Hugterra™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.
Is this your business?
Correct your details and reply to customers in public. Both are free.
Claim this listing471 approved reviews, newest moderated first
Claudia R.
Great customer service
Response from Hugterra™Jun 12, 2025
Thank you so much for your kind words! We're thrilled to hear you had a great experience with our customer service team. If there's anything else we can help you with, please don't hesitate to reach out.
eszter K.
The reason I gave 5 stars is for the customer service that they provided for me. I had to return my Hugterra. With all the difficulties of returning,(should I have read the small print, I would have understood these difficulties) I was given an acceptable solution.
Response from Hugterra™Jun 12, 2025
Thank you so much for your thoughtful feedback and for the 5-star rating! We’re truly glad to hear that our customer service team was able to support you and provide a satisfactory solution despite the return challenges. Your understanding means a lot to us, and we’re always here to help if you need anything in the future.
Deitra B.
I’m giving them two stars based on their prompt customer service response. My husband was not thrilled with the product, so I tried to return it. The return policy states that shipping is on the customer, what I failed to notice is that their warehouse is in Belgium. They offered me a 30% refund and I could keep the product, so I opted for that. Upon accepting the offer, they returned with an offer for 50% refund as long as I would leave a five star review. It will be fun to see if I get any money back after this review is submitted :-)
Response from Hugterra™Jun 13, 2025
Thank you for your feedback. We're sorry to hear the product didn’t meet your husband’s expectations. We're glad our team was able to assist you promptly and offer a resolution. We try to offer alternatives like partial refunds to make the process easier. We truly appreciate your honest input and hope to improve your experience in the future. Please don’t hesitate to reach out if you need any further assistance.
Jen
I ordered two of these massagers, to give as gifts, but unfortunately in the brief time between placing the order and receiving the items my circumstances changed. I contacted the company to discuss a product return and refund, and they reminded me that the company does not cover the cost of return shipping and that the freight costs to Belgium from USA would be prohibitive. Instead they suggested I keep the massagers and offered me a refund of 50% total cost. I have accepted their offer.
Response from Hugterra™Jun 12, 2025
Thank you for your feedback! We truly appreciate your understanding and are glad we could reach a solution that worked for you. While we understand that return shipping can be inconvenient, we do our best to offer alternative resolutions—like the partial refund—as a goodwill gesture to make the process smoother. If there's anything else we can assist you with, feel free to reach out anytime.
Ben R.
Their customer service is really helpful and responds in a timely manner . They fixed my issues and made everything right
Response from Hugterra™Jun 10, 2025
Thank you so much for your kind words! We're thrilled to hear that our customer service team was able to assist you and make things right. Your satisfaction means a lot to us. If you ever need anything else, we’re always here to help!
Sam W.
Very helpful for my neck
Response from Hugterra™Jun 6, 2025
Thank you so much for your feedback! We're glad to hear the device has been helpful for your neck. If you ever have any questions or need assistance, feel free to reach out!
Steve S.
I bought this thru an online seller who was very accomodating, but this product is basically a neck pillow. It takes a long time to get a full charge and when it is, the motor sounds like it is going to die any moment. some of the silver nodes, which probably have no function anyway, have already come off- in one week of use. No matter how cheap, this product is not worth it. roll up a small pillow and place it behind your neck- then use the $ to get something else.
Response from Hugterra™Jun 5, 2025
Thank you for sharing your feedback with us. We’re truly sorry to hear that your experience with the product didn’t meet your expectations. It’s important to us that every customer finds value in both the product and the service. While we’re glad to hear the seller was accommodating, we regret that the device itself fell short in quality and performance. The issues you mentioned — slow charging, motor noise, and component durability — are not reflective of the standard we aim to maintain. We appreciate you bringing them to our attention, and we’re actively working to improve based on feedback like yours. If there’s anything we can do to help make this right, such as troubleshooting, replacement options, or further support, please don’t hesitate to reach out via email.
Gregg L.
My order was literally lost in the mail, but Hugterra was super communicative and helped to resolve the issue promptly to my satisfaction. Thanks Hugterra!!
Response from Hugterra™Jun 5, 2025
Thank you so much for your kind words! We’re truly sorry your order was lost in transit, but we’re glad we could step in and resolve it quickly for you. Your satisfaction means everything to us, and we're always here to help whenever you need. Thanks again for your patience and support!
