Bought the pump November 29th. It has only ran for not quite 3 months. And the motor has quit.I have sent five emails to the company with zero replies. They will not answer at all so a warranty means shit.DO NOT BUY FROM THIS COMPANY. Well i did what they said and emailed 3 more times to the email they suggested which was the one I was all along but still no reply so as I said DON'T BUY FROM THIS COMPANY!!!
Response from Get SeleneFeb 28, 2026
Hi The Rock,
We’re very sorry to hear about your experience and we completely understand how frustrating this must be. It sounds like your emails may not have reached the right team.
Please reach out directly to [email protected] and our customer support team will make sure to assist you with your pump and warranty issue as quickly as possible.
We’re here to help and want to get this resolved for you.
-The Selene Team
RP
Richard P.
I ordered the product WEEKS AGO
I ordered the product WEEKS AGO, paid for it but NEVER received it!
Now I am on the road to Texas with my dog and RV and want a FULL REFUND!
Well here it is March 10th and STILL NO DELIVERY! After my first review I was contacted and apologized to with a promise to “make it right” !
Response from Get SeleneFeb 3, 2026
Hi Richard,
We’re really sorry to hear about your experience, and we completely understand how frustrating this must be—especially while you’re traveling with your dog. That’s not the experience we want for any of our customers.
We absolutely want to make this right. If your order hasn’t arrived as expected, we’re more than willing to help resolve this as quickly as possible, whether that means locating the shipment or arranging a refund if appropriate.
Please reach out to us directly at [email protected]
with your order number so we can look into this immediately and work on a solution for you. Our support team is here to help, and we’re committed to fixing this.
Thank you for bringing this to our attention—we truly hope to turn this around for you.
— The Selene Team
TP
Tatiana P.
Well for starters was told it was order…there customer service and support sucks
Well for starters was told it was order from different warehouse to arrive quicker not the fact came from china has to go thru customs several times by the time it arrived I get another email saying they have a wireless one when I brought it up to there attention talk about A bait and switch they simply said will give you a discount on the second order after paying 115.00 for the first had them said will gald exchange the first one for the new and improved one I may have given a better review there fast at responding to your emails but offer nothing in return but a sorry I’ve worked retail my entire life and that’s no way to keep a customer
Response from Get SeleneFeb 7, 2026
Hi Tatiana,
First, we truly appreciate you taking the time to share your experience. We’re really sorry to hear that this felt frustrating and disappointing — that’s never the experience we want for any of our customers.
We understand how upsetting it can feel when expectations around shipping and product updates don’t align the way you hoped. The release of the wireless version was not intended to mislead anyone, and we sincerely apologize if the timing made it feel that way.
That said, we absolutely want the opportunity to make this right for you.
Please reach out to our support team directly with your order number, and we’ll personally review your case and see what we can do to properly assist you. Your satisfaction truly matters to us, and we’re more than willing to work toward a fair resolution.
We hope you’ll allow us the chance to turn this around.
-The Selene Team
TB
Troy B.
Their Shipping sucks
Have not received my order as of yet. And customer service has not responded back to my questions of where it’s at.
Response from Get SeleneJan 13, 2026
Hi Troy,
We’re really sorry to hear about the delay with your order. We completely understand how frustrating this must be, and we want to make it right.
Please reach out to our support team with your order details, and we’ll prioritize checking the status of your shipment for you. We’ll do our very best to make sure your order arrives as soon as possible and that future orders are processed more smoothly.
Thank you for bringing this to our attention—we truly appreciate your patience, and we’re here to help until it’s fully resolved.
-The Selene Team
RA
Rane
Did not work for Large Breed, Save your $$$
I gifted the Selene to my elderly mother-in-law who has a senior St. Bernard. It was a disappointment. Despite a thorough daily cleaning, the fountain gets clogged with dog slobber and dirt and ceases to operate as advertised. I contacted them for a refund, sharing photos and videos, and they only offered me 30% refund.
Response from Get SeleneJan 1, 2026
Hi Rane,
We’re truly sorry to hear that your experience with the Selene fountain didn’t meet your expectations, especially for your mother-in-law and her senior St. Bernard. We completely understand how frustrating this must have been.
