Their customer service is very quick to respond! I emailed about returning the product because it wasn't giving me the pain relief I hoped for and they responded within minutes! Since the product has... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I ordered the product last year of November 2025, but just recently opened and use it (Jan 2026) , unfortunately I was not satisfied due to its not working right including the remote. So I emailed the... See more
Company replied
Great customer service. The belt is light weight, the heat could stay on longer but it’s a safety feature. The massage features are nice and you can move around if needed although it’s recommended tha... See more
Company replied
I had received the Hugterra which I tried using and was helpful for my neck pain. Due to my earlier health conditions of my shoulder, I am unable to use it. Had reached out to Hugterra team, to return... See more
Company replied
Company details
Written by the company
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.
Contact info
United States
- hugterra.com
4.2
Great
498 reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
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See how their reviews and ratings are sourced, scored, and moderated.
I bought this product direct from 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.
February 8, 2026
Unprompted review
Reply from Hugterra™
Thank you for sharing your feedback. We’re very sorry to hear about your experience, and that certainly isn’t the experience we want any customer to have.
Customer safety is extremely important to us, and reports like this are taken seriously. We’d like to review your case more closely to understand exactly what happened and check if there may have been an issue with the specific unit you received.
Please contact our support team with your order number and any photos of the issue, and we’ll be happy to investigate this further and assist you directly. Our goal is always to make sure concerns are properly addressed.
We appreciate you bringing this to our attention.
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Zarah
Zarah
I Thank You for being so helpful and conscientious in your job! Please let
your supervisor know how pleased I am with the help and concern you
provided me!
March 5, 2026
Unprompted review
Reply from Hugterra™
Thank you so much for your kind words! We’re really happy to hear that Zarah was able to provide the support and care you needed. We’ll be sure to share your feedback with her and the team—it truly means a lot. We appreciate you taking the time to share your experience! 😊
Customer service
My experience with their customer service was a great they responsed quickly to my needs and were very helpful and kind. It was refreshing dealing with an actual person and not a bot
March 2, 2026
Unprompted review
Reply from Hugterra™
Thank you so much for your kind words! 😊 We’re really glad to hear that you had a positive experience with our customer support team. Providing quick, helpful, and personal assistance is very important to us, so it means a lot to know it made a difference. We truly appreciate you taking the time to share your feedback!
Love it
Does the job. My neck feels great. The massage modes are nice.
February 5, 2026
Unprompted review
Reply from Hugterra™
Thank you for your feedback! 😊
We’re really glad to hear it’s helping and that you’re enjoying the massage modes. It means a lot to know the device is making your neck feel better. Thanks for sharing your experience!
Consistency is key!!
" Don't expect one use to fix 10 years of bad posture. I've been using it daily for 3 weeks and that's when the real results started showing. My neck feels looser and I'm standing straighter naturally without trying."
February 9, 2026
Unprompted review
Reply from Hugterra™
Thank you for sharing your experience! 🙌
You’re absolutely right — posture and muscle tension build up over time, so consistent use really makes a difference. We’re glad to hear that after a few weeks you’re already feeling looser and noticing improvements in your posture. Keep it up! 💙
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Helping my arthritis...
I have arthritis in my neck and was skeptical about the electric pulses. My doctor said it was okay to try. It helps gently stretch the area and relieve the pressure. I keep the EMS on low and the heat on high. It gives me relief for hours.
November 15, 2025
Unprompted review
Reply from Hugterra™
Thank you for sharing your experience! 😊
We’re really glad to hear you checked with your doctor first and found a setting that works well for you. It’s great that the gentle stretch, low EMS, and heat are helping relieve the pressure and giving you lasting relief. We appreciate you sharing this with others! 💙
Reply from Hugterra™
Thank you for the great feedback! 😊
We’re glad to hear you’re enjoying the product, the fast shipping, and the heat feature. We really appreciate you sharing your experience!
Better than the inflatable ones
I tried those inflatable neck collars and they just felt like they were choking me. This is SO much better. It feels more natural and open. Plus the inflatable ones don't have heat or massage! Much preferred.
February 23, 2026
Unprompted review
Reply from Hugterra™
Thanks for sharing your experience! 😊
We’re glad to hear the Hugterra feels more comfortable and natural for you. The added heat and massage can definitely make a big difference compared to basic inflatable collars. Appreciate you taking the time to share!
DECEPTIVE return policy!
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!
February 17, 2026
Unprompted review
Reply from Hugterra™
Hi Katherine,
We’re really sorry to hear about your experience and understand how frustrating this must feel.
We’d like the chance to look into this and help resolve the issue for you. Please reach out to us with your order number or the email used for the purchase, so we can locate your order and assist further.
You can contact our support team at contact@hugterra.com and we’ll be happy to help.
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I like the EMS for my neck
I like the EMS for my neck. The headache massager also works. Customer service is also good.
February 24, 2026
Unprompted review
Reply from Hugterra™
Thank you for the kind words! 😊
We’re glad to hear you’re enjoying the EMS for your neck and that the headache relief feature is helping as well. It also means a lot to know you had a good experience with our customer service. We truly appreciate your support! 💙
Works for big guys too
I'm 6'2" and 240lbs. Was worried this would be too small or flimsy. It's actually very sturdy and fits my neck fine. The EMS pads line up perfectly with my trap muscles. Solid product.
