Customized DIY bedding…great idea! I purchased a pillow kit from DIY last month and knew immediately it was not the right choice for me (too firm). I was aware of the refund policy in advance of purchasing so I wrote this off as a losing gamble. Just for the heck of it, I wrote an email to the company to provide feedback on my experience. To my surprise, I heard back from Deborah with an offer to see if she could help. She suggested that one of their other filling materials might be a better fit for me. What was great about this was there was no discussion about company policy or cost calculations, she just said, “I’m going to send you something else, I want you to try” Love the old school approach – great customer service! Deborah was right. The new filling is much better for me and I am very happy with this company and this product.