Happy & PollyReviews of happyandpolly.com

Response from Happy & Polly· Aug 20, 2024

Dear Customer, We sincerely apologize for any inconvenience caused. We want to reassure you that your subscription has been successfully canceled already. Regarding your refund, it typically takes 2-5 business days to process and return to your account. We appreciate your understanding and patience as this transaction is completed. If you have any further questions or concerns, please feel free to reach out to us at [email protected]. We’re here to assist you. Best regards, Happy & Polly Team

Response from Happy & Polly· Aug 16, 2024

Dear Customer, We're truly sorry to hear about your experience and for any frustration this has caused. After reviewing our records, we found that we have responded to all emails, but we couldn't locate any chat history between you and our customer service department under this email address. It's possible that our responses were missed or that you might have contacted us using a different email. Our customer service team will reach out to you again shortly at your current email address. If there's anything specific you need assistance with, please let us know—we're here to help and resolve any issues as quickly as possible. Sorry again for the inconvenience caused you. Your patience and understanding will be much appreciated. Best regards, Happy & Polly Team

Response from Happy & Polly· Aug 12, 2024

Dear Customer, Thank you for sharing your feedback with us. We sincerely apologize for the frustration and inconvenience you experienced with your recent purchase. While the refund has already been processed and should have reached your account, we recognize that the overall experience did not meet your expectations. Your feedback is valuable to us, and we are actively working to improve our return processes to to ensure customers have a good shopping and after-sales experience. We’re committed to making continuous improvements based on feedback like yours to ensure a better experience for all our customers. We deeply and sincerely regret losing your trust and hope you’ll consider giving us another chance in the future. Thank you again for your feedback anyway, and we wish you and your pet all the best. Best regards, Happy & Polly Team

Response from Happy & Polly· Aug 9, 2024

Dear Customer, Thank you for your feedback, and we sincerely apologize for the inconvenience you experienced with your order. Sorry for the issue that the package was lost during transit, which caused the delay. Once we were made aware of the issue, we immediately sent a replacement and provided the tracking number to ensure you received your order as soon as possible. We strive to provide a seamless shopping experience for all our customers, and it’s disappointing to hear that we fell short in this instance. Please rest assured that we are taking steps to improve our shipping process to prevent this from happening in the future. We value your business and want to make this right. If there is anything else we can do to address your concerns, please do not hesitate to reach out to us directly. Thank you for your understanding, and also appreciate your patience throughout this process. Best regards, Happy & Polly Team

Response from Happy & Polly· Jul 10, 2024

Dear customer, We want to clarify that our customer service team did receive and respond to your emails sent on 6/21. They hope you could help circle the damaged part in the screenshot they sent so that they could arrange to resend this part to you, but they haven't received your response. If you did not receive our responses, please check your spam folder or ensure there are no issues with your email account. You can contact us using a different email address or provide us with a new one, and our customer service team will reach out within 24 hours. We will also send screenshots of the previous responses and assist with your current product issues. Anyway, we appreciate your feedback, as it helps us improve. We will be more vigilant in ensuring our communication tools function properly to address our customers' concerns promptly and effectively in the next business. Best regards, Rose

Response from Happy & Polly· Jul 10, 2024

Dear Customer, First and foremost, we apologize for any inconvenience you have experienced. We would like to clarify a few points regarding the contents of your package. As stated on the product page, the package includes the Ghost Water Fountain, IPX-8 Submersible Pump with USB line, Filter1, and Sucker1. We also specify the recommended filter replacement frequency on the product page. For the adapter for power, you can use a universal phone charger head. The filters can be purchased separately for replacement as needed. Additionally, we understand from our customer service department that the issue with your product is that the water pump is not working properly. If there are no issues with the installation, it is likely due to insufficient pump power. If your product is still under warranty, you could contact our customer service team to request a free-pump replacement. We apologize for the inconvenience this has caused and appreciate your feedback. Best Regards, Rose

Response from Happy & Polly· Jul 1, 2024

Dear customer, Thank you for your feedback. We apologize for any confusion regarding the ink for the custom stamp. We would like to clarify that, the stamp comes pre-inked by our designers after the customization finished. However, it means the stamp comes with ink on the pad, not the separate replacement ink, which need to be purchased. Sorry for the confusion. Additionally, our customer service colleague has already reviewed our email records and could not find any communication from you regarding this issue. Please feel free to reach out to our customer service team at [email protected] for any further assistance. We appreciate your understanding and support. Best regards, Rose

Response from Happy & Polly· Jun 26, 2024

Dear Customer, Thank you for sharing your experience. We would like to address the concerns you mentioned in your review one by one. Firstly, regarding the taste issue, our ceramic fountains are designed to be tasteless. It’s possible that the filter cartridges have been stored for a long time, causing the plastic taste. We recommend airing out the filter cartridges for a few days. As mentioned on the product page, we advise replacing the filter cartridges once a month and clean the fountain every week. You could also use a little dishwashing detergent when cleaning the fountain and internal components. Secondly, about the splashing water, please ensure that the black triangular sucker, which should be installed above the filter cartridge, is properly attached. This is usually the cause of water splashes. If you have installed this part correctly, we suggest adjusting the water flow as per the instructions in the product videos available on our official YouTube channel: https://www.youtube.com/watch?v=KQFldiVGrQ8. This should significantly reduce the splashing issue. Additionally, we want to clarify that our customer service team did receive and respond to your emails sent on 6/7 and 6/18. If you did not receive our responses, please check your spam folder or ensure there are no issues with your email account. You can contact us using a different email address or provide us with a new one, and our customer service team will reach out within 24 hours. We will also send screenshots of the previous responses and assist with your current product issues. Anyway, we appreciate your feedback, as it helps us improve. We will be more vigilant in ensuring our communication tools function properly to address our customers' concerns promptly and effectively in the next business. Best regards, Rose