Review follow up. After speaking w/ customer service, I was given a claim number. This set in motion a visit from a claim inspector to evaluate the condition of the mattress. He determined that it had a "sag" of between 2 1/2 to 3 inches. His report would indicate a replacement or if we chose a refund. The company policy dictates a replacement product....or...if a higher price product is chosen, you pay the difference...or....a complete refund. We chose the latter. So in the final analysis while the product is faulty, the customer service is TOP NOTCH!