Chris T.
Product took almost 2 weeks to get…
Product took almost 2 weeks to get because it was shipped straight from China. While I was waiting for product to arrive, I l read in to their return policy. They advertise a 60 day money back guarantee but their return policy states that they will only take back if it came damaged or if it was in unopened. While waiting I asked for a return label because I felt that that signaled they do not stand behind their product working. They informed me the shipping would be on me and that it would be expensive because I would need to ship to Belgium. They did however offer me 30% to keep which I needed up doing. I have received the product and have used a few times. I can see it easing some of my symptoms but by no means do I feel it can heal chronic neck pain. I wrote a bad review previously about the shipping issue. The marketing team reached out and offered me another 30% off immediately if I take the post down. I took down and let them know and then I heard nothing back. All in all this is just another product promising to cure chronic pain. They don't stand behind their product and basically make you keep because it will cost you a fortune to return if you live far from Belgium (I'm in Michigan). Keep your money and buy some ice packs, they will give you just as much relief for a fraction of the price and head ache.
Response from Hugterra™Nov 10, 2024
Thank you for sharing your experience with us. we are sorry to hear about the frustrations you encountered with shipping and our return policy. Your feedback is invaluable in helping us improve our processes. We strive to provide clear information about our 60-day satisfaction guarantee, and we apologize if the policy around returns wasn’t communicated effectively. The intention is to ensure customer satisfaction, and we’re taking steps to make our policies more straightforward. We are glad to hear the product has provided some relief, though we understand it may not have met your expectations for managing chronic neck pain. We want our customers to feel confident about their purchases, and your experience highlights areas where we can enhance our service. Please know we’re here if you have any further questions or if there’s anything more we can do to address your concerns. Thank you again for your feedback, as it helps us work toward better serving our customers.