Business ProfileforVerlo Mattress Factory Stores

I am seeking your assistance to resolve and issue that I have been attempting to correct for over 5 months, with little if any success.My wife and I are in our eighties, and both have back issues. On May 18th I had scheduled back surgery, so we decided to purchase a new mattress. Since our son purchased a mattress from Verlo, and was pleased with it, we choose to also purchase a mattress from them ahead of my surgery.On April 26th, 2023, we visited the Verlo store located in Grafton, Wi. We choose a **9 model which included their life Time Comfort Grantee. The mattress was delivered on May 8th, 10 days prior to my scheduled surgery. Upon delivery there were lumps on one side of the mattress, making it impossible for us to sleep in it. Verlo sent out an individual to open the mattress and level out the two layers of foam, we were asked in a rude manner by the service person dont you know how to work a zipper. Within the week we started to notice lumps in their mattress topper, one of which was approximately 18 to 20 inches by 4 inches wide, on my wifes side of the bed, making it very uncomfortable for her to sleep on.After calling and complaining about their mattress topper, two individuals came out to make, some adjustments, resolving nothing. They stated that they would replace the topper, in an attempt to rectify the problem. It did not, in fact the lumps were unchanged and the body impression created a larger lump in the middle of the mattress. Which I tried to smooth out by doing my back exercised on the middle of the bed. Their suggestion was to rotate the mattress monthly. Being an elderly couple there was no way we could do this, our son-in-law did it once and I also managed to do it one time, this did nothing to improve our comfort.They finally agreed to create more support to the frame by adding 6 metal supports 3 to each side of our king size bed. At that time they replaced the mattress topper for the second time, the results was the same, but, only a bit smaller. We have tried every means available to us, to resolve this issue, including having an attorney send a letter, to no avail. In part because it was sent to the store were the mattress was purchased and not to corporate.I have a folder fille with copies of correspondence via emails and letters. On September 28th, I thought that the matter was finally over, when we reached a mutual agreement with ***********************, General Manager. The agreement was that we would upgrade to their **11 model, paying the difference in price of $799.90, plus tax. He further stated that ********************* ********* (Customer Relations Manager) would contact us when she returned off vacation.********************** was familiar with us and our problems with the mattress we purchase, and would contact us to discuss the details. After receiving an email on October 3rd, we ended up talking on the phone on October 6th.We reviewed the proposed arrangements With the General Manager, and agreed in principal in the settlement. However I had asked that the one time Life Time Comfort Guarantee be included since I was paying the up charge for the new mattress. She stated that there was no way that the guarantee would be included. I will admit that I became argumentative, and the conversation ended up with her withdrawing the upgrade offer. She then told us they will buy back the mattress for the purchase price of $2,490.10 plus tax, not including the $450.00 we paid for the box springs. just after telling us that we would need a 2 inch box spring instead of the 4 inch that we got with the **9 mattress otherwise it would be very difficult for us to enter and exit our bed.As I stated I have a folder filled with correspondence and this is a summary of those discussions, I believe I did not misrepresent any of the statements above, and am looking for a full refund of $2,910.00 since I can no longer trust their negotiations since so far they have been in bad faith.