hugsleep.com Reviews

I got two of these in the children's size as Christmas gifts for my 6 and 8 year old kids. They ended up being way too snug and scared the kids when they tried them on. I wanted to swap them for the teen size, though honestly I'm not sure if that would even fit right. Getting ahold of this company is basically impossible. Their website has a contact form where you fill everything out and then the submit button is greyed out so you can't actually send it. There's no phone number anywhere. I'm just trying to sell them locally now. Really frustrated.

Ordered two Hug Sleep pods as Christmas gifts for my wife and daughter, placing the order back in November to make sure everything arrived before the holiday. When they tried them on over the break, both were way too small. In the weeks following, I attempted to request an exchange through their website contact form, but the submit button wasn't working no matter how many times I tried. No email confirmation came through either. I found what seemed to be a customer service phone number and called repeatedly, but nobody answered. I went back and found an email address for support and tried again. This time I got through to someone, but they basically told me that the 30-day exchange window had already passed since I ordered back in November, which is absolutely unfair. By the time my wife and daughter opened those pods on Christmas day, they were already basically impossible to return or swap out. I pushed back on this logic, but the customer service person just shut the conversation down.

The 30-night sleep guarantee is totally misleading. This wasn't even opened until Christmas morning when we gave it as a gift. I'm not wealthy and I was already stretching my budget buying presents for everyone in the month leading up to the holiday. There's no way I could have purchased everything within a thirty-day window just in case I needed to return it. When they say 30-night sleep guarantee, it should actually mean 30 nights of trying it out to sleep in. Instead I'm out eighty dollars with nothing to show for it.

Seriously, don't purchase from this company if you live in the UK. I paid over 130 pounds for two sleep pods and they just weren't right for me. When I tried to send them back, I found out I had to pay my own postage to ship them to the US, which would've been at least 25 pounds. Then out of nowhere, I got a FedEx bill in the mail for 65 pounds in import fees. So I ended up with two sleep pods I don't even want that cost me 200 pounds total. Their customer service guy Sam was always polite and kept telling me to read their terms and conditions. He kept saying that international customers should do their homework, but I had no idea this was an American company. I'm really disappointed with their service, their product, and how they run their business.

This product is a total letdown. I spent over a hundred dollars on the cooling body pillow and only used it for about a week. I washed just the outer cover following their exact instructions, and afterward the entire thing started pilling up and looked like it was decades old. When I contacted customer service, a rep named Sam basically brushed me off with some excuse about needing to buy a separate case for the cover, which made no sense. This company clearly doesn't back up what they're selling. I plan to reach out to the morning show where I originally saw this advertised to let them know they're promoting a defective product.

Wish I'd checked the customer reviews before ordering. I can't even tell you if the product works because I never got it in the first place. I waited over a week and then contacted the company with proof, including video confirmation, that my package never arrived. Their response basically was that USPS was responsible and they weren't going to help. No replacement offered, no refund, no actual support. Just told me it wasn't their concern. Pretty disappointing from a company that positions itself as caring about customer experience. Hug Sleep might sound cozy in theory, but their customer care doesn't match that at all.

The return policy is way too restrictive. You're only allowed to return items in person at a FedEx location, which means if there's no FedEx store near you, you're out of luck. When I asked if there were any other ways to send back my order, they simply refused to offer any alternatives.

Frustrating customer service and confusing return process. I got this as a gift from a family member and wanted to exchange it for a different version. When I went on their website, the option for returning a gift was so tiny that I accidentally went through the standard return process and paid to ship it back myself. They won't accept the return because they sent the return label to whoever bought it originally, not to me as the recipient, even though we have different addresses. Now my family member is down almost eighty bucks, I'm out fourteen dollars in shipping costs, they've got the product, and they're refusing to process the cheaper swap I'm asking for. Really poor handling all around.

DO NOT GIVE THEM YOUR MONEY. THEIR CUSTOMER SERVICE IS COMPLETELY NONEXISTENT. I ordered three pods as gifts for my family during the Thanksgiving weekend and they arrived at the end of November. I was really looking forward to them after seeing all the positive feedback and wanted them to work for all three of us. I spent close to two hundred dollars on these three pods. They were Christmas presents from Santa, so we didn't open them until Christmas morning. Here's what's important: they have a 30-day return and exchange policy from delivery date. I emailed them on January 10th to request returns for all three. Mine didn't fit properly and was painful, while my husband and daughter's fit okay but didn't help them sleep any better. This was about six weeks after delivery but less than a month since we actually opened them on Christmas. It wouldn't have even been possible to try them out and decide by the December 29th deadline. Their customer service responded quickly by email but just said no, they wouldn't honor the return or exchange because I was outside the original 30-day window. They wouldn't budge on it.

Got one as a birthday gift and I'm completely obsessed with it, so I actually went back and ordered another one for myself. The material is incredibly soft and feels amazing, plus the weight gives you a nice compression effect that you can adjust by how you wrap it. It's seriously become my favorite thing for getting quality sleep!