Hi there, thanks for your response. It's not that the topper doesn't live up to our expectations though, it's that it doesn't live up to your description of it. Our expectations only came from how you described the topper and I think it's perfectly understandable for people to expect a good level of comfort from something that is described as opulent, 5 star etc. etc. You really do make it sound as though the topper is going to be quite special and luxurious, especially in terms of comfort and it just isn't. In our experience the topper is initially not comfortable and actually a bit unpleasant, but becomes ok after a week or two. We have actually considered buying a further thin topper, to add to this one, to try to achieve the level of comfort that you claim, however having spent so much already and due to concerns that any additional topper might impact on the heat regulation in a negative way, we have not yet done so. The point is however, we really think you need to change your description of this topper in order to stop misleading people.
When it comes to the price, we understood that buying this topper, with all of the natural and organic materials sourced and used and with it being made to order, by hand in a workshop in Devon, we understood this explained the comparatively high price tag. This is obviously more expensive than mass producing some synthetic stuff in a country where wages are poor and we were happy to be supporting a fairly ethical British business (we still are). If, however, the price of the topper is fully explained by all of this, then you should really stand by it and make that clear in your description, without also making claims about levels of comfort that are just not true. Just be straight with people.
We are now a few months down the road with the Tremendous Topper and over the last couple of weeks we have noticed that it has become misshapen. There are already two distinct body impressions in the topper, either side of a ridge down the centre. Is this expected and normal? Has it got something to do with the use of wool, as in has the wool moved around us or become compressed in the areas we lie on it? This could perhaps explain why the topper was not initially comfortable, but improved during the first couple of weeks, but we really were not expecting it to become misshapen, especially in such a short period of time.
Thank you for your offer of a replacement or a refund. This was unexpected and we do welcome it. We're not too sure what to do though. The Tremendous Topper appears to be the top of the line, so we don't understand how a topper from lower down the range would be an improvement. We are also reluctant to cause you any financial hit, especially in these turbulent times, so this makes us uneasy about a potential refund.
