Hi Amber, thank you for your feedback. We are sincerely sorry to hear about the issue you've experienced and our customer service team will reach out shortly to assist you. Regarding the inner pillow, kindly note that it shouldn't be machine-washed to prevent any damage. Instead, we recommend gently cleaning it with a damp cloth and mild detergent, followed by a thorough air drying, preferably in an open, well-ventilated area.
Your satisfaction is our top priority, and we're here to make things right. Thank you for your patience. Hugs, bbhugme