I’ve spend a small fortune on down filled pillows over the years. I can confidently say that the Soft Cloud Pillow is the most comfortable and supportive that I’ve ever had.
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Not like the original one - had a very strong odur upon arrival and not because of packaging -packing had no odur just the pillow itself Not as comfy as original pillow, didn’t mould well into head/neck shape, found myself sliding off most times
Reply from TEMPUR® - UK
Dear Miss Begum,
Thank you for sharing your feedback, and we are sorry to hear that your TEMPUR Cloud SmartCool™ Pillow did not meet your expectations compared to our original model.
The strong scent you noticed upon arrival is a natural occurrence known as "off-gassing." This is completely harmless and is caused by the strict fire-retardant safety standards, hygiene processes, and materials used during manufacturing. The packaging itself will not hold this scent, but the pillow will. We highly recommend leaving the pillow uncovered in a well-ventilated room to air out, which will allow the scent to dissipate quickly.
Regarding the comfort and support, everyone has unique sleep requirements, and the Cloud model features a much softer feel than our traditional range. If you find yourself sliding off and lacking neck support, we offer a 30-night pillow trial when purchased directly from our website. This allows you to return the pillow for a full refund or exchange it for a different ergonomic model—such as our curved Original TEMPUR® pillow—which is specifically shaped to cradle the head and neck.
Please contact our customer care team directly if you would like us to help you arrange an exchange or return.
Kind regards,
TEMPUR Customer Service Team
This is my second pillow
I would rate this pillow very high as I need a good soft and reliable pillow. You get this with tempur because of the experience over the years also due to my disability with neck pain I need a good pillow. It moves to your needs as you sleep. I give this product 5 stars out of 5 .more pricey than other pillows but will last much longer .
pillow works really well with Smartcool technology, comfortable and supportive.
Haven’t had any neck pain since it arrived. Would definately recommend.
Enjoying the pillow. Feels so comfortable and supportive
The pillows are excellent, the price was competitive, and the order was dispatched very quickly. Unfortunately, the delivery experience with ParcelForce was extremely frustrating. I received no delivery notification or tracking information before the first delivery attempt. The only indication that a delivery had been attempted was a "Something For You" card, which was completely blank and contained no reference number, making it impossible to track or manage the delivery properly. I then spent a significant amount of time trying to reschedule the delivery online, but the requests either failed or generated no confirmation. Requests to redirect the parcel to another location were also rejected. The following day, ParcelForce attempted delivery again while I was at work. This time, the parcel was left with a neighbour, but I received no notification, no tracking update, and no information about where the parcel had been delivered. Completely unaware that the parcel had already arrived, I continued wasting time trying to rearrange delivery online. The most upsetting part was that my 80-year-old neighbour eventually tried to bring the parcel to my house because I had not collected it. When she couldn't manage it herself, she had to ask another neighbour for help. Only then did I finally discover where my parcel was. I felt terrible having inconvenienced my neighbours through no fault of their own. The TEMPUR products themselves are excellent and I would happily purchase from TEMPUR again. My only suggestion would be to offer customers a choice of courier at checkout, even if it means paying an additional delivery fee. I would gladly pay extra for a more reliable and transparent delivery service. Great products, fast dispatch, but the delivery experience significantly let the overall purchase down.
Lovely pillow you sink in to
Comfortable sleep from day 1 and keeps me cool as well !!
Flat as a pancake, nothing like the exact same pillow I purchased 2 years ago. Returned and very disappointing.
Reply from TEMPUR® - UK
Hi Mrs Harkess,
Thank you for your feedback, and we’re sorry to hear about your experience with the TEMPUR Cloud SmartCool™ Pillow. We completely understand how disappointing it must be when a product doesn’t match your expectations—especially when you’ve previously had a positive experience with the same item
We’re glad to hear you were able to return the pillow within the 30 day sleep trial and hope you find a pillow which will be suitable.
Thank you again for your feedback
Team TEMPUR
The best pillows I have ever had!
I've been trying to find my perfect pillow for a long time now and spent a lot of money in the process. I've been eyeing Tempur for a couple of years now but decided to take the plunge because my sister has these pillows and raves about them. I ordered the medium cloud but then, thinking it might be too firm, contacted customer services to order the soft instead. I didn't think a pillow could be supportive and soft and the same time but this pillow is it. Very happy with my purchase and will probably get another one at some point they are that good!
They are too bulky and have given me a sore neck
Reply from TEMPUR® - UK
Hi Diana,
I’m sorry to hear the pillow is causing you discomfort. New Tempur material can feel quite firm and high at first. It typically requires a "break-in" period to adapt to your shape.
If the pillow remains too high, it may not match your sleeping position or shoulder width. For those who find the Cloud model too bulky, a lower-profile or contoured pillow often provides better neck support. Please let us know if you would like to discuss an exchange for a different model that better suits your needs.
Best regards,
Tempur
The pillow is really good. It has helped with our sleep posture, I believe (less neck pain), and it is super comfortable. We did have a slight issue with the pillow case discolouring (we had another pillow case over the pillow itself), and Tempur Customer Service has been great at helping us resolve this.
Simply amazing, have recommended to everyone I know!
Great quality product. Wish I had bought one years ago. Unfortunately they use parcelforce who messed up the delivery twice.
The soft one is too hard for me. Disappointed
Reply from TEMPUR® - UK
Hello Sarah
Thank you for your honest review, sometimes the chosen pillow just isnt right.
I can see that you are still within your trial period so if you wish to return the pillow please just reach our to our customer service team and we can send you a free post return label to send it back to us for a full refund.
Many thanks
I had high expectations for this pillow given the brand and the high price point, but it was a huge disappointment. It doesn't hold the shape, as the filling is uneven and gets pushed to the sides by the head resting on it, resulting in an uncomfortable mass that distributes unevenly across the head and neck. Not a recommended buy.
Reply from TEMPUR® - UK
Hello Giulia, thank you for your honest review. We are happy to look into your claim that the filling is uneven if you wish. If you feel that there is a concern please do reach out to our customer service team with your order reference and we can investigate further for you.
If you purchased from Tempur directly and are still within your trial period then we will happily take the pillow back for a full refund. Again just reach out to us directly and we can assist you further.
Many thanks
I’ve had a problem with my neck and shoulders for months… I’d tried soooo many different pillows… and then I saw this one in John Lewis. I went home and thought about it… and at midnight bought it… oh my goodness! The pain is gone and I no longer wake up with dead arms or a crooked neck!