Hi katex,
I’m not sure how long you’ve had your mattress but I would keep in mind that here will be a break in and adjustment period for any new mattress or sleeping system as the mattress loses any of it’s “false firmness” and the cover stretches and loosens a little and the materials settle and your body gets used to a sleeping surface that is different from what it is used to (see post #3 here). This would typically be a few weeks but it can be shorter or longer depending on the specifics of the person and the mattress (higher density materials can take longer) and it can be surprising to many people how much their sleeping experience can change over the course of the first month or so.
If your mattress is too firm then some of the suggestions in post #2 here may also be helpful.
While other people’s comments about the knowledge and service of a particular business can certainly be very helpful, I would always keep in mind that you are the only one that can feel what you feel on a mattress and I would be cautious about about usinganyone else’s experiences or reviews on a mattress (either positive or negative) or review sites in general as a reliable source of information or guidance about how you will feel on the same mattress or how suitable or how durable a mattress may be for you and in many if not most cases they can be more misleading than helpful because a mattress that would be a perfect choice for one person or even a larger group of people may be completely unsuitable for someone else to sleep on (even if they are in a similar weight range). In other words … reviews in general certainly won’t tell you much if anything about the suitability, quality, durability, or “value” of a mattress for any particular person (see post #13 here).
Phoenix