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
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The company replied to 100% of reviews.
Latest
Most recent review: October 2026.
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I use the Hugterra when I take a break from sitting at my computer, it feels relaxing and my neck feels looser when I am done :)
Response from Hugterra™Jul 20, 2025
Thank you for sharing your experience with us! We're happy to hear that Hugterra is helping you unwind during your computer breaks — that’s a perfect way to use it. It's great to know it brings you relaxation and relief for your neck!
If there’s anything you ever need or if you have any questions, don’t hesitate to reach out.
Wishing you continued comfort,
DA
David
Wonderful experience with Hugterra
Wonderful experience with Hugterra. Great policies and comfort for the neck.
Response from Hugterra™Jul 20, 2025
Thank you so much for your wonderful feedback! We're thrilled to hear that you're having a great experience with Hugterra and that it's bringing comfort to your neck — that’s exactly what we hope for with every customer.
We're also glad to know you’re happy with our policies and support. If you ever need any help or have questions, feel free to reach out — we’re always here for you!
Wishing you continued comfort and wellness,
EH
Elke H.
Buyer beware. Cheap product from China!
Unfortunately I have to concur with other customers providing a one-star review for this company. I had similar experiences, in my case I received a device that had a defective heating element, emitting an electrical charge to my neck even when turned off. Upon inquiring with the company I received same response regarding 30% refund ( for a defective item?) and lots of other inconsistencies including stating that their warehouses are based in Belgium, therefore return shipping would be extreme, in effect discouraging consumers from returning the item.
Their business address is based in Delaware, the customer service telephone number in Florida, and absolutely no indication that a return would involve international shipping! Deceptive advertising at best All around! Upon tracking my original delivery, tracking information pointed to a warehouse from mainland China!! Obviously this company is making big profits from cheap manufacturing source and hugely inflated prices in the US. I would agree with unethical business practices and misleading advertising, including their "60-Day money back Guarantee and Risk-free trial" stated on their Website ( I contacted them 3 weeks after receipt of the device.) I should have known better as well as read ALL reviews first on this company. If I cannot get a 100% satisfactory resolution, I wil contact the Better Business Bureau in Delaware and Florida regarding this company, among others. I hate to be scammed out of $130!! Buyer beware.
PS- if you paid through PayPal or a credit card, it would be worthwhile pursuing in getting back your money via a claim.
Response from Hugterra™Jul 20, 2025
Thank you for sharing your concerns, and we’re very sorry to hear about your experience — this is certainly not the impression we want to leave or the service we aim to provide.
We take product quality and customer satisfaction seriously, and we sincerely apologize for the defective unit you received. While we do offer partial refunds in some cases to help customers avoid returns, we always want to ensure our customers feel supported and heard — especially when issues involve defective items.
Regarding shipping, we operate globally and dispatch orders from multiple fulfillment centers, including Asia, depending on inventory availability and destination. We understand that this could have been clearer, and we’re taking steps to improve communication around our return process to avoid misunderstandings.
As for our 60-day Money Back Guarantee, we stand behind it, and since you contacted us within the eligible window, we’re happy to review your case again and work toward a better resolution.
We’d appreciate the opportunity to make this right. Please reach out via email so we can confirm your order details and offer a resolution that meets your expectations.
Thank you again for your patience, and we hope to turn your experience around.
CG
CG
Successful ending to a long process
7/27/25 Revised review
I have been offered a full refund after my last review. Although I don’t agree with their methods, they made things right in the end. Thank you Hugterra for taking a negative experience and turning it to a positive one.
7/14/25 Update…I heard back from Hugterra. After leaving my review I received an email with the following…”To move forward with processing your refund, we kindly request that you revise your review to better reflect the positive resolution we’ve provided. This creates a win-win situation and ensures we can complete the refund process as agreed.”
As you can see in their TrustPilot response below, reviews are “entirely voluntary”…sure. But they’ll buy a 5 star review in exchange for a bigger refund.
