Hi Mellissa,
Thanks for sharing “part 1” of your Chicago experiences 
It’s unfortunate that you had such a negative experience at Verlo. They are independent franchises so the level of knowledge, experience, and service can vary from store to store … but they are typically in a “better” quality/value range compared to most mainstream choices and they are transparent about the materials they use in their mattresses which is why I normally include them in the various lists around the forum because their transparency allows consumers to make meaningful comparisons with other mattresses based on their own criteria and the parts of their personal value equation that are most important to them.
Having said that … while I would be disappointed or perhaps even frustrated if I was a manufacturer or retailer in similar circumstances (I think that would be “normal”) … disappointment or frustration is part of “life and business” and I completely agree with you that that’s certainly not a justification for treating any customer the way you were treated. I would be upset if I was in your shoes as well. Every manufacturer or retailer knows that “they win some and they lose some” because each person may have different reasons for choosing the mattress that they end up choosing or even changing their mind if that’s inside the framework of the policies of the store you were dealing with.
I’m looking forward to hearing about the rest of your Chicago experiences.
Phoenix