hugsleep.comReviews of hugsleep.com

Customer service failure and tricky return procedures! I received an item as a gift from a relative, wanted to exchange it. When you get to the website the "return a gift" button is so small I processed a regular return, and paid UPS to return it. They will not honor the return b/c they sent an email to the purchaser (not recipient) with a return label, even tho they're different addresses. Now my relative is out $79 and I'm out $14 in shipping, they have the product, and they won't send me the cheaper exchange. Horrendous.

I ordered 3 HugSleep pods (husband, daughter, myself) over the Thanksgiving holiday weekend and they were delivered on 11/30/24. I was so excited for them, read so many glowing reviews and hoped they would be effective for all 3 of us. I spent almost $200 on these 3 sleep pods. **These were a Christmas present FROM SANTA so we did not open them until 12/25/24. Important info to know: HugSleep return and exchange policy is 30 days from date of delivery, to give you enough time to try them out. I contacted HugSleep on 1/10/25 to initiate a return for all 3 pods. Mine does not fit and was painful to try and fit into. The pods fit my husband and daughter, but they didn't sleep more effectively with them. This was approx. 45 days from date of delivery, but less than 30 days since they were received as Christmas presents. I didn't wait 30 days from the holiday to contact them for the return, but it also would not have been possible to try them out and make a decision whether or not to keep the pods by 12/29/24 (the 30 day deadline). HugSleep customer service was responsive via email, and politely refused to return or exchange because I was past the original 30 day deadline. They simply repeated this via email 3-4 times. They do NOT have a holiday return policy, which I suggested they should adopt, because I can't possibly be the only person in this situation. I finally gave up any hope of getting my money back and asked at least for an exchange for a size up for my pod only so I could have one that fits, and they also completely refused me. This is one of the worst companies/customer service that I have ever dealt with. They don't care about their customers, just following their inflexible, poorly written return/exchange policy, and they just want your money. Do not be fooled by their good marketing tactics. Buyer beware! HugSleep, if you read this, I would really appreciate working together to find a reasonable solution.

If you are in two minds to get this product, DONT! I thought I will try it out, ended up paying $60 in shipping from and return. Not worth it as their refund policy charges you for shipping/processing.

First, I needed a size medium but accidentally ordered a small. I immediately noticed the error after I placed the order, and nowhere on the website was I able to do anything other than email Hug Sleep Support, which I did immediately (within 3 minutes of submitting the order). The next day, I received a correspondence saying my order was already in production and couldn’t be adjusted in any way. So I had to wait a week for the wrong size item to ship to my home. Next, I tried the Sleep Move Pod anyway since I am on the border between small and medium, according to the chart on the website. Since I didn’t like it and was still well within the 30-day try-it-out period, I decided to take advantage of the “hassle-free returns” advertised on the site. I ordered a bundle (the Sleep Move pod, carrying case, and eye mask). When I initiated the return, I was made aware that only the Sleep Move pod was returnable; I would have to keep the $11 carrying pouch and the $22 eye mask. In addition, I have to deduct $11 from my refund to pay for the shipping back to Hug Sleep. So now I’m stuck with items I don’t want and out $42 for taking a chance on this small business that advertises its no-risk guarantee all over its website. I would never recommend anyone try Hug Sleep due to their terrible customer service.

The company touts this as a good thing for anxiety and a whole host of things. It is not a comfortable way to sleep. They would not take it back even though it was a Christmas gift for my autistic grandson. I urged him to try several times but by then, it was past the 30 days. Crappy product, crappy policy.

I wanted one of these so badly! Asked my son for one in October 2023. He bought it immediately and didn't gift it to me until Christmas (almost 12 weeks later). He accidentally got the wrong size. I asked Hug Sleep if I could exchange for a different size. They said sent a generic link to fill out a return. I found out that it was outside of the 30-day window for "returning" the item. I emailed back and explained the situation, and also that I did not want to return to receive money back, but simply exchange for a larger size, which they could send to me after they received the original (brand new, unused) item back at their facility. Two emails later and no response. I had to go to their website and start a new customer support inquiry. I got the same reply of basically - Sorry to hear that, unfortunately it's not eligible for return/exchange. I told them how disappointing it was, how easy of a fix this was and that $109 was a lot of money for my son. All because he bought a Christmas gift early to ensure he got it, he wasted his money and I didn't even get a Hug Sleep I can use. I also informed them that I would write the incident in reviews to inform others. I gave them 4 days to rectify and -- nothing. So here we are. As much as I wanted one, I wouldn't take one from someone if they gave it to me for free. I wouldn't support a business who treats their customers like this.

Terrible customer service. Also ordered from UK so paid quite a bit extra for shipping. Took forever to get out to post, then forever to get to UK. Then one day I checked on status and it said it had been delivered!! It had not. So I reached out to customer service. They said check with the post office. Did - which is in a convenience store here, and they looked at me like I was crazy. Package missing in London. Stop the presses. I let them know and they told me to FILE A POLICE REPORT!! Are you kidding? Waste of time. They said since it was flagged as delivered they couldn’t do anything. So I might try to dispute it with my CC but who knows. Such a bummer. Why would I waste all this time if I was trying to swindle them? Stupid.

I have a followup to my initial report. Hugsleep.com is either pure malice or pure incompetence or both. They took so long to respond to my credit card company dispute, basically right at the deadline, and their response was that "I received the merchandise". No **** Sherlock, how could I return the product for a refund if I never received it? So now I have to provide additional documentation to the credit card company. They are playing delaying games, they have no intention of honoring their money back guarantee. I will take them to small claims court if I have to. Do not buy their products, they do not honor their return policy! BTW, here is their phone number they never answer 414 Two Zero Nine 46 Three Eight