I got no benefit using this product. When I inquired about a refund they responded with an email saying return shipping costs are on the customer, offering 30% of refund and keep the product. I reluctantly agreed as the return shipping would cost more. Then, I received another email that if you write them a 5 star review they will give you 50% back. So here is my worthless 5 star review to get my money back. Very unethical and disappointing.
Response from Hugterra™Jul 15, 2025
Thank you for sharing your feedback — we truly regret to hear that your experience with our product and service fell short of expectations.
We understand your frustration, and we sincerely apologize if our refund process came across as disappointing or unclear. Our goal is always to provide fair options for customers, especially in return shipping. The option to leave a review is entirely voluntary and intended to help us learn and improve — we never want anyone to feel pressured.
We kindly ask that you contact us via email. Your satisfaction matters to us, and we appreciate the opportunity to make things right.
FA
Farhin A.
The product is really good for neck…
The product is really good for neck pain. Warm and massage is better than just a neck pillow for longer neck pain relief.
Response from Hugterra™Jul 11, 2025
Thank you so much for your kind words! We’re thrilled to hear that the massager is helping with your neck pain and that you’re finding the warmth and massage more effective than a standard neck pillow.
Your feedback means a lot to us and motivates our team to continue creating products that truly make a difference. If you ever have any questions or need support, we’re always here for you.
NB
norman B.
i bought their neck massager
i bought their neck massager. i could not use it. said refund if not any help.i contacted them, they said will refund 50 percent if i would give your site 5star rating for their company. so i did have not heard from hugterra since date ordered 06/20/25
Response from Hugterra™Jul 15, 2025
Thank you for your feedback, and we’re truly sorry for the inconvenience you've experienced.
We’d like to let you know that we have reached out to you via email regarding your refund, but unfortunately, we haven’t received a response from your side yet.
To complete the refund process, we kindly ask that you contact us via email. Once we receive your reply, we’ll promptly move forward with your refund accordingly.
We genuinely want to make this right and appreciate your cooperation.
DH
Daryl H.
This company is garbage
This company is garbage. Not only do they misrepresent themselves as a US based company on their website, when they send you a broken piece of garbage they want you to spend $80 to return it to Belgium. Steer clear of these China scam artists.
In reply to Hugterra, your products are not shipped from the US, they are shipped from China…And I did reach out to you and filed a claim with PayPal. Both times to be told to return the crap to Belgium.
Anyone reading this,Amazon sells the same ting for less than half of these clowns. No idea if it works, this one doesn’t.
Response from Hugterra™Jul 10, 2025
Thank you for your feedback. We're truly sorry to hear about your experience and understand how frustrating this must have been.
Please know that customer satisfaction is extremely important to us, and we take your concerns seriously. While our products are shipped from the U.S, we understand return costs can be frustrating, and we’re actively working on more convenient return solutions for our customers.
We’d love the opportunity to make this right. If you received a damaged product, please reach out to us via email with photos or a video, and our team will be happy to assist you with a replacement or an appropriate resolution — without the need to return anything at your expense.
Thank you again for your feedback. If you're open to continuing the conversation, we’re here to help.
VR
Vincent R.
Having suffered many sports injuries…
Having suffered many sports injuries over the years I have what doctors say is the neck arthritis of a 90 year old man. The problem is I am 59. The Hugterra has been a game changer with its five built in technologies - EMS and vibrating massage being my favorites. After each session, I feel less tension in my neck and shoulders and the angle of the device helps me feel more elongated. What a relief!
Response from Hugterra™Jul 9, 2025
Thank you so much for sharing your experience — we’re truly grateful to hear how the Hugterra has been making such a positive difference in your life.
It means a lot to know that despite the challenges you’ve faced with neck arthritis, the device is helping you feel real relief and comfort. We're especially glad the EMS and vibration functions are working well for you and that you're feeling more relaxed and elongated after each use.
Your story is exactly why we do what we do — and your feedback encourages us to keep improving and supporting customers like you.
If there’s ever anything we can help with, don’t hesitate to reach out!
Wishing you continued comfort,
