I was really excited to get this pillow that I ordered online. Unfortunately, when it arrived, it was very obvious to me that the pillow was a used one that Macy's sent to me. For the amount of money I paid, I would expect a new pillow! I understand merchandise gets returned and purchased over again all the time, but a pillow?!?! To me, that is like purchasing used underwear...it's just gross. The packaging was already broken open on the box, and the pillow was extremely misshapen. It also had hairs and lint from a pillowcase that was on it. Usually, new pillows come with those packets put into packaging for moisture prevention and some kind of paper / product information placed into the box....this one had nothing. It doesn't take a brain scientist to figure out this pillow was used and returned, and I was the lucky one to get it when I ordered online. I'm giving it 3 stars because I don't know if the lumpy and misshape look is due to it being used, or is this just how it comes? I will be looking to purchase this pillow again if I can find it in a store NEW.