Today, Hugterra™ is a thriving brand, with a loyal following of customers who swear by our innovative massager. And while I may have started the company as a solution to my wife's neck issues, I'm thrilled to know that my product has made the necks, and lives of countless others significantly better.
Hugterra™ (hugterra.com) has 471 customer reviews on Five Star Index, with an average rating of 4.2 out of 5.
Also known as
hugterra.com
Website
hugterra.com
Category
Salons & Clinics
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 100% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
DECEPTIVE return policy!! No American return address, must pay return shipping yourself AND they keep half or more of your payment. Go to your bank, file a complaint and maybe get all of your money back. It’s worth the try!!
As you see Hugterra responded. HOWEVER I COPIED THEIR RESPONSE; emailed it to them the exact same day. It’s been 11 days and no reply. Thieves!
Response from Hugterra™Mar 4, 2026
Hi Katherine,
We’re really sorry to hear about your experience and understand how frustrating this must feel.
We’d like the chance to look into this and help resolve the issue for you. Please reach out to us with your order number or the email used for the purchase, so we can locate your order and assist further.
You can contact our support team at [email protected] and we’ll be happy to help.
JU
Jb U.
Inexcusable return policy
Purchased for my wife. It didn't work from day one. It wouldn't hold a charge. Don't expect 100% money back or an exchange if you purchase from this company. They say you can pay an exorbitant shipping charge to return it overseas or they will "graciously" give you 25% of the purchase price. Won't live down this "gift".
Response from Hugterra™Mar 4, 2026
We’re very sorry to hear about your experience and appreciate you bringing this to our attention. This is certainly not the experience we want for our customers or for a gift purchased for a loved one.
If the device was not holding a charge from the start, that is something we would absolutely want the opportunity to investigate and resolve. In many cases we are able to replace defective units quickly once our team can review the issue.
Unfortunately, we were unable to locate your case based on the information in this review, so we’d really like to connect and make this right.
Could you please reach out to our support team with your order number, the name used on the order, or the email address used at checkout so we can locate your purchase? Once we have that, we’ll be happy to review the situation and assist with a proper resolution.
You can contact us at [email protected] and our team will prioritize your case.
We truly appreciate the opportunity to help resolve this for you.
AG
Adam G.
Buyer Beware
Purchased the neck device a few months ago and received it a month later. It worked 3-4 times then totally crapped out on me. Completed waste of money. Buyer beware.
Response from Hugterra™Jan 21, 2026
Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and understand how disappointing this must have been, especially after the wait to receive your order.
This is certainly not the experience we want for our customers. Our devices are covered by warranty, and we’d really appreciate the opportunity to make this right for you — whether that’s through a replacement or a refund, based on your preference.
Please reach out to our support team directly via email with your order details so we can assist you as quickly as possible. Your satisfaction matters to us, and we’re here to help resolve this.
SS
Susan Sharp H.
DO NOT BUY FROM THIS COMPANY!
This company is a scam. I bought without doing the proper research and I will do everything I can to help others not make the same mistake. Their website advertises an American address and a 60-day return policy, but fails to mention that returns must be shipped to Belgium! When we initiate a return, we learn the truth. To save us the high international postage, they oh so generously offer to refund 30%--and we get to keep a product that doesn't even help (in my case, anyway). It is the most sleazy business dealing I have had in decades! Learn from me and others...and delete this website immediately.
Response from Hugterra™Jan 21, 2026
Thank you for sharing your concerns. We’re genuinely sorry to hear about your experience and understand how frustrating this situation has been for you.
We want to be very clear that we are a legitimate company, and we never intend to mislead our customers. Our website does state a 60-day return policy, and due to the location of our logistics partner, returns are processed through our nerest warehouse. We understand that return shipping can be inconvenient and costly, which is why our support team may offer alternative resolutions, such as a partial refund without requiring a return — this option is always meant to help reduce the burden on the customer, not to pressure them.
