About 2 weeks after I placed the order, I received my package. It was wrapped in gray plastic wrap with a ton of tape. Immediately I didn’t want the items…without even looking at them as I questioned the authenticity of the merchandise. I took pictures and submitted them to customer service requesting to return the items for a full refund. Their response was quick, asking questions and providing various offers. Their warehouse where I’d have to return the items to was in Belgium, so shipping would have been expensive. They offered to replace the item, I could keep the items and they’d give me a 50% refund or I could choose another item from their catalog and they’d refund the difference in the cost. I must say the customer service was GREAT! They were quick to respond, polite and kind. They didn’t drag their feet or give me a run around. I hope their customer service reflects the quality of their merchandise.
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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.
