Began to sag and hurt our lower back within weeks

In our opinion, the so-called "customer service" folks gave lip service to doing something to rectify the horror that we found ourselves sleeping on, but then did absolutely nothing. Nothing. I began the experience with no back pain, and ended up before it was over walking gingerly like an elderly person and dreading the night time. Finally, I just started sleeping on the sofa. The mattress sagged horribly, although we ordered FIRM. They claim they will take it back in 90 days. We couldn't even figure out how to pressure role this incredibly heavy latex back into the tattered, torn up box it arrived in, or how to then get it to the car, or UPS, and pay the exhorbitent sum to send it back. We called, had trouble getting through, and the sales folks were rude, no one called back, and it was hard to micromanage that situation on the pathetic sleep we were getting on the latex horror show. We finally bought a $400 Sealy Posterepedic which was MUCH better, and we cut the latex piece of worthlessness up, stuffed it into zipper pouches and our dogs have the most expensive dog beds in the state. What a huge mistake we made with Astrabed Serenity. Never, ever again will I buy a mattress I can't try out in a store first!