Simmons Bedding

In Mar 2006 we purchased a Simmons Beautyrest mattress, having had nothing but praise for the one we have in our guest room (an earlier model). We picked a plush top Kaitlyn ($900 plus tax) and have had nothing but problems with it. It developed craters where my husband and I lay, even though we turned the mattress as instructed. We specifically told the salesman we had just gotten rid of a pillowtop mattress for the same issue. I am 5'5"and weigh 120 lbs., my husband 6'1" weighs 180 lbs. We wanted a firm, non-sinking mattress. Not until the mattress (king size, frame, et al) were delivered did the st0re attach a sheet stating it was normal for indentations of 1-1/2 inches to occur. We have filled out complaint forms, taken pictures and still gotten nowhere. We have dips of 2+ inches on my side and 3 inches on my husband's side with a huge hump in the middle. After receiving the complaint the salesman called to tell me I took the pictures wrong, that they can't be taken placing the ruler on the "buttons" of the mattress.
Well, those buttons are 4" apart and this was the first I'd heard of any proper way to take pictures. If taken on the plush part I'm certain he would say the ruler was pressed down into the mattress. My husband and I are both experiencing back pain and stiffness from the uncomfortable craters in the mattress and we feel Simmons has lost all credibility and quality they had in the past.