Ella JayneSignature Plush Allergy-Resistant Firm Density Side/Back Sleeper Down Alternative 2-Pack Pillow, Standard

Response from Macy's

Thank you for sharing your feedback. The Signature Plush Firm Density Pillow is engineered to provide solid support for side and back sleepers, and it does not become soft or lumpy under normal use. When customers report lumpiness or flattening, it is almost always the result of improper washing or drying, especially if the pillow is dried without being fully fluffed or is exposed to high heat. This causes the fill to clump together and lose loft.

The firmness and structure of this pillow are consistent across our production, and the vast majority of customers experience exactly that. It sounds like something may have gone wrong in the care process, as the pillow should not behave the way you described.

If you’d like us to review what happened and help troubleshoot, we’re happy to assist.

Response from Macy's

Thanks for your feedback. It sounds like you may have purchased our medium density pillow, which is designed with a softer, more flexible feel to accommodate a variety of sleep positions. If you’re someone who prefers a firmer or more supportive pillow, our Firm Density Side/Back Sleeper option might be a better match for you.

We understand that pillow preference is highly personal, and we’re happy you’re able to return these through Macy’s. If you’d like help selecting a better fit for your sleep style, feel free to reach out. We’re here to help!