Review Time
DECEPTIVE return policy!! No American return address, must pay return shipping yourself AND they keep half or more of your payment. Go to your bank, file a complaint and maybe get all of your money back. It’s worth the try!!As you see Hugterra responded. HOWEVER I COPIED THEIR RESPONSE; emailed it to them the exact same day. It’s been 11 days and no reply. Thieves!
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.
I have a chronic neck condition and have had injections, PT, and chiropractic to treat my pain. I decided to try the neck messager from Hugterra. It really helps my situation. I've used for about 8 months with positive results. Unfortunately, it stop working. I reached out to customer service at Hugterra and they are sending me a new one! That's a great service after the sell. Kinda rare these days. Thanks Hugterra!
I bought this product direct from Hugterra. I paid $128 after discounts. The first time I used it, I received 1st and 2nd degree burns on my neck. I contacted customer service and was made feel that the injury was my own fault and told that I used it wrong and to follow guidelines in the user manual. There is no warnings or guidelines in the user manual. Other than the blister, I did find some relief in my neck joints but after receiving burns I was no longer comfortable using the massager. The company would only give a refund if I was willing to ship it to Austria and wait for them to assess that I didn't damage it. I opted for a 50% refund because I no longer trusted the company and didn't think they would ever get back to me once the product was out of my hands. I would not recommend working with Hugterra. They are over priced and the customer service, while polite, they are not good. The product will burn your skin on high but the EMS and massage functions may give some relief. Their reply to my review says to contact them but I have already done that with my order number and pictures of my injury, hence the poor review. Customer safety is not important or taken serious in my experience. BUYER BEWARE. The massager WILL BURN you and you won't even know it if using EMS and massage at the same time. IT GETS HOT.
I really hit the jackpot with these Hugterra products! I'd been a chiropractic regular for many years, and now I haven't been to one since! I have the belt, neck, & pillow and they do what no chiropractor ever did. When my back hurts, I get on that belt & 20 minutes later I can get up & go again...no pain. I use the neck so never have neck pain anymore! And that little pillow is great! Love it all!! It's a gift from heaven.
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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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