February 3, 2026
Unprompted review
Reply from Hugterra™
Thanks for sharing that! 💪
We’re glad to hear the fit works well for you and that the EMS pads line up perfectly with your traps. It’s great to know the build and support met your expectations. Appreciate you taking the time to share your experience!
I woke up with a stiff neck that…
I woke up with a stiff neck that wouldn't go away for days. Ordered this with express shipping. Used it for 20 mins with high heat and felt immediate relief. The stiffness was 80% gone. Now I use it preventatively.
January 14, 2026
Unprompted review
Reply from Hugterra™
Thank you for sharing your experience! 😊
We’re really glad to hear the Hugterra helped relieve your stiff neck so quickly and that you’re now using it preventatively. It’s great when small routines like that help keep the stiffness away. We appreciate you taking the time to leave a review! 💙
Great passive stretch with a boost
"I do yoga but sometimes you just need a passive stretch where you can completely relax. This allows me to let go of all tension in my neck and shoulders. The EMS adds that extra little ""workout"" for the muscles while I just lay there."
January 16, 2026
Unprompted review
Reply from Hugterra™
Thank you for sharing! 😊
That’s a great way to describe it — sometimes a passive stretch is exactly what the body needs. We’re glad it helps you relax your neck and shoulders, and that the EMS adds that extra bit of muscle activation while you unwind. Appreciate you taking the time to share your experience! 💙
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I like that it combines 4 different…
I like that it combines 4 different therapies. Usually you have to buy separate devices for EMS and heat. This does it all. Battery life is decent too, I get about a week of use before charging.
January 30, 2026
Unprompted review
Reply from Hugterra™
Thank you for the great feedback! 😊
We’re glad you’re enjoying the combination of therapies in one device. Having EMS, heat, and massage together can definitely make things more convenient than using multiple devices. It’s also great to hear the battery life has been working well for you. We appreciate you sharing your experience! 💙
I was starting to get that "dowager's…
I was starting to get that "dowager's hump" at the back of my neck from looking down at my phone constantly. Been using this for a month and my husband says my posture looks much better and the hump is less visible. It feels like the traction plus the EMS is pushing everything back into place.
January 3, 2026
Unprompted review
Reply from Hugterra™
Thank you for sharing your experience! 😊
We’re glad to hear you’ve been noticing improvements and that it’s helping you focus more on your posture. Consistency can really make a difference when it comes to relieving neck tension from looking down at phones or screens. We appreciate you taking the time to share your results! 💙
Good heat
Does exactly what it says. The heating function is the best part for me. It warms up fast and really loosens everything up before the stretching begins.
February 9, 2026
Unprompted review
Reply from Hugterra™
Thank you for the great feedback! 😊
We’re glad to hear it’s doing exactly what you hoped. The heating function is definitely a favorite for many people since it helps relax the muscles before the stretch. Appreciate you sharing your experience! 💙
Impressive Customer Service
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.
February 13, 2026
Unprompted review
Reply from Hugterra™
Thank you for sharing your experience and for your kind words about our customer support team. 😊
We understand that the packaging may have raised concerns, and we truly appreciate you reaching out to us so we could assist. Our team always aims to respond quickly and provide fair options so customers can choose the solution that works best for them.
Your feedback means a lot to us, and we hope that if you decide to try the product, it provides the same level of satisfaction as the service you received. Thanks again for taking the time to leave such thoughtful feedback! 💙
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Inexcusable return policy
Purchased for my wife. It didn't work from day one. It wouldn't hold a charge. Don't expect 100% money back or an exchange if you purchase from this company. They say you can pay an exorbitant shipping charge to return it overseas or they will "graciously" give you 25% of the purchase price. Won't live down this "gift".
January 14, 2026
Unprompted review
Reply from Hugterra™
We’re very sorry to hear about your experience and appreciate you bringing this to our attention. This is certainly not the experience we want for our customers or for a gift purchased for a loved one.
If the device was not holding a charge from the start, that is something we would absolutely want the opportunity to investigate and resolve. In many cases we are able to replace defective units quickly once our team can review the issue.
Unfortunately, we were unable to locate your case based on the information in this review, so we’d really like to connect and make this right.
Could you please reach out to our support team with your order number, the name used on the order, or the email address used at checkout so we can locate your purchase? Once we have that, we’ll be happy to review the situation and assist with a proper resolution.
You can contact us at contact@hugterra.com and our team will prioritize your case.
We truly appreciate the opportunity to help resolve this for you.
Great customer service!
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!
February 12, 2026
Unprompted review
Reply from Hugterra™
Thank you so much for sharing your experience! 😊
We’re really glad to hear the Hugterra has been helping with your neck condition over the past several months. It also means a lot to us that you took the time to mention our customer support — we always want to make sure our customers are taken care of even after the purchase.
We hope the new unit continues to bring you the same relief. Thanks again for your support! 💙
New Jersey resident…
I purchased the massager in August 2025 and use it about once or twice a week - when time permits. The mold is easy to use, and I prefer the EMS massage over all others.
I use it for 15 minutes when I first wake up in the morning to get the creaks out of my neck.
August 20, 2025
Unprompted review
Reply from Hugterra™
Thank you so much for the review! We are really glad that our Hugterra massager helps you!
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