Verlo Mattress Factory - St. Charles

Description of Work: I purchased a Verlo Regal mattress on April 4, 2012. Within a few days I noticed that the mattress wagged where I slept, and it was obvious when I made the bed that you could see the sagging. I kept thinking it would get better, but it did not. Around the middle of May, I called Verlo and Mark Nystrom, the manager of the store, came to my house to see the mattress. I had put a 48 " yard stick across the middle of the bed to show how much the mattress was sagging. It was 1 to l 1/2 inches below the yard stick. Mark said that the mattress just needed to be flipped, which he did and told me to call him again in 3 months to flip it again. Two weeks later, I called again because the sagging continued. He said again that the mattress needed to be flipped, which he did and suggested I sleep in a different place on the mattress. I told him it sounds good, but there was no guarantee that after I was asleep, I would stay in the same place. I mentioned that I had purchased another Verlo mattress in 1993 - had it for 19 years and had never had this problem. He said that government regulations (regarding fire) had changed in the last 2 years and they had to make the mattresses differently now. As he was leaving he said that they have an industrial strength foam, which they use for boats, that they could replace the foam I had at no charge. (I had ordered the firmest foam they offered in the store.) The next day I called and scheduled a pickup to change the foam. They were very prompt and took and returned the mattress in 5 hours. Unfortunately, there was NO CHANGE in the sagging. I called Mark on June 28th to say that nothing had changed. He said there was nothing he could do as I had used my one free adjustment. I told him I had called the Better Business Bureau about this problem, and he said that unless the depression was more than 1.5 inches, there was nothing he could do, and I would "just have to live with it."