Perfectly SnugReviews of perfectlysnug.com

Reply from Perfectly SnugOct 23, 2026

Hi Robert, thank you so much for your feedback! This is fair and valid. Our team is working on a new app right now, which will be released to all existing customers in the near future at no cost. I believe there are firmware and app updates available for your version right now - if you need a hand checking, feel free to email us at [email protected]. Otherwise, we'll send out an email to all our customers when the new app is available. 🤍 Thank you again for the push, it's helpful and we deserve it. We hope you're sleeping well, and appreciate you being part of the Snug family! Warm regards, Dusty Customer Experience Manager

Reply from Perfectly SnugOct 19, 2026

Hi AR, thank you so much for trying Perfectly Snug, though we're truly sorry your return experience was not what you hoped for. The Return Policy on our website explains that if a topper is returned damaged beyond the point that it can be donated or refurbished, it is not eligible for a full refund. (link below) This has only happened a few times over the years. The vast majority of toppers are returned in perfect condition. Once in a while the covers are damaged and are discarded, resulting in a $200 holdback. I won't share the details of your returned topper's condition publicly, but we sent you photos and explained that it was disposed of immediately-- in its entirety. We issued you a 50% refund on good faith regardless, as per our policy. Again we do apologize this was not the outcome you hoped for, and greatly appreciate that you tried Perfectly Snug! We hope you find the perfect sleep solution for you soon. Warm regards, Dusty Customer Experience Manager https://perfectlysnug.com/policies/refund-policy

Reply from Perfectly SnugSep 12, 2026

Hi John, thank you so much for your feedback, and for choosing Perfectly Snug! I just checked and don't see a support ticket for you yet, and we would love to help you resolve the issues you are experiencing. If you'd like, please feel free to email [email protected], and let them know Dusty suggested you reach out for assistance! In the meantime, here are some common culprits for the issues you're describing. For the cooling, ensure the mesh side of the topper is up, the power cords are at the head of the bed, and that the power switches are in the "ON" position. (I know this sounds basic, but we've seen all of these!) When you switch the power on it will say "Welcome," That's how you know for sure. Triple check the power cables as well. The barrel connectors (the cylindrical cable connectors closest to the head of your bed), pull apart easily for sleep industry regulatory reasons - this is a safety feature. Check that they are firmly connected. Then, check the connecting cables at the power bricks themselves - these are much harder to push in, so please really push them together firmly! The green lights should be lit on the power bricks, with no flickering. I started there, because that is what causes the app to fail to "find" your Smart Topper, 99% of the time. Loose power connections. It is normal for the app to briefly say "Reconnecting" when you first open the app, because the app will search for your topper through your router/home network - it shouldn't take long, but that brief "Reconnecting" message is normal. This happens because our toppers do not connect utilizing a cloud server, but privately and direct through your router. Going through connection process repeatedly, that could mean an apple iphone "private relay" setting that needs to be disabled, a VPN interference, or a router configured as a Guest network with increased privacy settings. Please reach out to our team if you'd like assistance checking this. They are always happy to arrange a phone call as well! We have many cooling tips at www.perfectlysnug.com/getting-started, but for starters ensure there is no mattress protector over the topper. Check that you can breathe through your fitted sheet if you hold it over your mouth, freely and easily. Cotton or bamboo, basic percale weave work great. :) Lay on the topper, hold the cold/down button for 5 seconds, and wait for it to say "Cold Burst." Stay there, and you'll feel the cooling remove heat from your body. That tells you it is working. Our team would be able to help you optimize your settings for overnight, so please feel free to reach out! You might want to try something like Start at Cold 5 (-5), Sleep at Cold 8 (-8), wake at Cold 7 (-7) - then reach out and let us know how it goes. I hope this helps, and we look forward to assisting you further! Warm regards, Dusty Customer Experience Manager

Reply from Perfectly SnugSep 12, 2026

Hi Kelly, thank you so much for your feedback, and for giving Perfectly Snug a try! I just checked, and your topper was inspected and refunded today. We apologize for the delay. Our policy is to always get returns inspected and refunded within 30 days of receiving them, but we try to go faster. Thank you so much for your patience! For the 75 degree bedroom - we hear you! Our toppers will cool a sleeper in a room that temperature, and even a warmer room, but it's a gentle feeling process, rather than shocking on the skin. 🤍 The airflow will do its job and hold the sleeper's body at their chosen cooling set point, and keep them sleeping through the night - but gently. For sleepers in a warm room, we recommend that they ensure their sheets are highly breathable, and that they know the "chill" feeling won't be as strong as it will be on days when their room is colder. What they'll notice is they mysteriously don't toss and turn, they don't have insomnia, and they don't wake up sweaty! I'll share this for anyone else reading too, it could be educational: The Smart Topper isn't "cold to the touch," but when we did a side by side comparison between Perfectly Snug and a water-based cooling topper in a room up to 80F, our topper outperformed the water system's cooling overnight, removing 102% more body heat. In a dual zone test with one side of each topper set to cooling, the other to heating, this went up to 256% more cooling, because of the efficiency of our system. We also have no external subcooling unit that can unintentionally heat your bedroom. An additional advantage of our air-based toppers is that by avoiding a subcooled surface, there is no risk of your bed falling below the dewpoint in a humid environment, resulting in condensation that can occur with water systems. These are all tradeoffs that each sleeper weighs out while finding the right solution for them, and it's by no means simple. That's why there are so many solutions on the market, and something for everyone. Former users of water systems can run into expectation challenges related to those first few minutes of wanting to feel a chill when they get into bed, but if you wake up hot in the middle of the night, our Cold Burst feature cools you within seconds. It can take 30 minutes for a water system to cool to a lower cooling set point. With Perfectly Snug, a recommended starting setup for someone in a warm room might be Start Length 60 minutes, Start Level Cold 7 (-7), Sleep Level Cold 8 (-8), Wake Level Cold 7 (-7). We hope this helps bring clarify to your experience, and very much appreciate that you gave Perfectly Snug a try! Thank you so much for your honest feedback, and if you ever wish to switch back we'd be more than happy to help. We hope you've found the great sleep you deserve, and that you have a lovely weekend! Warm regards, Dusty Customer Experience Manager

