Hi, thank you for the email. Someone call and was NOT helpful at all. She insisted that. I should have done certain things that I already did and when I was talking to her she hung up on me. She called from 561-684-****. I just want to exchange my mattress for one thats more firm, I dont get why is it that hard. I should have gone to mattress firm, or another mattress company. This is the last time Im doing business with City. User's recommendation: Go somewhere else.