My parents had an Englander for about 5 years but it was way too hot and my mom finally put her foot down.  So they bought another foam bed but I am thinking it is Latex, not memory foam from an independent manufaturer in Spokane Washington.  Northwest Bedding is the name of the place where they bought the new mattress.

The problem is that my dad is waking up with bad shoulder pain.  This new mattress is very firm but they were afraid of a pillowtop with memory foam because he sleeps so hot naturally.  Do you guys have any suggestions?  I don't know what to tell them.  They have another 2 weeks to trade it in for a new model.

Thanks!

If he is a side sleeper, the mattress is probably too firm. 

If he is a stomach or back sleeper, I don't know.

I agree, the mattress is too firm. Try a SOFT latex topper. He can order from foambymail.com or any number of foam bedding specialists.

More than likely the mattress has hard pads on top of the support that are creating pressure issues. 

The wrong pillow can also create issues but it sounds like the bed is too firm.  Usually side sleepers with thin down pillows complain of shoulder issues because the down shifts and allows your head to come down on your shoulder.