Hi CDFinch,
I would probably try and call them on the phone but I certainly agree that this “shouldn’t” be happening and they “should be” helping you more promptly. How deep is the indentation (perhaps you could post a picture)?
There is more about Amerisleep and their sister companies and their so called “expert sites” that pose as being independent in post #2 here and the posts it links to. A forum search on Amerisleep (you can just click the link) will bring up more about them as well.
They wouldn’t be among my top choices when you have so many other good online options available to you.
There are many versions of gel memory foam that are different from each other but there is more information about them and their properties including their temperature regulating benefits in post #2 here and the other posts it links to.
Phoenix