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.
This company is a fraud, I have ordered hugterra massager and neck plaster. I didn't received my purchase. I would advised everyone to stay away from this sites. Order # 31187
Response from Hugterra™May 18, 2025
We’re very sorry to hear about your experience and truly understand your frustration.
Please rest assured that we are a legitimate company, and we take concerns like this very seriously. It sounds like something went wrong with your order, and we’d like to make it right as quickly as possible.
Could you kindly share your order number or the email address used to place the order via email? We’ll investigate the issue right away and provide a resolution.
Thank you for bringing this to our attention—we’re here to help.
JM
J M.
Hugterra is 💯 a scam!
Hugterra is 💯 a scam!! My husband is disabled from neck and back breaks and we had hoped this would be the first much needed relief for him. Yet they took our $200+ money and never fulfilled the order nor refund our money
Response from Hugterra™May 6, 2025
We’re truly sorry to hear about your experience and the frustration it has caused, especially given your husband's situation. This is certainly not the experience we want for any of our customers.
Please rest assured that we are not a scam, and we take issues like this very seriously. We’d like to urgently look into your order and resolve this for you. Could you please provide your order number or the email address used at checkout via email, so we can track it down and assist you right away?
If your order was not fulfilled, we will ensure a full refund is processed promptly.
We hope to turn this around for you and appreciate the opportunity to make things right.
RO
Rose
Reviews are made up - filter by each star
If you look at reviews, none have dates. all of the 1, 2 and 3 stars don't have names associated with them.All the 1 stars are written by a number and say would not recommend. Usually if you give something a 1 star you want to complain and give the reason! All the 2 stars are written by a number not a person as well, in comments it has -- All the 3 stars written by a number, not a person, in comments it say OK. For the 4 stars there are 172 reviews but only 5 supposedly written by a person (still doubtful a real review) the rest are a number and the comment is Good. For the 5 star there are 867 Reviews and of that only 38 supposedly written by a person (again still doubtful a real review) all the rest are numbers with the same comment GREAT. Sure seems strange and none of the reviews have a date??? I think they wrote their won reviews!
Response from Hugterra™May 3, 2025
Thank you for taking the time to share your concerns—we truly appreciate your attention to detail and understand why the review patterns may raise questions.
To clarify, our reviews are collected through an automated system that pulls feedback directly from verified purchases. Some reviews may appear with minimal details or generic comments because not every customer opts to leave a full written review. Additionally, names may not always be displayed due to privacy settings selected by the customer.
That said, we recognize the importance of transparency and are actively working to improve the visibility and trustworthiness of our reviews, including adding timestamps and encouraging more personalized feedback.
We’re a legitimate company committed to helping our customers, and we value both positive and critical feedback to help us grow and do better.
If you have any specific questions or need help deciding whether our product is right for you, we’re happy to assist.
JN
John N.
Never got machine or tracking number
They charged my card, never gave me an order or tracking number. Never got the machine. Nobody picks up the phone or responds to emails. I got scammed
Response from Hugterra™May 3, 2025
We’re very sorry to hear about your experience, and we completely understand how frustrating this must be. Please know this is not how we operate, and we are committed to resolving this for you.
Could you kindly share the email address used at checkout or any payment confirmation you received via email? This will help us locate your order and assist you right away.
We truly apologize for the inconvenience and lack of communication, and we’ll make sure your issue is prioritized.
MB
Margaret B.
Ship back to BELGIUM!? 30 not 60 day trial
Hugterra is NOT fully transparent with their return policy. (summary: 30 day trial/ return to BELGIUM)
Strike one: It states very boldly a no-risk guarantee of 60... SIXTY days. Luckily I returned mine in a month as I decided after a couple uses that I didn't like it. After reading deeper into their return policy, it states you have 30 days after you receive it.
