M B.
Hugterra pillow
I ordered the Hugterra pillow. I have had neck pain that causes headaches, and I routinely visit a chiropractor. The "memory foam" that they claim composes the pillow is nowhere near the necessary resilience to support my neck. Also, the design lacks an adequate contour to support the curve of my neck. The customer service was responsive to my email request for a refund, which is why I'm rating 3 stars, but because the pillow is manufactured overseas and ships from Belgium, it is cost-prohibitive to ship it back. They offered me a 30% partial refund to keep the pillow and not assume the cost of shipping it back.
Response from Hugterra™Aug 18, 2025
Thank you for taking the time to share your experience with the Hugterra pillow. We’re truly sorry to hear that it didn’t provide the level of support and comfort you were hoping for, especially given your ongoing neck concerns. We greatly appreciate your acknowledgment of our customer service team’s efforts. While we do our best to ensure a smooth return process, we understand the challenges that international logistics and shipping costs can create. That’s why we offered a partial refund option as an alternative, but we value your honest feedback about how this impacted your experience. Your insights about the foam resilience and contour design are important to us, and we’ll be sharing them with our product team for review and improvements. We sincerely hope you continue to find comfort and relief through your chiropractic care, and we’ll strive to do better in the future to meet your expectations. Thank you again for giving Hugterra a try.