I don't know what it is about these pillows, but I keep both inserts in and while they feel squishy, which would allude to them being "soft," they are actually medium firm when I lay on it. I use them every night!
Additionally, I have a loveseat in my living room that is smaller than I am, so sleeping on it is really uncomfortable always, however, I wanted to see what would happen if I sleep on it with this pillow and I was able to sleep on that couch for a week with zero aches and pains and I attribute it to the support my neck gets with this pillow.
My sister stayed over for a week on an air mattress using these pillows, and she's a fussy sleeper, and she had nothing but great things to say about these pillows. I can see how people may have issues if they are expecting something different, but for me, it's made a game-changing difference. A+.
Bottom Line: Yes, I would recommend this to a friend
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