Created an account just to add some info to this. Been reading mumsnet for a long time, but now finally created an account.
I've had a Groove pillow for months now, and love it. Although I did need to get in touch with them and all was well until around November when I just started getting ignored. Not to worry, I figured I had all their promised in writing in emails, so we'll see. And with our newborn, I had other things on my mind anyway.
So I finally got round to emailing them again this week, and as confirmed by others, they did go into liquidation in november, hence the lack of replies. But they said they are back in business now and just in the process of getting things set up again, and they claim they are honouring all refunds. So that explains the radio silence, although leaves me wondering why they liquidated, and hopefully their products are still good.
Right so back to the actual Pillow. I love the pillow, its done wonders for my neck problems, and I've even tried pillows that are £80 and done nothing, so I was relieved this pillow for around £35 solved it! I did however have some niggling issues, like every so often (rarely though) my neck would still hurt, and I felt the pillow maybe was still a bit high. Hence I emailed them, and after several suggestions which didnt change things, they suggested I change it for their Groove 2.0 pillow which has adjustable height. Can be higher or lower, but for me, I needed it lower.
So lets hope this week I find out they can still send me the groove 2.0 version. Otherwise the version 1 is "good enough" as its solved 95% of my issues.
P.s. I was a side sleeper, but then now ive found I sleep better on my back, probably sadly due to my weight gains. The idea with this pillow is that the middle part is optimized for back sleeping (lower and more supportive) and then the left and right sides are for side sleeping, which are higher and also curve inwards as it goes down, so that your shoulders can slot in slightly under the pillow. It works really well for me that part, but I can understand for people who move around a lot at night, that it might be hard staying on the side part.
Either way, if you give it a go, I hope it works for you! Here is the reply from their head of customer service that I received this week when I emailed in, maybe that helps clarify some things for people.
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"Thanks for getting in touch! Firstly, please allow us to apologize for the lack of communication over the last month if you have been trying to contact us in relation to your order.
Due to circumstances beyond our control, Groove Pillows had to cease trading on November 14th, and for legal reasons, we were not able to reach out to you as the original company was dissolved.
This means that during this time the website was not able to process any new orders and we were not able to issue any refunds. We are sincerely sorry for any stress and inconvenience that this may have caused you. However, we are pleased to tell you that Groove Pillows will shortly be back up and running and the website will once again be able to fulfil orders. We are just finalizing our logistics arrangements and will begin shipments as soon as possible.
We will be honouring all refunds that we committed to but please bear with us as we restart our operations.
We thank you for your patience during this time and hope to resolve your query as soon as possible. If you have any additional information that you think will help us to assist you, please feel free to reply to this email and one of our customer service team will be in touch as soon as possible.
Best wishes,
Dusan
Head of Customer Service"
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I only just got this email reply today, so we'll wait and see if they still honour replacing my 1.0 pillow with the 2.0 version. Hopefully fingers crossed!