We tried out the mattress for a while. I am a lighter weight while my partner is heavier. The mattress was too firm for us--and we did read online after purchasing that this mattress is apparently more suitable for people at lighter weights. After using it for the recommended allotted time by Tuft and Needle to break it in, we decided to return it. I am giving this review four stars based solely on the excellent customer service from UPS, Tuft and Needle, and Amazon.
I would like to be transparent that the mattress appears to be a good mattress and will probably work well for certain people, such as lighter weights and/or stomach sleepers due to its firmness. So, the quality isn't terrible. It just didn't work for us personally. However, when we decided to return it, we contacted UPS about shipping returns. Then we called Tuft and Needle about the 100 Day Trial, although we saw on their website that Tuft and Needle would NOT pick up the mattress and refund it if bought through a third party distributor like Amazon. However, Tuft and Needle did confirm the 100 Day Trial was still valid even through Amazon and they gave me the number for the Special Handling Department through Amazon (the number is 866-423-5353, by the way). When I called the Special Handling Department, they gave me a full refund after I explained it just wasn't working for us. Amazon does not accept returns on memory foam mattresses, so I was impressed that they gave me a full refund and trusted my word. Again, excellent customer service.
I would like to add that I have never returned a product to Amazon in all my years of shopping on their site, so that may be why they were nice enough to give me a full refund as I am a regular customer without return history. Tuft and Needle also states that ONE mattress per household may be returned ONCE per year, so there is that.
Four stars for the great customer service, but I would not recommend this mattress for heavier people or side sleepers/rotators. Oh, and it doesn't appear to sleep hot. But not too cool, either. Somewhere in between.