Below is what I wrote to Serta directly. I believe it captures accurately what customers can expect if considering doing business with Billy Bob's Beds.
"I would like to exchange the mattress and box spring for another that is softer. I purchased the iComfort Insight Everfeel and my wife and I cannot sleep on it as the mattress is too hard and painful for our backs.
I would also like to bring to your attention and speak with someone about the horrible and abusive mistreatment that my wife and I experienced by a company named Billy Bob's Beds in San Antonio who you do business with. Quite frankly, I'm surprised that a brand name such as Serta would taint their reputation by having scam artists and disrespectful agents operate within their value chain. Please know that I am bringing this to your attention with the assumption that you are not aware that these scams and abusive treatment are happening under your nose. Take a moment and look at the reviews posted about this company. They are quite telling and represent my experience as well. I no longer desire to do any business with Billy Bob's whatsoever, and that includes exchanging the mattress through Billy Bob's. After the abusive tones and flat out misrepresentation by a person who identified himself as "Christian Mingle" (by the way that is a dating web site), I have concluded that this person is a sociopath who actually hates people, enjoys taking advantage of them, and has a penchant for mobster style intimidation. To sum it up: Billy Bob's uses predatory tactics against unsuspecting persons to steal their hard earned money. As such, I intend to pursue whatever redress that I have, both publicly and legally, to spotlight this thief and to have my mattress exchanged.
Please consider my request to exchange the mattress at a more reputable business who sells your product. I implore you to look into Billy Bob's predatory practices and cease any dealings if you feel that the goodwill obtained from your brand name holds value worth protecting."
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