I understand what the rep was getting at, but damn if that is a dumb thing to say.
And besides, even considering that returns cost a shitton, that's obviously built in to the price of the bed. I mean, they have some estimation of how many will get returned, and price accordingly. Sure, if more than expected get returned they may lose money and go out of business, but if less than expected get returned they make more money. If returns were not built into the price, then even the most awesome bed would have a hard time making money, because some people are still going to return it.