I have bought from these folks numerous times and yeah usually a new mattress feels a tad firmer than the one in the store because people try them out in the store it's not brand new however if you need foam I know for a fact they will give you the foam for free to soften the bed and they let you donate the old set if you reselect and you pay 25% of the lower-priced item so if you donate it covers your cost which is very fair if you ask me you're just complaining because you're dissatisfied that you can't return something that you changed your mind about I own a beer drive thru in rocky river and you can't return the beer once you've left even if it's not open. people complain online to try to hurt the business reputation instead of working something out and being adult about it.... I don't understand why people have the attitude now a days that they're not responsible for anything it's always someone else's fault I know for a fact they tell you that you cannot return the mattress once you buy it like I said been a customer of theirs for 20+ years only defending them because I've always treated me fairly and I've had the same issue you've had in the past.