Hi ProfZZ,
Thank you for your update and details. I totally understand your frustration but it’s good to hear that the other staff were helpful and courteous. Sometimes even with the best intentions things get astray and especially in a “he said, she said” situation things can spin out of control.
Generally, with a new mattress, it is possible for certain people to experience some discomfort and minor pains and get a false initial “feel” that can diminish as the sleeper adjusts to the mattress and the mattress to the sleeper. So, it’s not unusual for some mattress companies to have a 14 to 30 days adjustment period policy before honoring customer requests for changes or returns. It can sometimes take a few weeks of discomfort to produce comfort with an initial adjustment period even if alignment is “theoretically perfect” … the opposite can also be true where a few weeks of comfort can sometimes lead to discomfort as “time” and “degree” are part of the process.
Typically the break-in and adjustment period for a new mattress or sleeping system is more connected with the mattress losing some of the “false firmness” and the cover stretching and loosening a little and the materials settle and the body gets used to a sleeping surface that is different from what it is used to (see post #3 here )
In your case, Juna Presidential mattress is softer from the get-go, and your wife “needs a really firm mattress” due to her broken back so an adjustment period would not make the mattress firmer which is probably why they decided to make an exception from the general rule. Too bad that it came with hard feelings and caused you both much distress.
Phoenix