Online mattress co.: what to do if you're ripped off?
I bought a mattress from an online mattress business. It's supposedly a 100% natural latex mattress, and it's in 3 layers with different degrees of firmness. Their website looks professional, they have a "return for full refund if not satisfied" guarantee. It was delivered with no problem, but it's too firm for me. I've contacted them several times by phone and email to arrange for an exchange, but gotten no response. Today I tried emailing their customer service address and it bounced back saying the address couldn't be delivered. The email, incidentally, went to an address other than the one I actually emailed it to. Sounds strange. There are already a few negative reviews of this company online, but I'd hoped they were isolated incidents and, foolishly reassured by their return policy, I ordered from them.
So, I'm wondering what recourse I have. Ideally I'd like to exchange one of the layers, but given that I can't reach customer service, I now just want to return it for a refund.
Does anyone have experience with matters like this? I'd appreciate any advice.