Hi denverdoug,
First, I’m sorry that your initial mattress from Urban Mattress didn’t feel quite right to you, but I’m happy that they took the time to get a new one ordered for you and are providing very nice service to you. That’s great news.
Yes, you are correct that it is odd for a new mattress to feel softer than a showroom model – firmer is usually the issue. It’s normal for a new mattress to lose some of its “false firmness” as the cover stretches and loosens a little, the foam breaks in a bit, 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.
Of course, you are experiencing the opposite situation. Common reasons for this could be that the manufacturer made a “running change” in the mattress composition and the retailer didn’t make the change on their floor model. Another reason could be that the manufacturing facility got a shipment of foam when the ILD range was outside or at the extreme of their range that they specify (this is more common with polyurethane foams as the process is less exact that than for latex in reproducing ILDs). The third issue tends to be a mistake made by the manufacturing facility and an incorrect layer of foam being placed within the product. There could be an issue with temperature/humidity in a warmer environment making the mattress feel a little softer within the transition memory foam layer, but I don’t know that you would be experiencing enough of a temperature difference between the showroom environment and your home bedroom environment, where the showroom would’ve had to have been very cold and the bedroom very warm, to potentially notice such a difference. The most likely culprit would be the polyfoam layers in the quilt or an incorrect layer being used.
Regardless, I’m glad you’re getting a new product shipped out and hopefully this one meets your expectations. That’s very good service from Urban Mattress and I hope your “mystery” gets figured out.
Keep us updated!
Phoenix