Hey Brett,
We are sorry that you experienced neck and back pain after sleeping on this topper.
Could you tell us about the type of feel you were hoping for? Toppers are designed to soften the feel of a too-firm mattress and thicker toppers will provide a plusher feel and deeper sink.
Based on your description, it sounds like this topper is too soft for you. If you are still wanting a softer bed, then our thinner 3-inch or 2-inch toppers should work better. However, if you are looking for a firmer or more supportive feel, then only a new and firmer mattress will achieve this.
Your satisfaction is important to us and we are always here to help. Please email us at: online@lucidmattress.com with more information and we will work with you to find a comfort solution or help facilitate a return to Home Depot.
Thank you!
Lucid. Beds for the Whole Family.