Review Time
The hugterra neck massager broke within 10 days of purchase. I asked for my money back, as there is a guarantee. But they are only willing to offer me 45$ from the 150.00$ that I paid. I would not trust this company as their products are faulty and they are unwilling to take responsibility for that. FURTHER, you can only reach via e-mail. The phone number does not function.Company said the following, " “We are a company that delivers internationally free of charge, when it comes to returns we will not be taking responsibility for the payment of shipping labels. Customers who wish to return their order are responsible for producing and paying for the shipping label. We're happy to let you keep the item, to help you avoid paying the hefty shipping fees, and we'll still instantly refund you 30% of what you paid. That may end up being a little more than what you'd be left with if you were to pay a return fee, so I think this would be a lot cheaper."
The neck massager arrived promptly. Unfortunately the item did not fit my neck very well and is quite hard. I did like the strength of the massage settings and also the heat was sufficient. In order to avoid return shipping costs, I accepted the 30% refund offer.
Dishonest, non-transparent company. They say they offer a 60 day money back guarantee (the only reason I bought a pillow). They list a US address on their website in Delaware but don't tell you that you need to ship the pillow back to Belgium (if this is even true). They offer you 30% back instead of 100% if you don't want to pay shipping costs. (aka about $20). I wish I read the other reviews before buying. Some people never even get a real address to ship the pillow back to. Trust Pilot even flags them as not using their reviews Transparently on their site. Red flags all around.
Although the Hugterra massager did not work for me due to my surgery, the company was kind enough to work with me and provide a partial refund and allowed me to keep the unit and gift to a family member who will be able to use it. I appreciate their prompt response and am thankful for their understanding of my medical condition. It is not often that a company will work with you due to unforeseen circumstances.
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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.
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