What a saga.
Getting back to JL and their customer service. We are looking for a new bed. Base, mattress, the lot. Having explored a few other options I have returned to JL. However, on perusing the customer reviews, the number of people reporting problems of one sort or another with a spectacularly unhelpful CS team is putting me off.
I have mostly been happy with JL for my beds.
All beds & mattresses at my abode have been from JL.
I bought my original double divan in the January 2000 sale but waited till April for delivery.
Replaced the mattress in 2010 with a custom memory foam model, 'firm' on his side, 'medium' on mine. Delivery was 4-5 weeks IIRC.
Replace mattress again with a custom 'Windermere' model in 2020. This is not memory foam topped but has a cotton 'summer' face and a wool 'winter' side.
I've lain on all the mattresses before purchase and decided I wouldn't buy unless whatever appeared to be an improvement on the previous. D has been the driving force for new mattresses in both 2010 and 2020. We were advised not to use hot water bottles with memory foam and D has enjoys using his 'Winnie bottle' again, since 2020.