I desperately needed a firm pillow after months of not sleeping & trying to find a suitable pillow in various stores. I remembered I had a Dunlopillo latex pillow years ago after having whiplash & it was great. I hadn’t realised though that they are so hard to find now only online, then I came across Pillow World Wow !!!! I found a Hypnos latex pillow which sounded better than the Dunlopillo ( going off reviews) I ordered the med firm that said was the firmest. It arrived very quickly( on my birthday actually) and excitedly open it. It is inside a lovely bag with secure tag but I even inside the bag it was so soft & floppy. I was so disappointed. I didn’t even need to open it I knew it was just another description mistake. I emailed customer service to ask for help. A lady rang me back later on but unfortunately I couldn’t speak so she said she would phone back in an hour. 3 hrs later I rang her ! But was passed to 2 other depts after explaining the situation for the 3rd time. Then was told I could return the pillow but she couldn’t arrange a refund so she would ask the boss to ring back in 20 mins ( I never got another call back) I received an email telling me to return the pillow, I have with Royal Mail but I haven’t had confirmation yet that it has been received & at over £70 plus 2 lots of postage I could do with the refund. I will just carry on looking but not online, it is too much hassle. Carol Wheeler