Perfectly SnugReviews of perfectlysnug.com

Response from Perfectly SnugSep 11, 2026

Hi TP, thank you so much for your feedback, though we're very sorry to hear you're not experiencing the cooling you're looking for! I checked for a support ticket for your order and don't see one yet. We would love to offer you personalized assistance with your settings and setup, so please feel free to email our team at [email protected] for assistance. Some tips in the meantime, just in case -- Our topper works by cooling the sleeper to their chosen set point during Sleep and Wake phase, by default (Sleep and Wake make up the majority of the night - your topper has three phases in the app). If the topper doesn't seem to stay cool, what that means is your set point isn't low enough for your particular physiology - every sleeper is different. 🤍 You would likely benefit from a lower Sleep and Wake Phase set point, something like Cold 7 to Cold 10, or you may be one of the rare sleepers who prefers to navigate to your Settings screen in the app and toggle Responsive Cooling to "off." This will turn your Smart Topper into a non-responsive, constantly cooling full-body airflow system. The reason we don't recommend this for most sleepers is because 90% of people will get too cold, causing them to wake up with muscle tension. With that in mind, please feel free to email our team before attempting these fixes yourself, if you'd like! We would love to help. Another thing to check is your sheets. You'll want to ensure there is no mattress protector over your topper, and that your sheets are very easy to breathe through if you hold them over your mouth and attempt to inhale and exhale. If you can breathe easy, so can your Smart Topper. We often recommend a basic bamboo or cotton percale weave for the fitted sheet, but cotton flannel can even work for those who like added softness. Thank you again for your feedback, and we hope we're able to help you sleep cooler soon! Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugSep 12, 2026

Hi JE, thank you so much for sharing your feedback, though we are very sorry to hear this! I checked your order history just now and didn't see any support tickets or return requests. We would have loved the chance to assist you with either your setup and settings, or a return if needed. Our sincere apologies for your experience, and if you have any specific feedback regarding the issues you experienced, please feel free to follow up with our team at [email protected]. We'd love to hear from you and apologize personally. Thank you again for your feedback, and we hope you have a lovely weekend! Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugSep 11, 2026

Hi Ryan, thank you for taking the time to share your thoughts, and we're sorry your Smart Topper was a bit on the firm side for you! The Smart Topper is medium firm. Some people find it firmer than their mattress, some they find it a bit softer, and many others notice no change. We always recommend giving your body a few weeks to adjust to a new sleep surface, and to benefit from the cooling, before calling it quits. For most people who notice a firmness change, 1-2 weeks is all it takes. 🤍 This is one reason for a full 30 night trial that starts the day you receive your topper, just to make sure you have that chance. Our toppers are engineered to have increased airflow in the torso area compared to the foot area (the power cables should be at the headboard end of the bed), due to most individuals running warmer from the thigh up. This makes your experience unusual, and we sincerely apologize! Please feel free to reach out to our team at [email protected] and we'd be more than happy to get this resolved for you as soon as possible. Thank you again for your feedback, and we hope you have a great weekend! Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugAug 18, 2026

Hi Alexandra, thank you so much for sharing your experience, though we're sorry to hear your topper didn't provide the back support you were looking for. I looked into your interactions with our team just now, and saw that you decided to donate your topper to a friend in need of a cooling sleep solution rather than return it to us, and have confirmed that you are scheduled to be granted a refund. We're glad your Smart Topper will continue to benefit someone who needs it, and appreciate your willingness to come to a resolution. Wishing you all the best, and happy sleeping!