Strike 2, and this is a big one: I ordered directly from them, not a copycat. Their corporate address is in the US (Delaware). Great! They shipped from a warehouse in Illinois. Very good; I did the right thing! So, I didn't like it and contacted them. It vibrates the back of my skull and gave me a headache, twice. I packaged it up very nicely and returned it to the warehouse (not the central office), as their return policy states. The reply to my email was that I needed to return it to Belgium. BELGIUM!??? They act as if they're doing me a favor in stating that they'll let me keep it and refund 50% of my money. Well, I had already sent it on its way to their warehouse, and then provided a tracking number. I let them know I'll be expecting a full refund or I will be contacting my bank and Trust Pilot. They replied that they would incur expenses and can only offer the 50% refund.
I just opened a claim with my bank.
You can order the same device from Walmart.com, which has a 90 day return policy, or Temu, or Amazon, all for under $40. I wish I had known. I had just followed a link.
Response from Hugterra™May 3, 2025
Thank you for taking the time to share your feedback. We're truly sorry to hear about your frustration, and we completely understand your disappointment.
We do our best to be transparent about our policies, but we acknowledge that aspects of our return process—especially the return address—can be confusing, and we sincerely apologize if that wasn’t made clear enough at the time of purchase.
To clarify: while our company is registered in the U.S. and some products may ship from domestic warehouses, our returns are processed at our central hub. This is outlined in our return policy, but we realize that many customers expect domestic returns when ordering from a U.S.-based company, and we’re actively reviewing ways to make this more straightforward.
We regret that the product didn’t work out for you and understand your frustration with the return process and partial refund offer. We want to work with you toward a fair resolution. If the item has already been returned to the warehouse, please share the tracking details again via email, and we’ll do our best to reassess your case for a more suitable outcome.
We genuinely appreciate your feedback and will use it to improve our communication and customer experience.
DT
D T.
Return to Belgium! SCAM!!!
If I could give a zero, I would! Product did not work and asked to return I was informed I had to return it to Belgium!!!! SCAM!!! The only address on their entire website is Delaware! It will cost me more to return than my refund and they know that, SCAM!!!!
Response from Hugterra™Apr 1, 2025
We’re truly sorry to hear about your experience. Our goal is to provide the best service possible, and we sincerely regret any frustration caused.
To clarify, we understand that the returns can be costly, and we always aim to find the best possible solution for our customers.
We’d love to work with you to resolve this matter in the best way possible. Please reply us via email, and we will do our best to assist you further.
CO
Colleen
SCAM Do not buy
The company is a total scam. They drop ship the product from China and took several weeks. The product actually hurt my neck and worsened my issues. I reached out for their “risk free” 60 day return to find out I could only receive a 30% refund or pay $80 to return it to Belgium. Yes, Belgium. I can’t wait for my generic customer service response to this. Hopefully the FTC will take care of this scam soon.
Response from Hugterra™Apr 1, 2025
We’re sorry to hear that you had a disappointing experience. Our goal is to provide high-quality products, and we regret that we fell short of your expectations.
To clarify, we ship our products from the nearest fulfillment centers to ensure timely delivery, and our return policy, including the return location, is stated on our website. We understand that the returns can be inconvenient, and we always aim to provide alternative solutions where possible.
We truly appreciate your feedback and would love the opportunity to make things right. Please reach out to us directly so we can assist you further.
VS
Vishal S.
HUgterra is a SHAM
This is a SHAM. Neither the product helps nor their customer service who cannot take care of refund as per the committed policy. I'd strongly recommend not to waste money on this product on any given day. I wish I knew their return policy before I placed order better.
Response from Hugterra™Mar 18, 2025
We’re truly sorry to hear that our product did not meet your expectations. Our goal is to provide both effective solutions, and we regret that your experience was not as expected.
Regarding your refund, we’d like to assist you in resolving this matter as quickly as possible. Could you please share your order details via email with us so we can look into this and ensure the best possible resolution?
We appreciate your feedback and would love the opportunity to make things right.
