We previously purchased a Simba Hybrid Pro mattress and have been very happy with it, which is why we returned to Simba to buy two CustomFlex pillows. Unfortunately, the pillows have been a major disappointment.
The two pillows cost a total of £254, which is frankly difficult to justify given their performance. In normal use they feel persistently uneven and lumpy, do not hold their shape, and provide poor neck support, leading to ongoing discomfort. This falls well below reasonable quality expectations for a product at this price point and for a brand positioning itself as premium.
When I contacted customer support, I was told the pillows were outside the 30-day returns window and therefore not eligible for a refund, despite the issue being one of quality rather than a simple change of mind. A replacement was offered, but a refund was refused. Given that the problem appears inherent to the design and materials, a replacement does not resolve the issue.
Simba could improve by taking a more proportionate and customer-centred approach to returns where there are clear quality concerns, particularly for high-value items. While the mattress has been excellent, I would strongly advise others to avoid the pillows, which represent very poor value for money.
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