Bests & Worsts Reviews from Amazon

We were so disappointed with this mattress! We ordered the 12" Queen. I was so excited about it and couldn't wait for it to arrive. We opened it within 30 minutes of UPS dropping it off. I had watched videos of people opening this mattress, and ours immediately seemed...off. It didn't quickly expand like the videos I had seen. We waited 24 hours, then 48 hours, then 72 hours, and the mattress didn't expand past 10", and many of it was stuck at 8-9". We also had one corner that was completely smashed and wasn't decompressing. I contacted Zinus to see what I should do, and they were very understanding, although they let me know that I would need to go through Amazon at this point. He assured me that sometimes these mattresses take up to 1 week to decompress, but that mine should have been between 10.5-11" at 48 hours when I called. He agreed that it was defective. He told me that they have noticed an uptick in negative reviews on this mattress on Amazon lately, and that they have been pushing Amazon to get product out more quickly. Food for thought if you're currently thinking of ordering this mattress. I had also noticed a lot of reviewers saying that this mattress didn't expand correctly/to the right height lately, but I thought maybe I'd get lucky. Not so much! I contacted Amazon, and they provided me with a few solutions. I decided to return the mattress, but I had to call their customer service to ask how to go about returning a mostly expanded mattress that would never fit back in the box. The representative called UPS, and they advised that we could wrap the mattress in plastic as well as we could, and UPS would take it. I'm writing about how we shipped it back and attaching a picture since I have seen several reviews mention they don't know how to ship it back. I am thankful to Amazon for being helpful with my return. I give this mattress 2 stars instead of 1 because it did seem to be a comfortable mattress. I would say it was a medium, maybe a medium firm. I also didn't think it had a terrible smell. It had more of a smell than the Costco Novaform I replaced it with, but it wasn't bad. I also had a good experience with customer service. If this mattress had expanded correctly, I think I could have been pretty happy with it. Hopefully this review will help others who have found themselves with similar issues with the mattress.