Hi Lisa,
Thank you for your feedback! Part of our patented design is that the "workspace" area is firm so that artists can place their supplies on the top right beside their clients. If it is really plushy, the supplies will not be able to be stable on the work area. It is designed that way so that artists can avoid having to twist back and forth with with working off a trolley beside them as so many do, which affects lower back health and posture long term and ultimately causes spinal issues. The body of the beds have over 7" of foam (2.5" in the flutes, and 5" in the lower body above the webbed suspension).
If your clients are finding the headrest is too firm, our accessories of Plush Pillows and/or bolster pillows are available for additional client comfort preferences. We see in the photos you are using a pillow that is not designed to work with Plush + Oak beds and will be too high. We make low profile pillows that work with our beds and their curvature. Please see our Accessory guide here which explains this in more detail. https://www.plushandoak.com/blogs/news/the-edda-accessory-guide-which-is-right-for-you
Please let us know if you have questions about accessories! We are happy to assist you with ensuring your bed is exactly as you'd like it. Thank you so much, and we look forward to assisting you!