Tempur Down Luxe

I've used this pillow now for three weeks and like the previous review, I too found it to be lumpy and thin. (Thinner than the marketing photos, yet it's listed as a side-sleeper pillow!) I unzipped the pillow to see why it’s thin and lumpy, and I found a mesh bag with scraps of Tempur pieces inside it. Seriously? I looked to see if I have missed something on the website, https://au.tempur.com/pillows/tempur-down-pillows-AUDOWNLUXPIL.html but I did not see a thickness in the specifications. Tempur responded to the previous reviewer, so I reached out to them via email and asked, "Is there anything that can be done to improve the thinness and the lumpiness?", however they simply said (abridged) " . . . sorry. In order for TEMPUR to assist you further, please return to the store where you purchased your TEMPUR® product and discuss your concerns with the in-store staff. As your product was bought from an authorised TEMPUR stockist, your purchase is subject to the return and exchange policies of that retailer." An AI response?? The photo is the lumpy mesh bag insert, not the full pillow.