Disappointed and painful

I had researched mattresses for about a month and liked the price point and sleep trial of the online mattress space. Eve stood out to me because of its price point and established success in the UK. My husband describes it best by stating it feels like you're sleeping on a sandbag. There is no "push back" feeling of support. It is not a too hard or too soft issue, but a lack of body support. I'm not saying that this is a bad mattress, I am only accounting for our experience. I'm a 200lb female who needs relatively strong lower back support, and the Eve has none; regardless of sleeping position. My husband is a bit lighter than I, and woke each morning experiencing increasingly worse shoulder, hip and backpain. The word "woke" is relative because during those three weeks we hardly slept. There was a lot of tossing and turning, getting up to walk around, and overall struggle to make it through the night. Sometimes, after failed attempts to get comfortable, I'd go sleep with my kids knowing I needed to get some rest for work the next day. Now, I understand that there is an adjustment period for a new mattress that many times you just need to just fight your way through, but this experience only continued to get worse for us. So far the customer service has been responsive and pleasant. We're returning ours and are going to try a hybrid or go back to innerspring.