So Its weird, its ditto on the molding thing, but mine molds to a hard compressed thin painful surface.  Think thin flexible  dense rubber.  I am pretty sure its defective but not confident enough to try to exchange in case more or defective or they all are like that. When I got it, one side was stuck to the cooling side and it would Not decompress. It took a air space heater, 
repeated manipulation, unsticking the top which was like strong spray glue, and most finally decompressed with the ends still having low spots. So its "tenting".  It has 2 stars for the cooling top which is genius. But it is going off and I will call Wayfair and then manufacturer. Not an expert but It seems they might have put it in plastic too soon ruining the foam.