Happy & PollyReviews of happyandpolly.com

Response from Happy & Polly· Aug 14, 2024

Hi, We're sorry to hear about the inconvenience with your order. A replacement pump has already been sent out and is currently in transit. It's possible our previous email with the replacement information ended up in your spam or junk folder, which may have caused some confusion. Our customer service team will resend the email with the tracking details shortly. Please check your inbox to obtain. Thank you for your patience and understanding. Best Regards, Happy & Polly Team

Response from Happy & Polly· Aug 12, 2024

Dear Customer, We apologize for the delayed response over the weekend. We understand your frustration and want to assure you that we did send a replacement for the broken piece. However, it seems the package was lost in transit. Our customer support team will reach out to you shortly to confirm your current address, and we'll promptly send another replacement. We're committed to resolving any issues and ensuring you're satisfied with your purchase. Thank you for your patience and understanding. Best Reagrds, Happy & Polly Team

Response from Happy & Polly· Aug 2, 2024

Dear Customer, Thank you for your feedback and for taking the time to share your experience with our cat tree. We are sorry to hear that it did not meet your expectations in terms of size. We understand that finding the perfect cat tree for your feline friend is important, and we appreciate your suggestion to rename it to better reflect its suitability for kittens. Your input is valuable to us as we continuously strive to improve our products and services. If you are interested, we would be happy to recommend a larger cat tree that might be a better fit for your cat's needs. Please feel free to reach out to our customer service team, and we will assist you in finding the perfect solution. Thank you again for your feedback. We hope to have the opportunity to serve you and your furry friend in the future. Best regards, Rose

Response from Happy & Polly· Jun 25, 2024

Dear Mildred Martínez García, We apologize for the inconvenience you experienced. Our customer service department has reviewed our email records and found that we responded to you on June 5th, informing you that we would send a replacement for the lost item. If you did not receive this response, we recommend checking your spam or junk folder. According to our tracking records, your replacement package was delivered via DHL on June 13, 2024, at 17:24 local time. If you have not received it, our customer service team will immediately assist with the investigation and will respond with a resolution within 24 hours. We appreciate your feedback and will strive to improve our services in the future. Best regards, Rose

Response from Happy & Polly· Jun 4, 2024

Dear Customer, Thank you for your feedback. Actually this is already the upgraded, larger version of our product. Our cat towers have undergone market testing, and within the weight range indicated on the product page, they are generally suitable for most cats. However, as we know, even with the same weight, cats can have different body sizes, so maybe the fixed platform size might not be ideal for every cat. We appreciate your comments and will report your suggestion to our team to explore the possibility of improving the platform size. Additionally, our customer service team will contact you shortly to assist with the issue you encountered and discuss suitable solutions with you. Thank you for helping us make our products better and thanks for your support. Best regards, Rose

Response from Happy & Polly· May 7, 2024

Hi, Thank you for sharing your feedback regarding our return policy and your recent purchase of the cat tree. Regarding the smell issue with the cat tree, it's possible that the faint odor is from being sealed in the packaging for an extended period. I recommend airing out the product to help dissipate the smell. As for the delay in our response, we typically aim to reply within 48 hours, but it's possible that your email may have been filtered into your spam folder, causing the response delay. We will follow up with our team to ensure they check and proactively address any such issues in the future. Regarding the return policy, we do specify that returns must be in their original condition, unworn or unused, with tags, and in the original packaging. However, we take your concerns seriously and are committed to finding a satisfactory solution for you. Please provide your email address, and we will reach out to discuss potential options that meet your satisfaction. Best Regards, Rose

Response from Happy & Polly· Apr 17, 2024

Hello, Thank you for your feedback. We apologize for any inconvenience caused. Could you please contact us at [email protected] with additional details, such as videos or photos showcasing the issue you mentioned? This will greatly assist us in addressing the issue effectively. We'll assign a dedicated colleague to follow up on your case and they will respond within 48 hours. Please rest assured, we are committed to finding a suitable solution for you. We appreciate your support and patience,and we look forward to resolving this matter to your satisfaction. Rose

Response from Happy & Polly· Mar 28, 2024

Hi, We sincerely apologize for the issues you encountered with your Ghost Fountain. Could you please provide us with your order number and email address, or contact our customer service email, so we can review the problem with a video demonstration? Our customer service team will respond within 48 hours to help you identify the problem and discuss possible solutions. Sorry for the inconvenience, we look forward to resolving this issue promptly. Best regards, Rose