My experience with this pillow didn't start well - when I ripped the tag off, it ripped a hole in the cover. That's just cosmetic though. The pillow itself works well. I usually have to fluff it first to move some of the full around, but after that, my head gradually sinks into the pillow and feels supported. But it's also soft enough to feel comfortable. The cooling aspect will be out to the test during the summer months!