Hey Phoenix,
You are right, we simply didn’t realize initially that it comes in two layers. Our order was done correctly. Their customer service replied to me that night, but in my excitement I didn’t read my email. We easily fixed it the next day and have slept great since. I wanted to post some initial impressions now that we are about 10 days in.
The TLDR verison: We LOVE our new mattress!
INSTALLATION: Very simple. We ordered a king size with split comfort layers (my wife had a “8”, I had a “6”). Once we realized the correct order of the transition/comfort layers (no directions provided that I saw about that) we were good to go. We received the mattress in two ~85lb boxes. One with the support layer/aloe topper zipped together and wrapped in air tight plastic, another with the transition/comfort layer in air tight plastic. Removing/exchanging the layers is EXTREMELY easy. It took less than five minutes for us to switch out our layers. I was a bit confused about some screws that came with the frame but I figured it out, installing the frame was very easy (just fold it out and hand tighten two screws).
BUILD QUALITY: This mattress was clearly built with pride. The cloth on the outside is very clean and appears to be of high quality. The aloe top cover with the zipper is very soft, high quality, and comfortable. The zipper has a soft cloth around it that prevents the zipper from snagging, which is part of why installation is so easy. The latex layers were cut cleanly and fit together nearly perfectly, my transition/comfort layer were approximately 1/2 an inch longer than my wife’s side - this was not noticeable once the layers are installed and in no way impacts the quality of the mattress. The mattress is supportive even on the very edges, my wife and I could easily sleep together on one/half the bed without any issues. The frame was very sturdy as well, with no real sharp edges.
SLEEP QUALITY: I am very happy with how I sleep on the mattress. I am kind of an “all of the above” sleeper - I sleep on my back, stomach, and side. It is different sleeping on latex as it definitely has that “on top of the bed” feel, which was a big change from our old inner coil pillow top with a memory foam topper 
That said, I have slept better this past 10 days then I have in years. My sleep is deeper, I wake up without any pain in my back, and I sleep throughout the night without waking. So from my perspective, this is an A+ sleeper. We are in Tampa FL and the bed sleeps plenty cool for us.
My wife’s impressions are more complex than mine, so if you are reading this paragraph please read it carefully My wife is a side sleeper who has chronic pain (arthritis and fibromyalgia - a pain condition with significant pressure point pain) and insomnia. Overall she is very happy with the build quality of the mattress but she is still adjusting to sleeping on it. Her shoulder pain (arthritis) is significantly reduced and this is what makes her most excited about it. Her hip pain is also reduced overall, though not as much as her shoulders. She also noticed that being on a king vs. our old queen allows her to “spread out” more, which is helping reduce pain too. However, my wife has woken up feeling stiffer. The stiffness is not necessarily a con in her view - it appears to be happening because she not moving as much in her sleep. It also seems like she is getting a deeper level of sleep. She isn’t waking up as much as she used to, with my wife’s insomnia she would previously wake up every 1 to 2 hours and now it’s improved a bit. Overall she gives her sleep quality a B- right now. It’s worth noting she would have given our old mattress a C- or D (“At least a whole grade level worse”). She has no issues with the “temperature” of the mattress, it feels comfortable for her as well.
EDIT As of 5/18/13 my wife now rates her sleep quality a B+. The mattress has softened during this break in period which has helped improve her sleep quality further.
We are going to try having her sleep on my side and see if the firmness makes a difference for her, we’ll post updates over the coming months.
ACCESSORIES: The frame is easy to install, it just unfolds and uses two hand tightened screws. I am just a fool and it took me 30 minutes, once I figured out what I was doing wrong it took me about 30 seconds It doesn’t have sharp edges that I noticed and appears to be incredibly strong. We bought their water proof mattress protector and it appears to work well, it fits over the bed easily. It causes some “ruffling” noises under our sheets which bother my wife a bit, but it’s not major. We received two free shredded latex pillows. We both feel they are a bit understuffed- but I think that is because they are advertised as “adjustable” pillows. If we reshape them the firmness “sticks” and we have both found our own comfort with them. I used to sleep on a medium firmness memory foam pillow which I loved, and I’m finding myself gravitating towards the new pillow more and more.
So that is where we are 10 days in. I think so far we are both very happy overall. Thank you so much for your help.
I will be posting a sped up Youtube video of the installation and post additional impressions in the future. If anyone ever has questions, feel free to PM me.