I like this pillow, but figuring out how best to use it requires some experimentation. The pillow can be oriented in several ways, depending on how you sleep and what feels most comfortable. I am a side sleeper, so I can’t offer any insights for people who sleep on their back or stomach. When the pillow arrived, I immediately replaced the "soft” insert with the "hard” (firmer) one, and I can’t imagine ever using the "soft” one (and for anyone who wants the pillow to be still softer, this insert See full review