Customers frequently praise the product for its exceptional comfort, with many reporting relief from back and hip pain and an overall improved sleep experience. The product is also seen as a good value, saving customers money on new mattresses. However, there are significant concerns regarding the actual size and thickness of the product, with many reviews indicating it is not as advertised. Some customers also expressed disappointment with the quality, noting it did not meet expectations. Opinions on softness are generally positive, with many finding it to be very soft.