Hi cjjones.
Congratulations on your new mattress order! 
As you are aware you chose something Fox Mattress, a Trusted member of this site, which means that I think very highly of them and that I believe that compete well with the best in the industry in terms of their quality, value, service, knowledge, and transparency.
I certainly agree with your common-sense approach regarding some of the customer-service reviews and take them with a grain of salt especially at a time when the internet anonymity allows anyone to post virtually anything online and have it be represented as fact, many times needlessly destroying the reputation of ethical and good companies. While there are many customer accounts that are legitimate and represent “real people” issues I’d pay much more attention to the quality of materials within a mattress and deal with a business that is transparent and presents factual and accurate information and focusing upon strict quality guidelines for their products and not on marketing stories.
There are many more moving parts when it comes to reviews but generally, other people’s experiences also won’t tell much if anything about the suitability, quality, durability, or “value” of a mattress for any particular person (see post #13 here ), and I usually recommend to avoid considering reviews as any sort of a reliable indicator of the appropriateness of any particular product for anyone’s specific needs.
Phoenix