Spankee
Disappointing
The product just didn't do enough to cool down while sleeping. I had to turn it on the highest setting to feel a difference and it just wasn't enough for the cost of the product. Customer service was great walking through the setup. Where customer service is horribly ridiculous is the return process. There are a lot of stipulations in the return process and it takes way too long for them to look over the return and even longer to refund my purchase price with is completely asinine.
Response from Perfectly SnugSep 4, 2026
Hi Spankee, thank you so much for your feedback, though we are truly sorry to hear this! 🤍 I've reviewed your support ticket and noticed a settings issue which was likely the reason why you didn't experience the benefits you were looking for - I sincerely apologize! 😔 I've contacted our support team with some refresher education surrounding this to ensure it doesn't happen again. The Start Phase is non-responsive with a constant cooling speed, and while it can be scheduled to start shortly before you get into bed, it should continue at least 45-60 minutes after the time you get into bed. This gives the temperature sensors time to acclimatize to your body heat to give the most accurate responsive temperature adjustments for the rest of the night (Sleep and Wake phase), and lets your body cool down rapidly at the crucial moment of falling asleep. In your case the Start Length ideally would have been at least 90 minutes, as it turned on 45 minutes before you got into bed, with a settings profile of Start: -8, Sleep: -10, Wake: -6. I'm sorry to be getting this information to you late, but perhaps it can assist someone else who reads later. We truly appreciate your feedback. 🤍 The stipulations in the return process are it needs to be folded & sealed according to our instructions to avoid damage and oversize shipping, and mustn't be damaged beyond donatable condition (eg: cuts or tears, pet accidents); these issues result in mild holdbacks. ($100-200 usually, if the cover is not salvageable or the shipping is largely oversized. Holdbacks are rare.) All returned toppers are refunded within 30 days of return, to ensure they are inspected by our production team. The reason for this policy is we've had toppers returned after pet accidents, etc, and even had someone return a topper they purchased years earlier in the new topper's box. 🥲 Your topper has been refunded. 🤍 Thank you so much for trying Perfectly Snug, and we apologize that your experience wasn't what you hoped for! We wish you the best in your search for great sleep! :)