Hi Shirley, thank you for taking the time to write a review.
Both of the straps should have the soft side of the velcro in multiple areas along the length of the straps and at the end of the straps there should be the coarse side of the velcro which can be fixed at different lengths.
Our customer service department will try again to contact you in the coming days to assist you with this.
“While the pad gives great pain relief, I’m not as comfortable wearing this around my waist,
the belt is held on with velcro, and it is very sharp against my skin.
I will love it once I change the strap for something that I can wear with comfort”
Thanks for your feedback Mary-Ann! You may find the design of the new BodySystems Belt more comfortable as the velcro on there won't make contact with your skin :)