Reply from Perfectly SnugSep 4, 2026

Hi Ray, thank you so much for sharing your experience, though we're sorry to hear it has been difficult! 🤍 I've checked your support ticket, and see that our team has granted you an extended trial while your family assists with initial settings adjustments. They'll be able to make the speaker volume higher for you. It's true that breathable sheets work best with the topper, but we apologize for any inconvenience! We hope we're able to get you the sleep you need soon. 🤍 Please feel free to reach out to our team (or have your family reach out to us) if you require further assistance, we are more than happy to help. Warm regards, Dusty Customer Experience Manager

Reply from Perfectly SnugSep 4, 2026

Hi Kat, thank you so much for your review, though we are sorry to hear about your experience! 🤍 I've reviewed your support ticket just now, and I can see that the written connection troubleshooting steps did not resolve your problem. Our sincere apologies for not hopping on a call with you right away after that - escalating to a call is our standard practice, as we have team members who are dedicated to helping with initial setup issues. Usually it has to do with Guest Network configuration and VPNs, and our team is able to distinguish these from potential topper connection issues - which are extremely rare. Our apologies again. I see that you were sent return instructions, but if in your heart you'd prefer to have your topper properly connected so you can benefit from it, please feel free to respond to our team and request a call. We are also happy to extend your 30 night trial. We apologize again for dropping the ball here. Thank you so much for your trust and feedback, and we hope you are able to sleep better soon! Warm regards, Dusty

Reply from Perfectly SnugSep 4, 2026

Hi Spankee, thank you so much for your feedback, though we are truly sorry to hear this! 🤍 I've reviewed your support ticket and noticed a settings issue which was likely the reason why you didn't experience the benefits you were looking for - I sincerely apologize! 😔 I've contacted our support team with some refresher education surrounding this to ensure it doesn't happen again. The Start Phase is non-responsive with a constant cooling speed, and while it can be scheduled to start shortly before you get into bed, it should continue at least 45-60 minutes after the time you get into bed. This gives the temperature sensors time to acclimatize to your body heat to give the most accurate responsive temperature adjustments for the rest of the night (Sleep and Wake phase), and lets your body cool down rapidly at the crucial moment of falling asleep. In your case the Start Length ideally would have been at least 90 minutes, as it turned on 45 minutes before you got into bed, with a settings profile of Start: -8, Sleep: -10, Wake: -6. I'm sorry to be getting this information to you late, but perhaps it can assist someone else who reads later. We truly appreciate your feedback. 🤍 The stipulations in the return process are it needs to be folded & sealed according to our instructions to avoid damage and oversize shipping, and mustn't be damaged beyond donatable condition (eg: cuts or tears, pet accidents); these issues result in mild holdbacks. ($100-200 usually, if the cover is not salvageable or the shipping is largely oversized. Holdbacks are rare.) All returned toppers are refunded within 30 days of return, to ensure they are inspected by our production team. The reason for this policy is we've had toppers returned after pet accidents, etc, and even had someone return a topper they purchased years earlier in the new topper's box. 🥲 Your topper has been refunded. 🤍 Thank you so much for trying Perfectly Snug, and we apologize that your experience wasn't what you hoped for! We wish you the best in your search for great sleep! :)

Reply from Perfectly SnugSep 4, 2026

Hi Lily, thank you so much for sharing your experience, though we're sorry it wasn't what you hoped. 🤍 I've checked your support ticket, and see that the power loss was caused by a loose connection between the plug and wall outlet, rather than the topper itself malfunctioning. Sometimes it can help to get a power bar or switch to another wall outlet if it is loose, and in rare cases where the power brick or cable is at fault we are happy to expedite a replacement at no cost. That said, I see that return documents have been sent to you. If you choose to return, your topper will be inspected and refunded. Feel free to reach out for help with the power cables, though! Our team is more than happy to resolve this for you. Thank you again, and have a lovely day! Dusty Customer Experience Manager