Perfectly SnugReviews of perfectlysnug.com

Response from Perfectly SnugOct 24, 2026

Hi there! Thank you so much for taking the time to review. 🤍 Just to clarify, you're reviewing your Perfectly Snug Smart Topper -- your dual zone cooling mattress topper -- which does not come with a fitted sheet. Are you referring to an issue with the Smart Topper's mesh cover, after you machine washed it? If there is any issue with your Smart Topper's cover, please feel free to email us at [email protected] and we'll resolve this for you right away. If this review was intended for another company and you are referring to a fitted sheet you purchased, or if we aren't understanding you correctly, please feel free to let us know! We're happy to assist however we can. Thank you again, and have a lovely weekend! Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugOct 23, 2026

Hi Gerard, Thank you for your honest feedback and we're sorry to hear this. Many customers are unhappy with our app -- we completely get it, and we'll be releasing an update soon. It will be available to all existing customers at no cost. There might be a misunderstanding about the connection, however. Your settings are stored on the Smart Topper's circuit board, and your schedule runs independent of WiFi connection. (You can actually disable your topper's WiFi signal if you want to) No settings or information are stored on your phone. The app will re-establish connection with your Smart Topper every time you open it. This is because the Smart Topper is connected to your home network, not your phone. You open your app, and the app has your phone communicate with the Smart Topper through the home network. It takes a few seconds, so you see "connecting." But, your Smart Topper is always running on schedule whether your phone is on or off, and is connected to your home network in the background (after initial setup) unless you disable the WiFi or switch your topper off. (We do not utilize cloud servers, everything is private to your home) If you have any other questions or need assistance, or if we misunderstood what you are experiencing, please feel free to reach out to our team at [email protected]. We'll do all we can to assist. We apologize again for your app experience! Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugOct 23, 2026

Hi Vettegood, We're so sorry to hear the Smart Topper is too thick for you, and that your feet are getting cold. 😔 Cold feet are a very uncommon piece of feedback, as the majority of airflow is concentrated from the thigh to torso area in keeping with where the majority of a sleeper's body heat builds. What I mean is, we'd love to chat with you and make sure everything is working correctly, and that your settings are optimized. It may be that you would benefit from a Fan Limit, but we're also open to giving a quick peek at the topper under the cover to make sure everything is as it should be with the air vents. If you'd like us to check for you, please feel free to email [email protected]. We are more than happy to help! If not, we completely understand. Thank you so much for trusting us with your sleep, and we apologize the experience isn't all you hoped! Warm regards, Dusty Customer Experience Manager PS: Our app is definitely only "so-so"! We are working on a new app right now, which will be released to all existing customers at no cost. We'll send an email out so everyone is informed when it's ready. Our apologies! 🤍

Response from Perfectly SnugOct 22, 2026

Hi Eric, thank you so much for sharing your feedback, and we are truly sorry for the experience you had with your Smart Topper. 😓😔😢 I took a look at your support ticket history with us, and you're correct - your experience was not good. I can see that there was an early fan issue with your unit purchased in 2023, and the repair failed. Our CEO Jason personally wrote to you and shipped you a replacement Smart Topper free of charge right away. We are extremely embarrassed you encountered a different issue with that replacement topper in mid-2025. We offered to repair the topper for free outside of warranty, if you would be willing to split shipping costs with us, coming to roughly $200 for each of us at the time (today we get a lower rate in most cases). We haven't had a reply from you in a while, and we understand. We own that this was not a good experience for you. The issues you experienced were genuinely rare, and are even more rare today. If you ever change your mind and wish to pursue a repair on your unit, please feel free to let us know. We'll still do this at no cost. We can be reached at [email protected]. Our sincere apologies for your experience, and thank you for your honesty! Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugOct 22, 2026

