Hi Bestsleep1,
Welcome to the Mattress Forum! 
Thank you for sharing your experience, and I’m sorry that your Winkbed didn’t work out well for you, but I’m glad they were assistive with their customer service for you.
Your comments bring up an important point about how much the variability of one’s personal preferences plays into the selection of a mattress, as for a higher BMI the “soft” version of the Winkbed would “normally” be considered too plush. But nothing of course replaces your own personal testing.
Sore hips and shoulders can be the result of both a mattress that has “too firm” of a surface comfort, as well as one that is “too plush”, and post #2 here discusses some of the more common reasons that people experience certain pains/symptoms with different sleep surfaces.
I think you’re referring to the circular quilting on the top layer of the mattress, as there are no tufts or “buttons” on top of the mattress. It’s a little unusual for someone to go to the extent of using two mattress covers (which will impact the overall feel of the mattress) to not feel the quilt pattern of a mattress, so this, along with the soft version of the Winkbed feeling “too hard” for you, definitely points to a sensitivity to a plush surface comfort, and you may wish to consider items in the future using more point elastic materials in the upper comfort layers (memory foam or latex might be good choices) with a covering that eschews any quilting.
Good luck in your new search, if you haven’t already found a new mattress.
Phoenix