That said, we completely respect that the product did not help in your case, and we’re truly sorry that the return process did not meet your expectations. This feedback is important to us, and we take it seriously as we continue to improve how clearly our policies are communicated and how we support our customers.
We would really appreciate the opportunity to review your case personally and see if there’s a better resolution we can offer. Please reach out to our support team directly via eamil with your order details so we can assist you further.
Thank you for voicing your experience — we regret that it left you feeling this way and hope we can still work toward a fair outcome.
SH
Susanne H.
Massager does not work and customer service is non-responsive
I have had positive experiences with this brand in the past. However, I recently bought my son a neck massager for Christmas. It was expensive ($140.00) but worth it, I thought. The massager arrived and does not work. It will not take a charge. I contacted customer support as suggested in their materials, and they told me to send a video, which I did promptly. However, I never received a response from them after that. I contacted them at the same address 3+ times, tried calling them, and tried another address. Nothing. I will be contacting BBB next. Do not spend your money on anything from this company.
Response from Hugterra™Jan 15, 2026
Thank you for taking the time to share your feedback, and we sincerely apologize for the frustration and inconvenience you experienced.
We truly appreciate your past support and are very sorry to hear about the issue with the neck massager you purchased for your son. That is certainly not the experience we want any of our customers to have.
We want to reassure you that we have already sent the replacement request to our team, and your replacement unit is now being processed. You should be receiving the replacement soon, and we’ll ensure it is fully functional and thoroughly checked before shipment.
Thank you for your patience and for bringing this to our attention. If you need any further assistance in the meantime, please don’t hesitate to reach out — we’re here to help and committed to making this right.
KH
Karla H.
After one use EMS stopped working
After one use EMS stopped working. I replied to my order email. Filled out the ‘contact us’ form. And sent another email separately. If your device works - lucky you. If not, good luck with a replacement. I’ll give them another day to reply. Next step will be trying to recoup using PayPals Buyers Protection.
Response from Hugterra™Jan 7, 2026
Thank you for sharing your experience. We’re truly sorry to hear about the issue with the EMS function and understand how frustrating this must feel, especially when you were expecting quick support.
We’d like to reassure you that we do stand behind our products, and our support team is committed to resolving all concerns. Sometimes responses may take a short time due to high message volume, but we will make sure your case is reviewed and handled properly. Once we connect with you, we’ll work with you toward a fair and prompt resolution.
We appreciate your patience and the opportunity to make this right.
PA
Patrick
It doesn't work
It doesn't work. Heat will not come on, remote doesn't do anything. Chinese junk.
LM
Linda M.
The hugterra neck massager broke within…
The hugterra neck massager broke within 10 days of purchase. I asked for my money back, as there is a guarantee. But they are only willing to offer me 45$ from the 150.00$ that I paid. I would not trust this company as their products are faulty and they are unwilling to take responsibility for that. FURTHER, you can only reach via e-mail. The phone number does not function.
Company said the following, " “We are a company that delivers internationally free of charge, when it comes to returns we will not be taking responsibility for the payment of shipping labels. Customers who wish to return their order are responsible for producing and paying for the shipping label.
We're happy to let you keep the item, to help you avoid paying the hefty shipping fees, and we'll still instantly refund you 30% of what you paid. That may end up being a little more than what you'd be left with if you were to pay a return fee, so I think this would be a lot cheaper."
Response from Hugterra™Nov 29, 2025
Thank you for sharing your experience, and we’re truly sorry to hear about the inconvenience you faced. This is certainly not the experience we want for our customers.
Your concerns about the product and refund process are completely understandable. We apologize for the frustration caused and for any misunderstanding regarding our return policy. While we do offer the option to keep the item and receive a partial refund to help avoid high international return shipping costs, we recognize that this solution may not always feel satisfactory.
We are also sorry for the trouble you had reaching us by phone. At the moment, our customer support is handled exclusively via email so we can ensure accurate tracking and quicker resolution.
We appreciate your feedback and will use it to improve both our products and our communication. If there is anything further we can do to assist you or help make this right, please feel free to reach out — we truly value your satisfaction.
