It took a while for me to get my pillow. I live in Canada, my order got held up at customs, and then I had a difficult time getting in touch with the company. Now that I have the pillow I will say that it's one of the most comfortable pillows I have ever tried. I like it a lot. It has the right amount of height for me when sleeping on my side, has a good amount of flex to it, and the contour part fits into my neck to keep my head straight. I haven't experienced neck pain while using it. It does have an odd smell to it though. It seems to be dissipating with time, though. I'm not terribly sensitive to smell, so someone who is might notice it more than me.
So, overall, great product. But their customer service could definitely stand to improve.