hugsleep.comReviews of hugsleep.com

I wanted one of these so badly! Asked my son for one in October 2023. He bought it immediately and didn't gift it to me until Christmas (almost 12 weeks later). He accidentally got the wrong size. I asked Hug Sleep if I could exchange for a different size. They said sent a generic link to fill out a return. I found out that it was outside of the 30-day window for "returning" the item. I emailed back and explained the situation, and also that I did not want to return to receive money back, but simply exchange for a larger size, which they could send to me after they received the original (brand new, unused) item back at their facility. Two emails later and no response. I had to go to their website and start a new customer support inquiry. I got the same reply of basically - Sorry to hear that, unfortunately it's not eligible for return/exchange. I told them how disappointing it was, how easy of a fix this was and that $109 was a lot of money for my son. All because he bought a Christmas gift early to ensure he got it, he wasted his money and I didn't even get a Hug Sleep I can use. I also informed them that I would write the incident in reviews to inform others. I gave them 4 days to rectify and -- nothing. So here we are. As much as I wanted one, I wouldn't take one from someone if they gave it to me for free. I wouldn't support a business who treats their customers like this.

Terrible customer service. Also ordered from UK so paid quite a bit extra for shipping. Took forever to get out to post, then forever to get to UK. Then one day I checked on status and it said it had been delivered!! It had not. So I reached out to customer service. They said check with the post office. Did - which is in a convenience store here, and they looked at me like I was crazy. Package missing in London. Stop the presses. I let them know and they told me to FILE A POLICE REPORT!! Are you kidding? Waste of time. They said since it was flagged as delivered they couldn’t do anything. So I might try to dispute it with my CC but who knows. Such a bummer. Why would I waste all this time if I was trying to swindle them? Stupid.

I have a followup to my initial report. Hugsleep.com is either pure malice or pure incompetence or both. They took so long to respond to my credit card company dispute, basically right at the deadline, and their response was that "I received the merchandise". No **** Sherlock, how could I return the product for a refund if I never received it? So now I have to provide additional documentation to the credit card company. They are playing delaying games, they have no intention of honoring their money back guarantee. I will take them to small claims court if I have to. Do not buy their products, they do not honor their return policy! BTW, here is their phone number they never answer 414 Two Zero Nine 46 Three Eight

Waste of money and time. Product doesn't work. Company customer service is super difficult to deal with and flat out lies compared to what their website says. My sleep got worse w the product. Don't waste your money.

I decided to try the hug sleep because I like being tucked in a blanket. They offer a 30 money back guarantee so what could go wrong? I tried it for 3 nights and I found it uncomfortable because my arms were restrained too tightly. Here is where the FUN starts. I tried to reach the company re: how to return. When you try to use the text correspondence with their representative NO ONE would respond. Also let me mention they DO NOT have a phone number so there is no way to call them to speak with a human. I received an email that said I needed to return the item with a print out of my original email confirmation (which I had deleted). I was also to have it shipped to them anyway I wanted (on my $$$) also that I should use a method that provided tracking so I could make sure it was received. I tried to contact them again to tell them I did not have the original email. I was not about to send without instructions as to what I should do. NOTHING! ZERO! I could not reach them again after multiple tries. I turned it over to my credit card company as a dispute. Not sure how it will end. Save yourself the trouble. If you still want to try it I recommend you buy thru Amazon to help minimize the potential trouble I’ve experienced.

This is hands down the best thing I have ever tried for PTSD, including all the sleep medications, routines, therapies, etc. I sleep so much more deeply but without the disturbing nightmares. I don't wake up sore from tossing and turning into weird angles. It isn't too hot like weighted blankets, and I love having my feet free bc they get too hot easily. This thing is like my new best friend.

Ordered to Europe from the USA. When opened it after arriving inside was a dirty towel and on closet inspection the package had signs of tampering, contacted their support by email, sent photos and was patient, they are now ignoring me completely for weeks sending them so many emails. Absolutely AWFUL experience

My Husband purchased this product for me as a gift since I have a hard time sleeping. He was so excited to give it to me and I was thrilled to try it. We watched videos on it and waited eagerly for bedtime so I could try it. Bonus points, it’s made in the USA and it was started by a husband and wife team with a neat back story. Who wouldn’t want to support that, my Husband knows me well. I slipped into it easily enough and got myself situated but immediately noticed that the seams around the feet and legs were INCREDIBLY uncomfortable and poking out. I wanted it to work so badly that I kept trying all night, not only were the seams bulky, it also was not providing much, if any compression. Finally the sensations were just unbearable, I could not sleep and I was getting itchy. So sadly I took it off and broke it to him the next morning. I let him know we needed to send it back…kinda weird to imagine someone laying inside this thing after I have already had it in bed with me all night, eeeew, I hope I got a new one! Flash toward my husband is bummed and emails customer service for a return label and tells them what is going on, it does not compress, has bulky uncomfortable seams etc. they tell my husband that I can turn it inside out like some other customers have done to see if that helps ( I tell him the seams are on both sides, it doesn’t compress and is itchy, kept me up all night and I’m just done with it) -they say he can return it and pay for the shipping. I’m frustrated at this point and so is he. So he goes back and forth with them about getting a return label and they just keep regurgitating back he is responsible for sending this thing back and thats their policy basically. They go on to say that they sell thousands of these and complaints are rare… and that we need to pay shipping to send it back if we want a refund. I was shocked at the quality when I found out what he paid for this and even more so at the customer service, how ridiculous! He paid $80 for a piece of scratchy, flimsy fabric and the company can’t even cover return shipping (which is cheaper for them than customers), they must count on a lot of returns to not even offer a return label. What company does that these days? I was able to find additional customer complaints on multiple websites regarding the product and return policy. Not surprising. Really bad customer service honestly, I feel bad for my husband and wish it would have been the product it was advertised to be. Do not waste your money or energy on this company or product. If you need evidence read the reviews including the BBB complaint where they insult a customer for making a claim. Super sad it did not work out, so many things had me wanting this company and product to be a win.