Hi Patti, The warranty procedure is always the same. Call the retailer you bought it from and register your complaint with them. It is their job to deal with Simmons to facilitate an exchange. When you do get authorization to exchange, avoid the plush and pillowtop models, as they will continually wear as yours has. Opt for the plush/firm tight top model for durability. If you want it softer, add a 2" layer of soft latex to do that job well and long term.

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