We started with the Firm model. It was too big a pillow even for me who sleeps on my side. So we went through an exchange process which was very easy and they sent me a softer version. So far I love this pillow. It's hard to give it such an 'excellent' rating, partly because it has to be very good to get that rating from me, but I like it. My only complaint is that the pillow doesn't hold the shape of a pillow so I have to shake it up every morning to get it filling the pillowcase again and feeling like a pillow again. It tends to form depending on how you manipulate it throughout the night. It'll never leave you flat or unsupported, but it won't necessarily look like a pillow in the morning when you toss it back and forth, or if it's a king size, slide it down and lay yours arms around it. All in all it's a good pillow and I would recommend it. We'll see how long that takes, but for now I'm happy.
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