Bests & Worsts Reviews from Amazon

I was very excited to read such positive reviews and therefore felt confident I was ordering "the best" ice pack for home use that money could buy. I was sorely disappointed. I came to this item based on a search for a brand recommended from my physical therapist and was ecstatic to learn it was also one-day prime eligible. I immediately opened the box and followed the manufacturer's instructions to chill for 1-2 hours prior to use. I bought two; one for myself and my knee problems and another for my high-school athlete daughter for her knee as well. She tried hers a little before I did, so mine had a solid 2-3 hours in the freezer. When I initially used it, I was certain the towel had been too thick, it didn't chill long enough, etc. I decided to give it another try, and chilled a full 24-36 hours. I was still sorely disappointed. Imagine my level of disappointment to find that these items were unable to be returned! (Not yet 72 hours from delivery) Maybe mine was a dud? I have contacted amazon customer service and hopefully will come to a good resolution. (Still awaiting reply, credit &/ or refund.) Buyer beware: not always about the good reviews. I hope others will not have a similar experience to mine.