Mattress Direct review: Mattress

I purchased a bed in May 2020 from Mattress Direct in Gulfport, MS. Was told warranty wouldn't cover the bed without a mattress protector, so I bought one for approx. $180. Total amount paid, including delivery fee, was $1,583.58. The mattress began to sink after about 7 months. I called the store and was told to come pick up a wooden block, washers, and string. It's a 2 hr round trip. When picking up these items I was instructed to place the block in the sunken hole, drape the string and washers across the block and take photos of this, the mattress, mattress tags, mattress protector, remove mattress & take photos of the box spring, remove box spring & take photos of the slats. I have a king size bed & performed this ridiculous task by myself. I was then told my request wouldn't be submitted until I returned the block, string and washers. Another 2 hr trip. Eventually (I took into consideration this was peak season for Covid) the warranty was approved. When my husband returned home from working out of town we went to the store to select another mattress. Due to inflation, the mattress we selected was $200 more than our original cost and of lesser "quality". We then found out our approval was lost/deleted from the email and had to be resubmitted. This took an addt'l 2 wks. Upon 2nd approval we were told to pay $200 for the addt'l cost of the mattress as well as $79 for delivery.

I spoke with Charles (Area manager with no customer service skills whatsoever) and stated I didn't agree with paying an addt'l delivery fee since my original purchase included a delivery fee and especially after being told by Charles that Mattress Direct is well aware of selling defective beds & this could be a recurring issue. He was very disrespectful. I then spoke with Miya and was again told I had to pay another delivery fee. I was even willing to pick my mattress up myself but was told by Miya I had to deliver the old mattress (which very much insinuates the $79.99 is indeed a delivery fee) before I could get my new mattress. I stated to her that Mattress Direct can come get their mattress and I'll pick up mine. Or, my delivery fee is $150. She refused to pay for delivery. Having to drive a total of 4 hrs just to prove my mattress is defective rather than Mattress Direct sending someone to inspect the mattress should be enough for Mattress Direct to waive an additional delivery fee. I honestly can't believe I'm having to go through this over $80. This is bad business. I'm also well aware of the recent policy stating there will be a $79.99 "exchange" fee, but I've been told over and over by Mattress Direct employees that the $79.99 is a "delivery" fee. This has been a ridiculous ongoing situation and I don't want to have to endure this again in the future if this new bed is defective, so at this point I'm requesting a full refund in the amount of $1,583.58 Mattress Direct can have EVERYTHING back.