We’d really like the chance to make this right. Please reach out to our customer service team at [email protected] , and we’ll work closely with you to address this properly and find a solution that works. Your satisfaction is very important to us, and we want to ensure both you and your pup are happy.
Thank you for giving us the opportunity to fix this,
The Selene Team
CS
Casey S.
Lousy Customer Service. They don't care about the comsumer only the money.
I am not complaining about the product but their integrity, lack of customer service. They advertised that they are from the USA but in fact they ship it from China. I tried for weeks to train my dogs to drink from the fountains they would NOT so when I tired to return it they want me to return it to CHINA not USA. The cost of shipoping is outrageous. They only refund you 50% of the value and you have to pay the return shipping. This is the biggest rip off, a complete scam. The product does what they say it does but when it doesn't work the return is impossible. I wish we could STOP these companies that are ripping people. They know what they are doing when they say it is from the USA. They know a lot of us would not buy if we knew it was coming from CHINA. Don't buy it a lot of dogs can't get use to the flowing water. Your stuck with it.
They have been in touch with me serveral times but only to tell me I have to return it to CHINA. It costs more to return it to CHina than it did for the product. Their ad stated that it was for US. They shipped it from their warehouse in the US but the return has to go back to China. They know what the shipping will be. The refund is 50% of the cost of the product. They gave me suggestions how to condition your pet to the fountain. I tried ALL of them and nothing worked. They said if they didn't work that they would work with me to resolve the situation. THEY DIDN'T, I don't care what they said. They are just trying to make it look like they care and that they tried to help. THEY DIDN'T!!
Response from Get SeleneDec 18, 2025
Hi Casey,
We’re very sorry to hear about your experience and truly appreciate you sharing your feedback. At Selene, we take every concern seriously and always strive to communicate clearly with our customers to resolve any issues.
We understand that returning a product can be frustrating, especially when it doesn’t work out for your pets as hoped. Our team has been in touch with you multiple times to provide guidance, offer solutions, and clarify your refund options according to our policies. We always aim to provide flexible options, whether that’s a refund, replacement, or additional support to ensure our customers feel taken care of.
We value every customer and their experience, and we are committed to assisting each person to the best of our ability. We’re sorry that this situation has caused disappointment, and we will continue to learn from feedback like yours to improve our services.
— Selene Customer Support Team
KG
Kevin G.
I ordered this item and it never came…
I ordered this item and it never came they showed it was delivered and never showed up. I would not of ordered if I knew it was coming out of the country total scam im fighting to get a refund wish me luck.
Response from Get SeleneNov 21, 2025
Hi Kevin,
We’re sorry to hear you feel this way. We’ve actually been in touch with you for the past few days regarding your order, and we’ve already sent you the proof of delivery that the courier provided. We’ve also emailed you again and are currently waiting for your response so we can assist you based on how you prefer to move forward.
We’re here to help, and we never want any of our customers to feel unheard or unsupported. Please check your inbox whenever you can so we can get this resolved for you. 🙏🏻
— Customer Support Team
CD
Courtney D.
Do not order from these people!
I ordered one after seeing my sisters. The one I ordered is not the one she has. The pump does not have something to twist into like hers and the filters are completely different! I ordered less than a week from when she got hers so there is not reason to have 2 different designs. I feel like the one that came is not designed good. Also said you get 2 extra filters and I did not receive those, I emailed and they said that I have 2 filters and that’s all that was supposed to come with it. When you say extra that means there should be extra than what I bought. They also make it seem like they are American based but they are in china. Seems like a scam of a place. I don’t trust these 5 start reviews they seem fake, the 1 star reviews seem to be actual customers
Response from Get SeleneNov 13, 2025
Hi Courtney,
Thank you so much for sharing your feedback. We’re really sorry to hear about your experience. We know how important it is to have a reliable fountain for your fur baby, and we want to make this right.
It sounds like you may have received our updated fountain model. We’ve recently made some design improvements to help the pump run more quietly and make cleaning easier, which is why it might look a bit different from your sister’s version.
Please reach out to our support team with your order number and we’ll be happy to check your package contents and ensure you received everything that should’ve been included.
We truly appreciate your feedback. Every comment helps us continue improving our fountains for pet parents and their furry friends. 💧🐾
Warm regards,
Selene Customer Care Team
