It's a complete scam. 7 months later and having tried 3 different beds, the company still WILL NOT refund my money.
They will pretend to be helpful and continue offering exchanges for more defective mattresses until customers give up from frustration. The mattresses are extremely cheap quality and have problems immediately after purchase.
My first mattress was defective and assuming it was an isolated problem, I exchanged it for an identical mattress which was immediately faulty also. Several months of heeding their advice of "rotating the bed, " I made the terrible choice upgrading to a completely different model and paying the difference. Less than 3 days into the 3rd bed, it was already causing severe back pain. Save yourself the trouble and back pain. Avoid this mattress chain at all costs.