I am trying to be as constructive as…
I am trying to be as constructive as possible, but it is difficult to imagine an e-commerce company who does business this way surviving. First, quality: Poor- their pillows give an awful off gassing smell that while it is typical of memory foam pillows, is prominent. Second: shipping took longer than it should. I would outsource my logistics, frankly. Third: Because of the shape of this pillow they sell you their own pillow case, which needs drastic improvement. It not only is no different than any other pillow case, save a zipper, the fabric isn't nice and the pillow didn't actually fit in their own case. It had to be stuffed into the case. The case was so overstuffed that the zipper split when closing it halfway. Fourth: Return policy- it's generous in terms of time but because they require you to ship back using their return tag and you must pay the return shipping AND you cannot return all your items in one box, they must be returned separately the policy was clearly designed to create so much friction that people do not return things. Be very upfront about sizing and height, how to measure for yourself and potential offgassing, plus explaining the return costs would prevent a lot of dissatisfaction. Fifth: Value- were 1, 2, 3 and 4 improved then maybe it would be a good value, but when the quality is no better than competitors that cost 20% of their pricing, the product doesn't even fit in their own pillowcases, and returns are so difficult, forget it. Two pillows and cases cost me $271! I can get a whole mattress for less than $1000 with no hassle returns. No one thinks this is reasonable unless they are over the top amazing with exceptional service.