Uncomfortable, pricey and lack of Customer Service

We thought we were doing the right thing when we purchased this mattress almost 3 years ago. Canadian made, Canadian owned company, all natural materials etc. We were assured this mattress had superior side support as we told the salesperson it was very important to us. The bed is now unable to have 2 people sleep on it because of the failure of support on the sides. There is a 4" drop on the sides from the middle when 2 people are trying to sleep. One almost feels like you may roll out of bed at night. The "technician" who came to look at the mattress on Sunday, January 12 at 10:00 am, did not measure the sides of the mattress, only with a guide that showed a 3/8" drop from the middle to the sides. He did take a picture of me sitting on the side of the mattress that shows a 4" drop from the centre. He was in a hurry to finish with us because of bad weather moving in. Our claim was denied because there was no measurements with any weight on the faulty mattress. I have pictures available to show to anybody that cares with Marshalls. Customer service line doesn't seem to be monitored by anybody. I've left 2 messages and had no callbacks. Not impressed in the least with the product or customer service.