We had a similar experience at a big mattress store. Tried a bed it was soft. Ordered. came in hard. Said we had to break it in. We ordered another softer . It was hard. Finally got our money back but it was a hassle and cost us money. Ordered on from an online company and it was great and 1/3 the price with a one year satisfaction or your money back. Mattress stores are a rip off.