. Movement on one side of the bed travels through the spring system to the other.

Mattresses with pocket springs are specifically designed to combat this. Each spring is housed in its own fabric pocket, allowing it to move independently. This isolates mattress movement, making you less likely to be disturbed by a restless partner. Memory foam is also excellent at absorbing motion due to its dense, energy-absorbing structure.

If you're experiencing excessive motion transfer on a pocket spring or memory foam mattress, first check your bed frame. A loose or unstable bed frame can create and transfer motion, making the mattress seem like the culprit. Remember to check that all bolts and fittings are tight.

Unusual noises originating from your mattress

A mattress itself should be virtually silent. If you hear creaks, pings, or groans, it's important to identify the source. Noises are almost always caused by the bed frame or the divan base. It is very rare for a mattress, especially one with pocket springs, to make noise. The springs are encased in fabric, which dampens any sound.

Troubleshooting steps

1. Isolate the mattress: Carefully lift it off the base and place it on the floor.
2. Test the mattress: Press down on different mattress areas and roll on it. If the noise is gone, the source is the bed frame.
3. Test the bed frame: Press down and gently shake the bed frame with the mattress removed. This should help you pinpoint the location of any squeaks or creaks, which can be addressed by tightening fittings.

Temperature regulation issues or persistent odours

Comfort isn't just about support; it's also about creating a fresh and temperature-neutral sleep environment. Many new mattresses, particularly memory foam mattresses or those delivered vacuum-packed, have a slight ‘new product’ smell. This is harmless and is known as off-gassing. It occurs when the manufacturing process releases volatile organic compounds (VOCs). To resolve this, remove all packaging and air the mattress in a well-ventilated room for 24-48 hours before use. After this period, the smell will dissipate completely.

Traditional memory foam can sometimes retain body heat. However, modern advancements have largely solved this issue. If you are a naturally hot sleeper, consider a cooling mattress. These features include gel-infused foam, breathable covers, or advanced open-cell structures designed to promote airflow and dissipate heat, ensuring a more comfortable temperature throughout the night.

Resolving common bed frame and base problems

A solid, stable bed frame is the unsung hero of a good night's sleep. It provides the essential foundation for your mattress and contributes to your bed's overall stability and quietness.

Squeaks, creaks, and rattles from your bed frame

Unwanted noise from a bed frame is a common and highly disruptive problem. Fortunately, it's usually easy to fix. Most squeaks are caused by friction between two parts of the bed frame, typically at a joint or fixing. This is often due to bolts or screws that have loosened over time.

Problems with ottoman bed functionality

Ottoman bed frames are fantastic space-saving beds, but their gas-lift mechanism can sometimes present challenges, especially when new. It is normal for a new ottoman bed to feel stiff and difficult to open or close the first few times. The gas pistons are at their maximum pressure and require the weight of the mattress to operate correctly.

The ottoman won't stay closed
This usually happens if the mattress is too light for the pistons. Check the product specifications for the recommended mattress weight range.

The ottoman won't stay open
This indicates that the mattress is too heavy for the pistons, overpowering them. Again, check the recommended weight limit.

Troubleshooting steps

1. Ensure the mattress is in the base: Never attempt to operate the ottoman mechanism without the mattress in place. The system is calibrated for this weight.
2. Use even pressure: When opening or closing, use the provided straps or handles and apply firm, even pressure. For the initial uses, it may require more force than usual.
3. Let it settle: As the pistons settle in, the mechanism will become smoother and easier to operate regularly.

Instability, wobbling, or misalignment

A wobbly bed can be noisy and make it harder to relax at night, but the good news is that it’s usually easy to fix. In most cases, the issue comes down to the assembly or the surface it’s standing on. Start by double-checking the product instructions, as instability often happens if a step has been missed or a part is fitted incorrectly. Make sure all components are in the right place and every fixing is tightened securely.

If the bed is correctly assembled but still unsteady, the floor could be the culprit. Uneven floors are a common cause of wobbling. A simple solution is to use furniture pads or coasters under the lower feet to balance the frame and keep things steady.

Many larger bed frames (double size and above) have a central support leg for extra stability. Ensure this leg is adjusted to be in firm contact with the floor. It won't provide support if it's too short; if it's too long, it can lift the frame, causing a see-saw effect. Even if it doesn't squeak, a general tightening of all bolts every six months can prevent wobbling from developing.

Damaged or missing spare parts for your bed frame

It is unlikely that during assembly, you will find a part missing or damaged in transit. However, on rare occasions, this does happen, so stop assembly immediately to avoid potential damage to other components or an unstable build.

Use your assembly instructions to identify the specific name or number of the missing or damaged part and contact our customer service team. We maintain a stock of common spare parts, and our product support team can arrange for a replacement to be sent to you as quickly as possible. Do not use a substitute part, as this could compromise the safety and integrity of the bed frame.

Maintaining your bed and mattress for longevity

Proper care and regular maintenance will extend the life of your bed and ensure it performs at its best for years to come. A few simple, regular tasks can make a massive difference in the comfort and lifespan of your sleep setup:

When to consider a new mattress

Even with the best care, no mattress lasts forever. Recognising when it's time for a replacement is crucial for your sleep quality and physical health. The average mattress has a lifespan of around 7-8 years. After this time, the materials and support systems will start to degrade, even if they are not immediately visible.

Signs it's time for a change:

• You wake up with aches and pains, particularly in your back or neck.
• There are visible signs of wear and tear, such as significant sagging, lumps, or rips.
• You find you sleep better in other beds (like at a hotel).
• Your allergies seem worse at night, possibly due to an accumulation of allergens in an older mattress.
• The mattress makes noise when you move (after you've confirmed it's not the frame).

Find your perfect Sleepmatch with our Mattress Finder.

Your dreams guarantee and warranty

Your Dreams purchase is protected to give you peace of mind. It’s important to understand the different layers of this protection. These guarantees cover faults in materials and workmanship, such as a collapsed spring unit or defective ottoman piston. They do not cover normal wear and tear, settlement, or accidental damage.

• 100-night Comfort Guarantee: You wake up with aches and pains, particularly in your back or neck.
• 1-Year guarantee: All our products come with a standard one-year guarantee against manufacturing defects. If a fault appears within this period, we will repair or replace the item free of charge.
• Extended warranty and guarantees: Many of our products come with extended warranties or guarantees beyond the first year. Please check the product page or your order confirmation for the specific duration applicable to your item.

Further resources and expert advice

If the solutions in this guide haven't resolved your issue, or if you have further questions, our team of experts is ready to help. Contact our customer service team with your order number, product details, and a clear summary of the issue and the steps you've already taken.

We may need to arrange a home visit for specific issues, particularly suspected manufacturing faults with a mattress or bed frame. We often use an independent, certified inspection company to ensure a fair and impartial assessment. Their technician will visit your home to examine the product thoroughly.

Please ensure the product is accessible and stripped of bedding. Be prepared to explain the issue and answer the technician's questions. Our product support team will use their report to determine the next steps, which could be a repair, replacement, or confirmation that the product is performing to manufacturing standards.