I have had the same issues trying to return the Sona pillow. What's worse is that I had even *asked* the salesperson before purchasing what would happen if it didn't help the snoring and was told I could return it for a full refund. (Not the sort of item I'd have purchased with a refund policy confirmed)
Calls to the store manager and email to the district manager have been ignored. I've emailed Customer Service and written to the Exec VP of Store Ops (and, from the response so far, assume that will be ignored as well).
The best part is that on their website, their Corporate Code of Ethics states that the Company's fundamental and core values include "honest and ethical conduct, including the ethical handling of actual or apparent conflicts of interest between personal and professional relationships, and ethical dealings with customers, suppliers, co-venturers, competitors, shareholders and the community." HA!
Fortunately there are other places to spend our money that are more responsive to consumer needs.