Hi mxracer250f,
The sensation of firmness is very subjective and can vary widely from person to person and there are many people who would consider your mattress to be too soft just like there are others that like you that would consider your mattress to be too firm although it would be somewhat unusual for most people to experience 19 ILD Talalay as being too firm.
Different people can have very different perceptions of firmness and softness and a mattress that is firm for one can feel like “medium” for someone else or even “soft” for someone else depending on their body type, sleeping style, physiology, their frame of reference based on what they are used to, and their individual sensitivity and perceptions. This is all relative and is as much an art as a science. There are also different types of firmness and softness that different people may be sensitive to that can affect how they “rate” a mattress (see post #15 here).
If your mattress is too firm for you though there are some suggestions in post #2 here that may be helpful.
The 14 ILD would be noticeably softer but while I don’t know your body type or weight (which can make a significant difference), I would tend to be cautious with 14 ILD talalay unless you are in a very low weight range. While it may be counterintuitive … I would also keep in mind that your “symptoms” or experience could also be coming from a latex layer that is too soft and allows you to feel too much of the firmer support core underneath it or from some of the other suggestions that are in the post I linked.
It’s also possible that your shoulder issues could be from a pillow issue as well because a pillow can make a significant difference in upper body “symptoms”.
While it’s unlikely … it’s certainly also possible that they used the wrong ILD in your mattress (because your experience is so unusual) and if you have eliminated some of the other possibilities then I would talk with them to ask for their suggestions and see what they say as well.
Phoenix