Hi J! Thank you for your feedback! We're sorry to hear about your experience. The pillow is designed to be adjustable, allowing it to change shape depending on where pressure is applied so it molds to your body. Have you tried adjusting the silicone Pebbles? This can help you customize the firmness to suit your preference. For a longer, softer pillow, loosen the Pebbles as much as possible. For a firmer feel, tighten them closer to the inner pillow. Please ensure the pillow is always used with the cover and Pebbles together for the best results. Depending on your height, you can either use the bbhugme for head support or pair it with your regular pillow while using the bbhugme to support the rest of your body. We recommend experimenting to find what works best for you. If you have any additional concerns, feel free to reach out to us at hello@bbhugme.com, and we’ll be happy to assist. Thank you! Hugs, bbhugme