Hi Patrick, Thank you for taking the time to leave your feedback, though we're sorry to hear you're so unhappy with your Smart Topper. I see our team sent you some preheating and Hot Burst instructions to help with the warmth, but it must not have resolved that part of your experience. We can't make the topper softer for you, but we do provide straps to hold the topper in place on both regular and adjustable beds. If you need replacement straps or if you never received them then please feel free to email us at [email protected] and we can expedite a set for you. We can also send you instructions for updating your firmware. Heater performance has improved since you purchased in 2024, and the app and firmware updates that offer these improvements are free for all existing customers. It doesn't sound like you are still using your Smart Topper, but if you are, feel free to reach out and we can help. 🤍 We apologize again, and thank you for your feedback! Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugOct 16, 2026

Hi Jason, thank you so much for your feedback! And, this is completely understandable. We reviewed your topper's diagnostic data yesterday and sent you a response. We're so sorry for the hassle, this is on us and we're going to resolve it for you as quickly as possible. If the power cables on your topper are all seated correctly, and if you've tried swapping the power bricks from right to left and vice versa, then the power cycling you're experiencing is due to an issue inside the topper. It's not dangerous, but it's not working correctly. Kindly let us know if you'd like to perform one more troubleshooting test - our team can send it to you today. The test would let us know if the issue might be the circuit board, which can be easily replaced if we send you a new one (it's in the manual controller). The test could also confirm that the issue lies outside the circuit board, which would warrant immediate replacement of your topper. However, even if it's the circuit board, if you'd rather not replace this component yourself, we are happy to expedite you a replacement topper, and you can ship the existing one back to us in the new one's packaging. Thank you so much for your patience, and we'll look for your response today, and get this sorted out for you. We apologize again for the hassle! This is uncommon and not the experience we want for our customers. Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugOct 7, 2026

Hi again Ansley -- I'm not sure if this is the same review edited, or if you've posted two reviews, but here is our reply again just in case: Thank you so much for your feedback, though we're very sorry to hear this! That's not the experience we want for our customers at all. 🤍 I checked your customer profile just now and don't see any open troubleshooting tickets, but I do see your return request and have asked our team to follow up with you ASAP to offer assistance with setup and/or return documents. You should hear from them shortly. They are happy to assist by phone or email. Thank you again, and we'll do all we can to assist with either setup or your return process. Our apologies for your experience! Warm regards, Dusty Customer Experience Manager

Response from Perfectly SnugSep 11, 2026

Hi Justin, thank you so much for taking the time to review, though we're sorry to hear you didn't enjoy your Smart Topper! I reviewed your support ticket just now and didn't see you make any requests for assistance from our team aside from requesting the return documents, which were sent to you right away. Your topper is also inspected and fully refunded. If you experienced some difficulty we are not aware of, please feel free to email [email protected] to let us know so we can apologize on behalf of the team member and use the situation for training purposes. Even if our topper isn't the perfect fit for everyone, we certainly want to ensure your customer service experience is excellent! Thank you again for your feedback, and please feel free to email any further feedback or suggestions to our team, and request that it be directed to Dusty. Have a great weekend! Warm regards, Dusty Customer Experience Manager PS: In regards to your update - your refund was scheduled to go through as soon as we completed your returned topper's inspection. 🤍 No threat of a chargeback was required! We have to inspect toppers that come back to us before refunding, because unfortunately we've had shenanigans take place in the past, with toppers returned severely damaged. We've even had people ship back old toppers for a refund and keep the new one. Our return policy advises that it can take up to 30 days for the inspection and refund, this information can be found on our website as well. Our production team responsible for building toppers is also responsible for inspections, but we are working on implementing a "bulk inspection" process to help speed things up. We are also happy to email our team to bump inspections up the queue when someone emails us a request, and in response to your feedback have implemented a new protocol proactively asking customers to please let us know if this is needed. Our autoresponder is active outside of business hours, which are in the Pacific Timezone. We truly mean no offense and apologize for the inconvenience! Thank you for your feedback, and we hope you find the great sleep you need.